Date Received: 2023-04-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I XXXX XXXX contacted XXXX multiple times about fraudulent activities on my Trusit checking account ending in XXXX. No one gave me a fair invistigation and I talked to XXXX from Truist and explain the fraudulent activity I noticed.XXXX XXXXXXXX stated to that I would of got a call back from a supervisor. I XXXX XXXX never got a call back from anyone in truist bank at all. I also stated to XXXX to have the bank rewind the camera from the atms to verify that I was not the person who used my stolen debit card.NO one from Truist still has not contacted me in months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I've had problems with the merger of SunTrust and bb & t banks... The bank is truist bank... Truist bank has giving me such a hard time especially be an up and coming new small business... Truist made it difficult for me to open an account stating it was verifying my address... Which is the address on my state id. the address I'm registered to live at as a felon in the state of Florida... Then I was pre approved for a line of credit and loans which I completed application for through the mobile banking ... Then I go into the branch to get everything settled and they say I was denied and gave me no reason to why ... Then I go through and start my business anyway and during the scouting for positions in my small business I used surepay payroll a service provided by contract with truist... They made about 6 direct deposits for my payroll but then the last one they said they don't wan na provide payroll for my company and they won't tell me why...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/2023 I was a recent victim of identity and financial theft while on a spring break trip to XXXX XXXXXXXX Florida from XXXX XXXX XXXX, 2023. My phone was stolen two days before I returned to my home in XXXX XXXX, Maryland. The professional criminals who stole my phone were able to hack into all my accounts ( Truist Personal Checking and my XXXX Account ), maneuver monies out of my Truist account via XXXX and XXXX, ulitamtely defrauding me of my entire life savings, totalling {$5800.00} USD. On XX/XX/XXXX, around XXXX, my phone was stolen. I was with my college friends at a restaurant/club ( XXXX XXXX XXXX in XXXX XXXX XXXX and I used my phone at approximately XXXX to call an XXXX to take us back to the XXXX. As soon as the XXXX pulled away, I noticed that my phone was gone. I was upset but, at this point, had no idea that I had lost -- or was about to lose -- -much more than my phone. The next day, XX/XX/XXXX, I filed a police report with the XXXX XXXX police. I reported that my phone had been lost or stolen. I said I did not want to press charges because I did not know that my accounts were being hacked and my money was being drained from my accounts. On XX/XX/XXXX, the day I departed XXXX XXXX to return to my home in Maryland, I went to the airport early in the morning and attempted to withdraw funds from my bank account, using my debit card. I still had my driver 's license and debit card with me, as they were in my wallet in my back pocket the night my phone was taken. The ATM machine at the airport alerted me that there were Deficient Funds to execute this transaction. At this point, I became very concerned, as I knew that my balance before I left for spring break exceeded {$5000.00}, including the funds I kept in XXXX. I borrowed money from my buddy at the airport to buy breakfast and, when my mom picked me up In Maryland after I landed, I immediately called a customer service representative at Truist Bank, which is where I keep my Personal Checking Account. My fears were confirmed. I was told that every penny had been drained from my account. I subsequently and immediately initiated a Fraudulent Claims Case ( # XXXX ) via Truists Fraud Department. On XX/XX/XXXX, the next morning, I went into my local branch, in XXXX XXXX, to file a claim. The total amount defrauded through a series of unauthorized transactions was {$5800.00}. I was told the bank would most likely stand behind this, as this was a clear case of fraudulent and unauthorized transactions. I I have tried for the past three weeks to work with the Truist Fraudulent Claims Dept to recoup the funds that were stolen from my account. Despite the blatant and documented evidence of fraud, the Truist team continues to assert that all transactions occurring on the two days following the phone theft were authorized. The transactions may have been authorized, but they were not authorized by me. Their denial of responsibility is alarming, egregious, and a complete misrepresentation of the facts. I am very frustrated by the lack of transparency and follow-through that has accompanied Truists investigation into this case. Every time I call -- -- and I have called often -- -I am forced to deal with a different customer service agent who does little more than read a vaguely worded explanation/denial prepared by someone else, failing to provide me with credible or specific information that explains their specious denial of fraud. I have been told multiple times that a supervisor will call me back, and I have gotten exactly one call back to date. I have asked for a detailed explanation of the denial, and I have been given nothing more than the words the transactions were authorized. This is a clear misrepresentation of justice, and I feel like a pawn in a system that is failing me. I was a victim of identity