Consumer complaint received 2026-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account information incorrect
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
Subject : Request for Review and Removal of 30-Day Late Mortgage Reporting To Whom It May Concern, I am writing to formally request an immediate review and correction of the 30-day late payment reported by Truist on my mortgage loan, Loan Number XXXX, for XX/XX/XXXX. On XX/XX/XXXX, I applied for a HELOC to access equity in my primary residence for investment purposes and to settle personal debts. When my credit was pulled, I was shocked to discover that my credit score had dropped due to a 30-day late payment reported by Truist. This was extremely upsetting because my mortgage payments had been set up on automatic payment specifically to ensure they were made on time every month. Based on my review, this late reporting appears to have resulted from a payment amount change connected to an escrow adjustment, not from an intentional missed payment or refusal to pay. The following timeline explains what occurred : XX/XX/XXXX, and XXXX XXXX XXXX County taxes in the amount of {$8600.00} and hazard insurance in the amount of {$6800.00} were paid from my escrow account, leaving an escrow balance of {$200.00}. XX/XX/XXXX My monthly mortgage payment was set up on automatic payment so that payments would be made consistently and on time. The amount paid was {$2600.00}, which was applied to principal, interest, and escrow. XX/XX/XXXX It appears that after the escrow review, Truist determined that taxes and insurance had increased, creating a projected escrow shortage of approximately {$1800.00}. As a result, the monthly payment increased by {$150.00}, from {$2600.00} to {$2800.00}. However, my automatic payment continued in the amount of {$2600.00}. This payment represented approximately 95 % of the amount due, yet the entire payment was placed in suspense rather than applied to the loan. At that time, the escrow balance also reflected available funds in the account. XX/XX/XXXX The amount billed was {$2800.00}. My automatic payment of {$2600.00} was again made and placed in suspense. The two payments totaling {$5300.00} were then applied toward the XXXX billing amount of {$2800.00}, leaving {$2500.00} in suspense. XX/XX/XXXX Once I became aware of the issue, I immediately paid the remaining shortage of {$150.00}, and the account was brought current. XX/XX/XXXX The monthly statement reflected an escrow balance of {$4500.00}. XX/XX/XXXX The full payment amount of {$2800.00} was paid and applied to principal, interest, and escrow. Given these facts, I respectfully request that Truist remove the 30-day late payment from my credit reporting and update the account with XXXX XXXX, and XXXX to reflect no late payment for this period. This was not a situation where I ignored my mortgage obligation. Payments were being made automatically. The issue was caused by a relatively small payment difference of {$150.00} after an escrow related payment increase. Once I became aware of the shortage, I immediately corrected it. This reporting is causing significant financial harm. I respectfully ask Truist to review the account history, payment activity, suspense account activity, and the escrow adjustment circumstances. Based on these facts, I believe the 30-day late reporting does not accurately reflect what occurred. Please remove the 30-day late payment reporting immediately and provide written confirmation once the correction has been submitted to all three major credit bureaus. Thank you for your prompt attention to this matter.

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