Date Received: 2023-06-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Dear Truist Bank, I hope this message finds you well. I am writing to request a refund of {$80.00} that was charged to my checking account yesterday. As a dedicated member of your institution, I have always trusted in your commitment to providing exceptional service. Unfortunately, I recently experienced some unexpected and difficult circumstances related to my father 's health. As a result, I was not aware that the assistance I received would come at a cost, and I can not afford the additional fee at this time. I am barely able to stay afloat financially, as I am constantly traveling back and forth to the hospital and trying to provide for my XXXX young boys. I am deeply saddened by the way I was treated over the phone by supervisor. They were not understanding of my situation and made me feel humiliated for asking for help. I understand that mistakes can happen, and I am hoping that you can find it in your hearts to assist me during this difficult time. I appreciate your understanding and look forward to resolving this situation as soon as possible. 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: 32714
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I tried to open a Truist account about a year ago but for some reason I was told that I have an account with Suntrust which is false. I need this fixed immediately. Your customer service does not exist so every time I call Truist I get put on hold and no one answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Truist has hidden the FACT that my account was hacked at least {$5000.00} around XX/XX/2023. My car payment was not processed due to insufficient funds although there were sufficient funds per my records and on theirs via phone conversations and past bank statements. On XXXX XXXX XXXX, they alerted me of fraud. Over the phone they admitted my account was hacked/compromised and refused all along even with XXXX forms of photo IDs at several branches in XXXX XXXX to provide me online banking access. The bank closed the account, credited me overdraft fees that should have never been assessed, and only printed INCOMPLETE bank statements for XXXX and XXXX, omitting the dates when the account was depleted of funds by a hacker. Even while at my visit to XXXX of the branches I heard XXXX of the bankers say how much did they take meaning someone else pulled out the funds, and that my phone had a virus and that THEY could see everything!! I did noticed that and from a XXXX man I had met called XXXX, a known criminal as a later found out, and the one that was first in question the first time I went to the branch to unlock my online access. They claimed my XXXX transaction was done somewhere else than where it actually occurred!! Preposterous! Now they claim recently that they can not provide me with any bank statements because they closed the account WITHOUT MY APPROVAL and they actually had REFUSED to let me close the account while I still had funds! This has caused me insurmountable pain and anguish, losing my business, my car, and now Im homeless because of their utter lack of transparency and occult practices!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My wife and co-owner of the bank account went to log in on the Truist website. She received a notice that the account was compromised and that they would call her. She had been phished and over the course of half an hour, she downloaded software to the computer that gave the scammers access to the computer, and she gave them login information. We got Truist to freeze the account before any funds were removed. They told us we could come into the branch to fix the problem. When we arrived at the bank, we were told we had to open a new account ; however, our old account was grandfathered, and this new account had several fees, most notably atm fees, but additional checks and other fees were associated with the account. When we suggested we wanted our old account but with a new number, we were told we had to open a Truist One account ( the other was Signature Advantage ). When we protested, we were told that the only way to keep the features of the old account was to sign a statement saying we did not hold the bank liable for any future fraud. I understand that banks change products occasionally, but requiring an account that was compromised in a data breach to be switched to a whole new account structure is not reasonable. Since we have no choice but to stop using the old account, the new account should have the same fee schedule and benefits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/23 I received a phone call by an alleged police officer and a scam XXXX request for payment of {$5000.00} for an alleged bail bond for an employee. After authorizing the transaction I immediately contacted Truist Bank and advised that I had been defrauded. They refused to take the dispute for a day and a half until after the transaction had posted. They then waited 5 days to initiate the process of contacting the receiving bank and refused to tell me which institution had received the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32119
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Truist BB & T incorrectly reported a late payment to each credit bureau which is shown on my credit report. The company claims that everything is accurate on their end, and verified that each payment has been made on time. I have filed a dispute through the company as well as directly with each bureau and each time Truist BB & T claims the information is accurate when it is not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60532
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: XX/XX/2023, I made a bill payment from my XXXX checking account to my Truist checking account in the amount of {$250.00}. {$250.00} was deducted from XXXX XXXX to Triust online no XXXX. After many calls and in-person visits to Truist they can not locate this bill pay amount. I verified with both banks that I used the correct routing and checking account number for Truist. So now, {$250.00} has been deducted from my XXXX checking account but never showed up in my Truist checking account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 181XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, I deposited a check from my homeowner 's insurance company into my Truist checking account. The check was deposited via the Truist app and was from XXXX XXXX Bank. On XX/XX/XXXX I received a message from Truist stating that a " hold '' had been placed on the check until XX/XX/XXXX. The only explanation I was given was " questionable collectability. For nearly three weeks, I have been trying to obtain a reasonable explanation for what was " questionable. '' I have spoken with XXXX call center employees and supervisors, my local branch manager, area manager, and have now escalated the issue further. To date, Truist has offered only excuses, corporate rhetoric, stonewalling, and lies. The most recent example of the bank 's refusal to answer a simple question was a response allegedly from their fraud department stating, " It's confidential. '' That's just 'bank speak ' for we're not going to tell you because we have something to hide. Truist 's antics have cost me a considerable amount of time, delayed important work on my house, and been a true exercise in frustration. It's a simple question : What was wrong with the check, and why in XXXX with all of the banking technology available did it take TEN DAYS to figure it out? And why is the best answer Truist can provide " it's confidential? ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am deeply dissatisfied with my experience at Truist Bank. Despite having an account with them, I never received a card to access my account, and they charged me fees which were later waived. On XX/XX/2023, at XXXXXXXX XXXX, I visited the branch to deposit a check in the amount of {$340.00} to my account. The bank teller deposited the check without informing me that there would be a 10-business day hold on the funds, preventing me from accessing any of my money. To exacerbate matters, the branch manager has been unresponsive and provided me with misleading information. The bank 's policy, which was supposed to be explained by the teller and highlighted on the receipt, was not adequately communicated. Moreover, Truist Bank is currently unwilling to release any portion of the funds or allow me to stop payment or return the check. This has placed me in a difficult financial situation, and their lack of cooperation and unavailability since the incident is deeply concerning. Bank location XXXX XXXX, XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34652
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-20
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I believe my denial is personal with Truist Bank or am being penalized for being an excellent payor. I had an auto loan with Truist in which I paid in full in XXXX. However, I could not reloan with Truist to purchase another auto with XXXX credit score and IDR {$0.00} payment student loans. Fast forward today, XX/XX/XXXX, Truist has a problem with " XXXX '' ( my record states XXXX ) credit score and student loans being forgiven. States due to {$1000.00} mortgage and student loans XXXX is 88 %. I have documentation stating student loans have been forgiven due to XXXX v. XXXX in which I provided the loan XXXX -- both are in process mode. Underwriter countered and stated credit report needs to show XXXX balance for forgiven loans and did a " song and dance '' on the XXXX in which loan was unlawfully denied. In other words, the underwriter noted the federal government 's notice that student loans have been forgiven is a misnomer and that the only legal notice is a XXXX balance on credit report which can take months to effectuate. For reference the new purchase is {$29000.00} with {$26000.00} being given as a trade-in and only {$32000.00} left on the present loan with my credit union XXXX Also, not sure future COLAS were taken into consideration. Interest rates matter in this financial climate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35244
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A