Consumer complaint received 2022-06-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: MS

Complaint narrative:
On XX/XX/XXXX, a payment of {$3200.00} was made from my escrow/insurance account to an unauthorized XXXX XXXX. Then on XX/XX/XXXX, a payment of {$3200.00} was made to my insurance company XXXX XXXX XXXX. XX/XX/XXXX I received an escrow analysis with the news that there was a negative balance in our escrow account due to the payment to XXXX XXXX under a person named XXXX XXXX XXXX, with whom I have no relationship. Because of this error, our monthly mortgage was dramatically increased from {$840.00} to {$1100.00} starting the month of XX/XX/XXXX. My efforts to resolve this matter began on XX/XX/XXXX, at which time I was informed that a refund would be placed back into my account after seven to ten business days. During XXXX and XXXX, I struggled to get any answers after weekly conversations, transfers, and escalated promises and no resolution. In XXXX I spoke with XXXX, a SunTrust representative from the insurance department, who I had previously spoken with helped me contact XXXX XXXX. and request a refund of {$3200.00}. On several occasions during XXXX requests for upper management were sent, with no follow-up to me. Thankfully after another conversation with XXXX and XXXX XXXX, we were able to receive the {$3200.00}. These monies were deposited into our escrow account on XX/XX/XXXX. XXXX XXXX, a supervisor in the insurance department, requested a new escrow analysis on XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX stated, " she would help me take care of the problem '' she sent information to upper management. Another phone call on XX/XX/XXXX, to XXXX XXXX, placed another request to upper management with no avail. 

There is an overdue balance due to the error on SunTrust/ Trusit from our escrow/insurance. This outstanding bank error needs to be resolved. The month of XXXX we paid {$900.00}. When our monthly statement requested the amount of {$1100.00}. When our XXXX payment of {$850.00} was received part of the payment was combined with the " missing monies '' from XXXX. The {$850.00} from XXXX was then combined with the " reserved '' money from XXXX. This trend has continued and shows an overdue balance in our account which also has incurred monthly late fees. These fees have continued to be waived with a monthly phone call while the overdue balance still exists. In addition to the monthly phone call, I have been calling weekly since XXXX XXXX. The time and energy I have spent to resolve this bank issue is unacceptable. In attention to all of the above, I continue to get threatening collection calls almost daily and monthly letters from the mortgage department. 

Below are dates and notes from my phone conversations. 

XXXX dates were not documented in hopes that the issue would be resolved quickly. They were weekly XXXX XXXX XXXX XXXX XXXX from the insurance department and I spoke to someone from XXXX XXXX who sent XXXX XXXX from XXXX XXXX to SunTrust/Truist XXXX Was told my issue was being reviewed by the expediting department XXXX Spent 30 minutes on the phone and was disconnected and never called back XXXX XXXX  and I spoke to someone from XXXX XXXX a check was sent from XXXX XXXX XXXX XX/XX/XXXX and the check was never received by SunTrust/ Truist. SunTrust told me to call back on XX/XX/XXXX XXXX SunTrust did not receive the check from XXXX XXXX , Upper management requested XXXX someone called to collect the overdue balance. I was forwarded to the insurance department and no check was received. An email was sent to upper management. 
XXXX XXXX and I spoke to someone from XXXX XXXX check was sent on XX/XX/XXXX to SunTrust XXXX XXXX XXXX canceled the check and sent a new check to our home XXXX I received a check from XXXX XXXX for the amount of {$3200.00}. The amount was then deposited into escrow. 
XX/XX/XXXX XXXX XXXX was informed about the banking issue. XXXX XXXX, an expediting representative was contacted. An email was sent to upper management XXXX Talked with XXXX who was taking care of the problem, sent an email to upper management. 
XXXX XXXX XXXX  Email sent to XXXX to call me because she had left for the day. 
XX/XX/XXXX - XXXX contacted me to report no updates Email was sent to upper management. 
XX/XX/XXXX - XXXX ws out of the office. An email was sent to XXXX ( small manager ) and XXXX XXXX Spoke with XXXX XXXX from client services, she was looking into the issue XXXX Spoke with XXXX from insurance told me someone would call me back XXXX Left a message for XXXX to call me back XXXX Left a message for XXXX to call and asked for someone in upper management XX/XX/XXXX - Sent an email to XXXX XXXX A phone call from XXXX XXXX left a message XXXX Called the phone number but was told they dont know this person and cant connect me. 
XX/XX/XXXX A phone call from XXXX XXXX left a message at XXXX. Called the phone number back and spoke with someone who told me that her supervisor would call me back. On the phone for XXXX mins. Off the phone at XXXX XX/XX/XXXX XXXX XXXX XXXX FL ) from client services called me and set up an appointment for someone to call me from exclusive services and gave me the case number XXXX. 
XX/XX/XXXX XXXX called to report no update XX/XX/XXXX a letter was received stating that the account was being looked at. 
XX/XX/XXXX XXXX XXXX called to report no update XX/XX/XXXX XXXX called to tell me that I needed to pay the missing amount. XXXX has been placed on my account to research information. I asked to speak with XXXX about this issue. 
XXXX called later the same day. She informed me that she will be emailing the concerns to the concern department to discuss further options and see if they are willing to correct the issue. 

Overpaid money was pulled from the escrow account to cover the missing in our principal. 

XX/XX/XXXX Switched insurance companies a letter was mailed to Truist to inform them of the change. 

XX/XX/XXXX Truist paid my old insurance company along with the new company. Over draft of escrow account. 

XX/XX/XXXX I contacted the old insurance company and received a check. I paid overdraft from old insurance company into Truist escrow. Asked for a new escrow analysis. 

XX/XX/XXXX A payment of {$850.00} was made for the mortgage. 

XX/XX/XXXX called to cancel escrow. Was told that I could not cancel the escrow because our account needed to be delinquent free for 24 months. Asked for a new escrow analysis. I was told to call back in a week to get new escrow account information. 

XX/XX/XXXX Received a letter that we didnt pay enough money for the month. Called to pay the {$65.00} difference. Asked for the unapplied funds to be put toward our principal, interest and escrow. Asked to cancel the escrow. Talked to XXXX in escrow. Was told that I could not cancel the escrow because our account needed to be delinquent free for 12 months. Mail a form to fill out to cancel escrow. Will take 15-20 business days to complete once the form is received. 

XX/XX/XXXX received a letter stating that our escrow account can not be closed due to delinquent payment history XX/XX/XXXX Received a mortgage account statement letter with a double monthly payment, XXXX. Statement shows that the {$850.00} and the {$65.00} are in the unapplied funds account.

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