Date Received: 2022-08-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Credit card fraud. A new card was issued without my knowledge and over {$5000.00} dollars worth of fraudulent charges were made without my consent. I filed a fraud claim with the bank and filed a police report for missing card. The bank came back saying that they concluded that the charges were not fraudulent and I am responsible. I did not make these purchases or authorize them. The way I found out there was another card was someone had made a payment on the card. That payment was rejected as someone did a stop payment on it. I have closed the account but theres still a card issued that I dont have again. According to my online bank its not activated. Please let me know if you are able to assist me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I refinanced my rental property loan with Truist Bank. I already have XXXX loans investment and personal property loans with them. When I refinanced, at that time, they were BB & T, and the first mortgage payment was due in XX/XX/XXXX, by mistake, I put XX/XX/XXXX in the auto payment option. When I knew my payment did not go, I immediately paid the balance, and now you can see that I have regular monthly mortgage payments. I never defaulted on my mortgage payments, If you check my other loan payments, you will see no delayed payment. This company should remove/clear the delayed payment from my records as I have paid the balance and I have been paying the monthly payments. It was a human error that caused the payment delays.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27834
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted Truist XX/XX/2022 prior to payoff of mortgage. ( spoke with XXXX ) Contacted Truist XX/XX/2022 to validate all info was correct to expedite escrow refund check before funding. Customer service rep was to call back to confirm. No response. Contacted Truist XX/XX/2022 sent all proper documents to special loans dept and was told they would reach out to me and confirm. No response. Loan funded and mortgage completely paid on XX/XX/2022 Contacted Truist XX/XX/2022 to check status-I was disconnected Contacted Truist XX/XX/2022 email sent to his supervisor ( spoke with XXXX ) and no response from supervisor Contacted Truist XX/XX/2022. 1st check was sent on XX/XX/XXXX, XXXXnever received. Going to research what happened to 1st escrow refund check and send out 2nd check Contacted Truist XX/XX/2022. Spoke with XXXX. 2nd refund check sent XX/XX/2022 and should take XXXX business days. Contacted Truist XX/XX/2022. 2nd escrow refund check actually sent XX/XX/2022. XXXX makes numerous notes Contacted Truist XX/XX/XXXX, XXXX escrow refund check never received. Will submit another research request for XX/XX/2022 and will contact me via phone call or email confirming result of research-never received call or email from Truist about 2nd escrow refund check Contacted Truist XX/XX/XXXX, XXXXspoke with XXXX. Checking on getting check at local branch. Will send 3rd escrow refund check with tracking number. Will call back with tracking number or have supervisor/mortgage dept email me. Again-no response Contacted Truist XX/XX/XXXX, XXXXspoke with XXXX. Took numerous notes, tried to contact supervisor with no success, filed a complaint, and said a supervisor would contact me within XXXX hours XXXX XXXX, XXXXno response from Truist
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NOW AGAIN I AM BEING SENT THESE LOSS MITIGATION DOCUMENTS. I DID A LOST MITIGATION BACK IN XXXX AND IN XXXX WAS GRANTED ASSISTANCE WITH THE INFORMATION ADDED TO THE APPLICATION AT THAT TIME. AND WAS SENT A MODIFICATION FOR 30 YEARS TO BE ADDED, WITH ADDITIONAL LOANS ADDED. WHEN I REJECTED THAT MODIFICATION WAS SENT ANOTHER LOST MITIGATION PACKAGE WITH THE SAME INFORMATION ADDED TO THE APPLICATION I HAD ON THE XXXX DOCUMENTS, SENT IT OUT TO THEM AND I WAS TOLD THAT I NEEDED THIS AND THAT. MY FORBEARANCE STARTED IN XXXX TO XXXX. I STARTED BACK MAKING MY PAYMENTS IN XXXX.I DID 2 LOST MITIGATION APPLICATIONS SINCE XXXX AND WAS NOT GRANTED THE HELP I NEEDED. INSTEAD OF FINDING A SIMPLE WAY TO SOLVE THIS THEY WANT ME TO DO A MODIFICATION OF {$26000.00} FOR THEY CAN PROFIT DOWN THE YEARS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist has been overcharging me. They increased my escrow back in XX/XX/2022, but my taxes did not increase nor did my insurance. I verified this with the city , county, and insurance company. Truist 's own tax department confirmed that Truist made a mistake and should not be overcharging me. however, Truist continues to overcharge me, and the company completely ignores my calls and emails. Customers are made to wait on hold for 1+ hours each time we call. The " client advocacy '' department never ever picks up the phone or calls back. This is illegal for Truist to increase my escrow and overcharge me. I have already submitted a complaint to the XXXX but they still haven't dealt with the issue. I have also complained to FDIC but they referred me to you. This is not the first issue I've had with Truist. their online system was broken for months and wasn't properly processing my mortgage payments. once again, I couldn't reach anyone by phone, and their online chat function doesn't work. instead of fixing the issue, they kept showing my mortgage as " late '' despite me trying to pay every month online and their system being broken. they are the WORST bank I have ever dealt with. Why are you allowing them to treat customers this way? They are literally stealing my money and getting away with it, and I have no recourse! Truist keeps telling me and the XXXX that they're " working on it '', but nothing ever gets resolved or fixed. there's no point of contact, and no one I speak with has any information on the resolution. i'm so exhausted from spending so many hours on this simple issue they refuse to correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Im