Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
I have had my mortgage with truist for about two years. I have always had direct deposit set up and havent had any issues with that, to my knowledge each payment has been made and taken out of my account on time until XX/XX/year>. A personal financial issue occurred that resulted in me not having the funds to pay until 2 days after the direct deposit usually drew from my account. Immediately after I had the correct funds I logged into my truist account to make sure the payment was made. I must have read the information wrong and thought the amount was paid when it wasnt. My fault. I didnt catch that my XXXX mortgage payment for XXXX wasnt paid until either late XXXX or early XXXX. I then tried to pay for both XXXX and XXXX online fully expecting to have to pay late fee for XXXX. At this point I noticed they had put a hold on my account that wouldnt let me pay electronically and stated I had to make a payment over the phone. I called to make the payment, was told everything went through, was given a confirmation number and when I asked if that will resolve my issue with the online payment issue I was told it will resolve it once the payment processes in a couple of days. I waited a week and watched my account and nothing was taken out so I called again and asked what the issue was, they werent sure and tried again. It didnt work again so I called the next week and got the same, no one knows why it isnt working so I went to my bank and they said they had no issues on our end. I had more than enough to cover the payments for both months each time I attempted and my bank said there were no attempts made to withdraw them from truist. I paid for XXXX and XXXX with a check in person at a truist branch, I was told by then I should have access to the app after that payment processes. At this point Im already frustrated with the amount of attempts Ive had to make for them to finally take my money but am relieved hoping this would resolve the issue. I then waited a week and tried to make my XXXX payment on the app and noticed I am still logged out. So again, I have to call and see what the issue is. I am told there were too many attempts to process the payment without success and am now not allowed to make any kind of electronic or over the phone payments and have to come in person to the branch with a check each month for 6 months. The unprocessed payments were NO fault of mine, nor a result of me not having the funds or trying to complete payments. It isnt right that I should be dealing with this simply because I have tried to pay them multiple times and they wouldnt take them. I travel every week for work and am only home some weekends, there are not many easily accessible truists in every state, this will make it very difficult to complete these in person payments that they now are requiring of me. I explained this to the truist team over the phone twice pleading that they remove the hold and they refused

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