Date Received: 2022-06-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Ive been with Truist for 6 months, over this time, I have been a victim of bank fraud. My situations go from being double charge to every merchant I have bought from for an entire week, cash and check deposits not reflecting on my balance AT ALL, my balance constantly changing despite not using my account, and my debit card being declined despite having money in my account. I lost my job of 10 years this last XXXX and we have been cutting things extremely tight because my savings from another branch is what me and my family have been living on. Thankfully, I received an amazing job offer and started working last week. I have been pinching pennies to get to work for gas seeing that I live XXXX miles away from my job. I went to bed last night ( XX/XX/2022 ) and had {$170.00} in my bank account. When I woke up this morning ( XX/XX/2022 ), there was only {$91.00} there. When I called Truist, they told me that my balance was never {$170.00} and implied that I was lying. I look at my account obsessively, especially since I havent been working as usual. I just dont understand how almost {$100.00} can go missing and no trace of it be left. This happens to me repeatedly. Whats odd is that when I had over {$3000.00} in my account, my account was never tampered with. But now that Im rebuilding, its constantly gone and Im not believed because Im looked at as broke. I bring in almost {$5000.00} a month, I will NOT be broke for long and my life will be back on track. This is an evil thing to do to a single mother with XXXX kids. I want my money back that keeps disappearing and then I will be removing my assets and changing financial institutions. I need an advocate because everyone at this bank looks at me like Im lying. Why would I lie over {$80.00}?? Wouldnt t
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2022-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with Fair Credit Reporting Act XXXX XXXX Account # XXXX, has violated my rights. 15 U.S.C. 1681 Section A. states I have the right to privacy. 15 U.S.C. 1681 Section 604 A. Section 2 : it also states a consumer reporting agency can not furnish an account without my written instructions. 15 U.S.C. 1666B : A creditor may not treat a payment on a credit card account under an open plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: Regional Acceptance Corporation denied me a loan for automobile financing on XX/XX/2022 ( violation of 15 USC 1601, 15 USC 1611 and 15 USC 1691 ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30906
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Problem when making payments
Subissue:
Consumer Complaint: on XX/XX/XXXX my wife tried to make a {$5000.00} payment for our HELOC at truist. It didn't go through. the next day, there was no record of the attempt. no change in balance, nothing take out of our bank ( nfcu ) on XX/XX/XXXX, the tried again. same thing, nothing. on the XXXX, I called at XXXX and was on the phone until after XXXX they still had no record of the first two attempts. I asked the rep how I was supposed to make my heloc payment, she said she could do it for me. I asked her to be sure there was only going to be one. She said only the one she processes. The next day, truist processed three identical payments for a total of XXXX This caused my balance to go to XXXX, and XXXX charged me {$29.00} bounced check fee. truist says the only thing they can do is to mail me a check. they won't ACH, EFT or let me pick up a check at the local branch. they won't reemburse me for the {$29.00} bounced check fee. attached is transcript.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33486
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My bank recently went from XXXX XXXX Bank to Truist.. while with XXXX XXXXXXXX XXXX my Account would consistently have funds deposited direct through my husbands work. Same amount, bI weekly. The bank knows this so they would put our payments through should we need it. Without a fee. Keep in mind I have been with this branch for more than 20 years. It changed three times since I opened the acct however some or most of the people I dealt with remain. Truist made me click a box saying I want overdraft protection. They have charged me {$1200.00} since XXXX XXXX XXXX. They charged {$36.00} XXXX XXXX times. They are taking complete advantage of us during a very difficult time. That is ludicrous. Im not able to cover my draws because they are taking my funds! Its put me negative {$200.00}, XXXX etcwe each week. if I had my {$1200.00} they charged I wouldnt be having any issues please somebody help me get my money back. Thats a lot of money they charged. We are having trouble catching up since my husband lost his job during Covid..this has caused irreparable damage financially. Its literally causing us to be negative and stuck in this never ending doom of overdraft XXXX. Please help.. this is not right, not a good way to do business or a nice way to keep clients .. thank you. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022, I received a text message from Truist that they suspected a fraudulent charge on my account. The text came in around 3am. I saw the text message as I was getting ready for work and responded at XXXX am. I called Truist immediately after at XXXX am. I looked at my account and noticed XXXX fraudulent charges, XXXX for {$28.00}, XXXX for {$400.00}, and XXXX for {$550.00}. The customer service representative helped me cancel my card and said to call back to open a claim when the charges post. The rep also assured me a new card was being sent to me. I had to wait until XXXX to open the claim while the charges were pending. I called on XX/XX/2022 as soon as I saw they were posted. I said the charges were fraudulent and I did not make them and suspected someone had stolen my card information. A case was opened for the charges I was disputing. I received provisional credit and waited weeks for an update. On XX/XX/2022, I received another text from Truist about suspected fraudulent activity. I immediately called and they said it was automated because my case was still open. I had not received my new card yet so I ordered a new one through the mobile app. I went on vacation from XX/XX/2022 to XX/XX/2022. When I returned, I had a letter dated XX/XX/2022 that my fraud claim was denied. I called on XX/XX/2022 and asked for evidence of why my claim was denied. The rep said there was no evidence attached to the charges. She put in for a review to have the investigators look at the case again. I called 2 days later on XX/XX/2022 and was told the evidence was attached and the claim was denied because the merchant had my phone number. I tried asking for a supervisor to explain why a phone number was enough evidence to decline my claim. I was hung up on by the service rep. I called the main customer service line and asked to speak to a fraud supervisor. The rep on the main line kept trying to transfer me to the main fraud line and I refused and wanted to speak to a supervisor. She finally relented and said I would be on hold for a long time but that I could be transferred. I assured her that was fine and I was more than willing to wait. The supervisor helped to open a rebuttal for the claim. I told her that the merchant likely had my phone number because the merchant used XXXX to process the transactions. It should be well known to a financial institution that when a person inputs their phone number to receive a text message receipt from a merchant that uses XXXX, their phone number is linked to the card. Whenever that card is used with ANY OTHER merchant that uses XXXX, the phone number will automatically be listed to receive a receipt. This supervisor helped, but said the investigative team would look at the information. She gave me an email to send more information to and I did. After I put in the rebuttal on XX/XX/2022, I went to a local Truist branch on XX/XX/2022 by my house to talk to a banker to make sure the rebuttal was input as I was losing trust in the phone representatives. XXXX XXXX, the banker at the local branch, listened to my story and understood XXXX and why the merchant would have my number. She called the fraud team to explain and also cleared up a misunderstanding around the smaller claim for {$28.00} as the charge was at a restaurant local to me, but I asserted I did not go there on the date. XXXX spoke to the rep and had the smaller charge also included in the rebuttal. The rep on the phone said she felt like the charges should be approved and we should have a response within 2 business days. XXXX let me know she would check on the rebuttal and call me with updates. I did receive updates from XXXX, however the first rep told her the XXXX business day time frame was not correct for the rebuttal and refused to give a new time frame. XXXX called me almost every 2 days from XX/XX/2022 to XX/XX/2022. After I did not hear from XXXX for a few days ( She was on vacation ), I called the Truist fraud department on XX/XX/2022 asking for an update. The rep was very rude and told me the rebuttal was denied. When I pressed and asked for the reason, she at first started to talk over me and say I needed to handle this with the local courts. When I begged her for the reason she said " because the merchant had a receipt. '' I was upset and incredulous and tried to ask more questions, begging the rep " please please please '' as I cried, and then she hung up on me. Because I called during my lunch break, I took the rest of the day off of work and went to a Truist branch local to my work. The banker XXXX XXXX listened to my story and was very concerned at the lack of evidence for the denial. She called the fraud hotline and asked what could be done. The rep told her that the Truist fraud team would not do anything else and I had to go to the court. She asked for the evidence information to be sent to her so I could have the merchant details and to review it. She was sent only one page on the {$400.00} charge. The receipt did not have any relevant merchant information. There was no address listed ; just a city state and zipcode. Also, the receipt only had my phone number. My name was not there. my card information was present, but not my zipcode or the CVV code for the card. The summary written by the investigative team amounted to that I consented to the transaction by entering my card and billing information on a secure website. I have disputed the transaction from the beginning that my card information was stolen and that I did not make this transaction. XXXX also found out that the {$28.00} fraud claim was approved. So She asked why XXXX was approved and not the larger claims for {$400.00} and {$550.00}. XXXX was not given an answer. XXXX did help me submit a formal complaint through Truist, but I have lost all faith and trust in their phone customer service departments to handle anything. It is clear they have no viable evidence and are withholding my money. My