Date Received: 2022-10-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was approved for a 3 payment trial with BB & T/Truist at the end of 2021. Trial payments due in the month of XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX in the amount of {$1300.00}. Payment of {$1300.00} made on XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX ( see : XXXX XXXXXXXX XXXX XXXX XXXX Banking XXXX XXXX _ Print Transaction Details copy.pdf '' ) In early XX/XX/XXXX Truist sent me a final loan acceptance package detailing the amount of my loan would be {$1300.00} - the same as the trial payments, with the interest rate decreased, as well as the total loan amount going forward. However, I noticed an error, and immediately contacted them via phone as requested in the finalized loan contract they sent. The error was that my ex-spouse whom I am legally divorced from, was never at any point on the financing of the properties in question. They had been purchased before marriage, and when the divorce was finalized it had outlined the property was mine with all rights going to me. The original deed for XXXX XXXX was listed with her name for immigration status, but never the mortgage loan from Truist. I contacted Truist, told them the deed was updated years ago, with her relinquishing all rights and has been recorded with the County Government on record. I am the sole owner. They said not a problem, please send us the updated deed to reflect that. It was questionable since she was never on the financing agreement when purchasing the homes. I complied. I emailed them the updated deed the same day they requested it on XX/XX/XXXX phone call at XXXX XXXX. I emailed them the updated deed from XXXX ( see " XXXX - XXXX - Account # XXXX ''. Despite my numerous calls consisting of well over XXXX hours.. ( see " XXXX - Truist Calls.XXXX '' ), they continued to deny they received the deed, other times they would say its expedited for the updated final agreement showing only my name and it would be sent ASAP ( back in XXXX, XXXX, XX/XX/XXXX )... Every time I call, I am told not to worry no negative reflections on my credit score, and that I am protected under the plan, that they are working on updating the letter to reflect only my name WITH THE SAME TERMS - {$1300.00}. They continue saying they've escalated to their supervisor and they will send it to the back office to ensure my ex-spouse is removed. I consistently reminded them what they are doing seems fraudulent - wanting me to sign over my mortgage and assign it to my ex-wife who was never on the original document to begin with, and had a legal divorce from settled... They agreed it seems sketchy, but here we are... After months, many calls, many emails I received a call from XXXX XXXX XXXX whom stated she was working under her bosses to return my call to insure me that everything will be completely fine, I am protected, and the FINAL contract to modify the loan showing the correct information, only my name, and the same rate/terms as the original contract they sent will be expedited to me immediately, and not to worry... That was over a month ago. This week I receive a XXXX package from Truist, XXXX which I was promised from XX/XX/XXXX to show ONLY my name for the final modification contract ( see " New Trial Plan XXXX XXXX '' ). Instead, I receive a packet asking me to agree to a ANOTHER 3 month payment trial plan in the amount of {$1800.00} for 3 months starting with XX/XX/XXXX. They increased my payments by {$450.00}, adding salt to injury pushing me into a trial plan when I did everything as outlined in the original trial payment plan and was awaiting the contract to be corrected so that I can sign the final contract showing the correct name, and amount, interest rate, and so fourth. The agents I spoke to consistently stated " Sorry we dropped the ball on this one, you did everything as you should've and we did not deliver as promised. We will fix this for you '' I always ensured calls are recorded, and this should be investigated for deceitful fraudulent tactics. This bank should be fined, investigated for FRAUD. If this is not resolved by ceasing to harass me, ignore my requests for correct information I will seek legal counsel and fight back to protect my consumer rights.. This bank is a shameful bank, involved in deceit to increase their profits. I am disappointed. Please listen to all calls every single time I plead with the representative from their preservation group to assist in getting the error corrected so I can make regular payments and not be in a forbearance plan, and move on from this .... Every time Im told its expedited ... Liars, all of them are liars involving in doing everything possible to ensure people pay more for their mortgages then what they had been promised when following the contract carefully. They also reported my loan last month as being 120 days overdue when I was protected by the forbearance plan, which I checked each time I called .... They said they kicked me out of the plan due to not returning all documents... The documents were the ones with the incorrect information they promised to fix and ship back in an expedited manner. XXXX XXXX, on one of the calls said they kicked me out accidentally, the mistake was Truists fault, and not to worry... lo and behold a month later reported and kicked out, and now sent a NEW trial plan with an increase of almost {$500.00} when I did nothing but follow their instructions as outlined to the letter.. Fraud all around, criminal intent, and deceit. Shameful bank taking advantage of consumers who did nothing but follow the exact directions. I have two loans with this deceitful bank - both which I was told would be honored, and corrected once and for all - Amounts promised in the contract which I fulfilled all duties for both : Loan # XXXX : XXXX - {$1300.00} Loan # XXXX : XXXX - {$1200.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2022-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
