Date Received: 2023-05-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Dear CFPB, I opened the small business checking account as Sole proprietor under my SSN with Truist bank. Prior to the account opening, I have existing business checking accounts with the bank as following : XXXX under EIN, and Sole proprietor under another EIN. Each account is separated entity. I was denied for their promotion with the reason as : " The Business Employer Identification Number or Taxpayer Identification Number is linked to an existing Truist business checking account and is not eligible to participate in this promotion. '' I have not had a business account with Truist with the same Tax Identification Number or EIN before. Thus, this is very difficult for me to understand their denial reason. Per their term and condition for the promotion : " You must be a new Truist business checking client. To be considered a new business checking client, the business can not have an existing Truist business checking account or have closed a Truist business checking account within 180 days prior to the promotion start date ( on or after XX/XX/2022 ), with the same Taxpayer Identification Number ( TIN ), including but not limited to an Employer Identification Number ( EIN ). ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27560
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023 I opened an account with Truist. I deposited {$1100.00} into the account. Later on that Day I XXXX a person some money, a few days later I seen that the account was locked. I goes to a branch too see why was it locked. They said that it was due to fraudulent activity on the accounts when I never used it but once. Its been almost 4 months since I have been without my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30045
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I followed an online promotion from Truist for a {$400.00} bonus for opening a personal checking account. I completed this online and then set up online access. Their system submitted trial deposits to my current bank, which we submitted successfully. One day later, I attempted to verify the trial deposit amounts and was told my account was blocked for fraud. There are zero transactions, not even an opening deposit on this account. I was on the phone several times speaking to overseas reps who continued to say either the account was blocked or closed, but I never got a consistent answer. The six phone transfers were always to the wrong department ; at one point, I was sent to the XXXX XXXX XXXX. ( Please see recordings attached ) Accordingly to other individual comments/reviews online, Truist is doing this to combat paying the {$400.00} account opening bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/23 my son 's and my joint account was compromised via his debit card by XXXX on XX/XX/23 and apple cash on XX/XX/23. We recognized it and reported it via telephone on XX/XX/23. The XXXX XX/XX/23 charge was {$200.00}. The XXXX XXXX charges on XX/XX/23 were {$100.00} and then {$200.00}. The XXXX charges were reported while they were still pending. It also important to note that XXXX XXXX is not sent up on either of our phones. My son filled out the affidavit that was sent to him by email. Another affidavit was sent to him in the mail at home. He goes to military school and serves in the XXXX. When he didn't receive or return the affidavit that was sent to his home address ( we thought that the email affidavit covered all charges ), Truist debited his account back for the two XXXX pay amounts {$100.00} and {$200.00}. He then called them in early XXXX to re-dispute the charges. This time they sent the forms to him by email and he signed them. He has contacted them several times and they just say they are investigating. So, we are at an impasse. Truist has lax controls over their cards and fraud. We reported this while the charge was pending, and Truist didn't take action and block the charge. Trusit has taken advantage of my son 's limited access in military school and serving in the XXXX to run out the XXXX XXXX dispute timeline. Disgraceful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I received a promo mail from Truist. The piece of mail invites me to create a checking account with them and get {$400.00} if I qualify. The offer is for someone who received direct communication from Truist ( for me via mail ), someone who has never had a Truist account ( I never did ), open an account between XX/XX/XXXX through XX/XX/XXXX, and to set up a direct deposit totaling {$1000.00} within 90 days of opening account. I did all of those and added the promo code to my account. I opened an account on XX/XX/XXXX, set up direct deposits through my employer ( XXXX direct deposits of {$500.00} each during month of XXXX ). I called Truist on XX/XX/XXXX to see if I met the requirements. The rep said yes and I will get {$400.00} bonus in XXXX weeks. On XX/XX/XXXX, I received an email saying I did not earn the bonus as I didnt meet requirements for offer. I was confused because the promo mail ( attached ) clearly states in 3 steps what I need to do and the fine print highlights the offer eligibility. Very misleading. Plus no explanations of how I didnt meet the requirements. I told my husband before all of this that we might make Truist our joint checking account. But after this deceitful promotion. Im not recommending Truist to anyone I know and Im closing my account as soon as my last direct deposit hits. My first experience with Truist was terrible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a Truist One Checking Account in XXXX after being targeted by a advertisement on XXXX. The ad stated that I could " earn {$400.00} with a new Truist One Checking account. '' The terms of the offer as advertised included : - Complete at least two qualifying direct deposits, totaling {$1000.00} or more and be made within 90 days of account opening. - Enrollment require at time account is opened using code XXXX. - Available only to US residents with US Tax Payer ID with mailing address in AL, AR, GA, FL, IN, KY, MD, MS , NC, NJ, OH, PA, SC, TN, TX, VA, WV, or DC. - Account must remain in open and in good standing until the reward is processed. The terms further detailed award forfeiture, stating " forfeiture will occur '' if : - the checking account is changed to an account type not included in this client offer - the account is closed prior to the reward being processed- the new account has a negative available balance at the time of qualification validation After reading these terms, I opened the account using the code as directed and received notification via email that I had opened the account and was enrolled. I then received notification last week that the account bonus was not earned. When I asked why, I was transferred to multiple customer support specialists- all of whom were unable to tell me why. The account remains open and in good standing through today, has never had a negative balance, and has received multiple direct deposits in the amount of $ XXXX {$510.00} per each ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) which total well above the {$1000.00} requirement. I have not changed the account type ( it is still the original Truist One Checking account I opened in XXXX ), direct deposits were