Consumer complaint received 2023-11-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
This complaint is a follow up to a recent complaint filed against Truist with complaint ID # XXXX. 
I received a letter from Truist Bank dated XXXX XXXX XXXX, regarding the above complaint. After reading the letter, it is quite obvious that an honest mistake was made when selecting the source account to make the payment. According to the Banks investigation, the account I selected to make the payment was not my usuaXXXX XXXX  account, but my Truist checking account with has only had about {$200.00} for months, and which I never use. What seems surprising to me is that the bank which clearly knows I have only {$200.00} dollars in the selected account allows me to draft a $ XXXX payment and goes through and gives me a payment confirmation. What is even more concerning and frustrating is that upon review of all this, the bank is unwilling to view this as an honest mistake facilitated by what can only be characterized as a poor payment system interface and backend. Furthermore, in the supporting materials the bank sent me copies of, it includes an overdraft card I never received and payment relief information which I did not require, as I did have sufficient funds to make the payment and made it as soon as I was aware that the payment did not go through. 
I called the Truist Customer Advocacy number listed on the letter ( XX/XX/ ), the same day I received it to make the above concerns known to the bank and request they reconsider. I asked to speak to the person in charge who signed the letter I received from Truist after my CFPB complaint, and I was told I could not speak to her directly but that they would pass it along. It has now been two weeks since then, and I have not received any follow up calls or correspondence from the bank. 
I feel that this was a bank error caused by a poor online banking interface that compounds the months of difficulties I have had using their bank to pay a HELOC I also have with Truist, because of glitches following the mergers of BB & T ( my original mortgage bank ) and Sun Trust. I have made multiple complaints about delayed payments and other issues on that HELOC that should be well documented in their system. The response stated that the derogatory credit report could not be removed unless it is a bank error, which I believe this is as the website and interface resulted in payment being drafted from an account the bank knew to have insufficient funds. 
I again respectfully request that the derogatory remark be removed from my credit report, as in this case the bank should not have allowed me to pay from a checking account in their own bank they know to have insufficient funds and still generate a payment confirmation. I made an honest mistake in clicking the wrong account, but it should not have allowed it to proceed and generate a payment confirmation. I now am stuck with a major negative credit report for years to come, and it is not reflective in the least of my ability to pay as the funds were clearly there.

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