Date Received: 2022-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage loan was paid off in XXXX of XXXX. On XX/XX/XXXX our mortgage statement indicated our escrow balance had been mailed to us. On XX/XX/XXXX we still had not received our check so we contacted Truist Bank. We were told a request would be put in to stop payment on the check and a new check would be issued and to call back on XX/XX/XXXX to check the status of the re-issued check. On XX/XX/XXXX we contacted Truist only to find out the request had not been made. A new request was made and we were told the check had been re-issued and would be mailed on XX/XX/XXXX. On XX/XX/XXXX we contacted Truist to check the status once again and were told yet again the check had not been mailed but would be reissued. We requested the check be wired to our bank and gave our bank name, routing # and account # and were advised a manager would return our call with an update. On XX/XX/XXXX, after no return call from a manager, we contacted Truist once again. We were told the same thing ... the check was being reissued. The check could not be wired to an " outside '' bank - only to another account with Truist. How a bank can not wire funds to another bank makes no sense at all to us. It's a bank. Banks wire funds all the time! On XX/XX/XXXX we contacted Truist once again only to be told the same thing - the check is being reissued. Once again, we requested our funds be wired or sent via overnight. We were advised the funds could not be wired or sent via overnight - only by mail. In addition, our loan was overpaid but because there was a shortage in our escrow account, Truist kept over {$700.00}. Who got that money if our loan and escrow account were closed? There was no money to be paid out of our escrow account. Taxes were not paid from the escrow as they were pro rated at our closing. Insurance had already been paid and premium was reimbursed to us when the policy was canceled. This money should not have been kept by Truist. It should have also been returned to us. This has been going on for several months and we still have not received our money from Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I recently received a late payment notice from Truist Bank for my car loan. The payments are automatically sent from my online bill pay ( also with Truist ). I keep plenty of money in the account and have the payment sent to arrive by the XXXX of the month. The payments are not due until the XXXX of the month. As such, the payment should not have been late. I contacted Truist and explained the situation. They looked into it and advised me to stop payment on the check and pay via direct transfer. I did so. Later, they did try to deposit that check and since it had been stopped, they charged me a check return fee. The next month, I visited the branch on the XXXX because I was worried about the situation. They told me that the payment hadnt been receive for that month either. I know it had been sent from my bill pay to arrive by the XXXX. I talked with the branch manager, and was told that they are three weeks late posting payments when the check is sent from a Truist checking account to the Truist loan department. I believe this is an unfair banking practice as I am being charged late fees as well as stop payment fees. It is my understanding that financial institutions are required to post any deposits or payments within a reasonable period of time. I dont feel like three weeks is a reasonable period of time. Im concerned about the late fees and Im also concerned that this may adversely impact my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist incorrectly calculated the amount needed for escrow before closing. When the issue was raised they were estimating property taxes to be greater than 50 % of what should be expected -- they told us we had to wait until the tax bill came due a full year later. A year later, Truist finally processed 2/3rds of the escrow refund owed ( more on this later ). The check never arrived. Since XX/XX/XXXX we have been trying to get the check reprocessed. In that time, we have been told it has been expedited. We were also told one week that it was processed and sent via XXXX 2 day. None of this is true. As of today, XX/XX/XXXX, the issue is still 'in the hands of Research. ' Every attempt to escalate is answered with, 'we have escalated this. Check back in 24-48 hours. ' While this was going on, Truist still was wildly over-estimated taxes and was increasing our mortgage payment starting in XXXX. Even though XXXX XXXX had the correct information for XXXX available. After intervening and requesting an update to XXXX by providing the tax bill, Truist processed yet another refund. Not XXXX 2 Day, but XXXX, yet again. We are still waiting to see if this check shows up. Long story short, Truist has erroneously withheld amounts totaling, over a year to, {$10000.00} from us. The representatives we work with provide incorrect or conflicting information. We have been trying to resolve this issue since XX/XX/XXXX to no avail. What's even more frustrating, we knew the overage would be insane XX/XX/XXXX -- and Truist did nothing to prevent this from happening ahead of closing. We were told to wait for a refund. If I owed Truist XXXX XXXX, lump sum ... how do you think they'd enforce collection? Surely wouldn't accept 'wait 24-48 hours and check back '
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33558
