Date Received: 2023-03-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On or around XX/XX/XXXX I was pre-approved for 3 credit cards from Truist I applied for all 3 and was approved ( screenshots to follow ) I already had 1 secured card with truist which I have made on-time payments for about a year now. I received all 3 cards on or around XX/XX/XXXX. I activated the cards and used them accordingly. After my first purchase I received several letters with each set of letters saying something different. First set of letters- WE HAVE CLOSED YOUR ACCTS! Second set- Please visit your nearest Truist bank to show two forms of IDs. Third set- As you requested, we have closed your Truist card accounts. We are sorry you have decided to go. I never called or written in to closed my card accts. I have called the fraud dept several times and even transferred several times on XXXX I was on hold for over 2 hours. I had to miss work. This has been very stressful and is causing me to be sick knowing that no one knows what is going on and receiving misleading comms around the situation. On XXXX I called again and I spoke with a dept supervisor. She told me that the fraud dept has it under investigation and that they dont have any information to give because they dont know either. With all of these conflicting letters, confused agents, closed accounts, and me having great banking history with truist has lead me to this point of filing a complaint so someone with knowledge can explain to me what has happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: This complaint follows an earlier complaint filed with the CFPB on XX/XX/2023 ( XXXX ) relative to the same monies that Truist Bank assessed me. Since I have been unsuccessful in resolving this matter internally with Truist Bank, as well as, externally via outside sources, I am initiating this new complaint because it is clear that Truist Banks handling of this instant financial business transaction was intentional and potentially systemic. This financial transaction/practice resulted in Truist Bank being overtly, unwarrantedly and disproportionately compensated for a service that unfairly and deceitfully exploited me. I believe that such transactions, practices, and junk fees should be restricted and addressed through regulatory mandates. As such, I lodge this complaint ( among other reasons ) as an input statement to the CFPB in opposition to Truist Banks assessment of junk fees ( extra, unnecessary, unexpected, valueless, redundant, financially burdensome fees ). Specifically, Truist has charge me excessive monies/interest/junk fees by approximately XXXX XXXX dollars -- for one day of service with my equity line. Neither the excessive junk fees nor the bases for the excessive junk fees were disclosed prior to the assessment. Also, these excessive, unwarranted and totally unfair junk interest fees are not written in any document or online information that would have provided me ( the consumer ) the ability to evaluate the worth or value of the banks service prior to implementation. In reality this ordeal involves one day. Had the business transactions been deferred " one day '', I would not have been assessed concurrent payments of {$1000.00} ( under one account ) and {$1500.00} ( under another account ) at the same time. If the transaction had been established the day of the billing cycle ( closing one account at the end of the month and then establishing the new account at the beginning of the very next month ), the financial charges would have been approximately {$0.00} to {$35.00} versus approximately {$1000.00} on one of the accounts. Or the financial transaction could have been implemented much earlier in the month when I requested the change-over which would not have resulted in such excessive financial interest fees. Above all, Truist personnel should have and could have advised me of its doubling-of-interest-assessment ramification practices vis -- vis its facially neutral billing cycle -- which would have provided me with the option to decline. None of this occurred. It is clear, that the timing of the financial transactions here was intentionally imposed so that Truist could assess and receive the maximum amount of fees/charges it could, regardless of the fact that the timing of the financial transaction -- not only -- provided absolutely no value to me ; but deceitfully resulted in my being assessed unexpected, disproportionate, unwarranted and burdensome junk fees. For the most part consumers understand the instability of our economy and the resulting impact that inflation, unemployment, interest rates and the like have on everybody and every institution. But, it is entirely wrong for a financial institution to assess an approximate 300 % profit in junk fees for one-day of service on the consumer. Truist did this to me and its ABSOLUTELY WRONG!!! I have been unfairly and deceptively robbed. I am a senior citizen in a retirement community and I have been robbed of a lot of money that took me many, many man-hours to earn. I was entirely misled. Moreover, during the period when I sought to get an explanation of the bases/rationale for the junk interest assessments, Truist never provided a clear clarification. As such, I initiated an internal dispute over the apparent ( to me ) fraudulent, duplicative fees, to no avail. Truist, nevertheless, while I was pursuing its Errors, Inquiries, and Disputed Policy, initiated delinquent actions against me ( contrary to its own internal written policy that allows for such disputed without delinquent action ). I have filed actions with the several credit bureaus to look at this injustice, without any successful outcome. I have called and written letter-after-letter up and down the Truists corporate structure. Again, there has been no successful