Date Received: 2023-03-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been working with Truist Bank since XXXX, XXXX to facilitate a mortgage modification in conjunction with my bankruptcy filing. On XX/XX/XXXX, I was approved for a trial modification plan with monthly payments in the amount of {$1900.00}. I made payments in accordance with this agreement until XX/XX/XXXX, at which time Truist requested a new modification plan. On that date, I was enrolled in a modification plan which superseded the previous plan, with new monthly payments in the amount of {$1100.00}. Under the terms of the trial modification plan, three monthly payments in the amount of {$1100.00} were to be paid on or before XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I made painstaking efforts to make timely, in full payments in spite of financial difficulties I was facing at that time. After the final payment due date of XX/XX/XXXX, Truist confirmed that the terms of the trial modification plan were fully satisfied and sent via overnight mail a packet of documents to sign and notarize in order to finalize the modification. These documents were signed and notarized, and returned to Truist on XX/XX/XXXX. I continued to make regular, timely payments to Truist in accordance with the modification agreement. On XX/XX/XXXX, a Truist representative contacted me by phone to confirm that the modification packet was received and verbally confirmed the terms of the modification with me. At some point in XXXX, XXXX, Truist again sent a packet of documents to sign and notarize, despite having already done so. Once again, these documents were sent back to Truist. However, since that time, Truist has repeatedly backpedaled as to whether the documents were received by them or not, and the subsequent consequences. Every phone call placed to Truist and every different agent I spoke to provided different, conflicting answers as to whether the second modification packet was received by Truist, and the status of the modification being finalized. I have fully complied with all of Truists requests before and during the trial modification period, and during all times after the trial modification ended. In spite of a very difficult personal family & financial situation, I have diligently made all payments in a timely fashion. Truist has cripplingly failed in their obligation to adequately service my account. My most recent conversation with Truist representatives indicated that due to not receiving the modification packet, the modification offer has been revoked and it would be necessary to start the process all over again, after nearly a year of working toward a resolution. This is completely arbitrary and capricious, and frankly unacceptable to treat customers in this manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX of XXXX, I have tried over and over to resolve issues that Truist bank has claimed I needed to perform or do. Including but not limited to Have Home insurance, Verify My name after I already submitted it. Countless times. Moving unapplied funds ( less than a house payment ) to a payment and then removing that said payment. Changing the mortgage and balances of my account. Preventing correct payments and trying to steal my home. The representatives have lied, schemed, and refuse to be fair. They also have tried to make me in default with Bankruptcy, Allowed other companies kickbacks, and allowed representatives of their companies to break laws and discriminate against me, and take advantage of me personally. Using my truths against me. Even after repeated attempts to resolve this matter, I was sent a letter saying they did nothing wrong and denied my request. I now can not get proper insurance to fill full my original loan agreements in turn may cause a default. They said in the letter that an employee did not work there but when I called after receiving their letter, IN fact, that XXXX answered the phone and while being recorded with his acknowledgment. He said he was in fact an employee.
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: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The chief lending officer asked me to set up a corporate A/C with a initial deposit of {$3500.00}. He and the Audit officer at the bank told me that once this was done a private investor would deposit funds of {>= $1,000,000} as a loan to my company for acquiring XXXX XXXX. I made a {$3500.00} deposit on XX/XX/XXXX XXXX I was told an Corporate A/C had been set up and I was given the login info, The info did show that there was a deposit of {>= $1,000,000}, But I could not initiate any transfers or transactions. A few days later when I tried to login I got a Suspended a/c message. I offered to meet the lending officer and the Audit officer at their office in XXXX NC at my expense. But they told me that meeting them would serve no purpose. The lending officer now wants me to deposit another {$1500.00}. Once this is done he says he will do some kind of offline transfer of the funds to my XXXX XXXX A/C. He refused to explain why this was needed. He also refused to explain the nature of an offline transfer I want access to the funds. Everything was done on line Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80130
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I applied for this Credit card on XX/XX/23 because they offered 0 % interest for 18 months. I wanted to transfer the balance from a high interest rate card to this new one. I was approved right away for a {$5500.00} credit line. I completed the additional information they requested including the account number, name of the other financial institution, and amount I wanted to transfer. The transfer was initiated two days later on XX/XX/23 along with the balance transfer fee of 3 % of the amount transferred and the card was debited by those amounts. I received the card in about 5 business days along with the consumer card agreement. I had also applied for a 0 % Credit card with my credit union at about the same time and was approved for that one as well. Again, the plan was to transfer high interest balances from other cards to the 0 % cards. I reviewed the card agreements on both cards. The standard language was that it could take up to 30 days to complete the balance transfer. After about 10 business days from XX/XX/23 I checked to see the progress of the transfers. On the card with the XXXX XXXX, I transferred balances from 2 cards on to one and those transfers were complete. The card with the bank ( the one Im