Consumer complaint received 2025-10-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
My dad passed on XX/XX/XXXX. I contacted Truist and his homeowner insurance agent as I was placed as executor of estate. I informed both parties my wish to assume the loan and was provided steps as how to do so. Both parties told me to continue making mortgage payments to keep from getting behind or losing the home. I was making mortgage payments from XX/XX/XXXX until I was able to assume the loan in XXXX of XXXX. He had escrow account with XXXX insurance which included hazard insurance. I was able to assume the loan XX/XX/XXXX and able to get the account in my name. I began receiving letters from Truist After I assumed the loan stating I owed them backpay on hazard insurance of the property claiming they did not see where there was any from dates XX/XX/XXXX to XX/XX/XXXX. They asked for me to provide proof of hazard insurance during that time. I provided that documentation and continued receiving letters stating they were provided proof however they still see a lapse in coverage and still wanting me to pay insurance premium of estimated {$2600.00}. I have contacted the company at least 4 times and visited Truist bank. I was told that they could see where I paid insurance during that time however the problem is within their system. They uploaded documents showing my dad 's death certificate, my executor paperwork. They added me to the account as executor but never added me as a heir which was the problem. They stated because they never uploaded me as heir to estate and it went from my dad 's loan under his name to the loan being assumed under my name without them labeling me as heir it shows a lapse in coverage and they stated their system shows they are actually missing information because they never labled me in system as an heir. They explained they should be able to resolve this as they can see where I paid and they can see my dad had XXXX  insurance. I already sent them proof of insurance policy. I also sent them proof of executor and a quit claim deed my brother signed over to me to be able to assume the loan as the sole heir to the estate. I have had XXXX letters sent to me still claiming I owe money and the last phone call they told the banker in Truist this is under a XXXX review even though they have proof. I should hear back by XX/XX/XXXX, however at this point this is harassment and I have suffered enough after the death of my father. I have followed every step I was instructed by both Truist and the insurance agent on how to proceed. I am being asked to pay an estimated total of {$2600.00} even though they have proof of insurance coverage. They explained to me the problem is because I assumed the loan as I was allowed to and this is a " unique situation ''. They did not upload everything correctly into their system and they are having to figure out how to overwrite it correctly is how it was explained to me. The last letter sent to me from Truist dated XX/XX/XXXX states they are " purchasing insurance on my property effective from XX/XX/XXXX to XX/XX/XXXX the lapse period ''. They are requesting I " send proof of insurance '' again after I have received a letter prior to this one stating " Truist bank is informing you that the insurance obtained on your behalf has been canceled. We have either received your evidence of insurance coverage, your loan has been paid in full or your loan has been transferred to a new servicer. The coverage that we obtained was canceled effective XX/XX/XXXX. An insurance premium of {$2600.00} will be charged to your account for the period of time that the temporary coverage was in place. COverage was in place from XX/XX/XXXX to XX/XX/XXXX. '' Below I am uploading as many documents it will allow me to and I have more that it will not allow me to show. I am attaching most important ones showing proof of payment. I have uploaded my bank statements showing truist mortgage payments and tried to upload all of truist statements showing the same however It would not allow all documents uploaded due to limited upload amount allowed.

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