Date Received: 2024-01-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am writing to file a formal complaint against Truist Bank regarding the repeated lockouts of my business account and the complete lack of communication from their end. I am deeply concerned about the impact this has had on my ability to access and manage my funds. I have experienced two separate incidents where Truist Bank has locked me out of my business account without providing any prior notification or explanation. To add to the frustration, I have not received any written communication or phone calls from Truist regarding these lockouts. Ive personally reached out to them both in-person at a branch ( XX/XX/XXXX, XX/XX/XXXX ) and over the phone ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) to address these issues. Upon contacting Truist 's Fraud and Account Security departments, I was informed that there is no case on their end, and there are no fraud flags associated with my account. Despite this, they have been unable to completely unlock my account, citing the current lockout as the result of an individual at a branch. Regrettably, this specific individual has proven to be unreachable for all occasions Ive reached out to Truist. I am extremely concerned about the lack of transparency, communication, and the inconvenience caused by these account lockouts. As a customer, I deserve to know the reasons behind these actions and to have access to my funds without unnecessary obstacles. Truist 's failure to communicate and resolve this matter promptly is not only frustrating but also puts my business operations at risk.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33596
Submitted Via: Web
Date Sent: 2024-01-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-25
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I attempted to contact the firm via their form on XX/XX/XXXX, I called and spoke to someone on XX/XX/XXXX who gave me information and then escalated to her supervisor XXXX, who provided additional information, which contradicted the first person. I had been told by my contractor verbally and in writing that the loan would be 0 % interest for 12 months. I asked multiple times via email for clarification on the language in the contract, which was validated as correct. I would've paid in full the cash amount, but it made more financial sense to take the loan for 12 months, and then pay it off when interest began to accrue afterwards. When I called to get my payoff amount, it was $ XXXX higher than I anticipated based on the starting balance, and the 14 payments I had made. When I spoke with XXXX he explained that because I didn't pay off the loan DURING the promotional period, the promotion was retroactively rescinded and the full balance had accumulated 17.99 % interest the entire time. So it wasn't a 0 % interest, it was a deferral, that was then retroactively applied in full after the 12 month promotional period. This is highly confusing, different than what was communicated, and misleading. I requested they immediately cease pulling via ACH from my account ( I paid the monthly payment automatically in full on time each month ). The balance at the end of the 12 month period was {$9600.00} ( per XXXX ), and then because I didn't pay that balance in full prior to that day, even though all payments were made on time and continued to be paid, my balance jumped $ XXXX. The company only makes money if consumers DON'T adhere to the promotional period- so the company, Service Finance, is incentivized to have consumers miss out on the promotional period in order to recoup any gains from lending. This is especially harmful to lower income individuals who rely on these programs to help repair their homes. Loan was created in XX/XX/XXXX for XXXX Monthly payments were made via ACH ( auto, on time ) for {XXXX Promotion as described verbally/writing by contractor was 0 % interest for 12 months, and 18 % afterwards I paid all monthly amounts on time, and called XX/XX/XXXX to payoff the balance I was told the balance was still {XXXX which surprised me because it was ~ $ XXXX more than I expected. Further investigation uncovered it was a deferred interest loan that retroactively applied in full if the entire loan wasn't paid within 12 months, which negates the value of a promotional period for all individuals who can't pay the loan in full in a short window. This also contradicts my understanding of the loan. A promotional period implies a value to the consumer - not a term that triggers a retroactive fee application- which is confusing, misleading, and harmful to consumers who are trying to navigate complex financial documents and understand financing terms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43016
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: I, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX NJ XXXX, phone XXXX, the sole owner of used car dealership XXXXXXXX XXXX XXXX, located at XXXX XXXX XXXX, XXXX NJ XXXX, ask for your help to find cyber scammers who got my money. The Truist Bank where money where wired did reject to help me so far. On Wed, XX/XX/2023 at XXXX XXXX I purchased a vehicle for my customer at XXXX auto auction through website manheim.com. I went to their contact page at XXXX XXXX XXXX picked email XXXX and sent them request to provide me wire transfer instructions how they want me to pay for the purchase. During the correspondence, somehow my contact was intercepted by the attackers and they, on behalf of XXXX, gave me an incorrect bank account for transferring money. Visually you could not find a difference between real and fake XXXX emails. We found it only XX/XX/2023 during the internal investigation. I sent a wire transfer of {$88000.00} ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX/XXXX USD ) to the fake bank account in Truist Bank belongs to fake XXXX XXXX, criminals gave me. In fact, I lost all my money. Yes, it was my mistake, I could not recognize the scammers. But their playing was very professional. It was impossible. I absolutely do not believe that in the digital age it is impossible to find criminals who stole digital money transfers. It is especially important to understand that this was a domestic transfer, not an international one. Someone registered a company, opened an account, and received money. Even if the money was then