Date Received: 2023-04-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Truist XXXX 2023 Small Business Checking Offer was supposed to pay out {$400.00} as a promotion when {$1500.00} worth of deposits were made. Truist customer service stated I was eligible and hit the promotion target but then got an automated email that I did not complete the requirements ( I did ). Customer service states there is nothing they can do. After walking through the terms with them, gaining alignment, and showing the transcript proof of customer service rep saying I was good to go, they still stated they could not do anything. I have photos of eligibility and proof that I hit the qualification criteria. They stated the terms said balance must be greater than {$0.00} however my terms ( see attached ) just stated the account could not be negative ( which it was not ). They recently added the new terms ( must have XXXX XXXX in the account ) after the fact when checking for completion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted Truist about a change in insurance carrier. I was told at loan origination that after a year of on time payments I could apply to drop escrow for insurance and pay the insurance carrier directly. But now Truist told me that I am not allowed to pay the insurance carrier directly " because the Department of Veterans Affairs requires escrow on all loans. '' I have contacted the Department of Veterans Affairs at their XXXX XXXX national hotline and been told that this is entirely untruthful. However Truist also has refused to recalculate my escrow based on the new lower insurance premium. Truist has also refused to let me try asking a supervisor. I could easily address this myself directly with the insurance carrier, if only Truist would be more truthful in their lending and escrow practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23518
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Charged {$3.00} for paper statements that was not properly disclosed when opening the account. I have called Truist to fix it, but they have had me on hold for 23 minutes and I have yet to speak to anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: On XX/XX/2023 I filed a complaint against Truist Bank for withholding by overage payment and my GAP refund as the account was closed the beginning of the new year. In addition the GAP refund has been cashed by Truist on XX/XX/2023 and no one is providing me any updates except for telling me I will be getting a follow up call in " 3 business days ''. I believe it is now 4 weeks of waiting and I still have not got a call. The only information I have been told is that they forgot to send my overage, and then when it was manually initiated it got rejected. I was also told that some clients are waiting over a year for their GAP checks and that their cancellation department is very flawed and behind. Upon filing my complaint, the GAP refund was sent and overnighted to me, but the overage was still not sent. I received the GAP refund check and cashed it, and figured I was done and I would just wait until my overage arrives. Today, XX/XX/2023, the GAP check was cancelled and reversed out of my bank account, according the rep at my bank. I have called Truist and they have informed me that they have no clue why and they can give me an update in 3 business days. In addition, they told me they did send the overage but they sent it to the wrong address because they did not copy my full address correctly and I need wait 15 business days for them to correct their mistake on their end. Truist is providing no information to me and it seems as if once the complaint was closed they reversed their payment after. I am owed $ XXXX on the GAP refund and $ XXXX on the payment overage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Can I get check images for check numbers XXXX, XXXX, XXXX, XXXX, XXXX and XXXX? The dates should be on the PDF I've attached. Again you're communicating with XXXX XXXX not XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28602
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check for $ XXXX at my local Truist location. As she gave me the receipt, she told me that there would be a 10 day hold. I called later to find out why there would be a hold and they said they needed to verify the check. The check came from the XXXX of Minnesota. I asked if we could call together and they said no, they have to call on a recoded line. I asked what number they were calling and they said they couldn't give it to me. I told them that I found a number online with the State to verify checks. They told me they would work on it and get back to me. I called later in the day and they said that no one would help them verify it. I asked which number they called because I called the one on the website and that lady said she could verify and she answered on the first ring. I was told they were too busy to help and to call back tomorrow. I called back the next day and was told again, that no one would help them. I asked if they could verify the number they were calling or if I could give them a different number where I spoke to someone. They said no, and to stop calling. They said they would keep trying and they would call me when they spoke to someone. This is a government check, with multiple verification items on the actual check. This money was for my wedding that is in XXXX weeks and vendors need to be paid. They were rude and because I went to the branch, the XXXX customer service people said they can't help only the branch because the branch is the one who put the hold on. Online it shows the deposit and then right after they removed it and put the hold on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was appointed me XXXX and XXXX of my incapacitated cousin effective XX/XX/XXXX. She is the sole heir to her deceased sister who has a {$42000.00} loan with Truist secured by their home. I mailed and personally delivered the court documents to BB & T and Suntrust ( now consolidated and acting as Truist ), and also to Truist. Since XXXX, Truist has ignored the court documents and refused to acknowledge me as the guardian and conservator for my incapacitated cousin. I have continued to pay the monthly fixed mortgage payment and Truist accepted the payments until XX/XX/XXXX when they began returning the mailed payments to me and online payments to the bank. They are now claiming no payments has been made since XX/XX/XXXX and is auctioning the house on XX/XX/XXXX. In response to a letter dated XX/XX/XXXX to the