Date Received: 2023-04-18
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I bank with Truist. I need to leave a joint account open during a divorce. I have opened a new, individual checking with Truist as well. I was charged a maintenance fee on the joint account and called for guidance. I was told that if I kept a balance of {$500.00} and deposited a minimum of {$1000.00} per month, I would no longer be charged the fee. I noticed today that Truist has been removing the fee from my account despite me having met those parameters. I called Truist and learned that it has to be a direct deposit and not a XXXX deposit. This appears to be unfair banking practices. I've been reading about steps taken by the government to stop unfair fees. These maintenance fees are crushing every day people like me and it's unfair. I hope you can take action. Truist refused to return my fees. I spoke with a supervisor and the buck stopped there. She refused to transfer me up the chain. I received inadequate information to protect my money and I'm not comfortable it isn't intentional. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Truist bank allow a {$340.00} fraudulent XXXX XXXX XXXX charge to go through. It put my account {$190.00} negative balance. Once the fraudulent charge hard post it triggered additional {$36.00} over draft fee for negative balance of {$220.00}. My ex son in law XXXX file a fraud complaint with XXXX XXXX XXXX on my behalf and it was refunded to my account. My bank charge me XXXX {$36.00} overdraft fees and only XXXX has been refunded to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 250XX
Submitted Via: Web
Date Sent: 2023-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/2022 Contacted SunTrust bank Sell of the home excess has not been discussed with me
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: 2023-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a personal checking account thru their online process on XXXX XX/XX/2023 with an initial deposit of {$50.00} paid from my debit card. Two days later I couldn't login to online banking anymore. Upon reaching out to customer care I learnt that my account was frozen and I would have to go into a branch for identity verification. I explained that this wouldn't be possible as they don't have a branch in XXXXXXXX XXXX where I live and the nearest branch is a 2 hour drive away. After multiple calls and me trying to get the identity verification done virtually yielded no results, I asked that the account be closed and my initial deposit be returned. It's been almost three months and my {$50.00} deposit has not been returned. I have confirmation from XXXX XXXX XXXX that it was paid, and even Truist customer service reps acknowledged that there is a {$50.00} balance on the account and they said i should receive a check at the mailing address i provided, but that still hasn't happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Other features, terms, or problems
Subissue: Credit card company forcing arbitration
Consumer Complaint: My credit card was supposed to be a prepaid credit card with a secure {$300.00} deposit for only 1 yr, " card issue date XX/XX/XXXX and it is now XX/XX/XXXX and this card is still in the prepaid status! i started with suntrust, then bb & t and now truist, " why am i now paying credit card fees and interest on my own {$300.00} " plus i now pay an annual fee and now trusit is saying that the reason why my secure card has not been changed to a unsecure credit card is because i only made the minimum amount payments, { NO TRUE! ] " no payments have never been missed or late since XXXX, '' truist said to me that i can never change to a unsecure if they return my {$300.00} deposit, " so to me i, am forever trapped paying 28 % interest on my own {$300.00} every month plus a {$39.00} annual fee1 thank you, XXXX XXXX
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: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Truist by phone about canceling my PMI insurance in XX/XX/XXXX. I was told that I can not request the cancellation by phone that I can only cancel it in writing. I proceeded to send a letter in XX/XX/XXXX to cancel my PMI as I am beyond the 20 % required equity. I was sent a letter wrongly denying my request. I again sent a second letter on XX/XX/XXXX that Truist received on XX/XX/XXXX. I waited again the required 30 days for a response. I call on XX/XX/XXXX after never getting a response and was told that they did receive the second letter but they have " dropped the ball '' as I was told. I asked to speak to someone in the PMI department and was told that they do not take phone calls at all. I then asked to speak to a supervisor and was told that I could not do that either. I then asked how to submit for the audio of our recorded conversation and was told that I can not get that once again. They told me to subpoena them. How do I go about getting this handled if I can not contact anyone at Truist and they will not let me talk with anyone who can help? Do I really need to get a lawyer to do a simple PMI cancellation??? This is truly unethical and mischievous business practices. Of the tens of thousands of mortgages how many people do they do this too? I bet they make millions off screwing people around like this!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32952
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary of Complaint : My monthly payment on my new Truist mortgage increased from {$1300.00} in year one to {$1700.00} in year two. That is a 29.5 % payment increase on a fixed rate mortgage! Investigation indicates the Truist loan department entered a much less expensive, incorrect, homeowners policy insurance premium on the closing documents. When, the escrow was refigured a year later with the correct premium information, the combination of this, and an accumulated escrow shortage of {$3000.00} for XXXX, resulted in a much higher payment. Complete Narrative. In late XXXX, with interest rates low, I began the process of refinancing two properties. Property # 1 is my primary residence : XXXX XXXX XXXX, ( XXXX ) XXXX WV XXXX. Prior to the refinance, the mortgage lender on XXXX was BB & T. BB & T was in the process of transforming to Truist Bank at that time of my refinance. Since I had had good service from BB & T, I contacted the local branch mortgage broker, XXXX XXXX and gave her the first opportunity to make a proposal. XXXX was good to work with and we arrived at a proposed package without too much difficulty : {$210000.00} at a 2.99 % fixed rate over 20 years with approximately $ XXXX out. Then commenced the lengthy process of sending my financial information to the Truist mortgage officer, XXXX XXXX. Having been through the mortgage application process numerous times, I knew in advance what the process entailed and had most of my financial information well-organized in a digital folder on my computer. My application for a mortgage with Truist was eventually accepted and I received a closing disclosure that estimated monthly Principal & Interest at {$1100.00} and my estimated monthly payment at {$1300.00}. Based