Consumer complaint received 2022-07-26 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
In XXXX of XXXX, my husband and I completed a XXXX XXXXXXXX Plan and began making payments in XX/XX/XXXX to Suntrust of XXXX to the address we were given on our final paperwork. From XX/XX/XXXX to XXXX of XXXX we made payments every month nearly all included additional principal payments. Every payment was sent by electronic transfer using the information on our final paperwork per Suntrust. We never changed any information with XXXX, and set the payments up to repeat indefinately until we knew it was paid. 

All this time, we were told by our lawyer that becasue we completed our plan, both our mortgage and this line of credit should revert back to a normal account. However, Suntrust never sent us ANY paperwork, NO Interest statements, NO monthly statements, NO COORESPONDENCES AT ALL, until we called and spent hours on the phone requesting them. We discovered in XXXX ( through ) paperwork we requested, that Suntrust had changed the account and that we were no longer paying interest so our extra payments did not help us pay it off early. 

We knew we were close to paying it off and just wanted to done with Suntrust, so we just kept making payments and knew that by XXXX of this year we should have it paid off. ( Our estimate, becasue we still didn't receive any information from Suntrust on a monthly, quarterly or even yearly basis. 

In XXXX, on XX/XX/XXXX our bank sent an electronic payment of XXXX to Suntrust. On XX/XX/XXXX the payment was reversed ( rejected ) and put back into our account. We Never received ANY communication from Suntrust ( now Truist ) as to why our payment was rejected. We tried calling, no answer, only the option to leave our contact info for a return call in 72 hours. We did this for the month of XXXX, XXXX and XXXX. 

In XXXX, my husband went to our local branch, and after nearly an hour, the XXXX XXXX was finally able to speak to someone who had an 'idea ' of who we needed to talk to. Once he got to the 'correct ' department, he was asked for our information and told someone would call us back in 48 hours... NO CALL. We waited thinking maybe we'd get a letter or a call in a week. Nope, so my husband went back to the branch this past Monday, ( XX/XX/XXXX ) and after morephone calls, transfers, we got to a department that was able to see that there was still a balance of appr XXXX, a jusgement on the account ( no more details on that ), and no explaination as to why the payment was returned other than the account information on payment was incorrect. ( The XXXX XXXXXXXX 'thinks ' the problem was they merged with BBT and our account number had changed, but we had no idea what it would have been beca useWE NEVER GET AND COMMUNICATIONS FROM THE BANK!!!! 

We were given a number we could call to make a payment to bring the account current but no one answers the call and we don't have a payoff amount for a certain day. Not to mention, we would prefer not to send a payment over the phone to a random person without SOME type of paperwork. 

To say we are frustrated is an understatement! Please help us ensure that all our hard work during our XXXX XXXX isn't ruined because this bank can't seem to mail us any paperwork to the home this lone is for, that we still and have always lived in.

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