Date Received: 2023-01-04
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX items on credit card statement from XXXX, XXXX, XXXX, XXXX, all disputed. XXXX XXXX shipping department is so non-functional I NEVER RECEIEVED ANY MERCHANDISE! I complained to no avail and the charges are still on my credit card almost 2 months later. In the meantime the thieves at Truist Bank have double-dipped on a payment of XXXX. I have the inestimable pleasure of paying for items TWICE. Their employees are a stone wall of idiocy, and they KNOW no goods have never been delivered, and yet they refuse to take the charges off.
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: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: incorporate prior case numbers by reference : XXXX & XXXX We, as the consumer, are still trying to seek information from Truist. Specifically, if we, as I previously tried to obtain, had the information regarding the time of the transactions and the location of the vendor where the fraud was committed, we could, for example, file a police report in XXXX, SC. Truist refuses to complete a " reasonable investigation '' into the fraud committed on our credit card ( specific charges specifically identified in prior case numbers ). We did not make these charges. Additionally, we went into a local branch of Truist bank to try and obtain the aforementioned information, and which card was specifically used for each transaction, and they said a representative would contact me and that has not happened. Our online account showed the transactions for both card. The online banking does not differentiate b/t the XXXX cards. With kind regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On the evening of XXXX I received 4 missed calls from my bank, Truist Bank. The following morning I returned the call by redialing the missed call. Some answered Truist Bank how can I help you? I proceeded to tell the bank I had 4 missed calls from them the previous night and was returning the call. They asked me if I had approved a {$150.00} XXXX payment I said no, I had not. They then asked to verify it was actually me, asking for my name, dob, address, phone number, ss # which I provided. The next day I rec 'd an email from the bank stating my balance was low. I checked my account and saw I had 2 withdrawals to XXXX, one for XXXX and one for XXXX which left my checking account with a XXXX balance. I immediately called the bank and was told I needed to go into a local branch immediately to file a fraud complaint and open new accounts, both which I did. The gentlemen helping me put a freeze on my checking acct where nothing else could be dispersed but deposits were able to still go in ( I needed my paycheck to be deposited which is set up automatically ). I was told I needed to come back the following day once the transactions ( XXXX XXXX " officially posted '' ) to sign the fraud claim report. Which I did on Friday, XXXX XXXX went in and signed the complaint. I received an email at XXXXXXXX XXXX the following day from Truist saying my claim was denied and I could request the documentation that was used to make this decision. I could not call the bank until Tuesday ( because they closed at noon on Saturday and Monday was a holiday - XXXX XXXX XXXX XXXX observed ) so I called XXXX, XXXX XXXX first thing in the morning and was told by Truist that it shows I approved the XXXX transfer, I explained in detail that I had not. She said sorry I can't help you I asked to speak to a manager or supervisor. The supervisor got on the phone and I again explained everything in detail and she said sorry. I said there has to be some way to dispute your denial. She said no, an analyst reviews it and that is the final decision. I said then I want to file another compliant she said we can not do that. I then said send me the proof where I authorized it and what I was sent was the fraud complaint form which I filled out. I have contacted the Police and filed a report. My banks phone number was apparently spoofed and that is how the thief was about to pretend they were an employee of Truist. I have XXXX control over this. They will not help me in any way what so ever. They simply keep saying I approved it, which I did not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32444
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a XXXX and was approved for XXXX but the XXXX appriased my place for XXXX less than the tax roll and I then XXXX XXXX XXXX and he confirmed my place was worth over XXXX more than the XXXX XXXX I was forced to pay off XXXX other loans that were lower insterest that were with truist and they charged me XXXX worth of payoff fees on a XXXX car note. Lastly the branch XXXX forged my wifes signiture and noterized the documents when I or my wife was not present. I was never told ot was a variable rate either. The branch managers name is XXXX and I asked to talk to general XXXX and was told I could not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On Friday, XX/XX/XXXX between XXXX and XXXX XXXX I went to the bank and withdrew {$3000.00} from my XXXX XXXX business account to pay myself at Truist my personal account which is right across XXXX XXXX. While at the atm location XXXX XXXX XXXX XXXX XXXX Ga XXXX