Date Received: 2023-07-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Hello, My father passed away in XXXX of 2023. He had a trust, of which I am the sole surviving trustee. He had a checking account in the name of the trust with Truist bank in XXXX, FL. I currently live in NY, so I made several calls to Truist in advance of a trip to Florida in XXXX to gather whatever paperwork and information I would need to transfer ownership of the account. The branch manager assured me she told me what I needed to resolve this transaction within the week I was in Florida. It's now XXXX and and continue to try to resolve this with Truist. The branch manager that I met with was totally incorrect with everything she had told me, and we could not transfer ownership during the visit in XXXX. I had to continue to try to resolve this via phone, email, and mail, but the bank / manager would not return phone calls or emails. I had to contact Truist on several occasions, and even though the trust paperwork was all in place and accepted by all other financial institutions, Truist would not accept the trust and made me get a letter of opinion from an attorney to settle the trust. After over a month and a half of back and forth, the account was finally transferred to my name. Now I am trying to close out the account and withdraw the funds. This effort is even more frustrating than the transfer of ownership. The account is now in my name but Truist refuses to close the account and send me the funds. I had to complete an entire new set of forms, get them notarized, and send via registered mail to an office in XXXX, TN. After several calls after receiving notification that the paperwork was signed for by Truist, I kept getting the runaround about needing to wait XXXX business days before they would process the paperwork. It's now been a month, and after talking to supervisors at Truist on several occasions, they now tell me my paperwork is missing due to the XXXX office closing and all business being transferred to an office in XXXX. This is absolutely unacceptable and, if it weren't a serious matter, would be comical. The incompetence and lack of customer service at Truist is ridiculous. I'm obviously getting no resolution from the bank, so I'm trying to file this complaint. How can a bank refuse to let me access my own money? This requires an investigation by a governing body.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12804
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: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I checked my credit file and I noticed a hard inquiry, which I didnt recognize.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27616
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: Funds not handled or disbursed as instructed
Consumer Complaint: Truist bank. I am not going to stand for this line no further action required. On XX/XX/2023 I had a United States postal service purchase for {$39.00} for registered mail. I never received any green ticket in return. I paid for green tickets to be signed and returned. If i wanted no green ticket I would have used regular mail. The bank needs to step up and protect the customer. I was told the return address has zip XXXX and my zip code is XXXX. I think I can figure out my zip code where I live. I am not going to the other side of town to that post office to fix the post office problem. The solution is the bank will credit my account {$39.00} for none service. If not the ceo will have a lien on surety bond. I am not playing around. You have a bunch of XXXX in your call center. They emailed to me the charges were authorized. I never said anything about it not being authorized. This shows me the intelligence level of your call center. I think I speak English ok.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33009
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: 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: Purchased a XXXX XXXX XXXX XXXXXXXX was taken from my account twice. My reference number from XXXX is XXXX. I'm unable to purchase anything from XXXX. My back verify that it was taken twice. Truist is my bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Wednesday XX/XX/XXXX I received a letter in my mailbox that said certified mail with out a signature. I also received a package that was not included in my mail even though it had a USPS red stamp. I went to the post office to confirm this and see who signed for it and was told it is still in route and not delivered yet. I also confirmed this by the web site. In this letter they said If I had not made a payment by XX/XX/XXXX, they would put me into foreclosure. I was not even 45 days behind. Virginia law says 120 days. I already had the money so I went to the bank branch in XXXX VA on XX/XX/XXXX and decided to pay what I owed. I handed the teller my ID and asked for XXXX. Cash from my checking account and then asked to pay my mortgage. I gave her the account number and then the look of confusion came on her face. She asked if it was in a different name and then I said I changed my name already with the mortgage company. I had to give her my old Id before she could process my cash payment. She advised me to get my name changed to reflect the XXXX because it is still under XXXX. Why is it still under XXXX after all the XXXX they put me through to change it? The larger package contained 2 sided printed pages. To include false copy 's of my loan. They do not match the font of my original loan and they have added a hand written date to one and deleted names and made changes to the copy 's they sent me. They also said they ordered an inspection of my property, Again my land is posted and unless you have a warrant and the local police dept with you, You are not permitted on my land. It is a violation of my constitutional rights. I have also decided that the only way you are going to stop with the harassment and attacks is to put my house up for sale. I have already taken the necessary steps, and XXXX XXXX XXXX is currently listed on the market. I have a company under contract to handle this for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
