Consumer complaint received 2025-01-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: TRUIST FINANCIAL CORPORATION
State: MA

Complaint narrative:
Background on how I got to this point : XXXX XXXX  XXXX sold mortgage servicing rights to Truist Bank. XXXX XXXX  accepted a mortgage payment on XX/XX/XXXX. Truist Bank is not showing the payment for XX/XX/XXXX, and they are harassing me about late payment penalties despite there being a 60 day window of time for the mortgage servicing companies to transfer the loan and update their records. I proactively called each bank asking for them to trace this money that was paid on XX/XX/XXXX. Both banks had no idea where it is at. I have had multiple phone calls with each of these banks on a call at the same time, additionally with the bank I use for the account where the money was taken for paying XXXX mortgage payment. My bank stated on the phone that the money had not been returned to my account as XXXX XXXX  had claimed. XXXX XXXX  claims they are sending the money to Truist bank, but they have changed their story multiple times and their back office has no records of my payment to them nor have the provided me a receipt or statement depicting that I have paid the mortgage on time. I have provided bank records to XXXX XXXX. I have proactively engaged Truist to get to the bottom of where these two mortgage servicing companies have misplaced the money I paid in service of this loan, and they have not followed up with me on a status. I call them multiple times, and its always a new representative on the phone and I have to rehash the same issue. I am afraid to pay another payment for the next month because I dont know if they will also lose this money. I have paid my mortgage without trouble for several years. I have a perfect XXXX XXXX with no missed payments, and I have a job that requires good credit to maintain employment. If these companies mess up my credit due to a paperwork error that has not been corrected at the end of the 60 day grace period, then this will materially affect my employment and could put me at risk of foreclosure. This is a breach of both of these banks fiduciary responsibility to their shareholders and the banks are out of compliance with mortgage lending documentation requirements. I have not received a statement for the money that was removed from my bank account. I have consented to record these phone conversations with these banks, and I also notified the banks that the phone calls were being recorded on my end. I can furnish this documentation to whomever needs it to substantiate this claim. 

On XX/XX/XXXX I received a wire transfer from XXXXXXXX XXXX XXXX for the payment made in XXXX. Their bank is still not certain of where the original payment went to, but they have chosen to front to me the money I was missing while they figure out where the money went with my bank. 

Today I called Truist bank to make the mortgage payment now that the money has been returned to me near the end of the 60 day grace period. 

Truist bank is unable to accept payment for the loan from two separate accounts ; they state there is no other way to pay this loan other than from an ACH withdrawal from one single account. I can not accommodate this ask because it is at the end of the 60 day grace period and it has taken these banks forever to get their paperwork in order.

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