Date Received: 2022-08-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I deposited a check from my employer for {$870.00}. Which deposited into my account that night but on XX/XX/2022 it was listed as Exceptions/Administrative Hold for the check amount of {$870.00}. On XX/XX/2022 I called the bank and was advised this would take ten days to clear and they would give no specific reason as to why it was on hold and that its just the way the system works with these kind of checks even though I had submitted multiple paychecks from this employer before this incident.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33328
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: During XXXX of XXXX - I typed my password in incorrectly to my online Truist Account to log into my account and locked myself out. I called multiple times ( maybe 5 times ) to try and get someone to reset my password and sat on hold for XXXX minutes to XXXX hour each time over XXXX and XXXX as I attempted to try and talk to someone at their customer service center and never got through to someone to reset my password. Everything is automated and to get someone on the phone to fix my issue felt impossible. I have job and family commitments, and spent hours trying to resolve this issue and never could. It became such a headache to fix that I just gave up trying. During this time I had two accounts at Truist, a checking account and a saving account, both of which were good accounts in good standing for 20+ years. I take pride in making sure i make payments on time and owe no one any money. During this time, my paychecks were deposited into my checking account and i would call monthly to get the balance in my account from their automated system to make sure that I had enough money to pay my credit card bill, which there was always a XXXX XXXXXXXX dollar in the checking account so I never really was overly concerned about any issues with my account, other than I need to be able to review transactions to make sure items were correctly clearing my account. Regarding my saving account, it was a true savings account that had almost no activity. I tried to close the saving the account when the bank was BB & T, as I got hit with a few maintenance fees at one point because they changed their minum balance requirements on it ( which I guess was alerted by a mail flyer ) and when I went to the branch to close it at some point in the past few years, I was told that the account was opened in another state, and they required a significant amount of info and back-up data ( which I dont remember what all they required ) to close the account, which I didn't have, so I just left it open and never worried about it because it was just a saving account with little to no activity and there was money in it to cover. Finally, in XXXX of XXXX was able to get time off of work to go to a branch and sit down to have my account unlocked and I was finally able to log into my account again. I was informed that my savings account was closed and in collections. I asked at that time for the details on the account so I could figure out what happened the representative at the branch told me they could not give me the information as the Savings account had been charged off. I requested them to research my statements and email it to me when they could locate it. Since that time, I have not received the email with the details about my account. I received a letter in the mail today XX/XX/XXXX and looked on my checking account today online and saw a charge to my checking account for {$480.00} on XX/XX/XXXX as a recovery, which also took my account below a {$500.00} threshold and now i am getting {$10.00} Maintenance fee for being below that threshold. I tried to investigate what it was and I was passed around for over an hour on the customer service line, having to reexplain my situation over and over again. Finally, I was to talk to someone who also told me the same answer I have been consistently given that they could not find my account statements because the account was charged off. After pleading my case, finally one representative actually tried to help, and worked with her manager to get the statements. She verbally told me that a significant amount of issue was due to maintenance fees, service fees, and overdraft fees. She said that there was a XXXX transaction for {$100.00} that hit my saving account in XXXX that she said took the account negative. I don't even know how much was in the account to begin with because I can't find any statements online because the account is no longer on my online profile. I asked her to email me the statements which she said she could not but we would check with her manager and have them email me the statements, which I suspect they will charge research fee for as well ( which I told them if I had to pay a research fee to get them I would ), as they closed the account where I should have been able to get them electronically. I still don't have the statement yet. This representative was also told me that I was charged roughly {$300.00} in