Date Received: 2022-10-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX, I was contacted via text by Truist bank with a " one-time passcode ''. I do not bank with Truist nor have I ever had an account with them. I have had the same cell phone number since XXXX so this is not an issue of a non-updated phone number. I don't remember how difficult the resolution was but I think after a couple phone calls they stopped. On XX/XX/XXXX, less than a year later, I received another text from Truist with another " one-time passcode ''. I replied " STOP '' to end the alerts but got a reply saying my number wasn't verified and to call XXXX. XXXX confirmed that the number was the proper Truist support number, so I have no reason to believe this is spam or phishing. I called them on the XXXX after receiving the text, concerned that a bank was voluntarily sending me someone else 's sensitive login information. I got multiple runarounds from different reps, including being disconnected at least once. XXXX of them transferred me to what he described as " the XXXX XXXX department '' which wasn't even connected to Truist. XXXX of them said they can not do anything with just a phone number and that I should just ignore the texts. XXXX of the XXXX asked for my social security number to see if he could find an account. This seems like a serious lack of interest in security.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27545
Submitted Via: Web
Date Sent: 2022-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Regional XXXX has been reporting on my credit report without consent and Bill of Sale did not come from Regional XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45238
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I was a victim of a scam that cleared out XXXX $ from my bank account with Truist Bank. My personal computer was hacked and I was given a number to call because I was told my bank accounts were at risk of being hacked. I was told I was talking to a Truist bank member and they gave me directions to protect my money- a wire transfer that needed to be done at the branch. When I went to my local branch and told the banker - XXXX XXXX that I was told to wire money by a bank member she did not ask me any questions. Later that evening I was told I was victim to a scam when I told my parents what happened. The next morning - when the bank opened I was there waiting to make the recall- XXXX XXXX was the banker again. I asked why she didn't ask any security questions or questions about possible fraud or scam she laughed and said even though she was trained to do that she does not. She made the recall- in the paper work I have she posted the recall for XX/XX/XXXX. I called later to speak with her about why this was being made so late and was told she was no longer with the bank- however she was the one supposed to be receiving email notifications about my recall and let me know what was going on. I don't think the bank ever intended to contact me about this change- I had to call repeatedly until I finally spoke with XXXX and she confirmed the late recall date and I asked why the wait and she could not give me an answer. I noticed a wire transfer fee on my statement- I called and asked what this was for - and the person I talked to said all of that should have been explained to me along with being asked questions when I made the wire- nothing was explained to me and no questions were asked. I have never made a wire transfer before. Over the next several weeks and leading to months I have gotten the run around from every person I have talked to - often they can't tell me anything for find my case. Many banks have holds on first time wires out of accounts or holds on wires with red flags such an account that is only used for deposits. Wire recalls made within 24 hours have a high success rate of being returned but my wire was not recalled. I have many concerns about the security of Truist and have read many stories about the frauds and scams being run through their bank because of the lack of security. So far I still have not heard back from Truist, I keep getting told they will look into things for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Previous case number with Truist : XXXX CFPD Complaint ID : XXXX This has been submitted to Truist and CFPB previously, please see information above. On XX/XX/2022 I logged into my Truist mobile app and it asked me to update my preferences ( online or mail delivery of mortgage statement ). I saved my preferences and immediately got an email forwarded to me from XXXX XXXX ( ex-spouse, we used to share the mortgage, I assumed the VA loan when we were divorced, the mortgage/loan is ONLY in my name ) showing my preferences. I checked the mobile account and nothing was showing with his email ( XXXX ), but I notice my name has been changed back to XXXX XXXX XXXX XXXX. The ONLY email on my account should be XXXX. The ONLY person should be XXXX XXXX XXXX. XX/XX/2022 : XXXX XXXX Called online support ( XXXX ) and spoke with XXXX. She went to look for email, call dropped. XX/XX/2022 XXXX XXXX Called and talked to XXXX in Customer Care. He wanted to send me to Mortgage but I know from previous experience they can't help. Was sent to... XXXX XXXX. She searched for the email address several times and did not find anything. Nothing else she could do. Called XXXX XXXX ( XXXX ), first call was dropped but then spoke to XXXX. Gave him my case number and he said the case was closed and wanted to transfer me to XXXX XXXX. I told him I had been on the phone with them for almost an hour this morning. He said he would have someone call me and then he hung up. I have been dealing with this for far longer than I need to be. I am scared to make payments on my account or add additional payments to my account because I am afraid my ex husband will see them. We are divorced with XXXX kids and I need to keep my finances separate from him. This is absolutely ridiculous that this is still going on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98626
