Consumer complaint received 2026-01-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: TRUIST FINANCIAL CORPORATION
State: NY

Complaint narrative:
REFERENCE : Original Complaint IDs : XXXX, XXXX, XXXX Servicer Case Number : XXXX Loan # : XXXX Property : XXXX XXXX XXXX, XXXX, XXXX  XXXX XXXX : Truist Bank DATE : XX/XX/XXXX SUMMARY On XX/XX/XXXX, Truist Bank submitted a response to my CFPB complaint regarding escrow mismanagement and an unauthorized {$9700.00} payment to XXXX XXXX. Truist 's response is inadequate. They dismissed all of my demands without providing the documentation I requested or explaining their decision. 

I am filing this follow-up to document Truist 's failure to respond meaningfully and to request that the CFPB escalate this case.

TRUIST 'S RESPONSE FAILS TO ADDRESS MY DEMANDS DEMAND # 1 : Itemized Escrow Reconciliation What I Requested : Show me exactly how the four XXXX payments ( totaling {$16000.00} ) resulted in the {$5900.00} escrow shortage as of XX/XX/XXXX Escrow Analysys. Provide a line-by-line reconciliation showing starting balance, each payment, the {$5200.00} deposit, and the final shortage calculation. 

What Truist Provided : " The shortage equals {$5200.00} " without any accounting. 

The Problem : Truist gave me arithmetic but no reconciliation. I still can not verify : What my escrow balance was before the XXXX payments How each XXXX payment affected that balance How the {$5200.00} overpayment deposit factored in How these specific numbers add up to {$5900.00} Without this reconciliation, I can not confirm the shortage is legitimate or correctly calculated. Truist is asking me to accept their answer without proof, the same way they have been deflecting for almost 21 months.

DEMAND # 2 : Suspend Shortage Charges Pending Resolution What I Requested : Stop charging me $ XXXXmonth for a shortage while this dispute is being resolved or whatever they have been charging me in the monthly payment. Set the money aside instead of charging me while the bank fixes their ERROR. 

What Truist Provided : " Can not suspend because it's included in your monthly payment. '' The Problem : This is a non-answer. Truist 's own letter says they can spread shortage charges over different periods " if causing hardship '' ( 24, 36, 48, or 60 months ). This proves they have the ability to modify shortage handling. I should not be paying any extra to my monthly payment until the bank fixes the error. I have been paying extra every month for at least 21 months. 

I'm being charged $ XXXXmonth in many cases up to {$800.00} a month extra for a shortage Truist can not explain and appears to be Truist 's fault. I should not pay for unproven amounts while the dispute is pending. 

DEMAND # XXXX : Truist Must Recover XXXX Credit ( Not Me ) What I Requested : You initiated the {$9700.00} DEP payment while knowing the account was disputed, a fact that the bank acknowledg. The current dispute with XXXX resulted in a {$6600.00} credit which the bank must recover. I should not have to file paperwork for money from a payment I didn't authorize and spend hours and weeks dealing with XXXX 

What Truist Provided : " Borrower authorization is required for the refund application. '' The Problem : I spoke with XXXX directly, and they confirmed Truist CAN request the refund without my involvement. XXXX said Truist can file a claim immediately and they can send the check ledgers and request a refund. XXXX has said many banks have made overpayments in the past and there is a simple process to recover those monies. 

Truist is wrong about the authorization requirement. More importantly, Truist made the payment ; Truist should handle the recovery. Shifting this work to me is unacceptable. I did not authorize the original payment, so I should not have to handle the recovery. 

DEMAND # 4 : Refund Shortage Charges ( Since Shortage May Be Truist 's Fault ) What I Requested : Refund all $ XXXXmonth shortage charges collected since XXXX, or credit them to my principal balance. 

What Truist Provided : " There was no bank error. '' The Problem : Truist admits in their XX/XX/XXXX letter that they paid to " XXXX XXXX '' instead of XXXX and also that they paid a DEP overage without having to do so and without my authorization. That is an error. Truist can not deny the error while simultaneously acknowledging it.

I should not be charged monthly to repay a shortage that Truist 's own error may have caused. This is backwards.

DEMAND # 5 : Longer Repayment Period ( If Shortage Remains ) What I Requested : If a legitimate shortage remains after XXXX recovery, spread it over 120 months instead of 60 months or simply do not put that burden on me. 

What Truist Provided : " Maximum is 60 months for hardship cases. '' The Problem : If the shortage results from Truist 's mistake, I should not face steep monthly payments. A longer amortization period is fair when the servicer caused the shortage by their own mistake. Truist refuses to be reasonable about this. 

DEMAND # 6 : All Communication in Writing What I Requested : No more phone calls. Everything in writing ( email or mail ). Upload all documents to my online portal. 

What Truist Provided : " Please call us if you have questions. '' The Problem : Phone calls create no record. For a complex dispute like this, I need written documentation. Phone conversations can not be verified or cited later. Truist continues to avoid creating a paper trail.

TRUIST 'S PATTERN OF EVASION Truist 's response shows a clear pattern : Provides numbers without explanation Generic math instead of transaction-level reconciliation Refuses to acknowledge their error Denies " bank error '' while admitting they paid to wrong entity Shifts responsibility to borrower Demands I recover money from a payment Truist made Avoids written documentation Directs me to call instead of responding in writing Dismisses all demands Provides no substantive response to any of my six requests This is not a good-faith response. This is stonewalling.

WHY THIS MATTERS What Truist should do : Provide clear reconciliation of escrow account showing how shortage was calculated Acknowledge their error in paying to wrong entity File the XXXX refund claim themselves ( they initiated the payment ) Refund or credit the unproven shortage charges ( about 21 months of monthly extra payments I have been doing ) Agree to reasonable repayment terms due to their mistake and to aliviate my hardship to having to pay more monthly. 

Provide all documentation in writing What Truist is doing instead : Providing meaningless arithmetic Denying errors they acknowledge Shifting their responsibility to me Avoiding written documentation Dismissing every demand WHAT I'M REQUESTING FROM CFPB Reopen this complaint and direct Truist to provide the specific documentation I requested Escalate to CFPB enforcement This pattern suggests systemic escrow mismanagement by Truist Investigate whether Truist systematically : Fails to provide clear escrow reconciliations Shifts recovery responsibilities to borrowers for servicer-initiated payments Avoids written documentation of escrow disputes Consider enforcement action if patterns are found I have a right to clear explanations of escrow charges. Truist is not providing them. The CFPB should hold them accountable. 

see attached what I requested in my previous complain on XX/XX/XXXX vs what Truist Responden on XX/XX/XXXX

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