Date Received: 2022-07-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am the co-signer on my daughters student loan established XX/XX/2008 and have tried multiple times to be removed as the co-signer. Every time I call XXXX they tell me she has fulfilled the requirement of 48 consecutive on time payments, then when it goes to SunTrust, now Truist, they deny her application to remove me as the co-signer. We have never seen a late fee on statements each month, so we do not understand how they can say she was late on payments. She also has the payment automatically drawn from her account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29732
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I provided the following information and I got a generic response. " I applied and was approved for the Truist XXXX XXXX. When I received it I had issues registering for online banking and the account was locked. I talked to the fraud department and when they tried to verify my information against the phone carrier, they claimed that my name does not match. The phone bill is under my name and I've used this number for 12 years. The lady I spoke with said that I had to call XXXX XXXX XXXX to have them change what it shows in their system. This is the only banking institution I've had issues with when it comes to verifying my number. I was told that until the carrier shows my name on Truist side, they can't unlock my account. '' I DO NOT have a problem registering for online banking. I have a problem with the card being locked and I'm unable to use it. Truist can't verify my identity with a phone I've been using for over a decade. I don't want to go to a Truist branch or deal with anyone there. It's ridiculous that Truist only relies on phone billing identity verification and doesn't offer an alternative such as questions from credit reports and public records, etc. I should not have to go to be inconvenienced and have to drive to a branch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78681
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: XX/XX/2002 From : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Texas XXXX XXXX Re : Reporting Unauthorized Credit Inquiry To whom this may concern, I am writing to request the removal of an unauthorized and fraudulent creditinquirywhich is being reported by XXXX, XXXX and/or XXXX on my credit report. My latest credit report shows an inquiry from your firm creditthat I did not authorize. I suspect fraud, and have reported this incident at IdentityTheft.gov, Consumer Financial Protection Bureau, and the XXXX XXXX XXXX. Please havethese/thisunapprovedinquiries/inquiryremoved from my credit report within 30 days, as it is harming my ability to obtain new credit. Please contact me immediately if you require any additional information regarding my request. Thank you for your assistance. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a text telling me {$1400.00} was taken out of our XXXX account. They asked for verifying information including social security number and DOB. They were able to send me alerts via the text function from XXXXTruist and had us verify our name and password and then told us we would get a link to reset it, which never happened because it turns out they were the scammers On XX/XX/XXXX my husband and I reached out to Truist bank and saw a XXXX dollar charge from XXXX that was made on XX/XX/XXXX. We froze our account and filed a claim against the XXXX transaction to get a refund and were told not to hold our breath on getting refunded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32605
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Problem with customer service
Subissue:
Consumer Complaint: Went at the Branch XXXX BANK, XXXX XXXX XXXX XXXX Ca. Order foreign currency XXXX on XXXX XXXX They said they will call me went they have this money. I already paid XXXX for the exchange. Yesterday XXXX XXXX went at this bank ( the Director who did the transaction was on lunch time that mean she didn't come talk to me about this situation ) them I ask went the money will be there and no one can't tell me when the money will be at the bank. Call service XXXX BANK they don't care this situation. Call fraud service XXXX BANK again they don't care about this. Now, call the Branch a XXXX. No one answer the phone you can't leave any messages and talk with someone. Today XXXX XXXX they call me let me know my money was there???????? Why the bank take a week give me my money? This is fraud...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Back on XX/XX/2022 was my last payment to XXXX XXXX XXXX for XXXX. After this I was unable to make any payments or use my credit card. I was utilizing my credit card to make payments every month to XXXX and XXXX XXXX XXXX But Truist bank closed my account say that I had not be using my card for payments. This is to true as we can see the payments coming out of the account each month. Also Truist never proved any documentation to customer say that the card had not been utilized and that the account would be closed before this happened. It would have been courteous to inform customer of any up coming changes. I feel that Truist bank has not valued my loyal customer business and is not treating me fairly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 362XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently passed the 20 % threshold on my mortgage repayment. Between repaying 20 % of the original value and the fact that my home has increased in value due to the current market conditions, I sent in a written request to remove the Private Mortgage Insurance from my mortgage to my lender. I have never missed a payment on mortgage. I mailed my written request to remove the PMI on XX/XX/2022. In speaking with my lender, Truist Bank, I found out that they had received my written request on XX/XX/2022. I had called them multiple times, with the most recent time being XX/XX/2022. During the most recent call the support staff confirmed the original receipt date, and that they had processed it and formulated a response on XX/XX/XXXX, but could not confirm if the response had yet been mailed. The support staff indicated that if the response had not yet been mailed, that it would be sent via overnight mail to me. It is now XX/XX/2022 and the response still has not arrived, well past the 30 business day response window that they had indicated it should take ( and may be mandated elsewhere ). Meanwhile I am still continuing to pay for unnecessary PMI on a mortgage that is several years ahead of its original repayment schedule. To add insult to injury, looking at my next mortgage payment, the PMI 's premium has been doubled from it's original value.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46143
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I paid my car loan on XX/XX/2022 for XXXX dollars they charged me twice second charge was on the XXXX I didnt approve this charge they have took all my money and says theres nothing they can do that I have to wait 15 days I dont have 15 days this has put me in a big bind now with XXXX XXXX to get XXXX XXXX or XXXX my kids because of a so called system issue there having Im XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31312
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2020, SunTrust Bank ( STB ) allowed a hacker to transfer {$500.00} from our checking account to a new payee. Upon email notice from STB, we immediately call STB Fraud XXXX and asked to stop this unauthorized withdrawal. STB helped us set up new ID and PW and suggested we file a Fraud Case application. We submitted the Fraud application online XX/XX/XXXX, and a Case # XXXX was assigned. STB sent their XX/XX/XXXX letter via email denying our claim. We called STB and submitted a rebuttal/appeal with additional information on XX/XX/XXXX. On XX/XX/XXXX, STB denied our rebuttal. The 2 STB letters stated : " You have the right to request a copy of any documents that were used in decisioning your claim. Should you have any questions, require information or work like to request any documents that were used in decisioning your claim, please contact or office at XXXX. '' We called this number & emailed on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to no avail. On XX/XX/XXXX, we visited our local XXXX branch and spoke with XXXX XXXX. He called the Fraud Department and relayed a commitment to respond within a few days. We sent all our documents, emails, letters, etc to XXXX who forwarded them. Still NO REPLY. We followed up with XXXX on XX/XX/XXXX & XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I had a loan with SunTrust Bank, they merged with BB & T into a bank called Truist. I have been unable to make any arrangements for payment, get questions answered about the account, or had any response from my requests by them. Their customer service representatives are not friendly, do not help and put you on hold for very long periods of time. The business appears to respond to complaints with XXXX with a form letter and don't address the issues directly. https : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A