Consumer complaint received 2024-11-18 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: TX

Complaint narrative:
My wife and I have been engaged with Truist BANK and in particular their Client Resolution senior XXXX in their MORTGAGE DEPARTMENT for over a year for their improper payment of my real estate taxes. As a result of our disputing their payment of our real estate taxes, the issue escalated into over XXXX phone calls, several trips to the local Truist branch, requests to meet in person with any lawyer or bank executive, letter requests for information and finally requests for them to cease calling our home as we felt harassed. All this took place over our objection even though we never missed a payment or were late with a monthly payment. Some person acted without checking our status as senior citizen and unilaterally paid our taxes and that caused the chaos we have suffered through for more than a year.

I am over 80 years of age and they overwhelmed my wife and I with complicated calculations and demands for payment. We made payments and still wanted to dispute their actions but they continue to seek ways to inflict emotional distress rather than resolve the problem.

As we continue to try and resolve this, they keep adding on penalties and fees. I am sure their executives and chief legal counsel in charge of client resolution could not be aware of the pain and suffering that have been inflicted on us by their Client Resolution Specialists as well as violations of the consumer protection laws. If an executive of Truist or their attorney in Texas would just meet with us and review our communications with the senior specialists then I am sure this can be resolved before we take to social media and involve other government agencies or attorneys to assert our rights for the violations committed by their Client Resolution department.

We have not reached out to other government agencies as we hope your department can bring about the meeting we have requested. Truist actual said in writing they have no one to meet with us and their attorneys are too busy and not allowed to talk to us. I am sure the leadership of their organization would want to know how they treat their customers irrespective of our senior status.

I actually think the Client Resolution specialist department are protecting themselves by not escalating our requests for an in person meeting because we have the documentation to assert our claims above and expose their malfeasance and dereliction in meeting their obligations to consumers who are their customers.

I would hope their senior management would want to improve the process that we have had to deal with going forward. At the very least I would if I were in their position of leadership and trust I would want to understand what has taken place.

While we would like to get on with enjoying our retirement, I am not going to be denied the opportunity to educate their management and make the public aware of how Truist treated customers in our position. 
I hope you can assist us by getting the in person meeting and bring this information to light so that our outstanding issues are resolved. Please note that our payments on our mortgage are not in default because we did not want to risk foreclosure our lose our mortgage .Our concern and the treatment we received is more than about money at this stage. They need to correct how they deal with their customers.

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