Consumer complaint received 2021-02-21
Company: TRUIST FINANCIAL CORPORATION
State: GA
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:
On XXXX XXXX two payments were made to my mortgage account totaling {$2300.00}. I called Suntrust and asked for one of the payments to be returned via express wire transfer so that I can pay the remainder of my household bills that month. I faxed and emailed the requested documents immediately. Days passed and the payment was never returned. I called Suntrust again and was told that my XXXX  XXXX XXXX account information was entered incorrectly. At that time, I provided my XXXX  XXXX XXXX XXXX again and was told that I would receive my payment in a couple of days. Days passed and I still did not receive a wire refund payment for {$1100.00}. I called Suntrust Bank again and was told that a check was sent via mail to my home. I informed the associate in XXXX that I did not want a check and requested an express wire transfer in hopes that I would get my money back quicker so that I could pay my household bills on time. The Suntrust associate then put a stop payment on the refund check in XXXX and told me that my case would be escalated and that I would receive a wire transfer. So since the associate told me that a stop payment would be placed on the check already in the mail I knew that I could not use it or deposit it once it arrived to my home. Once again, days pass and I never received a refund. 



Fast forward to XX/XX/XXXX. I still did not receive a refund for one of my payments from Suntrust Bank. My XXXX XXXX XXXX account at this point has been overdrawn - {$600.00} and I have acquired numerous overdraft fees as a result of not receiving a refund from Suntrust in 17 days. On XX/XX/XXXX I was forced to file a claim of fraud against Suntrust as 17 days had passed and I never received a refund. XXXX  XXXX XXXX issued me a temporary credit for {$1100.00} while they come to a resolution with Suntrust and resolve the claim. At this point the mortgage bill for XXXX is paid in full ( {$1100.00} XXXX and the second payment of {$1100.00} taken out in XXXX is being disputed by XXXX XXXX XXXX. 




On XX/XX/XXXX I received a call from Suntrust bank stating that I owe Suntrust a total of {$2300.00} for the month of XXXX and for the month of XXXX. This was completely false and incorrect. The mortgage bill was paid fully in XXXX, in fact SunTrust processed and kept two payments totaling {$2300.00} so there was no way that I now owed Suntrust {$2300.00}. I have included my mortgage statements for XXXX and XXXX where you can clearly see the inconsistency. When I spoke to a manager from the customer service department he said that they cant find the payments and need to track them down. At this point I deleted all of my XXXX XXXXXXXX XXXX XXXX on XX/XX/XXXX so that Suntrust wouldnt take any automatic payments. 



On XX/XX/XXXX Suntrust figured out what happened to my payments and themselves applied a payment for {$1100.00}. This is the payment that Suntrust applied to my account on XX/XX/XXXX is what they are trying to claim that I made a late payment. 

I have paperwork stating that they had issues on their end which I why I never received the refund requested Im XXXX. 

On XX/XX/XXXX, I spoke with the Executive Service Representative XXXX XXXX and informed him that a stop payment was already placed on the check sent out in XXXX. He verified that the check was still outstanding because I was informed in XXXX that it was no longer valid. On XX/XX/XXXX XXXX XXXX then took those funds from that unusable check and applied it back to the XXXX payment. This should have been done in XXXX. This was a mistake on Suntrusts part. They informed me in XXXX that the check was no longer valid so therefore they still had XXXX payment of {$1100.00} and still had an additional payment on {$1100.00} that was unspoken for.

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