Date Received: 2023-07-20
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I when to open account with bank Truist on XX/XX/XXXX and they told me my card would be mail on XXXX to XXXX business day the card got here I deposit my check on XX/XX/XXXX my check is from a XXXX I work I try to activate my card but I cant do I call bank many time already and they say because I deposit my check it look like fraud so I call and told them my check from work they can call they told my check would be ready on XX/XX/XXXX so I wait for it didnt show so I call they told me it would be ready XX/XX/XXXX nothing so I call again so now they say the specialist need more time to clear my check, but my check is already clear and deposit in my account my check was {$1000.00} and I put {$100.00} more in cash to open my account I cant touch nothing from my money I call manager and so many time
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: 2023-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: In XX/XX/2023, I took out a cash advance of {$750.00} from Truist Bank through the mobile app. I tried to pay off the loan and close my accounts on XX/XX/2023, resulting in Complaint # XXXX, where they refused to close my account. The reason the account wasn't closed was they were continuing to try to take a recurring payment for a credit card account that I had also closed the the same day. At the teller window, I told them about the line of credit and asked that it be paid off and closed at the same time. They did not have access to see the line of credit, and so when I stressed that I wanted to make sure it was paid off, they assured me all my debts were paid. Because the line of credit was not accessible to the teller, the line was not paid off, and the interest and fees continued to accrue. In addition, they tied the line of credit to my checking account and on XX/XX/2023, they reported both the line of credit and the checking account it was tied to as delinquent to the credit bureaus. I called the customer service lines and visited the branch and it wasn't until this week, XX/XX/XXXX, that the credit line debt was revealed. I am appalled that a bank could lend money and XXXX. ) Not allow someone to pay that money back at a bank location XXXX. ) Not keep a ledger or any records accessible on the app, by Customer Service, or by the branch employees, and XXXX. ) Not tell me about the debt until it was reported to the credit bureaus, and XXXX. ) Tie the debt to my checking account so that XXXX accounts were reported delinquent instead of just the line of credit. Moreover, I tried to close accounts, was denied the ability to close the accounts, reported the issue to this bureau and should have discovered then that there was an issue then, and not XXXX months later. I have since paid this off and I am now seeking to have this negative mark removed from my credit record. Having XXXX delinquent accounts has prevented me from getting a loan and has negatively affected my credit rating for XXXX months. Moreover, there was no transparency in this process and no one on the corporate side or the physical branch could or would help me until I planted myself in the branch office and refused to leave until they called corporate and figured out what the issue was. Even then, it took multiple visits to the branch and multiple phones from me and the banker to even figure out what the issue was. I am physically and mentally exhausted from this experience and appalled at the lack of transparency and complete lack of responsibility. I have been asked to provide cards and bank statements from accounts I thought I had closed, and repeated told to read my service agreements if I had an issue with my lack of responsibility in paying this. Banks should be required to keep records of their transactions and equip their employees to handled issues by providing access to their records.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27606
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My card was stolen and multiple transactions were made. I contacted The Branch bank and trust they denied my dispute and i called the merchants some of them sent me signed receipts and some didnt not and advised me to file a chargeback with bank. I have police report and my bank still denied my claims.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Filed a dispute for rampant fraud on my checking account. They have provided me with provisional credit for some of the transaction but have yet to provide me full credit. Its been past the 10 business days required by reg E
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60426
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Both myself and my husband have been a victim of identity theft and fraud on our Truist Bank checking and money market accounts. Fraudsters were able to conduct 3 fraudulent check transactions out of our accounts without our knowledge, authorization or consent. The transactions are as follows : {$5300.00} on XX/XX/XXXX, {$13000.00} on XX/XX/XXXX, and {$9200.00} on XX/XX/XXXX. We believe the fraudsters were able conduct these fraudulent transactions by washing our checks and impersonating our identities. I discovered the fraud XX/XX/XXXX and immediately reported it to Truist Bank the same day. Truist Bank conducted an investigation ( claim XXXX ) ; and while the bank determined the transactions to be fraudulent, they have denied to reimburse us due to our failure to notify the bank within 30 days of the fraud. However, the fraudulent check transaction for {$9200.00} on XX/XX/XXXX was reported within the 30 day timeframe, which Truist Bank has yet to reimburse us for. We requested assistance from XXXX, who sent Truist Bank supporting documentation via mail on XX/XX/XXXX, which detailed the fraudulent transactions being disputed. Truist Bank received these documents and still denied to re-investigate and reimburse us on the fraudulent amount. Due to our ages ( XXXX and XXXX ) and health conditions ( XXXX XXXX XXXX, XXXX, and XXXX ), we believe Truist Bank has failed in protecting us from elder financial exploitation, and are requesting the bank re-investigate this matter, and reconsider their decision on reimbursing us for the stolen funds. I am also requesting that Truist provide me with any and all copies of records relating the the fraudulent transactions, including the investigator 's report who has denied our dispute. I hope to be reimbursed for the fraudulent transactions which Truist Bank failed to prevent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 292XX
