Date Received: 2023-02-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I closed my credit line Acct XXXX with Suntrust/Truist bank on XXXX after repeatedly losing access to online banking during their merger with BB & T Bank . Due to not having access to online banking, I had to call in to get the total amount due in order to bring the balance to XXXX and close the account. The representative took payment from me of {$120.00} in order to bring the account to XXXX and close it out. on XXXX I got a letter in the mail from Truist bank stating that I owed {$22.00}. I called Truist and was told they didn't see what the problem was on their end and couldn't confirm if it was or wasn't fraud so they opened an internal fraud investigation and would let me know once that process was complete. Several months later without ever hearing back from Truist, I got a letter from them stating that I owed {$68.00}. I called again and spoke with a Truist rep named XXXX on XXXX and requested more info on what was going on. She was able to inform me that there was a charge of {$22.00} that posted on XXXX that I wasn't informed of at the time I closed out the account. At this point I offered to pay the {$22.00} to settle the account but was informed that I would also be required to pay late fees as well of which I refused to do since I wasn't made aware of the existing balance at the date I closed the account. The date of this writing is XXXX and they are saying my current balance is now in the range of {$200.00} due to late fees accruing every month. After no less than 5 separate conversations with different representatives and a one hour round trip to my nearest Truist branch they are continuing to add to the balance on the account that I closed almost 1 year ago. My credit score as a result has gone down over 100 points and I have spent countless hours on the phone and in transit to the branch with no offer of resolution by the creditor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Unable to access my accounts online due to a system upgrade done by the bank last Friday So far its been four days without access. No forecast as to how much longer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Upon review of my credit reports, I have discovered several hard inquiries that should not be present as I have not applied for any services from these creditor. XXXX on XX/XX/XXXX XXXX XX/XX/XXXX. XXXX XXXX XXXXXXXX XXXX XXXX XX/XX/XXXX Truist Bank XX/XX/XXXXXXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19018
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My wife and I had a car loan through XXXX XXXX XXXX XXXXXXXX XXXX XXXX, the loan was sold to Truist Bank. Truist bank gave us little to no notice that the loan was sold and we were set up on auto pay with XXXX XXXX XXXX XXXXXXXX XXXX XXXX. They did email my wife which went to her spam, and called her and they left a message while we were on vacation. As soon as we noticed the money had not been coming out we squared up the balance with Truist bank. We also asked them how to clear our credit history of any missed payments, due to the fact that we felt were not at fault. We were told to reach out to the credit burrows individually and dispute the record. This did not help. What can we can we do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53105
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/2023 I initiated a balance transfer from a Truist Credi Card to a XXXX XXXX Credit card through XXXX XXXX XXXX mobile site. On Truist 's website, I was not informed that balance transfers could take up to 30 days and that I would be responsible for the interest during that time. I had made a balance transfer before and never had that issue. This time the balance transfer showed up in my XXXX XXXX account on XX/XX/XXXX but has to date as of XX/XX/XXXX the transfer is still not reflected on my Truist account and I am being charged interest on an amount that I thought had already been transferred. In this 30-day transfer period ( that I was not informed of ) I am being charged interest by two different banks for the same money. How can it take 30 days on one side to process a transfer but it goes through right away on the other side? How is it legal that through this process I have two accounts showing the same balance and being charged interest on both accounts? Presumably, this would also impact my credit as I am showing double the amount of debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were given a HELOC back in I think 2016 with Susquehanna, then BB & T, and now Truist Bank. We were told at that time that the way the line worked is we could take out an amount and choose either a fixed rate option where the rate would be fixed and we would pay back a certain amount of pricipal and interest over a certain number of years or we could just use it more like a regular credit line where we could take out an amount and the interest rate could adjust. We initially after receiving the line, too out I think about {$35000.00} and fixed that rate at about 3.75 %. Over the years we have taken out and pay back smaller amounts at the adjustable rate option. As of this past XXXX we did not have any amount owe other than the fixed rate. Any time we used the adjustable rate option wehad paid it back quickly. I went into the branch on XXXX XXXX this past XXXX, because we had some projects coming up and I knew rates were on the rise, so I wanted to see about taking out an additional $ XXXX {$15000.00} and choosing the fixed rate option. The rate I was quote was XXXX?? %. I know it was under 5 %. Since that rate was still so good, I chose to take out {$15000.00} and fix the rate/payment. When the bills arrived, I paid the amount due for the first several months. Everything seemed good. This past Fall, I started getting noticed about past due amounts, late fees, and rate changes. I called the number on the statement and was told they could not help me and I had to call the branch. I called the branch several times in XXXX and each time was told that the person had to speak to a supervisor, would get back to me etc. They never got back to me and eventually told me that the manager I had worked with to take out the additional {$150000.00} was no longer there. I asked for them to send me the paperwork on the loan and was told they could not find it. I paid the amount I believed was due. The bills arriving in the mail were