complaining about ) the process was still not complete so I decided to wait another XXXX business days. At that point I decided to call the bank to see what was taking so long. The other balance transfers were done and over with. Over the course of XXXX phone calls I was told I had to wait the full 30 days before they could provide me any information. I explained to them I was only calling early because I had completed XXXX balance transfers with another institution in the time I was still waiting for theirs to be done. I was told because they mailed their check to the institution I was transferring the balance from I had to wait the full 30 days. I was told it was bank policy not to do the transfer electronically. So I waited the full 30 days and contacted them again. After another XXXX phone calls it was determined that they mailed the check to a bogus address! They gave me the option of canceling the transfer and stopping the check. I agreed as long as they also refunded the transfer fee, which they did. I had to wait 3 business days before that transaction was complete. On XX/XX/23, called the bank back because I still wanted to do the transfer and I spoke to the other financial institution and got the correct mailing address. I tried to complete the transfer on the banks mobile app and on the web but there was no provision to submit the correct address so I had to call again! I gave all of the pertinent information to the customer service rep thinking this was it. On XX/XX/23 I checked my card account and I havent been debited for the amount of the transfer or the fee. So I called again! The customer rep wasnt forthcoming with info as to what was the delay. By the way, I had to provide the rep with my name, the account number, and the last four digits of my ssn in order to proceed. I had to do that on every call. After a few minutes of going back and forth, I asked the rep what amount did he have as the amount I was transferring. He said he couldnt tell me. He said I can tell him and hed verify it. I said no, Ive given you my info just tell me what amount you have on your screen. He refused. I said the word XXXX and he immediately started clutching his pearls saying I wont stand for that kind of language. At that point I asked for a supervisor because after 25 minutes of this running around I had had enough. After about 5 minutes I get the supervisor on the line. She asks how Im doing and I say not good. She says well thatll change by the end of this call! After an eternity waiting for her screen to load, her line went dead. Of course theres no way theyre calling me back and now Im too frustrated to go through this again over the phone. The 0 % offer is for a limited amount of time and theyre just letting the clock run out on me. My only recourse is to apply for yet another 0 % card, and just let this just sit. After the fact I looked online and Im not the only person to have a problem with this financial institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXX XXXX made inquiries on my report on XX/XX/2022 when asked too produce how they obtained my information or signature too run my credit they could not yet they made an inquiry on my credit report and violated FCRA 611 and fails too provide me with FCRA 611 ( a ) ( 7 ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have been trying to get this derogatory off my credit report for months. I have sent in 5 disputes and nothing is being done. I have sent in proof that I myself are submitting the request to have this removed. I have filled for a full file disclosure and never received it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The table below describes the events wherein Truist is now requiring escrow over and above what insurance/tax is paid by myself ; and further in order to remove escrow of the one week of loss of insurance due to XXXX and the agent at XXXX ( not informing me as the client that insurance was lapsing ) I would have to purchase a new mortgage at double the interest rate. Truist was informed in writing and by phone call ; XXXX the insurance agency was contacted and stated they would return/contact me on sending correspondence through their legal department and NEVER contacted me as the client on the insurance coverages/lapses nor provided further assistance to me, their client. I have paid Truist for the one week of insurance and have provided coverage with XXXX for the mortgage ( and now have to request reimbursement from XXXX ) and pay escrow above the amount of the insurance. Noted detail of event and documents will be mailed to CFPB : XX/XX/XXXX Agent : XXXX XXXX Policy Home/Auto XXXX XXXX XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX Email XX/XX/XXXX XXXX XXXX Agent XXXX Fired from XXXX and had been working on issues with XXXX ; however no notice to client. Home Insurance RECEIVED information that agent fired in/on XX/XX/XXXX. XX/XX/XXXX XXXX XXXX noted on more than 10 acres INCORRECT home on 1.89 coverages end XX/XX/XXXX Mailed NOT RECEIVED IN MAIL BY CLIENT XX/XX/XXXX XXXX XXXX XXXX Notice of Nonrenewal for XX/XX/XXXX to 1 ) client and 2 ) agent - XXXX XXXX Email NOT RECEIVED BY CLIENT ; AGENT XXXX NEVER CONTACTED CLIENT NO RECORDS OF AGENT CONTACT TO CLIENT GOOSEHEAD COULD NOT PROVIDE XX/XX/XXXX XXXX XXXX Service Agent Goosehead Notice of cancellation of unresolved underwriting concern. Email Client responded same date. XXXX Client continuous emails and phone calls to XXXX Emails attached noting inability to get XXXX to respond to homeowners insurance coverages Current XXXX XXXX appraisal/tax property record Noting : 1.84 acres - not ten as XXXX noted at issue. XX/XX/XXXX Email to Service Agent XXXX at XXXX another attempt Another attempt to get information and resolve issues regarding the noncoverage of homeowners insurances. XXXX - Phone calls to Truist ; mail to Truist regarding insurance issues XX/XX/XXXX - Phone call again to Truist receipt of increase in escrow. Truist states that it is their policy to force escrow if only in one day or one week and/or require a complete refinance to a higher ( in this case more than double ) interest rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My father is XXXX XXXX XXXX My name is XXXX XXXX XXXX That account is under my fathers name and I never co signed for the car. My father is deceased now. I am not responsible because I have 2 vehicles I own and never drove the vehicle he had.