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 owned a XXXX XXXX XXXX that was originally loaned through SunTrust. It became a Truist loan when Truist bought out SunTrust. The car was totaled in late XX/XX/XXXX. The car had a XXXX policy and a XXXX mile service policy. We are owed a refund on both of these policies. XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, FL ( aka XXXX ) has sent the refunds to Truist Regional Acceptance Services ( XXXX XXXX XXXX XXXX XXXX XXXX NC ). The refunds are currently at this location. There is a GAP refund and XXXX mile service policy refund ( I have details about these checks but will not post publicly ). I have been trying to resolve this since late XXXX. I had to report Truist to the XXXX in XXXX because no one had returned any of my calls. I contacted Truist again on XX/XX/XXXX to follow up since I last reached out in XXXX. I spoke with local Truist and Customer service. I was not able to obtain any answers. I had an email for a Truist employee with Total Loss. I emailed him and he submitted a request with the XXXX XXXX Department. Neither he or I heard anything back so I called Truist again on XX/XX/XXXX. I spoke with the XXXX representatives on the customer service line and was forwarded to dealer services ( XXXX, XXXX ) .The first number does not recognize the account number, the second number is invalid. My local Truist branch ( XXXX, AL ) is unable to help. I spoke with the manager on XX/XX/XXXX. I called her again on XX/XX/XXXX and did not receive a return call. Neither the Truist banking app or website will allow me to login ( most likely because the account is paid in full ). I enter my information and it automatically logs me out on both platforms. I spoke to XXXX XXXX XXXX on XX/XX/XXXX ( XXXX ) who could not locate the account and suggested I call the Truist dealer product cancellation department. She said Truist is the owner of this agency and that our account must be held in a different department that she could not access. I called XXXX and there was no answer. The number went to Truist general customer service who could not help. I attempted to call again and was given the option for an address book. I chose the option for an operator but one was not available. I then got the cancellations email address. I have sent emails to the Dealer Product Cancellation department and XXXX email address with no response on XX/XX/XXXX. The amount of these checks total over {$2000.00}. The XXXX check was mailed on XX/XX/XXXX by XXXX XXXX XXXX The XXXX XXXX check was mailed on XX/XX/XXXX by XXXX XXXX XXXX. Truist has not contacted me about either of these reimbursements despite multiple attempts by me to reach them. Truist is causing financial hardship and is using unfair and abusive practices. Additionally, the only reason I knew about these refunds was because XXXX XXXX XXXX reached out to me. Truist never contacted me. This is outside the realm of reasonableness. Truist policy is quick to report any customer for late payments, however they refuse to provide owed payments to customers in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35173
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i paid my monthly ( every month a problem ) This time they did not send all of my payment back but rather they applied it all to principle and none to the payment! I overpaid {$5.00} to make it an even {$2300.00} like I have always paid. Now they jacked me for a late fee and now my credit is also at risk. I have wasted over XXXX hours on the phone this year alone! Now the newest trying to get me event has a case number which is XXXX. This company does something to me every month! I have filed previous complaints to you and they just lied to you and you closed the case. I got a letter from them saying my house was abandoned. They sent me multiple payments back and denied doing so. They even called me late one night and swore at my wife and I. They told her to shut up as " the men are talking '' and even called her a ( XXXX XXXX several times. I am blown away that this company is able to do things like this monthly to me and get away with it. I filed a better business bureau complaint and an attorney general complaint. All dead ends. Who else is there to stop this madness??? I can't keep doing this. I'm going to be the first person to shoot themselves over the stress of loosing my family home to the most unscrupulous mortgage company on the planet. All I ask is for some real help here. I can't do anything as I'm just a citizen and military veteran. I just want the nightmare to end so please, please for God 's sake help! me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 159XX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I bank with Truist. Each week I deposit my pay check instead of using direct deposit. I have done this for over 3 years with no problem. Last week, without notice, Truist placed a 10-day hold on my paycheck. When I inquired why this happened, they could not give me an answer other than that " the algorithm flagged '' my check. They then assessed an NSF charge against my account. When I complained they notified me that, when the check clears, I can request a refund of the NSF charge. It seems to me that this is an attempt to illegally generate bank fees. Although I was able to come up with money to pay my bills during the " hold '' period, not everyone is so fortunate. Moreover, they have charged me an NSF fee although it was their actions that caused the insufficiency of funds and will only refund it upon request. This appears to be an unfair business practice designed to prey upon the ignorance of those most at risk of financial difficulties. One must wonder how widespread this practice is and how many tens of thousands of consumers it has, and continues to, affect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ref Complaint # XXXX Attaching all existing materials, adding the XXXX XXXX XXXX XXXX Truist claimed the complaint was sent by an unauthorized person, I am fully authorized by my mother to act as an advocate on her behalf and this approval is in the files at Truist. __________________________________ Truist as a XXXX XXXX servicer purchased my home loan and failed to pay the flood insurance causing it's