Date Received: 2023-08-08
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Today, XX/XX/2023, XXXX XXXX attempted to charge my credit card with Truist Bank {$4700.00} for an upcoming apartment rental in XXXX. Truist locked my card and tagged the transaction as fraud, which it was not. Resolving this matter consumed XXXX XXXX hours of my time. A fraud representative assisted me, said the block was removed and that XXXX XXXX could process the charge. Each time, and this happened repeatedly, the transaction was declined. I also offered my debit card for the transaction -- again, declined. The problem appears to be Truist 's puts the bank first instead of the client to avoid fraud. So be it. But the numerous attempts required to clear the transaction were unacceptable. I have banked with the numerous iterations of this bank for XXXX years. I will no longer do so. I have no confidence that my credit card will not be blocked when I am in XXXX from XXXX XXXX. I have been assured it will not but there is no guarantee. Truist site states that no longer is a travel update required to use the card. That is not true. I had my card blocked in XXXX when I was in XXXX Texas. Your agency should look into the number of complaints against Truist. There are many. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am reaching out to discuss a matter of significant concern that has impacted my ability to meet my financial obligations. As you are well aware, the world has faced an unprecedented challenge with the COVID-19 pandemic. Like many others, my family and I have been directly affected by the health, economic, and social consequences brought on by this crisis. Due to the COVID-19 pandemic, my household has experienced job loss, reduction in income, and increased medical expenses, which have resulted in financial strain. Despite my best efforts to maintain a steady payment history, I regret to inform you that I fell behind on my mortgage payments for the past few months. The circumstances were beyond my control, and I sincerely apologize for any inconvenience this has caused to your institution. My request is to consider making a one-time goodwill adjustment to my account. XXXX Account number : XXXX This could include waiving any associated late fees, reevaluating my payment schedule, or offering a temporary reduction in interest rates. I assure you that I will make every effort to honor any modified agreement promptly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : I am writing to dispute two incorrect mortgage lates that Truist Bank has placed on my account. I am a real estate professional and earn my living from purchasing properties, renting them out, and/or selling them. I currently own 15 properties and have 5 active mortgages with Truist. I paid off another loan with Truist two years. Additionally, I have other mortgages with other lenders which I have never had a late payment on. My livelihood is contingent on my having good credit in order to finance the properties I purchase. The mortgage lates I am disputing is with Truist. I am happy to provide the loan number upon request. This loan was opened in XX/XX/XXXX. All my required mortgage payments are on auto draft with Truist. The monthly required payment on this loan is {$1200.00}. Each month I pay a total of {$1600.00} and I pay my taxes and insurance separately on my own as they are not escrowed. I have provided my initial loan documents from the closing showing Escrows had been waived and were not required as part of the monthly payment. This is an important point that I do not escrow my taxes and insurance. In late XXXX I received a letter from Truist saying my mortgage payment for XXXX was late and had not been received in full. I went into my account online to see if the funds had been taken and they had in fact been taken and paid to Truist. I called up a customer service member from Truist on XX/XX/XXXX to better understand what the discrepancy was. I was informed that there was an error on their part and that the funds had been received to pay the mortgage in full and that no further action was needed by me. I received another letter from Truist in early XXXX stating they hadnt received XXXX full payment. Again, I called the Truist customer service and again they confirmed that the XXXX payment had been received and no further action was necessary. On XX/XX/XXXX, I opened another Truist letter that stated XXXX payment hadnt been received in full. Again, I called Truist customer service to inquire about this discrepancy. I was informed that Truist applied part of the funds received in XXXX and in XXXX towards taxes and insurance. This was a clear mistake as I DO NOT escrow my taxes or insurance. This left a shortage in the payments applied towards the required Principal balance of the loan causing the required payment to not be paid in full. The issue here is they incorrectly applied my payments to a taxes and insurance payment that I dont have with them because I pay that on my own and do not escrow. I asked the representative if my prior calls were all in their notes and could she see the prior conversations I had on the multiple calls I had made to get this correct. The customer service representative confirmed she could see all my prior calls and apologized for the inconvenience. I inquired to see if the shortfall of funds applied to the principal balance due to incorrect funds being applied to taxes and insurance caused the payments for XXXX and XXXX to be 30 days late. She confirmed that it would show up as a 30 day late due to this. She told me I can dispute this thru Truist and provided me the link to it. I completed the dispute online and never received any information in return. I then submitted formal dispute requests thru the mail to each of the credit bureaus. I received a response from two of the bureaus saying that Truist didn't agree with my dispute so I am writing to CFPB for assistance