Date Received: 2023-05-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX I was charged a late fee of {$39.00} by TRUIST. They said my recurring payment was not set up properly. On this day I was on the phone with a representative for about 45 minutes and had him make sure my recurring payment was set up properly so that this would not happen again in the future. They were kind enough to refund my late fee on this day and I was thankful for the refund. On XX/XX/ I was hit with another late fee on the same account for my recurring payment apparently not being set up properly. I was under the false positive impression that my recurring payment was set up correctly from my previous customer service conversation and late pay situation on XX/XX/. On XX/XX/XXXX I was called by TRUIST in an attempt to collect a payment on my now past due account ( this was news to me ) I then explained to them that a representative would have helped me set up my recurring payment in XXXX why has it not been paying? They then told me today that my recurring payment was not set up properly and was cancelled ( I did not cancel this nor could they tell me who cancelled it or why it was cancelled ) I then was told about a different method to set up recurring payment today which requires me to send in a signed document ( this was never mentioned to me on my previous interaction with TRUIST in XXXX ) I was charged a late payment this time again of {$39.00} and they refuse to refund me for this late fee even though it is their fault for assuring me my recurring payment was set up correctly but it was not. These kinds of things happened to me when they were BB & T this is very unfair. I'm being penalized for their technical and/or customer service related incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33844
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In XXXXXXXX XXXX XXXX I went to Truist Bank after my parents passed to see what my parents had in the way of CDs or IRAs. I spoke with a lady at the bank and was told my dad had three CDs in the amounts of {$56000.00}, {$58000.00} and almost {$100000.00}. She even looked at me and asked what my father did. I told her he was an engineer. When my sister opened up the estate account, she said there was only {$79000.00}. Over {$20000.00} of this amount was from their checking account. I asked my sister about the difference, she told me they said thats all they had. Since she embezzled money from the company my father worked for years ago, I didnt believe her. She wouldnt share anything and would hang up on me when I asked about statements. She said she didnt have to tell me anything. It wasnt until I wrote her lawyer a letter about her behavior, she would create an XXXX spreadsheet that made no sense. I decided to get a lawyer. So far, I have spent {$12000.00} out of my own pocket. I had poor legal representation and now have to pay her court costs. My brother and sister have disowned me because of what Truist told me. I now have no family because of Truist. Truist has caused me to lose the only family I had left, spent thousands of dollars trying to get to the bottom of it and severe anguish and XXXX. This is so wrong they cant get away with this. I am a widow of a Chief Warrant XXXX XXXX that was in the United States XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Bank entity known as Truist purchased/took over servicing of my mortagage. I did not obtain a mortagage from Truist, they bought my mortgage without my knowledge or consent. I live in XXXX XXXXXXXX XXXX, the closest Truist bank branch is in XXXX, thousands of miles away. Truist sent me an email that mentioned logging onto my online Truist Account, which is how I manage, pay and track my mortgage, will serve as consenting to binding arbitration for any future disputes which may arise surrounding my mortgage. There were no instructions or provisions for opting out of arbitration. I called Truist to inform them of my my non-consent to arbitration. I was then informed that I would be permanently banned from online services with Truist and any log-on or use of online services would constitute my consent to arbitration. I informed the agent that I believed this course of action to be unfair and illegal. I spoke with XXXX XXXX, a " Customer Care '' Supervisor at XXXX XXXX XXXX XX/XX/2023 XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90804
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened an account with Truist Bank. I deposited an online Cheque as a deposit which did not reflect for a few days. When it did reflect it was on a further 7 day hold. I could not wait for 14 days and took the cheque to another bank to cash. The Truist bank returned my deposit and charged me for two returned deposits fraudulently .The Truist bank then cancelled my account and stopped my card in the account in which I had funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I was victim to online theft by someone that was convicted by the US Department of Justice for the charge off on my credit report to serve 10 years in prison. The amount is {$15000.00} from XX/XX/2019. I have supporting documents if needed of conviction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 316XX