made within 90 days of opening that exceeded the required total, I am a US resident with a US Social Security # and mailing address in PA. All stipulations and requirements have been met and nothing has been done to forfeit the offer based on the terms communicated and advertised at account opening. After I explained all of this over the phone and the multiple agents struggled to determine the issue, I was promised someone would get back to me within XXXX business days after they had the chance to investigate further. I received the callback this afternoon. The agent ( XXXX XXXX from XXXX, TN ) was rude and unhelpful. She told me that my account violated the terms because it had a negative balance in XXXX. I explained that the account has never had a negative balance ( and I confirmed again that the account has never been and is not currently in a negative balance ) and that a simple review of my statements would prove that. She continued to argue that it didn't matter, that the account did not receive the promotional bonus, and they would not be honoring the advertised promotion. I expressed that I followed the terms of the offer and read them to her verbatim from screenprints I took from the ad. She dismissed me, said it didn't matter, again argued that my account had been in a negative balance, and then abruptly hung up on me when I expressed that I would file a complaint with the CFPB if they didn't uphold their end of the deal. Given she hung up on me and the issue still has not been resolved after multiple conversations, at this time, I am opting to file the complaint with you all as the bank is leveraging unfair and dishonest advertising to con customers into opening new accounts, depositing funds, and setting up direct deposits to their bank only to refuse payment of the terms agreed upon at the time the account was opened. I am asking for your help to hold them accountable for this and to compel them to make good on their promise as advertised. Please note that I am also not the only customer having this issue. There are several of us that have gone back to their ads on XXXX and called out these issues in comments to their ads. In all cases, multiple people state the same issue : Truist is advertising one thing to get us to deposit our funds with them and then pulling a bait and switch once we're in the door. Unfair, deceptive, and very sketchy behavior. Please let me know if you need any further information from me to investigate further or to proceed with this complaint. Happy to provide whatever is needed to ensure Truist is held accountable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The company in question is Truist Bank On or about XX/XX/XXXX someone tried to make an unauthorized purchase of {$250.00} with my chipped debit card. The bank caught this and deactivated the card and issued me a temporary card on XX/XX/XXXX. On XX/XX/XXXX while waiting for my new chipped card, someone used my temporary card to make 3 out of network atm withdrawals about 30-40 minutes from my house, totaling {$800.00} ; not including fees and over drafts. XX/XX/XXXX I noticed the withdrawals and immediately went to my local branch, where they deactivated the temporary card and issued me a second temporary card. I was unable to make the fraud claim then, because the transactions were " pending ''. XX/XX/XXXX I started the fraud claim, as the transactions had posted. XX/XX/XXXX I called the fraud line and found out my claim was denied but wouldn't explain why. I then went to the local branch to speak with the manager. The manager called and they denied the claim because they said the withdrawals were done with a chipped card. Which was impossible because mine was deactivated, and temporary cards do not have chips. So, we made a new claim/resubmitted the claim. XX/XX/XXXX still no refund and I find out my claim was denied for the second time because " I didn't report it lost or stolen ''. Obviously, it wasn't stolen, it was skimmed and cloned, unbeknownst to me at the time and I reported this on XX/XX/XXXX and had the official claim opened on XX/XX/XXXX when the debits posted. XX/XX/XXXX - XX/XX/XXXX I continue calling their fraud claims line to have my claim escalated a third time. XX/XX/XXXX I filed a police report in the county the fraud happened in and emailed this to the bank 's fraud department. XX/XX/XXXX I speak with the bank manager again and he filed a complaint on behalf, against the fraud department and said he would contact me no later than Tuesday XX/XX/XXXX. XX/XX/XXXX I found out the police report I made on XX/XX/XXXX, in the county the fraud occurred in, was rejected. The report needed to be done in my county due to the nature of how bank fraud works. It's considered to have been done at my residency, so I made a new police report in my county. XX/XX/XXXX I had to initiate contact with the bank, as no one had reached out to me. I informed them of the new police report. XX/XX/XXXX issue is still not resolved, and the bank has never, not once, initiated contact with me and continue refusing to honor my claim.
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: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have not supplied proof under the doctrine of estoppel by silence, Engelhardt v. Gravens ( mo ) 281 SW 715, 719, I presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72209
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was with a group of XXXX from XXXX XXXX XXXX from XXXX ( 2023 ). During this time, my debit card was stolen from my purse and used twice ( i.e., she took it from my purse, used it and then did it again ) ; hence, I never knew my debit card was used until I went and looked at my account on Monday morning. I contacted several of the stores, and even went to XXXX XXXX. The Managers at XXXX, and at XXXX described the person who made the transactions. The description matches that of XXXX XXXX, a XXXX that was recently expelled from the XXXX XXXX XXXX. XXXX XXXX was the only person close enough to me to have done this. I am legally XXXX and require assistance with reading things. So, XXXX was at my mom 's home with me and did go several places with me. I reported all of this to XXXX XXXX, Director of the XXXX XXXX XXXX, and also to the XXXX XXXX Police. The transactions include XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX XXXX. XXXX XXXXXXXX XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX XXXXXXXX XXXX. XXXX XXXX XXXXXXXX XXXX XXXX XXXX Truist Bank denied some of the claims, and is still investigating others. I have been advised by Attorney XXXX XXXX to file this complaint ; and I have also reached-out to the Attorney General 's Office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I was scammed into sending partial of my closing cost to a fraudulent account through wire transfer. The amount was {$33000.00} Thankfully the receiving Bank was XXXX and the froze the fraudulent account and held the money. My bank which is Truist claims that theyve been requesting the money back but chase bank is also claiming the they havent received a request from Truist. The frustration for me is there nothing I can do on XXXX side because Im not a member at XXXX and I really cant trust their communication with XXXX on the line
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A