Date Received: 2022-12-15
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have switched banks and have been trying to pay my personal line of credit through bill pay. Truist is claiming that the originating bank reversed the payment. I've never received any money back to my originating account. The money is now missing. Truist is blaming the bill pay bank. Meanwhile, my money is gone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34243
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please reference previous complaint XXXX from XXXX as the matter has NOT been resolved. As of today my homeowmers insurance is set to cancel and Truist continues give them the run around and managed to have the original complaint closed. Meanwhile my insurance has given me grace periods and Truist is earning interest on my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63303
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist mortgage company escrow problems. Truist sent the windstorm insurance check to the WRONG address and charged me for force placed insurance due to a lapse in coverage that was their own mistake. I have given them plenty of time to correct this and still have not had any resolution. My agent has reached out in late XX/XX/XXXX regarding this and it was noted that Truist mailed the check to the wrong address. Around early XXXX, called regarding corporate reimbursement for {$190.00}. They said they will investigate. Never hear back from them so I have to call back on XX/XX/XXXX. I actually received an agent who understood that it was not my mistake on this date. Never hear back. So I Call on XX/XX/XXXX to see response- on this day, I was told the review in progress since XXXX but not confirmed and need to allow XXXX business days. On XXXX I note that my account was charged the {$190.00}. I called on XX/XX/XXXX and after wasting a lot of time, I got an agent to listen to me and pointed directly to the evidence showing that Truist messed up badly and continues to double down. They acknowledge this. They claimed to reverse the charge that should be reflected in my count by end of XX/XX/XXXX business day. It is past that time. No money reversed back to my account. This is comically bad and has been a pain. Please avoid using Truist if you want to avoid getting charged for THEIR mistakes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77573
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I am a business customer with Truist Bank. The branch location I frequent is XXXX XXXX XXXX, XXXX XXXX XXXX. I have had a business account since XXXX. I also have a line of credit ( {$100000.00} ) with a XXXX balance, Personal Account ( over {$100000.00} ) as well as use their payroll services. I recently went in the branch to ask and apply for an auto loan. I was met by two representatives. One of them ( XXXX XXXX. ) was there to ensure all paperwork was completed and signed. I was also told that he knew what the underwriters look for and was there to make sure everything was right. I was told everything was right that my business is appreciated and was applauded on how all accounts are in order with nothing ever being due and/or outstanding. I was asked to submit the VIN number once I have the vehicle I want. I submitted the VIN number of Monday ( XX/XX/XXXX ). That day I received several emails that he ( XXXX XXXX. ) could not run my credit report because it had a freeze on it. He was right. I took the freeze off. The next day ( XX/XX/XXXX ) he said he still could not run the credit report. I can XXXX to confirm that the freeze had been taken off and that a report could be ran. I was told that a freeze was not on and yes a report could be ran. I noticed that I had not received an email from him today ( XXXX, XXXX ) therefore I contacted him. He tells me that he still can not run a credit report and maybe I should try somewhere else. I proceed to call a XXXX XXXX that I have an account with to ask and possibly do an application. Over the phone the representation and I completed the application. I was asked if it was ok to run a credit report. Yes. She ran the credit report right then and told me my XXXX XXXX which is XXXX. Trust does not intent on giving me an auto loan and can pull a credit report. I will be moving my business account from them in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last XXXX Truist was notified by XXXX XXXX that my flood insurance was due. They did not pay the flood insurance until after XX/XX/XXXX, which is after the 30 day grace period. Truist was notified numerous times by myself and my insurance company and they replied that everything was taken care of. They have the emails from XX/XX/XXXX and mine from XX/XX/XXXX. NowI have lost any granfathered discounts, my insurance has increased {$3000.00} a year ( my property has never had an flood insurance claim since XXXX when it was built ). I have had this mortgage and insurance for over 10 years. I have also lost continuous coverage to keep a lower rate, which, if i sell my home the buyer would have also get a lower rate, also at the higher rate the coverage is lower..I have talked to over XXXX people and it seems noone wants accept the fact the bill was sitting on someones desk. I now have a forced policy placed of which i have no idea what this will cost. My insurance co. said Truist has done this to others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33990
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have been a victim of identity theft and a Suntrust fraudulent account appears on my credit files. I have reported this account to all necessary authorities and XXXX and XXXX are still reporting fraudulent accounts on my file that were deemed fraud by the FTC and local authorities.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I received a text from the bank saying someone was trying to commit fraud. I declined it was me and they said they would be in contact. I then received a call from the 1-800 number for the bank. I was notified that someone had hacked my account and I needed to close it and move the funds. I did so because fraud occurs regularly with Truist. Once I did what they told me, I didn't get a new account or my funds in the new account they mentioned. I called them back and they said they had no record of our conversation and that I willingly depleted my account. I have proof it was the bank and that I did not willingly do that. I opened a claim and they denied me immediately without any evidence. I have submitted several pieces of evidence and no one will look in to the matter. I also have a police report I filed. I am now out XXXX. I was treated very unfairly by every person I spoke with. One even shamed me for falling for a scam. If the bank didn't call me all the time about fraud, I would not have been a victim as easily as I was.