Consumer complaint received 2025-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
My husband and I have owned a condominium unit in XXXX XXXXXXXX XXXX since XXXX. Our unit is covered by a Master Insurance policy, which includes, among other things, flood insurance. This Master Insurance policy is renewed every XXXX. Our unit has a mortgage held by Truist Bank. Each year, the bank requires proof of flood insurance coverage. Each year we provide proof that the coverage has been renewed by uploading the new policy onto XXXX website. Each year, Truist replies that it is unable to proceed with updating the policy information and makes a vague statement about whether the date of the submitted documents are current. The policy submitted is always the current policy. 
This year, I submitted our new policy, which clearly states that the policy period is from XX/XX/XXXX through XX/XX/XXXX. I uploaded the current policy twice and submitted it by email once. This year, as in the past, Truist rejected the proffered policy. Truist apparently could not read the police coverage dates because its email rejecting the policy submitted suggested I review the Declaration Page and ensure that the policy is for the period in question. As stated above, the Declaration page clearly specifies that the policy covers XX/XX/XXXX through XX/XX/XXXX. 
Truist 's response this year echos its response in previous years. The policies submitted have always current, showing coverage for the year, as requested by Truist. Each year since XXXX, we have had to go back and forth with Truist submitting the same documents showing current coverage until finally, after months of aggravation, stress and unnecessary wrangling, Truist accepts that the submitted documents do indeed prove current coverage. Efforts to speak to a Truist representative to explain the situation are futile, since the phone number provided has no option to speak with a living human being. 
In XXXX and again in XXXX, I submitted complaints with the CFPB and the problem was quickly resolved when Truist accepted the documents submitted. I submit this complaint hoping for the same result. 
But I have to wonder why Truist engages in this folly every year, rejecting the policy information submitted again and again. I think I do know the reason why. Truist has an associated insurance company and threatens to " purchase '' a policy and add the cost to our mortgage amount if proof of coverage is not submitted. At least once, in XXXX, Truist " purchased '' its policy and tried to charge us, despite the fact that the policy we submitted already provided adequate coverage. In XXXX and XXXX, I filed a complaints concerning this charade and, due to the CFPBs intervention, Truist finally accepted the insurance documents we uploaded without the usual dragged-out drama. I am hoping for the same result this year. I can not fathom why Truist engages in this parody each year, but I suspect it must have something to do with the banks hope that it can foist off expensive insurance policies on at least some of its customers. At any rate, I have attached the insurance documents provided by our insurance agent and uploaded to Truist 's site ( as well as emailed to Truist ), as well as XXXX response. 
I am hoping that, once again, the CFPBs intervention convince Truist to read the documents submitted and accept them as sufficient to show insurance coverage, as they have in the past, albeit after months of wrangling.

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 non-monetary relief