Consumer complaint received 2026-05-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I have been trying to get the Truist Mortgage Fraud department to fix a mistake on my HELOC account since XX/XX/XXXX, but have been unsuccessful in doing so despite numerous calls and letters to the Mortgage Fraud Department. The details are as follows : On or about XX/XX/XXXX I wrote check number XXXX from my Truist HELOC Account for {$10000.00} to my daughter XXXX XXXX to deposit in our joint account at XXXX XXXX XXXX XXXX ( XXXX ). XXXX submitted the check to XXXX via mobile deposit. Several days later I received a call from the branch manager at Truist saying the signature on check XXXX did not match the signature on file. I went to the branch and confirmed that I wrote the check and the branch manager said he would push it through. The check hit XXXX, but was subsequently denied and no money was received in the XXXX account. This was confirmed by phone with XXXX and by the XXXX XXXX XXXX statement ( attached ). When check XXXX did not clear the bank I put a stop payment on it and Truist charged me the stop payment fee ( later refunded ). I wrote XXXX XXXX a second check, # XXXX, from my same HELOC account for {$10000.00} on or about XX/XX/XXXX. That check was flagged by Truist as fraudulent after my daughter made a mobile deposit to XXXX. Truist never paid check # XXXX and you can see on the XXXX XXXX statement that it was not deposited to XXXX. I have called Truists Fraud Department numerous times, visited the local branch on several occasions and to date Truist has included the {$10000.00} in the amount owed on the HELOC, which in fact, should have a balance of less than {$8000.00}, which is the amount I took in cash at the branch after this debacle with the two {$10000.00} checks. Truist is charging interest on the {$10000.00} that was never paid to XXXX, and on the {$8000.00} which I did borrow in cash in early XX/XX/XXXX. I have attached the XXXX XX/XX/XXXX statement. I spoke to XXXX this week ( XX/XX/XXXX ), and they have not received the {$10000.00} at any point from the date I wrote check XXXX in XXXX of last year to the date of this letter. They have no holds on any money and the statements reflect that no money was ever received at XXXX in the amount of {$10000.00} from my Truist HELOC account. You can see from the subsequent statements that no deposit of {$10000.00} to the XXXX account was ever received. The fix is for Truist to acknowledge the misstate, reverse the {$10000.00} charge on my HELOC and refund me any and all interest on the {$10000.00} that I have paid from the date interest started accruing through the day this matter is fixed. I fully acknowledge that I owe Truist the {$8000.00} with accruing interest, but not {$18000.00} with accruing interest.

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