Date Received: 2023-08-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited XXXX in my checking account when it still had a positive balance. Bank told me they were holding my money for 7 business days becuase an overdrew my account a few times. 7 business days is too long since it involves a weekend and then 3 more days bringing zero acces to my account for 10 days which is 3 days longer than federal law. Also, since they had my checks on hold for so long, my account was overdrawn again since they were holding my money for so long. In another opinion, the excuse for holding my money was because of overdrafting. Since Im charged a fee for the each time that happened, they were paid each time with zero issues. This holding my money is totally unfair and is an excuse for the banks to hold my money so they can use it for 10 days. I called and complained and got brushed off with I have to speak to my manager and call you back which means we most likely will not call because thats how people are. I want my money and the bank to be told to never hold my funds ever again. Totally unfair, makes me late paying my bills or running my business. I want something done ASAP. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We had our business account previously with SunTrust Bank, then Truist took over. We have had the XXXX experience with this bank, with any bank for that matter. We have never had any issues with SunTrust. Our account has had fraudulent activity on it where someone has taken money twice since Truist took over. On XX/XX/2023, we received a call from someone stating they were a Truist employee, calling from a Truist phone number. They gave us information regarding fraud on our account, she knew old card numbers and asked questions for claim. I do believe this was a Truist employee because she knew information regarding our account. I started receiving notifications for wire transfer enrollment and I immediately contacted Truist. Before we knew it, this female had taken over our business account. She enrolled in wire transfer and transferred {$9200.00} out of our business account ; all in a matter of seconds. They made another attempt to take {$4500.00} but Truist blocked it. WHY didnt security measures and out of the ordinary account transactions trigger the intelligence/fraud department to catch both transactions? We have NEVER had wire access with SunTrust and nor did we with Truist. Why was it that easy? We called the customer service number right away and was told to go into the branch to close account and open a new one, an investigation was opened. We have been calling since to get information and to find out when we will get some type of provisional credit as the lady at the bank told us. We are a business, and we have business expenses and payroll that were responsible for paying. We are being treated like we are the fraudsters by customer representatives at Truist as if we did something wrong. No one will answer our question as to when we will know something. Whats this claim investigation process? Where is Truist in this investigation? The representative told one of our employees that we may not get our money back. We are supposed to be protected by the bank from things like this. I have never been treated like this by a bank we support. Truist cares nothing about their customers, were only numbers. We are being told they cant tell us anything about our account and claim. I asked if they dont get funds or whatever they are looking for in the investigation, what happens? No one will answer. I have requested the manager and/or someone of authority reach out to me and no one has done so. You all have the bank account information and the bank the funds went to, so why are we being penalized? This is our hard-earned money. Your analysis cant tell us anything, but we need our money pronto. I dont understand how a bank can treat a loyal customer this way. Your Representative told us to call XXXX XXXX XXXX when they know the bank is not going to discuss someone elses account with us even if the money was taken from us and we have the account number your representative gave us to contact them. Truist has been giving us the run around since day one of us contacting your bank to report this matter. WE WILL FILE A LAWSUIT AGAINST TRUIST IF THIS MATTER IS NOT RECTIFIED, THIS WILL BE AT TRUIST EXPENSE SINCE THEY REFUSE TO COOPERATE WITH US REGARD FUNDS TRANSFERRED FRADULANTLY OUT OF OUR BUSINESS ACCOUNT. Contact information below : Business phone : XXXX XXXX XXXX XXXX : XXXX XXXX XXXX cell : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I made 2 deposits ; 1 cash deposits XXXX, and a cashier check deposit XXXX with Truist. My account was closed for making those deposits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27260
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: XXXX XXXX with XXXXXXXX XXXX deposited a {$850.00}, which I was under the understanding this was a loan if {$800.00} with a finance charge of {$58.00}, so with me applying for a loan and in need of funds, I withdrew {$500.00} from my Truist Checking account! XXXX XXXX returned the {$850.00} check from my Truist Checking account, with no explanation to me, thus putting my Truist Checking account in the negative of - {$550.00}. Centralized Fraud Operations Truist Enterprise Fraud Management sent me correspondence on XXXX stating the check that was deposited in my account on XXXX was returned due to the check being Altered/Fictitious Item. Why would Truist Bank allow this to happen to one of their customers? ( Case No : XXXX ) I would expect either a refund in the amount of {$850.00} from Truist Bank for allowing this to happen to a customer, or XXXX XXXX for depositing an Altered/ Fictitious Item in my Truist Checking account! Thank you very respectfully, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42003
