Consumer complaint received 2023-08-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
From : XXXX XXXX XXXX Mailing : XXXX XXXX XXXXXXXX XXXX XXXX, Georgia XXXX Landline : ( XXXX ) XXXX Truist Bank Mortgage XXXX XXXX XXXX XXXX, MD XXXX Loan number : XXXX When COVID happened, I was directly affected by COVID. XXXX members of my family died from XXXX and I had to have XXXX surgeries. Consequently, I am on XXXX for the rest of my life. 

I am a 12-year United States Veteran and my mortgage was purchased via the VA program XXXX 

Due to COVID, Truist Mortgage placed my mortgage in a forebearnace program for six months. When I initially agreed to go into forebearance program, the gentleman informed me that my payments would be attached to the end of my loan. Subsequently, a Truist representative called me to inform me that he lied. During that call, she promised to place my due date to the END OF THE MONTH - she stated that would make it easier for me to get make my monthly payments because, all of my regular bills were due at the beginning of the month. 

Shortly that call, another Truist representative called me to inform me that she LIED. The representative informed me that, EVEN THOUGH TRUIST OWNS MY LOAN and that TRUIST CAN CHANGE THE DUE DATE IF THEY WANT, they refuse to help me stay in my and will keep the due date at the BEGINNING of each month when ALL of my other bills are due - making it EVEN more difficult for me to make my monthy mortgage payments. 

PLEASE UNDERSTAND - ALL OF THE TRUIST FOREBEARANCE REPRESENTATIVES LIED THROUGHOUT THIS ENTIRE PROCESS. 

When the program ended, I complied with EVERYTHING that Truist Mortgage instructed. Near the end of the program, Truist sent me documents to sign. When I mailed them back in their envelop, they informed that they lost the documents. Truist sent another set of documents for me to sign to continue with my payments after the forebearance program was completed. After signing where the red and yellow tabs instructed me to sign and having the documents notarized, I mailed the documents back to Truist. 

On XXXX XX/XX/2023, another Truist female representative called me and informed me that my notarized documents were received ; but, she did not like my signature. I told her to look at my signature on ALL of my documents; and tried to convey that was my signature. During the ENTIRE call, she was speaking XXXX ( had a VERY ignorant XXXX tone to her voice ) and threatened me over the phone with the prospect of taking my home away from me. She indicated that Truist, ALL ALONG, had it in mind to take my home away from the onset of entering the forebearance program. The call was SO bizarre and threatening, that I had to end the call. 

NOTE : Banking crimes have NOT ended. Many thousands are homeless due to criminal banking practices that are similar to what Truist is currently doing to my mortgage loan. The banks are taking advantage of people who were directly affected my COVID ; and consequently, doing everything that they can to take our homes! PLEASE INVESTIGATE!

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