in this matter. I am attaching documentation to this showing that I do not escrow my taxes and insurance and that Truist incorrectly applied my payments to escrows instead of the full amount being applied to the principal balance. I have attached as documentation of this error by Truist the following items : Initial Mortgage note showing required monthly payment with no required escrows Executed Waiver of Escrow document that was part of the loan documents from the property closing on XX/XX/XXXX Insurance Declaration page showing there was never a lapse in insurance and the insurance was in place and paid for in XXXX as required ( proof that the funds I paid should not have been applied towards escrows ) XXXX Property tax document showing property taxes for this home were paid by end of XXXX on time and there was no balance on XX/XX/XXXX Truist Loan Statement from XX/XX/XXXX showing a required payment of {$1200.00} with no escrows required Statement from XX/XX/XXXX showing a new required payment of {$1800.00} ( with {$560.00} increase ) being required for escrows. This is the mistake that was made for XXXX and XXXX payment as well. This is documented proof they were requiring to make escrow payments towards my mortgage and had increased the required payment by {$560.00}. I am asking to have these two late mortgage payments that are currently reflected on my credit to be immediately removed. Without this occurring, I will not have a high enough credit score to continue purchasing properties and this mistaken mortgage late was of no fault of my own doing. I greatly appreciate your assistance. Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I proceeded to open a Truist checking account after seeing the " Receive {$400.00} after making two direct deposits totaling {$1000.00} within 90 days of opening a checking account '' offer. I copied the required promo code and pasted it in the dedicated text box and submitted it. I was then directed to the next step of the account opening. Upon opening the account, I realized I had not received any information about the promotion being applied to my account. I immediately contacted Truist in order to confirm the application of the promotion, and they were unable to find that it was. I was told a research request had been submitted, and that I should be hearing from their Promotions department within 25 business days. After roughly 25 business days, I contacted them letting them know I had not been contacted, and I was told that it may take longer, and I was asked to wait. I again waited until today, XX/XX/2023. I spoke with someone who was once again unable to confirm the application of the promotion to my account, and I was advised that the research request was still active. Worrying of having neared 90 days and the fact my direct deposit payments are monthly, I asked to speak to a manager to be reassured that I would have the amount of time I had waited for resolution of the research request added to the time I would be able to set up direct deposit. I will reiterate that the promo code was required upon account creation to be eligible, and I was not going to set up direct deposit until I was confirmed eligible. The supervisor, XXXX, told me that the research was still ongoing and that I would still have within the 90 days of opening my account to make the required two direct deposits, but that my time waiting for confirmation of eligibility would not be extended as a grace period for me to complete the criteria to receive the {$400.00}. I made a good-fair effort to resolve the issue, and I was told nothing could be done. I believe Truist had intentionally deceived me to open a checking account, as their website did not notify me of any application or error of application of the promo code and immediately proceeded to the next step of account creation. I believe they were hoping I would set up direct deposit whilst being ineligible for the promotion. I believe their delay of resolution was intentional, and that they sabotaged my ability to reasonably comply with the criteria and receive the promotion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24019
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I reached out to Truist around XX/XX/XXXX to advise them that my car had been broken into and my credit card was stolen out of my car and there were fraudulent charges. I spoke with an agent who advised me that he would cancel the card and would have a new card issued. I asked about the fraudulent charges and was told that I needed to wait until the charges posted to dispute. I waited a few days for the charges to post and once they posted I reached out and explained. I was told the claim was filed and was assigned claim number XXXX. I have been calling to get updates and despite several attempts and explaining my situation and being told that the " dispute '' was being handled on more than one occasion I explained it was not a dispute, that it was fraud and I was told that they had it set up as a dispute and that fraud dispute was the same things and it was being worked. I then received a letter dated XX/XX/XXXX asking about the dispute, the letter explains that If I had not previously authorized the transactions with the merchants that I needed to contact Truist immediately and obtain and affidavit of fraud. I still completed the form and called in and spoke with a Supervisor who at that time confirmed that the claim was not set up properly and was set up as a dispute instead of fraud like it should have been. She advised that he was sending an escalation to get the claim updated and fixed, I am very aggravated at this point because I have called numerous time and was told it was set up correct and being handled appropriately only to find out two weeks later that it was not. I called again last week and was told they sent me paperwork but would not advise the date the paperwork Was sent and that they did see I