Consumer complaint received 2020-08-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
On XX/XX/2020, Truist Bank sent a check to XXXX XXXX insurance company for {$1200.00} out of my mortgage escrow account to pay my annual hazard insurance policy premium on my home. On XX/XX/2020 Truist Bank sent another check to XXXX XXXX insurance company for {$1200.00} to pay my hazard insurance premium again, this was a duplicate payment in error and should not have occurred. I noticed the error on XX/XX/2020 as I thought it was odd to received a second email alert for another insurance payment coming out of my escrow account. I called the Truist Bank insurance department on XX/XX/2020 to report the 2nd payment and notify the bank of the error. I requested the duplicate funds to be returned to my escrow account. Every week since XX/XX/2020, I have called the Truist Bank insurance department asking for updates and as to why the duplicate {$1200.00} has not been returned to my account. I have been told different things by every person I have spoken to in the insurance department and some of the staff has even admitted to me after reading the notes that I have been told different things. For example, I was initially told a stop payment was placed on the first check and even was on a three-way call with XXXX XXXX XXXX and the Truist Insurance department. XXXX XXXX claimed they did not receive a second insurance payment! I have requested the bank do research and supposedly accounting requests have been completed. Now the bank claims both {$1200.00} checks have been cashed by XXXX XXXX. On XX/XX/2020 I was willing to talk to XXXX XXXX XXXX on a three-way call with the representative named XXXX from Truist Bank insurance deparment and XXXX told me the XXXX XXXX XXXX wait time of 18 minutes was too long for her to wait in a call center. Well, that is about how long we waited for the three way call back in XXXX. I have spoken to my XXXX XXXX agent, XXXX XXXX in XXXX, GA and she has notes from two different Truist Bank representatives calling her in XX/XX/2020. XXXX told Truist reps both times that only one payment has been received from XXXX XXXX and one rep from Truist even apologized and said she now sees where the bank canceled the check! This issue has caused me a significant hardship and cost me a lot of time calling every week since XX/XX/2020. Please demand that Truist Bank return the {$1200.00} duplicate payment that they lost somehow and ascertain my escrow payment is recalculated properly next year as it is not my fault the escrow account balance has been in the negative. The insurance department representatives at Truist Bank have failed me as a vigilant, well educated consumer who has made every attempt to help them correct their error. It is absolutely shameful to treat a loyal, paying customer this way. Please have my {$1200.00} returned to my escrow account ASAP and end this frustration. Thank you.

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