Date Received: 2023-04-11
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My account was charged by XXXX When they deliver items and have some on hold they add and subtract fees over and over again and they caused my account to be hit with a XXXX charge that was already paid the day I placed my order and then they hit me with an overdraft fee for a charge that was already authorized. This should not be legal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28677
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: My auto loan was purchased by SunTrust Bank. While with SunTrust Bank, it was virtually impossible to ever get a hold of any representative or person in regards to my account. At one point, I knew that I would be slightly late on being able to pay my monthly note and I was actually able to get through and speak with someone in regards to the delay and explain the situation. I was told by the individual to just call back and pay on the date that we discussed which was approximately 15 days after my due date. Upon doing so, I made the payment but was contacted shortly thereafter by the bank stating that I was late and inquiring whether I wanted to resolve the debt. I explained to them that although I was late, I did indeed make the payment. I continued making my payments on time for the next couple of months but also continued receiving calls stating that I was delinquent. I then spoke with a manager in regards to why I kept getting the calls and it was explained to me that as I was paying, my payments were being applied to the next month 's payment as opposed to paying the debt in question as paying on a late payment would require me to purchase a money order or send cash through the postal service which I was not aware of, nor willing to do. Shortly thereafter, SunTrust Bank was purchased by Truist Bank where I was much more successful with speaking to Representatives and working with someone on the issue as I was never really able to get a hold of anyone at SunTrust after that point until they were bought out. I put in a dispute with Truist and was told upon completion of the dispute that the report would be removed from my credit history. I believed that the situation was resolved until approximately 1 year later when I attempted to get a loan and was told that it was still on my report. I contacted Truist and informed them that it was never removed as promised and they informed me that they would have to file another dispute. I received a letter later saying that the dispute was denied and nothing would be changed on my credit report. I called back two more times to explain the situation and explain that it was not up for renegotiation, it was just finalizing the initial dispute and removing the mark from my history. I ended up filing a total of three disputes all which were dismissed seemingly without consideration. Upon filing the third dispute, not only did they not remove the report in question, they added two more missed payments to my record that were previously not there. At this point, it's no longer just unethical business practice, it's intentionally malicious and I received it as a clear cut message that if I continue working towards Justice and correct reporting, they will do whatever they want to stop me with no recourse or checks and balances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 655XX
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: i opened a account around a month ago and they froze my account and told me i need to come down to the bank with 2 forms of ID i don't live near the bank and they won't let me verify it any other way so i want to close the account as i have money in it. they won't let me close it or do anything until i come down
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is what I sent to board and staff of BB & T now Truist Bank I am reaching out in an effort to correct a wrong that was done that has negatively impacted in numerous ways that I will elaborate on later. I was a BB & T ( Truist ) customer due to condo mortgage being transferred to them. I was given the option of a payment plan, which would require me to pay {$5700.00} to bring my payments to the appropriate status, and then I was have the remaining amount added to my mortgage payment divided over 6 months. I choose the repayment option and paid the {$5700.00} payment at that time over the phone. I want to stress that I take my credit very seriously, worked very very hard over the years to ensure I kept my credit high and never late or delinquent on any of my accounts. I check my credit on all three credit bureaus daily to ensure payments are being received and things are being reported accurately. Within 48 hours of making that payment ( {$5700.00} ) and choosing the repayment option, I started getting notified that my credit has significantly dropped. I log into my credit monitoring apps and discover that my credit had dropped XXXX points. I called back to customer service and informed that the last representative I spoke with reported that my account was 180 days delinquent on accident and it was a mistake. To say this was very disappointing and frustrating was an understatement. The representative states she was sorry and would send documents to the credit bureaus to get the status changed and my credit would go back up. Well things continued to spiral out of control because of this. I checked my credit again for two days and finally saw my credit score go back up XXXX points. That damage had been done though. One of my credit card accounts check my credit monthly to ensure I am maintaining my credit worthiness. By sending the wrong status that showed I was delinquent to the credit bureaus the credit account pulled my credit when it had dropped XXXX points. This resulted in them reducing my line of credit and that reduction caused my credit utilization to got up by 23 %. So right after my score went back up by XXXX points, it went right back down by XXXX points because my credit line decreased. Most importantly, because of this mistake that was 100 % on your employee my available credit was reduced on one of my personal credit cards that I need to have access to at this time for my family. I have continued to get notification that my credit score had dropped due to the huge error made by your employee. I have also not been able use my XXXX business cards because of a reduced credit limit. The impact this has had on me and my family is unmeasurable. Regards, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I noticed unauthorized hard inquiries on my credit report. Listed below are the companies and dates : XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX TRUIST Bank XX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21214
