Consumer complaint received 2023-11-08
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
This is the second complaint against Truist Bank this year. Previous complaint provided a partial resolution, but created more problems. 
Back Story : XX/XX/XXXX I wanted to make a payment on my Home Equity loan. I have been having difficulty signing into account online since XXXX, XXXX. When using Truist app on my phone, I get a message, Service unavailable currently. Try again later. Trying again later over, and over does not improve the process. I tried using the Truist website for online banking. After successfully logging on, I immediately get a message, You have been logged off after 10 minutes of inactivity I never get to an option screen, and I am kicked out. 
On or about XX/XX/XXXX, I contacted Truist at XXXX for assistance with accessing online banking. After explaining my difficulty for 10 minutes, I am given the opportunity to make a payment. I provide the account number, and then I am told Truist is refusing the payment because the account is more than 30 days late. The account is late because I can not logon to pay. I am also told that online access is probably restricted because the account is late. Approximately, 20 minutes has passed, and I am given another number to call to make the payment, ( XXXX ) XXXX. I insist on help with logging into account using mobile app and/or website, which is why I called. I am given a number to help desk, XXXX XXXX. I am given an offer to create a new password. There is nothing wrong with the password, if I can login. I have spent approximately 30 minutes, and have accomplished nothing. It is XX/XX/XXXX, and I still can not access online banking. 

According to correspondence dated XX/XX/XXXX, online banking and mobile app are a benefit. There is no indication that restrictions apply. 
I have updated browsers, and mobile app. I have uninstalled and reinstalled app. I updated XXXX. I ran security and virus checks. 

Update : XX/XX/XXXXXXXX  I attempted to resolve the problem through several departments with phone calls and email. Email sent : to Assistant Vice President, Client Resolution Senior XXXX follows. It is obvious, her client is the bank. Upon review of Transaction History, you provided, it is clear to see your records reflecting non-accrual status was wrong/incorrect/errors. The printout shows payments from XX/XX/XXXXXXXX  through XX/XX/XXXX. After first speaking with your collection supervisor in the XXXX, it was noted that Truist did not correct my account appropriately, thereby creating the accounting problem. From the XXXX, I was passed on to the more serious collection office in the United States. After a day and a half, they located the accounting problem on your computer system. My payments are in the process of being correctly credited from XXXX, XXXX  to XXXX, XXXX. There were no missed payments by me. As of this date, all the human interventions were supposed to be updated on my records. Consider reviewing Truist computer system, including online banking bugs and corrupt apps. 

It is XXXX, and none of this has been done. There is continuous manipulation of my account. A negative report was sent to credit reporting agencies, which negatively impacted my credit. The principle balance has increased by {$180.00} ( screenshot ). Truist needs to explain. One look at the accounting and math shows there is something not right at this bank.

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