cancellation. A new policy is XXXX XXXX more expensive. This will be financially devastating for our family and force the sale of our family home. The prior mortgage servicer XXXX, they also purchased the loan and made all necessary escrow payments in XXXX without issue.In XXXX, SunTrust now Truist failed to pay, the insurance was cancelled in XX/XX/XXXX. A new policy is required by XXXX XXXX the policy will be at a XXXXXXXX XXXX increase to {$5000.00} up from the prior XXXX {$500.00} due to this escrow processing failure. XXXX XXXX had the address on fi XXXX as Truist XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX, which was provided by the servicers agent. They assure us they billed the address provided. Truist has acknowledged the error but has been unable to reinstate the policy at the prior rate which was a grandfathered rate. Truist had the fl ood policy number in their system, I believe they knew it was a XXXX XXXX ( aka XXXX ) underwritten policy. They contacted the wrong insurance company to gain information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was short XXXX in my checking account and Truist Bank charged me {$72.00} in overdraft fees. On XX/XX/2022, there was a positive balance in my checking account in the amount of {$120.00}. A transaction in the amount of {$46.00} was posted on my account on the same day, and the bank charged me a fee of {$36.00} even though my account still had a positive balance of {$120.00} on XX/XX/XXXX. Why did this bank charged me a fee there was a positive amount in my account on XX/XX/XXXX? On XX/XX/XXXX, another transaction was posted in the amount of {$38.00}, and another on the same date of {$41.00}. My bank charged an additional fee of {$36.00}. The way Truist Bank somehow fixed this so that I would be charged these fees is very concerning regardless that there were funds available in my account on XX/XX/XXXX, to cover the first transaction of {$46.00} I called XXXX XXXX, the branch manager at XXXX XXXX, SC location to inquire about these fees and he told me he was unable to remove them and that he needed to escalate an email to a higher department regarding these fees. I get direct deposit of my Social Security retirement and since I have bills that are automatically deducted this is going to cause additional fees because of the {$72.00} that the bank will take from my check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29316
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
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 have requested a copy of my auto lien release through SunTrust Bank, which merged with Truist in XXXX. The loan was paid off in its entirety in the summer of XXXX. I originally contacted Truist through the customer service line to request a copy for the lien release on XX/XX/XXXX and again on XX/XX/XXXX. Both of the Truist representatives informed me they would put in my request. I never heard back or received anything in the mail. I called again on XX/XX/XXXX and was informed by a Truist customer service representative that those requests failed to go through. The Truist representative recommended that I mail or fax my information to the Truist Closed Loans Department. However, the Truist representative would not provide a phone number nor an email. I sent faxes to the Truist Cloan Loan fax number provided to me on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX, I called Truist ( again through the customer service hotline ) and the Truist representative informed me that they could not provide a phone number for Truist Closed Loans and claimed that none of the Truist Closed Loans staff have phones. The Truist representative could not confirm whether the faxes I sent made it to Truist Closed Loans, but informed me it would take XXXX weeks for Truist Closed Loans to process the claim. I have no confirmation that my faxed request ever made it to the Truist Closed Loans Department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2020 {$11000.00} was paid to XXXX from my Truist ( formerly SunTrust ) savings account ( pmt XXXX XXXX POS XXXX. ) I have never had an account of any kind with XXXX and did not authorize anyone to act on my behalf. I reached out to Truist and they indicated I would need to reach out to XXXX since the request originated with them. I reached out to XXXX but they wouldn't talk to me because I don't have an account with them. I'm caught in the middle. I was back and forth with Truist for over a year with no resolution. I thought under Reg E there would be a provisional credit. That never happened and after XXXX days without it being resolved the provision credit was never made permanent. I would like all parties to come together and talk and then I would like my money deposited back into my account. Case number with SunTrust : XXXX Acct number ending : XXXX This is written for my by my daughter, XXXX XXXX XXXX I can give more detail as needed. 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: 22182
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
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: XXXX XXXXXXXX TRUIST have my account number and withdrew payment 15 USC 1666 I believe the bill sent to me, is a billing error in accord with 31 USC 3123 and 18 USC 8 16 CFR 681 TRUIST also reported my personal information to the reporting agencies without prior knowledge or consent 12 CFR 1006.34 TRUIST failed to send a Validation of debt notice 15 USC 1692 g I sent a notarized, registered Validation Dispute letter to TRUIST within 5 days of the first bill with no response from TRUIST26
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I never signed a mortgage with Truist Mortgage or had a mortgage since XXXX. Truist Mortgage acct # XXXX reported to XXXX CREDIT BUREAU as having a mortgage relationship with me. The one and only mortgage I have had was null and voided in XXXX and my credit file was to no longer be touched after XX/XX/XXXX by anything included in the process. Truist Mortgage has never had business with me and should be removed off my XXXX CREDIT REPORT
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A