Date Received: 2023-01-31
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: There was a company-wide mandatory closing of accounts into new accounts with new numbers associated with the institutions new name... etc. During this process there was a DEBIT, CREDIT, then DEBIT, resulting a " double debit '', ( it was not a " XXXX '', or a debit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During XXXX, I used the CARES Act to apply for XXXX hardship mortgage forebearance. I contacted BBT/Truist in XX/XX/XXXX to let them know that my hardship was over and that I was ready to resume my mortgage payments. I was told that it did not just " pick back up '' where I left off but instead I either had to pay all my missed payments in one lump sum or I needed to do a loan modification. Since I could not afford to lump payment I told them I would do the Loan Modification. I was given the parameters that I needed to follow. Starting XX/XX/XXXX I started making monthly payments again on my mortgage. I followed all rules set forth for me regarding trial payments and was told I had met the requirements for loan modficiation. I filled out all paperwork and had it notarized. It was sent back and received by the company on XX/XX/XXXX. I continued to make my monthly payments while waiting for the loan to be removed from loss mitigation. Each time a payment was made via telephone I would ask about the status of my loan and the representative was never able to give me any details. I was only told to continue to wait. In early XXXX I recieved ANOTHER copy of the loan modification paperwork and was told I had to re do it all due to an error on their end. So we filled out the paperwork and had it notarized for a second time. It was received back by Truist Bank on XX/XX/XXXX according to tracking records. Since that time I have not been removed from loss mitigation nor has my loan been modified. I have continued to call monthly to make my mortgage payment and each time ask where I am at in the process and I can never get an answer, except to please be patient and continue to wait. Since letting Truist Bank know I no longer was under hardship, I have made 14 payments, filled out modification paperwork twice and yet nothing has changed. My payments do not go towards my balance but instead are being held in a suspense account. I continue to receive statements showing my mortage is in loss mitigation and my balance due continues to grow. I have continued to advise the customer representatives that I am no longer under a hardship and ready to continue to a conventional mortgage but nothing has been done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63755
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist stated that XXXX sent in my XXXX payment but they can not process it until the state releases the funds. No one has ever heard of this so I need to know whats the hold and why is the state holding the funds! XXXX has also not sent XXXX payments to XXXX XXXX XXXX for my internet payments. I have to call them every single month and Im getting no where. Its so frustrating!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33060
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist ( XXXX Suntrust ) calculated our escrow account incorrectly by including an incorrect insurance payment that they never made for {$4700.00}. It increased our mortgage payment by {$270.00} per month. I called them in XXXX and a customer service rep was actually helpful and figured out the error behind the scenes without me having to deal with numerous people. She said that a new analysis would be done and sent to us with a corrected monthly payment by XX/XX/XXXX. Since we did not receive anything via mail or email, I called today and was told that the request for a new escrow analysis was closed with no action ( and no communication ). I was told that the request was input again today and would be ready in XXXX business days by XXXX representative in the insurance dept and 4 days by another representative from the customer service dept. Our XXXX payment included the extra amount to avoid the nightmare of dealing with them for an underpayment. Now our XXXX payment is due. Please ensure that Truist follows through with the new escrow analysis. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/2022, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) was declared XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX went ahead and issued the first check to pay off the vehicle to Truist bank on XX/XX/2022 for the amount of {$24000.00}. Truist bank never responded and we called multiple times, at least 2-3 times a week to ensure they got the check. They kept saying they had no record of it ever being delivered, however, XXXX sent proof of it being sent. XXXX decided to reissue a second check after the first one was not taken on XX/XX/2022 and sent it to a different address they got from Truist. The bank still did not cash it. So we continued to inquire on it and they continued to say they didn't get anything. All the time my husband and I kept sending