XXXX XXXX # XXXX I was trying to deposit my {$3000.00} into the machine however, the machine accepted the bills until the screen read ERROR and it prompted to dispense the bills back to me because the transaction was not complete. The machine then behaved as if it would return the bills it did NOT. I left my card in the machine and put my car in park while I entered the inside of the bank. I told the banker inside my money was never dispensed back to me so I could complete my transaction after the screen read ERROR. The banker followed me outside to the atm where my car was still parked in front on the machine. He observed the machine was not following any prompts and told me there was nothing he could do since the manger was not on duty that day. He gave me the number to call Truist customer service and file a complaint. I spoke with a representative while I still sat in front on the machine in my car. After explaining the issue that occurred the representative told me a provisional credit would be applied to my account. The representative filed my claim and told me they would investigate the claim number XXXX. I waited to hear from someone from Truist regarding my claim until I called XX/XX/XXXX at XXXX. I was told my claim was denied however, I did not received anything in writing. I was then directed to speak with the supervisor of centralized fraud department XXXX she again stated my claim was denied and they can not reopen the case. She said she would file another complaint with the department on my behalf and request a analyst call me about their findings during their investigation. Complaint number XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist can not properly process loan payments made to accounts formerly originated by Suntrust bank after merging the accounts when the acquisition of Suntrust was complete. Truist created XXXX loan numbers for a single HELOC after the conversion. I have made payments to the published address and account number per Truist 's monthly account statements. The balance of this loan is being tracked on the subordinate account number, but Truist can not apply payments properly. I have called every month for the past XXXX months to correct the billing statements. Each month a different Truist representative has given me different instructions on how to get their system to properly apply my payments. Each month payments are applied differently even if the check is identical to the previous month. Now, I am receiving letters stating my account is past due even though I have the cashed/cancelled checks proving the payments were made on time. Truist 's collection department is calling my home after business hours demending payment even though I expressly prohibited the bank from calling my home or cell phone after the sixth call attempting to fix the payment processing issue. The collection agents are not verifying my credentials and are demanding payment creating a concern of identity theft. The debt XXXX are from overseas locations, and they will not address my issue, refuse to acknowledge my cancelled checks, and state the payments have been voided by Truist. I have made my {$390.00} payment due on the twelve of every month per the terms of the loan agreement. Truist typically cashes the checks which clear my checking account on or before the XXXX of each month. I must call the customer service number on the statement to address the issue after it is received around the XXXX of each month. Truist is violating the FCRA by not properly providing accurate balance information on monthly statements, and refusing to address the issue causing the payments from being applied to my principal is its conversion from Suntrust 's loan accounting system to Truist 's. For the record, I have made every payment per the loan agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34471
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I TRIED TO APPLY FOR TRUIST CREDIT CARD AND TRUIST UNDER WRITER ARE STATING THAT MY CREDIT IS FROZEN WHICH IS NOT TRUE. THEIR IS NOW ISSUE WITH TRUIST PULLING MY CREDIT REPORT. I CONTACTED XXXX THEY TOLD ME I DONT HAVE ANY FRREEZE ON MY CREDIT REPORT OR ANY IDENITY THEFT ON MY CREDIT REPORT. I NEED TO UNDERSTAND WHY TRUIST CANT PULL MY CREDIT AT ALL. HOWEVER, THEY WAS ABLE TO PULL MY CREDIT IN THE PAST AND APPROVE ME BUT NO ITS AN ISSUE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, while at home, I noticed two transactions on my Truist Banking App. The transactions were from XXXX. The transactions occurred on XXXX, but Truist told be I would have to wait until the transactions cleared, which occurred on XX/XX/XXXX. There were two transactions, One transaction for {$1600.00} and another for {$800.00}, for a total of {$2400.00}. The transactions occurred at a XXXX XXXX XXXX XXXX FL. On XX/XX/XXXX Truist credited my account in the amount of {$2400.00}, again in two transactions identical to the original. On XX/XX/XXXX I got a letter in the mail from the Fraud Dept of Truist stating that on XX/XX/XXXX, they would deduct the total amount back. I called and spoke with XXXX in the Fraud dept of Truist, who advised me to go back to the bank, and call her when i arrived, and she spoke with the banker. Some forms needed to be filled