Consumer complaint received 2021-10-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
My spouse and I entered COVID forbearance with our lender, SunTrust ( now Truist ) last year into this year. This was approved. We came out of COVID Forbearance in XX/XX/XXXX and made the 3 XXXX XXXX required trial payments leading up to COVID modification. We received a letter from SunTrust ( XX/XX/XXXX - attached ) confirming that our payments were received and that, as a result, The changes to the terms of your mortgage will take effect on the XXXX day of the month after your last trial payment was due. However, they stated that permanent modification terms would come in the following several weeks. 

We waited 6 weeks and finally received XXXX-delivered documents with the final terms of our modification on XX/XX/XXXX [ Attached ]. There were 4 packets of the same documents included within this modification package ( 2 for the lender, 2 for us ). We signed and notarized two copies for the lender last Monday XX/XX/XXXX and immediately shipped those documents out via the prepaid XXXX 2 day shipping SunTrust sent. Included with these documents, we attached the required {$2000.00} payments ( per the final mod term documents ) which qualified as the first modification payment ( though we had already made a post trial payment in XX/XX/XXXX ). XXXX shows SunTrust receiving this packet on XX/XX/XXXX. This check cleared our bank on XX/XX/XXXX [ Cleared/Endorsed Check attached ]. 

Our issue is that, while we as borrowers/title holders signed and notarized our portion of the agreement, page XXXX of the modification documents requires a full dedicated page with the lenders signature alongside a notary signature. We were initially told by SunTrusts Home Preservation Department ( XXXX ) that 1 ) documents were confirmed to be received on XX/XX/XXXX and 2 ) SunTrust can quickly expedite the handling of their portion of the signature since the signature and notary wouldnt take long on their part. SunTrust/Truists receipt can be confirmed with XXXX tracking # XXXX. 

However, the Home Preservation Department completely changed their tune this morning [ Call Initiated XXXX EST, ( XX/XX/XXXX ) ] and the rep went as far as to ridicule the notion that we set for ourselves up with unrealistic expectations in EVER expecting SunTrust to sign their portion at all, whether it be a week, month, or year. Further still, they ridiculed the notion that they would ever have to send us any copy of documents other than blank ( unsigned ) documents of the sort they already sent us. I sought clarification over and over to confirm that they were in fact denying us a fully executed copy of the agreement. They said that unlike a loan closing, SunTrust is not required to sign their portion of the documents for COVID modification and only need our signature. 

We are in need of this fully executed document for many reasons and have been told by other mortgage professionals that lenders are in fact fully executing final terms on COVID modification documents. Subsequent calls to SunTrust have resorted to their use of rude tactics such as placing my spouse and I on unnecessary extended holds ( 34 minute hold after representative verified our home address - call initiated XXXX EST - XX/XX/XXXX ) and then hanging up. Truthfully, we reciprocated their tone in the morning phone ( not afternoon ) call only because they went on at length as to why it was ridiculous that we would ever think theyd sign and lecturing us on the importance of not setting ourselves up for disappointment. 

We need an official, documented response from SunTrust on their stance regarding the providing of the full execution of the final terms of the modification documents that they sent us and we returned. I do not understand why there is a full page dedicated to their signature if they find it unnecessary to ever sign. I do believe they can fully execute those documents as fast they were able to cash our modification check if they truly wanted to.

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