Date Received: 2023-07-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My checking and saving accounts at Truist Bank were unexpectedly closed, and my credit card application denied, creating significant financial disruption. The bank cited an Early Warning Services ( EWS ) report indicating fraudulent activity as the cause. However, upon obtaining this report, I found that it does not contain any information related to fraudulent activity. I have attempted to resolve this discrepancy with Truist on numerous occasions, in person at my local branch and via customer service. Each time, they advised me to contact EWS. However, upon contacting EWS, I have been instructed to consult with my bank, creating an unresolved loop. Consequently, my funds remain frozen in the closed accounts, leaving me without access to my own money. This situation has also impacted on my ability to open accounts with other financial institutions due to the alleged 'fraud ' report linked to my profile. Here is a chronological list of my experiences : XX/XX/2023 : I opened the following accounts with Truist Bank in person at a branch located at Truist XXXX XXXX Truist XXXX XXXX Applied for Truist XXXX XXXX XXXX Credit Card XX/XX/2023 : Truist closed your accounts without clear explanation. I called the bank immediately for clarification. The bank representative informed me that the decision was made based on the EWS report. She helped me by requesting a report from EWS to understand the closure. XX/XX/2023 : I received the letters in the mail ( attached ) XX/XX/2023 : I received the report from EWS. Upon calling EWS to find out what happened, the agent was unhelpful and even rude. Her name was XXXX, and she refused to provide her last name or employee ID. She told me I needed to return to the bank for further assistance. XX/XX/2023 : I returned to the bank, where no substantial information was provided about the situation. However, they gave me a phone number for the bank 's Fraud Department. XX/XX/2023 : I contacted Fraud Department, but the agent there claimed to have no information about my case, that I need to contact EWS. She was like a robot repeating the same repeatedly even though I explained her every step that I have been taken before this call. XX/XX/2023 : Frustrated and needing resolution, I went back to the bank to retrieve my money ( {$900.00} ), The bank informed me that they could not release your funds at that time, and I needed to wait for further instructions. A bank representative said they would call me the next day with information on when I could get my money. To this day XX/XX/2023, despite my numerous attempts to rectify this situation with both parties, I am left with no resolution, a closed account, frozen funds, and an undeserved fraudulent status that is preventing me from accessing banking services elsewhere. This has caused me significant financial distress and inconvenience. I am an honest individual who works hard and has managed to keep all my affairs in order, despite having been in this country for just over a year. I pride myself on my integrity and commitment to abiding by all laws and regulations. This situation, which implies otherwise, is not a reflection of my character or actions, and is extremely distressing and unfair. I do not deserve this undue hardship, particularly when I have striven to ensure everything is handled correctly and responsibly. In support of my complaint, I will be providing all relevant details and documentation, including the bank account numbers and the report from Early Warning Services ( EWS ). I understand the importance of a comprehensive overview of the situation and hope that these details will assist in understanding and resolving my case. I want to express my sincere gratitude for your time and attention to this matter. I understand that resolving these types of issues can be complex and time-consuming. Your assistance is appreciated, and I am hopeful that with your help, a fair resolution can be reached. Sincerely XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33174
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-15
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I made a payment on XX/XX/2023 and was told on the call this would being my account current and wouldnt need another payment until XX/XX/XXXX. Immediately the next day, I started getting a hunch of automated calls ( some which I would answer and it would connect and hang up ). All the voicemails ( many ) say its past due and the letter I received dated XX/XX/XXXX says past due as well. Very frustrated - I cant get on my account online because it says my account is not current. I dont have time to keep trying to answer or call during my work hours. I just want this fix- I was told I was current until XX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
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: This is in reference to case number XXXX. Truist has completely failed me and I am at a complete loss. I was the victim of identity theft and had a loan taken out fraudulently in my name in 2022. I have submitted all documentation required, including an FTC Identity theft report, police report, ID verification and more. These are sworn affidavits. However, Truist continues to state that the account was not the result of Identity theft and no further action will be taken. I don't believe that Truist actually investigated this matter at all. No investigation report was provided to me at all. I would like a copy of this please.When I asked I was simply told that the loan agreement was sent to my mailing address. This a blatant lie as I never received any notice of a loan being opened in my name at that time. No identity verification took place. The person that took out the loan accessed by Lightstream account that I already had and signed documents electronically without my consent or knowledge. Lightstream/Truist failed to properly verify this loan. I was the victim of several other identity thefts at that time and over a period of months. All other institutions handled my identity theft and were on my side. Truist continues to not be. I have been a client of Truist/BB & T for over 20 years and you are basically calling me a criminal and a lia. I provided a police report and FTC report certifying that this loan was fraudulent and their response to this was negligent and dismissive. I would like a proper resolution to this issue otherwise I will be forced to consider legal action against Truist. I will also be reporting this to local media outlets that may be interested to know that Truist Bank apparently does not follow the FCRA and Regulation E. Truist should support their long time clients who fall victim to Identity theft and remove fraudulent accounts and inquiries from their credit report, rather than treat them like the criminal themselves. I certainly believe its time to reconsider my primary bank moving forward. With that being said, I do not wish to destroy my personal credit over this account. Im at a total loss and if I have to pay the account, Ill just have to do it to be done with this nightmare. During the course of this investigation the account has gone into past due by 3 months on my credit report. If I am willing to bring this account back to current with a payment, would Truist be willing to remove the negative late payment remarks from my credit report? Again, I was a victim here and the account wasnt opened by me, but Im just done fighting with Truist and the Credit Bureaus at this point and am willing to just move forward if Truist would be willing to help me out and remove these negative remarks from my credit reports.
