Date Received: 2022-10-17
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I submitted CFPB complaint XXXX and received a reply with no further action other than reaching out to a debt collector, however, they are unable to answer my further questions. Please review complaint XXXX and then review my comments below. The file that was attached referenced paragraph 5 of our letter, stating that credit cards were not closed down at this time. HOWEVER the attached letter, in paragraph 5, states, and i quote : " This account closure requirement does not include, if applicable, any of your installments loans, home equity loans/lines ( or a credit card attached to a home equity line ), mortgages or IRA accounts XXXX '' The above line from paragraph 5 of the account closure template only specifies credit cards attached to a home equity line. Our credit card was a normal consumer credit card ( we didn't even own a home at this time ). Please re-review this letter. I have attached both the account closure letter and the recent response from CFPB complaint XXXX XXXX - The credit card showed on both of our credit reports as closed an in good standing as of XX/XX/2018. Why would this be reported as closed? Please provide an answer. If you indeed intended not to close this account at this time, why was it reporting such on our credit reports? Who closed this account? 2 - We were under the impression this card was closed. How is it our duty to ensure that account closures are properly handled on the banks end, when the letter clearly states everything was being closed. 3 - The letter only states a home equity credit card and not a consumer credit card. How is SunTrust ( now Truist ) able to send out this letter, stating it was closed, yet keep our card open, even though they sent the account was closed, thus allowing automated payments or potential fraud to continue charging our card for years? How are we to know that this was NOT closed, when everything we saw stated it was closed? We lost access to online banking and our credit reports showed this as closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX we took out a mortgage on the house we bought at XXXX XXXX XXXX XXXX GA XXXX. We paid on that mortgage until XXXX when we paid the mortgage off. We had the original mortgage with Suntrust Bank in GA ( acct # XXXX ) and it was still Suntrust Bank. This year, in XXXX we sold the house in XXXX. When we went to the closing on XXXX XXXX, we were told that we had a lien on the house because there was an open line of credit on the house but they could not tell is we owed money or not. We called Suntrust which is now Truist Bank and no one could find any trace of the original mortgage much less the " open line of credit ''!! We spent the next MONTH and hours and hours of our time trying to get this resolved. It cost us {$88000.00} at the closing!!! This money was held because Truist could not figure out what happened and apparently was not worried about fixing it. We filed a LIEN RESEARCH REQUEST FORM as we were told on XX/XX/XXXX ( the day we closed ) and were told it could take up to a month. On XX/XX/XXXX we spent another 2 hours on the phone with the closing attorney attempting to find out why it had not been resolved. No one we spoke with could find any evidence that it is being investigated. We do NOT WANT this hanging over us. It needs to be cleared up. I can find that we paid the mortgage but the closing attorney said they must not have notified the appropriate local agencies. We are at a loss!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I deposited Check # XXXX into our business checking account ending in XXXX via TRUIST Mobile Deposit on the TRUIST Mobile App on my XXXX. Received a letter via XXXX dated XX/XX/2022 that stated TRUIST had made the decision to close the account. I contacted Fraud Management at the number provided in the letter. The phone rep was not able to give me any information on why the decision was made to close the account. On XX/XX/2022 I called the branch where the account was opened to see what I could find out. They were able to give me the Fraud Management phone number and a CFO # to see if I could get more information. After calling Fraud Management again I asked that the analyst who made the decision to call me directly to discuss reasoning and if there was anything that could be done. On XX/XX/2022 after not hearing back from Fraud Management I went into the bank branch where the account was opened. I turned in requested information and branch representative made copies and emailed documentation showing that CH # XXXX had cleared. As of XX/XX/2022 there was no communication from Fraud Management. I called and filed a formal request again to be contacted. As of today, XX/XX/2022 I have not heard back. Currently the money shows available in the online banking App and Website, but we have no ability to move that money other than closing out the account per TRUIST customer Service and Fraud Management call reps. We have a total of 8 business accounts and this particular Checking and Savings account associated with XXXX, LLC are the only two that currently have holds on them. We would prefer not to close the accounts, but the branch manager and regional manager have said they can not do anything because this was a 'back office ' decision. I would like to understand what was done on our part to trigger the Fraud Department 's decision to close these particular checking and savings account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