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have an account with XXXX XXXXXXXX XXXX and I have been unhappy with them as I have been hacked 3 times in the last six months. I received a check from my 401K distribution fund for {$2000.00} and I have never used a mobile app in my life but someone told me I could check to see how long it would take to clear and when I scanned it through my XXXX XXXX XXXX XXXXXXXX XXXX the notification said 10 days and I could not wait that long. My daughter lives here in Florida and uses Truist ( Suntrust ) and told me to go there so I did and they deposited and released {$100.00} to me because I was flat broke. I only learned about 5 days later that the check that I scanned with the XXXX XXXX was an actual deposit. I went straight down to Truist and profusely apologized for my terrible error. The branch manager seemed to have been very angry and vindictive about what happened and put a six month block/hold on the check. I have provided proof that XXXX XXXXXXXX XXXX did not cash the check and have spoken to their fraud department and also provided the same proof. XXXX XXXX XXXX my 401K holder has given the reference # for the check clearance to Truist it cleared on the XXXX of XXXX. The branch manager at Truist located at XXXX XXXX XXXX, XXXX XXXX, FL XXXX his name is XXXX refuses to release the hold and I do not know his last name but they are refusing to call me back or work with me at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33433
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I am requesting an Official copy of my transcripts digital or otherwise. I have requested repayment options I can work into what money I dont have. I was made aware of a private loan I was not aware of. I was under impression all my debt was already consolidated. I feel scammed this college had commercials come in & will get you going no money to start. I feel like I was handed my text books and I thought I was signing for my books and I'm signing into student debt. And I need my transcripts to get my degree so I may pay off my debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32807
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 5 U.S. Code 6802 - Obligations with respect to disclosures of personal information Sheffield Financial, it has come to my attention that you illegally reported my information to unaffiliated 3rd parties without giving me my disclosures. Pursuant 15 USC 6802 you are required by law to give me 3 disclosures I have checked all documents from your institution given to me and none of these documents contained any of the required disclosures pursuant 15 USC 6802 ( b ). ( b ) OPT OUT ( 1 ) IN GENERAL A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party. ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information is not disclosed to such third party; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63121
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Trouble using your card
Subissue: Account sold or transferred to another company
Consumer Complaint: My personal credit card with BB & T was either sold or transferred to Truist bank. Despite numerous emails and letters in the mail notifying me that I would be receiving a new " Truist '' replacement card in the mail, that never happened, I never received one. Starting months ago, I began calling, requesting that card, on more than one occasion I was notified that the card would ship within " 7-10 business days. '' However again, that never happened. Today, again for the fourth time, I contacted Truist. This time I was told that my account would be closed and no card would be issued to me because of a " past delinquency. '' There has been no past delinquency. I have never been delinquent on this or any other account. When I pressed the representative further, and asked, " when was this delinquency? '' She told me, " well we look at non-use as delinquent. '' This of course was very surprising to me in several ways. I haven't been able to use my account because they have never sent me a card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: All of this is regarding a XXXX XXXX of XXXX issued by SunTrust. On XX/XX/XXXX, I attempted to mobile deposit the check into my XXXX XXXX checking account. On XX/XX/XXXX, I was informed by XXXX that SunTrust had rejected the deposit. I contacted XXXX XXXX to ensure that there was no hold on the funds, then, on XX/XX/XXXX I attempted to mobile deposit the check into my SunTrust checking account. Again, XX/XX/XXXX, the deposit was reversed by SunTrust. I contacted SunTrust on XX/XX/XXXX and opened case XXXX for research as to why the deposit was reversed. On XX/XX/XXXX, I contacted SunTrust as to the results of the research and I was informed that the only thing they found was that " they thought '' that I entered the wrong amount when doing the mobile deposit. On XX/XX/XXXX, I physically deposited the check into my SunTrust checking account at a SunTrust branch in XXXX, XXXX Again on XX/XX/XXXX, I saw that the deposit was reversed. At this point, I still do not have the funds and, as I deposited the check at the local branch, I do not have the physical check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I got a bank statement in the mail from a truist bank. I never made an account with that bank. I looked at the bank statement and it had a name I did not recognize. I went to the bank and they was asking me questions and I couldn't identify any transitions on the account I told them my information and it was all on the account. Then the teller told me i need to talk to a banker so the gentlemen look into it more and seen an email that is another name. He gave me a number to report a fraud on the account so I did. they lady I was talking to gave me directions to call the three credit bureau and see if I can do a police report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Received text from XXXX stating Truist_ALERT : We cancelled an unusual charge, visit XXXX : XXXX to verify. I did not click the link I called Truist and they stated if something is wrong with my account they will send it from a XXXX digit number. I am just reporting the fraud so other Truist members arent in the same situation and make the wrong decision and click the link.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A