already completed it and sent it back. Again only to find out that the paperwork being referred to was the paperwork that was sent incorrectly in error, I request a supervisor again and he claims that they mailed me and affidavit of fraud but again would not advise the date that it was sent and asked me if I received it and my response was no, the only paperwork I have received was dated XX/XX/XXXX and it was incorrect paperwork, he again states that mailed affidavit of fraud and said they he would request that it be resent again via email and asked me to confirm my email address which I did. Its been 4 days and still no paperwork to complete and Im being told 30-60 days for the process. I was also told that the 30-60 process time started over once they updated the claim to a fraud claim, which is absurd considering it was the banks fault and not mine. They are punishing me because there representative did not set the claim up properly. I am getting the run around every time I call and ask about the claim and get rudely told it can take 30-60 days. I am being lied to and being given incorrect information every time I call in. No one gives me incorrect information or doing what they say are they doing. Its been a month and the fraudulent charges are still appearing on my account and I am getting no where every time I call in to the contact centers for help. I also emailed the form on XX/XX/XXXX explaining the charges were fraud and have attached that to this complaint. Additionally I have received credit for some of the charges but not all of them and again being told they work them one at a time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37363
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: On XXXX XX/XX/2023 I sent XXXX, XXXX and XXXX a Notice of dispute for account Numbers XXXX. The results of the investigation came back verified. Id like a copy of the investigation report, Date of contact, Name of person contacted, and what procedure was used to confirm the information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: Paid off on car but still paying on it..interest loan exceed States lawsays we had a second loan
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23703
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: It is truly absurd to witness late payments reflected on my account, as I have consistently paid this account on time without any instances of being late. I strongly request that you update my account to accurately reflect my payment history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76132
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My email and XXXX got compromised. One XXXX notices two of my accounts had charges go through that I did not authorized. I shut cards down immediately and called banks and filed fraud disputes. First bank handled it fast. Truist processes the claim a month later never ask me for details they send letter denying the claim. It was {$170.00} Im glad I caught it when that charge went through since I would be on the hook it looks like for any other chargers I research the internet many customers complain Truist denies fraud claims. They advertise fraud protection but dont stand behind it XXXX also advertises it and its funny because my other bank handled it without issues. I want my money back its an unauthorized charge I process thousands on that debit card every month they are suppose to be on the look out for fraud but apparently the customer has to be the vigilant one and be the one to cover the fraud charges that visa and Truist claim to do for you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29073
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a mobile deposit to Truist Bank with my payroll check to my checking account on XXXX before going into XXXX. After XXXX and getting home I checked and realized the money hadn't posted and said may have a hold I called at that moment to Truist bank the lady I spoke with said she didn't see a hold but if one showed the next day to call back so I could receive help. The next morning on XXXX there was definitely a hold I was told that I wouldn't have access to my funds until the following Friday XX/XX/11, so I called spoke to a supervisor she told me she couldn't do anything to help me because the account was new and I did a mobile deposit. She said what I could do was go into the branch speak with the branch leader and see if they could help me. So even though I just had XXXX I went to the branch to get some help. I was left waiting for over an hour even though I had explained I just had XXXX that didn't seem to matter. When XXXX the branch leader came out. We went to his office he told me that mobile deposits where out of the branch hands, this happened in XXXX sometime and unfortunately customer service sends people into the branch they can't do anything for them. He proceeded to call his operations leader where they said the something that because the account is new and I did mobile deposit nothing could be done. I let them know by doing this and not even making a part of the funds available if the whole check couldn't be made available was going to put me in a hardship. I'm not able to pay rent, put gas in my car, or buy groceries for me and my family. All I got was I'm sorry. No other options or resolution had been made available to me. So from Friday XXXX to Fri XX/XX/11. I have no money to operate with my kids start school and I have no access to anything. I have had to go to a food bank, sell things in order to get enough to try and live for the time they placed a hold on my paycheck. Both sides of the operation is blaming the other with no resolution for the customer who is left between the two. There was no warnings or statements before depositing the money via the mobile deposit that this would happen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76180
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A