transferred abroad to the United States, these are still digital transfers. It's impossible to hide your tracks. Sooner or later, this money still had to be cashed by some specific people. The refusal of banks to help looks like laziness and complete unwillingness of banks to cooperate and help their clients in very difficult situations. There are lots of legal actions done by myself already : 1 ) Local police report # XXXX was filed at XXXX XXXX XXXX XXXX NJ Police department on XX/XX/2023 XXXX ) FBI Complaint was filed at www.ic3.gov on XX/XX/2023 XXXX ) On XX/XX/2023 I stopped by at my XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX, NJ XXXX, ( XXXX ) XXXX ( XXXX ) and asked them to find any kind of information and opportunity how to return the payment 3 ) XXXX Case number XXXX has been created XX/XX/2023 for XXXX. Information requested from XXXX : all access date, XXXX, Location and devises and also any kind of suspicious activities on my account XXXX during the XXXX, XXXX and XX/XX/2023. XXXX ) This is the list of fake emails belonging to cyber criminals. XXXX XXXX XXXX 5 ) Copy of all the paperwork and reports sent to XXXX XXXX XXXX by mail by XXXX XXXX on XX/XX/2023 Any additional paperwork is available upon request. I am attaching some of the paperwork, but I have more than 40 extra files ( more then 100 pages ) with everything including email conversation with suspects. Please help me to get my money back. I put all my family savings into this transaction to cover by clients purchase on time and now I am totally broken. Thank you. p.s. " XXXX This is the XXXX XXXX response regarding this crime and contact with Truist Bank : `` On XX/XX/2023, case # XXXX was opened and assigned to Investigator XXXX XXXX . An outgoing Hold Harmless agreement was forwarded to Truist Bank requesting the return of any remaining funds. At this time we are waiting for an update from Truist Bank regarding the Hold Harmless letter sent. I trust this information is sufficient. If you require additional assistance, please contact investigator XXXX XXXX at XXXX. If you have filed a report with Law Enforcement or any Governmental Agency, XXXX will cooperate with their investigation. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08234
Submitted Via: Web
Date Sent: 2024-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account number ( please contact for ), 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 an account without my written instructions. 15USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer report late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19114
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I traded in on XX/XX/XXXX a XXXX XXXX 2018 to XXXX XXXX in XXXX, CT. They fully paid the remaining balance and on XX/XX/XXXX I got the monthly payment ( {$840.00} ) debited from my bank account as I had automated payments set up since I opened the account. On XX/XX/XXXX I called the financial institution that had my loan and they acknowledged that they had debited after the account had been paid in full and supposedly issued a check for the total amount and sent it via mail. On XX/XX/XXXX I reached out again since I still had not received the check. I was told they would put a stop payment on the check reissue a new one and to give it until XX/XX/XXXX to receive it. On XX/XX/XXXX I called again and talked to XXXX who again said they would put a stop payment on the previous check and reissue a new one. It's the third check they say they sent. I confirmed the address with XXXX. It's now the XXXX and I haven't received any of the three checks they have supposedly sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06040
Submitted Via: Web
Date Sent: 2024-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: I have not had a single positive experience working with Truist. I am XXXX XXXX XXXX, serving in XXXX. I have no possible way to access my account. When I moved here, my loan was with SunTrust. It switched to Truist with no notice or explanation. I lost all access and ability to even make payments! They would not do anything for me, and the only way to try was to place an hour long international call on my cell phone. They refuse to speak to me any other way. Each time I call, they talk in circles, and say that I need to try and call back. Each time they say they will leave a note on my account, but I call again and start from square one. Their incompetence is so outrageous it feels like it is malicious. I now am trying to sell my vehicle so I can be free from them. They can only send a payoff letter via fax, and not to an international number. So there is the first problem. Second, the XXXX government requires a letter from the bank giving permission to sell. I have spoken to them twice, and I am on the phone for hours with no answer. I'm stuck over here in XXXX, and they know I have no options. Yet they refuse to find any solutions to the problems that they create.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2024 XXXX XXXX XXXX XXXX & XXXX XXXX XXXX Truist XXXX XXXX XXXX XXXX XXXX, NC XXXX RE : Help Requested Checking Account XXXX Dear XXXX XXXX XXXX I have tried to seek help through Truist Customer Service but have not been able to understand the logic behind a ten ( 10 ) day hold on a personal deposit of {$400.00} that I made via the Truist phone application on Friday, XX/XX/2024. Background I made a check deposit of {$400.00} from my XXXX XXXX XXXX XXXX ( XXXX ) checking account ( XXXX ). My XXXX checking account is linked with my Truist checking account ( XXXX ) and vice versa. The deposit was made via my Android phone and at the time of the deposit, my Truist checking account was overdrawn in the amount of negative forty-one dollars and twenty-eight cents ( - {$41.00} ). My deposit when fully cleared would have left a balance in my Truist checking account of {$360.00}. When I made the deposit on Friday, XX/XX/XXXX, it was posted with {$220.00} immediately available. However, on Saturday morning, XX/XX/2024, I received a text message indicating that a XXXX Administrative hold had been placed on the full deposit amount. I called my local Truist branch and was told I need to call back on Monday to speak with the back office. I also called on Monday, XX/XX/2024, and after being on hold for about XXXX minutes waiting to speak with a manager or