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022 I went to the Truist bank located in XXXX XXXX XXXX XXXX, XXXX XXXX, VA XXXX at XXXX at XXXX XXXX to make a wire transfer from my checking account for the amount of {$59000.00} that turned out to be a scam. When I arrived, the bank employee ( XXXX XXXX XXXX XXXX ) processed my wire transfer request and told me to sign the wire request without asking me any questions about this transaction nor gave me a receipt of how much the remaining balance was. Because this was my first time ever doing a wire transfer I did not ask questions either, as I was being manipulated by the scammer over the phone who provided me with instructions. When I got home and logged into my online bank account I saw that the balance was near XXXX and I had wired nearly all my money out of my account. I immediately called the Truist fraud department at around XXXX : XXXX XXXX and the representative told me to call back again at XXXXXXXX XXXX the following day. As this was a fraud I called back again to try to get another agent who could put a stop on the wire, and the next representative told me that they will put a red flag but there was nothing they could do. On XX/XX/2022 I went at XXXX XXXX to the same branch to find out further details of the request to stop the wire transfer and the representative was not helpful at all and told me that I lost my money and there was nothing they could do. I was victim of a fraud and the bank representative did nothing to inquire about this transfer, which I now realize was obvious fraud. I understand I initiated the transfer, however it is their duty to have policies in place to avoid this type of scam as this money can be used for any number of illicit activities.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23113
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Truist took {$2500.00} from our checking account, which created a negative balance. Truist then charged us three different overdraft fees. We started a fraud claim because we thought the withdrawal was fraudulent. We spoke with three different people and one of them researched the withdrawal and figured out that it was someone at Truist. They tried to XXXX that person but they were unavailable. The person who was helping us then went on vacation. The next person we talked to told us it was a force payment on our equity line. There is no credit to the equity line and no reason for a force payment ( we pay down our equity line every month and have since it was opened ). We have since tried to get others at Truist to fix the problem with no success.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I was sent an email XXXX and they had a ton of accredited attachments below like ( XXXX ) they had even sent me documents for this loan which is 2000 $ I talked to them on the phone XXXX ( XXXX ) XXXX everything was fine till I signed it sent them my information and etc. They now wont answer my email or calls and they texted me I told them I needed confirmation on this being a real loan company they said to contact my lawyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 795XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Truist Bank is attempting to collect on an alleged debt that they have written off. I have attempted to dispute this debt previously, however, they are still reporting this on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30035
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In XXXX of XXXX, someone went into Truist Bank and opened a checking and savings account in my name with {$25.00}. The person proceeded to take a line of credit in the amount of {$3000.00}, a credit card with a balance of {$3200.00} and a personal loan for {$8500.00}. I have already personally visited a local branch on XX/XX/XXXX, where they " froze '' the accounts. However Truist Bank has not removed them from my credit report! Even when calling customer service on XX/XX/XXXX, they kept transferring me to different departments and has not removed the fraudulent accounts. How Truist Bank allows someone to open an account with {$25.00} then immediately get thousands of dollars in loans/credit cards and subsequently withdraws all that money in XXXX ATM transactions over a few days and doesn't get flagged as fraud is ridiculous!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022, I filed Complaint IDXXXX t with the CFPB because of several mistakes made by Truist Financial in the administration of my checking account. On XX/XX/2022 I received instructions from the CFPB portal to contact XXXX XXXX XXXX, Client Resolution Specialdistat Truist Financial at ( XXXX ) XXXX. From XX/XX/XXXX until XX/XX/XXXX I left 8 phone messages for XXXX XXXX at the number that I was provided and heard nothing until I received a letter from her dated XX/XX/2022 but postmarked XX/XX/2022. In her letter ( attached ), XXXX XXXX pointed out another time that Truist Fiancial had mishandled my account and she suggested that I request monthly bank statements from them. Truist did not resolve my problem and I was unable to speak with XXXX XXXX, despite that being the solution provided by the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A