Consumer complaint received 2026-06-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Hello, My name is XXXX XXXX. I have a mortgage at Truist Bank, loan number XXXX. This complaint is regarding the following issues : On XX/XX/XXXX, I received an email from Truist Bank stating that my payment would change from {$1300.00} to {$1900.00} without any specific explanation for the change. When I called, I was told that this was because there was a gap in my insurance and that Truist would now manage the insurance through an escrow account. I informed them that I did not want this change, as it is not part of my loan contract. I also explained that I was unaware of any issues with the insurance policy and would resolve the matter immediately without adding anything to escrow. The representative responded in a dismissive manner, expressing disbelief that I would be able to correct the issue. I worked with the insurance company to correct the issue, and on XX/XX/year>, I provided Truist Bank with the updated insurance policy showing no XXXX. I called them to inform them and requested an immediate correction. On the same day, I received an email from Truist Bank stating that they had sent a payment to my insurance company totaling {$3700.00}, despite my payments being up to date. I again communicated that these payments were not applicable, requested that any unauthorized payments be voided, and was told to allow at least 24 hours for the system to update the policy information. On XX/XX/XXXX, I sent an email to the Home Preservation Department to clarify that I did not require a forbearance, but requested an immediate correction of my mortgage payment. However, on XX/XX/XXXX, instead of receiving confirmation of the correction, I received an email stating that Truist had sent a payment of {$2100.00} on XX/XX/XXXX. On XX/XX/XXXX, I received another email stating that a payment of {$78.00} had been madeagain, without correcting my mortgage payment as requested and after I had informed them that the policy was corrected. On XX/XX/XXXX, I received a Hazard Refund of {$380.00} after the policy issue was resolved, and I expected further corrections to follow. Instead, rather than receiving confirmation that my mortgage payment and escrow account had been corrected and that a refund would be issued for the automatic debit of $ XXXX amount that did not match the statement amountI received an email stating that my payment would change to {$1700.00} beginning XX/XX/year>, rather than being restored to its original amount of {$1300.00}. This further compounded the servicing errors and confusion surrounding my account. Truist has not corrected my mortgage payment or escrowed the insurance as requested. The amounts reflected on my statements do not match the amounts they debited, demonstrating additional miscommunication and servicing errors. In summary : Truist sent payments that I had explicitly told them not to send, despite the insurance policy being corrected. The payments exceeded the policy premium by {$1100.00}, totaling {$6000.00}, while my current policy premium is {$4800.00}. I had already submitted payments to my insurance company, meaning Truists actions prevented proper processing and clearing of my insurance payments. These unauthorized payments caused additional financial and administrative burdens. I sent follow-up emails to XXXX and XXXX on XX/XX/XXXX and XX/XX/XXXX. I received a letter from Truist acknowledging my request ; however, rather than providing an immediate resolution, it only resulted in further delays. Additionally, I want to report instances of unprofessional behavior and remarks by Truist representatives that could be interpreted as discriminatory. As an immigrant from XXXX, I found the following comments inappropriate and offensive : I know from where you are coming from. You are going to pay that amount. XXXX, XXXX. ( Go ahead, get it all out, said in an inappropriate context. ) While an apology was later offered for one comment, these interactions were disrespectful and abusive, and they reflect poorly on Truist Bank. For all these reasons, I respectfully request your assistance in : 1. Restoring my mortgage payments to their original amount. 2. Refunding the extra amounts I paid in XXXX and XXXX as soon as possible. 3. Take appropriate measures to prevent abusive, disrespectful, and unprofessional conduct by its representatives. I am currently a SNAP recipient and a single mother, and I can not afford errors like this that add more burden to my current situation. The impact of these servicing errors goes beyond finances. They have created unnecessary stress, uncertainty, and hardship, while requiring considerable time and effort to try correcting. This has affected my well-being and taken valuable time, energy, and resources away from addressing the financial and personal challenges my family is already facing. Attached are all statements and communications supporting my complaint. Thank you for your attention and assistance. Sincerely, XXXX XXXX

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