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: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX - Opening deposit funds were posted to my account ( Account # XXXX ) XX/XX/XXXX - 1st Direct Deposit posted to account XX/XX/XXXX - I transferred out funds using XXXX. The funds I transferred out were sent to my XXXX XXXXXXXX account, which had been open for over 5 years. ( I had to use XXXX because there was no option through the mobile app or the web browser to finish verifying the trial deposits for my XXXX XXXX external account. It took 5 additional days for the option to eventually show after the trial deposits were posted in my XXXX XXXX account. ) XXXX - I noticed I was not able to access online or mobile banking. I also did not receive any communication from Truist by phone or email. I also still have funds in the account that I am not able to access. XXXX - I called Truist customer service to regain access to my account since I had not received any communication from them thus far. They told me my account had been closed for fraud and the department I needed to speak with was closed for the remainder of the day. Furthermore, they said I would need to call back by during business hours before XXXX XXXX EST. I am provided with no means to access my funds nor will they allow me to rectify the issue online or over the phone. XX/XX/XXXX - I called back Truist customer service and was transferred. They told me I would need to go into a branch with two forms of ID and did not provide further reasons why my account was closed. They did not provide me with any means to access my funds. I am provided with no means to access my funds nor will they allow me to rectify the issue online or over the phone. XX/XX/XXXX - I drive to the XXXX XXXX branch in XXXX, MD with my two forms of ID ( driver 's license and US passport ). I am assisted by XXXX XXXX, XXXX. XXXX XXXX. XXXX contacts other Truist personnel and confirms she is not able to re-open my existing Truist account. She informs me my only option is to open a new Truist account where they will transfer my remaining balance from the old account to the new one ( account # XXXX ) and they will also transfer the current promo ( promo code : XXXX ). I agree and I wait two hours while she tries to rectify this issue. At the end of our meeting, I have a new Truist checking account and the funds have been transferred, but they are still working to transfer the promotion from my old checking account to my new one. XXXX mentioned this can take up to 25 days and she will email me once this is completed. I was also not given the option to submit an opening deposit even though I had my debit card available. Furthermore, I still do not have access to online banking so I can not confirm what I have access to and what is correct. I am still in the same circumstance I was in as of XXXX because I still can not access online banking and I am not able to utilize my checking account. Truist did not provide me with any means to rectify their mistake before closing my checking account. They also did not communicate this concern to me or provide guidelines to clarify what constitutes " normal uses '' for a checking account. These actions committed by Truist created a predatory customer service experience and significantly delayed and obstructed my ability to complete the sign-up offer. Furthermore, there has been no communication on whether my previous account activities will be considered for the new checking account promotion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: REGIONAL ACCEPTANCE Account XXXX Has Been removed from my XXXX account and they were reporting on my XXXX Account XXXX XXXX XXXX Account XXXX XXXX XXXX XXXX Account XXXX XXXX XXXX XXXX is ran as a charge off an IRS DEFINES A CHARGE OFF AS GROSS OR INCOME DOES NOT GET REPORTED ON CONSUMER REPORT AND I NEVER RECEIVED ANY OF THE 1099 Cancellation Of Dede From. This Account is is Inaccurate And Has To Be Removed. 15 U.S. Code $ 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt. It has been 30 days and vou are in VIOLATION of this law because I am a victim of identity theft!! Please delete these items IMMEDIATELY! These accounts should not be furnished on my consumer report as they are in VIOLATION!!! Under, 15 U.S Code 1681b - Permissible purposes of consumer reports ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the WRITTEN INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. NO CONSENT IS IDENTITY THEFT. As a consumer I am demanding the deletion of the accounts listed IMMEDIATELY!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77450
