Date Received: 2023-02-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened an estate checking account as the executor of my mother 's estate with Truist bank. The bank required all paperwork from the state of MD - death certificate, tax id number and official Letter of Administration from the MD Register of Wills to open the account. I brought all this paperwork to the XXXX branch at XXXX XXXX XXXX, XXXX, MD XXXX. On XX/XX/XXXX, I received a letter stating that the account was missing the aforementioned Letter of Administration, and the account would be closed in 45 days if not received from me. Despite them having the paperwork already, I brought the letter back to the branch with the letter that says the account would be closed. They made a copy of the letter and assured me that everything would remain open and there was no problem. Today, XX/XX/XXXX, I received a letter stating that my account was closed on XX/XX/XXXX for not receiving the Letter of Administration that I had submitted twice.
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: 2023-02-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: YOU STATED THAT YOU ARE STANDING BEHIND IN THESE FORGED DOCUMENTS THAT WERE SENT TO ME. THE DEPARTMENT OF FINANCE & TREASURY AND THE MODIFICATION WAS DONE IN 2018. THOSE DOCUMENTS I SENT THEM TO A FORENSIC LAB AND THE OPINION OF THE LAB STATED THAT THEY WERE FORGED DUE TO THE HORIZONTAL AND VERTICAL LINES INDICATING FORGERY. A DOCUMENT WAS PLACED ON TOP AND TRACED OR FREEHAND TO THE PAPER AND COPIED. NOT MY INITIALS OR SIGNATURE. I AND MY LEGAL ADVISOR STAND BEHIND THESE FINDINGS. AND XXXX XXXX DOES REFINANCES AND LOANS AND IS NOT BACKED BY THE GOVERNMENT OR THE VETERANS ADMINISTRATION.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Managing an account
Subissue: Problem with renewal
Consumer Complaint: Long ago, when I lived in XXXX, XXXX, I opened a Roth IRA CD at Suntrust Bank. That bank is Truist. I received a letter in the mail saying that my CD has matured and to contact them to roll it over. Ive called my local branch and Truist customer service explaining to them that I want the CD rolled over into a CD that pays a higher interest rate than 0.01 %. Everyone tells me they can do nothing for me unless I physically go to my bank branch. I now live in XXXX, XXXX miles away from my branch. Ive tried and tried to get someone to help me, but no one can. They say I must fly XXXX miles to get a problem corrected for a CD worth {$3400.00}. I may never be back to XXXX, XXXX, so I can never have access to my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 845XX
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: I deposited a mobile check on XX/XX/2023 and my bank stated they would be available on XX/XX/2023. The bank is now trying to hold my funds for an additional XXXX business days and placed a hold on my account not allow me access to my money. The check was given to me by my older brother in relation to my fathers life insurance policy when he passed away a month ago and the check was my inheritance from his passing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Fraudulent transactions on my checking account ( joint with my father ) were allowed to go through on XX/XX/22 and XX/XX/22 in three electronic transactions, adding up to a sum of {$1600.00}, which I reported on XX/XX/22. My father 's accounts had other fraudulent attempts at the same time but Truist blocked those. Despite the transactions on my account not looking similar to any transactions I have ever made, from a device that was not my usual device, I was never notified of potential fraud and Truist allowed my money to be stolen. My debit card was in my possession. Over the last 3 months, I have called Truist at least 14 times, visited my local branch at least twice, spent more than 5 hours on the phone with them, been told that a supervisor would return my call every single time but have not received a single call back, nor voicemail, to indicate that anyone has ever returned my call. I have left multiple unanswered voicemails with my local branch as well. There are at least 4 complaints relating to my claim. I thought maybe there was some odd problem where their phone system could not call my number specifically but I had the last representative hang up and call right back to see if the call would come through and it did. So all of these notations from Truist representatives stating that they tried to reach me by phone and received no response are an absolute lie. I wear a smart watch, never miss a call, and in live in a city where I even get cell service when I'm on the boat. I actually started to wonder if perhaps I am being scammed and was calling a scammer 's number to discuss the fraud transactions ( The " Fraud Office '' XXXX ) and that was why I was not getting anywhere, so I called the main Truist line directly from my secure Truist app and the representative confirmed that she did indeed see all of the notes on my fraud claim as recently as today. I am at my wit 's end. I have done everything correctly and responsibly and Truist states that it has " investigated '' and decided that the transactions were authorized. They weren't. I just want my hard earned money back. Please, please, anything that you can do to help me would be very much appreciated. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29464
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Ive tried reaching out by phone and no one answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10455
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened my Truist Checking account on XX/XX/XXXX And I ACH push two transactions into the account, and that's all the activity of this account. Then days later, I noticed I had no permission to log in to my account I try to contact Truist Customer Services, Fraud Department, and several Truist branches. All of them said I must walk into a branch to unlock my account or close my account And the nearest branch is 70 miles away from my current address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 073XX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Hello, The Truist Bank implemented an " improvement '' to their systems on XX/XX/XXXX. This resulted in the loss of access to my account and the mobile services they offer. I can no longer access my account, view funds, or make withdrawals. I have attempted to contact my local branch AND the corporate branch office. The account has been active for over 15 years, so I'm unsure why their systems have not been fully patched to allow access after 2 weeks of maintenance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27292
