Consumer complaint received 2023-12-05
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: TRUIST FINANCIAL CORPORATION (NC)

Truist update website after merger with SunTrust. Website removed due date from mortgage page. I started setting up payments on the banks website to pay the mortgage at the first of the month. The XXXX payment was set up on the website but was cancelled or did not process ( not due to lack of funds, XXXX in accounts at the time ) Bank did not notify and appears to have taken steps to hide that the payment was not processed. I noticed a sharp drop in my credit score from my credit monitoring service who stated that a payment was 30 days late. Found that the mortgage payment was not processed. Attempting to pay the amount, I was unable to make a payment online. All other functions of the online system worked fine but the mortgage payment option was removed with a number listed on the webpage did not connect to the correct department to process a payment. I received a letter on XXXX from the bank which stated that the payment was late. I called the number on the letter and was informed by the rep that shutting off the payment option was Normal. The bank rep also stated the the bank was unable to leave a msg on my cell phone and referenced the Law I looked up the law while on the phone and informed the rep that the law did not state they were not allowed to leave a msg. I authorized the payment for XXXX and XXXX since I was still unable to make a payment online. I requested to speak with a manager to discuss what happened but was told the manager would need to prepare for the conversation and call me back to discuss. I informed the rep that if the manager did not reach me, they were to leave a message. The manager did not call or leave a message. I monitored my account closely and found that the rep I spoke with did apply my payment to both the XXXX and XXXX payments as I instructed. The rep applied all the money to the XXXX payment and left the XXXX payment alone. It is clear they attempted to repeat the issue and have the XXXX payment go past due. I had to call back and have another reluctant rep correct the mistake. My wife visited a local branch as no one would speak with us regarding the situation, the banker at the branch called the number to correct the situation as they did not agree with the way in which the situation was managed thus far. On the phone in front of the banker the rep stated they would remove the late fee but would not provide any other assistance, we were told that a manager would not address the situation because we did not have proof that the payment was set up. This is an electronic system, and we would not be able to provide evidence of what we did if the bank made a change. I have now started taking a picture of each payment as I make them. The banker involved the bank manager. The bank manager was unhappy and filed a complaint on our behalf. No one responded to the complaint. During this time, I received an email requesting that I fill out a survey about my call to the original rep to which I had spoken. The survey was negative. I received a message on my phone stating that the complaint and issue was forwarded on to a manager in the mortgage department. I did not receive a call from anyone in the mortgage department. We now have a 30 late payment on our credit, this is the first time we have ever had an issue. The bank will not speak with us regarding the situation.