Date Received: 2022-11-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was transferred to Truist bank. They appear to be completely unavailable to contact via email or messaging on their site, and to call during business hours ALWAYS results in at least a 30 minute wait. ( Usually much longer. ) I have received a sickening amount of junk mail since the transfer of this loan, and wish to opt out of having my personal information shared. I never consented to have my information shared in the first place, in fact had submitted in writing to my former mortgage company that I did not want this info shared, so I feel that information should have transferred to the new company. I am submitting a complaint about the info sharing and the complete lack of availability of customer service to attempt to rectify an issue. I feel like a customer service email should suffice for this request ; it shouldn't be necessary for me to wait on hold for 30-60 minutes to speak to someone just to ask for them to stop sharing my private information that I never gave them permission to share in the first place. I'm extremely unhappy that my mortgage was transferred to a company with this low level of concern for my privacy and ability to contact them, and frustrated that there is apparently absolutely nothing I can do about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Visited Truist Bank to close account in XXXX 2022. Were told by a banker that the account was flagged as a fraudulent/unauthorized account. As of today, the account has been closed. Now, I am being charged for an overdrawn balance plus charge-off account fee! In addition, I received a letter demanding payment and that I may be reported to specialty check reporting agencies. This account was no opened by me. I have a police report indicating that my identity was stolen several years ago. I do not owe this money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77489
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
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: Bought vehicle from person that had a loan at Truist Bank. My bank paid off his loan, but Truist will not send my bank the title. Myself and members of my bank have reached out to Truist several times, they will not respond and refuse to give my bank the title. They will only give my bank a letter saying that the loan was paid and they no longer have lien on the vehicle. It's been six months and I still can not get my vehicle registered in my state, with no registration, I can't use it. The title is currently registered in another state, we reached out to that state and they said truist bank is the only one that can release the title, the letter they gave us is no good.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 308XX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Firstly, Ive sent 3 letters to Truist explaining the situation in detail, none of which have been answered. Ive sent teh Consumer Financial Protection Bureau copies as well over a month ago. Truist acquired Suntrust where I had an account. I dont use the account often, nor do I reconcile the account monthly, but instead every 4-6 months. I had a no fee, interest bearing checking account. A few months after the Truist acquisition, I noticed they had begun charging a $ XXXX fee. I immediately contacted the bank, was on hold for 30+ mins to speak to someone, who eventually informed me those were the new fees. They said if I didnt agree ( which I was never informed before ) I had to go into the bank to close the account. I went to my local branch and it was closed. There wasnt a branch reasonably close, so I sent them a letter asking them to close. They chose not to close my account despite the letter. Later I started getting dunning notices that the account was overdrawn due to teh $ XXXX fee. Ive written two additional letters to Truist and no reply, for which I have copies. This weekend I was turned down for a credit card, and as I inquired the reason, they said a bank had cancelled a checking account ( Truist )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29617
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been banking with Truist for a few years now. I notice that we have incurred alot of inaccurate and excessive overdraft fees. When I spoke with a representative about it, my transactions always were out of order of occurrence and small amounts of money disappeared from my account that cant be accounted for. I have also closed my cards and somehow transactions are still coming through my debit card and I spoke with a representative several times and no one has been able to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on our home XXXX and our No Escrow mortgage monthly payment was {$1600.00} ( I've attached screenshot of our closing document ). On XXXX we received a mortgage bill for {$1800.00}. Not sure why our bill had gone up, we called and was informed there was an adjustment in our city taxes for the previous year ( XXXX ) of {$300.00}. We advised we did not get a bill in the mail or an e-mail informing us this of this change ( e-mail is our preferred method of contact for property tax changes as noted on our Truist file ). During that call we repaid the {$300.00} to Truist via debit from our checking account and was advised they would submit for the removal of of the additional fee to our mortgage. They refused to remove the amount. We escalated the call to their consumer complaints department. With consumer complaints on line we placed a three way call to the of XXXX XXXX Tax office to question why we did not receive the XXXX tax adjustment from them, and was informed the adjustment was mailed to the owner on record for XXXX which was XXXX XXXX XXXX ( our builder ). After contacting XXXX XXXX they informed us they forwarded the bill to Truist. Truist did not forward the bill to us as required by the Escrow Wavier agreement ( I've attached a screenshot of this ). We were only alerted of an increase in our monthly mortgage payment when we received the XXXX mortgage statement which did not include any explanation of why the payment was higher. Truist advised they mailed a notice but could not provide proof a notice was mailed. I've included a screenshot of our Document Center which shows all mailings from Truist to us as well as the PDF of what was mailed up to 6 months prior to the XXXX statement ; no tax adjustment bill was mailed. Also our preference for being contacted by Truist concerning Property Tax Changes is via e-mail, Truist could not provide proof they sent an e-mail notice either ( I've attached a screen shot of this email preference ). All of this was explained to their corporate complaints department. Truist again refused to remove the increase. This decision we do not agree with and is against the terms of the Escrow Waiver agreement in our mortgage which states a