Date Received: 2022-08-02
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: We filed a fraud case in 2018, for two checks that were stolen from the post office. The amounts were altered from {$420.00} and {$690.00} to {$5000.00} each. The thieves presented the checks to two other banks. A total of {$10000.00} was taken from the church account and to this day we have not been made whole. The thieves have pleaded guilty and been sentenced, according to the Justice Department. We have gone to the bank, a number of times. They continue to tell us to call fraud support. This has been a never ending nightmare. The fraud department has not helped us at all. We have called and emailed. We end up talking with a different person, who tells us someone will contact us. We are at a lost for words and our money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2022. I purchased a new vehicle through XXXX XXXX XXXX XXXX. As part of this sales transaction, I took out a new auto loan with Truist Bank. The loan application, qualification, and sales transaction was all handled together by XXXX XXXX XXXX XXXX. It was verified at at the time of the sales transaction and has been verified since then that information and documents were completed correctly. Once the loan account was set up and I was able to log into online banking to pay more loan, it came to my attention that Truist bank had erroneously set up two separate loan accounts for the same car. There should only be one loan account. Both loan accounts are for the exact same amount and for the single vehicle. The bank has confirmed that this is the case. However- they have been very difficult to work with to resolve this issue and cancel the duplicate loan account and thus far has forced me to pay for both accounts, when I should only have one loan. The dealership has gotten involved and is trying to assist as well - but the bank is uncooperative. The XXXX Notice contact information on the sales contract for the bank, when dialed - nobody answers. It just keeps ringing and then hangs up. I've called their loan services number XXXX times in the last XXXX days - and nobody has been able to help me. The average call has been XXXX to an hour and then they hang up on me while I am on hold. They are unable to get me to the right person to address this issue ( or unwilling ). I'd like to file a complaint and also ask for assistance in helping to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: Sunday XX/XX/2022, at about XXXX I was depositing {$800.00} into my truist account at the Truist ATM. In the process of me transferring money into my Account the ATM shuts off completely after i deposited my {$800.00} cash. No receipt or any pending money on my account. The branch said they cant do anything for me and said its out of there hands. They said I had to call corporate and file a claim. Ive called multiple employees within Truist to get a clear answer on my situation and nobody can give me direct answers. Branch is telling me to call Truist. Truist is saying call the Branch where the money is deposited. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: To start, I have had at least one mortgage with XXXX for over 20 years. In that time I have made timely and accurate payments every month and on the same day. About the time SunTrust merged with Truist ( XX/XX/2022 ), I started to receive unexplainable charges/balances on my online account. It showed an amount due of one amount and a negative balance of a larger amount. I had no idea what these charges and balances were but I tried to pay the larger negative balance and received a message that I could only pay the lower amount. I contacted Truist about this and they went into research it. They replied with a response I didn't understand but basically it was an issue on their side. I never learned what the issue was or what happened to the amount that I paid to try to bring the account into balance. Then, I discovered that they were filing negative reports to the credit bureaus. I immediately contacted them about this. Again they went into research mode and never contacted me back. It was only after I sent a letter to the CEO, did I get a response back. They said that they had not posted negative information to the credit bureaus. Yet, I made copies of the report and sent in to them. Again, they went into research mode and never contacted me back until I again sent a note to the CEO. Their customer support person claimed that the negative reports were accurate and that I had several late payments. However, I went to my statements over the last several months and not one showed an unpaid balance or late payment due. I am very confused and am getting no support from Truist. Per my research, it appears that Truist had changed the account number on the account when they merged. If they informed me of this, I was not aware despite having multiple ways to contact me. And still, the payments were made and accepted by Truist despite the account number that was being addressed. Again, I have been a mortgage and account holder with SunTrust for over 20 years. It appears they value one side of that relationship but did not hesitate to damage my credit rather than find a way to contact me and explain changes that might impact my accounts. Again, I still do not know when or if there is balance that needs to be addressed as Truist has given me no explanation as to what caused them to report me to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: My name is XXXX XXXX and I am a Truist customer. I have been banking with Suntrust years prior to the merger and I've never faced fraudulent activity of this caliber since the merger of the two firms, Suntrust and BB & T. I have been dealing with these issues since XXXX. I am a recent XXXX XXXX looking within the job market. I was under the impression that I was employed remotely with the company XXXX, and I was sent checks