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The original lender Regional Acceptance is reporting the account three late or missed payments as of today which is incorrect. The payment is due the XXXX of each month. The credit report shows my payment on time XX/XX/. The remaining two late payments would be XX/XX/XXXX and XX/XX/. The next payment to reflect three late or missing payments is not yet due until XX/XX/. This is not accurate credit reporting and does the greatest amount of damage to my credit report and credit rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: We have fired our management company and closing the bank accounts, checking and money market, and the management company and specifically the bank are refusing to cooperate and give us any information. They will not give us deposit detail and they will not give us any bank statements. We have contacted both sides repeatedly with emails and physical visits to the bank with only to be told we have nothing for you, we no longer have this account, we can not give you anything. Then they wanted to charged us {$20.00} an hour and {$7.00} per statement which we should have been receiving all along free of charge. The errors and inaccuracies on both sides need to be looked into with XXXX and Truist Bank. We have made physical attempts at Truist Bank more than five times from XX/XX/23 to XX/XX/23. They have discontinued all communication by phone or email at this point and left us hanging blindly with no possible way to know who paid what and how to close out our accounts or balance the closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34691
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I went to a local Truist Branch ( XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX ) to open a Truist Confidence account. I deposited {$100.00} cash, {$4000.00} via check. The Banker did a quick check on me and asked if I wanted to pursue a mortgage or credit card with Truist based on her initial positive findings on me. I declined and stated I just needed a bank account for graduate school loans to be deposited into. I was given account information, provided it to my university, and everything was approved. On Tuesday XX/XX/XXXX I logged into the Truist app and was informed that my account was restricted. I immediately stopped the direct deposit for student loans and called the provided number for Truist XXXX and was told that my account was restricted due to " suspected fraud '' detected by Early Warning ( an external corporation who does extensive checks on individuals that is used by most national banks ) who could be contacted at XXXX. I asked Truist what fraud was disclosed and they said they could not provide information over the phone but could schedule an in person appointment with a banker who could help me. I called Early Warning and they told me Truist would have to help me but they could send me a report detailing what they disclosed to Truist in 15 days. I requested the Early Warning report and called Truist back to set up an appt for Friday XX/XX/XXXXXXXX I have called Early Warning 5 times. Early Warning has stated that they provided my banking history to Truist and the decision to restrict an account or hold funds is determined by the financial institution. On my XX/XX/XXXX appointment and over the phone, Truist is telling me that Early Warning informed them of " something '' that is a red flag causing the account to be restricted. I have requested multiple times but Truist will not tell me what the restriction is based on or what information they received. When I visited the Truist branch on XX/XX/XXXX, they informed me that they would be force closing the account and mailing me a check in an undisclosed amount of time. I asked if I could come to the branch and pick up the check or cash for the funds. They told me that the check funds would be held until XX/XX/XXXX and after 7 additional business days, I could return to the branch and withdraw all funds in cash. I asked why there was a delay and they said the additional 7 business days would allow them to feel confident the {$4000.00} check written to me from my parents had cleared my family bank account and could not be stopped or returned. They could not tell me why the account is being closed but I was satisfied with knowing I could get my funds after 3 weeks on hold. On XX/XX/XXXX, I spent XXXX hours at the branch requesting my funds. The banker reached out multiple times to " someone in the back office who placed a restriction on my account '' and the person did not answer phone calls or internal communication requests. After multiple attempts to escalate the situation internally and many phone calls, they told me they needed confirmation from Early Warning that my SSN was clear before they could release my funds. On XXXX I called Early Warning and they reviewed the mailed report with me while I was in the branch parking lot and they stated that there are no red flags, negative findings, or anything to dispute attached to my name or my SSN. The only finding on the report is my attempted account opening with Truist. They confirmed that this is the only information they provided to Truist and told me they do not know why Truist has restricted my account or withheld my funds for this amount of time. I emailed my Early Warning consumer report to Truist. They attempted to escalate and then told me the restriction could not be overturned unless I provided a notarized letter from my parents financial institution confirming I was the intended recipient for the funds, the check amount, confirmation the check had cleared the account, and confirmation that no stop or hold could be placed on the check. The check was deposited 3 weeks ago but my family financial institution provided the letter. Truist reviewed and stated the restriction could not be overturned and my funds would still be held. I expressed great disappointment and they made multiple calls and attempted escalations. Eventually, they also requested a notarized bank statement showing ALL transactions from my parents account for the month of XXXX to confirm the check came from them and had cleared their account. My parents reluctantly sent this over as well. Truist reviewed and refused to return my funds. They asked that I request a comprehensive credit report because they are " certain I am the victim of identity theft or connected to some type of fraud '' so I requested a report from XXXX, XXXX, and XXXX. All organizations have confirmed that there are no negative findings associated to my SSN. I am not sure