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have been working with XXXX XXXX, the branch manager, at my local Truist bank branch that I have been charged an additional interest payment that I did not owe. It is an equity line. It originated in XXXX. I have been to the branch multiple times to have this corrected. They keep redirecting payments. Which is their solution to the problem not my request and payments go to principal instead of interest etc... I get notices in the mail that I have not paid. I get phone calls that I have not paid. I have made an interest payment every month and paid {$1000.00} to principal. I just got off the phone again after explaining again only to reach another dead end. This was 38 minute long phone call. I ask for phone numbers of people in charge of XXXX, who has been unable to correct this from XXXX to the current date and I am told they can not give me this information. I have been told this at the branch, online and from the bill collectors. I have the payment coupons for each month and checks from my bank and my bank statements to show that I have been making payments. I have made all of the payments at the branch office and they have applied them to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28655
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-19
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: During the merger of Suntrust and BB & T errors occurred that did not allow the processing of autopay. There were periods when there was no access to the account at all and it took many months to resolve the glitches. These glitches resulted in payments being posted for my creditors late on two separate and consecutive occassions. I would like an acknowledgement of the issues that occurred so that I can have documentation to submit with my dispute. These late payments have caused several credit issues upon applying for business loans and I do not have a way of proving the problems that occurred. The did a great job at damage control but keping a lid on the problems made it difficult to address the issues i encountered and dispute the payment issues with the credit bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am following up with CFPB Complaint Case XXXX. I complained that a teller at the XXXX bank provided me false information to delay my dispute submission which took me outside of the 60 day liability window within Regulation E. Truist did not address this item in their response at all and it leads me to believe they find this to be an acceptable practice which ultimately harms consumers such as myself. I received the response letter that states " the documentation that was requested from Centralized Fraud Claims did not provide specific detailed information such as a receipt or confirmation email from the merchant to move forward with your case. '' Why is my dispute of merchandise not received impacted by the " centralized fraud claims '' team? I don't even know who this group is and how is it my fault that they didn't provide the receipt? That doesn't even make sense. It is the banks responsibility to disprove my claim. Please engage your legal department to ensure you have a proper interpretation of Regulation E as I find this case to be a violation of law. The subsequent letter they sent says that my dispute was denied because the transaction was authorized. Of course it was authorized. I never said it wasn't ... My dispute is that I didn't receive the merchandise. Please review my dispute as submitted and provide a lawful outcome that doesn't violate 1005.11 and the various requirements in that regulation. You have the claim categorized incorrectly and the fraud team is reviewing a dispute that wasn't submitted as fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had a bank account at Suntrust, now Truist Bank, which was closed and the funds frozen, where at the time the account was frozen it had a balance of at least {$79000.00}. Said account was closed by unilateral decision of the Bank on XX/XX/XXXX and I was notified by communication of that date indicating that the Fraud Department in a standard review determined that it was necessary to close the account, they do not indicate the cause, reason or circumstance for your decision to close the account. At the time of closing the account, the balance was {$79000.00}, an amount that after more than 23 months has not been delivered or returned. I have had several discussions with your Fraud and Customer Service Departments, in an attempt to access the funds, all of which were unsuccessful. With the little information that they have provided me, I can not find a legal basis that allows the Bank to freeze the funds improperly and indefinitely without even giving a formal explanation. I have consulted with an Attorney who has told me that withholding and not accessing funds may constitute civil theft, misappropriation, unjust enrichment and unfair trade practices, and violations of other state and federal laws. The Truist Bank has not given a response, they only sent me a letter that I received on XX/XX/XXXX, saying that they had not been able to contact me and they gave a phone number for me to call. Yesterday, XX/XX/XXXX, I called Truist Bank and they asked me to go to a Branch to personally identify myself and from there they would call the Claims Department. This isn't the first time I've been asked to do this. I have already gone to a Branch to identify myself, they call the Claims Department and they have not given an answer to the problem, that is, they do not return the money or tell me why they withhold it improperly. I filed a previous complaint with CFPB and the complaint was closed only because Truist Bank said they had responded to me, which is not true. What I don't understand is why the CFPB closes this claim, when Truist Bank has not responded to the complaint presented here. Truist Bank is not telling the truth when notifying the CFPB that it has already responded to my claim. Truist Bank has not given an answer, that is, it does not agree to return the money nor does it tell me why it has been improperly withheld so that I can take any legal action that allows me to recover my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33145
