Consumer complaint received 2022-08-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Where to begin! I have two problems with Truist, formally known as SunTrust.

It all started when Truist was still SunTrust. I had been paying a mortage for 2 years out of my SunTrust account. However, the Mortage company began to state that none of the payments had been made. This began in XX/XX/XXXX, there weren't any problems until XXXX of XXXX arrived. The Mortage company began to claim they never received any of the payments sent.

However, the checks had been cashed and showed as cashed in my previous bank statements.

I contacted SunTrust, and asked them to please send me all previous statements so that I could send the copies to the Mortage company verifying canceled checks, before they started the foreclosure process. Days turned into weeks, weeks turned into months and so on. I continued to get the run around, calling them weekly and being promised that my documents would be sent to me within a week.

After a year and a half of not getting a response, and the mortage company claiming that no payments had been made since XXXX, they finally started the foreclosure process. I informed Truist, as they had since then taken over SunTrust, and was once again promised that my documents would be sent. I told them the nature of the severity, and that the home was in jeopardy of being foreclosed on. They were well aware of my stand on things, and they were also aware that I have been trying to get this information for over a year now. I was told by Truist that since they took over, they were still trying to sort through things, but they would be diligent on getting what I needed. 

During all of this, there was a company in XXXX that had taken over {$1300.00}. from my account, without my permission. This happened in XXXX of XXXX. I immediately contacted them and informed them of the fraudulent activities on the account. I was told an investigation would be conducted, and that the money would be returned within 30-60 days upon review. The bank then closed out my account, without my knowledge, and never returned any of my money to me. The company that took the money has been known to steal and commit fraud, as I did a quick google search regarding them. Continued calls to Truist and they refuse to provide any updates. 

Sadly, Truist never followed through, and the home was foreclosed on, and purchased by another party in XX/XX/XXXX. To this date, I still have not received any of my records from Truist, even though I have continued to contact them over this matter. I can not rectify, or file suit against the Mortage company, who did receive the payments, because Truist will not supply me with the proof. Also, I never received my {$1300.00} from the fraudulent withdraw. I would NEVER recommend this company to anyone.

Desired outcome : I want the bank to be penalized. I would like to finally obtain ALL of my past records from SunTrust/ and/ Truist. And, finally I want my stolen money of {$1300.00}. returned to me.

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