Consumer complaint received 2022-12-06
Company: TRUIST FINANCIAL CORPORATION
State: KS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
During refinancing our mortgage, we were issued a mortgage refund check due to the account being closed. Check was issued XX/XX/2022 for the amount of XXXX 
We, didn't open that letter until XX/XX/2022 which was 180 days old and the check was void. 
XX/XX/2022 - I called the mortgage company gave them the details and I was told the check would be reissued but they would have to stop payment on the original check and to wait 7-10 business days before we would receive the refund check. 
XX/XX/2022 - another call to the mortgage company stating we had not received the check. She confirmed our mailing address for the check which was correct and further advised me she would have to stop payment and request a re issuance of the refund check. Wait another 7-10 business days for the refund check to arrive. 
XX/XX/2022 - still no check. I called and spoke to XXXX XXXX. I did email XXXX an attachment copy of the letter and initial refund check. She advised she could only stop payment and reissue another check. Wait another 7-10 business days. She could not give me a check number to reference should I need to call back. 
XX/XX/2022 - still no check. I called and spoke to XXXX, she advised the check was issued and sent XX/XX/2022 and had no explanation why we hadn't received it yet. Again, she could only stop payment and re issue another check. Asked me to call back in 7 days. 
XX/XX/2022 - I called and spoke to XXXX, she advised the XX/XX/2022 check had in fact not been sent. Further stating when the form requesting a re issue was submitted, if it is not submitted correctly and with accuracy it is rejected and returned. She sees that this occurred with the XX/XX/2022 check. XXXX reassures me she had correctly resubmitted the request for the refund check and she offered to call me back to make sure I had received the check. We agreed on her follow up call to be Friday, XX/XX/XXXX. 
XX/XX/2022 XXXX called and left a voicemail, which I have a screenshot of the voicemail stating the original check had been cashed in XXXX and for me to call her back for more information. 
XX/XX/2022 I called back and reached XXXX XXXX, I asked to speak to XXXX. XXXX states she is a call center and no way for her to know XXXX nor reach out to her. I go through the whole scenario again, and she puts me on HOLD> XXXX states the check was cashed in XXXX for the amount of XXXX ( I don't recall the specific amount ) I advised XXXX that these details of her information were not correct. After a few minutes on HOLD, suddenly, XXXX states she is unable to transfer me to XXXX and tells me she must be at lunch and not a break so she is unable to transfer me to XXXX. 

As of today, I have not received the refund check and I have not received further communication. 
I did not receive another call from XXXX on XX/XX/XXXX as agreed upon. I am DONE contacting the mortgage company and hoping you can follow up and resolve this for us.

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