Consumer complaint received 2026-07-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
Complaint against : Truist Bank ( formerly SunTrust Bank ), Mortgage Servicing Subject : Refusal to correct inaccurate late payment reporting stemming from Truist 's failure to properly reinstate automatic payments following forbearance I am writing regarding mortgage account ending in XXXX, originated with SunTrust Bank ( now serviced by Truist Bank ) on XX/XX/XXXX. This account had an unbroken record of on-time payments from origination through the events described below. Background : My account was placed into forbearance due to a temporary income disruption during the recent federal government shutdown, as a federal employee affected by the lapse in appropriations. When the forbearance period ended, my automatic payment authorization was not properly reinstated by Truist, and I was also unable to make payments through Truist 's online banking platform due to a system-side block on the account. In XX/XX/XXXX, I discovered this issue and was assessed a late charge ( {$51.00}, XX/XX/XXXX ), which Truist waived the following day ( XX/XX/XXXX ) after I raised the autopay/access problem. At that time, I received verbal confirmation from a Truist representative that my account was in good standing and that automatic payments had been properly re-established. This confirmation was inaccurate. Automatic payments were not, in fact, functioning correctly, and I subsequently incurred additional late charges in XX/XX/XXXX ( XX/XX/XXXX ) and XX/XX/XXXX ( XX/XX/XXXX ) the same underlying autopay failure recurring after I had been told it was resolved. I did not discover this second lapse until XX/XX/XXXX, at which point I immediately made a full catch-up payment covering all outstanding amounts ( payments totaling {$4200.00} and {$1300.00} processed XXXX, per attached account activity statement ). Upon explaining the situation, a Truist representative verbally stated that these fees would be waived and the issue resolved. Reviewing my account activity statement, I am unable to locate a waiver corresponding to one of the two charges, and would ask Truist to confirm its status as part of this complaint. Appeal history : I was directed by Truist customer support to submit a written appeal to Truist 's Credit Dispute Department requesting removal of the resulting 30-day-late notation. I submitted this appeal by mail ( handwritten, no copy retained ) on XX/XX/XXXX. Truist denied the appeal in a letter dated XX/XX/XXXX ( attached ). Despite Truist 's acknowledgment through a fee waiver and a verbal commitment to resolve the matter that these charges stemmed from a failure on their end regarding autopay reinstatement after forbearance, and despite my written appeal describing this history in detail, Truist has declined to remove the associated 30-day-late notation from my credit file. Impact : As a direct consequence of this notation, I was recently denied a credit card application. The adverse action notice cited " number of accounts with delinquency '' and " time since delinquency is too recent '' among the contributing factors both of which trace directly to the single 30-day-late mark described above, which itself stems from Truist 's servicing failure rather than any broader pattern of credit risk on my part. I am requesting that Truist : Remove the XX/XX/XXXX 30-day-late mark from my credit file. Truist 's own transaction records show this is not an isolated borrower error but the second occurrence of the same system/servicing failure ( autopay not reinstated after forbearance ), a failure Truist itself acknowledged by waiving an associated fee and verbally committing to resolve the matter. Confirm whether the late charge assessed XX/XX/XXXX or XX/XX/XXXX ( whichever was not waived on XX/XX/XXXX ) remains outstanding, and if so, waive it consistent with the treatment of its counterpart, given both stem from the same underlying cause. Provide a substantive explanation, beyond a form denial, of why credit reporting was not corrected consistent with the fee waiver already granted for the same underlying cause. Attached : XXXX credit report excerpt showing full payment history on this account ( never late from XX/XX/XXXX through XX/XX/XXXX ; single delinquency notation in XX/XX/XXXX ) Truist mortgage transaction detail statement ( XXXX ) showing both fee assessments and the one confirmed waiver Truist 's written denial letter, dated XX/XX/XXXX Credit card adverse action notice citing this delinquency as a contributing factor

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