Mortgage -- Trouble during payment process -- Complaint #4408590
Complaint Overview
Complaint ID: 4408590
Company: Truist Financial Corporation
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Florida
ZIP Code: 33569
Date Received: 2021-05-26T12:00:00-05:00
Date Sent to Company: 2021-05-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I refinanced my mortgage with another company and my Suntrust XXXX now Truist ) mortgage was paid in full on XX/XX/XXXX. I was told a check for {$6500.00} would be mailed to me for the overage in my escrow account. I called Suntrust to verify the amount and they told me the check was mailed on XX/XX/XXXX. I called on or around XX/XX/XXXX to see why I hadnt received the check yet. Suntrust said the mail was slow but if I didnt receive it by XX/XX/XXXX I could request a stop payment and have the check reissued. I called again on about XX/XX/XXXX and told them I still hadnt received. Again I was told the mail was slow and nothing could be done until XX/XX/XXXX. I called on XX/XX/XXXX and said I still didnt have the check. Suntrust said they would stop the payment and reissue. On XX/XX/XXXX I received a check and cashed it. Today XX/XX/XXXX my bank charged me for a returned check fee because that check didnt clear. I called Suntrust on XX/XX/XXXX to ask why the check didnt clear and was told that the check I cashed was the original check mailed 38 days prior on XX/XX/XXXX and that Suntrust had identified an issue in XXXX where statements and checks did not print like they were supposed to. That issue caused statements and checks to be delayed in getting sent out. I asked the rep why in all the calls I had placed had no one told me this was an issue so I could have expected the check to arrive late, not requested a stop payment, and not thought the check received on XX/XX/XXXX was the replacement check. This has now cost me money with my bank and hours on the phone. Where was the communication and transparency from Suntrust that the check was late because of an identified issue on their end. It is XX/XX/XXXX and I still do not have my money.
Frequently Asked Questions
What is Complaint #4408590 about?
Complaint #4408590 was filed against Truist Financial Corporation regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-05-26T12:00:00-05:00.
How did Truist Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Truist Financial Corporation?
Yes, visit the Truist Financial Corporation company profile at readthecomplaint.com/company/truist-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.