outcome. After four-months of hitting brick walls ( after a host of harassing calls and harassing letters ), at the point that the matter had progressed to the 2nd level of Collections, a Collections Manager returned one of my calls. That Collections Manager took the time to explain Truists billing cycle practices which gives credence to my claim of Truists fraudulent and excessive junk fees practice. Under protest, I then paid the unwarranted junk fees. Whether were talking about my being charged double interest or my being charged separate interest fees under two separate accounts, I have been victimized by Truist Bank. It should be against the law for Truist Bank or any other bank or financial institution to arbitrarily process financial business transactions in a manner ( or at a time ) that overtly and unwarrantedly compensates the financial institutions while at the same time disproportionately and deceitfully financially burdens and exploits the consumer. Having been a customer of this bank for over 4 decades and having utterly no prior issues, I am absolutely appalled, beyond words, by Truists flagrant misuse of its Dispute Policy, its unfair junk fee business practices, and intentional exploitation of its customers. I believe it is imperative that such transactions, practices, and junk fees be restricted and addressed through regulatory mandates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 235XX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I purchased a Vehicle back in XX/XX/XXXX. I have made consistent payments up until XXXX when my car was totaled. it was payed off via insurance and gap insurance around XX/XX/XXXX. The company Still has me owing a debt of XXXX which i dont believe i owe. I have made several attempts to contact them but they keep sending me to a resolution team that is unresponsive to my calls. I am a vet that is trying to purchase a house and this debt has been part of an issue that is keeping from that situation. Can some please assist in helping me remove this from my credit report? Thank you in advance for your help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I submit a claim for multiple transactions made with my debit card, I sent back all the documents and information requested by the bank to XXXX XXXX, XXXX XXXX, XXXX XXXX. The bank never handle the claim properly, so the account is overdrawn, now is closed. Before the claim was open I have money in my account so I need to know when that money will be sent by a check to my address
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX, my husband and I made our mortgage payment to Truist from an account I generally use just as a pass-through to pay bills. After that, I was traveling and needed to use the debit card associated with that account to pay for a night at a hotel. Unfortunately, the hotel had problems with its billing system, and it charged me twice for that stay. That helped put the checking account in the red. I did not know this until I received a mailed notice from my bank that they had been unable to pay the mortgage payment wed scheduled. By the time wed received that mailed notice, it was 11 days later, and Truist had re-presented its payment request twice, on XXXX XXXX and XXXX XXXX. So we called the bank, disputed the second hotel charge, and then set to straightening out our mortgage issue. On Friday, XX/XX/XXXX, my husband logged in to the website in order to make a payment, and the website told him our payment options were not available and to call their customer service line. I did, and the automated system said it was busy and to leave a number and we would receive a return call. We did not receive a return call. At the earliest opportunity, Monday, XX/XX/XXXX, I called and and spoke with a representative, asking to pay the XXXX payment. I was told I could pay it, but it would not post to our account unless the XXXX payment was paid as well. Not only that, but we still would not be allowed to use the website until it was paid. The payment grace period extends to the XXXX of each month. I have previously understood with our mortgage that a partial monthly payment is held until the full monthly payment amount is submitted. This is bad enough, but we have never been subject to a situation in which the entirety of a monthly payment is withheld unless another monthly payment is submitted. This was never the case with BB & T, the previous holder of our mortgage. At one point, were were an entire years worth of payments behind, but caught up when an employment contract allowed us to afford making 12 payments in 12 weeks. If the Truist policy had applied to us then, we would have been foreclosed upon even while making such rapid payments. Despite our ability to catch up, we would have still lost our home. We have nothing in writing, either mailed or online, that states this policy or indicates a change in policy. Furthermore, I asked about what fees had been incurred, and was told we had {$80.00} in new corporate fees. I asked what the corporate fees were for, and told they included late and non-sufficient funds fees, in addition to old inspection fees. I was refused more detail and told I would need to be transferred to someone in customer service to explain or remove them. These fees show up on our mortgage statement only under the total amount of fees spanning the entirety of the mortgage. They do not get itemized or labeled on the monthly bill when charged. There is a gross lack of transparency as to their amount and type. Please note that fees for the entire length of the loan show up in the monthly payment amount -- this occurs even when the loan payments are current. At the end of the call, the representative said Id be transferred to customer service, but I was just dumped on the main line menu which did not