Consumer complaint received 2026-07-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: TRUIST FINANCIAL CORPORATION
State: WA

Complaint narrative:
I am submitting this complaint regarding Truist Mortgages handling of my insurance payment and subsequent request to close my mortgage escrow account related to my mortgage loan. Truist sent the wrong payment amount to my insurance, repeatedly provided inaccurate and contradictory information, instructed me to make payments to escrow based on incorrect calculations, and failed to return funds to me in a timely manner. This has resulted in me having to pay an additional {$4600.00} to escrow outside of my insurance payments that has still not been returned to me as of XX/XX/year>. The timeline is as follows : On XX/XX/XXXX, I switched insurance providers from XXXX to XXXX XXXX ( aka Encompass ) in order to lower my premium amount. On XX/XX/XXXX, I provided proof of my new insurance to Truist bank and received confirmation from Truist of this new insurance. Truist sent an incorrect payment of {$4600.00} via an advance to my new insurer, instead of the necessary {$2200.00} for my home insurance, creating a shortage of funds in my escrow account. On XX/XX/XXXX, I called Truist to ask why they submitted they wrong payment and whether they could cancel the payment and send the correct amount to correct the issue. Truist explained the payment was sent by mail and therefore could not be cancelled and did not explain why they sent the wrong amount. The representative told me that the insurance would accept the payment and the excess any excess amount would be returned to me by the insurance company. On XX/XX/XXXX, I called Truist to request they close my escrow account because they mishandled the insurance payment so that I could manage the payments correctly myself. The representative told me I needed to pay an escrow shortage of {$1800.00} in order to close my escrow account based on an escrow analysis from XX/XX/XXXX. I specifically asked multiple times whether this amount was accurate in light of the recent insurance payment which was made after the XX/XX/XXXX escrow analysis as this did not make sense. The representative confirmed that it was the correct amount. I transferred {$1800.00} to Truist after this call. I later learned that this information and calculation were incorrect. On XX/XX/XXXX, I called Truist to confirm my escrow cancelled request and was then told by the representative that I needed to submit an additional shortage payment of {$790.00} before Truist could process my request to close the escrow account. This was inconsistent with the information I had previously received and required me to make a second payment. I transferred {$790.00} to Truist on XX/XX/XXXX. On XX/XX/XXXX, I called Truist and again requested that the escrow account be closed. I was told that the escrow closure had been approved as there was no longer a shortage and would occur on XX/XX/XXXX. I also received a letter from Truist confirming that my escrow account would close on XX/XX/XXXX. On XX/XX/XXXX, I learned that my insurance company had not received payment from Truist. I called XXXX insurance department and was told that the insurance payment to XXXX XXXX was made by virtual credit card and that the payment was rejected on XX/XX/XXXX and returned to escrow on XX/XX/XXXX. This contradicted the information I'd been provided on XX/XX/XXXX. The representative told me that I would receive the {$4600.00} based on the remaining escrow balance once the escrow account close on XX/XX/XXXX. On XX/XX/XXXX, I called Truist to confirm escrow closed and that I would receive the remaining balance. The mortgage representative named XXXX told me that the escrow account still had not closed and was processing, and could not provided a date of when the account would close. The insurance representative told me that the rejected insurance payment was received on XX/XX/XXXX and that it could take up to XXXX business days to settle in the escrow account. The mortgage representative then told me it could take up to XXXX business to return funds after closing an escrow account. This information was inconsistent with prior calls and the letter confirming escrow would close on XX/XX/XXXX, and left me with no specific date of when I would receive the funds. I asked for a case or complaint number but was told that there was no case number. Truist representatives stated that the telephone calls were recorded. Truists repeated misinformation has made me submit unnecessary funds to my escrow account and now requires make an additional payment to my insurance provider to ensure my policy is not cancelled. I still do not know whether I will receive the funds from my escrow rejected by my insurance company and if so, when. Different representatives have given conflicting explanations about the insurance payment, the shortage amount, whether the closure was approved, and when my remaining funds will be returned.

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