and financial theft. I am now a victim of a bureaucratic attempt on the part of Truist bank to dismiss my case without due investigation into my claims. I have not been afforded due process under the law. Clearly, I did not authorize the transactions. I also have not been provided with any rationale as to why the claim is being denied. I will now outline and document the events that comprise the fraud that led to the defunding of {$5800.00} USD from my accounts : XXXX. {$3000.00} ( {$2900.00} + {$150.00} ) was taken from my Personal Checking account and sent via XXXX by unknown perpetrator XXXX XXXX to unknown perpetrator $ XXXX on XX/XX/XXXX at XXXX XXXX and XXXX : XXXX XXXX respectively. This is an UNAUTHORIZED transaction. Please see attached Document A and B. XXXX. {$2100.00} was sent on XX/XX/XXXX via XXXX from Truist Account to unknown XXXX. This is an UNAUTHORIZED transaction. Please see XXXX XXXX XXXX. XXXX. {$560.00} was instant transferred on XX/XX/XXXX at XXXXXXXX XXXX from XXXX to Personal Checking Account ( ... XXXX ) and then exported ( Transfer Amount {$560.00} + Fee of. {$9.00} = {$560.00} ). This was an unauthorized transaction. Please see Document C. XXXX. {$120.00} debited from Personal Checking Account. While the Fraud Team determined that a chip was used to make these withdrawals, this is not possible as I was in possession of my bank card and still possess the bank card in question. All debited transactions listed below ( a-g ) are unauthorized. {$14.00} XXXX XXXX {$29.00} XXXX {$10.00} XXXX {$24.00} XXXX XXXX {$14.00} XXXX XXXX {$9.00} XXXX XXXX {$9.00} XXXX XXXX {$8.00} XXXX XXXX. The two filed police incident reports ( attached ) further support the claim that fraudulent activity occurred. There are two incident reports on file. I filed the first incident report on XX/XX/2023, reporting phone theft. I did not know that there was identity and monetary theft as well. I was and still am in possession of all other credit and banking cards, as well as my drivers license, as these cards were in my wallet in my back pocket. I filed the second incident report on XX/XX/2023. At this time, I reported that fraudulent withdrawals totaling {$5800.00} USD had been made without my authorization from all my personal accounts. XXXX. Unauthorized charges were made on my XXXX XXXX XXXX for {$4000.00} USD. XXXX XXXX determined these charges were not authorized by me, and the money was returned to my account. Please see Document D. XXXX. My account continues to be hacked. I closed the original account and opened a new personal checking account, but these criminals are still trying to gain access to my funds. There are multiple failed attempts to withdraw funds from my old account and my new account. Please see Document E. It is confounding to me how there is any uncertainty surrounding the fraudulent and criminal nature of these withdrawals and transactions. Furthermore, I wish to file a complaint against Truist for its failure to halt these fraudulent transactions while they were occurring. It is the responsibility of Truist to red flag fraud. Truist employs dedicated teams and departments whose expressed function is to stop unauthorized transactions before they cascade to this egregious level. At no point did Truist intervene or alert me to these excessive and questionable withdrawals and transactions. Despite the alarming number of attempted and failed withdrawals from my personal accounts, Truist, at no point in the 48 hours of fraudulent transactions, halted or questioned a single transaction. I have demonstrated no prior history of such outlandish and excessive transference of monies and certainly never depleted my funds. This was and is a clear case of crime and personal hijacking of identity. If fault is to be assigned, Truist must accept some responsibility for a job not done and fraud not noticed. The police officer ( XXXX XXXX XXXX of the XXXX XXXX Police XXXX ) I spoke with XXXX XXXX on XX/XX/XXXX stated to me that this type of criminal activity has been occurring in XXXX XXXX at the clubs and bars. XXXX XXXX stated that he believes this is a professional ring of criminals and added that hijacking identity and money is their job. He said it is very hard to catch them as they wire money very quickly, often exporting the money out of the country using different IP addresses so it can't be tracked or traced. I am respectfully requesting an investigation into this claim. As I mentioned earlier, I am disheartened by Truists lack of coordination and the poor execution that has accompanied the process to date. This is an indisputable case of fraud by what appears to be a professional ring of criminals. To suggest that I voluntarily and willingly wiped out my own accounts through a master-minded transfer of funds via XXXX and XXXX is ludicrous. Furthermore, I have not been provided any rationale or reason for the banks denial of my claim. Thank you for your attention to this matter. I look forward to hearing from you with an update.