Consumer complaint received 2023-05-03 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Copied via email to Truist on XX/XX/XXXX Well when I first joined with BB & T when I first opened this loan everything was wonderful. The customer service was always on point every time I needed help with my mortgage I was accommodated. 
Before the merge I had experienced hardship during covid due to covid. Me and my family went without wages leaving me as a single mom to be behind on my mortgage. We attempted this repayment plan being insured that everything would be okay. We are also in the State of Florida where we have suffered natural disasters almost every year. I needed the repayment plan so that I could officially be caught up on my mortgage as I have been a client with this company for almost 10 years. When the merch happen with truest I was ready to start closing my repayment plan to go ahead and finalize all the paperwork so that I could start making payments and getting ahead. 

However I received my paperwork back incorrectly named and incorrectly addressed to the wrong people. As I have provided proof attached. 

This third or fourth time sending back paperwork most recently ended up coming in 2 days after it's due date. 

I understand that things have to happen in a timely manner however XXXX stated that I received my package on the 6th however it did not show up on my doorstep until the 23rd. I'm not quite sure how that happened but it was mixed with some other packages that I was waiting on as well. 

I filled out the paperwork and waited until I could get it notarized to send it in I also was in contact with customer service on the 22nd to let them know what was going on they insured that everything would be okay. I tried my best to get it back in a timely manner. 

However because my paperwork has been sent to me incorrectly so many times causing this situation to go out a duration of an additional year and a half I have been continuing to make payments and stay loyal customer of truist. 

But now I have been informed by customer service that because my paperwork was received two days after the due date which I was not aware of exactly what day that would be. 

Now my entire case is discarded including the paperwork that I sent with all of my confidential documentation so here is an official email attached. 

I have all the copies of incorrect paperwork from truist!. 

I have also request new paperwork in the event my paperwork is discarded..Please make sure that all the information is correct it should read the following.. let 's please not drag this out I'm really just trying to get passed this as I called to make payments today... please make sure the information is correct because I'm not trying to drag this out another year or so.. 

Information should be in as following.. 





XXXX XXXX XXXX A Single Woman XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Owner occupied Yes I reside in my home And I am desperately trying to keep it but if Truist doesn't want my business I will refinance somewhere else. 

Copied from email sent to Truist on XX/XX/XXXX XXXX again. I called customer service on XX/XX/XXXX. 
The representative on the phone heard the situation described in this email feed. The representative also noted that I called to check the status of my paperwork and make 2 scheduled payments for XXXX and XXXX. 

She informed me about my case with my repayment plan with truist home preservation is being canceled over my paperwork coming 2 days after due date. She noted that I went through the previous conversation when I contacted customer service on the 22nd about not receiving my paperwork. She said I received on the 6th but I didn't receive it until the XXXX  of XXXX. Then had to wait for the opportunity to get it notarized again with my notary. Then sent back the following week via ups drop box sight as soon as I could get it signed. She stated that she notated all of this information. 

The representative on XXXX said she would send an email to the department handling paperwork to see if they can consider my case because it's been dragged out long enough. The representative informed me she would contact me within 24-48 hours to give me an answer. I still have yet to hear back on if I have to AGAIN restart this plan paperwork with correct naming and addressing information and ownership. She told me I could not make anymore payments. I told her I just wanted to get passed all of this. I offered to call back just in case she the repeated her response to stating she would be in contact with me. 


There was a second call to home preservation made from myself on XXXX. This time the representative told me she didn't want to give me false hope because the department will automatically discard my paperwork the day after the due date.. ( even though I never was aware of a specific due date )... she then informed me that she will send another hardship packet to start all over again.. that it would also take 60 days to get processed.. 

( due to the misstransfer on information being incorrectly documented by truist when arranged and finalized with bb & t prior. I sent paperwork originally then had to re do the entire process again because it " got lost in the merge '' i.e prior conversation with XXXX XXXX when I originally started to close my repayment plan period ) When I asked the previous representative on the XXXX of XXXX what the date was because I never received my paperwork though it showed received on the XXXX of XXXX. I however received it the next day along with XXXX other boxes of late orders of boxes from things I have been waiting on. I asked her when it was due no specific answer. I kept in contact and informed I would have it notarized the next week when I could get with my notary. She said " I know that home preservation has a time limit on those '' in addition she noted my situation... phone calls are all recorded.. 
She never told me a due date for the return of the " final draft '' of the XXXX or XXXX time corrected packet. 
I also stated I would send at the end of next week because I had to wait on my notary. 

I have been making payments over the phone for 2 years now during this confusing transition of bb & t and truist. 

I turned it in as soon as I could get to a ups as I work almost around the clock now thankful for my blessings. Please consider that I have been through the circumstances stated and now on my feet as I have been continuing to make payments. 

I have been through alot. The hardship started in XXXX during covid and I was sick for about a week missing work in XX/XX/XXXX, XX/XX/XXXX we were laid off from my previous employer for 8 weeks forcing to file unemployment and the State of Florida was so backed up that when I received it I was returning to work. I then somehow managed to get going to start catching up on my other bills like insurance and car payments and continued to make the mortgage payments. In XXXX XXXX I went through another divorce. Then my previous employer started garnishing wages in my commissions at work and taking pto money saved and forcing closing on all benefits. And I endured an extremely hostile environment during employment and was forced to work elsewhere for a while so I felt safe. 
I continued to make payments to mortgage on a $ 1200 monthly pay cut. 

When working conditions changed slightly safer 6 months later I returned to full time to my previous employer. 

I was only making about XXXX a week but I had to feed my family and provide clothes for my kids. 
I still managed to make payments to the mortgage. 

In XXXX my kids got sick. We all were covid positive. I missed work to take care of my children and myself. Until I was officially clear via testing. 
This caused me to become behind in my mortgage payments again. Bb & t offered prior to the merge that I can do a repayment plan until I could handle my payments again. I also had to catch up on lights and car payments and insurance and phone and gas and groceries and everything else etc. I agreed and they entered all the information on the phone with me. Then I requested to come off the repayment forbearance period and finalize the paperwork. I have been making steady payments as timely as possible and staying in contact with home preservation/loss prevention department XXXX Then during the merge my paperwork was somehow not located though it was delivered to bb & t / truist home preservation loss prevention department. Then when I had to start it over when I got the paperwork re sent it was not my correct name now was my marital status updated. This is funny because bb & t had already corrected the misinformation on the finalized paperwork returned and signed ( customer copy attached in feed ). Then customer service also stated while my paperwork was lost in transition because it was scanned in but not on my account... it took about 2 years for Truist to finally fix it to current legal information for mortgage note and agreement signing. Now because of it arriving 2 days late I have to go through allllll of that again according to customer service. Awaiting my new paperwork packet that was said to be sent. Afraid all my hard work was discarded for being 2 days late of a due date I had no information on. 

Please consider the paperwork that is to be finalized so that I, myself, my family, my career, my future, my life and my credit to move on. I am capable of making payments as I have managed to continue making during the hardship paperwork process via phone calls to customer service. I an just waiting to stay in the home my kids have had with me for over 10 years now. 

Please take the finalized paperwork. 

Please contact me on a status of my paperwork as promised by customer service. 



Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Company has been throwing around my forbearance from covid since XXXX and has ongoing errors since XX/XX/XXXX I have a XXXX XXXX XXXX email feed and was kicked out of forbearance due to their errors and lack of customer service and legal document correction. they are trying to send me into foreclosure.

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