Consumer complaint received 2026-03-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: TRUIST FINANCIAL CORPORATION
State: NV

Complaint narrative:
I am submitting this updated statement in response to the servicers reply regarding my complaint. My concern is not simply that My husband the co-borrower and I the main-Borrower signed documents, but that my husband who is XXXX XXXX and XXXX did not have a meaningful or accessible opportunity to understand what he was signing. At the time of the loan and throughout the XXXX forbearance and loss mitigation process, the servicer had documentation that my husband XXXX XXXX is XXXX XXXX and receiving XXXX XXXX benefits. Despite this, no reasonable accommodations were provided to ensure I could review or understand the terms of the Partial Claims. The forbearance was presented to us as a temporary pause in payments by XXXX & XXXX throughout the term of the forbearance, and the situation was framed as urgent by Truist Bank, with statements that it was imperative to sign documents to keep the loan in good standing. We were not clearly or effectively informed that the Partial Claims would create liens against the property that would later be repaid from the sale proceeds. Due to my husband 's visual impairment, he was forced to rely on verbal explanations, which I now dispute were clear or sufficient. The servicer continues to rely on the fact that documents were signed and notarized. However, a signature alone does not demonstrate informed consent, particularly when a known XXXX affects the ability to review written documents and no accommodations were documented. Additionally, the servicer has failed to provide key information relevant to this dispute. I requested call recordings from the XXXX period to verify what was communicated, but I was informed they are no longer available. The servicer has also failed to provide a written call recording retention policy, transcripts, or any detailed documentation beyond general servicing notes to support their claim that my husband and I understood the terms. I have also requested all servicing notes, communications, and documentation showing how my husband and my understanding was confirmed and whether any accommodations were considered or offered, but no meaningful evidence has been provided. Given these facts, I maintain that the process used to obtain my husband and my agreement to the Partial Claims was not fair, not transparent, and not accessible given my husband 's documented visual impairment. I am requesting that the CFPB require the servicer to fully respond to my husband 's and my information requests and review whether proper procedures were followed to ensure informed consent and effective communication under these circumstances. My husband and I also request reconsideration of an appropriate resolution given the lack of accessible communication and missing evidence. Thank you for your consideration.

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