Consumer complaint received 2021-07-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
During the past 7 monts I have made a minimum of 19 attempts to resolve this issue with Suntrust-Truist regarding my mortgage.

Suntrust-Truist has not been issuing payment coupons-monthly statements in a timely manner, forcing myself into a situation of either having to pay electronically or making a special trip to the local branch to make payment on time and avoid paying late fees. 

My statement is supposed to be issued on the XXXX of each month, yet as of Friday XX/XX/XXXX the statement has not arrived and not available on the online system. Today, XX/XX/XXXX, the system gives a repeated error that they system was unavailable and to try again later. 

There is only a few possible explaination for this situation, the bank is looking to either build income on late fees generated, looking to build foreclosure cases, or to force individuals to pay online and give the bank ACH authorization for auto payments. The autopayment is not acceptable for myself personally with this bank, because in XXXX Suntrust authorized a non authorized ACH transfer to go through and withdraw {$8000.00} from my checking account. 

Today ( XX/XX/XXXX ) I spoke with " XXXX '' in mortgage customer service who refused to escalate the issue beyond her desk. Her only attempt was to change my billing cycle date from XX/XX/XXXX to XX/XX/XXXX ( something that I was told in XXXX would take place, and based on this conversation it has not ). 

This issue of the late or no receipt of the mortgage coupons has been going on since the beginning of XXXX. My last payment coupon that arrived remotely ontime was in XX/XX/XXXX, since that point I have made more than 20 complaints, phone calls, and inquires on how to resolve this situation. To date, no viable resolution has been made by the Suntrust/Truist. 

I have had the mortgage with Suntrust since XXXX, and the past seven months have been extremely stressful. And the bank continues to blame the US Postal Service even when the bank knows that payment coupons were not generate ( XXXX, XXXX, and late in XXXX ). According to the bank I have no " rights '' to expect a payment coupon and I am obliged to make my payment on time each month regardless if I receive a statement or not. Yet, when you contact the bank or make a payment without a " coupon '' the processing is not reflected for upto 10 days-creating a late payment situation. 

Again this has been going on since XXXX, and I have contacted the bank multiple times to get this resolved-but nothing has changed, nothing is corrected. My statement for XXXX has not arrived and their system is not functioning so I can not print my payment coupon. The situation will force me into a late payment date, and though I am expected to make my payments ontime there is to be no expectation that I receive a statement intime to make the said payment. 

My monthly mortgage is {$1400.00}, typically I increase the payment {$100.00} to reduce my principle. 

I have spoken to their executive offices in XXXX ( XXXX ) they stated the situation was resolved and corrected and I would have no further problems-yet the XXXX statement arrived on the XXXX of XXXX ( Due XX/XX/XXXX ), and the statement due XX/XX/XXXX, has not yet arrived on XX/XX/XXXX. The companies response has been that they would move the statement release date from the XXXX of the monthh to the XXXX ( something the bank stated was already complete ), they stated they would " escalate my concerns, but there would be no response for 7-10 business days '', a process I have already been through twice. 

The stress that this ongoing situation causes me is inexcusable. Isn't my government supposed to protect consumers from such business practices?

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