Date Received: 2022-12-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Unable to access my account via on-line or phone service. Phone service states unable to verify my account, when signing on to on-line services keep getting kicked out No notification of any issues on the company website or phone service I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/22 I attempted to log in to my online banking account with Truist. I was immediately logged off. I attempted this 2-3 more times to no avail. My only goal was to check my checking account balance and transfer funds if needed. I then called the automated line to try to check my balance over the phone. The online system would not understand my social security number, which I entered about three times. I then attempted to speak with an operator and was told wait times are over an hour. I do not have time to wait on the phone for an hour or more. Currently, I have no way of accessing my funds at all. This is much worse than the recent complaints I have sent you about this bank. In those situations I couldnt transfer money but could at least see my balances. I can do neither now. The bank has an active social media ( XXXX ) account, yet it provides zero updates about this problem despite numerous complaints being posted in the last two hours. Nothing is mentioned about this there or on the banks website. It is extremely stressful to not only have no way to access my account but to have zero acknowledgment by the bank that a problem even exists, much less is being fixed. Communication with customers is not one of this banks values or concerns. My worry is that it is almost the weekend. Historically, when this bank experiences problems on or close to the weekend, nothing happens. No one works on it and any progress made comes to a grinding halt. Im quite fearful this will be the case again this weekend. I need to access my account to pay bills and make transfers - and, if nothing else, because this is my money and I have a right to know whats going on with it. This bank is bafflingly incompetent when it comes to its online banking system and customers are paying the price. I strongly encourage bank regulators to investigate Truists unethical ( at best ) banking practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This isnt the first time but XXXX tried to withdraw money from my account at Truist bank but was told AGAIN ( this isnt the first time ) that there system was down and would have to try later. If they are unable to let me withdraw money then we should be able to go to another bank and use there teller machine and Truist reimburse the fees for using another bank. Never had this problem with Suntrust! Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29642
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I'm banking with truist bank a mobile check was deposited into my account 3days later the check was found out to be fraudulent and caused my account to go to a negative balance I paid the money back to the bank and my debit card was locked on the date my rent and Bill 's were due I made 2trips to the bank trying to find out why my card was locked I got the run around until I went back the second time to close my account out they wouldnt let me because my social sercurity check hadn't cleared it was still pending I've never had a problem before paying Bill 's on a pending social sercurity check this is terrible I cant pay my rent because of this truist is holding my money which is totally wrong
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: I went to the Truist Bank at XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX location to get Notary with my wife and I was discriminated that because of my accent or appearance the Bank gives free notary for all his customers in front me other customers they get free Notary. By name XXXX XXXX XXXX she did the notary for us and she ask us to pay {$5.00} and I ask her why? she did not ask us before she did the notary she said that we have to pay and we said that we will pay you but we we would like to get receipt and said ok she took the cash and went to the front Clark area she brought a donation receipt and I asked her I am not willing to give donation by force I need legitimate receipt. She snatched the receipt from my hand and she gave me the money. It is not the matter of the money I felt that I am discriminated by Truist service and it fraud done on us by Truist Bank. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22310
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: I opened an account with Truist bank in XXXX, Florida. I deposited my end of the year bonus check from my employer in the amount of {$10000.00} into the account. They told me there would be a hold until XXXX, which was fine. The next day my account was locked and closed. I have called several times to the fraud department, which is who I was referred to contact. Most of the time I spoke to someone I was told by them that it was a fake check and the funds are kicked back. Which is absolutely false. I explained to them that the Check had already cleared the bank on the other end and I had proof. I was told I had to wait longer. I was told to go get my money from a local branch. I was hung up on and put on mute as though they had no correct answers. I was told that its still under review. I have no faith that they will return my money that they have. Since I do not have this money now I have late fees on bills and this check was for the holidays for my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33604
