Consumer complaint received 2024-05-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: TRUIST FINANCIAL CORPORATION
State: MA

Complaint narrative:
XXXX XXXX : Provided insurance policy declaration as proof of insurance as requested by Truist. Emailed to XXXX and uploaded to Truist portal on XXXX XXXX XXXX : Received confirmation email from Truist of receipt of insurance policy declaration as proof of insurance XXXX XXXX : Received email that submitted proof of insurance was not accepted, because the period was not correct ( it was ). Threatened me with charging me for additional insurance ( that I didn't need ). 

XXXX : Called Truist, spoke with customer support, they said it was a mistake and the insurance information was sufficient and what was needed. 

XXXX XXXX : Received email from Truist Bank Insurance Team : `` RE : Updated Insurance Information This email is being sent per your request. Thank you for providing evidence of insurance coverage for your property. We are cancelling all steps to obtain lender placed insurance on your home. Thank you for your time. 

If you have any questions or concerns, don't forget that we're here to help! 

You can view or upload a copy of your insurance policy at our secured site www.mycoverageinfo.com/truist or contact us at ( XXXX ) XXXX. 

Sincerely, Your Truist Bank Insurance Team '' XXXX : Received letter from Truist saying they needed proof of insurance and that I would be charged {$730.00} for secondary insurance because I had not provided proof. Provided insurance policy declaration as proof of insurance as requested by Truist. Emailed to XXXX and uploaded to Truist portal on XXXX Received confirmation email from Truist of receipt of insurance policy declaration as proof of insurance XXXX : Received letter from Truist saying they needed proof of insurance and that I was charged {$730.00} for secondary insurance because I had not provided proof. 

XXXX : Called Truist, spoke with customer support, asked why they hadn't received the previously provided proof of insurance. They couldn't explain why the documents weren't being accepted. I emailed my insurance company to provide them with copies of all previous declarations as well as emailed them myself. 

XXXX XXXX : XXXX XXXX ( part of my insurance company team ) emailed copies of all prior and current policy declarations. They received email confirmation of receipt of declarations XXXX XXXX : XXXX XXXX ( part of my insurance company team ) emailed copies of all prior and current policy declarations. They received email confirmation of receipt of declarations XXXX XXXX : Received confirmation email from Truist of receipt of insurance policy declaration as proof of insurance XXXX XXXX : XXXX XXXX ( part of my insurance company team ) received email from Truist that the policies were not accepted as proof of insurance. 

XXXX : Called Truist, spoke with customer support, asked them to verify they had all copies of all declarations. They said they had. They said they would remove the {$730.00} Forced Placed Policy, and it would be taken off the escrow account in 15 days. I asked Truist to set up my escrow account so I could have the insurance paid directly from escrow account. They said they would send me a snail mail form. 

XXXX : Received letter from Truist saying `` in order to establish an escrow account for property taxes and/or homeowners insurance, please provide our office with the following documents : o A copy of my paid tax receipts indicating taxes are paid current o A copy of my paid insurance policy indicating insurance is paid current XXXX : Called Truist, spoke with customer support, had the customer support rep read through all the notes dating back to XX/XX/XXXX. She confirmed that the {$730.00} was still not removed. I told her to look at the account transactions and confirm that the proporty taxes had been paid out of the escrow account and were current the entire team ( so no further proof was needed ). I also asked her to confirm she could view the current insurance policy declaration ( she could ). 

I asked her what was needed to set up the escrow account to pay the insurance out of the escrow. She brought an insurance team member on the line, who said she could not find proof of XXXX insurance policy declaration ( despite having been provided numerous times ( see above ), and the {$730.00} was still on the account. I had her call my insurance company and had them send copies of all insurance policies again. 

XXXX XXXX : Emailed XXXX XXXX ( part of my insurance company team ) that I needed her to once again send the proof of insurance declarations. 

XXXX XXXX XXXX : Provided insurance policy declaration as proof of insurance as requested by Truist. Emailed to XXXX and XXXX and uploaded to Truist portal on XXXX XXXX XXXX XXXX : Provided insurance policy declaration as proof of insurance as requested by Truist. Emailed to XXXX and XXXX and uploaded to Truist portal on XXXX XXXX XXXX : Received confirmation email from Truist of receipt of insurance policy declaration as proof of insurance XXXX XXXX : Received confirmation email from Truist of receipt of insurance policy declaration as proof of insurance XXXX XXXX : XXXX XXXX ( part of my insurance company team ) emailed copies of all prior and current policy declarations. They received email confirmation of receipt of declarations This is never going to stop at this point. I will not provide the same information because their IT systems or processes ( or both ) can not handle their requests. 

I need help here. I am thinking of going to arbitration or suing them in court for mishandling of my loan.

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