Date Received: 2023-07-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/23 I was making a deposit in the Truist bank at ATM # XXXX at XXXX XXXX XXXX XXXX NC XXXX at XXXX XXXX. The deposit was for {$820.00}. The ATM had an error, refused to make the deposit but kept the money and gave me an error receipt. None of the money was deposited to the account nor was it given back to me. The ATM took the money, did not deposit it, then told me to call the claims center via error message. I called the claims center immediately after and started the process for a claim. I was told 3-5 business days until I would hear from them. I never heard from them. I called back 5 business days later only to have them tell me to wait 3 more days. Its now XX/XX/23 and I call AGAIN only to be told that only {$20.00} was credited to the account and the other {$800.00} was still being investigated. I called the next day XX/XX/23 and they told me there was NO eta on when review would be complete. I was told my account does not meet specific criteria for the payment to be processed. I asked what that criteria was I was told they are not allowed to tell me as its bank information. I have since involved several branch managers at different truists to assist. I have been in contact with XXXX XXXX XXXX XXXX XXXX XXXX who was the only branch manager that was willing to help. Have no had a response from him yet either. Todays date is XX/XX/23 and I still have not gotten the full {$820.00} that I attempted to deposit in the atm.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Back in XX/XX/2020 I contacted the bank known as BBT due to my account having funds stolen from them or someone having access to my account without permission, they advised me to change my password and my username, I did as instructed! During the following 2 years after, I kept expressing concerns about my account to them, they continued to cancel cards and issues new ones never suggesting closing down my account and opening a new one, due to them never checking into these issues, I was evicted from my homes 2 times and also filed XXXX 2 times which has caused me so much stress and emotional Turmoil and embarrassment and is unacceptable!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 362XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am applying for a home equity loan and received the drive by appraisal today. The appraised value was low ( approximately $ 100K lower ). Upon review of the appraisal, I identified multiple inaccuracies in which I immediately identified ; such as taxes, not a SFR but actually a PUD with a HOA payment, incorrect tax amount, incorrect Gross Living Area, incorrect Room count, etc. The appraiser did not even attempt to validate my information against county records, XXXX or even a XXXX XXXX. My tax assessment value this year was {$500000.00}, my primary lender has an XXXX of $ XXXX and XXXX alone has a value of {$490000.00} as of today ; however the XXXX has submitted to the lender a value of $ XXXX. Attached you will find my tax assessment, XXXX and a full appraisal completed in XXXX. I also have the original from XXXX if needed which aligns to the XXXX. Of course, my lender is submitting for a full appraisal to get my value ; however, this is now a {$600.00} cost for me and the appraisal is in no way supported with all of the inaccuracies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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 XXXX XXXX XXXX I purchased three toy cars from XXXX XXXX paying with XXXX XXXX and Truist debit card. I received the items damaged. I filed a complaint with XXXX who denied my claim stating I need to file with the bank. I filed a dispute with Truist, Truist provide a form " WRITTEN STATEMENT OF UNAUTHORIZED DEBIT ( ACH ) '' I called them and said it was the wrong form as it was not an unauthorized debit. I am complaining of received damaged items and I want a refund.Truist told me to check other and explain that the form did not matter. I checked other as Truist instructed and wrote my statement on XXXX XXXX XXXX XXXX XXXX XXXX XXXX I received an email denying the dispute stating that the who denied my claim stating I called XXXX XXXX the number on Truist denial letter and was on hold for two hours the call was not answer so I hung up and filed this complaint. Based on a review of our records and the information gathered during the course of our investigation, we have determined, with respect to the above reference amount that the transaction was authorized and therefore not eligible to be returned. You have the right to request a copy of any documents that we may have relied on in making this determination. Truist has systematically denied ever claim I have filed in the past without providing documentation it relied on in violation of federal law in addition chargeback-worthy claims include : merchandise arrived damaged or defective.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We were the victims of check fraud. Truist bank posted the fraudulent check to our account, and then a few days later rescinded the money. We were not aware of the fact that the check was fraudulent. We became aware after the funds were posted and we made a XXXX transfer as part of hiring for a job application. Once the funds were transferred, the contact person with the company began asking things from us that shot up many red flags. We immediately went to the bank and to the police. A fraud investigation was launched, and that account was frozen, for obvious reasons. However, we had a mortgage payment coming due in a couple of days, a payment that is on auto draft, so I had to borrow money from my mother to make our payment for the month due to all of this and the missing funds. I deposited the money into our other checking account, the one specifically for bill payments and the one unaffected by the fraud case. After depositing the money, Truist closed all of my accounts without notice, canceled my cards, and caused my mortgage payment to bounce. Now my account is closed, no anticipated timeframe for when the issue will be resolved, and they are unwilling to help me to make my mortgage payment. I am in a position where I will be delinquent on my house payment and possibly lose my home due to them confiscating my account and my funds. We are victims of fraud, and I had confidence that Truist would stand by me after all these 12 years with them, however instead they have closed my accounts and are kicking us to the curb.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29690