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Truist incorrectly applied late fees and reported my mortgage as late in XX/XX/2022 to the credit bureaus. After bringing the issue to the attention of Truist, I was assured in writing that the correction would be made and the fees removed. Despite continued assurances, neither has been corrected and this has been extremely damaging to my financial well being. I am happy to provide all documentation showing where Truist stated this would be corrected and where it still sits on my credit to this day. Truist continues to assess late fees every month PRIOR to the date the mortgage is considered late and then reverses the charges a few days later. This practice is deceptive and causing many errors and inaccuracies in my account, as well as hours of my time wasted. Letters are physically sent to my address daily saying that my mortgage is late when it is on time, and emails continue to be sent stating the same. If I have until the XXXX to pay my mortgage, I should not be assessed fees until the XXXX XXXX on XXXX of the month. Truist continues to be inaccurate with my account despite my payments being on time every single month. This is beyond harassment. I am happy to provide documentation and look forward to hearing back in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hi, I purchase a car from XXXX XXXX XXXX XXXX on XX/XX/2020. The car broke down on me several times on expressway and had me stranded alone. The dealership told me that they would fix it but I would have to it towed to them. Once, I had it towed to them they never fixed the car and this car is a part of the lemon law. They increased what I owed and I never agreed to these terms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60419
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Truist Bank Checking Account Transactions- all dated XX/XX/XXXX ; listed in order : {$890.00} - direct deposit {$370.00} - XXXX transfer {$280.00} - XXXX transfer {$36.00}. - overdraft fee {$20.00} - ATM withdrawal {$36.00}. - Overdraft fee {$120.00} - ATM withdrawal {$36.00} - Overdraft fee The direct deposit covered every transaction i completed ; I should not have been charged overdrafts. Truist will not remove because only two every two years ; same problem twice before and no more courtesy removals.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 318XX
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I set up home insurance through XXXX XXXXXXXX XXXX XXXX. I was told over the course of several weeks that the policy was received, and it was processing, They didn't have it or I needed it sent again. My current insurance was set to expire by XX/XX/2022. This continued until XX/XX/2022 when I went to a bank branch on XXXX XXXX in XXXX VA and spoke to XXXX XXXX. I explained the problem to him and even sent an email of my insurance to him from the Agent at XXXX XXXX. He said he use to be a real estate agent and he was familiar with insurance. He called the insurance department with myself and my husband in his office. They were upset that he got involved saying he had no right to interfere. He said he was just trying to resolve the issue and they claimed I had already called them 10 times and I didn't submit the correct documents, said it was only the application and this time he told them he was looking at it and he had also forwarded it to them and the page they needed was there. They hung up on him and he had to call back several times. He said he contacted a friend and said they approved it and they had lots of problems with the insurance side. HE informed me of a payment being sent XXXX to my insurance dept. I confirmed that by the bank website. They failed to tell me that they delayed and told XXXXXXXX XXXX not to ship until the XXXX XXXX and do not delivery on Saturday. hold at location waiting to be picked up on Monday, delaying my payment and voiding my insurance by not paying in the 30 day required by their company. On XXXX XXXX I learned that the owners of XXXX XXXX XXXX XXXX also run Truist Insurance dept. Working as a contractor under Truist Bank. They set me up for failure and refused to explain any questions I had. I spent countless hours and weeks consumed in their rabbit hole of confusion. XXXX aka XXXX XXXX were also the XXXX. Not only did they write the XXXX but XXXX other applications were made for me. With out my knowledge or signing any other electronic signature except the first one. This was done under the knowledge of truest Banks done by their subcontractors while working for and under the supervision of Truist. Even sending letters concerning insurance with the truist logo attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original HELOC mortgage was with BB & T which was acquired by Truist. In XXXX, 2022, I converted this HELOC to a fixed rate mortgage. Truist is misapplying payments to the closed HELOC account. Every month I need to call in to ensure the payment is applied to the correct account. Every month, they apply the payment incorrectly. They either apply it to the correct account as an all interest payment or they apply it to the closed account. This has been going on for over 8 months and they do not let me speak to anyone about correcting this once and for all. To date I have paid over $ 5K but my principal has not gone down. Over these past XXXX months, I have made repeated calls and visits to the local branch to no avail. I have documented the calls and visits with names and cases, none of which have been followed up on. Every month I call and open yet another case which goes by the wayside as no one returns a call or even sends an email to followup. On the last case opened, I did express to the rep my disgust that no one follows up. She kindly did call me back only to inform me that my case had been denied, no further information as to why. Bottom line, Truist is gouging me by taking my payments, applying to the wrong account, and when I do complain, they do move it to