a partially XXXX, XXXX challenged, XXXX year-old customer of Truist Financial , and Ive been living on ~ {$800.00} a month in Supplemental Security Income ( SSI ) since XXXX. Im writing to complain about Truists administration of my checking account. On XX/XX/XXXX, I cashed check # XXXX for {$400.00} at the counter in their XXXX XXXX XXXX location in XXXX XXXX For some unexplained reason the check was reprocessed on XX/XX/XXXX, resulting in XXXX XXXX XXXX XXXX overdraft fees of {$36.00} each and an Image Research Fee of {$35.00} to determine that Truist processed the check tincorrectly. Thats {$210.00} that I was charged to me through no fault of my own. On XX/XX/XXXX, {$400.00} was mistakenly deposited in my Truist checking account ( # XXXX ), identified as XXXX XXXX : # XXXX. I dont know who made that deposit, nor was I expecting such a payment, yet it landed in my account. Since XXXX, Truist hasnt mailed printed statements to my home because my banking activity is so low. I can only check my bank activity online and I had no reason to expect a {$400.00} surplus. On XX/XX/XXXX, XXXX days before I was expecting my monthly SSI payment of {$840.00} Truist withdrew {$400.00} from my account, overdrawing my account by {$380.00}. Ive been disappointed with the banks service since BB & T merged with Sun Trust Bank in XXXX and became Truist. If Truist was going to pull {$400.00} out of my account due to a mistaken deposit, I would have preferred to be put on a payment plan. I could afforded {$100.00} per month from XXXX until XXXX but {$400.00} was too much considering that I have to pay {$300.00} in rent each month and other obligations.
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: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist 's website doesn't clearly display pending payments, so it's difficult to determine whether you've paid your mortgage. I accidentally paid mine twice this month because the pending transaction wasn't under " Upcoming Payments '' but rather under " Transfers from External Accounts '' which made me overdrawn on my checking account. This occurred even though I was using Truist to schedule the transaction ( e.g. I didn't use my bank 's Bill Pay option but rather I scheduled the transaction as an ACH directly with Truist itself ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022, I, XXXX, was trying to electronically send {$880.00} to XXXX XXXX XXXX credit card from my Truist Checking account. By a misplacement of decimal point, Truist sent {$88000.00} to XXXX XXXX XXXX. Because I did not have enough to cover the error, only everything I had, I am overdrawn at Truist by over {$32000.00}. After 7 trips to several XXXX offices and countless phone calls, and after 45 days, XXXX sent the money back to Truist on XX/XX/XXXX. However, Truist has lost the money in transition. Being in that amount of debt and unable to pay bills for this long, has destroyed my lifetime of perfect credit. No one at Truist has any Idea what to do. They continue to push me off, day by day. I am reasonably certain that this issue could go unresolved another two months at least, if not forever. Please help, this has ruined my life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We sold our primary residence on XX/XX/XXXX. When the title search was performed on XX/XX/XXXX, it was revealed that a Modification to our HELOC was missed when it was closed on XX/XX/XXXX. We have been looking to get this resolved ever since. In the interest of good faith, we agreed to hold {$50000.00} back from the proceeds in an escrow account until this was resolved. XXXX XXXX XXXX XXXX XXXX XXXX XXXX has been trying to get a Certificate of Satisfaction from Truist since XXXX on our behalf. They have sent faxes, emails, and placed phone calls to just be forwarded to another department and the phone disconnected on multiple occasions. They have not been able to speak with the closing loan department, only with customer-service representatives. My husband and I have also been calling, faxing, and emailing if possible since XXXX. We finally received an incident number. We still would spend XXXX minutes to an hour on the phone convincing a customer service rep to type in the number instead of trying to find our information in the system. We no longer have any accounts with SunTrust or Truist and there doesnt seem to be any information on our closed HELOC. On XX/XX/XXXX, they assured us it was all taken care of. It was not, they did not provide what we were asking for and instead reissued the Certificate of Satisfaction that we already had showing the original deed of trust, which was released at the court, but not the Certificate of Satisfaction for the Modification. We have since received another incident number. Its been over four months since we started, and we're still awaiting resolution.
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: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Getting the loan
Subissue:
Consumer Complaint: I applied for a loan online with lightstream a couple of years ago the process great. Me and my wife completed a joint application two days ago for a loan. We got an email stating to call company to answer a couple more questions. I called company and was ask some general questions about what were going to do with money ( home remodel ) and had we made any major purchases. The representative seemed hesitate while asking questions. I then get a denial letter stating that are income was not enough to cover the loan. I called back to ask about the income and the ratios of our debit and was not given a logical reason for denial. I ask to speak with manager or have loan review by someone else because I felt like we were be discriminating against. XXXX the representative said that she didnt know who could handle that at company and she had be working for 7 years and had never seen discrimination, dismissing my concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A