Date Received: 2022-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Noticed that my monthly payment increased by over {$40.00} ( from {$1500.00} to XXXX ) with no explanation. I called Truist and was told it went up because I have a {$520.00} escrow shortage. I informed the rep that I usually pay my escrow shortage and was willing to do so this time as well. I requested an escrow shortage letter in order to send the payment to the pertinent dept at Truist. I am yet to receive the letter. However, I paid the {$520.00} ( see attached ) escrow shortage via online banking. After paying the {$520.00}, I realized that my payment went down to {$1600.00}. I contacted Truist to find out why my payment was not back to {$1500.00} and was told " Only {$260.00} was applied to your escrow because that is your shortage. The rest of the money is just sitting in escrow-it was not applied to your escrow. You can get a refund if you want. '' I informed the rep I was told that the shortage was {$520.00} and the statement also shows {$520.00}. She proceeded to tell me " That's the mistake that customers make-thinking that their payment won't go up after paying the escrow shortage. '' So I asked her what else can cause an increase in monthly payments other than tax and insurance, and she could not answer the question. I then asked her " If I pay my escrow shortage, why is my payment going up, '' and she basically reiterated that it can still increase. I then told her to send me a bill with any other increases ( in addition to the {$520.00} that I have already paid ) in taxes and/or insurance so that I can pay it instead of increasing my monthly payment. To date, I have not received a letter detailing any additional shortage, but my payment is still at {$1600.00}. This is not the first time that Truist/Suntrust has increased my monthly payments despite the fact that my escrow shortage was paid in full. My payment was previously just over {$1500.00} before it went to {$1500.00} ( despite paying my escrow shortage in full ) without any explanation. I am mentally drained from the constant issues with Truist. It is depressing. I am tired of the back and forth.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2022, my attorney deposited a check into my account. The funds are in my account but someone has place a hold on my account and will not remove it. I do not have any garnishments nor do I owe the bank. The hold should have been removed on XX/XX/2022. They will not tell me why the hold is placed. Everyone I've spoken to says they don't know why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32780
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to arrest you or take you to jail if you do not pay
Consumer Complaint: In accordance with the Fair Credit Reporting act XXXX XXXX XXXX and Regional Acceptance, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48195
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During 2021 Suntrust placed me on Lender Placed Insurance ( LPI ) because I did not have Flood insurance. I provided proof of coverage as this is my second mortgage and had it through my primary mortgage company. I provided the proof to Suntrust and they waived the fee. Since then they have transitioned to Truist and have been charging me again for LPI since. I've tried calling them almost once a week and showing up at a branch office to no avail. Truist refuses to remove the LPI because they advise it is showing as a fee on the insurance department side. When I ask the billing they say it came as a fee but should be LPI. The two departments do not share system or communicate. Even the notes on my account are segregated which is causing issues. They have advised that since it transitioned from Suntrust they are not responsible in the insurance side to solution the incorrect billing. When I speak to the billing department they advise this is a specific insurance issue. When I try to get them both on the line, they advise they are unable to wait to connect because of a 20 minutes hold company policy. Right now this is impacting my ability to get loans because it looks like I have a XXXX $ payment on a XXXX loan, which is absurd. At this point I don't know what to do. They have changed their entire insurance department and made this entire process very difficult to even speak to an agent so this is my last resort. I have Truist financial institution incorrectly billing me for something they should not and they refuse to remove the charge. Can someone please help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I had a transaction for a mechanic XXXXXXXX XXXX XXXXXXXX for {$1000.00} on my debit card. I reached back out to the merchant the very next day as well as a month later to please look at my car as it sounds horrible and worse in the same area that he fixed. He told me know and that he could not do anything for me for 2-3 weeks and if I could not wait I had to find another mechanic. I was shocked and really upset. But I was told to file a complaint for a dispute with Truist back as it was a service that I got ripped off for. I filed several complaints the XXXX the Division of Consumer Affairs, and a dispute with Truist. I had a hard time from the beginning and I spoke t a supervisor named XXXX who said he would be able to