Consumer complaint received 2025-03-26 00:00:00
Product: Mortgage — Other type of 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: MD

Complaint narrative:
________________________________________ To Whom It May Concern, Subject : Formal Complaint Abuse of Client in Documented Hardship by Truist Bank ( Loan # XXXX ) NAME OF MY BUSINESS : XXXX XXXXXXXX ADDRESS : XXXX XXXX XXXX, XXXX, MD, XXXX I am writing to formally file a complaint against Truist Bank for its unacceptable, callous, and predatory treatment of mea XXXX XXXX XXXX  facing significant personal and professional hardshipdespite my repeated efforts to communicate, cooperate, and cure arrears on my SBA-backed mortgage loan. 
My XXXX XXXX is the holder of Loan Number XXXX, issued by Truist Bank in XX/XX/XXXX, for the purchase of an office condo located at XXXX XXXX XXXX, XXXX, MD XXXX. From the onset, I made timely payments until XX/XX/XXXX, when tragedy struck : my wifemy business support and life partnerwas diagnosed with XXXX XXXX, and after a brutal battle, she passed away on XX/XX/XXXX, leaving behind a XXXX son and another child  who had XXXX XXXX XXXX. Her death devastated both my family and my business. Despite the emotional and financial turmoil, I worked diligently to keep my mortgage current and was never more than 70 days behind. 
In XX/XX/XXXX, I began working with XXXX XXXX, the Truist representative assigned to my account. I was transparent about my hardship and even provided evidence of a newly awarded contract with the U.S. Department of Veterans Affairs, demonstrating that my business was recovering. Yet, despite all documentation, cooperation, and goodwill, Truist began taking actions that appear designed to deliberately sabotage my recovery and force a foreclosure on an appreciating asset. 
On XX/XX/XXXX, I attempted to make my usual monthly payment through a transfer from my Truist checking account to my loan account. The payment was rejected. When I contacted XXXX XXXX, I was shocked to learn my account had been sent to a law firm ( XXXX XXXX ) without my knowledge or consent. She informed me I could no longer make payments directly. I immediately contacted the law firm and was told I owed {$5600.00}. I transferred this exact amount into my Truist checking account and submitted the payment on XX/XX/XXXX, which was accepted. 
However, I was then told by the attorney that unless I made another payment within two days ( by XX/XX/XXXX ), Truist would accelerate the loan. This is despite the fact that the loan was now current. I repeatedly requested direct access to my loan account to continue making paymentswhich had always been my methodbut Truist refused. 
In XX/XX/XXXX, I received a letter from the attorneys stating the loan had been accelerated, citing missed payments for XXXX and XXXX. This was falseTruist had blocked my access and refused to accept my payments. I provided screenshots and proof of a {$3400.00} payment made in XXXX to bring the loan current, yet Truist rejected this payment and maintained the acceleration. 
It became clear to me that Truist was not acting in good faith. Their refusal to accept reasonable paymentsdespite documented hardship, my demonstrated ability to pay, and my consistent effort to cooperatesuggests a predatory motive. I strongly believe that Truist is targeting my property for seizure and resale due to its appreciated value rather than fulfilling their duty to assist clients in temporary distress. 
In XX/XX/XXXX, I requested a loan payoff, only to find the amount grossly inflated with added legal and appraisal fees. Truist even sent an appraiser to my propertyfurther evidence of their foreclosure agenda. On XX/XX/XXXX, I submitted yet another proposal to pay the full past-due amount, including an additional {$5000.00} to the principal, but Truist outright rejected this and instead escalated legal threats toward me and my business. 
This is not how a reputable financial institution should treat a client who has endured unimaginable personal tragedy and done everything possible to remain in good standing. Truist Bank has abused its position of power by weaponizing the loan servicing process to force an unnecessary and cruel foreclosure rather than provide the very accommodation that SBA-backed loans are supposed to allow. 
I am demanding immediate review and resolution of this matter, including : 1. Reversal of the loan acceleration ; 2. Acceptance of all previously attempted payments ; 3. A full accounting of fees added since XX/XX/XXXX ; 4. Restoration of my ability to pay directly into the loan account ; 5. A formal investigation into Truists handling of this account and failure to engage in meaningful hardship resolution. 
I am prepared to escalate this complaint to the Consumer Financial Protection Bureau ( CFPB ), the Small Business Administration ( SBA ), and other relevant oversight bodies. I will also consider media engagement and legal action if this matter is not resolved fairly and promptly. 
Truists handling of this case is a tragic example of how financial institutions can use bureaucracy and legal posturing to trample small business owners at their most vulnerable moments. I trusted Truist to be a partner through hardshipnot a predator waiting to seize assets. 
Sincerely, XXXX XXXX XXXX XXXX [ Enclosures : Death Certificate, Payment Screenshots, Emails, Legal Letters, Proof of Contracts ]

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