XXXX from my checking account as well, ( which I didn't realize as I was locked out of my account trying to work with customer service remedy that issue ). To further complicate my issue, that they had the wrong phone number in the system for me as it was a number to my work office, which I moved department and that line was disconnected in XXXX of XXXX. So I have no idea if they called or not, to let alert me of the issue. My local branch never answers the phone when I called and when straight to another automated system, stating that everyone is busy with another customer. An even the day that was able to get my online account unlocked, the customer service at branch was very poor and really unwilling to take any time and help me Stating she was just filling in at this branch for the day. Ultimately, I don't know how much money was taken off of my savings account before it was charged off, and also the fees that are hitting my checking account I believe are excessive. The customer support line and branches were both unavailable to help me which just kept adding to the issue. The representative also said that we were turned into check systems and it also may have been report to the credit bureau. The whole situation is just sad and not right. My mother worked for BB & T for years which is when the account were opened. My husband also works in the banking industry, so I understand banking and that sometimes when you mess something up that fees are charged. But not helping customer and making it so hard to fix a problem and the fact the bank is benefiting from poor customer service is just wrong. I know BB & T became, Truist, and they got so big that they can't help their customers with issues. It is a sad system as they have my money and I can't do anything to get it back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 154XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I went to the truist bank mid XX/XX/2022 to let them know that my sister 's wallet may have been taken out out the hospital. I ask them to freeze the account, then asked me to get a police report, i done that. She passed away XX/XX/2022. Truist never frozen the account so XXXX, XXXX was taken from her account After DEATH. I am the P.O.A, Beneficiary of the account and the estate of the Deceased. After funeral services I took them all documents what they ask for was death Certificate and P.O.A information. In mid XXXX of XX/XX/XXXX. I received information that I was only getting XXXX XXXX back and the other XXXX XXXX was going to be Disputed. Now truist is say the account is block. They are looking at the account because staff didn't handle properly and it only XXXX in the account now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21244
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I chose closing an account because no other option fits my complaint. I my complaint is regarding a branch manager refusal to allow signers to be removed from an account when the owner and the signers were both present. Truist answered complaint XXXX with a non-answer and untruths. All three people were present to remove signers ( please check your cameras from XX/XX/2022 between XXXX and possibly XXXX. Myself and XXXX XXXX came in first with XXXX XXXX XXXX arriving a few minutes later. Because XXXX XXXX did not acknowledge responsibility and negligence of branch manager, he also did not offer a resolution. See attached letter from bank,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I opened a Checking and Savings Account online with Truist. Later that day I funded the accounts ( in excess of {$40000.00} ) by making deposits at my local branch with XXXX 's Checks from my previous bank. On XX/XX/2022 I visited the branch because I had not received my debit card and I needed to make a withdrawal. I was told that my account had been closed and that I was unable to withdraw my funds. After several hours at the branch I was told to leave and that I would be called with and explanation an when I could have my funds returned to me. On XX/XX/2022, I received a call from Truist and was told that I could come pick up my funds on XX/XX/2022. On XX/XX/2022 I went to the branch to pick up my funds but I was again sent away and told that I would not be able to receive any of my funds and again I was told that they didn't know when they could reopen the account long enough to withdraw my money. I have been denied access to my money with no explanation and no definitive answer of when I will get my funds. I need your help. I have no other funds available to me and do not know what else I can do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XXXXXXXX XXXX my car insurance company issued a check for {$18000.00} because it was totaled XXXX XXXX regional acceptance has been asking me to make a payment for XXXX which is only {$430.00} and I keep trying to contact their gap insurance people who do not call back about the gap insurance they forced me to get to get their loan and now they're telling me I'm responsible for the rest of the car payments I have to go to work Monday and I'm not going to be able to buy a car because of this shenanigans and I keep calling me and calling me like even if I did all the rest of the money how would I owe {$400.00} after XXXX of it was paid 4 days before the payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48066
