Consumer complaint received 2022-11-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
We closed on our home XXXX and our No Escrow mortgage monthly payment was {$1600.00} ( I've attached screenshot of our closing document ). On XXXX we received a mortgage bill for {$1800.00}. Not sure why our bill had gone up, we called and was informed there was an adjustment in our city taxes for the previous year ( XXXX ) of {$300.00}. We advised we did not get a bill in the mail or an e-mail informing us this of this change ( e-mail is our preferred method of contact for property tax changes as noted on our Truist file ). During that call we repaid the {$300.00} to Truist via debit from our checking account and was advised they would submit for the removal of of the additional fee to our mortgage. They refused to remove the amount. We escalated the call to their consumer complaints department. 

With consumer complaints on line we placed a three way call to the of XXXX XXXX Tax office to question why we did not receive the XXXX tax adjustment from them, and was informed the adjustment was mailed to the owner on record for XXXX which was XXXX XXXX XXXX ( our builder ). After contacting XXXX XXXX they informed us they forwarded the bill to Truist. Truist did not forward the bill to us as required by the Escrow Wavier agreement ( I've attached a screenshot of this ). We were only alerted of an increase in our monthly mortgage payment when we received the XXXX mortgage statement which did not include any explanation of why the payment was higher. Truist advised they mailed a notice but could not provide proof a notice was mailed. I've included a screenshot of our Document Center which shows all mailings from Truist to us as well as the PDF of what was mailed up to 6 months prior to the XXXX statement ; no tax adjustment bill was mailed. Also our preference for being contacted by Truist concerning Property Tax Changes is via e-mail, Truist could not provide proof they sent an e-mail notice either ( I've attached a screen shot of this email preference ). All of this was explained to their corporate complaints department. Truist again refused to remove the increase. This decision we do not agree with and is against the terms of the Escrow Waiver agreement in our mortgage which states a bill should be mailed out and Truisn though they claim they did mail us a notice, they could not provide proof they either mailed or e mailed said notice. 

Also, for the year of XXXX we paid our county and city tax bill ( I've attached receipts ) and Truist is now attempting to collect repayment and escrow for those XXXX taxes ; taxes they did not pay! ( I've included their request for repayment and escrow for the XXXX taxes ). We contacted consumer affairs once again and they would not remove the increase or the request for repayment even after we provided the receipts showing we paid the city and county tax bill.

We believe Truist is operating in bad faith. They also reached out to our homeowners policy, which was active and paid up to date, issued a payment for the balance and attempted to open an escrow for Hazard/ Homeowners Insurance. Our Homeowners company, XXXX, refunded Truist as they agreed Truist had no authority to make payments on our account after we provided then with our No Escrow Wavier agreement with Truist. Truist would not remove the Hazard Insurance until they received their refund from XXXX ( I've attached screenshots of the addition and removal of Hazard insurance ). Truist would not explain why this was done. 

Again we believe Truist is operating in bad faith. We would like our mortgage returned to {$1600.00} as we have not violated the terms of our No Escrow agreement. Thank you.

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