Date Received: 2023-01-09
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I tried to open an account in XXXX of last year at the Truist Bank location on XXXX XXXX in XXXX. The CSR at the branch advised me he couldn't open an account due to previous fraud being reported in the system and gave me a number to customer service for more info. I called and was transferred to the fraud department where I was told they don't have any previous accounts opened with my information so they didn't see why I was unable to open an account. the rep opened a fraud case which was only supposed to take a max of 30 days. Its been 60 and I still haven't heard anything from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, my partner and I applied for a home loan refinance. Our plan was to refinance and use the equity in our home to pay off debt. We explained to the loan officer at the beginning of the process that there were gaps in employment, and a drop in income in XXXX and XXXX due to covid. We explained that my partner was laid off in XX/XX/XXXX, and brought back on a limited based in XX/XX/XXXX as a XXXX employee. He came back to work full time in XX/XX/XXXX but remained XXXX. On XX/XX/XXXX we were told that the loan was approved with conditions. Conditions were title, updated homeowner 's insurance, payoff quote from current lender and most recent credit statements for payoffs. Due to hurricane XXXX an inspector was sent to our home to assess the damage. On XX/XX/XXXX we were told that we were required to complete repairs in order to move forward. We completed the repairs, which were costly and out of pocket, and provided paid invoices and pictures of the completed work. On XX/XX/XXXX we were told that my partner 's XXXX income was considered self-employment. We were then required to supply a profit and loss statement and XXXX and XXXX tax returns. On XX/XX/XXXX we were informed that the loan was denied because the tax returns do not show sufficient income. The denial letter also states excessive obligations in relation to income, which is not true based on the fact that most debt was going to be paid at closing. When I spoke to the sales manager and asked for an explanation of income guidelines surrounding covid, she said that income guidelines had become stricter due to covid. XXXX was taken into consideration for me as a XXXX XXXX, but not for my partner who had been laid off during covid and forced to return as a XXXX XXXX. These unfair and deceptive lending practices have left us in worse position than when we started this process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33991
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I deposited a XXXX check in the amount of {$15000.00} in XXXX on XX/XX/2022. The conversion rate that they used was XXXX which is incorrect because the conversion rate should have been at least XXXX. Both of my sisters received the same amount ( this was an estate check from my mom ) and they received more than XXXX and I only received {$17000.00}. I filed a complaint and the number is XXXX and I spoke to both XXXX XXXX XXXX XXXX and XXXX at XXXX and they told me they can not help me so I'm hoping that you can. The bank is Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20832
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022, my mortgage with XXXX Bank was purchased by Truist. I received a letter explaining the purchase, providing my new loan information, and providing instructions for setting up my online account. I have tried at least XXXX or XXXX times to set up my account, to no avail. Based on several hours of conversations with several Truist employees in various departments, I have learned the following : XXXX Truist policy, in order to verify my identity, Truist must send a text message to my mobile phone. Before they will do that, they run my number in XXXX to ensure the phone is registered to me. My XXXX is XXXX XXXX XXXX and my phone is, of course, registered to me. Unfortunately, according to XXXX XXXX my phone is not registered to me. Therefore, Truist will not send me the text message to verify my identity. XXXX data is, by their own admission, imperfect. I have offered to provide a copy of my license, my passport, a copy of my phone bill, get on a video call, I even asked them to call my office ( XXXX Government ) and ask for me. No matter who I speak with at Truist, the conversation always ends with a " I'm sorry, there's nothing more we can do. '' They have " escalated '' my complaint twice, but those supervisors also end up apologizing with no offer of a resolution. I just made my second monthly payment by mailing a check, and can not see my account, view my principal balance, download my XXXX for taxes ; I am essentially locked out because they can not figure out how to verify my identity. I have gone to their corporate office and made a complaint, and also submitted a complaint to the XXXX. I am an educated consumer with excellent credit and have exhausted all reasonable alternatives to have my issue resolved. I am frustrated beyond belief and can only hope that a communication from the CFPB will be the stimulus Truist needs to resolve this complaint. I will also point out in my conversation with XXXX of the representatives at Truist, there are several others like me, former XXXX Bank clients with XXXX XXXX XXXX phones, who are in the same boat.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95746