bill should be mailed out and Truisn though they claim they did mail us a notice, they could not provide proof they either mailed or e mailed said notice. Also, for the year of XXXX we paid our county and city tax bill ( I've attached receipts ) and Truist is now attempting to collect repayment and escrow for those XXXX taxes ; taxes they did not pay! ( I've included their request for repayment and escrow for the XXXX taxes ). We contacted consumer affairs once again and they would not remove the increase or the request for repayment even after we provided the receipts showing we paid the city and county tax bill. We believe Truist is operating in bad faith. They also reached out to our homeowners policy, which was active and paid up to date, issued a payment for the balance and attempted to open an escrow for Hazard/ Homeowners Insurance. Our Homeowners company, XXXX, refunded Truist as they agreed Truist had no authority to make payments on our account after we provided then with our No Escrow Wavier agreement with Truist. Truist would not remove the Hazard Insurance until they received their refund from XXXX ( I've attached screenshots of the addition and removal of Hazard insurance ). Truist would not explain why this was done. Again we believe Truist is operating in bad faith. We would like our mortgage returned to {$1600.00} as we have not violated the terms of our No Escrow agreement. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I opened XXXX trust accounts at Truist bank, depositing close to {$5000.00} in each account. Shortly after I was told I had to open a personal account to have access to my online banking. I then opened a personal account. I started transferring funds from my other bank accounts to use Truist for all my banking needs. On XX/XX/XXXX, I deposited XXXX cashiers checks into my personal account : XXXX from my business account at XXXXXXXX XXXX for {$120000.00} and XXXX from my business account at XXXX XXXX for {$53000.00}. I was told that a hold would be placed until XX/XX/XXXX. On XX/XX/XXXX, I went into the bank in XXXX and was told my account was on hold by I believe his name was XXXX, not sure. We called Truist customer service stayed on hold, then the banker had to call another number and we stayed on hold, then I was instructed to call another number. Spoke with the lady and she mentioned something about a hold in the fraud department. I stayed on hold another XXXX minutes and then the phone hung up. I went into the branch in XXXX, spoke with XXXX, the only thing I was told was that my account was closed on the XXXX of XXXX and a letter would be mailed. I received the letter a few days later and it stated I would receive the funds within XXXX business days if funds where not collected at the branch. They would not let me withdraw the funds at all and it has been more than XXXX business days. I have called to no avail and have been on hold for almost an hour. I need my money now!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77082
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I called Truist and asked XXXX XXXX how the flex modification worked and she explained to me that I go into forebearance for a few months, then you have a few month trial period to make sure you can afford loan payments, then Truist will remodify your loan for XXXX years and drop my rate from XXXX to XXXX. I asked questions like what happens to the payments Im behind. XXXX said through XXXX XXXX and XXXX XXXX that they would put the past due payments on the end of the loan. I also asked about pre-payment penalties and XXXX said no pre-payment penalties. I went ahead with the Flex Modification. I asked XXXX about paperwork explaining what she told me. XXXX stated that there wasnt any and not to worry because I was protected under XXXX XXXX and XXXX XXXX After a few months, XXXX, I called back Truist to make sure I was given the same information. This time I talked to XXXX XXXX. I skied her the same questions about how the Flex Modification works. She said the same exact thing as XXXX said, that I go into forebearance for a few months, then a few months trial period to show the bank I can afford the payments, the Truist would Remodify my loan by extending term out XXXX years and dropping the interest rate by a point. Again I asked for any paperwork showing program and XXXX said you are protected by the type of loan you have under XXXX XXXX and XXXX XXXX. On XX/XX/2022 I talked to XXXX XXXX at Truist. She stated that I passed the trial period and my loan would be for XXXX years but the rate wasnt what Truist promised me. I told her what I was promised and wanted to talk with someone who could handle my concern of being lied to about the interest rate. She said she would have someone call me back So when I wasnt getting anything handled with Truist I submitted a complaint with CFPB on XX/XX/2022 On XX/XX/2022 XXXX from Truist called and she wanted the name, dates, and the time I was promised this because she would listen to the recordings of the conversations. So I provided her with this info. On XX/XX/XXXX I called Truist again concerning what they plan to do about my loan. I fist talked to XXXX who transferred me to XXXX. XXXX stated that I was sent a letter saying they looked into there notes and have no record of promising me a XXXX point reduction on my interest rare. I told XXXX that XXXX was suppose to listen to the recorded phone calls and see what was said. I asked to listen with her. Then XXXX read from her files, the letter I never received, that if I wasnt happy with resolution to call XXXX XXXX I called XXXX XXXX XX/XX/2022, XX/XX/2022, and XX/XX/2022 and all I could do is leave a message after being on hold for over XXXX minutes each time. I never received a phone call back I called Truist XX/XX/2022 and the lady that I spoke with said my file was closed and that the Truth of the matter was Truist misled everyone. They didnt foresee a rise in interest rates. I stated to her that it was an illegal practice to lie to people about rates to get them to go along with there program. I wouldnt of did the Flex Modification if they told me the truth. I had options back in XX/XX/2022 now I dont. I feel that XXXX XXXX wouldnt return my call so she could close my case after a certain amount of time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To many times and dates to mention, this will be my second complaint due to the fact I never got the problem solved and now I am being ignored
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01020
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: opened account XX/XX/2022, promised in writing {$300.00} bonus. Never received. Almost 9 months later they are committing fraud on a multi-depositor and interstate basis.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 237XX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A