seem to include an option to talk to a person. This policy of taking an entire payment but refusing to apply it to the mortgage loan, and of cutting off payment options and dragging out the payment process, in the kindest terms, STINKS. Truist, as other lenders are doing as well, is advertising properties upon which it has foreclosed ( truistreo.com ). Refusing to apply payment, regardless of legality, makes it seem like they are in the business of quickly foreclosing upon and then reselling homes. Its a sick process when one can have simple errors like what has happened to us result in the loss of ones home. I authorized Truist to draft the XXXX payment, but am bewildered as to why it is not being posted to our account, especially when we are within the grace period for the XXXX payment is still in effect. We have not been notified in any manner that our mortgage is in default or has been accelerated, nor given any such warning. Neither were we asked to pay the total of fees for the mortgage in addition. Rather, I feel Truist is trying to speed us in the direction of a default to their own benefit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24541
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I made a payment of {$550.00} on XX/XX/XXXX. I made a payment of {$20.00} directly after I sent that one but the bank did not explain to me where they money went. I watched it leave my checking account it was sent to XXXX XXXX. Truist Bank is the bank that I used. I talked to two people that told me the money did not leave my account when I saw it myself
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On ( Friday ) XX/XX/XXXX, I had a posted balance of {$300.00} in my checking account. Over the weekend and into Monday the XXXX there were a few transactions on my account, including a mandatory XXXX station testing that I needed to get done. The dates on the transactions are clearly marked as the XXXX, XXXX and XXXX of XXXX, however they did not post to my account until the XXXX. All of the transactions that happened that weekend took out an overdraft fee of {$36.00} per transaction ( each overdraft after XXXX being blocked by a daily cap, but undoubtedly still hurting something like my credit score? ). The transaction list looks like this. Starting balance : XXXX XXXX XXXX overdraft fee XXXX XXXX overdraft fee XXXX XXXX overdraft fee XXXX XXXX overdraft fee XXXX daily cap of XXXX fees XXXX XXXX overdraft fee XXXX daily cap of XXXX fees XXXX XXXX overdraft fee XXXX daily cap of XXXX fees XXXX XXXX overdraft fee XXXX daily cap of XXXX fees Ending balance : ( XXXX ) The ending balance after all of this happened was a POSITIVE balance of XXXX, and this is not the first such time this has happened, just the first time it has happened to this extent. Luckily the vendors apply dates to the transactions when they are posted, because it clearly shows that the last date of the transactions was XXXX for the {$2.00}. After seeing this in my account, I went to a local Truist Bank location and asked to speak to someone that could help me. After they sat me down, they told me there was nothing that they could do because my car insurance was set to come out on the XXXX and because it was a 'pending ' transaction, that counted against my balance without being shown, and therefore meant that the posted balance and available balances were different, and that was why I got hit with the transactions. Even though the car insurance didn't come out until the XXXX from my account, and all these transactions were posted on the XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problem when making payments
Subissue:
Consumer Complaint: For some reason my Line of Credit has 3 account numbers : XXXX / XXXX and XXXX. XXXX & XXXX charge 3 % interest and XXXX charges 10.69 %. My problem is that when I pay the request amount due on account XXXX only a portion of that payment is posted to XXXX, the remainder is posted to one of the other 3 % interest accounts even though I had requested on line, in person at the Truist Bank and have written on my checks that the payment is for the XXXX account only. This has been done several times. The Truist Banker in XXXX XXXX XXXX had spent 1 hour with me as she spoke to 5 people at the Truist Processing Center with no satisfaction. The banker told one of the Processing Center people that she did not understand the problem and could understand how the customer was confused. For example on XX/XX/2023 Min payment due on account XXXX was {$120.00}. I paid by check {$120.00} with a note that the payment was specifically for account XXXX. When I received my statement I found that {$9.00} went toward the principal, {$29.00} toward interest and {$2.00} for hazard insurance. Where did he remaining amount go? At this rate I'll never get the XXXX account paid off!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34982
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX has violated my rights. 15 USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written consent. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: We paid final payoff amount. We have a confirmation number as well. But we want to be sure everything is up to date and completed. We have called multiple time and keep getting hung up on. I have tried multiple numbers and different way to contact and no response. Online it says we are locked out due to failed attempts. But again.cant not get a hold of anyone and keep getting hung up on. If I call from a different number I can get through but sat on phone for over an hour, and no one answers. Its concerning my number cant get through but other numbers ( that are associated with my account can! ) Paid off on XX/XX/23 of {$150.00}. I will also need the title!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A