Date Received: 2022-10-19
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: Fraudulent activity occurred on this account XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have tried to work with this company to clear the fraud. I have not used this card since XXXX and assumed it was closed since Suntrust bank is no longer in business. I have never received any mail regarding a transition to Truist. I attempted to log on to the account page to see what activity occurred and file dispute paperwork, but the account can not be found. I have yet to talk to a human to help me do this. I have yet to file official fraud dispute paperwork, it's not for a lack of trying on my part. Since XX/XX/XXXX it's been a series of phone calls to clear this up. None of them resulted in speaking to an actual human. I am a hard working fiscally responsible American.I pay all my debts on time, including this card, which was paid in full in XXXX. During this whole process I have only spoken to XXXX people, XXXX who said they would file fraud charges and send paperwork, the other couldn't even find my account and said it was due to the Suntrust merge. Weeks of this ... and then a delinquent non payment showing up on my spotless credit report ... I filed complaint with both the XXXX and CFPB. I was given three contact people ( XXXX, XXXX, and XXXX XXXX ) and was informed I would receive all contact via mail. I have left multiple messages to the above three contact people. I would love to know what is actually happening because I have received nothing from this company other than one letter stating one of the charges was removed. In the meantime, more billing cycles and more delinquent payments showing up on my credit report. It's unacceptable. I have NEVER had problems with a credit card company to this degree. In fact, I am usually contacted by my credit card companies when they suspect fraudulent activity. It is an easy process to freeze the account and send the proper paperwork to file a dispute. This is not happening with Truist, I have heard nothing from this company, no bills, no calls, no emails ... at this point I would rather pay the {$27.00} in charges I never made just to get this off my credit report, but I do not even know where to send payment! The only reason I know this card carries a balance is because I called the automated line. This company excels at automation. It would be a miracle if a human actually cared enough to contact me.You can not speak to a person, you get XXXX robot after another and then get hung up on. What is happening with this company is criminal. They are intentionally ignoring people and destroying their credit in the process. Shame on them for taking advantage of hard working tax paying Americans. My credit is dinged over a {$27.00} fraudulent charge that I can not pay because I never even received a bill, and am unable to log on to their website, or even contact a person in payment. Please investigate this company. Perhaps litigation is necessary to clear this up, as it has caused me XXXX XXXX XXXX. From the complaints I have seen online regarding this bank, I am not alone. Please publish this so consumers will avoid this company. I am surprised a civil suit has not been filed, since there are literally thousands of people online with similar complaints as mine against this corporation. It's ridiculous that I have had to go to such extremes for a company to do the right thing. I feel sorry for those who do not have the means to do so and are continually taken advantage of. Judging from the thousands of complaints logged with the XXXX about Truist, perhaps it's time to actually investigate this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I tried to open checking account with Tuist Bank and was reject due to an issue from 2010 when I have my account hacked. Truist bank only stated they could not open the account and no further information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31548
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX account XXXX NOW Truist account XXXX Paid XX/XX/XXXX mortgage statement to XXXX XXXX in full PLUS {$400.00} additional principal via XXXX checks via XXXX mail. Checks were never cashed. XXXX XXXX account shows I never paid XXXX statement. Not true. Received letter from Truist that Mortgage has been transferred to said company as of XX/XX/XXXX, nowaccount XXXX. Online account shows that XXXX payment has been made, but I still owe XXXX payment? Checks made out to XXXX XXXX not cashed. Where is the payment I remitted? I have never missed or had a late mortgage payment, clearly a problem with transfer process, HOURS OF MY TIME WASTED ON THIS. I can not afford to make another mortgage payment for XXXX only for the original checks to be somehow " found '' and cashed. I should not have to have a missed payment associated with my/my husbands account because of errors on the part of these XXXX companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I got my checking and debt card blocked due circumstances beyond my own doing. Truist bank accused me of fraudulent because my account was overdrawn by XXXX dollars, and the check from insurance company, was not honored by XXXX XXXX stop payment on the check. All the information was presented to me by the bank itself. Now, I can not fuction normally my daily life. I am seeking legal action against as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21045