for the purchase of office equipment. I sent the first check through XXXX to the " equipment suppliers '' after doing a mobile deposit and no red flags were raised because Truist cleared this money. I believe the next day I was messaged by someone on XXXX, where I announced my job opportunity, she then alerted me that it may be a scam. These scammers sent her a check as well, but luckily for her, her bank detected that the check was fraudulent and no further action was taken. I had just been sent another check that day, which was also cleared by the bank, but instead of sending it, I let it sit within my account. Realizing my predicament, I sat on the phone for hours to speak with a Truist representative to get hung up on twice and then finally be told I need to go into a branch to create a claim. After that, I went to the bank to freeze the account and cancel all credits and deposits coming into the account. The money that was sitting in my account was removed by the clerk and my claim was filed. The next day a police report was filed. There was paperwork that needed to be filled out, it needed to be sent back into the claims department within 10 days of them sending it through the mail or your claim would become invalid. I believed this was infeasible, and after 6 days of waiting I was finally able to get a Trusit representative to email the documents because they still had not arrived in the mail. I filled out the paperwork, I added my police report case number and emailed back the documents. The original claims paperwork arrived over two weeks later, way past the 10-day period. I signed all the documents they needed me to sign to authorize the claim to remove liability from me. My claim journey began. ( **side note : Before moving to Suntrust I was a XXXX client. I was hit with fraudulent activity there because someone got ahold of my bank information. The case was resolved, the account was closed and I was reimbursed for my loss all within the same day of filing that fraudulent claim. *** ) Truist representatives, not all but some, gave attitude to me as I tried to resolve these issues both through their call centers and within the banks. They were not very knowledgeable, every representative had a different explanation for my account and its activity. I was recommended from department to department to review my case. I was told that I would not be held liable for all the overdraft fees and miscellaneous fees that have since appeared on my account since the beginning of the claim. I was told my police report would remove liability from me to be forced to pay the fraudulent check money back. I have also been given the excuse that it takes Truist 5-7 business days before a check is reviewed through mobile deposit which is why the check was cashed. Which in turn, also means that scammers have 5-7 business days to receive the funds before Truist can identify that the activity is fraudulent. Allowing these organizations to cash checks that can not be tracked or traced back to the person the money was sent to. My account is now - ( {$2000.00} ) dollars and my claim for reimbursement has been denied because, according to the mail I received, " The client has not suffered a net loss of funds ''. I've called multiple and different departments about this decision, I was told there was nothing they could do and I was told to report to a branch. I reported to a branch and they told me there is nothing they could do, I need to call the department. I was sent back and forth before finally being told my account is still under investigation, which disregards and invalidates the letter I received. The teller could not hand me any tangible proof that my case was still under investigation. I quote, " They're trying to get them, the scammers, to send the money back. '' So my question was, " Will I still be held liable if the scammers dont send the money back? I can guarantee they will not, it's their job as scammers. '' Then the teller shrugged as a response. I, again, called multiple departments to file a rebuttal because I was constantly being redirected or told it's a different department that handles rebuttal claims. After two weeks, I was finally able to get the rebuttal filed. Again, I received no tangible paperwork to support the claim through email or mail. By mid-XXXX, Truist sent me a notice saying that the account will be closed and the difference left will be reported to my credit. I called the bank to be told my rebuttal has not been recognized in the system yet. After another two weeks, I reached out again because I had not heard from them. As I predicted, they could not obtain the money their system cleared and sent to the scammers, so my rebuttal was denied. As I said earlier, I am a recent XXXX XXXX. I have a XXXX checking account with Truist. It is not fair of Truist, as a bank, to have a faulty system where their customers lie and remain the main victims. The firm is refusing to take any blame for the activity among customer accounts. They simply released a statement saying that, " Our customers are our main priority ... '' but show otherwise when their customers need them. Waiting within the lobby areas of Truist branches to speak with representatives, I learned I was not the only one there disputing a fraudulent charge on an account. Suntrust customers are reporting checks being cashed that 1. ) weren't even endorsed and 2. ) are BB & T checks. These customers have been with Suntrust for 10+ years and never BB & T, yet the bank still allowed these checks to not only be cleared but dispersed. I've researched more and found that since the merger, I am not the only one who has had issues with Truist and their fraud security problem. Small businesses, families and individuals alike have all been negatively affected because scammer organizations realize there is weakness in Truist 's security and these scam organizations are exploiting