Date Received: 2023-05-02
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I recently encountered multiple issues while opening a checking account with Truist Bank online. Initially, when attempting to create an online account, I encountered technical difficulties that caused the screen to freeze. After repeatedly clicking the button, I was blocked from accessing my account. To verify my identity, the bank requested that they send me a text message, but they were unable to use the number provided as it was registered under a business account. Despite explaining the situation, the issue persisted until I provided a different phone number. Unfortunately, my issues did not end there. When I attempted to log in to set up direct deposit, I received a notification that my account was blocked due to fraudulent activity. I was directed to visit a branch for further assistance, where I was informed that I had two accounts that were closed without explanation. The branch representative instructed me to wait for ten days before calling to request the return of my funds. While I understand the importance of security measures, I find the handling of my situation by Truist Bank to be unacceptable. If the bank closes my account, I expect to receive my funds immediately. Waiting for ten days to request the return of my funds is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75043
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Getting the loan
Subissue:
Consumer Complaint: Someone by the name of XXXX XXXX from Light Stream Loans promised me a loan, but instead by bank account was closed due to bad checks being deposited into my account. XXXX XXXX was submitting the checks but did not inform me the checks were bad. He instructed me to purchase gift cards after the funds were available. I followed his instructions but did not get the loan as I was promised and my bank account was closed due to the checks coming back bad. This is bad business and it is illegal. I should not be made as the guilty party considering I did not right the checks or deposit the checks. I am the BORROWER in this instance, NOT THE LENDER ( Light Stream Loans ). Can someone at Consumer Financial Protection Bureau please look into this for me and find out what is going on?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed a regE dispute for transaction that happened on XX/XX/20 in the amount of {$58.00}. I had a product described to me as top of the line having all these features. The company called while I was in the hospital and described it to me over the phone it was for a nebulizer and at that time I gave them my card number. I never saw anything from the company or anything that before purchase I had to go off the person 's word because of being in the hospital. When I got it and saw that it was the cheapest model that is out there sold on XXXX and other medical equipment companies everywhere for {$20.00} I contacted the company they refused to price adjust, then I said I want to return it they refused to return it, wouldn't let me talk to a manager. Now Truist Bank is saying it's not a reg-e dispute and I don't see how this is not I gave my card number over the phone for a product they described that had features that they talked about that this product that I received is not it basically fraud by deception. I'm feeling this complaint because I know regulation e I was in banking for 20 years and I don't understand why Truist Bank says this doesn't fall under it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17109
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I was not receiving regular bills, resulting in a few late fees ( that were waived ), so I decided to close the account in late XXXX of 2023. I had {$470.00} in cashback rewards, and was told by customer service in their rewards service center that I would have 60 days after closing the account to redeem my rewards ( see attached letter from Truist stating the policy ). I had used the card for years and always had my rewards direct deposited to my personal checking account without a problem until this point. I tried to redeem them several times and always received emails indicating that there was a problem and the money was not deposited ( see attached email example ). I tried at XXXX different banks, and verified that routing and checking account numbers were correct. Here 's the issue : the rewards center folks have a policy indicating 60 days to redeem rewards after closing the account, as I described above. On Saturday, XX/XX/2023, I was on a three-way call with Truist 's reward center and their regular customer service, and learned that those two offices have conflicting policies. The rewards center indicated the 60 days to redeem policy, whereas the regular Truist customer serviced claimed that I forfeited my rewards immediately upon closing the account. Their two policies are irreconcilable. Obviously I would not have closed the account before redeeming my rewards had I known about these conflicting policies, but I was clearly informed by the rewards center ( and the attached letter ) that I could. The bottom line is that Truist owes me {$470.00} and they won't give it to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020, right as we were beginning to understand the gravity and impact of Covid I missed a payment to Suntrust/Truist in the amount of {$290.00}. I had just gotten out of the hospital from XXXX XXXX and had lost my grandmother from a XXXX outbreak in her XXXX XXXX, unable to say goodbye or even have a funeral. I called Suntrust and told them that I wasnt able to process my mortgage and told them that I had been sick and although I tried to pay I couldnt access the system as it was unavailable and I told them that I had been sick. I wrote them explaining I couldnt process my payment online they wrote back and stated they were not reversing their decision and there was nothing wrong with the online system and there was nothing I could do. I am writing 3 years later as I can no longer afford to live with the impact of missing that one payment after knowing others during that time were afford covid relief to miss payments, modify loans and get back on their feet with little to no impact to their credit. I found Truist response to be very cold and not that of an institution that understood the global crisis that we all have witnessed. Now 3 years later my credit score which was above 750 is now down under 650 due to the one missed payment in XXXX. After 3 years of trying to live with the result I finally found the courage to say it is not right for others to benefit while I continue to pay higher interest rates, have anxiety over not being able to be extended credit when I too suffered from XXXX and the bank looked the other way until millions were impacted by it. Please help me to remove this from my credit report so that I can get my life back and stop paying thousands more in interest payments over one missed payment during the beginning of a global pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: My bank was called Suntrust at that time. While at the XXXX FL branch to open a safety deposit box account, a representative suggested that I apply for their credit card which offered a high credit limit, zero interest and zero minimum payments for a period of time ( 15 months ). I did. I activated my card around XXXX and started to avail of the offer to save on interest. A few months later Suntrust became Truist Bank. After about a year I started to look at my statement to check when the promo would end. All my statements from Truist Bank said - Intro period purchase APR : 0.00 % Intro period Balance Transfer APR : 0.00 % Intro Period Ends : XX/XX/23 I expected to start being charged interest effective XX/XX/23. To my