on this, I agreed to move forward, and we set a closing date of 1/20/2022. Property # 1 has been insured by XXXX XXXX XXXX XXXX, XXXX ) for many years. My homeowners premium on this property has hovered around $ XXXX. ( The property is in the woods far from town without fire hydrants available, hence the high premium ). Property # 2 is an investment property in North Carolina. It was refinanced with XXXX XXXX XXXX XXXXXXXX XXXX, NC ) at the same time. Although my yearly insurance premium load is higher for this coastal property, the actual homeowners ( aka Hazard ) component of my package there XXXX XXXX XXXX XXXX, XXXX XXXX ) is {$830.00}. Imagine my shock at receiving the friendly email from Truist ( XX/XX/XXXX ) telling me my payment was increasing {$400.00} dollars per month. An immediate call to customer service ( XX/XX/XXXX ; XXXX ) revealed the payment increase was due to the insurance going from $ XXXX to $ XXXX! This document is also included. Having retired in late XXXX, I am on a fixed income and trying to adjust my expenses so my savings will last me as long as possible. If I had known the payment was going to be so much more expensive, I would have opted for a 30-year term to keep my payment low. I have attached the closing documentation supplied by my closing attorney XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX WV ) on XX/XX/XXXX. I spoke with XXXX XXXX who stated that the closing documents were generated at Truist. It matches the document recently sent to me by XXXX XXXX on XX/XX/XXXX and my copy received prior to closing. This document confirms that the amount entered for homeowners insurance was incorrect and indicates that whoever filled out the document at Truist entered the premium amount for property # 2 instead of that for Property # 1. Double checking my file of documents which I sent to BB & T/ Truist confirmed that I had sent them the correct Homeowners declaration page. The premium should have been approx. {$2600.00}. A few other salient points : Ironically, the original BB & T mortgage escrow document ( viewable online ) had the correct insurance information-down to the policy number! Why this was ignored is unknown. Customer service indicated I could request closing information documentation from the bank. When it finally became available online-after several weeks (! ) - the information was grossly incorrect : wrong loan amount, 30-year term, no money out. Go figure. I dont think this can be made right. My reason for filing this complaint is simply to alert other consumers that these kinds of mistakes can happen. Of course, one should expect ones monthly mortgage payments to creep up over time due to changing taxes and insurance premiums- but not by 30 %. ( Ironically, my real estate taxes on property # 1 went down in XXXX, due to a XXXX XXXX homestead exemption ). And, after the accrued escrow shortage is resolved, my monthly payment will be less, but it will be nowhere close to {$1300.00}. Again, I would have opted for a 30-year term if I had seen an accurate account of my monthly payment before closing. In discussions, both my attorney and local mortgage lender made the point that the principal and interest part of my payment had not changed- that the increase was totally due to the increased insurance payment, as though the bank did not play a role in the increase. To me, this is irrelevant- tell this to my checking account. Lesson learned : Buyer beware. Dont trust the bank to make sure the closing agreement is correct. Although I saw the premium information prior to closing, I wasnt quite sure what I was looking at, because the amount was prorated over less than a year. I should have followed up. Consumers do your homework!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Problem with customer service
Subissue:
Consumer Complaint: We were Profiled, Discrimated Against, Mistreated, and Declared Guilty of Fraud without any evidence and told to leave. Unbelievable! We were depositing a cashiers check from the sale of a house. Truist bank declared it fraud without doing due diligence. Truist declared us fraud without any evidence! The XXXX XXXX cashiers check was good and the funds are still waiting! They charged us a {$96.00} overdraft fee for an account that has never been overdrawn! They have not helped at all at resolving this situation. They just told me I was not welcome at Truist any longer and closed my account. Please refer to attachment...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32223
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I spoke with a Insurance rep at Truist mortgage. I'm being charged double for my isurance. They noted the error and said they would submit it for analysis to get met my proper monthly payment corrected. To date they have not returned my call or sent any correspondence. I was told I should have an response by XX/XX/14.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was not aware that someone got into my bank account through my mobile and debt transtions and XXXX XXXX accounts until Friday XXXX XXXX XXXX when I tried to sign into Truist mobile app to see if my disable check was posted from XXXX XXXX schools. My phone and accounts were hacked and unable to get into my accounts and my phone i couldnt call out or even call 911 if need to and keep lossing internet I was in the hospital XXXX XXXX XXXX XXXX I was finally able to get a hold of my bank and they told me that there were text deposit XXXX to my account and signed and there were transactions that were posted that I was not aware of and did not. There was a charge at XXXX for {$700.00} XXXX XXXX I was in the XXXX XXXX XXXX for XXXX 's appointment in staying there for till Friday the XXXX and I was nowhere near XXXX and don't know of this charge and there was two checks on that day too but are from a roofing company from Texas and they printed my name on the back of them and deposit them and it doesn't look nothing like my signature or the way I write my checks so the bank said that they would give me 30 days for review and to send in anything I had that would give proof what that I didn't do it and they called me back the next day one day later and said that they're closing my account and I'll be no longer have an account with them anymore and they know that I didn't do it but they don't want me too have a checking account with them and close my account and they did not refund my money and use the funds overdraft fees return check fees and everything else on top of it then {$970.00} {$790.00} came out of my XXXX check and now I can not pay bills and my credit is getting hit because I'm late and I don't know what to do I can't pay bills and they said that they are done with me and I don't know what else to do and they didn't not give me a chance to show them any proof so I'm not sure what else to do also my XXXX XXXX they got into and took the funds and tried to deposit twice with their XXXX XXXX hashtag and it came up scam but it's still went through after their third attempt and now I am XXXX in the hole with them and with the bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A