it. Instead of Truist protecting and helping minimize the damages occured, we, the customers, are being blamed and held liable for the occurence. Truist 's customers are the ones who are truly being harmed from their lack of security since this merger. This is not just about mobile deposits, there are cases where people have checks being cashed from outside of the state in which they reside and Truist is clearing them, leaving people with over $ XXXX worth of losses. The bank doesn't reimburse this money to clients, cardholders are expected to pay it back to the bank. Truist bank is active on social media platforms in order to speak directly with their clients. Since the fraudulent activity, clients have spilled into their comments throughout different social media platforms expressing their frustrations and anger with Trusit bank. Since then, the bank has cut off their commenting on all their social platforms, they've stopped responding to customer direct messaging through these platforms, and they've also had their representatives on XXXX cut off their messaging ability. The bank is closing off communication from their clients. Call centers and branch visits go nowhere. I have filed a complaint with the XXXX and I am filing a complaint with the Department of Banking and Finance as well as Consumer Finance. We, their customers, are being ignored and forced to pay money to them for their faults. I don't believe that is fair, also considering that prior to the merger, both Suntrust and BB & T were fairly trusted banks. Now, customers are pulling their money from Truist and banking elsewhere before any more damages can be done. A firm that publicly claims to have their customers best interest prioritized yet ignores their customer in their time of need
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist mortgage believes I'm only making partial payments and have missed payments. This has been on going since XXXX XXXX. They've sent me 3 letters telling me my loan has been sold only to receive notice after transfer date that it has not been sold. They are saying I've only made partial payments. I have not. I've paid bi-monthly. I paid my mortgage every two weeks {$850.00} but the bank applied the first payment to mortgage and the second payment to principle. This began when SunTrust changed over to Truist. I've spend approx. 10 hrs on the phone and multiple times at the bank branch over multiple months trying to straighten this out. They began sending back my payments and giving me the balance I owe in full to make my acct. current. However, this is not the amount I owe. It's significantly less but they are saying I've missed payments payments in XXXX. I haven't missed a payment and I've sent requested bank statements from XXXX showing payment to them. As of XXXX, I've stopped all payment to them and sent multiple emails and made multiple calls trying to reconcile my acct. I've requested a full forensic accounting of my acct. and to date that has not been done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30340
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Truist Bank is horrible. I opened the checking account in XX/XX/2022 and transfer {$2200.00} from my other bank. As soon as the deposit is done, the bank has blocked me says Truist needs my verification. They said i have to go to the branch which makes me drive 2 hrs from my house. I brought my drivers license and proof of address to the branch to show my identity. It has been 3 weeks and nothing resolved. I still can not get my {$2200.00} out from Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Due to my identity previously being stolen fraudulent accounts periodically appear on my credit report. The account is fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello Sir/Madam I got a 30-year conventional loan from XXXX XXXX in XXXX. I am paying PMI on my mortgage as my LTV was higher than 0.8 and it was promised that as soon as my LTV goes below 0.8, my PMI will be deleted. In the meantime during XX/XX/XXXX, XXXX XXXX is transferred from XXXXXXXX XXXX to Suntrust ( Truist now ). I don't know why and when that happened but when I realized that payment is not deducted from my account, as usual, I reached out to them and made two months ' payment in XXXX. At that time Suntrust mentioned that this will not be a problem because such service change comes with 60 days payment grace period. Now, from XX/XX/XXXX, I put a request to Truist to delete my PMI because my LTV is below 0.8. From XX/XX/XXXX, I did numerous mail and call follow-ups but never got a response and they came today and replied that PMI can't be deleted because I had a late payment. I always made my payment on time as it is auto debit from my checking account. They can check all my past XXXX payments and Truist payments till now. There is only one instance and that too when service was changed from XXXX to Suntrust and when I realized did payment to them and that is within 60 days of grace period. This is very bad from truist that they took so long and I kept paying PMIs. I request you to please review and let me know if you need supporting documentation. Thanks XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29715
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Sent a payoff check to the company. Sent certified mail. Check was delivered, they lost the check. Not willing to assist or do anything to find it. I was willing to do a stop payment and pay by phone, if they were willing to compensate for the stop payment since they lost it, the cost to send the certified check, and the per diem cost I have incurred over the last 10 days. They said no. They lost my information and a XXXX XXXX check. My banking information has been exposed, my money has been put at risk, and they refuse to take responsibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 167XX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A