Date Received: 2022-09-02
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I used a promotional balance transfer check from Truist bank and they didn't pay the check when it came through because they said there was a problem with my signature not matching. I was sent a copy of the check and it was my signature. I called them and they said to go in to the bank to get it straightened out. ( was not my fault ) I went into the bank got everything straightened out and they told me to resubmit the check. I resubmitted the check a second time to XXXX XXXX and again Truist did not pay it so I was charged a 2nd bounced check fee. I had the bank manager look into it and he made several calls on my behalf and finally they are telling him it's not being honored because the promotion is over. Originally when I first deposited it was within the timing of the promotion and they said the reason was a problem with the signature. They keep changing the reason and have cost me {$40.00} in bounced check fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Starting XX/XX/2022, I deposited my payroll checks as usual which I been doing for past few years with the same bank from same employer, Truist started to hold my checks for no valid reason. Lets say for the sake of argument they want to hold the check until they collect the funds? Or if I had bounced checks in the past? Which make sense, and even if they want to argue that they want to make sure the check clears and then release the funds then still it doesnt satisfy the fact they hold the check about for over 10 days? I have proves that check clear the employer bank the next day but Truist illegally holding the money for over 10 days? This just does not justify there holding. The checks I am depositing are my payroll checks and never ever they got bounced, I was SunTrust customer before the merger and this never ever happened to me before, not even once. This only started to happen after the merger and no one not even at the branch willing to help? Who ever you talk to say they cant do anything? Who suppose to help me? Who suppose to figure out at least whats going on?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2022-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX of 2022 I sold a property. The property had a Truist home equity loan. They initially lost the payoff from the title company that closed the property. The XXXX envelope was signed for by a Truist employee. About a month later, they admitted that they lost the check and asked the title company to issue a new check. The account should have been closed since the property had been sold. However, they subsequently force placed insurance and charged me for that insurance. They withdrew the money from an account at another bank even though I had deleted all payment information prior to selling the property. Every person at Truist told me that was not possible since I had deleted all payment information. Yet, they still found a way to steal the money from my other account. In XXXX, I was told it was all taken care of and the insurance had been canceled. But now, Truist has sent me another letter threatening me with forced placement of insurance yet again. No one at Truist is smart enough to figure out why they keep buying me insurance for a property I do not own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist Bank has been servicing my loan for over a year. I make my regular XXXX monthly payments via their website using an ACH payment transaction. During my payment website session on XX/XX/2022, the site/system erroneously made a double payment ( XXXX X XXXX for a total of XXXX ) putting my associated checking account at risk of overdraft. I became aware of this the following day when I received two separate email notifications for two payment transactions. There should have only been one. I immediately called Truist to have them reverse the duplicate ACH transaction as the ACH originator. They said they could not. They said I needed to contact my bank to reject the second payment. From what I understand now about ACH transactions their response was incorrect. Truist should have been capable as the ACH originator to cancel/request return of the payment, but they chose not to. I contacted XXXX who was very responsive on submitting an ACH Return request as the receiving party. This was done as an electronic payment dispute complaint. I never received any communication from Truist regarding the ACH reversal or any updates in my online account information. As of XX/XX/XXXX the issue still had not been resolved on Truist 's end and my XXXX payment was due soon. I attempted to make an online payment via my account on the Truist site on XX/XX/XXXX. However the next day I received an email saying the payment was returned. I called the bank and they said the payment was refused by XXXX, but when I called XXXX Bank they said it was not and it showed the money as coming out of my account. I called back Truist and they suggested trying a different payment method such as paying by check over the phone. So I did this and that payment attempt also was also rejected by Truist bank on XX/XX/XXXX. I