Date Received: 2022-07-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: The XXXX XXXX fraudulently charged my Suntrust debit card in XX/XX/2018. I reported this to Suntrust. Suntrust reversed the charges, did an investigation, and without any evidence decided to undo the reversal of changes of approximately {$1000.00}. This caused a cascading amount of overdraft charges due to this unanticipated chargeback of the fraudulent charge. I contacted Suntrust numerous times to straighten this out and Suntrust refused to provide evidence that the charge was nonfraudulent or resolve this issue. I knew the charge was fraudulent because I did not charge it and did not authorize it. As a result of this incident, Suntrust put me in XXXX. I contacted XXXX XXXX recently after being notified Suntrust had noted this in the XXXX and explained that this was the result of fraud. Despite this XXXX did not remove this entry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I am a customer of Suntrust Bank, now Truist Bank since XXXX of XXXX Since the merger to Trust, my accounts have been plagued with problems. Listed below are the detailed problems : 1. They keep charging me overdraft fees and returning payments. I had overdraft protection with Suntrust which was linked to all three of my accounts, after the merger they unlinked them. I keep relinking them, but their system keeps unlinking them and thereafter charging me fees and returning payments made to vendors. To date I have been charged over {$1800.00} in fees and this not including fees that were charged to e do to returned payments. I had over {$150000.00} in the bank and they returned small payments and charged me fees. Customer service refuses to remove them, stating that they are not authorized and the hold time to speak with someone is over three hours at times. 2. They keep canceling my debit cards without notice or reason. They state that its a system area, but it keeps happening and its random. After they send me a new card which takes over three weeks to receive, they then cancel the new ones after 4 weeks of usage. I have been locked out of my debit card now for over thirty days. 3. All of my bank statements look distorted after downloading them from the website and several of my lenders would not accept them because they looked like someone had fraudulently altered them. XXXX. I had multiple fraudulent payments processed through my account from XXXX, XXXX and XXXXXXXX XXXX. Someone used my checking account to pay the bills on fraudulently opened accounts and Truist allowed it. I asked for a letter stating the transactions were fraudulent and they would not supply it. I asked for a fraud investigation and they asked me to reach out to XXXX. That department could not help me either. 5. I am being charged analysis fees, and sometimes its over {$300.00} charged to my account. The bank has major issues and I am shuddering because of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When going to pay my mortgage today I was told I could not make a partial payment. My partner and I have been making partial payments ( half and half ) on this exact mortgage for over two years since their online services were so messy. Now I'm told I have to visit a branch to make a partial payment ... I live in Iowa, there are no branches here. Previously, in XXXX of 2021, they accidentally double charged me and resolved it by wiring back in the second payment, incurring a {$10.00} domestic wire fee with my bank. After multiple attempts to be reimbursed for this charge, the bank has continued to do nothing to fix it. This has been an issue since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-30
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Truist bank closed my account and refused to mail me a check for my balance on my account which is {$1100.00} dollars Every time I call they keep saying it should have been mailed and hangs up the calls
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10031
Submitted Via: Web
Date Sent: 2022-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: A case of grand larceny by false pretense ( a felony level crime punishable by up to 5 years in prison and a {$25000.00} fine ) : I was looking for rental properties on XXXX XXXX and found a place I liked and reached out to a man named XXXX XXXX. He urged me to sign a rental contract, pay the security deposit or else he would rent it to someone else ( which is actually rather common in high-demand rental markets ). I asked if I could speak with the previous tenant, to which he replied that she had died a few days prior. I found this suspicious, but the small building did have several retirement age residents publicly listed residing there. On XX/XX/2022, I paid the security deposit of {$600.00} and half-month 's rent of {$950.00}. I realized after the fact that the names did not match : the XXXX transfer was to XXXX XXXX, not XXXX. Thereafter, I looked up both names with no meaningful hits in the area. Similarly, the company XXXX XXXX, which he manages the rentals through, had no online presence whatsoever. The profile on XXXX that was used to create the rental listing was also taken down. He proceeded