Consumer complaint received 2023-04-17
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
In XXXX XXXX payments were posted to my Truist account in error. I had forgotten the autopay on my account and erroneously made an extra payment. 

Truist ultimately processed both payments on my account on XX/XX/XXXX and XX/XX/XXXX ( autopay ). The XXXX payment resulted in an NSF due to the XXXX payment having already posted. 

I proceeded to call Truist ( on or about XX/XX/XXXX ) to request a refund of the SECOND payment made on XX/XX/XXXX since the XX/XX/XXXX payment already posted to my XXXX XXXX account. The agent assured me that the SECOND payment made on XX/XX/XXXX via autopay would be CANCELLED. Ultimately without my knowledge, the agent reversed the XX/XX/XXXX payment and cancelled the autopayment as well, which was not what I asked her to do. 

I never received any notification via text, email, or letter that there was no XXXX payment posted. On my end, I received XXXX refunded payment, as expected and requested. I was under the impression that the auto payment was refunded. On my XXXX account, it showed as if XXXX payment had posted to my mortgage. 

On XX/XX/XXXX I received notification that my credit report had a 30 day late mortgage payment from XXXX for the month of XXXX. I immediately called and spoke to an agent, XXXX, who reviewed the notes and confirmed that the prior agent actually CANCELLED/REVERSED the first XXXX payment on XX/XX/XXXX AND also cancelled the autopayment on XX/XX/XXXX. This SERVICING ERROR RESULTED IN NO PAYMENTS FOR THE MONTH of XXXX which was never my intention. As you can see via my XXXX XXXXXXXX statement, two truist mortgage payments posted with only ONE reversal. It was my understanding that the one reversal was for the autopay payment made on XX/XX/XXXX and that my payment made on XX/XX/XXXX posted to the loan and my monthly payment was satisfied. Upon being made aware of the agent 's error, I immediately paid another mortgage payment on XX/XX/XXXX to satisfy XXXX and bring my account current. 

I then submitted a credit dispute from with Truist on XXXX at the direction of the agent I spoke to. I did not receive a notification that it was received so I sent another dispute from on XX/XX/XXXX. I called into Truist on XX/XX/XXXX to obtain resolution. The agent proceeds to tell me that the XXXX dispute was received and denied. Stating that all payments posted correctly and there was nothing Truist could do. I am appalled at the blatant poor customer service and inefficient staff at Truist. I have never missed any payments on this mortgage. The agent 's error and lack of notification by Truist resulted in no payments posting. That is not my error. That was never my intention. I never requested a stop pay on any payments. I clearly asked for auto pay to be cancelled. That was my only request since my XX/XX/XXXX payment had posted/cleared. 

Please correct this issue and update my credit report.

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