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I traveled to XXXX on XX/XX/2021. Communications in my family village are difficult ; I had no internet connection and unstable phone connection. Now that I have returned to the United States, I have been able to collect information that was not easily available to me while I was in XXXX, and which is directly relevant to my claim. To start at the beginning, on XX/XX/2021. SunTrust send a fraud alert to my email, but I could not access my email in XXXX. My young daughter was monitoring my email account in the United States and informed me via XXXX of the alert. I called my XXXXXXXX XXXX, who has helped me in many ways over the past seven years, including setting up my email account, and asked her to respond to SunTrust. I authorized her to access my email account and respond for me to inform SunTrust that this was fraudulent activity. She replied to the alert notification on XX/XX/2021. Despite that timely response, SunTrust continued to allow these fraudulent withdrawals, sometimes 10 in a single day. A cycle of this began, and notwithstanding our continued emails to SunTrust, we could not put an end to these transactions. In spite of my best efforts and those of my friends and family in the United States, before SunTrust froze my debit card, a total of XXXX had been fraudulently withdrawn from my account by an entity identified on my bank statement as XXXX XXXX. I also incurred over XXXX in overdraft fees, because the withdrawals continued to occur even after my account had been drained to XXXX Because of the severity of this situation and my inability to get it resolved, I returned as soon as I possibly could from XXXX. I visited the SunTrust branch in XXXX, Tennessee, along with my XXXXXXXX XXXX and initiated a claim. Upon the suggestion of the SunTrust banker I met with ( XXXX XXXX ), I filed a police report ( copy attached ) on XX/XX/2021.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I inherited an IRA from my mom in 2021 for approx XXXX. The bank was Suntrust at the time. Truist bought Sun Trust shortly after that. I went to the branch to fill out paperwork to take the required annual minimum distribution. I got a check for the distribution ( around {XXXX} ). Approximately XXXX weeks later I received a check for the remaining balance in my account. I went to the branch and spent XXXX hours and no one could figure out why the check was cut. They had no authorization to close my account. They were rude, never said sorry and didn't seem to care that this has happened by mistake ... .where are the financial controls. The clerk specifically said we have no idea why this check was cut. So it took along time but they got the money redeposited. Because it is an IRA, I did not want the entire amount cashed out this year because I would have to pay the taxes. The branch XXXX, XXXX XXXX, would not even return my calls to discuss this mistake. I decided I did not feel comfortable leaving my money at Truist so I told them I was transferring it to XXXX. Never once was I told there was a transfer fee of XXXX and since they has made this mistake I would have requested it be waived. So I called the branch XXXX again requested it be waived and she simply said nope. Can't do it. Never saying sorry for this mess or anything. In addition, during the course of having this account with them, I received letters telling me my new account numbers, that I needed to add beneficiaries, etc and the letter always said call this number. I called the number listed over the months XXXX or XXXX times, the answer I always got was you will have to go to the branch. They can't answer the simplest of questions which also made me really concerned that no one has received training. Truist needs to be investigated. I am not sure they have any idea what they are doing and their personnel are rude and untrained. It should not take XXXX minutes and XXXX people to redeposit a check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a Certified Check ( {$12000.00} from XXXX ) into my Trusit checking account - online deposit. Truist placed most of the funds on hold until XX/XX/2023. This seems an excessive lenght of time for a Cashier Check from another bank. I dont see the rish to Truist bank. Also, funds i try to sendusing the XXXX app are also, placed on hold. Hello XXXX XXXX, Account Number : Business Day of Deposit : XXXX Total Amount of Deposit ( s ) Subject to Hold : {$12000.00} Available XXXX : {$5500.00} Total Amount of Funds Held : {$6400.00} " During our review of your recent deposit ( s ), we found it necessary to place a hold on the check ( s ) deposited. This hold will delay the availability of these funds to cover any outstanding checks, ATM withdrawals, debit card purchases, or other debit items, such as cash withdrawals or wire transfers. We encourage you to monitor your available balance through Online Banking, Mobile Banking, or by contacting us at XXXX ( XXXX ). The reason for the hold and the date on which the funds will be available are outlined below : '' Deposit ( s ) Subject to Hold Funds Held from Deposit Date ( s ) Funds Will be Available Hold Reason {$12000.00} {$6400.00} XXXX Total Deposit for today exceeds {$5500.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39532
