Consumer complaint received 2026-04-29 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: FL

Complaint narrative:
{$25000.00} Home Equity Line of Credit with Truist Bank with a maturity date of XX/XX/XXXX had a fixed rate payment plan of $ XXXX. This amount was an XXXX deduction from my checking account from XXXX. On XX/XX/XXXX going forward, an additional varying amount of approximately {$16.00} was also automatically deducted from my checking account for another advance. XX/XX/XXXX a letter from Truist indicating the smaller loan would be maturing on XX/XX/XXXX and rate of interest would XXXX, met with Truist Senior Relationship Banker and requested to pay off and close the smaller interest only loan. Payoff amount was {$1100.00}, Check for this amount provided and receipt stated Consumer Loan/Lin, XXXX Pay XXXX & Close XXXX. Bank Representative indicated my monthly ACH payment would return to {$240.00}. XX/XX/XXXX Bank statement showed XXXX deduction of {$16.00}, the monthly amount attached to the interest only account. The {$240.00} was not deducted. Previously, my checking account and loan accounts were linked in my mobile access. The accounts were no longer linked and I could not see on line the HEL accounting. Returned to branch office. Bank staff person contacted off site departments. Bank representative was told changes in my monthly payment had to be refigured because of the {$1100.00} payment I had made. My HEL was a fixed rate so this made no sense. Also was informed the accounts could no longer be linked. XX/XX/XXXX Deduction from my checking account again showed no XXXX deduction for the fixed loan but a deduction again for {$16.00}. I went to another Truist branch. Staff person there said the correct amount was being deducted, in spite of what my bank statement showed. XX/XX/XXXX, spoke with person at Truist mobile app. She felt the problem was that the {$1100.00} payment was wrongly posted to the fixed rate loan. She thought that she was able to reverse this and post it to the correct loan. Her work was unsuccessful. XX/XX/XXXX, I went to another Truist branch, explained situation to a Senior Relationship Banker. She went into accounts, thought she had corrected the problem and was going to work on the linking issue. XX/XX/XXXX Returned to the branch because I had not heard from the previous bank staff or the team leader, a VP and her supervisor. She acknowledged nothing had been done to resolve my problem. She contacted a couple of external departments and stated that I would need to make the {$240.00} payments for XXXX and XXXX before they could correct other problems and return the wrong payments of {$16.00} and {$16.00}. I gave her a check for {$480.00}. I have XXXX receipts, each stating a {$240.00} payment on loan account number XXXX Consumer Loan/Line.The linking of the accounts for my view was still an issue. VP said she would be away but previous person would follow up. A ticket number of XXXX had been assigned to the case. There was no follow up.Week of XX/XX/XXXX, I left voice mails for both Truist staff. I did not hear from either. Voice mails again on XX/XX/XXXX, XXXX and XXXX. No response. I sent email on XXXX to Vice President I had met with previously expressing my concern about the loan, and my concern for what was another wrong deduction of {$8.00} as well a concern that I would again be delinquent on the fixed rate HEL.Voice mail from the VP stating she would call the next day. She did not. XXXX, XXXX called and had contacted loan departments but had no new information. She said other staff person would call the following day. XXXX, staff person called in the VP 's office and said both were working on the '' problem '' and would keep me posted. This did not happen. On XX/XX/XXXX, I sent email to both staff expressing disappointment that issue was not resolved and I had not heard from them. I stated I planned to make a complaint to the Consumer Agency. XX/XX/XXXX, received email from client Advocacy Office saying they were researching my " questions and concerns. '' I forwarded to them all of what is in this complaint. On XX/XX/XXXX, I received a check from Truist for {$15.00} stating for overpayment. No other explanation. In the meantime, no XXXX payments had been deducted in XXXX months for the fixed rate HEL. I am afraid to make payments at the bank because the bank does not seem to have any understanding of my accounts. On XX/XX/XXXX, I received a packet from Truist stating that I had requested assistance in paying my loan. This is untrue. I communicated my extreme concern to the Truist Client Advocate who states she feels they are close to solving the problems. After XXXX months of hearing this, I can not feel confident. This seems to have started with a simple mistake of applying my payment to the wrong account but the lack of communication or coordination within the bank departments/systems seems to have turned this into a nightmare.

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