spent another 2hrs on the phone today, XX/XX/XXXX, trying to resolve the issue with Truist XXXX They can not tell me why the payment was rejected. They can not make a payment successfully using my bank account and I will be overdue on my payment as of XX/XX/XXXX or XX/XX/XXXX depending on whether or not my account dashboard is correct ( according to it the payment was credited, at least for now ). XXXX indicated to me today that they show funds going out of my account to Truist. Also my account dashboard on Truist shows my payments are up to date. This situation is not only threatening my mortgage status and taking me away from billable contract work. It is also making it impossible to keep my checking account records balanced and correct, threatening to put me into an overdraft situation due. Here is a timeline synopsis ; XX/XX/XXXX - Submitted payment for XXXX mortgage payment ( XXXX ) due via my account on Truist website. XX/XX/XXXX- recieve 2 notifictions from Truist via email confirmation that 2, not 1, payment ( s ) for the same amount have been submitted. These have been recorded as my XXXX and XXXX regular payments accordingly in my Truist account online dashboard. XX/XX/XXXX - Call Truist Bank customer support to report problem and seek resolution via them returning the improper second/duplicate payment of XXXX. They say they have no way to do that and I must request the return via my bank, XXXX, even though they are the ACH orginator. XX/XX/XXXX - Call XXXX who is puzzled why Truist refuses to fix the problem from their end and begins a dispute so my account can be credited XXXX and protected from overdraft. Between XX/XX/XXXX and XX/XX/XXXX there is no communication from Truist Bank ... My dashboard still indicates the XXXX payment was already paid. XX/XX/XXXX - Submitted ACH payment for regular XXXX mortgage installment of XXXX due, via my account on Truist website. XX/XX/XXXX - Recieve email from Truist stating my payment was returned. Call Truist and spend over an hour again talking to customer support and a supervisor to rectify the issue. They can not find, or do not have access to, specifics on the transaction and why it was returned. Suggest I try again or check with XXXX Bank. XX/XX/XXXX - Call Truist Bank payment assistance to make a payment via check for XXXX over the phone as an alternative until we sort out issues so I'm not late with XXXX installment. XX/XX/XXXX - Recieve yet another notice via email from Truist Bank that my recent XXXX payment attempt via check over phone has been returned. Again call Truist Bank and XXXX at the same time on two different phone lines to try and resolve the problem. XXXX confirms again that the first payment shows as successful but have only a pending status for the second payment ( yet another double payment in progress??? ) They double-check everything on their end and see no issues other than they are waiting for the Truist side to validate the transaction for the second payment. Truist Bank has no idea what is going on, can not see anything around the ACH transaction, and suggests they remove my bank account from my online account and then re-add and pay again. This would now make 3 payments they can't track and I thereby refused. I tell them the fact they can't track transactions and their actual status is a major problem and I will not submit any more payments until they can articulate exactly what is going on. No response. So I told them I will be forced to report these issues to proper authorities for investigation and resolution since they can't seem to figure it out on their end and their only solution is to keep sending them money again and again and again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: A few weeks ago I had an notification email from XXXX saying there was a change to my credit file. I went on there site and found out there was a new account added that I did not apply for. It was from Truist Bank saying I had applied and been approved for a credit card with a {$9000.00} limit. At that time there was a XXXX balance on that account. I immediately disputed that account with them and contacted the bank. I filed a report with them and I asked if that card would be blocked to keep from getting any charges. I was told only that the report would be turned over to the correct department and I would be getting a letter from them also that my SSN had been jeopardized. I have never received anything from this bank. A few days later I was once again notified of a credit change. I went to XXXX website and right away noticed my credit score had dropped by XXXX points and there was an increase in my credit balance. I looked and the individual that got that card had charged over {$1900.00}. I contacted the XXXX and they contacted them and they sent me notification they contacted Truist Bank and that concluded there part. I was notified today that XXXX concluded the dispute and shows supposedly that the information from Truist Bank was correct. I also contacted XXXX today with identity theft concerns and was advised to file a report with the FTC.