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: With Lightstream, I initially applied for a car loan, I initially received approval for an auto loan, and a new account was created with my name, address, and social security number. I provided my banking information and signed the loan agreements in order for the loan to be funded. My bank returned the money because there was an issue with the funds transfer. When I called Lightstream to double-check my information, a customer service agent informed me that Lightstream had changed its mind about the application for which they had previously given its approval. I inquire as to why they changed their decision, and she replies that she is unable to answer that question. I received a notice of an adverse action from Lightstream, and they informed me that they were unable to prove my identification. The loan department at Lightstream checked my identity by pulling my XXXX credit report, asking my employer for paystubs, which I provided, asking for my most recent XXXX XXXX XXXX banking statement, asking for a copy of my government-issued driver 's license, and finally approving the loan after they had received all of my required documentation. According to the Lightstream website, I believed that when my credit report was obtained, my identification was confirmed, and I received an approval, I would then be funded. However, it did not occur, and the justification Lightstream gave for refusing to give me credit was untrue. If you never meant to give me credit in the first place, then there was no justifiable reason for you to retrieve my XXXX report, 15 U.S. Code 1681b - Permissible purposes of consumer reports, and you should request that the inquiry you made be removed off my XXXX credit report. Additionally, the loan information on Lightstream is deceptive and inaccurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: A credit card was opened in my name from Truist bank with {$9200.00} past due balance. I did not open this line of credit or use the credit for purchases. It is fraudulent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43207
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX Washington XXXX DC XXXX Dear CFPB : I am writing to you concerning a major problem Ive had with the bank I use, Truist. Originally the bank was Suntrust, which last year merged with BB & T and became Truist. In Suntrust I had personal checking, savings, business and money market accounts, a CD + two credit cards. The bank was easy to work with. Once it became Truist its been impossible. On XX/XX/XXXX I had emergency XXXX, was in the hospital for 10 days, had XXXX XXXX XXXX throughout the summer, two more times in the hospital, another XXXX in XXXX and recovery through all of fall. One credit card was due on the first of the month and the other on the seventh. Being in the hospital in XXXX I knew I was late on the payments and after I got out I called XXXX to pay the bills and explain why they were late. The man I spoke to suggested joining a program they had to pay your cards and it lowered the interest down to 3 % called the Work Out Plan. It wasnt explained well and said he would send the information and kept asking me to join it. Not feeling well or understanding this plan, I agreed to join since the interest was so low. I opened the XXXX website to look up the Work Out Plan and there was nothing about it. The plan set me up with paying {$83.00} per card each month. I was skeptical. Who was I paying {$83.00} per card to? I received a letter from XXXX dated XX/XX/XXXX telling me they closed a credit card with the last 4 digits of XXXX I didnt recognize. In calling the number on the letter many times someone finally found that the number was from XXXX. I received another letter from Truist about their closing another credit card with the last four digits of XXXX I didnt recognize and that one was also an old card from XXXX. Although this lowered the interest rate it lowered my credit score from XXXX to XXXX in XXXX XXXX and in the upper XXXX in XXXX. I contacted Truist by phone + went to one of the branches many times the get out of this, but I kept being told that once you sign up for this you can not get out of it. I filed complaints to XXXX, XXXX, XXXX XXXX and the Attorney General of the Commonwealth of Virginia who told me to contact CFPD.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22033
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: The inquiry on my account I do not recognize and I want all my credit inquiries removed from all XXXX credit bureau. I dont know how someone have my information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40245
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The lady who was helping me. I am XXXX yr old and XXXX XXXX XXXX so I have trouble getting around. Also XXXX XXXX when I got my social security check in XXXX of this year I noticed someone was using a card to take out cash and make purchases. I immediately called my bank Truist and reported it. They had sent me a new debit card and this lady got it out of the mailbox and started using it. She had gone to the store for me in the past with previous card so she knew pin to enter. I called the bank immediately and gave her name and boyfriends name. Bank refunded one purchase boyfriend made to ex girlfriend but thats all I have gotten back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A