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/XXXX, 2022-Received bank statement from Truist for an account I did not open. Contacted Truist fraud the following XXXXTalked to XXXX? XXXX? at Security and Claims and he stated he would do a fraud report and freeze account. Filed multiple reports with local police, FTC, etc. Received a response from XXXX XXXX in response to CFPB complaint. I have continued to receive statements and overdrawn balances which should not occur if an account is frozen/closed!!! Today, XX/XX/2022, Truist sent a letter stating they have closed the account and I owe them {$58.00} which includes a {$30.00} charge off fee. I have asked them repeatedly to close this account and they let it rack up another overdrawn charge the following month. I would like to make a complaint against Truist for collection tactics. This account " has now been sent to our department for collection. '' Called Fraud at Truist again today and XXXX??? stated that no fraud report had ever been filled out. She gave me a claim number today and said an investigation would take place. This company is shady and needs to be investigated. I couldn't even get in contact with anyone at their number listed online as it didn't recognize the account number. XXXX also said that even while it was being investigated, I would continue to receive letters asking for payment. How is this legal??? I never opened an account. They have no customer service help available. They aren't filing reports they state they are. Then they continue to harass people who aren't even customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 318XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Financed new windows through XXXX XXXX. They broke our project up into 2 loans with 2 different financing companies. We have had problems since day 1 with XXXX XXXX. This project has been going on for 2 years now and still is not complete. I have numerous documents, e-mails, etc going back and forth. I have had numerous XXXX XXXX contractors, window manufacturers, managers, etc at my house trying to get this job completed. Every time it seems like we are getting somewhere all of a sudden that person is no longer employed with XXXX XXXX and we have to start all over. I have a list of so many names that we have dealt with that are no longer employed with window nation. This project has been a night mare trying to get new windows in my home. I have been paying on the one loan since the very beginning, but I was originally told by Service Finance not to sign off on any final documents until I the job was complete and we were satisfied. We continued to stay in communication with service finance and tell them the job was not getting done and explain all the problems we were having, they even told us they were having problems with XXXX XXXX communicating with them. Well about a year ago Service Finance started having new people take over our account and they have been very rude and nasty. They have told us they don't care if the project is done or not they are releasing the money to XXXX XXXX and we are responsible to start paying this loan. We have been asking to speak with a manager and are told one will call us back well that was from XX/XX/2022 and we have not received a call from a manager yet. When my husband spoke with Service Finance again today and asked to speak with a manager he was told NO and transferred to the complaint dept and spoke with a XXXX who said she saw all the notes on our account and we needed to pay this loan no matter if the job was done or not. We still do not have our new windows in and are now being forced to pay on the second loan. So XXXX XXXX is paid in full and our job is not complete. Where is our protection? Where are our rights? Why am I being made to pay for services I did not receive? Service Finance is a very rude and Nasty Company along with XXXX XXXX. I would not recommend either of these companies EVER!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08302
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: An unknown, unrelated, XXXX XXXX account appeared on my online list of Truist accounts. I immediately reported it to the bank 's fraud phone line but they could not explain it or fix it or change my account numbers. I called the XXXX XXXX XXXX whose mystery account showed up on my online list, but they could not explain it or fix it. I reported this fraudulent activity in person to a Truist bank officer, who issued me new checking & savings account numbers & ordered a new credit card. She ordered replacement checks with the new account number with assurance that the charge would be credited via the customer help line. She said she could not waive the charge herself as she had been able to before the bank became Truist. Eventually {$32.00} was charged for replacement checks that were required due to the reported fraudulent activity, which the bank officer promised would be refunded by Customer Care. When the charge appeared I called Truist customer care, but the phone representative would not issue a credit & would not escalate my call. The reported fraudulent activity is STILL present online & uncorrected. Also, with the change in account numbers, I lost online access to all of my previous years of statements ( under the previous account numbers ) -- the information is now missing, it was not transferred or carried over to the new account numbers. This caused an outstanding check to be returned with a insufficient funds fee of {$34.00} that I repaid the payee. The credit card stopped sending statements & alerts & for a time I lost access to old & new accounts, resulting in a late fee I only discovered when I got a robo phone call ; once online, I also noticed a {$38.00} discrepancy in charges. I sent them a separate complaint with prepaid return receipts costing {$18.00} that they did not send back. They refunded the late fee but not did not send a reply or address the discrepancy. In XX/XX/2022 I sent a new complaint to Truist ( 6 pp letter plus 18 pp of attachments ) & have not received a reply, acknowledgment, correction, refund, or apology.