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Someone stole my identity and have my social security number. Bank has closed the account for me but what can I do to protect the problem. The person had charged over {$58.00} on the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37659
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: HISTORY OF COMPLAINT - ON XX/XX/2023 I MAILED A PROMISSORY NOTE TOO XXXX XXXX XXXX XXXX XXXX XXXX TRUIST BANK. ATTENTION CFO XXXX XXXX BY U.S. POSTAL MAIL RETURN SIGNATURE PROCESS. THE PROMISSORY NOTE ARRIVED ON THE XXXX OF XX/XX/XXXX AND WAS SIGNED. THE CONTRACT IS NOW OPERATIVE AS OF XX/XX/XXXX. XXXX TRUIST BANK IS HOLDER IN DUE COURSE OVER THE NOTE. I HAD ASK THAT TRUIST BANK ACCREDIT MY BUSINESS ACCOUNT, BECAUSE MY BUSINESS NEEDED THESE FUNDS FOR MASS MARKETING, HIRING OF KEY EMPLOYEES, TRANSPORTATION. FIRST TRUIST BANKS HAD TWO EMPLOYEES SAY THEY NEVER RECEIVED THE PROMISSORY NOTE ALTHOUGH A TRUIST EMPLOYEE SIGNED FOR IT. THEN THEY HAD SEINOR VICE PRESIDENT XXXX XXXX OVER BUSINESS BANKING AT XXXX MADE ME BELIEVE THEY WHERE GOING TO ALLOW ME TO TAKE OUT A LOAN FOR THE AMOUNT OF THE PROMISSORY NOTE. THEN TRUIST BANK TURNED AROUND AND CLOSED MY BUSINESS ACCOUNT AND PERSONAL CHECKING ACCOUNT PERMENTLY ACCORDING TO THE LETTER THEY SENT OUT ON ABOUT XXXX XXXX. THEN ON ABOUT XX/XX/2023 SENT OUT A LETTER FOR {$440.00} FOR UNPAID CHARGE-OFFS. LEGAL MEMO- THIS PROMISSORY NOTE WAS PRESENTED AS A DEMAND DEPOSIT IN CONTRACT FORM TO TRUIST BANK AS AN EXCHANGEABLE ASSET TRUIST BANK ACTING AS PAYOR IN THE TRANSACTION. THIS PROMISSORY AGREEMENT TENDER LAWFULLY BY XXXX XXXX XXXX XXXX MANAGING PARTNER OF XXXX XXXX XXXX. ORIGINATOR OF THE FIRST PAYMENT ORDER IN THIS FUND, SHALL BE EVIDENCE AS A ASSET TO TRUIST BANK. ( UNIFORM COMMERCIAL CODE>3-108. PAYABLE ON DEMAND AT A DEFINITE TIME. BANKS ARE REQUIRED TO ADHERE TO GENERALLY ACCEPTED ACCOUNTING PRINCIPLES PURSUANT TO TITLE 12 CODE OF FEDERAL REGULATION 621.2 ( A ) ( 9 ) GAAP FOLLOWS AN ACCOUNTING CONVENTION THAT LIES AT THE HEART OF THE DOUBLE ENTRY BOOKEEPING SYSTEM, CALLED TH MATCHING PRINCIPLES. THIS PRINCIPLES WORKS AS FOLLOW, WHEN A FINANCIAL INSTITUTION ACCEPTS A PROMISSORY NOTE, DRAFT OR ANY OTHER SIMILIAR INSTRUMENT FROM CUSTOMER AND DEPOSITS OR RECORDS THE INSTRUMENTS AS A ASSET IT MUST RECORD OFFSETTING LIABILITIES WHICH REPRESENTS THE AMOUNTS THAT THE BANK OWES THE CUSTOMERS FUNDS ACCEPTED FROM CUSTOMERS. THE PROMISSORY NOTE ARTICLE # XXXX XXXX XXXX XXXX XXXX THE SIGNATURE CARD TRACKING # XXXX XXXX XXXX XXXX XXXX XXXX TRUIST BANK SHOULD HAVE TO SEND ME A CASHIER CHECK FOR XXXX XXXX THE AMOUNT OF THE PROMISSORY NOTE THEY LOST. LEGAL NOTE- UNIFORM COMMERCIAL CODE 4-103 SUBSECTION 5 : THE MEASURE OF DAMAGES WHICH OCCUR DUE TO A BANKS FAILURE TO EXERCISE ORDINARY CARE IN HANDLING AN ITEM, MAY RESULT IN OTHER DAMAGES SUFFERED BY THE PARTY AS CONSEQUENCE
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received an invitation to apply for a loan modification and an application as a result of filing Bankruptcy in XX/XX/XXXX from Truist, my mortgage servicer. On XX/XX/XXXX, I submitted the complete application packet. The invitation letter said I would hear from someone within 5 days of submitting the packet. On XX/XX/XXXX, I called Truist because I had not heard from them within the 5 days. I was told to resubmit the application by the Loss Mitigation Department and resubmitted on XX/XX/XXXX. On XX/XX/XXXX, I was told to resend a third time and did so. On XX/XX/XXXX, I sent additional documents they requested including bank statements, my husband 's Profit and Loss Statement from XX/XX/XXXX through XX/XX/XXXX, and my paystubs from XXXX from XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX, I resent my husband 's Profit and Loss Statement per their request to submit a statement from XX/XX/XXXX through XX/XX/XXXX. I also re-submitted Page 4 of the Loan Modification Application per their request and included his income on the page. On XX/XX/XXXX, I received a voice mail from Truist asking me to return their call. When I returned their call, the Loss Mitigation Department said I need to speak with the Bankruptcy Department and attempted to connect me but the Department was closed. On XX/XX/XXXX, I called the Bankruptcy Department and received a message that they were closed. On XX/XX/XXXX, I called the Bankruptcy Department and they could not figure out why I received a call and confirmed that they received the Reaffirmation Agreement I sent on XX/XX/XXXX. I was told I had a Reaffirmation Hearing set for XX/XX/XXXX ; however, the representative retracted this statement and told me that was a hearing for my car loan, which I was already aware of. He told me to speak with the Loss Mitigation Department and attempted to transfer me but then hung up on me. I called back and spoke with the Loss Mitigation Department. I was told that I need to resubmit my husband 's Profit and Loss Statement because they can not accept a partial statement. I informed the representative that I was told to, and subsequently sent, the YTD Statement from XX/XX/XXXX to XX/XX/XXXX ( I had also sent a full year to be on the safe side as mentioned above ). She said she would have to contact the Preservation Specialist to see what it is that they need and would get back to me. I told her I am tired of getting the run around and was going to file a complaint. I believe Truist has sent me a loan modification invitation in bad faith and that they do not intend to discuss any workout options with me. They do not contact me when they say they will and have to follow up with them frequently to get the status of my application. When I do that, they continually ask me to re-send documentation that they already have and they have informed me that there is no way I can speak with the actual Preservation Specialist handling my application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85281
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: A checking account was opened from Truist on XX/XX/2023 with promotional code XXXX. The terms of the promotional code is to make two qualifying deposits totaling {$1000.00} or more within 90 days to earn {$400.00} bonus. The {$400.00} bonus will be posted within 4 weeks after requirements are met. I finished the two qualifying deposits on XX/XX/2023 but no {$400.00} bonus after 4 weeks. I called Truist on XX/XX/XXXX and was told a promotion tender research form will be submitted for further investigation. I made follow up call on XX/XX/XXXX and there is no progression.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45039
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: A checking account was opened from Truist on XX/XX/2023 with promotional code XXXX. The terms of the promotional code is to make two qualifying deposits totaling {$1000.00} or more within 90 days to earn {$400.00} bonus. The {$400.00} bonus will be posted within 4 weeks after requirements are met. I finished the two qualifying deposits on XX/XX/2023 but no {$400.00} bonus after 4 weeks. On XX/XX/XXXX, I provided permission to my wife to discuss my missing bonus issue with Truist customer service representative. My wife was told there is no promotion code was attached to my account. My wife offered to provide a screen shot that shows XXXX promotional code was applied to my account during the checking account application process. The customer service only stated she will elevate my issue up to the management team and have the management team to respond. My wife requested the customer service to write down she can prove the promotional code was applied from a screen shot. No call back from the management team at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45039
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A