Consumer complaint received 2025-06-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: TRUIST FINANCIAL CORPORATION
State: AZ

Complaint narrative:
b'Background\n\nI am the personal representative of the XXXX XXXX XXXX XXXX XXXX  the borrower on mortgage loan XXXX XXXX XXXX now serviced by Truist Bank (successor to SunTrust).\n\nTruist has referred foreclosure activity to its outside counsel XXXX XXXX XXXX XXXXXXXX XXXX XXXXQualified Written Request (QWR) and demand to cease\n\nXXXX XXXX XXXX  I emailed and certified-mailed a DEMAND TO CEASE & QUALIFIED WRITTEN REQUEST to RS Legal and Truist. The QWR:\n\nIdentified the loan, borrower, and estate status;\n\nAsked Truist to correct several servicing errors (misapplied payments, unexplained suspense-account balance, duplicate force-placed-insurance charges); and\n\nRequested copies of the payment history, escrow analysis, payoff calculation, and all foreclosure fees to date.\n\nUnder 12 U.S.C. 2605(e) / Reg X 1024.35-.36, the servicer must acknowledge within 5 days and provide a substantive written response within 30 business days. \nfiles.consumerfinance.gov\nconsumerfinance.gov\n\nNo timely or adequate response\n\nRS Legal only sent an automated we received your request email. No acknowledgment letter, no documents, and no error-correction response arrived within the 30-day window (deadline XXXX XXXX XXXX. This violates the QWR and error-resolution time limits. \nconsumerfinance.gov\nconsumerfinance.gov\n\nInaccurate reinstatement quote & continued foreclosure pressure\n\nXXXX XXXX XXXX XXXX Legal XXXX XXXX XXXX XXXX XXXX emailed a Reinstatement Quote good through XXXX that:\n\nAdded XXXX in corporate advances/other fees without explanation;\n\nOmitted three payments previously confirmed as posted on Truists web portal; and\n\nWarned that foreclosure would continue if the quoted sum was not paid.\n\nBecause Truist never answered the QWR, I cannot verify or dispute these charges. Dual-tracking foreclosure while ignoring a pending QWR is barred by Reg X 1024.41(f). \nconsumerfinance.gov\n\nPattern of similar complaints against Truist\n\nCFPBs own database shows multiple recent complaints alleging Truists failure to respond to QWRs, mishandling successor-in-interest accounts, and inflated reinstatement quotes (e.g., IDXXXX XXXX XXXX XXXX. \nconsumerfinance.gov\nconsumerfinance.gov\nconsumerfinance.gov\n\nTruists predecessor SunTrust paid $XXXX XXXX  in relief for servicing misconduct in a XXXX  CFPB/DOJ consent order. \nconsumerfinance.gov\n\nHarm suffered\n\nThe estate has incurred late fees, attorney costs, and credit damage.\n\nOngoing uncertainty prevents us from marketing or refinancing the property to satisfy the debt.\n\nDesired resolution\n\nRequire Truist to produce the full servicing file, payment history, and escrow records.\n\nSuspend all foreclosure activity until the QWR is answered and any errors are corrected.\n\nRemove all improper fees and provide an accurate payoff/reinstatement quote.\n\nCorrect any negative credit reporting related to the disputed amounts.\n\nProvide written confirmation that the estates successor-in-interest status is correctly coded in Truists system.\n\nSupporting regulations\n\nRESPA 6(e)  Qualified Written Request duties. \nfiles.consumerfinance.gov\n\nReg X 1024.35  Error-resolution procedures. \nconsumerfinance.gov\n\nReg X 1024.36  Information-request procedures. \nfiles.consumerfinance.gov\n\nReg X 1024.41(f)  Dual-tracking foreclosure restrictions. \nconsumerfinance.gov\n\nCFPB consent order history (SunTrust/Truist). \nconsumerfinance.gov\n\nTruists own mortgage-servicing forms referencing RESPA dispute rights. \ntruist.com'

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