phone number should not be a reason to deny my claim, especially with a card processor like XXXX which saves this data with card information. Also, I learned that the merchant is a tattoo artisit. I do not have tattoos and neither does a majority of my family. The family that does lives hundreds of miles away and I would never purchase almost {$1000.00} worth of tattoos for them. Truist has completely lost my faith and trust. My money is not safe with this company. I was going to close my accounts with XXXX, but another client walked in as XXXX was finishing my complaint. Coincidently, this client was also in tears over a fraud issue, saying the fraud team on the phone would not help her. I will most likely look into closing my accounts in the near future because my money is not safe. If they will deny my claim over a receipt ( which any business can save ) and my phone number ( which can be easily found or saved with a card processor like XXXX ), then I will not be safe from any future fraud that may arise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was at the bank in XX/XX/2022. Requested to close accountt. As i found out later my atm has beed closed but my acount is still open and i can not drow my funds. bank accepts my sis payments and holds my funds charging me monthly fee. I called customer care they told me my card has never been activated which is ludicrous since made withdrawals in the past. I on the XXXX coast and I can not get my card replaced not get the money since I don't have any other income
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My wife, who handled our finances, passed away very recently. In her absence I have been acquainting myself with our banking situation, among other things. When I open our Bank 's website ( Truist Bank ) I am given three figures : Our checking account balance, our " Ready Line '' balance, both of which are fine, and our Visa card balance, which according to their statement is $ XXXX. Since I am very careful about always maintaining a positive balance in my credit card account, I did not understand what the {$15000.00} figure is all about, so I called the bank. They explained that it represented the accumulated fees from each use of my card, something that is not explained in any of their literature. Further questioning revealed that their fee for each transaction was between 14 % and 15 % of each trans-action. There is no mention of the size of their fee in their website. I said " If I owe that money I guess I will have to begin to pay it down monthly. '' " Oh no, '' she said, " We do not accept installment payments of this amount. It must be paid in full! '' The above information is the reason for my complaint. First, there is no information explaining how the bank calculates their fee, nor the amount of the fee. And Finally, I am a XXXX widower, living for the most part on social security. There is no conceivable way that I can come up with $! XXXX. It also amazes me that this fee has been accumulating over a very, very long period and the bank has never indicated that it is overdue. Moreover, I find it interesting that there is no way in their system to transfer any funds into that account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20817
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Getting the loan
Subissue:
Consumer Complaint: My consumer rights have been violated by XXXX on XXXX XXXX I entered into an consumer transaction with XXXX however on XX/XX/2022 received an adverse action that they were unable to approve my request I forward them my complaint that I have attached to complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Since this company Bb & t merged with suntrust they have been hitting me with XXXX dollar overdraft at every single chance they get. I was laid off from my job on XX/XX/XXXX and I am now XXXX. This company obviously does not care about their customers one but. I deposited a XXXX dollar check last week on the XXXX and they put a 10 day hold on my check. They are now charging me nsf fees for reoccurring payments and their XXXX dollar monthly service fee. This company basically makes up their own rules. Their fraud department actually said it was at the local bank manager XXXX XXXX discretion to release my funds and when I begged her to do so she was extremely nasty about it. She said I will not release the funds because in the last XXXX years you have XXXX nsf fees. Most of these fees were caused by their merger that completely screwed up my accounts and there were times I had no access to the app or money through my atm card. This company caused so many issues to my account when they merged and then I paid the price. I was laid off last XXXX in XXXX because of COVID and now this past XXXX due to the mortgage industry rise in rates and extreme volatility in industry as well as my becoming XXXX after being hit by a car while walking my dog. I feel I have been treated extremely unfair and I do not think this company should be able to be unavailable in anyway for days and days and because of their merger charge me excessive fees than because of these excessive fees prevent my having access to a XXXX dollar check that I was desperately in need of. Since COVID I have had to live in a hotel and then I lost my job twice this company should have some compassion for these unforeseen and uncontrollable issues I have experienced!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28031
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A