to contact me once more by text claiming that he was offering a 15 % discount to tenants that agree to stay at least 3-12mo, but would require an additional month 's rent to unlock the discount. I did not pay this, but instead pointed out that my original and signed rental agreement explicitly has me staying a full year. After this I asked if I could see the apartment ( he deferred this question priorly ), noting that I had the week off and would be able to fully accommodate his own schedule. He said that he just had XXXX and was on a boat in XXXX and would be unable to show it to me, but noted that his son was finishing his program and would be able to show it to me the following week. I did not find this acceptable and asked if he had friends around that he trusted that could show me the apartment in his place. He refused and just said that I would have to wait until his son had the time on the coming Thursday. I later followed up and asked when specifically I would be able to see the apartment with his son and XXXX said that someone broke into his sons house and his son was shot in the leg. XXXX then wanted to send me a check, quite notably before saying that they stole over {$50000.00} from his bank account and he closed his account. I asked how he planned to pay me with a check if his bank account is closed, he said that he would have a friend do it. I told him to just send it by bank transfer such as XXXX or wire transfer, XXXX refused and maintained that he could only do it by check ( which would likely bounce ). I asked if he could instead just mail me the keys to the apartment and move up the lease start date accordingly, to which he refused and said I would need to wait until my contractual move in ( despite no one living there right now ). I then asked how I would receive the keys and he said to contact him at move-in week. I did so and he said his son would take care of it, but that he needed {$500.00} to get to XXXX to drop off the keys. I refused to give him this money as it is not the responsibility of the tenant to fulfill the commitments of the landlord, noting that if I did not receive the keys by the lease start date then XXXX would be in material breach of contract and pursued accordingly. He wished me luck in my pursuit. After filing CFPB cases with both XXXX XXXX XXXXXXXX ( XXXX ) and XXXX, XXXX told me that the receiving bank was Truist Financial, which is based in North Carolina. Both BoA and PNC closed my CFPB complaint noting that there was nothing to be done on their end and that I should take it up with Truist. Upon calling Truist and informing them that they have a client engaging in felony-level financial fraud they not only told me that they could not file a report to investigate, but that I also had to take up the issue with my own banks ( against the advice of my banks, which was explicitly noted to the Truist representatives ). Given that Truist refuses to do anything at all when alerted to the fact that they are enabling the felony crimes of their client, I view that this constitutes a material and deliberate disregard for federal law on the part of Truist. In addition to the attached evidence, I have the following information : XXXX ( a spoofed number ) XXXX ( his rental company email ) XXXX ( linked to his XXXX and Truist account ) IC3/FTC case XXXX XXXX XXXX Police case XXXX XXXX CFPB Complaint # XXXX ( XXXX XXXX XXXXXXXX ) CFPB Complaint XXXX XXXX ( XXXX ) Transaction ID : XXXX ( XXXX, {$950.00}, XX/XX/2022 ) Transaction ID : XXXX ( XXXX XXXX XXXX, {$600.00} XXXX XX/XX/2022 )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/XXXX an unauthorized charge was presented to Truist Bank for processing. As a result, I incurred XXXX overdraft fees. After filing a dispute with Truist Bank, I was advised that they could not overturn the charge but they would return the overdraft fees that were caused as a result of this transaction as a courtesy. On XX/XX/XXXX, Truist Bank refunded ( 1 ) {$36.00} overdraft fee. When asked why only one charge, Truist bank claims that only XXXX of the XXXX overdraft charges were a result of the unauthorized charge. Truist Bank claims that the payment posted on XX/XX/XXXX and any overdraft fees prior to that are not related. I advised that the payment was presented to Truist bank and pending effective XX/XX/XXXX which caused all posting payments on XX/XX/XXXX to incur an overdraft fee. I have requested multiple supervisor requests only to be told that they would call within XX/XX/XXXX business hours. Of course no one calls. On XX/XX/XXXX, I contacted Truist Bank to which I requested a supervisor call back. I was told that the supervisor will call me back during the hours that they were available and that I would have to schedule an appointment for a call back. I agreed and scheduled a call back for XXXX. I was told that the supervisor that would be calling me back would be XXXX XXXX, Complaints Manager. On XX/XX/XXXX, I received a call from an agent advising me that the Manager had something better to do and would not be calling me back. My complaint is that I want Truist Bank advised that they would refund all overdraft fees associated with the unauthorized