Date Received: 2023-04-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Opened new accounts with Truist Bank at the end of XX/XX/XXXX. Important information, have had a good standing with SunTrust since XX/XX/XXXX, and have experienced many changes resulting from the consolidation of BB & T and SunTrust into Truist. My pain point is that Truist no longer markets the type of legacy accounts that came from SunTrust, however, they maintain them. I had the need to open new individual accounts and keep my existing 20+-year-old accounts open, but the customer service area is not able to provide ANY information to me about how to avoid maintenance fees or the interest rate structure ( what are the bands of deposits required to receive certain rates? ) on the grandfathered accounts. Additionally, this information is not disclosed in their online banking " about your account '' area. So, here I am. A customer in the dark about how to reasonably avoid maintenance fees. For the new accounts that I opened, the associate in customer service can not provide me with interest information about my money market account. I have the knowledge that this information is necessary for me to avoid fees and loss of income from interest, so I have the onus to look outside Truist for my banking needs. I feel like that is unfair to other customers, who may not know that this information is required. It is exhausting for banks to use a process that causes a customer to be passed from associate to associate, never finding an answer, thus causing the customer to just give up after spending hours of their time, to end with no resolution/solid answer to their questions. I'm sure the bank thinks it's acting very efficiently by expecting no one in its employ to be an expert on how its accounts function, but these are not complicated questions I have asked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30263
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XXXX XXXX payments were posted to my Truist account in error. I had forgotten the autopay on my account and erroneously made an extra payment. Truist ultimately processed both payments on my account on XX/XX/XXXX and XX/XX/XXXX ( autopay ). The XXXX payment resulted in an NSF due to the XXXX payment having already posted. I proceeded to call Truist ( on or about XX/XX/XXXX ) to request a refund of the SECOND payment made on XX/XX/XXXX since the XX/XX/XXXX payment already posted to my XXXX XXXX account. The agent assured me that the SECOND payment made on XX/XX/XXXX via autopay would be CANCELLED. Ultimately without my knowledge, the agent reversed the XX/XX/XXXX payment and cancelled the autopayment as well, which was not what I asked her to do. I never received any notification via text, email, or letter that there was no XXXX payment posted. On my end, I received XXXX refunded payment, as expected and requested. I was under the impression that the auto payment was refunded. On my XXXX account, it showed as if XXXX payment had posted to my mortgage. On XX/XX/XXXX I received notification that my credit report had a 30 day late mortgage payment from XXXX for the month of XXXX. I immediately called and spoke to an agent, XXXX, who reviewed the notes and confirmed that the prior agent actually CANCELLED/REVERSED the first XXXX payment on XX/XX/XXXX AND also cancelled the autopayment on XX/XX/XXXX. This SERVICING ERROR RESULTED IN NO PAYMENTS FOR THE MONTH of XXXX which was never my intention. As you can see via my XXXX XXXXXXXX statement, two truist mortgage payments posted with only ONE reversal. It was my understanding that the one reversal was for the autopay payment made on XX/XX/XXXX and that my payment made on XX/XX/XXXX posted to the loan and my monthly payment was satisfied. Upon being made aware of the agent 's error, I immediately paid another mortgage payment on XX/XX/XXXX to satisfy XXXX and bring my account current. I then submitted a credit dispute from with Truist on XXXX at the direction of the agent I spoke to. I did not receive a notification that it was received so I sent another dispute from on XX/XX/XXXX. I called into Truist on XX/XX/XXXX to obtain resolution. The agent proceeds to tell me that the XXXX dispute was received and denied. Stating that all payments posted correctly and there was nothing Truist could do. I am appalled at the blatant poor customer service and inefficient staff at Truist. I have never missed any payments on this mortgage. The agent 's error and lack of notification by Truist resulted in no payments posting. That is not my error. That was never my intention. I never requested a stop pay on any payments. I clearly asked for auto pay to be cancelled. That was my only request since my XX/XX/XXXX payment had posted/cleared. Please correct this issue and update my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XX/XX/2023 Dear Sir/Madam, I am writing to request the removal of a late payment from my credit report that occurred during the XXXX pandemic. The late payment was for Account Ending in XXXX. I experienced financial difficulties during this time due to the pandemic, which made it challenging for me to make timely payments. I am now in the process of trying to purchase a home, and I am concerned that this late payment will negatively impact my ability to secure a mortgage. As you may know, a late payment on a credit report can stay on the report for up to seven