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20007
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Greetings, Im in a dispute with Truist Mortgage because they categorized my forbearance as a deferral without my knowledge, and without my signatory agreement. By doing this, Truist has negated my reward of mortgage relief from the California Mortgage Relief Program. The funding amount of my mortgage relief was {$26000.00}, and by acting in bad faith, Truist has labored me with the full burden of that delinquency. The California Mortgage Relief Program was designed to help homeowners such as myself who were affected by the pandemic, and I feel that Truist is acting unfairly in denying me the funds which the XXXX deemed rightfully awarded. Dealing with Truist has been a challenge. They provide no direct access to their staff, and each attempt to request clarification or to demand remediation has been met only with long hold times followed by discussions with clerks who, having no previous knowledge of the complicated and likely erroneous path which led to this situation, invariably have put me on hold while they seek guidance from their supervisors, only then to promise to look into my case and to get back to me. My attempts to communicate with Truist via email were responded to thusly : Please note, for security reasons, we are unable to communicate via email. Im contacting your organization in the hope that I will find assistance in requesting from Truist some form of remediation by which the XXXX will be informed that the information previously received by them from the lender was in fact in error, and that Truist now has the ability and volition to receive from XXXX the {$26000.00} which they, Truist, previously declined. Please find attached several pertinent documents. I also have available other records of correspondence with and notices from Truist, which may or may not be of value in arguing my case. Please feel free to request any verification of dates or actions. Thank you for your assistance in this matter, Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Hello, in the transfer of my SunTrust auto loan to the new owners truist the process has been a mess for me personally. Ive had several months where multiple payments have been deducted from my account. After attempting to contact truist on several occasions Im left with no help. Tonight I told the customer service rep that if I did not get the help I needed on this call that I would file a complaint. He said he was transferring me and instead put me back in the system Ivr greeting. Im completely frustrated and have asked them for their help canceling the auto payments set up so that I can make my own payments, at my own discretion. By the way, I do not owe a payment on my account until XXXX of 2023. One of the reps walked me through canceling my auto payments tonight but after logging back in they are still showing up as scheduled. Its very frustrating because they tell me to give it 24 hours for the account to adjust. Theyve told me this the last two times I tried the same process with them to no avail. I get busy and I just expect them to do what I ask them to do. Tonight I asked them how do I remove the bank info they have stored on file and I was ignored like what i was asking them was someone trying to run out on their bills. Again, I have good credit and I am ahead of my next payment until the spring time in most places. Id very much like to complain about their transparency in this ordeal. Its been less than pleasant for my family to have to shell out two years payments a month for several months this year. Lastly, their website allows you to edit the series, delete series. Only one function works and that is editing. You can not delete the series at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28262
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have received the most recent statements dated XX/XX/22 and XX/XX/22 from Truist Bank for accounts that were fraudulently opened in my name. I do not live anywhere near this bank 's location and have never even stepped foot into a Truist Bank nor visited their website up until I started receiving these fraudulent statements in the mail. I have called Truist Bank 's customer service to report the fraud and am now be threatened with collections because the accounts have been " charged off, '' and the bank is telling me that I owe them for overdraft fees on an account that I DID NOT open.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62221
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A