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I was involved in a car accident on XX/XX/2022 in which my car was declared a total loss by my insurance company XXXX. My claim adjustor from XXXX has been trying to contact truist bank 's total loss department since Wednesday XX/XX/2022 and he continues to be sent to voicemail. He has left several messages and no one from this department has called him back. He asked me to call as well and I have also called and left numerous messages and I have yet to receive a call back. Yesterday XX/XX/2022, we called Truist bank 's XXXX loan customer service department together on the same line and spoke to a representative. He asked her for assistance in resolving this matter, such as a letter of guarantee which is needed and she said " I can't assist with that, only the total loss department can assist you ''. We advised her that we both have been calling the total loss department ( phone number XXXX ), since Wednesday with no response and she said, " You just have to keep calling and eventually someone will answer ''. We advised her that this was very unprofessional, but she continued to advise us there was nothing she could do on her end since only the total loss department handles the letter of guarantee. She transferred us once again to the total loss department in which we were sent to voicemail and he left another message detailing the purpose of his call with his name and phone number and my account number and stated for someone to please call him back. Progressive insurance is ready to pay off the car, but Truist has not been of any assistance with this matter. I am left without a vehicle and I will now have to make another car payment on XX/XX/2022 which is the due date for a car I no longer have, because we haven't been able to contact the total loss department. XXXX will not pay the full amount, therefore once they pay their portion, I have to file a claim with my gap insurance so that they can pay the remaining portion. I have not been able to resolve anything with Truist bank. I am currently renting a car from XXXX which I will have to pay from my own money starting Monday XX/XX/2022 since my insurance will not cover me after that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have been in XXXX since XXXX and calling the bank about these fraud charges to two credit cards. I have been calling and I do not get any where except given numbers to call and placed on hold for hours. My two credit cards were stole and were charged at restuarant and other places here in XXXX. I have only one credit card number that was used. I am in a court case here because i went to one of the places my card was used and they called the police and i was arrested for going with force. I have another court in XXXX. I have called and called the bank as I stated and I can not get any response except new numbers to call. My cards should be refunded for these charges. I have put in the complaints with BB & T. Nothing has been sent to me as they said. and I can not get any person from there to help me. I have been calling since all this has happened. I was making payments on these cards to save my credit but it took all my money to pay these cards. I have this complaint with BB & T but they are not responding in anyway. This is a short story of what has happen to me. I kept all my cards together and passwords together in a wallet I did not use. This was stole from me. I have told the story to so many people at BB & T. Some of the people that i actually talk to were gpung to send out forms for me to fill out but I still have not received anything. The only thing I got was numbers to call and placed on hold for hour after hour. I am in XXXX and I am here until these charges are dropped on me. I am a vitimin a horrific crime.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27288
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I was accused of Fraud and Truist is now illegally holding my funds : On XX/XX/22 I went into Truist Bank, located at XXXX XXXX XXXX XXXXXXXX XXXX, XXXX, AL XXXX and opened up XXXX accounts. XXXX business checking 's accounts, and XXXX personal checking account. During my visit to the bank I provided the requested documents to verify my identify as well as paperwork for my LLC. These documents included my SSN, Drivers License and Articles of Incorporation for both of my business 's. The lady who assisted me in opening the accounts had to attempt multiple times to get the accounts open as there appeared to be something wrong with their computer system. Finally after some time she was able to open my accounts and she was even able to verify that I had a previous personal account with Truist so she would simply reopen that one. I was advised before I left to ensure that I funded the accounts and I was provided with documents showing my accounts had been opened and account information for transfer of funds. On XX/XX/22 I enroll in on-line bank with Truist and XXXX funded XXXX of the accounts. XXXX for {$500.00} for XXXX business account and the other for the personal account {$100.00}. I had to wait for verification to fund the other business account and when I attempted to log back into my account I was no longer able to access and it advised to call customer service. I contacted customer service who sent me back told me to contact the bank. The bank sent me back to customer service and the bank and forth went on for quite sometime. Neither the bank or the customer service knew what was going on. During XXXX of the calls a representative said the account was closed due to XXXX. I was very concerned by this and still no feedback was given on what was causing my accounts to be flagged as fraud. Considering I went into the branch to open my accounts and provided all the required legal documentation. I called back and asked for a supervisor. I finally got someone who was able to explain to me that they use a system call XXXX XXXX and something flagged which is why the accounts where closed. I asked the rep why is this the first time I am hearing this. In addition, why was I allowed to not only open the account but you all allowed me to fund it. I contacted XXXX XXXX and requested a report as I was concerned that someone had done something fraudulent. When I received the report nothing was on the report. I reviewed the report with XXXX of their representative and nothing was being flagged as fraudulent or concerning. I called Truist bank and still no one would explain why I was denied an account, that I should receive something in the mail, and that I would never be allowed to open an account at Truist. As of today I have not received any information from Truist as to what was found to be fraudulent and my funds I used to fund the accounts have not been returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53719
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our original mortgage was through XXXX XXXX XXXX. They sold it to XXXX XXXX. After XXXX owned the mortgage, I applied to have PMI removed. The request was never completed. Instead, the mortgage was sold to Truist Bank. I applied to have PMI removed again. My request was denied. I faxed them an appraisal but the appraisal was not approved. Please help. This has been an extremely frustrating situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A