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I HAVE JUST SIGNED A DEFERMENT WITH TRUIST MAKING MY LOAN CURRENT. I AGREED TO THE NEW MONTHLY PAYMENTS OF {$1700.00}. NOW I GET A BANK STATEMENT SAYING MY NEW MONTHLY PAYMENT OF {$1700.00} ADDING {$3.00} CENTS TO THE PAYMENT. IF THEY ADD THAT UP FOR 12 MONTHS, THEY CAN MAKE A GOOD PROFIT AFTER ADDING THIS AND THAT TO THE {$47.00}. WELL, I WANT TO CHANGE SO THAT {$1700.00} WILL BE ON THE BANK STATEMENT AND NOT THE {$1700.00}. CAUSE THAT WILL CONSTITUTE MISREPRESENTATION OF FUNDS AND BREACH OF CONTRACT. AND AS FAR AS THE XXXX XXXX, I GOT THIS DOCUMENT STATING ALL OF THE VETERANS AFFAIRS DOCUMENTS BEAR THESE XXXX EMBLEMS ON THEIR DOCUMENTS NOT XXXX XXXX. THIS IS THE VA SIGNATURE HEADING ON ALL APPLICATIONS AND PUBLICATIONS IT`S THE LAW. I AM SENDING COPIES OF MY DEFERRAL AGREEMENT, THE BANK STATEMENT DATED XX/XX/2022, AND ALL THE VETERANS AFFAIRS SIGNATURE MARKINGS. AGAIN I WILL NOT BE CONTACTING YOUR ADVOCATE CAUSE IT CONSTITUTES A CONFLICT OF INTEREST BEING A PAID ASSOCIATE.
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: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/2023 XXXX XXXX contacted me by phone from Regional Acceptance. Without my consent. This is a violation due to the fact that I did not give her written consent to call my phone to discuss the complaint that was filed through the CFPB days before contact. So the following day XX/XX/2023 I texted her to let her know she was in violation and also tried to get her to go back to the cfpb or even email me. Instead she proceeded to try to figure out why the complaint was made to begin with. I went ahead and told her and she denied any laws that were given to her. She stated she wanted to know why I felt discriminated against. I proceeded to tell her. I also want to add other reasons to my complaint. If you look at 12 CFR 202.9 ( 3 ) ( b ) ( 2 ) statement of specific reason basically the reason for the adverse action is discrimination due to the fact that a person with a credit score of XXXX gets approved and a person with a XXXX doesnt. So the specific reason is in fact insufficient. Due to the fact that a fico score or debt can not be used as specific reason. So what is the specific reason for the denial? This is also a violation of the ECOA I also requested to speak with the underwriter and XXXX stated that there was no underwriter. This lady continued to deny anything that I stated also known as laws she completely denied everything. She stated she would respond to my complaint in the allotted time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: In XX/XX/XXXX, I entered into a consumer credit transaction with XXXX XXXX XXXX of XXXX, XXXX XXXX I went in to purchase a car in my business name, but unfortunately, I was not able to do that. I was informed by their Finance Manager who goes by the name of XXXX, that had to use my credit to get the car. So because I thought I was in good hands I did that. The car was financed through Truist Bank. Recently I have fallen on extremely hard times and have been unable to maintain payments. I have pleaded with Truist Bank but I couldn't seem to come to any resolution. And now they've threatened to repossess my vehicle from me. I must admit I was afraid and stressed to the max because I need my vehicle. So I went to discuss this matter with someone who is extremely familiar with these types of transactions and they told me to start researching consumer laws. Every since then I have been studying extensively. I noticed a few things were not done or were not done properly. On XX/XX/XXXX, I sent Truist Bank a Cease and Desist as well as a Validation of Debt letter by certified mail. They received the letter it on XX/XX/XXXX, it was received by XXXX XXXX. I have a copy of the letter and return receipt attached to the complaint. The Cease and Desist state a number of things, one of which is to cease all communication through ANY MEDIUM in regards to this debt. Since they have received the Cease and Desist they have not abided by it. They have called me numerous times since receiving the letter, I have it documented. Since they have not abided by my request which states they have to be Federal Law. I decided to file this complaint in hopes that this would make them abide by the rules of construction set forth in the FDCPA. I have attached the Cease and Desist and Validation of Debt, which I sent to Truist Bank as well as the Return Receipt for your review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 388XX
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A