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This is my complaint to TRUIST BANK for taking no action on correcting and removing the fraudulent account that is still reflected on my credit report and continue to damage my reputation. I sent out several dispute letters but until this time no further action has been taken. I have attached my FTC report with report number XXXX. I was expecting that they will be reporting accurate information on my file but it seems they are not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2023, I had a tech from XXXX XXXX XXXX come to my home to provide regular maintenance on XXXX of my XXXX ACs. He said that because it was so old they could not properly service it and began trying to sell me a new unit. Its for an area of a XXXX level house under renovation, so we didnt need it, and as long as the unit still worked, we were fine and would just wait until we were ready for the renovations which would not occur for at least a year. He made the deal sound really good but because I know nothing about where it needed to be moved and electrical stuff, my husband came home from work, and XXXX then proceeded to sell us both on a unit, with these requirements specified by us : XXXX XXXX XXXX XXXX Larger capacity AC than what we had in order to provide for the future remodel, which is the entirety of our basement. The old XXXX was XXXX seer and is still sitting outside of our house. A permit had to be filed so I could use it on my taxes and the rebate of 30 %. I needed the XXXX future rework promise in writing. I wanted the plans for where the new unit would be moved as it was complicated and required extensive wiring and changed locations. I wanted upfront pricing of any extra costs associated to be specified before signing the final sales contract. I wanted the 10 % discount promised with the Maintenance Program I had signed up with XXXX XXXX, which is why they were at my home in the first place. The deal XXXX XXXX presented seemed great, we told him it was contingent on financing, because we didnt actually need a new AC yet, and were not going to pay out of pocket for XXXX a year early. He told us he would need to pull our credit for specifics. I asked what bank. He said XXXX. I laughed because I just got a card from them and told my husband to do the pre approval so I wouldnt get confused with XXXX cards in the same name. XXXX XXXX asked us questions and filled out the information on his XXXX with us both present. My husband signed once via e-sign from XXXX XXXX. XXXX XXXX then went to his car to talk to his manager about the deal and came back and told my husband that he was denied. I had walked upstairs at this point assuming no issues. My husband later called/texted me and said they denied him. He has amazing credit, so I noted that something was very wrong and offered to do the credit myself, while I tried to figure out why my husband with near perfect credit was denied. XXXX XXXX then went to his car and came back and said the social security number he entered was wrong. We were suddenly approved for everything. We told him it was no rush and asked that he have those details to us by the following week. XXXX XXXX is just an HVAC tech, so this was understandable it would take time to develop the plans required and that a salesman was still needed for the contract and notary as listed on the estimate I signed. We were told it was only a credit application and was needed to confirm rates and terms and before they could proceed with the plans. No loan agreement was ever signed. No sales contract was ever signed. We received a Notice of Adverse Action in the mail around XX/XX/2023, I immediately called the number on the form and was told that it was XXXX XXXX XXXX. They did not have any record of me or my husband. My husband received a call from someone later in the day and was told a loan had been made. We immediately denied this. No one has ever signed loan documents or agreed to even a sales contract and I have gotten nowhere with XXXX XXXX XXXX or this bank that has a fraudulent loan pending. No copies of the estimate or the pre-approval was ever provided to us. The estimate presented to me did not have the discount, nor details of the specific XXXX unit, nor the specifics of the move and wiring required, but included a price of {$12000.00} with a notary fee of {$50.00}. XXXX XXXX told me that he could not adjust it, but it would proper in the contract that we would sign at a later date when they made the plans. I e-signed on an XXXX presented by XXXX XXXX once. He told me he would have to get with his team because it was beyond his scope. He was just a XXXX XXXX called to our home for regular maintenance. After receiving the attached letter in the mail on or around XX/XX/2023, I called the number on the front of the form and was notified that a loan application had been made in my husbands name. I called XXXX XXXX and had my husband call the number again that night which was when we learned there was a pending loan application on file for {$14000.00}, nearly {$2000.00} more than agreed upon in the estimate I e-signed for on XX/XX/2023, with a bunch of incorrect information including income and mortgage payment, never completed or authorized by my husband, and using our house as collateral, dated XX/XX/2023. Our house is in a trust and I am part owner. I did not and do not authorize any transaction using it as collateral now or ever. The entire application was falsified and is listed as # XXXX with complaint # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32708
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A