Consumer complaint received 2025-12-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: TRUIST FINANCIAL CORPORATION
State: NY

Complaint narrative:
I am filing a new formal complaint against Truist Bank to document a pattern of deceptive practices, unfulfilled promises, and deliberate obstruction regarding my existing dispute ( Case # XXXX ). 

Background : On XX/XX/year>, I submitted a Formal Notice of Error and Qualified Written Request ( QWR ) to Truist Bank regarding missing funds and unauthorized disbursements totaling {$16000.00} from my escrow account ( copy attached here for reference too ) Missing funds : {$6700.00} ( allegedly paid to XXXX Department of Finance but never received by the tax authority ) Unauthorized water/sewer payments : {$9700.00} Pattern of Deceptive Conduct : Rather than addressing this documented financial dispute in writing, Truist Bank has engaged in a pattern of repeated verbal promises without follow-through. Since XX/XX/year>, the tax department manager has called me four separate times with false assurances : Phone Call # XXXX ( XX/XX/year> ) Promise Made : Status of funds and response would be sent to my email address. 

Action Taken : None. Nothing was sent.

Phone Call # XXXX ( XX/XX/year> ) Promise Made : Instructions and status would be sent to my email address.

Action Taken : None. Nothing was sent. 

Phone Call # XXXX ( XX/XX/year> ) Promise Made : Response and status would be sent to my email address.

Action Taken : None. Nothing was sent. 

Phone Call # XXXX ( XX/XX/year>XXXX XXXX XXXX  ) Promise Made : Instructions regarding the status of my funds were being sent to my email address. 

Action Taken : None. Nothing has been sent as of this writing.

Additional Misconduct : When I confronted the manager about the repeated pattern of broken promises and lack of accountabilitynoting that he has called me almost weekly with lies about email correspondence while I repeatedly asked to remain on the line until the email arrivedthe tax department manager abruptly terminated the call in a rude and disrespectful manner rather than address my concerns. 

Why This Constitutes Deceptive Practice : Repeated False Statements : The same manager made four explicit statements across 12 days that communications would be sent when none were. This is either deliberate deception or evidence of complete operational failureneither is acceptable.

Intentional Pattern : The repetition demonstrates this is not an isolated mistake but a deliberate tactic. The manager called me almost weekly with the same lie, fully aware that I had asked to wait on the line until the email arrived and that nothing had been received previously. 

Avoidance of Accountability : When I directly confronted the manager about this pattern and demanded accountability, he terminated the call rather than provide an explanation or resolution. This indicates awareness of wrongdoing.

Obstruction of Resolution : Rather than providing the required written documentation, escrow ledger, and refund as demanded in my formal notice, Truist Bank is using repetitive phone calls to create the false appearance of action while avoiding accountability. 

Violation of RESPA : My QWR demands a written response within specific timeframes. Truist 's response of unsubstantiated verbal promises violates this requirement.

Consumer Harm : This pattern forces me to continue waiting for resolution on a {$16000.00} financial dispute involving funds debited from my account without proper authorization or accounting. The repeated false promises waste my time and cause ongoing frustration.

What I Am Requesting : I request that the CFPB : Investigate Truist Bank 's pattern of making verbal promises without written follow-up regarding resolution of customer disputes. 

Examine the deliberate nature of the deceptionspecifically, why the same manager called four times in 12 days with the identical false promise despite knowing previous promises were unfulfilled.

Determine the status of the {$16000.00} in disputed funds and whether Truist intentionally concealed the missing payment or unauthorized disbursements.

Enforce compliance with RESPA requirements for written responses to Qualified Written Requests.

Demand corrective action including : ( a ) full refund of {$16000.00}, ( b ) complete escrow ledger with documentation, ( c ) written explanation of the missing payment and unauthorized charges, and ( d ) written apology for deceptive practices and disrespectful conduct. 

Consider penalties for deceptive practices, RESPA violations, and consumer harm. 

Timeline : XX/XX/year> : Formal Notice of Error submitted XX/XX/year> : First phone call with broken promise XX/XX/year> : Second phone call with broken promise XX/XX/year> : Third phone call with broken promise XX/XX/year> : Fourth phone call with broken promise and disrespectful termination of call when confronted XX/XX/year> : This complaint filed This is not a miscommunication issue or operational oversight. This is a pattern of deceptive conduct designed to obstruct resolution of a legitimate financial dispute. The repeated nature and the manager 's response when confronted demonstrate awareness and intentionality. 

Respectfully submitted, XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX, NY XXXX Reference Case : # XXXX

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