Date Received: 2022-07-13
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: I obtained a car loan from Truist through the dealer. I successfully setup autopayment after a bit of trouble, but got confirmation. When the autodraft did not happen, I struggled to reach and inform Truist to fix it. I was sent to their collection department I repeatedly contacted them to help me Finally, a " Client Advocate '' representative reviewed my documentation and promised to help. XXXX weeks later, I have not heard anything from them and no corrections have been made. This is well beyond any service-level agreement for a well documented client impacting bank error Please help? -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Log of activity and communications -- -- -- -- -- XX/XX/XXXX Purchase car with Truist loan XX/XX/XXXX XXXX -- email from me to Dealer XXXX XXXX XXXX : When will I ever hear from Truist? -- -- -- - XX/XX/XXXX XXXX - I setup Autodraft myself for {$590.00} to start XX/XX/XXXX. Confirmation number XXXX XX/XX/XXXX XXXX -- I received email confirmation of Autodraft setup ( attached ) XX/XX/XXXX XXXX -- I called to get help logging in. on hold for web support -- call dropped by them XX/XX/XXXX XXXX -- I called to get help logging in. on hold for web support -- call dropped by them XX/XX/XXXX XXXX -- I called to get help logging in. on hold for web support -- call dropped by them XX/XX/XXXX -- date first autodraft supposed to happen -- - XX/XX/XXXX -- payment reminder received XX/XX/XXXX XXXX -- I called to inform them of payment problem. on hold for support -- call dropped by them XX/XX/XXXX XXXX -- I called to inform them of payment problem. on hold for support -- call dropped by them XX/XX/XXXX XXXX -- I contacted Truist support via Chat to inform of autodraft failure XX/XX/XXXX XXXX -- online autodraft confirmation uploaded to chat XX/XX/XXXX dunning card mailer -- {$590.00} past due and {$15.00} XXXX XXXX. XXXX XX/XX/XXXX dunning Letter recd -- {$590.00} has not been received XX/XX/XXXX -- XXXX XXXX to @ TruistNews : Public Problem Statement -- no response XX/XX/XXXX XXXX -- XXXX PM to TruistNews : outline of problem, request help XX/XX/XXXX XXXX -- XXXX PM to TruistNews : Bumped due to no response XX/XX/XXXX XXXX -- XXXX to TruistNews : why are you blowing me off? XX/XX/XXXX XXXX -- XXXX from TruistNews : We realize we did not reach out to you.. But nothing?? XX/XX/XXXX XXXX -- email alert from Truist : my payment is late - " {$1100.00} due on XXXX for your Loan account ending in XXXX is now past due. '' XX/XX/XXXX XXXX -- call from Collections : informed of problem, on hold XXXX minutes then call dropped by them XX/XX/XXXX XXXX -- received all USPS mail being held while on vacation ( see above XX/XX/XXXX & XX/XX/XXXX ). I noticed they have charged Fees and Interest for their failure to take autodraft. This may be systemic mistreatment and Fee abuse of an elder. XX/XX/XXXX XXXX - XXXX XXXX to TruistNews : Sent this log, chat transcript and Autodraft Confirmation. XX/XX/XXXX XXXX - XXXX XXXX from TruistNews : " Thank you for providing your information and those further details, XXXX XXXX We will reach out as soon as possible to speak with you once your concerns have been reviewed in totality and we appreciate the opportunity to assist in this matter. XXXX '' XX/XX/XXXX XXXX call from Client Advocacy XXXX XXXX XXXX XXXX - XXXX - If I bring it back current, then she will remove fees and correct Interest charged - Paid XXXX for both payments XX/XX/XXXX, XXXX. Email from XXXX XXXX - " I was able to get your late fee reversed, I placed a request for correction and a explanation for the interest overcharge, Im still waiting on a response from our lending team on this. I will let you know as soon as this is done. I truly appreciate your patience with us. " XX/XX/XXXX. NOTHING - No communication from Truist - No reversal of Fees on statements - No reversal of incorrect Interest Charged - Writing to : Consumer Financial Protection Agency Director of Client Advocacy on XXXX XXXX XXXX, Client Advocate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28037
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Truist has been diificult to work with from the beginning but has become worse and less organized since at least XXXX I fell behind on my payments due to the pandemic and was working on a modification in order to catch up. I kept dealing with issues that were addressed in a previous complaint, but in the process of getting a resolution I decided to sell my home. I informed Truist of my decision both via email on XX/XX/XXXX to XXXX XXXX ( the Client Advocacy Officer who was handling my complaint ) and via phone around the end of XXXX. I never received a response from my email. I accepted a cash offer from XXXX on XX/XX/XXXX. When I called to inform Truist of the pending sale, I was told to call back within 30 days of the closing so I could receive an accurate payoff quote. I asked if any additional information would be needed ; I was told no. The closing date was scheduled for XX/XX/XXXX as I had a tenant who