Consumer complaint received 2024-10-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
We have tried for 34 days to get an inspection scheduled so we can get the remainder of the home insurance monies from XXXX XXXX due to damage sustained from XXXX XXXX ( XX/XX/XXXX ). We need the funds released so we can finish repairs nad move back into our home. The contact with the company includes : Communication with Truist Bank : XXXX Spoke with XXXXXX/XX/XXXXXXXXo said she would order the inspection and it could take up to five days for the inspector to contact me, XXXX automated system said inspection was ordered XX/XX/XXXX ( three days after I called to request ) XXXX spoke with XXXX XXXX who stated the inspector called my cell phone number and left voicemail messages on XX/XX/XXXX and XXXX. I informed her that I had neither missed calls nor voicemail messages on those days. She stated she would put in another request and add that if I dont pick up to both leave a voicemail and send a text message. 
XXXX Spoke with XXXX XXXX XXXX or XXXX XXXX ). I asked if the inspector could text me, she did not see that as being previously noted. She confirmed the same company was assigned as the first inspection. SIDE NOTE : it didn't dawn on me that the first company was not the company that did the inspection in XXXX. I went through this same issue in XXXX where the original inspector would not return phone calls so I requested another company be assigned the job XXXX I text XXXX XXXX XXXX XX/XX/XXXX who did the inspection in XXXX to see if she could come out to do the inspection. She lives locally and was willing to come that day but realized the job had not been sent through by Truist. 
XXXX Spoke with XXXX , explained the whole situation again and asked him to have the job submitted to XXXX XXXX XXXX gave him the company name and her phone number. He said he would put in the request. 
XXXX confirmed with XXXX that the job has not been sent, called Truist and spoke with XXXX XXXX He stated he will submit the inspection inquiry to get a manager involved and will note that I am at the point of getting legal counsel involved. He stated he submitted an inspection escalation to the claims manager and was filing a corporate complaint on my behalf. He will put in a request for additional funds to be released until the inspection is submitted. 
XXXX Spoke with XXXX XXXX He stated he can ; t see who did the inspection in XXXX. I informed him the last operator was able to do that. Gave him all three company names that XXXX works for. Informed him that when I called Wednesday, XX/XX/XXXX, I was told this was escalated to a claims manager and a corporate complaint was filed but I have heard nothing.I stated this needed to be resolved today. He put me on hold and then disconnected the call. I called back and spoke with XXXX again. He stated that as of XX/XX/XXXX at XXXX. XXXX was approved to do the inspection. I put us on conference call and we spoke to XXXX XXXX who confirmed that the job still has not been sent over. XXXX will escalate again to a manager and have it resolved today. He said he would process another inspection escalation. 
XX/XX/XXXX XXXX ( no last name nor extension given ) left a voicemail message to call back regarding claim reference number XXXX. Called the automated line at XXXXXX/XX/XXXX and spoke with XXXX. I requested to speak with a manager but she was unable to connect me after I was on hold for 12 minutes. She said she would put in a request to her manager and assured me the manager would call me back within 24 hours. SIDE NOTE : its been 26 hours without a response from Truist XXXX emailed XXXX XXXX XXXX emailed XXXX XXXX XXXX XXXX XXXX replied asking for additional information, sent the above to him. XXXX XXXX replied and stated Ive connected with XXXX XXXX of our mortgage department. He is now reaching out to our servicing center to get a response. 
XX/XX/XXXX Emailed XXXX XXXX letting him know I have not heard from Truist and inspector still has not received job

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