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: 2022-10-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: There was a banking error by Truist in XXXX of this year in their ability to withdraw funds from XXXX XXXX XXXX via XXXX payment that has been set up and working with Suntrust ( now Truist ) for more than 10 years. We contacted XXXX XXXX XXXX and they tried to assist us by contacting Truist banking to let them know funds were in the account at the time and that XXXX saw a banking error with the payment pull by Truist. Truist has been contacted by XXXX several times and will not admit their mistake. We have contacted Truist Banking and they will not listen to us either and will not accept their company made a simple banking error which is now being reported as a late payment on our credit. Truist will not listen to anyone and repeatedly states they have never made a mistake even though we've reminded them of instances where are payments were reported to have never been received only to find out Truist deposited our funds into someone else 's account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: IN YOUR LAST STATEMENT YOU SAID MY LOAN IS BEING REVIEWED BY THE VETERANS ADMINISTRATION YOU CHANGED MY VA LOAN TO A CONVENTIONAL LOAN BACK IN XXXX DOING A REFINANCE ON MY MORTGAGE. IT WAS NOT A VA REFINANCE IT WAS A CONVENTIONAL REFINANCING THAT ADDED {$28000.00} TO MY MORTGAGE, CAUSE IT WAS RECORDED AS A LOAN AND 6 YEARS AS A PAYBACK OPTION FOR THE {$28000.00}, AND YOU ADDED IT TO THE PRINCIPAL. DOING THAT CAUSED ME TO FALL INTO A INTEREST-BEARING LOAN. THE INTEREST EATS UP THE PRINCIPAL PAYMENTS THAT I MAKE TOWARD THE LOAN. I SHOULD BE GETTING A LETTER FROM THE VA, I WILL REPORT WEEKLY TO THE CFPB ABOUT THE STATUS OF MY GETTING THIS LETTER FROM THE VA ABOUT MY OPTIONS. THIS CONVENTION LOAN IS NOT SECURED BY ANY GOVERNMENT AGENCY, NOT THE VA, I WILL BE WAITING FOR THIS LETTER FROM VA. YOU WERE TRYING TO ADD {$11000.00} OF INTEREST & FEES TO THE PRINCIPAL WITH THE LAST INHOUSE MODIFICATION OF XX/XX/XXXX AND YOU SAY IT WAS A DISASTER MODIFICATION.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I had a checking account with Suntrust for many years. When the account was opened, there was no fee on the account. After the account was transferred to Truist, the bank started charging me fees {$25.00} per month starting in XX/XX/2022. I was not given notice that the fee would be charged and never consented to any changes to the account. I did not notice the fee until XXXX because I don't typically use the Truist account. When I noticed the fee being charged, I called Truist and requested to waive or credit the fee. I spoke with XXXX XXXX who stated that the bank will not waive all the fee but only {$50.00}. When I asked her to explain what had changed in XXXX that the bank started charging the fee before, she just repeated the same. Again, I never agreed to any fee, I never requested to change the type of account. The fee was imposed without any notice or the opportunity to object. The total amount of the fee was {$120.00}. Thus, there is a fee charged on my checking account of {$75.00} that was not credited. Further, because the bank used all funds in my account to pay the fee itself, it used my credit card to cover overdraft. It then charged interest on overdraft in the amount of {$1.00} and a late fee of {$20.00}. Thus, the total amount of unrefunded fees, interest and penalties is : {$75.00} + {$20.00} + {$1.00} = {$96.00} I request that the above amount be credited back to me. Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: IT HAS COME TO MY ATTENTION THAT XXXX OF YOUR ACCOUNT HOLDERS SOLD MY PROPERTY TO ME IN XX/XX/XXXX THE HOUSE THAT I HAVE BEEN LIVING IN SINCE XXXX FOR THE PRICE OF {$30000.00}. HE HAS INFORMATION ABOUT MY RESIDENCE. AND BACK IN XXXX {$30000.00} WAS ADDED TO MY MORTGAGE AND THE SAME AMOUNT OF FUNDS WAS ADDED TO HIS ASSETS ACCOUNT. I WILL NOT GIVE HIS FULL NAME BUT I WILL SAY HIS LAST NAME, I WILL GIVE HIS FULL NAME TO THE CFPB XXXX. I HAVE DOCUMENTS THAT WILL SHOW THAT HE TOOK OUT XXXX OF MY HOME WHEN I KNEW I HAD NONE AT ALL. HIS LAST NAME IS XXXX AND HIS ACCOUNT IS CONNECTED TO TRUIST BANK. AND {$28000.00} WAS TAKEN OUT ON A XXXX OF MY HOME. LOANS HAVE BEEN TAKEN OUT. THE ORIGINAL LOAN BALANCE IN XXXX WAS {$160000.00} WHICH WAS ( XXXX ) AND {$28000.00} WAS FOR LOAN ( XXXX ). I DO NOT REMEMBER TAKING OUT ANY LOANS FOR MY HOME. I KNOW BOTH WERE ADDED TO THE PRINCIPAL OF MY HOME. THE DOCUMENT I HAVE TO SAY THAT IT WAS NEW MONEY AS A MODIFICATION AND THE SIGNATURES WERE FORGED ON THE DOCUMENT. THE MARKS LOOK AS IF THEY WERE ERASED OR SOME WHITEOUT WAS APPLIED AND THEN MARKED AGAIN, IT WAS ALSO STAMPED BY A NOTARY IN SOUTH CAROLINA. THE MARKINGS ARE NOT OF MY DOING. THE DOCUMENT THAT I WILL SEND TO CFPB DOES HAVE HIS FULL NAME ON THE VERIFICATION. I CAN VERY WELL SEE, MYSELF GETTING A TEXT FROM THE STORYTELLER SAYING WE DO NOT KNOW OF ANY XXXX, XXXX XXXX RECORDS DO INDEED.ALL THIS FROM XXXX TO XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My Truist, then BB & T accounts were hacked in XXXX. My email, passwords, usernames, phone numbers and address were compromised then. I filed a report with the local police and opened new accounts. Around XX/XX/XXXX I signed up with XXXX through my bank because my son wanted