Date Received: 2024-01-06
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: We were planning to apply for an equity line of credit on our primary residence to do some repairs and renovations. Our CPA had recommended this funding vehicle. Just as we were planning to do so, I received an email from XXXX that my credit score had taken a ding. I logged in to find out that this mortgage was reported 30+ days late. Looking into the account, it appeared that the taxes on the property went up, resulting in an increase in the monthly payment amount. We did not receive any notice from the bank. Our payments are auto-paid from our personal checking account, and the payment in XXXX was made within the allotted window. However, because of the change in amount due, the payment was short {$76.00}. That's it, {$76.00} ... of the {$3400.00} due ( up to that point the monthly payment was less than {$3400.00}, but we paid an even {$3400.00} each month ). The way we read the account statement online, the {$3400.00} we had auto-paid was placed in an " aside '' status instead of being applied to the amount due, in effect making it appear we hadn't paid anything. The bank filed with the credit reporting agencies that we were past due the full amount, even though they had received {$3400.00}, which more than covered their interest for the month. We had no clue this was happening until XXXX when we got the notice from XXXX. We contacted our mortgage banker for assistance, and she forwarded our issue to Truist managers at their headquarters. One of the managers replied with the following : " There is a delinquency reporting for XX/XX/XXXX. Per ANA1/LAST the customer XXXX did adjust for the XX/XX/XXXX payment. Customer submitted the payment for XX/XX/XXXX payment but was short due to increase in XXXX. Per notes do see where a task was sent to reach out to customer in regards to the payment however the number we had on file was disconnected. Per MAS1/USR3 the customer is on paper statements. I dont see any return mail from the statements nor XXXX statement. Per MAS1/DFT1 the customer is not on Auto Draft with Truist. Customer may be using a XXXX XXXX service and did not update. From what I am reviewing we ( Truist ) did try to reach out to the customer once we got the short payment but did not have the correct telephone number. However no return mail from statements nor XXXX statements. I would say no error however please advise if you have other thoughts. Also, do I need to put this in XXXX as a dispute? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PLEASE ADVISE CLIENT OF PMT CHANGE EFF XX/XX/XXXX. CLIE CLCURT NT SENDING IN OLD PMT AMT. '' Another manager replied to the first : " Per a review of the clients loan history it does appear that they continued sending in the previous payment amount of {$3400.00} which was more than enough to satisfy the previous payment amount. Since the amount paid did not satisfy the XX/XX/XXXX payment the funds were credited to suspense on XXXX. They were then debited from suspense and credited as the XX/XX/XXXX payment on XXXX shorting XXXX. The same thing scenario occurred w/the XX/XX/XXXX payment. '' The third and final manager replied : " Agree with all no bank error. 1st shortage applied within shortage policy, subsequent funds greater than the {$50.00} tolerance unable to apply/short. Client was attempted to be contacted, phone is incorrect, delinquency letters, statements XXXX statements, all agree no return mail. Client did already update their bill pay ( 3rd party bill pay clients must do this manually ) and we received correct amount for XXXX. '' Two very important issues : 1. The bank was sending their paper notices to the wrong address. They were sending them to our rental property and not to our primary residence ( which also happens to be the residence with the mortgage in dispute ). We never received those notices because for some reason they changed the default billing address to this incorrect address. Yes it is our property, but it is not where we receive mail. Tenants live there. 2. They were calling the wrong telephone number, despite the fact the correct number is the only number showing on our online account pages. We note that the bank was capable, of identifying whether the paper mail they had sent was returned or not, but they were not able to find out correct phone number and instead only tried calling a number that had been disconnected over 8 years prior. IIt should have been a simple task to pull up our account to identify a current telephone number, but based on the responses we received they did not attempt to do so. In their responses, these managers even acknowledge that we were still making payments at the rate we had been making up to the point the amount increased. They acknowledged they had the wrong telephone number, yet continued trying to call it instead of finding the correct one ... which was in their systems. And not for nothing, but the ding on our credit report states that we had a payment 30+ days late, which implies we paid $ XXXX. In fact, we were not at all late in making a payment. We made our payments on time, as acknowledged by these managers, and they held that payment in suspense. In order to be 30+ days late, we feel an entire payment must be missed/late, not a shortfall of {$76.00}. We find it aggravating that, with over a XXXX in mortgages with Truist, and an active XXXX account pulling in over {$1.00} XXXX per year to our Truist XXXX checking, we would be allowed to be placed in this situation without so much as a phone call from someone at Truist wanting to ensure we were aware of the problem. This is not what we would call adequate customer service. And now we have a hit on our credit report, despite almost 2 decades and multiple mortgages, credit cards, etc without a single late payment, because of {$76.