deceased cousin stating To bring your loan to a current status please remit {$8000.00}, I mailed Truist a check for {$8000.00}, certified court documents showing the incapacitated sister as the sole heir of the deceased sister and appointing me as guardian and conservator of the incapacitated sister. I also included a copy of the XX/XX/XXXX letter from Truist. In response, in a letter dated XX/XX/XXXX, Truist returned the {$8000.00} check and stated This check is being returned due to no valid loan. The letter from Truist included the wrong loan number and property address. As I have done since XXXX, I sought an explanation for the check being returned, but Truist refuses to confer with me or my attorney. I believe this is a tactic to steal my cousins home, which is completely paid for, except for the {$42000.00} owed Truist. I timely paid the loan since becoming guardian/conservator for my cousin. I am and have always been willing and able to pay what is legally owed to bring loan to current status and stop the auction, but Truist refuses to allow me to do so and to discuss the loan with me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've had a mortgage loan with SunTrust, now Truist bank, since XXXX and my payments were on time. In XX/XX/XXXX I took advantage of the Covid-19 forbearance program for the first time, the balance of my loan before this was {$370000.00}. Additional deferred payments with the forbearance program were XXXX, XXXX, and XXXX. Meanwhile I made payments for XXXX, XXXX, and XXXX in fear of having to owe too much at some point ; I was not aware that there were options of repayment arrangements with the forbearance program. Most of the representatives I communicated with did not clearly have enough information pertaining to the program and there was lack of information from one agent to another. I attempted countless times to reach out to loan officers I was assigned to for guidance during the forbearance period, in order to better understand the program but without success ; calls and email were never returned/replied to. I inquired about the forbearance program again in XX/XX/XXXX, I was informed that I could still take advantage of the program and that the payments will be pushed at the end of the loan term as lump sum or payment arrangements just like the first 4 deferred payments ; information I was told was incorrect afterwards, but they could not correct that. Consequently, my 30 year mortgage loan ended up being modified to a 40 year loan, hence extended finance charges even though the new rate was slightly lower than the original rate. I also had numerous questions during and after the loan modification, pertaining to the new loan balance and to some transactions, none of the agents seemed knowledgeable enough to answer my questions ; I was advised over and over that an agent in the home preservation department or the assigned loan officer would contact me, no one ever did, and my calls/email were in vain. On the other hand time sensitive documents, including trial payments paperwork were sent via regular mail and lost in the mail a couple of times. The entire process with SunTrust was complicated, time/energy consuming, and truly stressful. Many times I would call and be placed in a call back queue, but when I got a call back the representative would be quiet on the phone pretending not to hear me even though I heard noises from their end, and then they would hang up on me. I resumed mortgage payments in XX/XX/XXXX, initially with " 3 trial payments '' then, regular payments with loan modification, which in itself was a super long process and exhausting as well. The regular payment resumed in XX/XX/XXXX and the loan balance then increased to {$390000.00}. Ive attempted to review the new balance with a loan officer to get details of the {$17000.00} difference to no avail. In XX/XX/XXXX Truist transferred my mortgage loan to XXXX XXXX XXXX XXXX based in California. My thoughts were that that move was a camouflage in order to cover up the mismanagement of my loan. Prior to that I thought of contacting the Consumer Financial Protection Bureau several times about my experience with SunTrust/Truist bank in an attempt to get assistance but due to busy schedules I was not able to ; and when the loan got transferred to XXXX, I became reluctant thinking it might be complex since they no longer had the loan. However, when I received the 1098 with a XXXX discrepancy in the outstanding mortgage principal reported and I called but the representative I spoke with couldn't explain where the discrepancy came from as usual, that triggered me to take a course of action - I felt like that was another confirmation that SunTrust/Truist mishandled my mortgage loan. I did receive an updated 1098 in the mail, but as per usual without an explanation as to why there was a discrepancy ; I was promised a call for an explanation, but I did not receive any thus far. Recently, I received another notice that my mortgage loan was being transferred from XXXX XXXX XXXX XXXX to another company by the name of XXXX XXXX XXXX XXXX again starting XX/XX/XXXX, out of the blue. The notice came after XX/XX/XXXX, and I my XXXX payment was made to XXXX on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21771
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: 3 weeks ago I zeroed out my account with Truist and went into my local branch to close my account. I was told by the bank representative that my account was closed. However, rather than actually closing my account they allowed a debit to my account and have charged me overdraft and maintenance fees. This is unethical. I called the bank and they refused to cancel out the fees or close my account for good despite me offering to pay the debit and not the fees. Again, I find this incredibly unethical.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I am being charged a {$20.00} maintenance each month and Ive continuously been given misinformation on how to avoid this fee. I was initially told by several employees that a direct deposit of $ XXXX would allow me to avoid this fee, which I did. After still being charged, I reached out to Truist and was informed I had to direct deposit $ XXXX. Ive since increased my monthly direct deposit to {$3000.00} and am still being charged. Ive asked several times for a fee schedule and am being told it doesnt exist. At this point, I can only assume Truist is intentionally misinforming consumers to charge additional fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A