super unclear on what was actually owed and kept referring to interest rate changes, which should not be because I had chosen a fixed rate option. Today I tried again to call the main number since the branch was no help. The person I spoke with found my line of credit and the original fixed rate portion but could not find anywhere that said anything about the {$15000.00} I took out OR the rate being adjustable or anything at all about. She could not tell me what I owed or what had been messed up concerning fixing the rate. She told me I had to wait 48 business hours to hear from a manager. However, at this point this is the fourth time I have been told to wait a few days to speak with a manager and I am very concerned that I am being charged a higher rate than I agreed to, that I don't know the amount to pay, that I am being charged late fees, and I am concerned that this will negatively affect my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had signed up for online billing and notifications with my previous mortgage company ( XXXX XXXX ) due to my work overseas as a XXXX XXXX XXXXXXXX with the XXXXXXXX XXXX XXXXXXXX XXXX. I've been overseas in various assignments since XXXX, and mailing addresses changed with each assignment, leading to my opting for online communications. XXXX XXXX apparently sold my mortgage to Truist in XX/XX/XXXX and Truist never notified me of the loan transfer. As a result, my auto-debit payments with XXXX XXXX stopped stopped without me knowing, and I then missed payments with Truist. I never received communication from Truist. In XX/XX/XXXX, I learned that my credit score had dropped XXXX points due to Truist reporting that I was late on mortgage payments. I immediately ( XX/XX/XXXX ) contacted Truist and found out they were my new mortgage servicer and made a {$7400.00} payment to catch up loan payments and set up auto-debit payments with the new account number I received that day. Subsequently, I requested Truist modify its reporting to credit agencies due to lack of notification of the loan transfer and catching up on payments. Truist refused and sent me a letter notifying me of their refusal. I feel absolutely helpless due to the power that Truist holds over me. I have XXXX other negative marks on my credit history, and this reporting could last for several years, threatening my financial future. Truist has shown no willingness to take the right steps. Thousands of XXXX XXXX XXXX and military personnel working overseas at our Embassies are similarly helpless, particularly as the weak notification attempts ( assuming there were any ) are considered a box checked, without understanding realities of their new mortgage customers, many of whom are their customers not by any choices they made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX my checking online banking account restricted by Truist Bank. It was working fine XX/XX/XXXX. The bank decided to update accounts as a system clean up as result of an issue with XXXX accounts. I called customer service spoke XXXX different people I was instructed to go to the branch, the branch stated that the account was fine there was no issue but I still can not access it. I finally spoke supervisor at Truist Customer Service who stated I had to go back to the branch XXXX XXXX, XXXX, MD XXXX. We identified what the problem was and corrected the paperwork XX/XX/XXXX, I worked who has been very helpful but as XX/XX/XXXX I still do not have access to my account and funds. I spoke to another with Customer Service Supervisor on XX/XX/XXXX who is now stating that will now take XXXX business days for this to be taken care of due to the number of customers impacted by this change. There was no communication before this change was done. My trust has been in effect since XX/XX/XXXX with same bank through all their mergers. I can I pay my bills? Who is going to pay late fees? What impact could this have on my credit score? How can the bank do something like this without communicating
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21230
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I wanted to open bank account at Truist with XXXX dollars bonus. After I filled application, I received a confirmation that account is opened and I have to wait a confirmation in mailbox. At the same time I got account number and promo code after filling application. I tried to log in in the bank app and it offered to me to activate my account first by visiting one the branches. I visited a branch and was told that my account is closed and I can be ever their client because it was confirmed that I do fraud operations. And they gave me a phone number for a fraud services. I called this number and they can't help and only recommended to visit a branch. I bielive they just don't want to give a bonus. But the way they are working is iterally a scam. Don't recommend their service. And my credit score went down. I never ever had one payment for any of my credit cards. Truist services should be regulated and audited by government
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32068
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a credit card with Truist ( before BB & T ) Bank, for my company and my name is on it. I did a purchase to XXXX XXXX XXXX XXXX XXXX SC. XXXXXXXX. Then I made a return of some material on XX/XX/XXXX for {$17000.00} then on XX/XX/XXXX I did another return of material for {$76.00} The whole amount I have as a credit is {$18000.00} Usually a credit card at the end of the billing circle they return the money ; no in my case. Every month I waited for them to send the money by mail in form of check. On XX/XX/XXXX I noticed that The money was not longer from my Credit card Statement. They placed a note of balance refunded. XX/XX/XXXX started and I did not received anything on the mail so I called them. They said that the money was in transfer they were not able to cancel that process I need to wait until XX/XX/XXXX. On XX/XX/XXXX I called back and complaint they said that they were going to cancel a check they were going to send me and refund the money in 3 business days into the Company 's account. I called last night again because there is no money in the business account as they said and they said again they are going to process a refund in form of check. They have been holding the company 's money for almost 6 months. Thank you,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A