Consumer complaint received 2024-05-12 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: TRUIST FINANCIAL CORPORATION
State: PA

Complaint narrative:
I am trying to sell my mother 's home ( she is recently deceased and I am the tustee ). I have a buyer for the home and we were supposed to close on XX/XX/XXXX. My mother had taken out a HELOC loan from BB & T in XXXX. This loan was recorded with the county recorder 's office. In XXXX, from what I understand from the XXXX XXXX XXXX XXXX XXXX HELOC was converted to a mortage in XXXX and a new mortgage note was recorded with the county. A title search shows there are 2 outstanding liens on the property. The one from XXXX and the one from XXXX. In XXXX, BB & T was acquired by Truist Bank. Depending on who I speak to in customer support, I'm given different advice on this issue. 

As the XX/XX/XXXX closing date was approaching, I was working with the closing agent to get all the documents necessary to show there was a " clean '' title so we could sell. The XXXX HELOC is holding us up. On XX/XX/XXXX I called the Truist support line to help get this XXXX released, I was told I had to fax in a written request to release the lien and could follow up in 2-3 business days to ensure my request was received. I called back on XX/XX/XXXX and was told that my request had not been uploaded to the file, but that the instruction I received from the prior customer support agent was incorrect, she could simply place the request on my behalf since she had a copy of the recorded HELOC on file. I asked if I could call back to speak to the same agent again for a status update and was told no, you can't ask to speak to someone - you get whomever answers the phone. I had to extend the closing date to XX/XX/XXXX as it was clear that we would not get Truist to resolve this matter in time for the XX/XX/XXXX closing. I agreed to pay to the buyer {$1900.00} at closing so that he could extend his lock rate and that I would not lose the buyer. I went to a Truist bank branch on XX/XX/XXXX for additional assistance as the lien release still had not been filed with the county. The brach manager spent 1 hour 20 minutes on the phone, was transferred to 4 different people and still got nowhere in term of resloving this issue. Here is what the consensus seems to be from Truist : 1. The XXXX loand was converted to a mortgage in XXXX XXXX. The lender failed to release the XXXX XXXX when recording the XXXX mortgage XXXX. My mother has been a loyal paying customer on all her home loans for the past 25 years - never missed a payment. 

The lender 's negligence is causing the delay of the sale of this property. The buyer is a first time homeowner who has found an affordable home in a great community. I am grieving my mother 's death and trying to settle her estate. My experience with Truist customer support/lien release support has been horrible. I have been told a variety of things depending on who I call.

- all the old BB & T records have been purged and there is nothing we can do ; or - fax a request and we'll do a lien release in 15 days ; or - customer support will send the request and it will be released within 3-5 days since all documentation is in place ; or - go to the branch and get an email confirming the records have been purged ; or - submit your request again and we'll get back to you in 30 days I should not have to pay for faulty record keeping due to a merger/acquisition Nor should I have to pay because the initial negligence to release the lien back in XXXX. I want this XXXX released immediately.

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