Consumer complaint received 2022-01-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
I paid off my residential mortgage serviced by Suntrust/Truist XX/XX/XXXX. Prior to closing, I noticed the payoff amount did not include credit for the escrow balance of {$720.00}. I contacted Suntrust prior to the closing on XX/XX/XXXX and they stated a check would be mailed after payoff. 

On XX/XX/XXXX, I called Suntrust and was told the check could take 10 to 15 business days for me to receive. 

On XX/XX/XXXX I spoke to XXXX and was told they mailed the check on XX/XX/XXXX. I told him still had not received my escrow refund. XXXX stated he would send another check. I told him I prefer a wire or direct transfer as Suntrust has demonstrated an inability to properly send checks. XXXX said it was not possible to wire funds. I told him I require a tracking number for the check being mailed and he said to call back on XX/XX/XXXX for tracking number. 

On XX/XX/XXXX I called and spoke to XXXX and requested a tracking number. He said a tracking number was not available and will initiate an internal complaint. I requested a wire transfer again. 

On XX/XX/XXXX I called XXXX and he stated check requested by XXXX on XX/XX/XXXX was not sent and checks requested through escrow department take 7 days to process. Suntrust Internal compliant number XXXX was provided to me. XXXX said I would get a call back from the Client Resolution Department within 24 hours. I told XXXX they were in violation of CFPB XXXX. 

On XX/XX/XXXX XXXX XXXX called and said they will research and do wire transfer by next week. I told XXXX XXXX they were in violation of CFPB XXXX. 

On XX/XX/XXXX, I called and spoke to XXXX. He said they are working on it and I would receive a call today. XXXX XXXX called and said they scheduled a wire transfer XXXXand that he will call back tomorrow. 

On XX/XX/XXXX, Still no wire transfer. I called and spoke to XXXX and he said XXXX XXXX was gone for the day. He said he spoke to XXXX in XXXX XXXX Department and she will follow-up and call today before XXXX. 

On XX/XX/XXXX XXXX called back. She said a " Stop '' was placed on XX/XX/XXXX on a check and they will wire funds to my account by XX/XX/XXXX. I told XXXX they are in violation of CFPB XXXX. 

On XX/XX/XXXX, XXXX am., I called XXXX XXXX XXXX Still no wire transfer. He said he will call back today. I told him I needed a reference # for wire transfer. 

On XX/XX/XXXX, XXXX am., No call yet from XXXX XXXX and no wire transfer. I called XXXX. She  said people not in today. She said she is moving it to other people and will call back before noon. 

On XX/XX/XXXX XXXX XXXX called back and said she  is still working on it. 

On XX/XX/XXXX XXXX wire transfer finally appears in my account. 

Please review the Suntrust/Truist mortgage servicing department for additional similar violations. Please also pursue Suntrust, Truist, for maximum civil money penalties, sanctions and other enforcement action for these violations.

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