Consumer complaint received 2021-06-21
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The complaint is in regard to Suntrust Mortgage 's repeated failure to acknowledge my timely submission of my monthly payment, handled automatically from my XXXX checking account. In addition, I have a more serious complaint about Suntrust 's actions on my credit report, but I'm not allowed to check two boxes, so I will submit it separately. 

For years I have paid my monthly mortgage payment to Suntrust Mortgage automatically from my XXXX checking account. I have records going for almost ten years, and I've never missed a payment. Last year Suntrust began assessing late charges even though my payments had been mailed by XXXX in a timely fashion. The only way to contact Suntrust is by telephone or in writing, but they don't acknowledge or answer written correspondence, ( more later ) so the only way to reach them is by telephone, with wait times averaging well over thirty minutes to speak to a human. 

Each time Suntrust would claim not to have received the payment on time, even though I could prove that the payment was mailed with plenty of time to spare. I even researched one of the payments and found that over 85 % of mail that was sent that week arrived on time, so it seemed highly unlikely that my payment took more than 3 times the normal time to arrive. I can't prove it, but I believe Suntrust is failing to open their mail and process payments in a timely manner, and is blaming delays in the US mail to cover for their poor service. I can provide written proof of timely payment for every month for the last year or more, if needed. 

Starting in XXXX I changed the mailing date for my payment to 14 days before the due date, yet Suntrust still claims not to receive the payments on time. Unable to get a reasonable response after hours on the telephone, I have written to Suntrust three seperate times, to the address listed for correspondence on my monthly mortgage statement. I wrote to Suntrust on XX/XX/2021, XX/XX/2021, and XX/XX/2021. Suntrust has not answered any of those letters or responded to my concerns. 

I have further concerns regarding their reports to the credit bureaus, and also about their treatment of my insurance on another mortgage, but I will submit those separately. 

Even though I have provided written proof from XXXX that the payments were made on time, Suntrust has not acknowledged that. Further, they harass me by calling my office, at one point every business day for weeks, then hanging up when I attempt to answer. 

Suntrust refuses to acknowledge timely payment, they don't allow me to communicate by email where there would be a written record, they only allow telephone contact after extremely long wait times, they don't answer written correspondence, and they have falsely reported me to the credit bureaus causing my credit score to drop from excellent by about 100 points. 

I am an excellent customer and have been mistreated, and they won't respond to my concerns.

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