Date Received: 2023-03-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, l made a mobile deposit for {$2500.00} on my Truist mobile app. The next day I was informed by email that a administrative hold was put on my deposit and the funds would not be available until XX/XX/XXXX. The reason for the hold was the bank didnt think the funds were available. The check I deposited was written on a local bank and was paid by the other bank on that very day ( XX/XX/XXXX ). I got on my banking app and contacted the bank that day and asked about this hold. I was told it couldnt be lifted until the hold ran out. I informed the bank that I needed my funds to pay some bills that were due. The woman I was talking to said there was nothing she could do and apologized. I told her the check had cleared so there was no reason to hold the deposit. She told me she would file a complaint for me but that was all she could do. As of today, I still am not able to access my money and I do have bills that are passed due and I need some of my prescriptions filled ; but since I am unable to access my funds, I have no way to do this. Basically, the bank is holding my money hostage for my own good according to the woman I spoke to on the banks website. I feel that they have overstepped their authority when they think they know whats best for me and my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37664
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX sold/transferred our mortgage to Truist bank around XX/XX/2022, and NEVER notified us that this was going to happen, which is not in compliance with regulation 1026.39 ( Mortgage transfer disclosures ). Somehow, XXXX also failed to have our address correctly on file, despite servicing our mortgage for years. Our condo has a unit number ( XXXX ) attached to the address, and XXXX was lacking the unit number. Our mortgage payments were on auto-pay with XXXX prior to the transfer to Truist. After XXXX transferred us to Truist, our auto-pay was obviously interrupted, and we didn't notice until after we had missed a payment out of our account that anything was amiss. Truist started threatening us with foreclosure after just ONE missed payment, and Truist said it would show up on our credit report as a missed payment, which is XXXX XXXX and out of compliance with FTC rules for a 60 day grace period after transfer ( https : //consumer.ftc.gov/articles/your-rights-when-paying-your-mortgage ). Then, Truist made it impossible to setup our account online because the account was overdue. They made us wait until normal banking hours to call in, and wait for what felt like hours on the phone to find the right person to talk to to get the account set up. I got bounced around several departments, being told different instructions by different people and not getting anywhere. Finally we got the account set up and made the account whole ( paid the missed payment ). As a part of setup, I told the agent that our address needed to have the unit number added to the address, as Truist had the same issue as XXXX where they didn't have a unit number in the address. Totally ridiculous that the banks can't get the correct address for the property they technically own. Then we got another late notice in the mail from Truist after we had already caught our mortgage up to be current. In the mail, the letter was left in our general mail room because it LACKED THE UPDATED UNIT NUMBER IN OUR ADDRESS. INFURIATING. Later, in XXXX, Truist continued to mail us ( for a delinquent tax payment that they missed ) at the incorrect address, still missing the unit number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On Monday XX/XX/2023 I called TRUIST XXXX requesting necessary documents to change ownership of my mortgage from primary owner ( me - XXXX XXXX XXXX ) to a Revocable Living Trust. I subsequently called XX/XX/2023 ( XXXX - CRep ), XX/XX/2023 ( XXXX - CRep ) XX/XX/2023 ( XXXX - CRep ). Each Customer Service Rep assured me the documents had been mailed. I do not understand the delay in documents arriving in XXXX, GA taking this amount of time coming from South Carolina. If documents were being originated from the XXXX office, I was never corrected as to that when I talked about South Carolina office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30458
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened an account with truist Bank online with there {$400.00} opening deal. Everything went fine signing up, deposit {$50.00} and got confirmation and was able to use the app for couple days before they locked it. I called the number on app and some deep accent foreign dude couldn't help me at all and told me call fraud department, I then called them to get report from them XXXX XXXX XXXX. I see what went wrong got a letter stating they close my account and they send me a check of my funds after 10 business days, that I accidentally trashed from anger but it never recieved. I called again again foreign accent that hard to understand but kept getting run around no help, call XXXX XXXX XXXX and they tell me it the bank that needs to give Me my funds. My last call was 2 days ago, a lady picked this time again can't help and says my account looks still open but I need to call this number XXXX which isn't even banking it was talking about purchasing equipment when I picked customer service. My account still locked, closed for what that letter says and they won't give me my {$50.00} back, I just want to be done with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XXXX XX/XX/XXXX, I accessed my online checking account ending in XXXX to see the bank statements for XXXX and XX/XX/XXXX. The other 10 months were there online and the website said there were only 10 statements for XXXX. I immediately called Truist Customer Service at XXXX ( XXXX ) XXXX at about XXXX and spoke with XXXX XXXX I explained my problem and she placed me on hold to check the for the statements. She returned and said that bank records are only available for 7 years. I told her that bank records are available for 10 years. She said she would research the issue and placed me on hold again with music playing. After 10 minutes, she did not return, so I hung up while the music was playing. No other response from XXXX. Please investigate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: complaint regarding payments that were marked late by XXXX XXXX for the following account XXXX on the following dates XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX It is my understanding that per 15 USC 1681 ( a ) ( 2 ) ( a ) ( I ), my consumer report should not contain information solely as to the transactions or experiences between the consumer ( me ) and the person ( you ) making the report. Payment history and the late payments associated with payment history have negatively impacted my consumer report and are considered as part of my transactions and experiences between me and your company. Sheffield Financial are in violation of consumer laws put in place to protect me. The federal Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681-1681y, imposes responsibilities on all persons who furnish information to consumer