Consumer complaint received 2022-01-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I was divorced several years ago and my ex took possession of our home. The mortgage was in his name and was/is being held with BBT/Suntrust/Truist. My ex was a veteran so this was a VA loan. 

In late XXXX in court my ex signed the home that was 2 years behind on payments over to me. I paid the {$20000.00} which was owed. This check was cashed by XXXX on XX/XX/XXXX. This brought the home current and up to date and satisfied the foreclosure. All was good at this point. 

I began the process of refinancing the home in late XXXX or early XXXX. When the new financial institution tried to get a payoff amount I noticed a difference in the amount and what it should have been. I contacted XXXX and tried to find out why I was being charged nearly {$800.00} more than I should have. I questioned them about these fees which they tried to explain {$300.00} and some off as escrow being in the negative. The escrow was NOT nor has been in the negative. When I told this to the man on the phone with me he stammered and stuttered and then said this amount had to do with the fact the home had been in foreclosure. I again said " no, I have already satisfied the amounts for the foreclosure '' ... The man then quickly ended our conversation. He could not tell me why I was being charged anything. He disconnected the call. 

My latest statement shows I am being billed for an appraisal, which I don't know when they allegedly performed. The appraisal didn't happen after I took possession of the home and I 100 % know this as I changed the door locks and I placed a new lock on the gate to the property. The appraisal fee is {$520.00}. My issues is with their ever changing amount and the appraisal fee. I understand some of the fees are taxes ( no problem ). Again, they never did a complete appraisal after I took possession of the home as the locks were changed XX/XX/XXXX and prior I took care of all charges related to the foreclosure with the {$20000.00}. They also haven't given me a date as to when this appraisal allegedly took place. They show when the fee was assessed ( XXXX ). 

On XX/XX/XXXX Suntrust/Truist/BBT cashed the check which brought this current taking this out of foreclosure. If the appraisal in question took place after XX/XX/XXXX why should I be responsible for this? I have requested the date the appraisal took place and have not received an answer. Without this information I can not determine if this charge is valid ( which I don't believe it to be ) Also, Just so you're aware XXXX XXXX ( the man I was with at the time ) was on the court document stating he could also receive information on this home. Calls were ended due to XXXX speaking with me in the background even though I explained he legally had the right to this information as well. 

As of XX/XX/XXXX, neither myself, my attorney covering the closing on the refinance, or the banking institution I'm going with to cover the new loan can get a payoff amount or balance from BBT/Suntrust/Truist and this has been going on for nearly a month holding up my ability to refinance this home and take it out of my ex husbands name. 

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