Consumer complaint received 2022-06-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: UT

Complaint narrative:
BBT sold to Truist. BBT throughout the process was constantly sending information through email or letters saying BBT portal would not longer work, make final changes, etc. 

At some point I found it to be a good opportunity to switch my auto draft to come from a different bank to pay my mortgage with Truist. I said it up online, and then called in to quadruple check that everything was set up properly. It was confirmed over and over again that I properly set it up and dont have to worry about anything. 

Months later I get a letter in the mail saying that I defaulted on multiple mortgage payments. I was livid, called in to immediately pay for the missed mortgages and demand an explanation of how this error happened. 

They put me on hold many times, listened to the audios of my previous calls, looked into the notes, and confirmed without a doubt it was bank error and we will fix this error and fix everything with the credit bureaus to get my nearly flawless credit score back to where it was as a consequence of their admitted bank error. They said after my initial phone call quadruple checking everything was set up right, a rep put in the notes delete old auto draft. Days later, a different rep saw the note, and deleted the NEW auto draft I confirmed was set up properly, assuming it was the old one. The actual old one was already deleted, causing the confusion of the banks employee to delete the new auto draft without my knowledge. XXXX, and her supervisor admitted 100 % bank error, and assured me not to worry about the credit dispute as it will without a doubt be fixed due to the banks error. They Took full responsibility and said they were going to expedite this correction, to ignore any letters you may get in the mail saying the credit dispute was denied ( as it usually takes 30 days to correct ) because they will get it fixed without a doubt, because it was bank error. 

Sure enough, I call back in a week later to get an update on this problem being fixed. The new reps said they see a dispute was filed and it was immediately denied. I told them to send me the notes and the audio recordings of the previous conversation of them discovering and admitting 100 % fault. They told me absolutely not without a subpoena from the courts. Ive made multiple attempts to have XXXX and her supervisor to call me back with an explanation of why theyre covering up everything and arent responding to me. They refuse to call me back or give any explanation on the matter. 

This bank error caused my credit score to tank nearly 200 points, and single-handedly is responsible for a current real estate project I was in the process of closing on. 

I would rather not go the subpoena route and sue for further damages if they simply correct the issue that they said they would, and they already admitted was 100 % their fault. 

No matter who I call into its a different person, I have to re-explain the story, only for them to say credit dispute was submitted and immediately denied the next day. 

Money was never the issue, which is in part why I never noticed the withdrawals coming out. The only indication I got that I was late on my mortgage was a big envelope that came months later with no red letters, no urgency, that I happen to open for it to explain to me that Im multiple months late. Which I immediately paid in full within 10 minutes of opening the letter. 

With the absolute madness of these banks merging, the bombardment of emails and letters, I had complete peace of mind that everything was set up properly because of me quadruple checking my auto draft was set up, and being told I had nothing to worry about. Only for someone internally to delete it days later. 

They hold all the notes, all the audio recordings admitting to all of this, and refused to send me any of it or do anything they said they would do without a subpoena. 

After admitting fault and telling me they will get it fixed, they now are backtracking on everything and its impossible to get a hold of someone to solve the consequences of their bank error.

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 non-monetary relief