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: So there was a post on a local XXXX yard sale group from Monday, XX/XX/XXXX with XXXX photos and a first come first serve as of Thursday ( XX/XX/XXXX ) when they would be home from a family reunion... There were things like a huge water slide, golf cart, two cars etc and they were all at really good prices. Her name was XXXX XXXX. We messaged on that Monday with her about the car we saw on there and put a deposit down and were heading there today, XX/XX/XXXX when she all of a sudden became unavailable on messenger ( otherwise we were talking this whole time from Monday through last night and there were no red flags at all, no broken XXXX plus I did my own investigation checking that it was a real house and I even saw on XXXX that it had been put up for sale on XX/XX/XXXX and was currently under contract so everything lined up with what they were saying ) plus not answering call or text from the number she gave me. We gave {$700.00} via XXXX and my bank says they can not help which is RIDICULOUS They said we need to contact admins of the XXXX XXXX but I don't see how they can reimburse us the money and why it's their responsibility. And if course you can't get hold of XXXX themselves!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18944
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: In XXXX of XXXX I reached out to Truist to try and understand why my credit score had dropped over XXXX points after mistakenly missing 2 payments after over XXXX years of never missing a single one. I reached out on XX/XX/XXXX and a customer service agent answered. I inquired as to what happened and they informed me the auto-payment that I had setup had been changed and therefore missed a few months. I explained to the customer service agent that I had gone into the app and changed the auto-pay to a different bank, and I though I was good to go. He explained that the new information must not have taken, and I needed to re-submit my new account information. I was livid and demanded a complaint be submitted since I never received any notice in the mail or any emails, so he informed me he would submit a complaint and I would get a call back within XXXX hours. I called back the next day on XX/XX/XXXX and inquired about the complaint to be sure they had it, and the customer service woman told me that there was no complaint in the system but she would make sure to put it in there and gave me a case number. I made a payment to bring my account back into good standing, made sure to setup an auto-pay with customer service on the phone, and then waited for the phone call. I never received any call back. I called again on XX/XX/XXXX and asked to speak with a supervisor and XXXX named XXXX called me back. I spoke with her in depth about how frustrated I was that the auto-pay had missed seemingly because their Truist app did not work when I had entered my information. She refused to believe that there was any error in their app, and that it must have just been my user error that caused the auto-payments to not get re-setup. I find it extremely frustrating that their technology didnt work and I paid the price through fees and my credit score, but she basically told me there was nothing they could do. I made another payment on the phone on XX/XX/XXXX to cover the second month I needed to pay since they said my new auto-payments couldnt start immediately and had a 2 month waiting period before they kicked in, so I thought next month ( XXXX ) it would get taken out like it was supposed to be Well XX/XX/XXXX I incurred a late fee charge since the Auto-Pay had not been setup. I called again on XX/XX/XXXX and made a payment, and asked them to reverse the late fee of {$38.00} which they agreed to and did as well as re-enrolled me in XXXX. Auto payment came out in XXXX as it was supposed to and continued to do so until XXXX when I transferred the majority of my balance and paid the small remaining amount to zero my balance with Truist. In XXXX I had been dealing with fraud that happened to me at another bank, and accidentally had that bank reverse a {$160.00} payment to my Truist account, so it showed back up on my balance with them. Thinking that the {$160.00} was not on the balance of my Truist account since I had not spent any money on that card, I incurred another late fee of {$27.00} since my minimum payment of {$27.00} was drafted from an empty account ( the one with fraud ) and charged back to my Truist account. On XX/XX/XXXX I spoke on the phone to customer service again, and they would not waive the fee. I admitted that it was my fault for not realizing the {$160.00} charge back was an actual payment I had made to Truist from my other bank account dealing with fraud, and I paid the balance and the fees to bring my account back down to {$0.00}. I was told that if I went into the app and Locked my card I would not incur anymore charges and my account would remain at {$0.00}. On XXXX XXXX I had a charge go through for a subscription based service on my Truist account. No one had ever told me to be sure to change all of my subscriptions off of this account or it would still hit. Truist attempted to pull my auto-payment from an account with {$0.00} ( the one I had the fraud on ) on XX/XX/XXXX and I got a charge back and late fee of {$27.00} on XX/XX/XXXX. I called them XXXX and spoke to XXXX different people before finally being told that they will not refund the {$27.00} late fee, since back in XXXX of XXXX they had already reversed one. I asked to get a supervisor to call me back, and am still waiting on that. The customer service from Truist has truly been a joke. I was hung up on today and several times in the past, transferred to the wrong department, and had the last woman I spoke to tell me she was a supervisor because she was supervising my account right now. The fact one if their reps would mock my intelligence like that is repulsive, and I will be closing my account with them and leaving as many reviews about my experience as I can. My hope for this letter is to shine light on the unfair and seemingly deceptive practices of this institution, through faulty software and malicious late fees. I have been diligent about tracking the phone calls and who I've spoken to along the way. I have names for almost all of the customer service agent 's and managers I've spoken to I can provide if necessary. Phone records on my end are split between two phones with the same number, but that can be retrieved if necessary as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28786
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A