Consumer complaint received 2025-02-12 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: VA

Complaint narrative:
My mother died and I lived in the house but I was not on the loan. I made a payment to the bank ( truist ) at the same time that I opened an estate account they accepted it and it seemed like everything was going to go smoothly when I called the next go around to make a payment.. they would not accept a payment and couldnt speak to me about the loan or why they wouldnt accept a payment. I asked what I needed to do to get it all in order. A packet was sent to me with all the paperwork they wanted ( even though it was the same paperwork I needed to turn in to open an estate account ) I filled it out and had one of there employees fill out the part of the packet that either had to be witnessed by a notary or done by bank employee. I sent it in when they received it they sent me a letter that said they needed 7 to 10 days to review it later on I received a letter that said several of the things I turned in either werent clear or done wrong. So I gathered it all up again and re sent some and redid some. And again I received a letter that said it was received and they needed 7 to 10 days to review it. Shortly after that I received a letter that said that something wasnt clear and or incomplete or wrong. ( The paperwork they claimed was incomplete or not clear most often was the paperwork that there employees filled out ) .. this pattern continued for a long time ..over a year. After the escrow account was emptied and the insurance was cancelled by truist and then another insurance was obtained by them and late fees added on monthly. All of this while my paperwork that they already had because of the estate account but needed again.and again. Emptied the escrow account and added monthly fees all While refusing any type of payment. Then the house was put into foreclosure and set up for auction, and a week after I find out it is in forclosure they called and told me that my paperwork had been accepted and that the house was in forclosure so they could really deal with me unless I wanted to pay for it all in full, and either way I needed to call and speak with the law firm handling the forclosure.. I did it was suspended temporarily. Now they want to offer me a loan to tack on to the original mortgage to catch up.. ( really aggravating part is that I feel that letters they were sending me telling me that my paperwork was wrong was automated because I received another one after all of this saying that I needed to redo this or that ) They took a payment from me then denied any payment after that while they emptied the escrow canceled the insurance and added monthly late fees until they put it into forclosure then tell me all or nothing I was expecting a simoultaious modification to assumption where I would be able to make monthly payments not yearly.. the options Ive been offered are to pay it all now or to add XXXX XXXX to the end of the loan I feel like they put me off with paperwork even though they already had it, to add up a hefty bill.

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