Consumer complaint received 2021-08-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
Suntrust Forebearance Timeline Suntrust sent out a letter during the covid pandemic. I responded to them in XXXX of XXXX about the forebearance program. At this point I was told by rep we would get something in the mail. 

We received first letter on XX/XX/XXXX advising we are being assigned Home Preservation XXXX XXXX XXXX XXXX XXXX. Shortly after on XX/XX/XXXX received 2nd letter saying we were approved for forbearance and payments suspended from may thru XXXX and would begin back in XX/XX/XXXX. I paid the XXXX mortgage in full. 

On XX/XX/XXXX another letter came stating the dates of suspension are changing to XXXX thru XXXX with next payment due XX/XX/XXXX. In XXXX I called Suntrust and the rep I spoke to advised me to pay my escrow if possible. On XX/XX/XXXX I paid the escrow of {$330.00}. 

On XX/XX/XXXX received letter asking us to find a solution for our hardship situation. On XX/XX/XXXX we paid XXXX escrow of {$330.00}. They sent back the check so we sent in another check. 

On XX/XX/XXXX we received letter wanting us to contact Suntrust about our delinquent account and foreclosure alternatives. I called them to ask why received the letter since I was in this program. They advised ot just ignore the letter. 

On XX/XX/XXXX I paid XXXX 's escrow in the amount of {$330.00} which they returned because they said they could not locate a valid mortgage loan number. I sent another check on XX/XX/XXXX. On XX/XX/XXXX I paid XXXX escrow. XX/XX/XXXX I paid XXXX escrow. 

On XX/XX/XXXX Suntrust sent letter acknowledging we contacted them about payment deferral. On XX/XX/XXXX I paid escrow of {$320.00} for XXXX. on XX/XX/XXXX I paid my XXXX payment of {$1200.00} per the changed dates Suntrust gave me to start normal payments. 

On XX/XX/XXXX we received another letter stating Suntrust received our request for payment defferal and are processing my request and late charges will not be charged during the process. I then called couple days later and spoke to rep who said to not make a XX/XX/XXXX payment because the full payment we paid for XXXX which we were not to pay will be applied for XXXX. 

XX/XX/XXXX we received another letter about foreclosure and on XX/XX/XXXX a letter saying we had been approved for payment deferral again. 

So after all these confusing letters, i called back in and another rep had told me to not send in a XXXX payment becuase the payment made for XXXX would be applied to it. 

When we received our XXXX statement in the mail it showed we were delinquent {$7700.00} as of XX/XX/XXXX. At some point after the statement we recevied a foreclosure letter again. So I was confused each time I spoke to someone. Each rep would tell you something different and that someone would call you back, which no one ever did. 

If someone called you back, they did not know anything or even an update. On XX/XX/XXXX another letter stating payment application correcion has been completed on loan, so I thought they finally fixed the payment for XXXX and put it toward XXXX. 

So in XXXX there were several calls to figure out when the deferal would begin. No one knew. They advised would have someone call back no one did. On XX/XX/XXXX I paid XXXX payment and XX/XX/XXXX i paid XXXX payment. 

On XX/XX/XXXX I received a copy of the deferral documents to sign and mail back. I mailed back XX/XX/XXXX and paperwork received by Suntrust on XXXX. XX/XX/XXXX I paid XXXX payment, XX/XX/XXXX paid XXXX payment, XX/XX/XXXX paid XXXX statement. 

On XXXX XXXX I received letter about delinquent accoungt and foreclosure again. I received notice on XX/XX/XXXX that my payment amount was increasing each month because of escrow. 

On XX/XX/XXXX I paid XXXX payment and received receipt in the mail. I received letter on XX/XX/XXXX saying Suntrust has not received my payment for XXXX. I called in to ask why I was assessed late fee and that they did not receive payment. Rep advised it was there error and to not worry about it and credited the late fee. 

On XX/XX/XXXX I paid my XXXX payment of {$1300.00}. On the same day I received a letter from Suntrust about my delinquent account and foreclosure. I called them again and asked why I am getting notfications about being delinquent. I was told that I did not pay my XXXX payment and each payment afterwards has gone toward the previous payment. 

I explained to the rep that I was told my XXXX payment was to go toward my XXXX payment and not to pay. They went through the notes said they saw everything and they would send this correction to the right team to have fixed. I was told someone would reach back to me to confirm. A week later I had not heard so I called back in and rep advised me still looks like being worked and I would have to wait. 

In the middle of XXXX received letter stating they have not received my XXXX payment. I called back and I asked for a supervisor to call me back. They advised would take couple days. No supervisor has called me back to this day. 

It seems no one really understands the program and how to fix the issue and make my payment for XXXX to be applied to XXXX so I still show delinquent on my account and I have not even checked my credit to see if they have marked me delinquent. 

I just want my account to reflect I am up to date. I can not seem to get anyone who can help fix the issue and it is very frustrating.

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 monetary relief