transaction but only refunded one. Secondly, I am concerned that Truist Bank does not keep sufficient bank records. Truist Bank did not know that the charge was presented on XX/XX/XXXX. This should be known information to Truist Bank. Instead, I had to go over the transaction details and point out to the agent 's line by line to show when the account became overdrawn. This is not acceptable. Attached shows when the XXXX overdraft fees were charged to the account and when Truist bank only refunded one of them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/2022 I made a {$200.00} deposit via the Truist Mobile Banking App to offset some purchases being made. Truist put a hold on my funds until XX/XX/2022 ; a full 10 days. In the past XXXX hours, they have charged me XXXX separate overdraft fees of {$36.00} totaling {$210.00}. When I contacted them to address the situation, I was told that since my account is new they have to hold mobile deposits for 10 days and that they would not refund my overdraft fees as my account was " too new '' to be eligible for such a courtesy. How is this not theft?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: For over a year now Ive been asking the Truist Financial Corporation why the bank is not using Two Factor Authentication ( 2FA, ) for access their Web Online services. After repeated inquiries for an answer the Banks IT security department has ignored my requests. My hope was that this security feature would have been implemented as part of the merger with BB & T in XXXX however it was not!! I don't believe Truist taking its customers online security seriously and would like the bank to step up and enact the 2FA for Web Online Access to their services. Left frustrated with the Banks lack of concern for its Web Online customers Im requesting the Federal Financial Institutions Examination Council ( FFIEC ) investigate the Truist Financial Corporations Online Authentication and Access Risk Management policies. If the management of all the banks security policies ( especially Web Access ) are found to be inadequate, I would like to see the Consumer Financial Protection Bureau ( CFPB ) take immediately action to have Bank address them in a timely manner Thank you for your consideration
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27284
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I over drafted my account but made a deposit of to bring the account back to date the very next day. I made a deposits of {$1200.00} plus more from XXXX thru XXXX. In those deposits {$400.00} was taken in overdraft fees, and my account is still overdrawn because of this. I have contacted your bank multiple times asking to just reject transactions when I don't have the funds instead of letting them go through. I have gone through the process of taking overdraft protection off my account in you're still taking these fees. These fees are predatory, your institution knows that there's n funds in the account and is letting them go through to be able to charge these fees. It is absolutely ridiculous that during a recession, and covid times you're taking advantage of your consumers. From 2020 until today, this bank has charged me over {$900.00} in overdraft fees. If this is not rectified I plan on taking legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32304
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I had a Safe box account with Suntrust Bank. It's located at XXXX XXXX XXXX, XXXX, MD XXXX XXXX. Now it's new bank name is TRUIST. I opened the safe box account year XXXX XXXX and close year XXXX XXXX. To close Safe Box account, I emptied the box, returned the keys, filled out the paperwork. I had to return two keys, but I couldn't find extra spare key, so I paid an extra $ XXXXThey said they have to change all the keys. Recently another branch bank manager says there is still a safe box account and is paying expenses ever year {$55.00} from my checking account. I've been charged the wrong cost for XXXX years ( Total {$660.00} ). From my Bank account number XXXX under name XXXX XXXX XXXX XXXX XXXX XXXX XXXX Same day I went to the XXXX Branch to solve the problem. I asked them to show me ledger of safe box. They said they don't have any. A Banker in the branch said she would take of it and let me know later. Nothing happened so I visited the branch again. She didn't make any action. So I talked with another banker. He recognized an error and he said he will report complaint to the head office. I asked he to show me the complain report detail and filing case number. He said he couldn't provide it to me because it's an internal control information. He said that the staff at the head office will contact me but nobody contacted me. This time I talked with the Branch manager. I asked a case number again. Same answer. finally We opened the safe box with a bank engineer to make sure there is nothing is in the box. It was empty. He suggested He would pay in maximum for the past 3 years expenses ( {$160.00} total ) Why? Please give me a contact if you need more details. My phone number XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20740
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A