Consumer complaint received 2026-06-24 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:
Re : Request for Further CFPB Review of Truist Response I respectfully request that the Consumer Financial Protection Bureau continue its review of this matter because Truist 's response fails to address the most significant issues raised in my complaint. While Truist 's response focuses on the history of the insurance policy and lender-placed insurance, it does not answer the central questions presented in my complaint. As a preliminary matter, I acknowledge that Truist assessed a charge associated with a coverage gap. However, at no point was I informed that this issue would result in lender-placed hazard insurance being obtained or that substantial additional payments would later be processed. More importantly, Truist 's response does not explain why subsequent actions were taken despite the fact that the insurance policy information had already been corrected and updated. The primary issue remains the processing of payments that Truist has failed to explain, justify, or reconcile. Specifically, Truist 's response completely omits the disputed payments of {$2100.00} and {$78.00}. These transactions were specifically identified in my complaint, yet the response contains no explanation regarding : Why these payments were processed. What obligation they were intended to satisfy. Who authorized them. Whether they resulted from a processing error. Whether they resulted from an accounting error. Whether they resulted from reliance on outdated or inaccurate information. Why they are absent from Truist 's response altogether. The complete omission of these transactions raises serious concerns regarding the adequacy of Truist 's investigation. Even more concerning is the fact that Truist 's response fails to provide a reconciliation of these payments against the insurance premium that was actually due. Based on the records available to me, a payment of approximately {$3700.00} was ultimately sent to satisfy the insurance premium obligation. If that obligation had already been satisfied, then an important question remains unanswered : Why were additional payments processed? Truist 's response does not provide any accounting showing how the disputed payments of {$2100.00} and {$78.00} relate to the premium due, nor does it explain why those payments were necessary. I therefore request that Truist provide a complete reconciliation identifying : Every payment made in connection with this matter. The purpose of each payment. The source of authorization for each payment. The records relied upon before each payment was issued. How each payment relates to the actual premium obligation. Whether any payment was issued based on outdated, incomplete, or inaccurate information. I also request clarification regarding the verification process that Truist performed before disbursing funds. Specifically, how can Truist conclude that these payments were appropriate if it has not demonstrated that the amounts were reconciled against the corrected insurance records and the premium that was actually due? What procedures were followed to verify that the payments were necessary? What controls were in place to prevent unnecessary or erroneous disbursements? In addition to the financial issues, Truist 's response completely fails to address my concerns regarding the treatment I received while attempting to resolve this matter. Throughout this process, I repeatedly contacted Truist in an effort to correct what appeared to be errors and prevent further harm. Rather than receiving timely assistance, I experienced interactions that caused significant stress, frustration, and emotional distress. I spent countless hours attempting to resolve a situation that was ultimately driven by information and actions under Truist 's control. I repeatedly raised concerns, sought clarification, and attempted to obtain assistance. Instead of receiving meaningful support, I was often left feeling dismissed and forced to continue escalating the matter in order to obtain answers. The emotional impact of this experience has been substantial. The uncertainty surrounding my homeowner 's insurance, the unexplained payments, the lack of answers, and the repeated need to defend my position created an unnecessary burden that no consumer should have to endure. Furthermore, some of my interactions with Truist representatives left me concerned about whether I was being treated fairly and appropriately. At a minimum, I believe these interactions warrant review. However, Truist 's response contains no indication that call recordings were reviewed, that customer service interactions were investigated, or that any assessment was conducted regarding my allegations. Instead, I am simply directed to contact the same area where I previously experienced the conduct that is the subject of my concerns. Accordingly, I respectfully request clarification regarding the following : Did Truist conduct an investigation into my allegations regarding the conduct of its representatives? Were call recordings reviewed? Were customer service notes reviewed? Does Truist intend to conduct a formal investigation into these interactions? If an investigation is conducted and inappropriate conduct is identified, does Truist intend to provide a formal written apology? These questions remain completely unanswered by the response provided. For these reasons, I do not believe Truist 's response constitutes a complete investigation of the issues raised in my complaint. I respectfully request that the CFPB require Truist to provide : 1. A complete reconciliation of all payments associated with this matter. 2. A specific explanation regarding the payments of {$2100.00} and {$78.00}. 3. Documentation showing the basis for issuing those payments. 4. Documentation showing the verification and approval process used before the payments were disbursed. 5. An explanation of why those payments do not appear anywhere in Truist 's response. 6. Confirmation of whether those payments resulted from a processing, accounting, or administrative error. 7. Confirmation of whether Truist investigated my concerns regarding the conduct of its representatives. 8. Confirmation of whether call recordings and internal records were reviewed. 9. Clarification regarding whether a formal written apology will be provided if the investigation confirms inappropriate treatment. My objective is not only to obtain a complete accounting of the transactions at issue, but also to ensure accountability for a process that caused substantial and unnecessary hardship. Consumers should be able to rely on accurate information, proper reconciliation of accounts, meaningful investigations, and respectful treatment when attempting to resolve matters involving their homes, insurance coverage, and financial well-being. Regards, 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