Consumer complaint received 2026-07-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: TRUIST FINANCIAL CORPORATION
State: WA

Complaint narrative:
In XXXX of XXXX, Truist Bank became the mortgage servicer for my home loan, which I have had for 6 years and never missed a payment. We were insured by the same company XXXX XXXX XXXX XXXX XXXX '' ) for that entire time. Truist is the fourth company to service this loan and we never had issues during previous transitions. My home insurance was up for renewal in XXXX of XXXX, and I received an escrow statement from Truist indicating that they were aware of the pending charge and planned to pay it. In XX/XX/year>, however, I discovered that my homeowner 's insurance policy had been cancelled for non-payment. Neither Truist nor XXXX XXXX XXXX had notified me of this ; I happened to discover it while updating my auto insurance policy ( also held by XXXX XXXX XXXX ). When I called XXXX XXXX XXXX for an explanation, they informed me that when they sent Truist the renewal notice, Truist informed them that XXXX XXXX XXXX was not the insurer of record ( despite us having a policy with them for 6 years ) and would have to provide documentation. XXXX XXXX XXXX sent our policy documents to the email address they were given and then tried to follow up, but Truist would not respond and did not issue payment, and XXXX XXXX XXXX cancelled the policy. When I contacted XXXX XXXX XXXX in XX/XX/year>, they informed me that I would have to pay the annual premium out of pocket to renew, which I was unable to do. So I went and found a new insurance policy with XXXX XXXX XXXX, informed Truist of the change, and the local agent sent in the documentation to Truist. In XX/XX/year>, the local agent contacted me to inform me that they had not been paid and that when they called Truist, Truist told them that I had not authorized XXXX XXXX XXXX as my agent. I went to Truist 's coverage website to upload the information myself, and discovered at that time that on XX/XX/year>, Truist had purchased an expensive homeowners ' insurance policy on my behalf from XXXX XXXX XXXX. This policy was purchased without my consent or knowledge while my existing property insurance was still in effect, and then used by Truist to deny renewal of my existing property insurance. At an annual premium of more than {$4200.00}, this insurance policy was more than {$1000.00} more per year than my existing policy with XXXX XXXXXXXX XXXX and about {$2000.00} per year more than the replacement policy I procured from XXXX XXXX XXXX. When I uploaded the documents into Truist 's system myself, Truist told me that they weren't coming through and we had to get on the phone with the local XXXX XXXX XXXX agent to work everything out. I spent two hours on the phone today, on top of the hours I spent trying to understand why our policy had originally been cancelled and procuring a new policy. While this issue was ultimately resolved by Truist ( thanks to a great representative named XXXX XXXX, I remain concerned by the underlying practice that created this issue. Making insurance renewal payments is a core function of a mortgage servicer, and Truist 's inability to perform that function made what should have been a routine event into something that required many hours and significant levels of stress to resolve. Perhaps most concerning is that no one ever told me that my insurance wasn't being renewed and was being replaced more expensive insurance -- I had to find it all out on my own and fix it. I don't know why Truist unilaterally cancelled my existing homeowner 's policy and made it so difficult to get a new one in place, all while pushing me into a much more expensive policy. But this practice, the lack of transparency around it, and the difficulty in getting it resolved left me deeply concerned about Truist 's processes and motives.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation