Mortgage -- Trouble during payment process -- Complaint #4513890
Complaint Overview
Complaint ID: 4513890
Company: Truist Financial Corporation
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: District of Columbia
ZIP Code: 20001
Date Received: 2021-07-03T12:00:00-05:00
Date Sent to Company: 2021-07-04T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Suntrust bought my mortgage from another lender earlier this year. I set up online, automatic mortgage payments, but Suntrust failed to process my last payment and notified me via postal mail that my payment was late. This mail arrived after they charged me a late fee. I submitted a complaint with Suntrust and am submitting a complaint here. Prior to this incident, I had called Suntrust several times to resolve problems with their poorly designed online payment system, which had previously prevented me from submitting automatic payments. During those prior months, I paid my mortgage via their phone system. Further, Suntrust claims they did not have my email on record despite having submitted this information to them. Suntrust also claims they did not process an automatic payment because a checking account number had additional numbers appended to it. This doesn't make any sense. Suntrust has successfully processed payments from this same checking account before. Finally, Suntrust indicated that their internal complaint process does not result in any responses to customers.
Frequently Asked Questions
What is Complaint #4513890 about?
Complaint #4513890 was filed against Truist Financial Corporation regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-07-03T12:00:00-05:00.
How did Truist Financial Corporation respond to this complaint?
The company responded with: "Closed with monetary relief". 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.