the correct account but only apply the payment as interest only. The mortage principal never decreases. At this rate, I will have this mortgage on my house forever. For 2022, Truist also provided XXXX different Mortage interest statements ( XXXX XXXX. XXXX ) for the same account ( HELOC ). Each statement is different and has incorrect principal and interest figures. They have yet to provide a 2022 Mortgage interest statement for the fixed rate account. During all my calls with Truist, I always referred to the information I was seeing on their webpage and how it differed from the paper statements I was receiving. Every single rep that I spoke with advised that they were seeing completely different information on their screens as well. Multiple requests for copies of what their screen is showing have been ignored. This leads me to believe that Truist is withholding information by deceptively managing accounts and not allowing clients to see current or accurate information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Problem when making payments
Subissue:
Consumer Complaint: Truist Bank told us that our endorsed check would be cashed to provide the funds to us or deposited in our HELOC account. Instead money was kept by the Bank and Bank will not release it to us. Our property, a condominium in XXXX XXXX Florida, was effectively destroyed by XXXX XXXX in XX/XX/XXXX. Since then, I have been working to secure our insurance coverage funds so that we mXXXX repair it. We were issued a check by the insurance company for {$48000.00} in XX/XX/XXXX. The check required required endorsement by my wife and me and BBT ( now known as Truist Bank ) as the holder of our HELOC account ( line of credit ). I went through a very long and frustrating process to ascertain what I needed to do to get the check endorsed by Truist so I could use the funds to reconstruct the condo. I obtained all of the documentation and information required and sent it along with the unendorsed check in to the Truist address provided. The Bank sent back the check to me with a letter stating that my wife and I needed to endorse the check and resend. I visited our local XXXX Florida Branch Manager XXXX XXXX and the Sr Relationship Banker XXXX XXXX who stated that despite my expressed misgivings about sending in an endorsed check, that this was necessary for the Bank to endorse and return it to me to cash and/or for the Bank to deposit in our line of credit account. Based on the express representations of the Branch Manager and the Sr Relationship Banker, who are legal agents of the Bank, my wife and I endorsed the check in their presence and left it with them for deposit in our HELOC account or to send back to us with the Banks endorsement so we could use it. However, this did not occur. Instead, I learned on the afternoon of XX/XX/XXXX after many phone calls and emails that the check has been kept by the Bank and we can not access it. I was told that we will receive a small portion of it soon but the bulk only after we complete all of the repairs using our own money followed by inspection by the Bank and submission of verification documents. As I explained to XXXX XXXX of the Bank who apprised me of this, this is infeasible as it will require our expenditures of up to an estimated {$100000.00} which we would have to pay out of pocket without access to the insurance money. Because the Bank has taken our insurance money, we will have to front the payments which will require high interest loans and personal hardship. I am a retired partner from the XXXX firm. Based upon my practice representing banks I believe that Truist committed both civil and criminal violations by representing and promising that our endorsed check would be deposited in our account or returned to us with the Banks endorsement so that we could cash it but than, without telling us or providing any prior notice, keeping it and depriving us access to the funds. The Banks unauthorized and surreptitious action in depositing in its own account constitutes, among other things conversion, misrepresentation and fraud. To be clear, we gave the endorsed check to the Branch based on the express representations by the officials there that we would receive the money through our line of credit account or return of the check with endorsement by the bank. During our many conversations with the Bank trying to figure this out how to proceed, no one told us that by submitting our endorsed check, the bank would take it. While I understand, the Bank may have policies and procedures on insurance matters, it must advise the client of those policies. It can not, as it did here, ask for an endorsed check representing that will be deposited in the client account for the clients use or endorsed so the client can cash it but then take it We never would have provided the endorsed check to the Bank if we had known they were going to do this.
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: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I called regional acceptance corporation after the collection agency called about settling the debt for the amount shown i the letter send to me. they picked up the phone once and never again. I took the settlement paid it off and the the account had not been reported as settled to the credit bureau. I would love for the right information to be report it and fix on my credit report..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 071XX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A