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to uninsured repairs I had to make on my house within a few months of purchasing the home, such as plumbing issues the seller hid from myself and the inspectors due to excessive clutter, I was having to split my mortgage payment in two. I called Truist Bank, with whom my mortgage is secured, every single month to work out payment arrangements to pay half at beginning and half at the end. I was advised I could submit an application to explore options such as possibly modifying the loan to have a lower mortgage payment or even request two payments be placed to the end of the loan. I was extremely hesitant on proceeding with this action as I did not want it negatively impact my mortgage. The representatives I spoke with ensured me it wouldn't. I have continued to make payments through this entire process, and have been advised I am current and I am not at risk for foreclosure as I would have to be several months behind in order for that to happen, of which they concurred, as recently as XX/XX/2023 I am not behind and I am current. I have made significant financial changes to ensure I can make my payments and not fall behind during this process. I have also expressed every single time I call, to include in this application, I have every intention of keeping my home. However when I received the decision to the loss mitigation application requesting if I can move one payment to the back of the loan, but if not I will be okay and able to make payments, they said " we regret that are unable to approve your application for home retention at this option '' and the only option they approved me for is a short sale of my home in lieu of proceeding with foreclosure. During this time they have also blocked my option to make my mortgage payment online, something I was not informed would happen as that's how I make my mortgage payment. They have forced me to mail my mortgage payment, which then results in it arriving to them late, but I am current. The last payment was made for XX/XX/2023 mortgage but I am showing they have placed my payment in a suspense but my check cleared my bank. They are purposely not crediting my payments I am making, and not allowing me to make my payment online. I can not even call in to make my payment as the representatives said my account is locked to not allow them to process my payments. They told me during this time, again to determine if I was eligible to move just one payment to the back of my loan and if not I said no problem I can make it work and keep making my payments, they said I would not be assessed any late fees. Yet I have been charged not one but two late fees BEFORE the payment was even late and to a payment I made. They did not inform me clearly they would be pulling my credit report for this decision, and as a result when they did they exposed my former UNLISTED telephone number where I received 25 spam calls in a matter of 11 hours the day after they pulled my credit report. I was forced to change my telephone number as a result. I have been harassed and unprofessionally, illegally and dishonestly treated by Truist. They are holding my mortgage payments I am making on time, not applying them to my account, and have blocked my access to make payment online all just for asking if ONE month could be moved to back of loan and again if not I would and have been able to make significant adjustments to my finances to ensure I will be more than okay. They are now telling me my only option is to sell my house or they will foreclose on my house. How can they force me to sell my house I am making house payments on, that I am current on and DO NOT want to sell my house? I need immediate assistance with this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Suntrust is my bank, now Truist. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX. Beginning in XX/XX/2021 SunTrust account was compromised and hacked. Every month for the next 14 months this fraudulent website and hacker charged my account to sometimes three times in a month without my knowledge or consent or authorization. I had no Internet access during this time frame, and was very very ill. I had no idea this was going on because they were charging small amounts every time first of the 14 months it adds up to over {$1000.00} and some 40 charges I contacted my bank they did investigation and they see that they are unauthorized and fraudulent and that it happened on their watch and their security breach. I never received any paper statements with my ledger again, was very sick and had no Internet access during this time. They just contacted me via email and said they can only refund me the first 60 days. Unacceptable my money was stolen on their watch and their security breach which I have no control over and I have no way to monitor my account as they never mailed me a paper ledger. I was very sick and did not have access to any Internet during those two years, I brought it their attention as soon as I found it two weeks ago. They can, I brought it there attention as soon as I found it two weeks ago. They can clearly see that it is fraudulent and unauthorized charges. They are only trying to pay me for 60 days, not my fault that they stole my money and now my bank is trying to keep my stolen money when its all their fault. I can not help that I was unable to access the Internet, and had no idea someone was stealing my money on their watches what I pay them to do. How can I allow someone to steal my money and then tell me I cant get it back because I didnt record it fast enough. I was on deathbed I need my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30017
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A