Consumer complaint received 2021-02-01
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This letter serves as my formal complaint against Truist Bank Mortgage formerly known as SunTrust Mortgage. I have attempted on multiple occasions to resolve this matter with Truist, unfortunately to no avail. 

I established my mortgage for the purchase of my primary residence with SunTrust Mortgage in XX/XX/2019. In order to receive relationship pricing for the loan, I was required to establish a checking account with an automatic pay deduction for the monthly mortgage payment. I established the SunTrust checking account as required and agreed. In order to ensure sufficient assets to cover the first several months of mortgage payments, I deposited {$10000.00} into the new checking account. And to ensure a sufficient balance in perpetuity, I established an automatic monthly draft from my existing account with another bank to my SunTrust/Truist account. 

That XXXX, I decided to change the date on which my bank-to-bank transfer was deducted from my non-SunTrust account and deposited into my SunTrust/Truist checking account. As instructed, I submitted the request to move the transfer date. This was executed via the SunTrust on-line portal. Unfortunately, the portal would not accept my request. 

Having exhausted all other options, I contacted SunTrust and spoke with an agent. I explained the situation and asked for help. Specifically, I wanted the agent to move the draft date of my bank-to-bank transfer, as allowed, to a different date. Much to my dismay, unbeknownst to me and contrary to my instructions, the agent also stopped the monthly automatic payment from my SunTrust checking to my SunTrust mortgage. This meant that the funds to pay the mortgage were being transferred from my non- SunTrust account to my SunTrust account. However, the mortgage payments were not being paid. The agent, against my wishes and unbeknownst to me, terminated the mortgage ACH transfer. 

Only after being notified by SunTrust by mail that I had missed a mortgage payment, did I notice. At once, I phoned SunTrust and researched what had happened and brought the account current. SunTrust then properly reestablished the automatic monthly draw to satisfy the ongoing mortgage payment. However, SunTrust/Truist, refuses to acknowledge their error. Moreover, they refuse to correct their reporting to the credit agencies and are erroneously reporting me as missing a payment. Thus, my credit is impaired due to SunTrust/Truists error. 

Please know, it was never my intention to stop my payments, but only to adjust the date of the automatic draft from my non- SunTrust bank account into my SunTrust account. Suntrust/Truist refuses to take responsibility for stopping my mortgage payments ACH transfer. 

It should be noted that the monthly draft from my non-SunTrust account continued to be transferred to my SunTrust account while the ACH draft for the mortgage remained dormant. This alone serves as evidence that I intended, and was willing, to satisfy my monthly obligation. 

Finally, it is injurious enough to have a bank erroneously report a mortgage delinquency, but there are further reaching negative implications for someone like me. As a licensed XXXX XXXX, Im required to maintain my liabilities in an outstanding manner. This unfair reporting could impair my right to work in my career of choice by putting my licenses in jeopardy, a field in which I have worked for over XX/XX/XXXX years. 

Thank you for your assistance and intervention.

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 non-monetary relief