surprise, on XX/XX/23, Truist charged me a full month worth of interest ( {$150.00} ). Ive called them, at least, 4 times, each call lasting anywhere from 1-1/2 to 2 hours at the end of each I would be told ( 1 ) When I called on XX/XX/23, after a long winded discussion, the representative told me that she got sent a message and got a response from their credit card department and she was told that there was an error and it would be fixed by the next statement on XX/XX/23. ( 2 ) When nothing happened I called again on XX/XX/23 and after being transferred from one rep to another was told that the charge would be credited. Give it 7-10 business days ( 3 ) When nothing happened I called again on XX/XX/23 just to make sure it was still being processed. The fraud rep sent me to the credit card department and was told that the charge would be waived. Give it 3-5 business days. ( 4 ) When nothing happened I called again today, XX/XX/23. This time I was told that the escalation of my issue was denied and the rep on the phone said they could no longer escalate the issue ; like that's it. I have tried to resolve this over the last 1-1/2 months talking to various individuals at their customer service department, their fraud department and their credit card department. After hours of explaining the situation and each representative reviewing notes from prior calls, I eventually get assurances that this situation would be fixed until my call today, XX/XX/23, where I was basically told that their higher ups have denied the request- as if I was asking for a special favor. I'm just trying to make this right. Now interest is being charged against the fraudulent interest charge of {$150.00} as it continues to sit in my account balance. This isnt a big amount to them but it is to me. Any assistance you can extend would be much appreciated. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Ive been awaiting a response from XXXX XXXX about receiving my funds from my business account they closed subjecting it to fraudulent activity. I was told he would be out of the office for a week but still havent received any follow up. The account was opened under sole proprietor and my social. I had no issues opening the account nor had any issues once my account was funded. I have every document they asked for and Im still getting the run around about my account being fraudulent. I even showed the loan status and that I still have to make payments on. Truist bank and XXXX XXXX has not been trying to comply with me and allowing more time to pass by. I am not a satisfied customer of Truist Bank nor would I recommend their services. I was lied to on several occasions and have not received my funds that are owed to me. I now have no more time to wait or waste. XXXX XXXX and Truist bank have placed my life in shambles for the past years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My complaint is with Trusit Bank. On XX/XX/XXXX I ordered parts from XXXX XXXX for same day delivery. The total was XXXX XXXX Parts were not delivered on the XXXX and were delivered on XXXX instead. I contacted XXXX XXXX to try and get a refund on the fee for same day delivery and instead they provided me with a full refund. Which is the amount of XXXX XXXX They stated that it may take 10 business ' days to post to my account. However, after 10 days I still had not received my money. I contacted XXXX XXXX again and they stated that the refund had been processed and that it was on my financial institution to release the funds. I then opened a claim with Truist and this was middle of XXXX. Since then I have not received any confirmation about the status of my claim nor have I been given a refund. I have multiple emails and statements from XXXX XXXX detailing I was refunded the XXXX $ but I still have not received my money from Truist. At this pint I need to go above their head because they fail to do anything. Excuse my language but they are a XXXX bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29210
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened a checking account with Truist branch under a promotional offer for {$400.00} sent in the mail. I completed all required application steps, met all eligibility requirements, direct depositing more than {$1000.00} in the first 90 days of opening as agreed but did not receive promotional deposit. I called Truist on XX/XX/XXXXXXXX to inquire about missing promotional credit and was told that that the bank would research the missing promotional credit. I contacted Truist a second time on XX/XX/XXXX and a bank customer said that I was found ineligible for the promotion, however this was not true. I was clearly eligible according to the terms and conditions of the promotion ( see attachment ). I read the terms of the account promotion to the customer service representative and spoke to a supervisor but the bank still has not provide the promised promotional deposit. The terms of the offer stated : " Earn {$400.00} for opening a new Truist One Checking account from XX/XX/XXXX through XX/XX/XXXX and completing at least 2 qualifying Direct Deposits* totaling {$1000.00} or more within 90 days of account opening. Enrollment in the promotion is required at the time of account opening using promo code XXXX. Please refer to the Account Opening and Enrollment section below for instructions. *A qualifying Direct Deposit is an electronic credit ( greater than {$0.00} ) of your salary, pension, Social Security or other regular monthly income deposited into your new checking account by your employer or outside agency. Transfers made from one account to another or deposits made via a branch, ATM, online transfer, mobile device, debit/prepaid card number or the mail are not eligible direct deposits. Offer Eligibility : Offer is only available to individuals who received a direct communication from Truist. Clients with an existing personal checking account with Truist or who have closed an account with Truist on or after XX/XX/XXXX are not eligible to participate. Account holder must be XXXX or older at the time of account opening. Truist employees, Directors, Officers, and Local Boards/Advisors are not eligible. Offer available only to US residents with a valid US taxpayer identification number. The qualifying checking account must be opened in a Truist branch. '' All conditions have been met and the promotion should have already been processed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A previous complaint was filed on XX/XX/ # XXXX. I have now received another letter from Truist dated XXXX that does not resolve my issue. I need to pay off my mortgage with them THIS WEEK. After being on hold with the XXXX XXXX department with Truist for XXXX minutes this morning, XXXX answered my call and once again wanted me to call the XXXX XXXX Department. I tried to request a current payoff statement with Truist again on-line and received a message that they could not release a payoff statement at this time. I have been more than clear in my many phone calls to Truist that I want to pay off my mortgage with them, yet they continue to hold my insurance funds of {$330000.00} in a restricted escrow account. In addition, they state that " a new check will be issued for 25 % of the insurance loss proceeds received up to {$10000.00} ", after repeatedly explaining that all funds sent to them should be applied to my loan and that I need a net payoff statement with those funds deducted. Also, I have told at least XXXX Truist employees that I have two additional insurance claim checks totaling {$33000.00} that I want to send them towards my payoff. I get answers like " I have no idea what to do with those funds ''.
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: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A