Consumer complaint received 2024-08-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: TRUIST FINANCIAL CORPORATION
State: CA

Complaint narrative:
I Still have not had any response to my previous email ( attached ) and im wondering why basically.??? This missing documents not scanned or received thing that i have experienced now for about 1 year and a half to 2 years is actually very concerning especially for a BANK. Id like a upper Manager to review all the inconsistencies in how poorly Truist has handled my mother XXXX XXXX XXXX and my father XXXX XXXX XXXX mortgage account. They are looking down from above on all of this and I know they would not be happy customers or what you. 've put me through. I notified TRUIST on XX/XX/year> about a mailing I finally received ( The very first correspondence ever received at the property address to my Mother that said the mortgage was in default. I called as I just opened the mail and at that time found out that ALL MY MOTHERS CONTACT INFORMATION INCLUDING THE MAILING ADDRESS had been CHANGED. I want to know WHY. This process has been a constant you can talk to me im on the account, then im not on the account, then a notary to the property address to verify my identity, then you can talk to me and then you cant talk to me. The patriot act form the notary prepared then was requested again. After you already said you had it. The fraud investigator was involved said id no longer have any issue talking on the loan, then that wasnt the case at all. Its been Truist basically losing documents, unscanned, I was asked for the Death Certificate 2 months ago. i sent that several times over 5 times XX/XX/year>. I have phone recordings of Truist saying your working on the case, only to be followed by I call and told you cant talk to me. 

This has gone on long enough, the non reply the previous email is just another example of the lack of communication and further delays. Im doing my best losing my Mother and Father, but I do know this. They payed their bills and took the highest pride in this property and the blood and sweat it took to work for it. I appreciate some compassion and some professionalism in figuring out how all this happened and a complete reduction or elimination of late fees and interest. I suspect that my Mothers info was changed prior to her passing as there was nothing in the files that refferenced Truist bank, just that XX/XX/XXXX letter. ( Dated XX/XX/XXXX or XXXX I believe ) if that helps you find the ONLY correspondence from TRUIST. Ive left messages for managers after that happened, numerous letters, faxes, conversations. Id like a review of the phone records, Address Changes, Correspondence, all of it. I want answers and I feel Truist is acting like none of this ever happened. I submitted my income and expense last month and the entire package in the provided TRUIST envelope and somehow you only received part of it. This is unacceptable. It was all in the SAME PROVIDED ENVELOPE. 



Thank You, XXXX XXXX loan number : XXXX Show trimmed content

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