Consumer complaint received 2026-04-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
This is my second claim for the same complaint. My prior complaint was case # XXXX and my mortgage loan number is # XXXX. My mortgage is with Truist and my complaint is that due to errors and extremely late ( minutes prior to signatures at closing ) calculations on the closing disclosures provided to me during the loan process, Truist caused me to forgo using {$2400.00} of seller credits which were clearly stated in my offer to purchase agreement. Truist states their loan team acted within all applicable guidelines and procedures and therefore declines my request for compensation in the above amount. Truist however did issue me a check in the amount of {$1200.00} they said due to multiple changes that occurred on the actual day of closing and causing further delay. Truist also states the delay was a result of discrepancies related to SC tax calculations which required correction to ensure accurate amounts were collected. Once the final figures were confirmed, I was promptly contacted so the documents could be executed with the notary. THIS IS COMPLETELY FALSE. The Truist loan team sent me an erroneous closing disclosure the evening before closing that did not match those prepared by the attorney and I caught the error. The next day the Truist team scrambled to re-adjust what they could to get the seller credits used and as time ran out they told me there was nothing more they could do. This was 100 % fixable had they prepared accurate calculations and documents the evening before having nothing to do with taxes and everything to do with seller credits. We would have had time to update the offer to purchase removing the overage in seller credits and maintained closing. The last minute changes within minutes of closing took away my use of full seller credits and Truist is 100 % responsible. I am asking for the balance between my original claim request of {$2400.00} minus the reimbursement I received from Truist of {$1200.00} which leaves a balance owed to me by Truist in the amount of {$1100.00}. Here is how the full process played out : ( I will attach 4 closing disclosures provided to me by the Truist mortgage team. I have labeled them for ease in determining the order sent # XXXX, # XXXX, # XXXX, # XXXX. My closing date was scheduled for XX/XX/XXXX from the beginning and never changed ) 1. The first CD was sent on Friday XX/XX/XXXX and I questioned the accuracy because it was clearly not inline with what had been discussed or what I was expecting. XXXX XXXX assured me this was normal and early the following week I would be sent the updated accurate CD 2. The following Week on Monday, Tuesday and Wednesday I kept asking for the updated and accurate CD. ( I have emails ) The closing attorney also asked for the final CD to be provided by XXXX on Tuesday XX/XX/XXXX in order to have sufficient time to review and get it in XXXX XXXX ( My closing was a mail away ). XXXX XXXX responded to my email request on Tuesday afternoon at XXXX and said they were having a " technical hiccup '' and all hands were on deck. Finally, in the afternoon on Wednesday XX/XX/XXXX Truist sent CD # XXXX to me and to the attorney and it was acknowledged at XXXX. You will note this XXXX has the full {$19000.00} seller credits applied ). XXXX. On the evening of the XXXX after having time to review both the CD and loan package provided by the attorney, I compared the 2 and discovered a discrepancy. I emailed both the attorney and Truist and asked for them to get together first thing in the morning and figure out the discrepancy and get it corrected ( Email attached ) 4. At some point between the evening of the XXXX and the morning of the XXXX, Truist must have communicated with the attorney and told them of their mistake / oversight / miscalculation, etc ... and that the entirety of the seller credits could not be used. THIS WAS NOT COMMUNICATED TO ME until I received this information on the morning of my closing. ( Email attached ) XXXX. On the same day of my closing with only hours to spare, I was then given CD # 3 where the seller credits were reduced. My closing must take place by XXXX as I'm using the Trusit notary in branch if we are to keep the XX/XX/XXXX date. I asked what could be done and gave some suggestions myself. I asked XXXX XXXX ( Truist ) if an additional month of taxes could be added to increase the closing costs? I asked if the seller could write me a check for the balance left on the table. The seller checked with her attorney and said she was advised not to do that. I was told everyone at Truit would be looking at what they could do and I should make my way to the branch as we were nearing the end of the day. I was told the updated CD with adjustments would be sent to the branch manager and he could print it and we can still move forward with closing. I was also told if we change the Offer to Purchase, closing would be delayed until the following Monday. This was not possible since I had movers and labor arranged for the following morning at XXXX. XXXX. While sitting in the Branch VP 's office signing everything within the loan package, the updated CD came across his email and he printed it. XXXX said it was " the best they could do '' and they adjusted some things, returning my up front credit fee and appraisal. It was past XXXX at this point. I still had to complete signing, notarizing, and get to a XXXX office by XXXX to return the package. I was not able to review the updated CD due to lack of time and pressure. I discovered afterwards the updated and final CD # XXXX produced last was actually worse than the prior CD # XXXX and caused my payments to increase and still left significant seller credits on the table. XXXX. I messaged XXXX the following day and expressed my dissatisfaction and requested a call from her manager. XXXX. I contacted XXXX on XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XX/XX/XXXX via email each time asking for her managers contact information and to receive a callback. I never heard back from anyone other than XXXX after one of the earlier emails saying there was nothing they could do. XXXX. On XX/XX/XXXX I filed an official complaint and messaged the XXXX of the XXXX. XXXX. I received a letter from Truist dated XX/XX/XXXX ( attached ) determining Truist acted within all applicable guidelines and procedures. Several statements within the letter are false and I've highlighted these within the letter. XXXX. Due to the inaccurate information delivered to me by the Truist Mortgage team and the delay in getting the final numbers and disclosure to me, this caused me to lose full use of the seller credits offered to me at a loss of {$2400.00}. Had the Truist team delivered accurate and timely information on my closing calculations, I would have had time to work with my broker and the seller and adjust the Offer to Purchase contract and would not have left money on the table. This is 100 % attributed to the lack of accurate and timely information by Truist. It is completely unacceptable to receive wrong disclosures within 24 hours of closing and me- the consumer be the one to point this out. Then is it completely unacceptable for Truist to come back and blame the unusable credits on " the way the agreement was written ''. They had the agreement in hand for weeks yet expressed no concerns.

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