years, and it can have a significant impact on my credit score. I would like to request that you remove this late payment from my credit report as a gesture of goodwill given the exceptional circumstances surrounding the XXXX pandemic. I have since regained my financial footing and have made every effort to stay current on my accounts. Based on my otherwise spotless payment history, I would like to request that you apply a goodwill adjustment to remove the late payment mark from my credit report. Granting this request will help me improve my overall credit history and demonstrate my consistency as a creditworthy borrower. Removing this late payment from my credit report would greatly improve my chances of obtaining a mortgage and realizing my dream of owning a home. I believe that this removal will help me rebuild my credit and achieve my financial goals. Thank you for your attention to this matter. If you require any further information or documentation, please do not hesitate to contact me. Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33125
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a checking account with Truist Bank on XX/XX/2023. I made {$500.00} opening deposit to this new Truist account. The account I transferred from to make this opening deposit showed that {$500.00} was transferred to Truist on XX/XX/2023 Starting from XX/XX/2023, I couldn't access my Truist account online. I called them first as their website stated " Your online access has been restricted for security purposes. To resolve this issue, please contact the Truist XXXX XXXX at XXXX. '' The representative told me on phone that I needed to go to a branch. I then visited their branch the same day. I was then told that my account was closed but they didn't give me back the {$500.00} opening deposit. After 2 weeks, Truist have never returned my opening deposit of {$500.00} still. Additionally, Truist has added an item to my XXXX report which could harm my credit report and future application for accounts/cards. I am requesting Truist to return my opening deposit of {$500.00} and remove the item from my XXXX report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: A promotional offer was offered for {$400.00} bonus if a direct deposit of {$1000.00} or more is made to this account after a certain period from when it was opened. It was based on this offer that I opened the account and setup a direct deposit payment with my employer to this account. The first direct deposit payment of {$1000.00} was made on XX/XX/2023, followed by another direct deposit payment of another {$1000.00} on XX/XX/2023. Both Payments shows the sender as my employer and it was from direct deposit for salaries and bonuses. A third direct deposit of {$1000.00} was also made on XX/XX/2023 ( see attached documents ). However, Truist Bank has refused to honor their promotional offer agreement and have not deposited the {$400.00} bonus. This is unfair and a wrong practice, they should honor the agreement because I met the condition. Direct deposit is direct deposit, they are trying to make it seem that it is not, and when I reached out to them, I was told they will revie it and get back to me, but that was over 3 weeks ago. It is obvious this may be a dubious bank trying to lure people to open account with them with a fake promotional offer they are not capable of keeping to their part of the agreement. I am filing this complaint to report them for their discrepancy, and to demand they fulfill their part of the promotional offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Truist Bank received on XX/XX/XXXX eight registered securities by registered US mail and has never credited my account or followed the instructions of wiring them to my XXXX XXXX account. These are stolen securities, and the amount of. {>= $1,000,000} sent to The indentured trustee of Truist Bank, according to the SEC filing his name is XXXX XXXX. I have received no funds in my accounts, and no correspondence from the trustee of the bank. It was sent by registered mail number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, North Carolina, XXXX phone ( XXXX ) XXXX. Filed FTC XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
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: I had a loan that was paid off with Truist Bank the first week of the XXXX XXXX. There was an overage of $ XXXX that was not automatically sent to me. I have been calling for weeks on end before finally someone told me it was never initiated. They manually released my overage check and I am not being told on XX/XX/XXXX it was rejected and they are still working on it. In addition, I had GAP coverage cancelled and a check of {$890.00} sent to Truist for it to be refunded to me. I can not get an answer on when I will get this back. The check was sent on XX/XX/XXXX to them for the cancellation and they cashed the check on XX/XX/XXXX I keep being told they are calling the GAP overage department and they are not picking up, and to expect a response in 3 days. I am told this over-and-over and I am getting nothing. Two people have informed me that their GAP department is awful and unorganized and they have multiple people waiting over a year to receive their refund. I have bought a fair share of cars and opened and closed a good amount of auto loans and it has never taken a cancellation, or an overage check, this long to be sent.