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check via mobile app on Sunday/ XX/XX/23 I received an alert that my funds were on hold. I was told it would not show up until XXXX Monday and the alert was automatic. So XXXX days down I finally go into the branch after talking to three representatives and two supervisor because its XXXX and my funds are still on hold .Truist says the hold will be there till XX/XX/23. I have never waited longer than 3 days. This is more than a week and I have the physical check present. Then I was told to return to the branch, get in touch with the issuer of the check ( XXXX XXXX ) to verify and they would release the hold. This was the end of the day now it is XX/XX/23 I went into a XXXX XXXX they had never heard of such policies, I also contacted the person who signed the check. I am currently on the phone with Truist and they have me on hold waiting to talk to administrator. But they made sure to take out fees from my monkey they have on hold and makings me do the leg work just to not need it and take off hold anyways. Very dissatisfying I feel as if I was profiled and treated as such. I just want access to my money when I need it. I will be closing this account and taking my sticks back I will not invest in a system that operates like this. Truist is not true to what they represent I have been with them since the merger I am done do not bank with Truist they do not support everyone. Now Im being told to have the issuing back scan a copy front and back to show that its cleared. I have literally never heard of this procedures. And the nerve of the local representatives to shift blame on the mobile hotline. When they all are under the Truist umbrella same training. Do not bank with Truist because disappointing is what you will receive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21215
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: I totaled my XXXX XXXX XXXX I had gap insurance during the wreck and it should have been paid off. I gave them all the info they needed I had insurance through XXXX and additional gap coverage from XXXX XXXX XXXX. XXXX said they sent the check off to cover the amount on the car to closed the account threw BB & T. BB & T is saying I have to pay XXXX just to close the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/2023, XXXX XXXX XXXX XXXX XXXX requested a balance transfer be initiated from Truist cc XXXX in the amount of {$3000.00} to be paid to our account at XXXX XXXX We followed up with Truist on XX/XX/XXXX because we learned the payment to XXXX XXXXXXXX was not made and have since not been able to resolve the missing payment from Truist to XXXX XXXX. On XX/XX/XXXX, we were informed that the {$3000.00} payment had been paid out on XX/XX/2023. On XX/XX/XXXX, we received a letter from Truist along with the front and back of a paid {$3000.00} transaction and immediately contacted XXXX XXXX. XXXX XXXX issued a temporary credit to our account and indicated they would send us further information. On XX/XX/XXXX, we received a letter from XXXX XXXX requesting a copy of the front and back of the paid {$3000.00} item. On XX/XX/XXXX, we responded to XXXX XXXX by fax and email, enclosing the front and back of the {$3000.00} item. On XX/XX/XXXX, XXXX XXXX removed the temporary {$3000.00} credit and sent a letter dated XX/XX/XXXX that the {$3000.00} payment was not endorsed or cashed by XXXX XXXX. They wrote that the {$3000.00} check was endorsed by XXXX XXXX XXXX XXXX. On XX/XX/2023, I visited the Truist XXXX branch for assistance to locate the {$3000.00} and was directed to the XXXX XXXX XXXX XXXX. Once I visited and spoke with the XXXX XXXX XXXX XXXX, I was told XXXX XXXX can not research this matter, and that Truist is responsible to resolve this matter. I immediately returned to the Truist XXXX branch and was informed that a dispute had been filled regarding the {$3000.00} charge to cc XXXX. On XX/XX/XXXX, I followed up with Truist, and a fraud investigation was finally initiated ( # XXXX ). On XX/XX/XXXX, I followed up with customer service to find out the status of the fraud investigation and incredibly was informed that a fraud investigation was never filed. The Truist representative proceeded to file a fraud claim and provided the reference number XXXX. Here we are 5 months later, and still no resolution. I spoke with Truist yesterday, XX/XX/XXXX, and was informed I would have a response in 60 to 90 more days. In summary, XXXX XXXX never received our balance transfer from Truist cc XXXX ( Truist has since replaced cc w cc XXXX ). XXXX XXXX would like this matter resolved with no further delays, and our account be credited accordingly, including fees and interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29223
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2023 I had a posted balance in my account of {$220.00}. I had a refund come in for {$12.00} then transactions out for {$85.00} {$16.00} {$120.00} and {$0.00}. I should have had an available balance of {$15.00}. However my statement shows I have a negative balance of {$56.00} and was charged {$36.00} over draft fees on the {$120.00} and the XXXX transactions even though my account should of had a balance of {$15.00}. Then on XX/XX/XXXX I had a transaction come out that was a mistake of {$17.00} I contacted the company that charged my account they immediately issued a refund for the {$17.00}. But I was still charged a {$36.00} overdraft fee. When I called the bank they made me cancel my old card but did not bother to tell me it cost {$30.00} to have a new one sent out express ( that took 6 days ). They gave me a refund for the {$30.00} on XX/XX/XXXX. Then on XX/XX/XXXX I was charged a {$36.00} overdraft fee even though there was no other transaction. Taking my total overdraft balance to {$120.00} This is my business bank account and everyday that I am unable to use it because of this is costing me a lot of money because I can not order parts for my customers pay my bills or anything that involves needing to use my bank account. I went to my local branch an the branch manager acted like she could care less and would not help fix the problem. I desperately need my account it is hard enough running a XXXX XXXX XXXX without have my account held at ransom over a mistake on there end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Please see the attached documents for context. At this time Truist Bank has taken a stance to hold me responsible for the amount of {$870.00}. I have received no evidence that they contacted the company that scammed me nor have I received any evidence as to how they came to their conclusion to hold me responsible for that amount. I would like to dispute having to pay any money back due to me being a victim of a fraudulent act. Also, at this time XXXX has covered the fraudulent checks resulting in me paying back {$0.00} because they are not holding me responsible and they understand I am not at fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A