Consumer complaint received 2023-01-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
I am the current existing Mortgage customer of ( Truist Bank ) previously called ( Suntrust Bank ) since XXXX..Back in late XXXX, I participated in the program Mortgage called ( forbearance ) due to XXXX XXXX, and this program ended on XX/XX/XXXX. The ( Truist Bank ) then offered me after expiring the ( forbearance ) period ( The XXXX XXXX ) based on a fixed rate of 3.125 % with monthly payment of about XXXX They said in order to finalize this loan modification they would send me the paperwork that I need to sign and Notary Public.So they sent the package to me on XX/XX/XXXX, and I signed and notary public, and I returned the package to them in the same month. The package was received by ( Truist Bank ) on XX/XX/XXXX hoping they finalize my loan modification as soon as they receive my complete documents, but that did not happen.. I started calling ( Truist Bank ) on middle of XX/XX/XXXX so I can follow up with the whole process, anytime when I called and talked to them the agent of ( Truist Bank ) had no clue why my loan would not go forward. It was in late XX/XX/XXXX, I decided to call again to find out why my loan was not finalized since July when they received my paperwork. Just for your information the ( Truist Bank ) since july, never contacted me to inform me if they receive the package, or there is any issues involved with process until on late XX/XX/XXXX XXXX ( Truist Bank ) agent told me that there is an error and issues with this loan that ( Truist Bank ) caused that. Another word ( Truist Bank ) made a mistake on my loan modification to create a correct loan modification package. They promised me to send the correction package as soon as possible, also they promised to give me the heads up when this package would be sent to me so I can receive them properly and sign a return. I waited throughout the months of XXXX, and XXXX and I received nothing from them since they had all my contact info such as my Cell Phone # and email, I was very confident they would contact me when the new package was about to be sent to me.. So in XX/XX/XXXX, there was a loss of my family members, and I had to leave the town for the funeral so when I came back home on XX/XX/XXXX, I realized there was a package from ( Truist Bank ) right outside of my door and it was raining down. So the next day I took the package to my local bank and gave it to the notary public and I returned it to them. Two points I would like to make 1- ( Truist Bank ) agent never called me or emailed me to notify me that they were going to mail me the package on XXXX XXXXAlso on their package there was no such a deadline that must be received by a certain date. So when the package was sent to them in XXXX and received by them in that month, they decided to reject my package as a late arrival for no reason. Because of their false excuse they Kicked me out of this loan modification program, Now they want to implement another loan Modification on me with a much higher interest rate and monthly payment.. This is not acceptable ( Truist Bank ) covers up their mistake on me..

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