monthly payments to keep our credit in good standing. We contacted the branch manager to help us with the case. He said he kept calling the total loss department in Truist and couldn't get through himself. So we asked XXXX to reissue the check again and send it to the branch manager. However, XXXX wasn't able to do that, so they reissued another check on XX/XX/2022 to pay off the loan again. The branch manager informed us that Truist had finally admitted they had received the check sent in XXXX for the amount of {$24.00}, XXXX. We were glad and thought that this would solve the whole situation. It wasn't the case. The branch manager said we could stop making payments on the loan in XXXX which was the last month we sent payment to the loan. We had to buy another vehicle because I had to go back to work and we were making payment on 3 vehicles including the total loss car we hadn't seen since XX/XX/2022 after it got taken to the junkyard. We were running out of funds to pay 3 vehicles so we stopped. The branch manager said there was an issue with the car 's title so we went to the Tax collector 's office in XXXX to try to help fix it and they told my husband we couldn't make any changes because the title and the vehicle was not under our name at all and it belonged to someone else. We told the branch manager and he said it was odd and he'd look into it. This was in XX/XX/2022. Truist started calling us to make payments on the loan in XXXX when it was some days late plus fees. We told them we had already discussed it with our branch manager. They insisted we make 2 monthly payments plus a late fee even though we haven't seen the car or even own the title to it. They said they would report it to the credit bureau and in XXXX our scores dropped because of it. We have never made any late payments. We even have a second loan with Truist and it's current. Our credit is still good but we lost points due to this mistake Truist has made. They have the check in their possession to payoff the loan but chose not to. XXXX tried many attempts to fix the situation. They said the car was already auctioned and there was no title with them of it. XXXX tried to make 3 way calls with me on the line many times and left voicemails. The branch manager gave us a letter signed saying we don't have to continue making payments to it and that our credit will be fixed but nothing has been solved. Now Truist still refuses to cash the check because now they want to know who owns the vehicle. How are we supposed to know that? And why do we have to continue making payments on the loan if they have the check to pay it off in the possession since XXXX? Why are they penalizing us and our credit for their own mistake? We have exhausted all avenues at solving this situation and it is unfair to us. We need this fixed!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I tried to open an account with Truist and she stated I had a charge off account from years ago and Ive never been with them at all. This is identity theft and fraud.They were not able to give me information about the account but my name and social is associated with it and this is preventing me from opening account with them which needs to be corrected
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27707
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to request your help in resolving an issue I am experiencing with my current mortgage servicer, Truist Mortgage. I have spoken with countless associates, managers, etc., over the prior 6+ months to no resolve. My initial request of PMI ( Private Mortgage Insurance ) removal that began in XXXX of XXXX has brought to light multiple irregularities within my account ; 1. Mortgage Payment History - Truist Mortgage has numerously denied my petition for the removing of the PMI from my mortgage citing the following, " The investor of my loan XXXX, requires a borrower ( s ) to make 3 consecutive payments on their mortgage following a XXXX XXXX related payment deferral or modification '' ( Letter included ). And while I did enter a " XXXX XXXX payment deferral program '', it span from XX/XX/XXXX to XX/XX/XXXX. I then made XXXX ( XXXX ) trial payments from XXXX to XX/XX/XXXX. Afterwards, I accepted a new loan modification that began XX/XX/XXXX ( Copy of the Note included ). All subsequent payments since have been made on-time. Therefore, the denial reason Truist Mortgages is using can not be accurate or valid. I say this as I have made 15+ payments since my deferral ended as of today. Additionally, many of the associates I have spoken with at Truist Mortgage all claim to see an unidentified payment or credit made to my account in XXXX of XXXX that exceeds $ XXXX within their system. Everyone also claims this payment or credit brought my account current somehow. However, no one can source where it came from exactly. I advised them these funds did not come from me and must be an error on their end. To which, they do not believe is possible. 