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: There was an unauthorized XXXX charge on my account for {$480.00} to XXXX by XXXX, on XX/XX/10. Payment ID XXXX. The bank said to reach out to the merchant. This was a fraudulent charge I tried was unable to get in contact with receipting of funds or can get any information on who to contact for this charge. I never authorized this charge to XXXX. I have been trying to get in contact with a rep at Truist to escalate this and am unable to get anyone other than telephone rep.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I paid {$3600.00} on XX/XX/XXXX via debit card with XXXX over the phone. I had been speaking with XXXX XXXX about making a full payment in this loan. They did not give me any confirmation number nor did they send an email confirming they had taken the payment. On XX/XX/XXXX, i received a debt due notice from XXXX XXXX for XXXX amount I had already paid. I am unable to reach them by phone, i sent XXXX emails with proof of payment to XXXX. They placed a negative mark on my credit reports. I am disputing this negative mark now with XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have contacted XXXX and several creditors that obtained my credit report without authorization, and demanded to see any legit authorization from me. No one has provided any proof, not the creditors, not the credit reporting agency. XXXX, XXXX and XXXX should request to see proof that proper authorization was obtained to request credit reports. They admit that no documentation is required to obtain credit reports. This practice is fraudulent, illegal. This constitutes a violation of my rights under the Fair Credit Reporting Act 604 as well as a violation of my rights to privacy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Truist Bank has covertly changed my credit card statement delivery method to the Paperless option without providing proper notification. Consequently, I missed my payment date on XX/XX/XXXXXXXX and again on XX/XX/XXXX. The missed payment on XX/XX/XXXXXXXX resulted in a {$20.00} late payment fee and an {$11.00} interest charge on purchases. When I contacted their online agent, XXXX, to request a fee waiver, he informed me that the fee had already been waived in XX/XX/XXXXXXXX and could not be waived again. I stressed that I was switched to paperless delivery without notification and requested a supervisor to review my previous chat. However, he ignored my message and ended the chat. Every few months, Truist Bank prompts me to select statement delivery options, and each time I choose the " Mail Only '' option. Subsequently, I discover that I have been switched to the " Paperless '' delivery option without any notification. When I bring this issue to their attention, they blame me for selecting the " Paperless '' option. Truist Bank is the only bank I have encountered that changes statement options without notifying the customer. I hope this complaint prompts them to review with their IT team to identify the cause of their system automatically changing the statement delivery option even when the customer selects " Mail Only. '' In the meantime, I request a refund for the fees incurred. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: Hi, I used XXXX, which Truist promotes, to transfer money from my Truist account to another bank account which I own. The amount was not very much. However, doing so caused Truist to claim that they suspected fraudulent activity. Therefore, they completely locked access to my online banking, something I rely on daily. Fortunately, when this happened, I was able to go into a branch, verify my identity, and they told me the issue would be resolved. It was not resolved. I do not currently live near a Truist branch. When I called their customer support to inquire why my online banking was still locked, after holding for an hour to talk to someone they said I need to go into a branch and verify my identity. I explained I had already done that, and it didnt resolve the issue. I have called the Truist branch itself about 100 times to follow up on why my online banking was still locked, and they have not once answered the phone or returned my call. XXXX. In fact, I called nearly every branch in XXXX XXXX, and they just don't answer the phone. There is nothing suspicious or fraudulent about sending a small amount of money, to MYSELF, using the tools on their platform which they promote. I already went into a branch with my passport to verify my identity on XXXX at the XXXX XXXX XXXX by XXXX XXXX. It is impossible to contact anyone at Truist by phone. Calling their support center takes an hour of holding, and then they refuse to do anything useful or helpful if you talk to them. The steps they have taken to " protect '' my account are doing the opposite, because I can no longer access or monitor it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80907
