Consumer complaint received 2025-07-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Around XX/XX/year>, I noticed that my banking account was lower than expected. I saw that my mortgage company, Truist, was taking out double the monthly required mortgage payment. I pay online the required monthly payment, a contribution to the escrow, and some extra toward paying down the principal. I noted that Truist had been automatically taking out my required monthly payment, even though I was making the usual payments. I noted this actually started in XX/XX/year> and had been occurring monthly. This occurred on the same date that I made my other payments. I alerted my bank, XXXX XXXXXXXX XXXX about the erroneous extra payments, and I then called Truists customer service. I was placed in contact with one of their call centers on the XXXX. I sent them a pdf file showing the extra drafts from my personal account. They told me an automatic payment was set up in XXXX of XXXX  I never set that up and I informed them that I never would do that because of the way I usually pay. I was told that they would look into it and I would hear back from someone. The following week. I saw the amount of my extra charges credited back to me account. From the BOA account, it appeared to be a credit payment from Truist. The total was the exact amount of the XXXX  months over payment. I was not returned the amount I had paid with my usual payments. I did not ask for that to be returned. Last week I received a phone call from Truists collections department saying that I was delinquent for the amount that I was credited. I was also reported a delinquent from the XX/XX/year>. I was at work when I received this call and I discussed the situation with their representative. I informed them I would resend information pertaining to the ongoing problem. I did not get any confirmation that my previous discussion had been looked into. When I got home, I realized that my online Truist account was blocked from paying my XXXX mortgage payment and stated I owed for XXXX of XXXX It say I was more that XXXX days delinquent on payments. Mind you, I have been paying monthly on time online. I also opened paperwork I thought was my usual statement/bill, and saw that there was paperwork for hardships and for risk of foreclosure due to nonpayment. I immediately called the customer service number from the Truist website. I went through the situation again. They told me my website was blocked due to nonpayment for over XXXX days again. Again, that is not factual. I went over the situation with them and sent in another letter with pdf files showing my electronic statements from both my bank and from Truist. I would also like to state that they appear to have reported this situation to the credit bureaus. My Exwife of XXXX  years still has her name attached to the mortgage because it was originally there. Truist will not take it off. Truist contacted her with there delinquent notice and she told me her credit dropped because of this. At this point I have not checked my credit because I have been trying straighten out this mess. I did tell all of the Truist representatives to not fine me or report this issue due to being a error on their part. Yesterday I sent a Copy of the same letter to the Truist collections department and called their representative that is based in XXXX XXXX. I was told that they will contact me within XXXX hours. Today I received an email alert from XXXX saying that they had talked to Truist. They said Truist provided proof that they were authorized to take automatic withdrawals of my mortgage from my bank account, and they would be returning credited moneys as of XX/XX/year>. 
Today I sit here being inappropriately overbilled by Truist with an automatic draft I did not authorize. I have tried to work with their customer service to correct the errors and I feel like I am being grifted. One arm of Truist does not seem to communicate with the other or does not care. They appear to be messing with my credit. They have blocked my ability to pay at present in the fashion I have always paid. I will work with them but no straightforward solutions have been offered me. I am here making my statement and complaining about my situation because of this. I appreciate any assistance you can provide and your time.

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