was scheduled to vacate on XX/XX/XXXX. The title company for the sale requested a payoff quote on XX/XX/XXXX ( according to Truist ) and verified that there was a sale pending. My tenant did not vacate as scheduled and The closing date was pushed to XX/XX/XXXX in order to ensure the property was vacant at the time of closing. At no point in time did Truist notify me that additional information was needed and I verified several times that my account reflected that the house was being sold. I was contacted around XX/XX/XXXX by an adjuster sent by Truist to assess the property value and because I didn't know anything about it, I contacted Truist. I was then informed that the home was in active foreclosure, even though the person I spoke with saw notes that confirmed the house was being sold and was under contract. They had no explanation and suggested I contact the lawyer who was assigned the file. The lawyer had very little information to offer other than saying the sale wouldn't be scheduled for another XXXX months. I tried calling several times and the phone systems either hang up when transferring or the person on the line can't provide anything other than basic information. Due to Truist being disorganized, non-responsive, and providing little to no information or communication, I am paying additional lawyer fees that diminish the returns on my home investment. I sent another email to XXXX XXXX XXXX XXXX 'd the CEO because although I doubt any real actions will be taken to improve the service, I am frustrated by the lack of professionalism displayed from the bottom up. I will never choose Truist as a servicer for any of my personal or business accounts if I can help it. I thought about opening an account with the proceeds from the sale but seeing how my mortgage has been handled, I will invest elsewhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My XXXX mortgage loan was originally with SunTrust and was later migrated to Truist Bank. I used the XXXX forbearance for my mortgage payments for a period of time, and then agreed with Truist to create a second mortgage partial claim for the amount that was in forbearance. I submitted all of the signed, notarized, partial claim documents to Truist when requested at the end of XXXX. Truist has not yet submitted my partial claim to HUD, however the second lien is listed on my house title. I am now attempting to pay off the second mortgage, XXXX months after finalizing the partial claim with Truist, however HUD can not generate a payoff letter for me because Truist has not filed the partial claim with them. I am unable to sell my house, open a HELOC, refinance, or do anything because of Truist failing to complete this step. I have called Truist multiple times, requested callbacks from supervisors, have been transferred from department to department, and have not been able to speak to anyone who is able to resolve this problem or give me information on how it can be resolved. This XXXX months-long delay is going to have serious financial implications for me. I have never been delinquent on my mortgage payments and have always done my part with paperwork. I now need someone at Truist to file my partial claim with HUD immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Contacted Truist a couple weeks ago after I noticed a deposit that I wasn't sure of the source. I was transferred to the fraud department for assistance. The agent informed me that the account would need to be closed just in case it was an attempted fraud. I informed him that I am unable to go to a branch due to illness. He advised me that I didn't have to go to the bank, that he would have a different department assist me with closing the account and transferring the money to a different account. I asked him if he was sure and he stated he was. After he transferred me to the agent that he stated would help me to transfer my money, the agent stated a block was on the account and it wasn't possible to do any type of transfer/ withdrawals from the account. She also told me that only the fraud department could remove the block. I spent almost TWO HOURS on the phone without a resolution. I contacted Truist again and was told that someone would have contacted me to resolve the issue. To date, I have not received a call from anyone and I'm still unable to access my funds. I accidentally made a deposit of {$300.00} to the account and I am unable to access it as well. This {$300.00} was supposed to be used for my husband 's child support payment. I would not have allowed the agent to place a block if I knew that I would not be able to access my funds. I would have transferred the money into a different account before he took any action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist Bank ERRONEOUSLY charged me a " lender placed '' Hazard insurance premium in the amount of {$3800.00}. After receiving letters from Truist asserting that I had no insurance on my home from XX/XX/XXXX - XX/XX/XXXX, I contacted Truist and spoke with 2 representatives ( 1 call was on XX/XX/XXXX & the other call was in XXXX XXXX ) trying to clear up this error. On both occasions, the reps conferenced in XXXX XXXX and were told that I DID have insurance on my home covering XX/XX/XXXX - XX/XX/XXXX. On both occasions the XXXX XXXX reps sent declaration pages as proof to Truist. After speaking with a Truist rep on XX/XX/XXXX, I sent an email to Truist providing all the documentation Truist needs to resolve this issue to ( XXXX ) and attached the following documents : - XXXX XXXX declaration pages- PROVING I had insurance from XX/XX/XXXX through XX/XX/XXXX - XXXX XXXX declaration pages - showing new coverage from XX/XX/XXXX through XX/XX/XXXX ( Date issued XX/XX/XXXX ) - Recent charges from my Truist account showing the erroneous charge of {$3800.00} I spoke to a third Truist rep on XX/XX/XXXX and was advised my email was received on XX/XX/XXXX, but the only attachment that was uploaded in the Truist system was the XXXX XXXX declaration pages showing new coverage from XX/XX/XXXX XXXX. The other 2 attachments were not uploaded. When I explained the issue ( yet, again ) the Truist rep conferenced in XXXX XXXX and was told that I DID have insurance on my home covering XX/XX/XXXX - XX/XX/XXXX. The Truist rep requested the XXXX XXXX rep send proof to Truist. I was told to wait another 5-7 days for the proof to be received and processed. Why should I believe waiting another 5-7 days a third time will get me results the first 2 times did not? I have wasted 45 minutes per call a total of 3 times contacting Truist to get this resolved and I am done wasting my time. I am not sure if the issue is because my original mortgage was with BB & T and Truist assumed those mortgage loans, nor do I care. I have attached XXXX XXXX Declaration pages proving I had insurance from XX/XX/XXXX through XX/XX/XXXX and recent charges from my Truist account showing the erroneous charge of {$3800.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Unable to open an account with Truist Bank. An account was open fraudulently with the previous name ( BB & t ). Also, a bank account was opened fraudulently with XXXX bank. I have been a victim of identity theft for the longest and it's not fair to me because I can not obtain accounts when I go to apply for an account. People can steal identity and get away with it, and it will all fall on you. XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23503
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX bank draft of {$2300.00} deposited via mobile 2 hours prior to XXXX EST cutoff. Autocheck hold posted next morning. 1st CS rep told me to visit branch. Branch did not have enough reps to handle my request in a timely manner. Called CS while in lobby, transferred through 3 different people. Fourth person, as CS supervisor, advised me there is no way to confirm the funds and release the hold, will have to wait a week for my funds to be released automatically.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My name is XXXX XXXX. I am contacting you about my checking account with TRUIST bank. This company charged me XXXX over draft fee. They credited one of them. I am contacting you because I feel I was very much charged these fees when I should not have because when these pending charges cleared my account the money was there. XXXX pending charge caused my account to go in the red. At that time ALL the charges where pending. However when the bank did their update at midnight the XXXX XXXX charge is still pending and there is money in the account to cover that XXXX charge now. I could see if when all the charges CLEARED my account was in the red but that is/wasnt the case. How in the world could TRUIST charge me these fees. I contacted them and the first CSR was going to try to refund me ONE of the fees but I told her all those fees should be removed so I wanted to take to a supervisor. She transfered me to XXXX. After taking to him, he said the account charges where correct and wouldn't remove them. Hands down this isn't right. Can you please help me look into these fees. The date is XX/XX/2022. Please let me know what other information is needed to help me fix this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34746
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Was going thru divorce in XXXXfiled bankruptcy..I was also helping my kids with college expenses before getting my 100 % total and permanent and had a daughter on XX/XX/2021 then my son was born XX/XX/XXXX XXXXMost of my issues have been resolved just need help with my mortage..i was hoping that I could get the money owed added to the end of the loan..been hard worrying if I'm gone have a place to stay..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Received an email from truist bank stating my account ending in XXXX has been activated. I have never heard of this bank. It is listed under my maiden name XXXX XXXX. My social security number is attached to this account. I have tried contacting the bank and have been hung up on every single time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 88101
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A