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: XXXX XXXX FRAUD OF DEALERSHIP XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX, I emailed the dealership to inquire about a XXXX XXXX XXXX XXXXd with XXXX Agent XXXX that I located on Buicks website, Stock # XXXX. He texted me the vehicles price, including the sales price with taxes and all, totaling {$34000.00}. I paid a {$500.00} deposit via telephone on XX/XX/XXXX via credit card to hold the vehicle for purchase on XX/XX/XXXX. XXXX was completed with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). My bank sent me a check for {$34000.00} via XXXX with a sealed envelope for the dealership to complete on XX/XX/XXXX, as I had XXXX days to find a vehicle of my choosing. I met with XXXX XXXX, XXXX XXXX, to sign the XXXX the XXXX. Upon Signing, I informed XXXX XXXX that the sales numbers were different from what the sales agent texted me. XXXX XXXX advised that she would correct the contract as the MSRP was more than the advertised price shown and sent via text by the sales agent. I paid the dealership an additional payment of {$37000.00} via credit card. On XX/XX/XXXX, XXXX XXXX called me to inform me that I owed a balance of {$390.00}, of which I was not aware. On XX/XX/XXXX, I received a call from my bank, XXXX XXXX XXXX XXXX XXXX XXXX an issue with the Purchase Order and the check amount that XXXX XXXX completed XXXX I told XXXX XXXX that I did not sign the check, and XXXX XXXX stated that she would have me sign a corrected Purchase Order after she contacted the dealership. I sent XXXX XXXX correspondence from the sales agent sent to me via text messages, including the sales numbers and my receipts of payments per her request. As I was waiting to sign the corrected Purchase Order with my bank via XXXX XXXX, XXXX XXXX submitted a new purchase order to the title clerk, XXXX, unbeknownst to me. The new Purchase order included a forged signature and forged /altered executed POA per XXXX XXXX XXXX on XX/XX/XXXX that I did not authorize, nor did I complete. A police report was filed with XXXX XXXX XXXX XXXX ; however, they too need to be investigated for XXXX XXXX in their attempt to cover up the fraudulent business practice of the dealership ( Major Fraud Unit ). A police report was also initiated with XXXX Police Department and The Federal Trade Commission ( FTC ) for identity theft and forgery. I have contacted the IRS regarding the documents XXXX XXXX submitted To the Georgia XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. On the XXXX Form Limited Power of Attorney that was not NOTARIZED In my presence, it states. It is a felon for any person to willfully enter false information on this form. Therefore, per her email, if this was the Limited Power of Attorney she referenced, it has nothing to do with forging or altering a sales contract. ACKNOWLEDGMENT OF NOTARY was not Notarized in my presence as the documents I received when I exited the dealership. Moreover, on the XXXX form, XXXX XXXX indicated XXXX the financing deal was a Directly Financed Dealer Sale, which is utterly false as my credit union has no affiliation with the dealership. Furthermore, I have filed a complaint with the Department of Justice for the XXXX XXXX and XXXX XXXX for XXXX XXXX XXXX XXXX XXXX of the altered contract as XXXX XXXX gained an additional commission for the modified contract, she submitted my bank. After multiple requests for nearly XXXX XXXX months from the dealership that will NOT PROVIDE ME A COPY OF THE REQUESTED DOCUMENTS SUBMITTED ON MY BEHALF. On XX/XX/XXXX, the XXXX XXXXXXXX XXXX received a letter from XXXX XXXX. They could not address my concerns as they were not privileged to any agreements between me and the dealership as they did NOT fianc the deal, nor did I ever apply for a loan with XXXX XXXX. I spoke with XXXX at the XXXX XXXX Department as of XX/XX/XXXX, and XXXX advised that his office does not handle issues of theft or fraud and to contact the police Department, which I have done. I have obtained new identification due to the forgery/fraud and aggravated identify theft for the submission of documents submitted to various entities allegedly on my behalf. I am seeing Criminal Prosecution of the matter as I have filed complaints with the FTC, XXXX XXXX XXXX XXXX XXXX, XXXX Police Department, CFPB, Department of Justice for XXXX XXXX XXXX Office of the Comptrollers Office and FDIC for XXXX XXXX XXXX. Suntrust Bank Acct # XXXX Vin # XXXX Sales Contract # XXXX Sales Stock # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: Established XXXX account at Suntrust ( now Truist ). Sent check to beneficiary in XXXX for {$95000.00}. Beneficiary received the check, endorsed it and deposited this check into his account. Check cleared Suntrust on