to transfer {$550.00} to my account. On XXXX, I noticed XXXX fraud withdraws through XXXX had been made to one of my checking accounts, that came to a total of {$10000.00}. The withdraws took place between XXXX XXXX XXXX. I called the Truist fraud line, reported it and opened a fraud claim. That day I went to my local bank, froze that account, changed my password and username. On XX/XX/XXXX, I opened a new checking account and also noticed that my business account had been hacked also, in the amount of {$190.00}. I filed another claim for that account and after Truist reviewed it, received my money back. On XX/XX/XXXX, I received a Truist letter, telling me that my claim of {$10000.00} was denied because it appeared that the transactions were authorized through my cell phone and e mail. Both were compromised in XXXX. I did NOT authorize these transactions. Truist Fraud department told me that unless I can prove that I didn't make these transactions by proving where I was on these dates, they can't help me. I called the fraud department again to reconsider my claim but it was denied again. I contacted my cell phone provider, XXXX XXXX, to see if I can get some inside information about my phone activities and was told that I had to file a report with the police and they can subpeana information. The middle of XXXX. I filed a police report. They were supposed to check into XXXX XXXX and also check with XXXX about the fraud transfers. Any time I tried to connect with XXXX, I was told that it's my bank 's problem, they can't help me. I still haven't heard anything back from the police. After I had reopened new accounts, changed usernames and passwords, I continued to watch for suspicious activities on my accounts and noticed a XXXX XXXX had been able to log into my accounts again. I reported that to Truist also and they assured me that they will keep an eye on that. I want to add that I did receive either text messages or email notifications, telling me about amounts being transferred out through XXXX. Since I KNOW that I didn't authorize any transfers, I assumed that these messages were junk mail, just like messages that tell me I won something, I ordered something, my account has been locked, the IRS is looking for you, etc., all fake messages. I just ignored these XXXX messages. They didn't ask me to confirm the transactions by replying " confirm '' or " yes '' or " no ''. This hacked account is in my name and my son 's name. He was the XXXX who contacted me to tell me that he noticed that {$10000.00}. was missing from the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 24740
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX and I am in the process of selling my home. When the title search was done, an old 2nd mortgage/HELOC came up for XXXX. This account originated from XXXX XXXX XXXX XXXX XXXX ), to Suntrust, to BB & T, and now Truist. Back in XX/XX/XXXX XXXX XXXX XXXX, I had done an " in house '' loan modification to where I thought they waived this HELOC but it was not recorded, and I know it would have been up to me to check, but it is not on my credit report and was considered an " unpaid charge off ''. I have not received any correspondence, any mail, calls, emails etc from this company at all in XXXX years. So, I thought it was a written off account when I did the " in house '' modification. However, if I have to pay it, I am willing to do that because I need a clear title to close on my home. I am exhausted and very upset as to how I have been treated by the Truist calls, being transferred to repeated numbers over and over. Countless hours on the phone and not one representative can even find the account. Being passed off and ignored could hinder the sale of my home and cost me huge amounts of money. I emailed XXXX, and finally got a response that they do NOT handle HELOC/second mortgage accounts and exclaiming to me not to email them again. They provided me with some contact numbers and every one of them went straight to the " standard customer service number '', other than one that was for commercial retail ( nothing to do with my issue ). I am being passed off and ignored. I have called and called and called, I have a complete list of everyone and all of the phone numbers that I have been passed around to all week, starting XXXX XX/XX/XXXX. I even went into the XXXX XXXX XXXX XXXX XXXX and the representative was unable to help as well. The attorney handling the closing has requested a payoff from Truist, however, if they do not provide one, to use a 3rd party company to handle it. I researched this 3rd party and it appears that they only handle " paid in full '' mortgages. I am seeking your help to find out how to get this payoff. My contact information is XXXX The old account number is XXXX ( I have an old statement from XXXX in my possession ) and it was with Suntrust. The address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28216
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently transferred to Truist and I have not received a welcome letter with my account number and payment info so I can make a payment. I tried reaching out via social media and was told I had to call in for assistance. I spent over XXXX HOURS on hold before giving up. I was not given an option for a call back either. Im simply trying to pay my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76021
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A