help me, and to send in a copy of the invoice and the receipt and I did just that. It got denied twice as the claims person said I needed a voided receipt and now how can I get a voided receipt if I can not even get the man that owns the shop and who repaired my vehicle to fix the vehicle after a month. The car has a warranty on it and the paperwork to support everything was sent in to Truist claims. I am really disgusted that this claim is not being handled professionally as this could happen to anyone. I expected Truist to be on the customer 's side as this was a clear cut case. But needless to say I have spoken to several people and they all say something different and the supervisor XXXX promised to call me back and never did it was only when I called in and said I was filing a complaint did he get on the phone and try to explain the horrible choice the agent made in handling this claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: A fake check with unauthorized signature was paid by truist bank on XX/XX/2022 for the amount of {$8700.00} to an unknown party from my business account. Also the fake check is missing a digit of the account number in the bottom of the check. A claim has been issued with truist bank and was denied saying that had to be within 60 days from the transaction. This check has a totally different signature from the authorized one. We need to get the bank to refund money and need help on this matter. Truist bank is responsible to pay out check only with signature of owner of the account and legal paper. This was a fake check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I have tried to contact Lightstream ( the lender ) on numerous occasions to ask how much I still owe on the loan I took out several months ago. A recording gives me a phone number to call but the number just rings and rings! So, I re-dial and get a recording that tells me to hang up and try again! This ridiculous situation has been going on for days now and I'm extremely frustrated! Would you please tell them that they must make it easy ( not harder ) to get answers to their clients questions! Thank you very much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95827
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Friday I recieved something in the mail showing XXXX XXXX with my address that nobody is suppose to have except Government Agencies and my job. This person is my biological sisters name. Ive not given out my address to no body I just moved here XX/XX/2022. Yet it shows a card from Truist Bank thanking for my account. So I contacted the fraud department and they stated on the automated system for me to type in my social security card then it prompted me to put in my debit card info which I didnt know because I dont bank with this bank never have. Finally got a fraud specialist on the line and he stated that there was an account open in my name but refuse to give me any more information on it and stated he closed it out. But that wasnt enough because he didnt seem so sure about it when I asked to speak to his supervisor he refused to allow me to. Basically my sister name was linked to my residential address without my consent and this make over 10 times this has happened in the past 3 years. Everywhere I move or even with my XXXX XXXX XXXX her mail starts to come to my address. We have not lived together in decades.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Have banked with SunTrust for yearswhen they merged with BB & T to become Truist we had a few issues here and there but chalked it up to glitches. Have always deposited checks online and never once had an issue or hold no matter amount of checkdeposited one on XXXX of XXXX and they put a hold on until XX/XX/XXXX!!!!! I have deposited several checks from same company for even higher amounts and never once had an issue. This is ridiculous and puts ppl in binds not releasing funds for weeks. We are looking at going elsewhere now
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29621
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX charged me for liability insurance ( {$270.00} ) on a HELOC ( acct # XXXX originated by BB & T bank XXXX now Truist ) that has had a XXXX balance since it was paid in full in XX/XX/XXXX. This is on a property at XXXX XXXX XXXX XXXX, SC XXXX that I sold in XX/XX/XXXX. I dealt with XXXX XXXX XXXX at my local Truist branch in XXXX Fl. After more than two weeks of trying to get the charge removed, paying {$5.00} to close the HELOC and faxing proof to Truist showing that I did in fact sell the property no one has been able to help me. Everyone shunts me to someone else who is also unable to help. On XX/XX/XXXX I filed a complaint with the XXXX XXXX XXXX XXXX complaint # XXXX ). I had a phone call from Truist that same day telling me a XXXX XXXX XXXX ( XXXX ) from Truist would call me with 15 business days. It is now XX/XX/XXXX and I have yet to hear from anyone. I want to close the HELOC since I no longer own the property, I do not want to pay {$270.00} for insurance on a loan against property I no longer own and I do not want this to go against my credit since I have not paid the premium. Please, somebody, help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33541
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A