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 650XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: TRUIST bank ( formally Suntrust account ) allowed someone to cash a check made out to me and cashed it against my checking account and the check was returned to them by the maker of the check and therefore they took {$2800.00} from my account. When I received the notice dated XX/XX/2022 on XX/XX/2022 I immediately called the FRAUD department that evening and told them that I have no idea who the company is and that I did not cash any such check against my account, have never seen the check before nor had it ever been in my possession. They advised me to go to my local branch and fill out the proper paperwork. On XX/XX/2022 I went over to where I do my banking and dealt with XXXX XXXX, the Branch Leader and we proceeded to complete the documents, including an Affidavit of Fraud, signed and notarized, that she said was needed to get an investigation started. The Case # given was XXXX and said that they would contact me in 2 days. On XX/XX/2022 I went into the bank again and advised XXXX XXXX that I had not heard anything, and she called the fraud department again, and again they said that Supervisor would be in touch by XX/XX/2022. No one ever called but I received a letter that stated my claim was denied and that if applicable, evidence would be provided. Since that letter, we have continued to try to reach someone at the fraud department and request this so-called evidence that they have that is causing my case to be closed. I did not, have not and never did receive any funds from this check nor did anyone I know receive any funds from this fraudulent activity against me. It is now XX/XX/2022, and XXXX XXXX has not been able to assist me to get my money back and no one has contacted me. I called today XX/XX/2022 and spoke to XXXX in the fraud department again to get the evidence that determined their findings as well as XXXX XXXX filing a complaint and she stated that she would, once again, get a supervisor to call me by XX/XX/2022.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33487
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Notice of Right to Rescission NOTICE TO AGENT IS NOTICE TO PRINCIPAL AND NOTICE TO PRINCIPAL IS NOTICE TO AGENT Re : Acct # XXXX Pursuant to 12 CFR 1026.15, I XXXX XXXX, consumer of the consumer credit transaction in reference am exercising my right of rescission. I have never been given the required Notice of Right to Rescind in regards to this transaction. If the required notice and material disclosures are not delivered, the right to rescind shall expire 3 years after the occurrence giving rise to the right of rescission. By federal law, Regional Acceptance Corporation is required to provide two copies of the notice of the right to rescind to each consumer entitled to rescind ( one copy to each if the notice is delivered in electronic form in accordance with the consumer consent and other applicable provisions of the E-Sign Act ). The notice shall identify the transaction and clearly and conspicuously disclose the following : ( 1 ) The retention or acquisition of a security interest in the consumer 's principal dwelling. ( 2 ) The consumer 's right to rescind, as described in paragraph ( a ) ( 1 ) of this section. ( 3 ) How to exercise the right to rescind, with a form for that purpose, designating the address of the creditor 's place of business. ( 4 ) The effects of rescission, as described in paragraph ( d ) of this section. ( 5 ) The date the rescission period expires.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: The company has not sent the $ {$20.00} XXXX XXXX XXXX from the CFPB Complaint below nor sent confirmation of closing all of my accounts. I consider these complaints as written instructions to close all accounts with Truist. XXXX COMPANY INFORMATION Truist Bank ACCOUNT NUMBER XXXX XXXX XXXX XXXX {$20.00} Funds should to be sent to ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32751
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Starting XX/XX/2022, I started receiving Overdraft notices from Truist Bank. I called them numerous times explaining that I did not open this account. I continue to received the overdraft notices. Early XX/XX/2022, I received a consolidated statement from Truist Bank. Showing two different checking accounts. Again I called them, and explained that I did not open this account. The statement shows one account with {$4.00} and the other account with {$1200.00}. I have also received three different Debit cards from them, of which, I have not activated. I would like this bank to understand, I did not open these accounts and to have my name removed from them. Apparently they were opened by a fraud thief.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2022 my wallet was stolen, which included my social security card. On XX/XX/2022 SUNTRUST DBA LIGHTSTREAM ( Bank ) ran my credit even after I had a fraud alert put on my account and I received no notice of this credit check. It is not showing as a hard inquiry on my credit report. I am attempting to contact them with no luck so far. This hard inquiry is fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A