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX we contacted Truist to place a stop payment for XXXX payments. XXXX for {$620.00} to XXXX and XXXX for {$620.00} for XXXX XXXX. Both of these payments drafted from our checking account on XX/XX/XXXX. The XXXX payment was quickly refunded on XX/XX/XXXX. XXXX XXXX showed on their end that the payment had been stopped and returned to Truist. Truist denied this for over XXXX weeks. After reaching out to customer service via phone and chat multiple times ( all logs are attached ) and being directed XXXX times to file a claim for fraud ( all documentation attached ) we were finally passed off to XXXX XXXX, Client Resolution Senior Specialist/Truist. We spoke on the phone where she tried to accuse us of lying multiple times and our response was " provide your email address and we will send you all of our proof. '' During this time, a month passed and we had been charged XXXX XXXX overdraft fees in response to this XXXX XXXXXXXX that Truist admitted in writing multiple times ( all documents attached ). Each overdraft fee was {$36.00}. Truist still had not refunded our {$620.00} that XXXX XXXX had returned to them and now our account was also charged another {$750.00} in fees from Truist 's bank error. All correspondence between us and XXXX XXXX is attached. This documents all exchanges with the exception of her first phone call to us on XX/XX/XXXX. Once they received all of our proof, they magically found the {$620.00} that had been returned by XXXX XXXX and refunded our account on XX/XX/XXXX. At this time they had only refunded XXXX of the XXXX XXXX overdraft fees posted to our account. We made it clear that we expected all of these fees from XXXX to be refunded by Truist. On XX/XX/XXXX XXXX XXXX let us know that Truist had completed their investigation and they would only be refunding us {$390.00} in overdraft fees for their banking error ( all correspondence attached ). Despite us being very clear on the dates and drafts of each fee, they still refuse to refund the fees that posted due to their error. Due to all of this, we've now been charged hundreds of dollars in return fees from other companies who have tried to charge our account but cant since it has stayed in the negative for over a month since this began. If Truist had done their job and made sure the stop payments were both returned like they should have been, NONE of this would have happened. Instead we have been forced to spend countless hours over the last month, speaking to almost XXXX Truist employees throughout this process. This bank is stealing from us and refusing to give our hard earned money back. Here is a list of all the overdraft charges. The XXXX charges that were refunded are noted. As mentioned, Truist refunded {$390.00} in fees on XX/XX/XXXX but there's still another {$140.00} missing that should be credited to our account. Overdraft fees in the amount of $ XXXX that posted DUE TO TRUISTS BANK ERROR : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX ( previously credited ) XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX ( previously credited ) XX/XX/XXXX ( previously credited ) XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Another XXXX overdraft fees posted today before their credit was applied. We believe those should be Truist 's responsibility to refund as well, which would bring their remaining total they owe us to {$210.00}. Due to this bank error that Truist has admitted, we believe that they should also be responsible for all the additional issues they caused with other companies due to their negligence. Those companies include XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. All documentation for those are attached as well and total {$1800.00}. We have also suffered hardships with multiple companies by not being able to pay our bills on time due to Truists negligence. This includes bills like credit card payments ( which will now negatively impact our XXXX XXXX and our ability to apply for loans, etc ), utilities, car insurance, car payments and of course purchase XXXXXXXX XXXX XXXX XXXX XXXX The number to put to this cant be counted because of XXXX expenses that have been disrupted, but the other items total an amount of {$1700.00}. Truists inability to do the right thing, do right by the customer, or do anything to help their customers rather than hurt them, has caused major harm to our family and our financial future. We hope that you will understand our frustration and help us hold Truist accountable for all of their damages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30269
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX Washington, DC XXXX To Whom It XXXX Concern : Re : XXXX Deposits for XXXX XXXX, VA Locations as follows : XXXX XXXX XXXX XXXX ( Store # XXXX ) & XXXX XXXX XXXX. ( Store # XXXX ) Over the past months from XXXX XXXX XX/XX/2022, my business partner and I have been making deposits at the bank, Truist ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX, phone # ( XXXX ) XXXX ). My partner and I have ensured we have all the cash accounted for and the final deposited amounts tallied for each deposit. I was first informed on XX/XX/2022, by the corporate XXXX office that I did not have the amount of money that my deposit slips show that I should have. This information shocked me because I know that my business partner and I have personally been making all the money drops from XX/XX/XXXX to XX/XX/2022, and no money is missing. Unfortunately, when I contacted the Truist bank location ( noted above ) by telephone that I wanted to report my issue they did not offer me any relief or help to resolve the issue. Over these past couple months ( XXXX XXXX ) the issue, as far as money missing, has stopped.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2022, Truist closed my accounts due to a " review of fraud '' and said that the accounts were closed and no further action would be needed and that a cashier 's check would be sent. That was in a formal notice dated XX/XX/2022. Fast forward XXXX months, I am still getting statements in the mail with my account balance dwindling from account fees. I've tried calling customer support to no service. Customer service transfers me to a non-existent number, and when I ask for a manager or supervisor, I get " oh they are not available right now. '' Truist has not made the effort that they said they would in writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A