what this has to do with me obtaining funds deposited via check 3 weeks ago but Truist reviewed all of this information and stated they can not return my funds at this time and do not know when they will be able to. The {$4000.00} check was issued by my parents and cleared their account prior to XX/XX/XXXX. As of XX/XX/XXXXXXXX I have provided Truist with multiple notarized documents, the consumer report from Early Warning, and confirmed the contents of all credit reports. They will not tell me why my account is restricted, how it got restricted ( other than blaming Early Warning who have reassured me my report is clean ) and they continue to tell me they can not return the money at this time. After XXXX hours in the branch and providing all requested documents, I informed them that I would be filing a complaint with the FDIC. They asked me not to and stated that they can escalate internally and " hopefully return my funds soon ''. I stated I still intend to file a complaint and then they apologized and said if I can give them a few more days to " follow the chain of command '' they can schedule another in person appointment and will personally help me file an internal complaint instead of reaching out to the FDIC. I am frustrated and genuinely concerned that negligent or criminal behavior is occurring within this institution. After multiple meetings with Truist, nobody can tell me why the funds are being restricted, when the restriction will be lifted, or when I will be able to obtain my funds. Initially on XX/XX/XXXX they said I would receive a check in the mail. When I visited the branch on XX/XX/XXXX and XXXX, they called the internal financial crimes team and check fraud team with no improvement on the situation. During internal/back office communication they are unable to obtain clear guidelines or protocol for how to lift the restriction. They are repeatedly asking me to wait or provide more information. Even after receiving the notarized bank statement and letter from my parent 's financial institution the back office stated this is not sufficient to lift the restriction. I witnessed multiple internal transfers where the person on the phone says they have no record of the request and do not know anything about this restriction on my account. I am worried Truist has stolen my funds. I asked what else was needed and they could not tell me. I expressed a desire to escalate this to a regional or district manager and they did not provide any contact information and kept reiterating that they are " just trying to help me ''. The bankers said they will help me file a complaint " soon '' and they are confident they can escalate this and return my funds " soon '' but nobody has helped me file a complaint, provided contact information for me to escalate this by myself, and they will not give me any real, clear information. I have received a notice in the mail from Truist stating that my account is active and the {$4100.00} are available but when I go to a branch they will not give me the funds and can not tell me why. The more I press them for the funds and request information, they keep telling me " maybe someone stole your identity and Early Warning, XXXX, XXXX, XXXX can not see it but something is on your record and you will not be able to open any accounts at a bank or obtain any loans ''. I was just approved for graduate student loans ( hence me opening the account to begin with ) so I say " do you see that in the system, can you tell me where that information was reported '' and they say they can not disclose anything or tell me any information and they do not know what is going on. The only thing they know for sure is that they can not give me my money back. During this time, I opened an account with another financial institution with no issues. The other financial institution confirmed that my background check was clean with no adverse findings. This concerns me even more than Truist could be doing something negligent, criminal, or discriminatory and is wrongfully withholding my funds. I do not want this account with Truist. I just want my money back. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: This compliant relates to the CFPB Case XXXX. Truist Bank sent a letter to me regarding the original compliant and the actions they took. The letter stated " We refunded the fee and sent you a {$50.00} check on XX/XX/ ''. The letter was from XXXX XXXX, Client Resolution Specialist in the Consumer Regulatory & Executive Services Team. XXXX also said in that letter that I should call them at XXXX if I had any questions. I have never received the {$50.00} check. I called the number on 5 different occasions. No one has been able to tell me where this {$50.00} went or to connect me with XXXX. On one call, XXXX told me the {$50.00} was not mailed but rather put in a new XXXX XXXX account because it related to an IRA. I called them and that did not happen. The money appears to have disappeared. My concern is the incompetence of the people answering the phone, writing letters which are completely inaccurate, and basically lacking integrity. Are there no controls in place at Truist? Do they not train people answering the phone? Are they always dishonest in letters they send? I moved my money because they closed my account without my permission and just issued a check. Their explanation was a processing error. Wow and they have access to customers ' information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Truist Bank ( email : XXXX ) RE : Loan Modification Agreement # XXXX for XXXX XXXX XXXX, XXXX, Connecticut XXXX XXXX XXXX and XXXX XXXX XXXX On XXXX XXXX XXXX I informed the Truist Bank that I, XXXX XXXX XXXX, who is co-owner of the property XXXX XXXX XXXX, XXXX, Connecticut XXXX, I could not and would not sign for a Loan Modification Agreement XXXX XXXX had applied for without my prior knowledge until the Friday of that following Monday when the documents were due to be submitted. I personally called Truist Bank and informed them but to my surprise I just learned these past few days that XXXX XXXX admitted to having my forged my name and found an notary public who fraudulently witnessed and notarized the loan modification agreement which XXXX XXXX then submitted loan modification agreement to Truist Bank Mortgage Department. I believe the notary public is from the XXXX of Connecticut. I am making a complaint against Truist Bank, the XXXX XXXX Connecticut XXXX XXXX XXXX Department. This is criminal act, and we can not have individuals conducting criminal acts against individuals.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10458
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A