the XXXX XXXX XXXX, but the funds were never deposited into beneficiaries Scottish bank account. I, as Trustee, contacted Truist to try and find out to which account the money was deposited into after it left the trust account. My fist contact with Truist was in XXXX of XXXX at the branch level. This was no help, but they did give me the XXXX phone number for Truist. I called it in late XXXX and must have spent hours on the phone trying to get someone to listen to me. I was told by a number of these different people I should put a " STOP PAYMENT '' on this check, since Suntrust had paid the check I informed them how could I. After months of trying I finally I spoke to XXXX XXXX, she understood what I was asking and said she would try and help solve this situation. She called me today ( XX/XX/XXXX ) and informed me that Truist policy was that once the money left the trust account legally there was nothing that they would do about it, Truist was not legally bound to inform me of to which account they had sent the money to. It is a simple question I ask -- what account did the money go to after it left the XXXX account, as it wasn't deposited to the beneficiaries account. The Suntrust trust account number is XXXX, the routing number is XXXX, the EIN to which the account was set up is XXXX, the account was opened at the branch in XXXX XXXX, Florida around XXXX XXXX. There are two Trustee 's on this account, I am one of them, my name is XXXX XXXX. I can be reached at either XXXX or by cell phone at XXXX - XXXX - XXXX. I also sent a certified letter to the CEO of Truist on the XXXX of XXXX, explaining the dilemma of trying to solve this question " To which account did the money go to after Suntrust ''?
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: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XXXX of XXXX I was behind on my car payment, the company reached out advising I owed {$900.00} to include some NSF fees. They advised I didn't have to pay the late fees and that it would not affect my " late '' status. I paid {$450.00} and then another {$220.00} and requested a detailed statement history to include payments since I believed I had already paid the NSF fees. Fast forward to today, it is now XX/XX/XXXX - I have refused payment until I receive the paperwork needed to confirm I have not been double billed, over charged, XXXX and I have still not received it. They are now saying I owe {$1200.00} ( my car payment is only {$320.00} ) Please make it make sense, I owe {$900.00}, pay {$670.00} which would leave {$220.00}, plus {$320.00} for XXXX and {$320.00} for XXXX which only totals up to be {$870.00} - I am not getting ANY answers, and I feel like they are HIDING something because they are refusing to provide me with documentation to review. There is XXXX way possible to confirm anything, and all the months I'm having issues with the statements are NOT available on the online portal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31410
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Getting the loan
Subissue:
Consumer Complaint: I'm currently working with a solar rooftop installer that is offering financing by service finance company LLC. The solar installer is saying that if I would like to have financing through this company, that they have to add on 26 % of the total cost of the system as an upfront fee. This is a fee that the service finance company LLC retains, and not the dealer fee, although it is called a " dealer fee ''. I confirmed this through many different solar installers that utilized this finance company. I called the company directly to ask for the APR and they said they do not have one. Normally when I eat apply for or inquire about any loan, the federal government requires the percentage rate be listed, as well as the APR which is the percentage rate plus any fees or charges in relation to the loan. This federal requirement is so that the consumer will know exactly what they are spending on debt service. Service finance company LLC refused to provide the APR, and instead, they stated that their APR was the interest rate. This meant that they were saying that the interest rate was 1.99 %, and that the APR interest rate was also 1.99 % for a 25 year loan. Mathematically this can not be possible when they are charging a 26 % upfront fee, again called the dealer fee. I am asking the Consumer Financial Protection Bureau investigate this company for illegal practices I am asking the consumer finance protection Bureau to please investigate this company for illegal practices. They are not living up to the spirit or letter of the law and are blatantly lying to the consumer. I am not disclosing the rooftop solar installation company that I'm working with as I do not want them to be negatively affected by this complaint. When I talked with the service finance company LLC, their managerial representation was very angry that I was even asking these questions and seemed shady.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89130
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A