supervisor, I was still unable to get a reasonable explanation from the Customer Service Representative who placed me on hold. Follow-up Request Sir, is there anything that you can do to help me? Why is there a 10-day hold on a check from an account that is linked to my Truist checking account? I would appreciate hearing from you. Thank you! Sincerely, XXXX XXXX XXXX ( work ) XXXX ( cell, no cell access at work ) XXXX ( home ) XXXX ( email )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I traded a car that was financed thru Truist on XX/XX/XXXX. I'd purchased XXXX XXXX at the time I purchased the vehicle. I reached out to Truist to obtain a status on my XXXX refund and they told me they'd sent a refund to me on XX/XX/XXXX. They sent the check to an address that was never on my loan. I've resided at the same address since that car was purchased XX/XX/XXXX, and they have not explained why the check was sent to another address. They told me they could not stop payment on that check or reissue because they were going thru a system conversion and could not give a date when they'd send out a new check. I've called every week since and I keep getting the same story. I've asked to speak with leadership and to date no one has called me back and my check has not been processed as of this past XXXX XX/XX/XXXX when I last called.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Repossession
Subissue: Account reinstatement or redemption after repossession
Consumer Complaint: I drive a XXXX XXXX XXXX that is in my husband 's name. He XXXX XXXX in XX/XX/XXXX. My husband bought it brand new in XXXX, XXXX. This truck is financed through Truist. Beginning XXXX, I began to struggle financially for several reasons. In XXXX, I realized I was not going to be able to make my truck note. I went to a Truist branch to ask for an extension but was told they could not even talk to me about the account because my name was not on the loan. I had given them my husband 's XXXX XXXX about XXXX of XXXX. At that time I was told I could just leave it in his name till I paid it off. I was able to make XXXX, XXXX, XXXX payments. But missed XXXX and XXXX. XX/XX/XXXX, I was able to make a payment but still left me 3 months behind. A friend found out about my struggles and loaned me {$5000.00}. On XX/XX/XXXX, I took the cash to this Truist branch and told the teller I wanted to catch up and pay in advance as much as I could. I am paid through XXXX of XXXX and most of XXXX. At the time I was still able to get on the account online. I noticed that the past due amounts had not been corrected yet but just assumed Truist would correct the account. I did not realize the teller had put the money toward the principal. I don't understand loan stuff. Then on the morning of XX/XX/XXXX, I went out to go to work and my truck was gone. My gut told me it was Truist so I called their XXXX number and was transferred repeatedly with each one telling me they couldn't talk to me because my name wasn't on the account. When this Truist branch close to us opened, my daughter and I went inside to talk to the one man that had been nice to me. He called the corporate office and they refused to talk to him because I was sitting at his desk. He did say he'd talk to his branch manager about this. He and I talked by phone a few more times. He told me his manager was trying to get the money moved to the right place and they would pay the towing fees. Also she was trying to get the rest of the loan paid off, which is a little over {$4000.00}. I told the branch office that I needed to get my grandson 's carseat out and they kept saying they had no idea where my truck was towed to. On Friday morning, XX/XX/XXXX, I saw that the account had been corrected to show that I was paid up on the day that I had initially brought them my money, XX/XX/XXXX. But the repo department for Truist would not release the truck to me because my name wasn't on it. They said I had to have a court document saying I was the executor of the estate. I did not file for XXXX when my husband XXXX XXXX because we had nothing. The house we lived in wasn't ours. It was owned by the XXXX my husband XXXX. We had no savings or investments. On XX/XX/XXXX, I went to see a lawyer. He said he would send a demand letter to Truist. I'm not exactly sure when it was mailed. It's dated XX/XX/XXXX. He said he sent it certified mail return receipt to the Truist branch I had been dealing with. And just regular mail to the corporate office in XXXX XXXX. He said they didn't have anyone to sign for a certified letter there. My attorney also said he had tried to call this Truist branch office and only got their voice mail. On XX/XX/XXXX I discovered Truist had locked me out of the online account where I had been paying my truck note all along. On Friday, XX/XX/XXXX, my attorney said he'd received the certified XXXX XXXX back. And that he would try to call corporate sometime the next week. But it is impossible to get through to corporate. Truist phone numbers available just take you in circles for customer service. My attorney is suggesting I file a short form XXXX to make me XXXX if he can't talk to corporate. But that will take time and money I don't have. I should not have to do this since it was their mistake. I desperately need my truck back. It's been over a month now since they wrongfully repossessed it because of Truist teller 's mistake. I was paid up XXXX weeks before they took my truck. Can you please help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX I received a text message with a screenshot of my personal account bank statement from my business partner asking about my personal account funds and then I came to realized that my business partner had access to my personal account for almost over 8 months without any of my authorization. In XX/XX/XXXX when my business partner joined the business we went to the bank and gave him access to our business account, but somehow he was was able to switch user online into my personal account and had access to all my personal finances through his personal devices. This is unacceptable and a huge privacy problem and right now my business partnership is at risk due access to unauthorized information that my partner had access to. Institution : Truist Bank XXXX XXXX XXXX XXXX XXXX XXXX, FL, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A