Consumer complaint received 2020-09-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am filing this regarding my mortgage. I was in a 3-month forbearance due to COVID. My mortgage was current prior to the forbearance. The forbearance ended XX/XX/2020. During the forbearance, I made 2 of the 3 payments, leaving me with only 1 payment. On XX/XX/2020, I called Suntrust ( my mortgage lender/servicer ) and spoke with XXXX. After reviewing different post-forbearance options, I elected for the deferral option to add the 1 payment to the end of my loan. XXXX confirmed she would code my loan for a deferral and she said to expect deferral paperwork to arrive in XX/XX/2020. On XXXX XXXX, I called Suntrust. I was told I was approved for a deferral and advised that paperwork would be sent to me shortly. On XX/XX/2020, I called Suntrust and spoke with XXXX. XXXX claimed the deferral paperwork was being processed and she confirmed that I should not make a payment for XXXX because it would not be properly applied ( it would be applied to the 1 missed payment from XXXX ). On XX/XX/2020 I called Suntrust and spoke with XXXX (? ). She informed me the deferral paperwork was being sent via XXXX. She also stated I needed to execute and return the paperwork upon receipt. She also instructed me not to make my XXXX payment. On XX/XX/2020 I called Suntrust because I still had not received any deferral paperwork. I spoke with XXXX, who claimed the paperwork was sent. 

On XX/XX/2020, I called Suntrust and spoke with XXXX. XXXX told me that the deferral paperwork was mailed on XX/XX/2020. She also said it was mailed regular mail and stated I did NOT need to sign or return anything. According to XXXX, my first payment would be due XX/XX/2020 and I could see and pay it online. On XX/XX/2020, I called Suntrust and spoke with XXXX. XXXX also claimed deferral paperwork was sent to me on XX/XX/2020. XXXX also claimed I needed to sign and return the paperwork and confirmed my first payment is due XX/XX/2020. I asked her to pull up a copy of a recent letter I received, which she said she could not do. She also could not provide any details or information regarding the deferral. 

The reason I am writing is due to the attached letter ( dated XX/XX/2020 ) I received the first week of XXXX. The letter is NOT a deferral. The letter claims Suntrust received my request for a deferral. The letter also states paperwork will be sent to me and the paperwork would need to be executed and returned. Most importantly, the letter states IF APPROVED, the paperwork will advise when to begin paying which CAN NOT BE ANY SOONER THAN 30 DAYS AFTER THE AGREEMENT. My issue is that I have not received any deferral agreement AND the letter states that a payment can not be any sooner than 30 days after the agreement, yet Suntrust has informed me twice that my first payment is due XX/XX/2020. I signed onto Suntrust today and it does not reflect that a payment is due XX/XX/2020 as I have been told. 

At this point, I have no idea as to how to proceed. I do not know if I am in a deferral, I do not know when I am supposed to pay, I do not know how much to pay, and I am being told I have a payment due in XXXX weeks despite the fact their letter states a payment can not be any sooner than 30 days after the agreement an agreement that doesnt even exist.

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 non-monetary relief