Consumer complaint received 2026-07-08 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: FL

Complaint narrative:
My father passed away on XX/XX/year>. Truist XXXX is violating successor in interest regulations. I am the sole legal heir via a certified probate court judgment. I have submitted judgment of probate and possession along with death certificates for both of my parents. I provided all requested death certificates and court orders to a local branch XXXX and XXXX XXXX on XX/XX/XXXX, following XXXX days of previous non-responsiveness. I have the XXXX XXXX funds ready to bring the loan current, but Truist is refusing to process the successor paperwork, actively forcing the property into deeper default. All of the paperwork was previously sent to XXXX Relations on XX/XX/XXXX. I was instructed by Truist XXXX XXXX XXXX that it would take XXXX days for the paperwork to be updated and for me to be named as the loan successor. I called Truist XXXX XXXX on XX/XX/XXXX after we escalated the situation. They did not answer the phone on XXXX different attempts, and I left voicemails which were not returned. I followed up with an email to XXXX XXXX XXXX and copied the lawyer who filed all of the probate documents and handled the estate for my father. They have not responded to the email. On XX/XX/XXXX, my husband went to check on the property in XXXX, Louisiana. He found that the home had notices stating that the home had been winterized. The company who winterized the property was named XXXX XXXX XXXX They winterized the following : all sinks/toilets, drained the hot water heater, and blew the meter lines killing power to the home. They disconnected the hot water heater, washer, dishwasher, showers and kitchen appliances. I installed new locks on all doors to keep out trespassers. XXXX XXXX XXXX removed the new locks on the back door and placed a padlock with a combination on the back door. They tried to lock us out of the house since we do not have the combinations or keys to this padlock. Additionally, I believe the property preservation contractors hired by Truist entered the property without authorization while it was in probate. Following their entry, high-value personal property belonging to the estate was stolen, including a pole saw, a brand new chainsaw, several screwdrivers, and other expensive tools. Additionally, XXXX high-end headsets were taken from the property. I have pictures of the locks that were changed and most of the winterized items. I had to pay approximately {$400.00} to have a licensed electrician verify the power meter can was safe, and the power was safe to restore following winterization. I was getting video cameras installed in order to see what activities were going on at the property. I could not get the video cameras programmed properly because the power was disconnected. Truist 's contractors have illegally locked the estate out of the property. On XX/XX/XXXX, we updated the door locks to secure the home. Truist 's vendors subsequently returned on XX/XX/XXXX and removed our new legal locks, installed their own padlock, cut off utility power, and winterized the home without authorization. On XX/XX/XXXX, I called the number on the notice provided by XXXX XXXX XXXX to inform them that the property was in probate, and I would be the successor. The company did not answer or return my phone call on XXXX different occasions. They also ignored my lawyer 's inquiry about the work they were doing. High-value items went missing during this breach. We have cash to reinstate the loan, but Truist is actively blocking our access to our own property while failing to process successor paperwork. I have a copy of the email where we escalated this matter for a second time on XX/XX/XXXX. The email has clear copies of the all successor documents. The email includes judgment of probate and possession showing me as the sole heir to this property. The email also includes death certificates for both of my deceased parents. I also have a XXXX XXXX showing the escalation email to XXXX XXXX and stating that I have attempted to call them 4 times, and I have left XXXX unreturned voicemails. In my voicemails, I asked them to please contact me and my estate lawyer as soon as possible. I contacted XXXX XXXX XXXX XXXX 's office a few weeks ago and asked to speak with XXXX XXXX. I wanted to see if Truist was working on the back-end to get a foreclosure in place. I was told the last document they have listed for the property is the judgment of probate and possession filed on XX/XX/XXXX. There was no foreclosure file at that point for the property. They informed me that my father 's name was still listed as the owner of the property. On Thursday, XX/XX/XXXX, I received a call from XXXX XXXX XXXX XXXX XXXX stating that they received the file and case number that day for a foreclosure. They stated that there is no sale date established for the property at that point. They stated the next step in the process is to send it out for service. I suppose this means they are serving my father to notify him of the foreclosure. We want to take immediate action to resolve this situation and get the loan current. We want Truist XXXX XXXX to do their job in a timely manner and update the paperwork according to me being the sole heir as per the documentation. We want a financial reimbursement for the stolen items. We also want financial reimbursement for the utility costs to reconnect power and new locks being removed. We also want the home to be unwinterized and brought back to livable conditions.

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