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: 2023-04-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have a Truist Bank Mastercard, I had a balance as of XX/XX/XXXX of {$930.00}. I sent the payment via online banking program. The next day, I made a purchase with a company, for {$340.00}. The company credited me back {$170.00}. At this point by balance shouldve been {$170.00}, instead, the bank added my payment and the credit to the card balance totaling {$1200.00}. I called the bank and was told that my payment and the credit had not been processed. When I asked why were the payment and credit added to my balance, instead of subtracting it. I was told that it will take a 24 to 48 hours to be processed. I asked again why was it added instead of remaining {$930.00}. The ( gentleman ) stated, Is there anything else I can help you with. I stated you have not answered my question, why it was added to my balance. At that point I was told to have a nice day, and he hung up. I felt my account should have been {$170.00}, in that the online statement showed the payment and credit both pending.
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: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I opened a business account with Truist bank for my business XXXX XXXX XXXX in XXXX XXXXXXXX ga. I was skeptical when I l kept seeing overdraft fees and I know the money was there to cover my transactions. I was pulling from another Account to prevent this from happening. I want my overdraft fees of XXXX refunded. I reported fraud on my account after I was the victim of a robbery and they still tried charging overdraft fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My wife and I are elderly consumers ( XXXX and XXXX years of age ) selling our primary property which is currently under contract for sale. Upon receiving notice of the Title Commitment search from the buyers title company, It was discovered that my title had an open Lien for a Home Equity Line of credit which was never used. Said lien was with Suntrust Bank f/k/a BB & T and n/k/a TRUIST XXXX My wife and I Immediately contacted Truist Bank and personally went to the branch on XX/XX/2023, and Spoke to XXXX XXXX XXXXBranch Leader at XXXX XXXX XXXX XXXX, XXXX, Fl XXXX XXXX On that date XXXX XXXX assured us that he will request a Lien release with the appropriate Dept to resolve the issue affecting my title. On XX/XX/2023, we visited the branch this time with my realtor and Legal representative to help us and assist us with the pending title issue, and again met with XXXX XXXX who further assured us the bank was processing our request. Every week since my last visit ( on XX/XX/2023 ), I have been following up with XXXX with no valid answers. On XX/XX/2023, my attorneys office Email XXXX XXXX for a follow up with no replies to my attorney. Furthermore, on XX/XX/2023, we called customer service and after being transferred too many times to count, we finally spoke to someone in the Lien Dept XXXX XXXX ) who advised us our request was never made from the date we first visited the branch on XX/XX/2023. The negligence of XXXX XXXX on behalf of this Financial Institution has caused us a great deal of Inconvenience to my wife and I whose health is in a decline status. This issue has debilitated us every day we dont receive a valid response from TRUIST or Its Employees. Liability is clear in this matter. Truist Bank must CLOSE OUT the LINE OF CREDIT under Suntrust Bank and issue us a SATISFACTION OF MORTGAGE Immediately as a full month has passed us by to no avail. I am disappointed, frustrated, and lied to by Truist, XXXX XXXX and TRUIST employees. I demand an Immediate response before I seek legal action. Respectfully, XXXX XXXX XXXX XXXX XXXX Truist Client
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33130
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A