reporting agencies ( CRAs ) to follow the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: On XX/XX/XXXX my wife contacted Truist Bank about a lien on our HELOC we have through them. When the HELOC was approved in XXXX, neither the bank nor appraiser noticed that the property linked to the HELOC was not the property that should be linked to the HELOC. We have given 2.5 acres to our daughter to build on the land that is owned outright and located on the property the lien is incorrectly on. We requested on XX/XX/XXXX that a partial release be made immediately so our daughter can move forward with her build and then have the HELOC linked to the correct piece of property. My wife and I have contacted the bank numerous times to get this resolved and never receive any information. The person we originally contacted to fix this talked to my wife once and myself once and then would not answer or return our calls. I went to the bank in person, got nowhere and then went to a different branch. It has been almost 4 months now and I am still not being given any information other than it's with the legal department. This was a mistake made by the bank and should have been corrected immediately. My daughter has been unable to move forward with her build which could have been mostly completed had it not been for the incompetency of Truist bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 265XX
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: please see previous COMPLANT # XXXX We received a letter ( that was also included in response to cfpb ) dated XX/XX/ stating are modification was completed and we would receive paperwork in 14 days it is now XXXX and nothing. I called Truist XX/XX/ and let me tell you what a complete disaster this company is. The letter I received stated the modification was complete and nothing about the issues your uneducated disrespectful reps said on the phone. XXXX XXXX stated she could not speak to me in regard to my mortgage as my home was in the Foreclosure. I asked to be transferred to someone and got hung up on. I called back and was a very disrespectful rep named XXXX. We then conferenced in my wife XXXX began to state that I never made my XXXX payment. Please reference letter dated XXXX check # XXXX enclosed. XXXX payment and more was refunded as could not be applied to loan. We have not received anything since that stating we have not made our XXXX payment. Please note payment was made by phone on XX/XX/ at XXXX XXXX in the amount of {$1600.00}. The rep processed to tell us that payment was refunded as we did not pay the correct amount. My wife tried to explain that the payment of {$1600.00} is the payemnt we were instructed to make on our modification paperwork until we get new payment information. XXXX began to tell us are correct payment is {$1700.00}. She is not correct at all please see the escrow letter dated XXXX that has our new payment of {$1700.00} on it starting XX/XX/. she told us several times we were wrong. She then processed to degrade us by saying " if it was my home I would make my payment ''. Again, we stated we did and if it was refunded by truist. She continued to ask us to pay the XXXX payment we stated no as we have never received anything by mail or phone stating we need to pay or that it was missing. She then proceeded to tell us we will have to redo our modifcatiion paperwork as we did XXXX ( as during the last complaint we were waiting to find out what the hell was going on and per legal advice ). She stated that we now 4 months worth of payments by XX/XX/. I explained with forbearance that is not true we can move it to the back of the loan. She several times asked us to make a payment. She also asked why we did forberenacne ( which she should not have as none of her business ). Trusit is the worst company I have dealt with 2 out of the 3 people yesterday said my house is in foreclosure but yet one is trying to collect payment, which fun fact you may want to discuss with your reps is they can not ask to collect money when in foreclosure. I want to set up a meeting with the head of the mortgage department I also want all the calls pulled from XXXX and from XX/XX/. I need to figure out why the reps can not see the letter sent from XXXX XXXX sent to us XX/XX/23 and/or letter doc # 1. Again, still no payoff has been received no payment information has been sent and no one in customer service department can help except lie and make up stuff as they go. We do not want to get a lawyer involved, but if we do not get a meeting with an actual person that high up in the mortgage department there will be no recourse. I also want this XXXX person fired ASAP or at least taken off of answering phones she has no reason dealing with customers and making/lying as she goes and telling people what they did wrong when we didn't. It is not ak for anyone to speak to anyone like she did. We will be expecting a call to set up a meeting ASAP to figure out why we can not get straight answers on our mortgage and at same time being told our home is in foreclosure when per lawyer it is not. You can pull that call and listen for your self.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79705
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I would like to lodge a complaint against Truist Bank regarding the annual fee charged on my credit card. I was charged this annual fee XX/XX/XXXX, with a memo stating the fee was for XX/XX/XXXX through XX/XX/XXXX. Then on XX/XX/XXXX, I was charged this annual fee again, 3 and a half months early. When I contacted Truist on XX/XX/XXXX, I was informed that annual fees are sometimes charged " a little early ''. While I could understand two weeks being a little early, I think that 3 and a half months early is outside a reasonable expectation of " a little early '' for an annual fee, which is usually every 12 months. That's more than 25 % early! Continuing on that fee schedule, Truist will charge me an entire extra annual fee after just four years ( collecting 5 annual fees in four years, one every 9 months ). This is effectively a 25 % increase in the annual fee, without notice. I am not familiar with all of the details of the regulations, but you would think 3.5 months would exceed what would be considered reasonable for when an annual fee could be charged " a little early ''. I asked Truist to prorate the latest annual fee, and they refused, stating they could only waive the fee and cancel my account, which is not what I want to do, considering the impact it would have on my credit score to close the account. Can you help me understand if, and why, this is ok for Truist to do? Is there any other recourse available?
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: 2023-03-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: A checking account with Truist Bank was opened last year. This was disputed ( Case XXXX ) and closed. There is still a personal loan open on my credit report with Truist Bank from XX/XX/22 {$9900.00} account balance. Account number XXXX ( last 4 dont show on XXXX credit report ) This is another identity theft issue left unresolved for over 8 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A