Consumer complaint received 2024-10-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
This is the email I sent to Truist. 

I really need help. Your insurance department and your escrow department have really messed up my mortgage escrow. I have been in contact with : the insurance department, the escrow department ( they would not let me talk to a supervisor in the escrow department ) and Client Advocacy. NONE HAVE HELPED... I pay my mortgage on time and have never had this much ridiculous worry in any mortgage I have ever had. I have excellent credit and own several pieces of real estate both residential and commercial. These are letters I have gotten from the insurance department XXXX XXXX LENDER-PLACED INSURANCE CANCEL NOTICE..thank you for providing evidence of your insurance coverage. We have updated our records to show current information. 

XXXX XXXX HAZARD PRE-RENEWAL NOTICE. owe {$480.00} XXXX XXXX XXXX, LENDER-PLACED INSURANCE CANCEL NOTICE XXXX XXXX, XXXX, Lender placed insurance..owe {$420.00} XXXX XXXX, XXXX Owner insurance warning notice owe {$470.00} XXXX XXXX LENDER-PLACED INSURANCE CANCEL NOTICE XXXX.. XXXX, XXXX lapse of coverage from XXXX owe {$580.00} XXXX XXXX, XXXX The coverage we purchased on your behalf has been cancelled effective XX/XX/XXXX XXXX XXXX owner 's insurance warning notice. pay {$610.00} XXXX XXXX, XXXX FLOOD INSURANCE DEFICIENCY NOTICE OWE {$560.00} XXXX XXXX Owner insurance warning notice owe {$610.00} XXXX XXXX, XXXX Thank you for providing evidence of condo unit owner 's insurance coverage.The coverage we purchased on your behalf has been cancelled effective XX/XX/XXXX XXXX XXXX, XXXX LAPSE OF COVERAGE FROM XXXX OWE {$240.00} XXXX XXXX, XXXX Thank you for providing evidence of condo unit owner 's insurance coverage..The coverage we purchased on your behalf has been cancelled effective XX/XX/XXXX. 

XXXX XXXX, XXXX Unit owner insurance warning notice owes {$610.00} XX/XX/XXXX Our records still show that there was a lapse in coverage from XXXX owe {$550.00}. 

XX/XX/XXXX Lender-Placed cancel Notice XXXX XXXX, XXXX I have gotten a letter from Client Advocacy.

..

This is a horrible way to run the insurance department. Truist called me on XX/XX/XXXX and said my escrow was short by {$360.00}, so I gave them that amount out of my XXXX XXXX XXXX XXXX account. I have a copy of that. Then.in XXXX, Truist sent me a check in for {$430.00}. They have just sent me another check on XXXX XXXX, XXXX for XXXX {$360.00}. I am afraid to cash it and have not cashed it. I was having a horrible time getting onto the Truist site on the internet. I would put in all my information and they would say it was the wrong information when it wasn't. So.in XXXX, I went to our local Truist, since I was getting all these letters, and had provided the insurance asked for, and they sent me a link to get onto the site. That is when I learned that the mortgage has been showing a negative balance since XXXX XXXX XXXX. ( however the negative sign is so small and at the end of the number it is hard to see ). Why were they sending money back to me? I went back and I don't see anywhere in the escrow records that I gave them XXXX, What will I owe them next? Our mortgage payment because of escrow shortage was {$690.00} in XX/XX/XXXX and went up to {$1000.00} in XXXX, XXXX and continued until XXXX XXXX.when it went to {$860.00} I realize the real estate taxes went up double to {$1600.00} which i needed to pay., but the insurance has been ridiculous. I have been requesting a complete review of my escrow fund, but with a negative balance. Why were they sending me money?

I got a 2 page letter from Tuist from XXXX XXXX on XX/XX/XXXX. He was very nice and the letter stated the mistakes that they made with dates. It stated that I would be getting another letter about the XXXX insurance for XXXX. I will not buy any more insurance for coverage in XXXX. The insurance department 's incompetence resulted in all of this .. not mine. Then the letter stated that the escrow balance is NEGATIVE {$1400.00} AND THEN ADDED ( AND THE UNAPPLIED " SUSPENSE '' ACCOUNT BALANCE IS XXXX ). I have no idea what is a " suspense '' account balance is. On the web sit for XX/XX/XXXX it states I have a positive balance of {$980.00}. What is going on? 



I just received my mortgage Annual escrow account disclosure statement on XXXX XXXX... WITH A CHECK FOR XXXX XXXXXXXX..I am afraid to cash it ... I WANT A FULL REVIEW OF MY ESCROW ACCOUNT..I want someone from Corporation headquarters to look into this. I have a 2 inch folder with all the documents in case you need any. ESCROW ACCOUNT SHOULD BE PROTECTED ... This looks like Fraud ... .it is complete horrible situation.

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