out. The banker filled out the forms, i signed them and was assured everything would be taken care of. The funds were taken from my account on XXXX On XXXX a police report was provided to XXXX at the XXXX XXXX XXXX. On XX/XX/XXXX i provided a formal letter, requested by the banker, detailing the transactions and that they were indeed fraudulent. Between XXXX and XXXX, I often frequented the bank to inquire about the dispute. I was told I had to wait. XXXX i contacted the fraud department again, and was told my claim would be resubmitted, as the first one was denied. On XX/XX/XXXX I called Truist Fraud Dept. and was told my claim was denied a second time, and that there was nothing else they could do for me. I called XXXX 's Corporate offices and was told that the transactions that occurred were done from an email address that I have never owned. The store # of the XXXX 's that the transactions occurred at was # XXXX in XXXX, FL. I was not in XXXX, FL when the transactions occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33055
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have been attempting to complete a loan modification with Truist for 18 months. They first lost our completed package from XX/XX/XXXX, never informed us until we called. Then we had to fill out a second package early XXXX and was never informed it was completed. We received a late bill months later in XX/XX/XXXX with a complete stranger added to our mortgage. Truist made us fill out a third loss mitigation packet XXXX XXXX which we did. We were told in XX/XX/XXXX that we were missing paperwork and would need to fill out a fourth packet- then we called XX/XX/XXXX as we had yet to receive it. We were told XX/XX/XXXX that everything was sorted and we needed to wait for our options ( XXXX ) days. Today, XXXX XXXX we received a letter dated XX/XX/XXXX that we were in default on our mortgage. We immediately called and spoke with XXXX in loss mitigation. They had kicked us out, she apologised for their mistake on XXXX XXXX and informed us that we could finally make a payment on XXXX XXXX and if we made three additional monthly payments, we would be given our modified loan. This has caused so much stress and time. We were told multiple times that we could not make a payment until a decision was reached by loss mitigation, then we were told we could, then we would try and be told no payments would count until loss mitigation process was complete. Truist has lost our paperwork, not communicated when something was missing, told us it was being processed and to waitmultiple times. Their failure to inform us of payments resuming in XXXX, adding a stranger to our mortgage, then failing to inform us which paperwork was missing, telling us no paperwork was missing, saying they sent us letters/called us when they did not, and then putting us into default- none of this was necessary. We have finally been given the option to make our monthly payments, but this has been an absolute nightmare and I want assurance that we can keep our home and resume payments as normal. We should never have been lost in the shuffle and had our payments fall behind solely due to their lack of communication and failure of training every employee to know their procedures regarding payments and modifications.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 756XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had a Mortgage Account with Suntrust Bank ( later Truist ) since XXXX. I have made timely payments since the initiation of mortgage. I have had automatic payments to my mortgage and credit card accounts since XXXX. Since the merger of BB & T and Suntrust, I have faced hardship on managing my accounts and payments including XXXX even though sufficient funds are available. Multiple calls to the bank authorities, have fallen on deaf ears. On or about XX/XX/XXXX, I was informed by XXXX that the credit card payment was denied. I called up Truist Bank to inquire and was informed that my account has been locked for security reasons and will have to go personally to a branch. I also received a separate message from Truist that the mortgage payment was denied. I paid a visit to Truist Bank - XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX FL XXXX on XX/XX/XXXX and met XXXX XXXX XXXX Branch Manager. He was unable to explain why my account was locked. After struggling with the bank departmental authorities for almost 2 hrs, I was informed by him that the problem was fixed and informed me that automatic deductions/payments were reinstated. A mortgage payment was again made automatically in XXXX, XXXX. However in XXXX - XXXX no payments were made as there was a technical glitch at the bank. Subsequently, I was notified by mail and charged a late fee {$630.00}. I contacted the bank authorities and lodged a complaint on XX/XX/XXXX - Docket # XXXX and XX/XX/XXXX Docket # XXXX not only to fix the problem but also refund the late fee charge XXXX. The bank has refused to take responsibility for the technical glitch and refund the amount as well as to inform the credit reporting agencies regarding the problem so as not to tarnish my credit rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33328
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A