Mortgage -- Trouble during payment process -- Complaint #5373540
Complaint Overview
Complaint ID: 5373540
Company: Truist Financial Corporation
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Virginia
ZIP Code: 22192
Date Received: 2022-03-27T12:00:00-05:00
Date Sent to Company: 2022-03-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I'm client from BB & T for more 10 years. I was on forebance plan for 12 months. But before the 12 months expires ( around 4 months early I received a letter from loan modification about to refinance my existing loan ) I called the bank and told I'm under forebance program. They told me : That letter was a mistake, You suppose to not receive that kind the letter, that department didn't have a accurate information about your loan. They told me throw the letter away. They will send me a new package ( payment deferral agreement ) and need to signed and get back to them. So I did. And they told me to keep doing my payments. So I did, too. But last week a received a other letter from Truist Bank, saying You mortgage account is in default .Loss mitigation is going to start foreclosure process. I call them again, phone call took almost 2 hours. My wife and I found a big problem inside Truist Bank and Truist Branch. They have a bad communication between different departments. I have my receipts ( mortgage payment ) from the last 6 months ( around XX/XX/XXXX through XX/XX/XXXX ). I did mortgage payments on the Branch, BUT the Branch never applied the payments to the mortgage. For loss mitigation department looks I didn't make any payments. But they told me the bank have the money on HOLD. There was a mistake between mortgage department and Branch. Mortgage department blame that Branch. The Branch blame mortgage department. But the end the client pay all the mistake. Now I got the letter from them saying You didn't make the payments. Start the foreclosure process. And the end of phone call nobody solve my problem and told me they will TRY to fix their mistakes. Right now I'm frustrated with all this situation.
Frequently Asked Questions
What is Complaint #5373540 about?
Complaint #5373540 was filed against Truist Financial Corporation regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-03-27T12:00:00-05:00.
How did Truist Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Truist Financial Corporation?
Yes, visit the Truist Financial Corporation company profile at readthecomplaint.com/company/truist-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.