Consumer complaint received 2022-02-06 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
1. On XX/XX/XXXX, I sent a request to BB & T, via XXXX, because they were reporting my account as delinquent. I had been making my regular payment each and every month, even though I had not been receiving monthly statements. 
2. On XX/XX/XXXX, BB & T replied to my letter and stated that they had made an error and were sending the corrected information to the credit bureaus. 
3. For the 12 months of XXXX and the first 5 months of XXXX, I never received a bank statement or correspondence from BB & T regarding my account. 
4. XX/XX/XXXX, I receive a bank statement showing my past due payment in the amount of {$3900.00}, with no prior notice or bank statement to explain the increase. I try to access my account online, and there is no account listed. I send an online inquiry regarding the account. 
5. No bank statement for XXXX, XXXX. 
6. XX/XX/XXXX, I receive a response to my inquiry, which is littered with false statements and incorrect dates. Never included the documents that I requested such as bank statements for the prior three years ( XXXX XXXX ) or the evidence showing that my payment was supposed to increase or the notification that it was going to increase. 
7. XX/XX/XXXX, receive a bank statement for XXXX, XXXX, still showing past due payments in the increased amount. 
8. On XX/XX/XXXX, I send an email to BB & T Complaint Group requesting copies of bank statements and copies of the alleged documentation they claim states my payment was to increase. ( To date they have still not been produced ) 9. On XX/XX/XXXX, I send the same letter, via XXXX, to BB & T. 
10. On XX/XX/XXXX, I receive a response to my XX/XX/XXXX email. It falsely states that my account is still open and active online. It falsely states that I have opted for online statements, wherein I always elect for paper statements. States that the dates given in the XX/XX/XXXX letter were incorrect, yet still does not provide a copy of the agreement. 
11. On XX/XX/XXXX, via XXXX, I send a letter to BB & T stating the same requests and items that need to be corrected along with my suggestions of how the account could be rectified, if someone would look at the copies that I had sent.

12. After 4 months of waiting for a response, I receive a letter XX/XX/XXXX that states the same thing as always. They offer no redemption EXCEPT to pay the {$8200.00} that is behind, even though they still haven't shown any proof. To date, I still have not received copies of any requests that I have made and they have ignored my resolutions to correct same. 
13. On XX/XX/XXXX I sent letter to BB & T, Trust Headquarters and CFPB for assistance as I have come to the end of my rope with requesting the information that proves my payment should increase, having derogatory information being sent to the credit bureaus and people ignoring my attempt to correct this account. 
14. on XX/XX/XXXX, I receive the latest letter from BB & T, which again includes false statements and now threatening foreclosure on this account. I was never in foreclosure in XXXX, not in foreclosure now, nor notified of any active/upcoming foreclosure. 
14. Payment history will show payments have been made each and every month in the amount that I know to be the correct amount, until proof is otherwise shown to me that the payment should increase. For the past several months, BB & T has cashed my check but not applied the amount to my account.

15. All I ask is for the documentation to be presented to me showing that my payment should increase, find a reasonable solution to correct the account and correct my credit report to show that I have not missed a payment for the last two years.

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