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: Consumer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Truist/Suntrust To whom it may concern : Our company has been using Suntrust for our company credit cards for a while, then the company merged with Truist. Earlier this year, we noticed the bank had made updates on their websites requiring Accountants at our company to sign in under the new system update. Ever since it's been horrible trying to make payments at the branch. We make monthly payments to ensure the credit cards don't acquire interest charges. In XXXX and XXXX the interest/late fee charges were overlooked so {$730.00} were not paid into our usual monthly payments to Truist. We were informed by many at Truist that with our credit card, payments are set up to disburse at the END of the STATEMENT PERIOD. So while our payments are due on the XXXX, they won't be disbursed until the XXXX, when the bank statement closes. This poses a problem for businesses such as ours, to not have access to credit cards during our busiest season for five ( 5 ) days. We usually come close to maxing out our credit cards during this season so when we can't even make earlier payments, this is greatly disturbing for our company. Our recent problem involves our payments being misapplied, missing, and questionable remedies on our bank accounts that aren't correctly showing what is happening to our payments. XX/XX/23, we make a minimum payment of {$300.00} to avoid the late fee. XX/XX/23, made the full payment of {$21000.00}. Did not see minimum payment. XX/XX/23, reached out to Truist, got the minimum payment recovered and applied to correct account. XX/XX/23, made our next monthly payment of {$24000.00}. XX/XX/23, made payment of {$28000.00}. Payments were incorrectly disbursed to one credit card ( XXXX ). Spoke to associate, XXXX, and he assisted as best he could to fix our payment. Payment was unapplied from one credit card ( XXXX ) and applied to all other credit cards ( XXXX, XXXX, XXXX, XXXX, XXXX ) except for the one that it was all applied too ( XXXX ). So we could not use credit card XXXX. XX/XX/23, reached out to Truist to correct interest charge & late fee from XX/XX/23, via email. Spoke to XXXX XXXX, and he was extraordinarily helpful. XXXX XXXX confirmed our payment was applied to another account, was corrected, and fixed the late fee. This was corrected. Our main " control '' account ( XXXX ) continued to have a large balance regardless of payments. Still have no answer from Truist regarding our large balance on the website versus are balance on our bank statements. Our company is now at a stand still while we continue to wait for Truist to look into our accounts and verify with us the figures due are in fact correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23233
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a bank account with Truist Bank in XXXX. I was promised a {$400.00} checking bonus for opening the account. I never received my bonus. I met the requirements by receiving direct deposits for 2 months. The information said that I would receive the bonus within 2 months of completing the requirements. By the time XXXX arrived, I realized I hadnt received the funds. I gave an extra month and contacted my local Truist bank in the beginning of XXXX. They said they would call back the next day with answers. They did not. I called customer support to try and fix my problem. They said that they had no bonus showing on my account and that when my account was created I didnt sign up for the offer ( which is not true ). They said it would take 25 business days to resolve and look into the issue. It has been far over that and I called them a second time this past week. They said that there is no actual date on how long it will take. I asked if I could speak to someone in promotions directly or someone else that can help and the agent said that there is no one I can talk to. No one can help. I have to wait an indefinite amount of time and they will address my situation when they have time ( I began this in XXXX and should have had the money by XXXX. ) They are withholding my bonus and will not speak with me or give me help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I had submitted a complaint about not being able to get proper insurance for my home. I cancelled said policy 's after discovering they were not accurate. I did this within a 48 hour time frame. XXXX sent me a letter confirming that afterwards saying that they received a policy but could not change it unless I authorized the change. Then I received a letter from them saying they had sent money to the company and it would be taken out of my escrow. Even though I never confirmed the insurance change. Before I could not get them to send the check and now they sent the check to XXXX without my knowledge. I did call XXXX and explain the situation with truest and inform them that I never received a refund check nor did I want one mailed to my house. They confirmed that the check was never cashed. And said they would return it to truest electronically. I do have a reference number but unfortunately it is all packed up because I have to move out of my family 's property. I will sell it just to prevent any further dealing with XXXX. Also the payment made in full with XXXX on XX/XX/XXXX has not been reflected on my account as of XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2023 I contacted Truist Customer Service with regards to a promotional offer I received in mail and email. The promotion offered a {$400.00} bonus for opening a new checking account. The requirements were 1 ) open a new Truist One Checking account, and 2 ) complete at least two qualifying direct deposits, totaling {$1000.00} or more and be made within 90 days of account opening. After confirming my eligibility I went ahead and opened a Truist checking account. On XX/XX/XXXX, I contacted Truist Customer Service to ask why I hadn't received the bonus. The customer representative told me that I was eligible and I should have received the bonus. After an hour ( ONE HOUR ) on the phone, the representative told me that I hadn't met criteria # 2. However, my records ( Truist banking statements ) show the following direct deposits : XX/XX/2023 {$1000.00} XX/XX/2023 {$1000.00} XX/XX/2023 {$1000.00} XX/XX/2023 {$1000.00} XX/XX/2023 {$1000.00} XX/XX/2023 {$1000.00} XX/XX/2023 {$1000.00} XX/XX/2023 {$1000.00} After ANOTHER HOUR the representative told that I wasn't qualified because I had another Truist One Checking account. The representative told me they couldn't find the account, and by the way it doesn't appear on my banking statements, doesn't appear to my online portal, and frankly doesn't exist. In addition, my account was charged {$3.00} the past four months. And since the account earns no interest, every time I transferred to another bank, they will charge me another {$3.00} fee. How remarkably terrible customer experience and poor service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22032
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The presence of a derogatory rating on my account is deeply concerning to me. I am worried about the impact it may have on my credit, as it has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the significant financial and emotional distress this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33175
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A