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX afternoon, I made a purchase at XXXX in XXXX. This was the last authorized charge before the debit card was lost/stolen. I left XXXX and went to my old house in XXXX, NC and then visited my old neighbors from XXXX until approximately XXXX. When I left, I received fraud alerts from Truist Bank regarding the stolen debit card and I called them at XXXX and again at XXXX. The people I spoke with failed to properly cancel the card, issue a new one, or dispute the charges despite a XXXX minute phone call going over details and an assurance the new card was on the way. I filed a police report and called again XX/XX/XXXX at XXXX to give the bank the case number only to find out they had no record of the disputed charges and the card was just on hold. Went through all of this information again and was again told everything was taken care of. There were XXXX fraudulent charges after XXXX. Initially one authorized charge was included and one fraudulent charge was missed so I called to fix that issue on an additional call after receiving paperwork and noticing the error ( attached ). I have since called 13 separate times to repeat the same information that employees are failing to notate. The claim has been denied at least twice and I have submitted rebuttals or new information twice as well. I've spent hours on the phone as each call is at least an hour wait to even speak to someone. The last time they denied the claim, they provided no reason that anyone in several departments could find. Today I was told there's nothing more that can be done without new evidence but I feel they haven't even considered all the evidence submitted. They did refund all but XXXX charges. I am still owed refunds for {$26.00} from XXXX XXXX in XXXX, NC, {$800.00} from XXXX XXXX XXXX in XXXX, NC and {$360.00} from XXXX XXXX in XXXX. Initially, the claim was said to be denied ( XX/XX/XXXX, see attached letter ) because " an error in the transaction amounts did not occur '' but the amounts were never in question, they just weren't authorized transactions. Then, despite me sending time stamped security camera pictures ( attached ) of myself XXXX miles away in XXXX, NC during this entire period, they are denying the claim for these stores because I've shopped at them before. I noted many times over that these stores are 4 miles from the new house I just bought and of course I shop there but I did not shop there on these days because I was 40 miles away in another county and did not have my debit card. I did not return to my XXXX home, which is close to those stores, until XXXX on the XXXX and after calling to report the fraud on my way home. I have text messages and the calls to prove this was the case. The charges were all made between XXXX or so and XXXX, when I can show I was not even in the same county or town. I can provide affidavits from at least 4 people who will say I was physically with them in XXXX, NC during all of the charges happening in XXXX and XXXX, NC. I have also attached the police report. If the stores still have security footage, I could show that too but since the police didn't ask them for it when it happened, I'm not sure they still have it. I'm working on that as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I had a refund on my charge card, in turn I transferred a portion of the refund amount to my checking. Days later I saw there was a cash advance fee of {$27.00}. Why was I charged a " fee '', when using my own money? XX/XX/23 Spoke first with XXXX then with XXXX with Truist. XXXX submitted form to have the cash advance fee removed. I checked back on Thursday ( same week ). The fee had not been removed. Informed by XXXX on XX/XX/23 that fee could not be reversed. I submitted a letter to the Bank XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX. No response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: TRUIST BANK XXXX XXXX XXXX XXXX, VA XXXX XXXX Charge us with a {$15.00} fee for a wire transfer to return funds to us.They took over 14 days to return our funds so they chose to wire the funds back to our account. They never told us there was a charge. They said they did not know of the fee. Truist charge our bank with the fee hence our bank charge us. Truist bank is the most unefficient bank I have ever dealt with in every aspect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53066
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Problem with customer service
Subissue:
Consumer Complaint: My puppy chewed a XXXX dollar bill, and tore it into pieces. I went to Truist bank, where I bank, and asked them to change the bill for one that was not damaged. When they refused I asked to speak with the bank manager, XXXX XXXX. He was not there, and wouldnt be in until after XXXX. I was told that if there was not sixty percent of the bill that they would not be able to exchange it. But the bill was almost entirely present. And both lines of the serial number was able to be read. I asked when the manager would be in and the teller was extremely rude, saying that he would be there after XXXX, but that he would tell me the same thing. When I returned he did in fact say that there was nothing they could do. Even though the treasury states that they only need fifty percent of the bill, and I had well over eighty percent of the bill. They then preceded to insinuate that I was attempting to pass of a counterfeit bill. I left and went next door to XXXX XXXX and they exchanged it with no problem. The tellers, and the manager were both extremely rude. And they also went out of their way to make me feel as if I had done something wrong, when in fact it was them who were not following the federal guidelines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am writing to dispute the following information in my file. I recently received a copy of my XXXX credit report. The credit report showed credit inquiries that I don't recall authorizing. With the Fair Credit Reporting Act Section 611 ( 15 U.S.C. 1681I ), I am practicing my right to challenge this questionable information. I understand thatyou shouldn't be allowed to put an inquiry on my file unless I have authorized it. Please have this inquiry removed from my credit file because it is making it very difficult for me to acquire credit. The FCRA states that the only permissible purpose for pulling someone's credit is for : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Order The following credit inquiries are related to none of the aforementioned permissible TRUIST DEALER SERVICES ( Bank ) XX/XX/XXXX XXXX XXXX XXXX XXXX ( Finance ) XX/XX/XXXX XXXX XXXX XXXX XXXX ( Auto ) XX/XX/XXXX XXXX XXXX XXXX ( Bank ) XX/XX/XXXX XXXXXXXX XXXX ( Finance ) XX/XX/XXXX XXXX XXXX ( Finance ) XX/XX/XXXX Please remove these inquiries from my credit report immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11520
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A