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Truist sent this account to a debt collection agency. I made payments according to the agreement then I filed a complaint against the debt collection agency in which was a scam company. Truist then continued to report unpaid payments to the credit bureau which negatively affected my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened an account online with Truist Bank on XX/XX/XXXX. On the XXXX they sent 2 notices saying my account was being closed so to items from XXXX XXXX report. It stated that I could call and get my funds in the account from the branch. I called and spoke to their fraud department on XX/XX/XXXXXXXX and they said I they couldn't tell me why the account was closed, but that I could go to the branch and get my funds that were in the account. I have went on Saturday the XXXX and Tuesday the XXXX and they said they couldn't give me my funds without approval. XXXX XXXX the team leader at the XXXX branch in Virginia told me that they started a case and I could come back in 2 days. I returned on XX/XX/XXXX, to be told that I was still not allowed to receive my funds. And then they stared the case just then. Every time I come in, there is no notes and I am left to start the process over. The 2 letters state I can receive my funds at the Branch yet they refuse to give me my money. Please make the bank follow the law and give me back the funds that were in the account when they closed it on XX/XX/XXXX. It has been 31 days and I am not allowed to receive money I deposited into the account before it was closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22032
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I am writing to express my deep dissatisfaction and frustration regarding the handling of my small business credit card account with Truist Bank. I believe that the recent actions taken by the bank have been unjust and have put my financial standing at significant risk. My dissatisfaction primarily stems from the sudden change in Truist Bank 's online payment system, which rendered me unable to access it to make timely payments on my small business credit card account. I consistently made timely payments until I no longer had online access to my small business credit card. Despite my repeated attempts to resolve the issue by calling the customer service representatives, the situation has only escalated, and I find myself in an extremely disadvantageous position. On numerous occasions, I contacted customer service hotline seeking assistance with making payments over the phone. Each time, I was assured that this method was acceptable, only to find out later that my payments were not being processed as promised. This inconsistency in communication has created a significant amount of confusion and frustration on my end. Furthermore, my recent interaction with one of the credit card charge off collectors, XXXX, left me utterly disappointed. During a call to inquire about the unexpected placement of my credit card account in collections without prior notice, I was met with unprofessionalism and disrespect. XXXX abruptly hung up on me, depriving me of the opportunity to understand the reasoning behind this drastic measure. In an effort to mitigate the impact of this situation, I informed a customer service representative about my current out-of-town status, as I am actively engaged in another project and do not have regular access to my mail. I requested information via email and online access. I also requested that this information be documented in my account to prevent any misunderstandings or oversights. Unfortunately, it appears that my concerns were not adequately addressed. I demand a thorough investigation into this matter and a prompt resolution to reinstate my credit card account to normal standing. The unjustifiable placement of my account in collections without proper notice or explanation is unacceptable, and I expect immediate action to rectify this situation. I am prepared to escalate this complaint further if necessary, as I am committed to pursuing a fair and just resolution to this matter. I trust that Truist Bank values its customers and will take the necessary steps to address and rectify this situation promptly. I anticipate your prompt attention to this matter and a timely resolution. Please provide me with updates on the progress of your investigation and the steps being taken to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My business credit card shows 2 separate credit cards on trust app that are both linked to one credit card. My app shows I'm paid up currently however on the secondary card it shows I'm late and still have a XXXX balance. The lady I spoke with has no idea what's going on nor has ever seen this before. I was told they would get back to me. However this is ultimately going to reflect on my credit report for an error with the banks systems/ app issues. I have kept up payments on all credit accounts. I have previously asked the bank about this XXXX balance account in the past but nothing came of it. Today is when I was made aware of the error XX/XX/
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24012
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A