2. Mortgage Loan Balance - Over the prior 6 to 8 months Truist Mortgage has repeatedly reported the balance of my mortgage to all credit bureaus with significant differences each month. As a result of this, my XXXX rating has suffered tremendously. I personally feel this violates the Fair Credit Act. Another issue Truist Mortgage believes can not be true.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I am a Truist bank customer. I have XXXX set up on my checking account to pay a credit card balance to an outside bank XXXX XXXX XXXX XXXX. In XX/XX/2022 I revised the auto payment from $ XXXX to $ XXXX to make sure the minimum payment was being paid. For the month of XXXX no payment to XXXX XXXX was issued - not {$250.00} or {$450.00}. I was charged a {$40.00} late fee by XXXX XXXX for a late payment in XXXX that I had to issue directly. I was told by a Truist customer service agent that they are making system upgrades and there might have been an error and that is why the payment was not issued. I also heard from another customer service agent that when auto payments are revised they can take a month to take. Either way, the bill pay service that I relied on from my bank, which shows the auto payment for this account as " ON '' did not work as promised causing a late for me and a negative mark on my credit which I am desperately trying to improve and manage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Below is the email I sent explaining my issue with Truist : In addition to the issue explained below, I received a tax form from them, which listed over $ XXXX in principal due, which is incorrect. I believe this institution is predatory - looking to deceive old and minority customers with practices described below. Not to mention the previous issue we had around them trying to convince us to select 'interest only ' repayment when we opted for 'fixed ' repayment. 'Interest only ' repayment would have made this loan unaffordable and likely lead to us losing our property. I believe they made this recommendation to do exactly this. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Since I began my banking relationship with Truist, Ive experienced nothing but issues. The latest issue is around how payments on my HELOC have been/ are being applied. If you look below, you will see that we should be on a fixed repayment schedule - 30 year term with monthly payment of {$970.00} to be applied to both principal and interest. Whats actually happening is not this and I need answers ASAP. I tried engaging XXXX and XXXX copied on this email but still feel as if Im getting the run around as no solution has been reached. For XXXX - XXXX, I owed a balance of {$72.00} for interest accrued. I made this payment. For XXXX there was no payment due on the account, but I remitted {$970.00} in XXXX, which was applied to principal and interest ( ~ {$700.00} to principal and ~ {$200.00} to interest ). Unclear for what month this payment shouldve been applied to but if no payment was due in XXXX, this shouldve been applied to XXXX. My XXXX through XXXX payments were applied to interest only- all {$970.00} applied to interest. My XXXX payment was applied to principal and interest but this time ~ {$800.00} to interest and ~ {$150.00} to principal. ( Reverse of how my payment made in XXXX was applied ) This is very inconsistent and not what Id expect for a fixed repayment schedule. XXXX XXXX XXXX XXXX XXXX XXXX Email referencing in note above ) On XX/XX/XXXX, at XXXX XXXX wrote : XXXX, good morning. I am happy to share that your HELOC has officially been locked with the following terms : Loan amount {$180000.00} Rate 4.75 % Term 360 months ( 30 years ) Monthly payment {$970.00} XXXX, as of today your HELOC has accrued interest of {$72.00} which needs to be paid today, as well as a 1 time rate lock fee of {$15.00}. With your authorization, I will debit your checking account in the amount of $ XXXXand that will conclude this process. Thanks again XXXX and have a wonderful day. XXXX XXXX XXXX / Vice President
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Truist is currently advertising an offer on both XXXX and XXXX for a {$400.00} bonus when a new customer opens a new checking account. Looking at the fine print of the offer it very clearly states The offer is only valid to customers who have had a direct communication from Truist. A XXXX or XXXX ad is NOT a direct communication and therefore anyone who opens a new account through this advertisement would automatically be disqualified from the account opening bonus. I have reached out to Truist with my concerns via XXXX comment, XXXX message and XXXX message. I only had one response which stated that I could look at the fine print on the website to determine my eligibility. This seems like an attempt to intentionally avoid addressing the point I have raised and the whole advertisement appears to be an attempt to mislead customers into opening a new account and then withholding the advertised bonus. Here is a link to the ad on XXXX ( I will also attach a screenshot ) XXXX XXXX XXXXXXXX? XXXX Here is a link to their offer site which shows the fine print. XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A