Date Received: 2022-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist Bank failed to pay escrowed funds to renew Flood Policy on my home despite escrow funds available to do do so. On XXXX XXXX Truist mailed notice indicating a lender-placed policy would be purchased if the prior policy was not renewed and proof of insurance provided. I called Truist to enquire after receipt of the notice and reps indicated no renewal notice had been received. I contacted insurance agent and connected him with Truist to transmit renewal notice to proper Truist address. Truist assured me all was well. I offered to pay the policy out of pocket and square the expense with escrow funds at a later date to avoid further delays or possible issues. Was advised such payment was not necessary. This was all within the 30 day period to renew without penalty or lapse. Despite this action on my part, I received another notice two weeks later from Truist stating the policy had not been paid. Again I called Truist. They indicated the renewal notice had been received but the {$490.00} premium payment was on hold in their system ( they later claimed the renewal notice did not have the premium noted, which is odd since they knew the exact dollar amount ). Long story short, I called again and a manager authorized on XX/XX/XXXX the overnight delivery of the payment. The {$490.00} payment was made and confirmed XX/XX/XXXX. During that conversation I asked and was assured that no lender-placed policy would be purchased due to my actions to rectify Truist 's errors. Despite that assurance, and the escrow debit of {$490.00} being paid, seven days later an ADDITIONAL lender-placed policy was purchased for escrow funds by Truist in the amount of {$2600.00}. When I realized what had happened I called again and demanded a refund as none of the errors or delays were my responsibility. They agreed to review and get back to me. They never did call or write back, but did issue an un-noted refund of a pro-rated portion of that policy purchase, leaving the balance charged against my escrow account {$550.00}. This is unacceptable. In multiple calls, some escalated since, Truist reps say there was a lapse in coverage and it is my responsibility becaise there records indicate the BANK MADE NO ERROR in the handling of the account. At all times throughout this affair I was responsible and proactive, the bank was not. My notes of a XX/XX/XXXX call with rep XXXX XXXX show that she agreed and identified the bank 's error and opened a ticket requested a refund of the additional {$550.00}. That request was denied and repeated calls to the bank and discussions with supervisors XXXX XXXX have yielded the same result. The bank continues to deny any error and refuses to issue an additional refund of the {$550.00}. They state it is a settled mater and there is not oath for appeal or arbitration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29841
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I AM A CONSUMER. This account is reporting fraudulently on my credit report. This company never sent me a XXXX cancellation of debt form for this account which is against consumer law. I want this account to be removed immediately as I will send an affidavit to all parties involved if its not removed. This account is causing me stress, damage, Defamation, and anxiety.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: THis in regard to a TRUIST checking account. On XX/XX/2022 my account had a balance of {$84.00}. On that day I made purchases for : {$12.00} {$0.00} {$38.00} {$3.00} {$2.00} {$2.00} Adding up to {$60.00} This left me with a balance of {$23.00} However, on that day I was charged an overdraft fee of {$36.00} for no given reason, and my account went to - {$12.00}. This fraudulent charge went on to cause compounding charges since I made further purchases without the knowledge that I had a fraudulent fee on my account. On XXXX XXXX I incurred XXXX more {$36.00} fees which would not have occurred had the first fraudulent fee happened. I contacted customer service and they insisted that I was overdrawn, even though my account statement says otherwise. I am currently on my third representative and I have had no success in rectifying the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12866
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I purchased a boat from XXXX located in XXXX, NC in XX/XX/2020. I financed it through BB & T which was later renamed or bought out by Truist. The loan number is XXXX. The loan has been paid off but I have not received the title. I contacted the bank and they are giving me the run around about contacting different division. So, in all, I have completed my financial obligations with them yet they have not provided me with proof of ownership for the boat.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27332
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX bankruptcy court discharge a loan on my home from Suntrust Bank yet the lien was never removed. Since XX/XX/XXXX I have been contacting Truist repeatedly to no avail to remove the lien because I am under contract to sell my home. I went to my local Truist branch and submitted the XXXX papers, my husband death certificate, loan number and court documents showing me as my husband personal representative. The branch manger also submitted the documents but they have not and will not even respond to the branch manger. I also told the title company to just send a check for the amount so that I can close even though it was XXXX. The title company was told as I that they can not find the loan. This has been the case every time we reach out to Truist, there is a different person every time you call and no one is willing to help or give guidance on how to remove this old Suntrust lien from my home so that I do not lose the buyer for my home. I am begging for help so that I can sell my home. Please help me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I called the banks to inform that the credit inquiries were identity theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Every month they kept giving me overdrafts when i should not have had any. I tried to get a loan and couldnt because of the actions the bank had on me. I had paid them and all for these and even talked to someone at the bank and nothing was done. its messing with my credit and all. i didnt even get a notice it just poped up on my credit when i went to do the loan. the date was XX/XX/ and this has happend with XXXX XXXX and truist the balance was {$300.00} and something and the balance with truist was {$230.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30549
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: I went with my sister and brother in law to buy XXXX at XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX, AZ XXXX. I went in as after they we denied loan to act as a reference and the loan was placed in my name and my brother in law as a second signer because my income wass greater. I now run my business and it's absolutely effecting my credit. U have explained to XXXX XXXX loan but there is noting that can be done.I NEVER received details of amounts of loan, APR or terms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a new checking account with Truist Bank in XX/XX/. On XX/XX/XXXX I was emailed from Truist saying my debit card was on the way. Between then and the end of XXXX, Truist advised to deposit {$25.00} into my checking in which I did, but I never had access to. This was because I was told from a Representative of Truist their Fraud Department needed me to go into a local branch so they can validate my identification. I already made the deposit at this time and the account was open, but now all of a sudden I can't access my funds. I go to the XXXX, TX Truist location off XXXX XXXX in XXXX, TX and waited an hour for the Branch Manager who was the only one who could help who then told me he had an appointment and I would need to come back at a later date. I came back a few days later on a Saturday and was told that the Branch Managers were on vacation and out sick so there weren't any there that day. I filed a complaint with the XXXX XXXX XXXX XXXX Truist said they would resolve that complaint # XXXX within 30 days, but now we are XX/XX/ ( 35 days later ), and the continue to withdraw from my account that I don't have access too. Also, I did receive the debit card in the mail toward the end of XXXX, I tried to activate the card but it didn't work which is what prompted me to go to the bank to resolve the matter that was never resolved. Today, I submitted another complaint through XXXX to have this matter resolved and my money rendered back to me, as well as time and travel spent as I live 15 minutes from that location, and the time spent on the phone as well.
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: 2022-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This complaint is about my credit card. My account was delinquent and my mother contacted the branch instructing them that she wished to repay the balance on her behalf to bring the account current. The payment receipt is attached. That did happen ( XX/XX/2021 ) but the bank also closed the account ( see below ). This was and is a problem as it affected my credit score negatively. This was a secured card and my mother has XXXX on deposit with the bank to secure the card. My credit score is now much lower than it should be due to this event. This impacts my ability to rent an apartment, get insurance etc. We have contacted a person at the bank by phone on multiple occasions and my mother met with them twice at the branch. At the last visit, the person explained that the credit card account was somehow closed in connection with the merger between SunTrust and BB & T ( this company is now called Truist ). She said it appears this happened as part of the system conversion that occurred when the banks combined. She told us that she would forward the information to the merger office and ask that they research it and resolve the issue. We have heard nothing from them and now this person will not return our phone calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A