Date Received: 2022-06-15
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: I went to my bank Truist to access my safe deposit box. The keys I had would not open the box. I have {$89.00} in a savings account. When I asked for my money I was told by a bank officer that I owed {$15.00} for the box and if I paid {$15.00} I could have the rest of my money. This did not make sense because I couldnt get into the box. The next day I spoke to the branch manager and he said I closed the box in 2018. I asked him if he could prove that because my signature card was still on file. He said they had the keys to that box and it was empty. I left my {$89.00} in the savings account on the hope that if I owed money for the box and they were able to locate the contents I would be able to pay the money if I owed it. Previously the fee for the box was automatically withdrawn fro the savings account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: For the last two years, Ive requested claim documentations from Truist bank. Ive filed claims for purchases to vendors or businesses that didnt render services or faulty product that was received or damaged. Suntrust would file claim over phone but no documentation would be provided not online/ not in mail/ not over phone. I would call months later or see on my online statement that the claim was denied with no documentation of why or what transpired. I have made multiple attempts to retrieve and resolve these through phone/email/social media communications with the company and just with response enough to look as resolution is being made. Ive lost money and resources because of this and also wrote to the Fdic because since small claims can only go so far and other consumers are complaining and results on web search engines is providing recent complaints and stories from other consumers from Truist/suntrust with similar issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94607
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist Mortgage is holding my escrow money hostage! I closed on the sale of my condo XX/XX/22. They said they sent the first check on XX/XX/22 to my old address ( the one I sold ). I should have gotten it before I moved. Then, I called on XX/XX/22 and they reissued a new one to my new address on the XX/XX/22 and I havent received it. Neither check has ever arrived. I have, however, received information on the close of my loan that was forwarded from the old address, so forwarding is working. I called again today XX/XX/22. They tell me that they cant ACH. They cant XXXX. Every time a check is issued, I have to wait 30 days after the issue date to void and reissue. Then, I have to wait up to 9 business days for the reissue and then it gets mailed via USPS again. It is an endless loop of the same process. It has been XXXX days since I closed my loan. This is dangerously fraudulent. It appears as if they are using people 's escrow money to manage their cash flow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76135
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: My name is XXXX XXXX ssn XXXX XXXX XXXX. An account was opened with Truist that I do not have an account number for as I did not open it. I have requested now twice for the account to be closed and they since have sent me information on my new account. When I asked to speak with a manager they did not comply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85340
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Truist randomly froze my account, I could not get them to unfreeze it on the day because I didn't have my bank statements from my other banks. Now they've frozen the account but refuse to send me the check for the little over {$1000.00} in my balance forcing me to go to the branch. The closest branch is a XXXX hour drive away and I simply don't have the time. Truist does not give any option to authenticate over phone no matter what. Their wait times are atrocious and it's simply impossible to get them to give me back my own money. At the same time, their terrible tech system keeps sending me emails about " your account is fine this month! '' as if it's still opened. Their customer service thinks its open, but their other fraud department says its closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited check on XX/XX/XXXX. Called on XX/XX/XXXX to confirm deposit would be available. Representative and manager confirmed funds would be accessible XX/XX/XXXX. Bank put additional hold on funds which can not be undone ( per representative ). Funds nit available until XX/XX/XXXX at the earliest per representative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened an account in XXXX with Truist bank, using a {$500.00} promotional code. If i were to deposit {$1000.00} and make 2 qualifying {$1000.00} deposits in 90 days I am to receive {$500.00} bonus in my account. I deposited {$1500.00} initially and set up a monthly direct deposit of {$1500.00} a month, which deposited three consecutive months in a row. I fulfilled all criteria to receive my bonus and even told Truist they neglected to pay me, they haven't taken care of it. Yet another bank that has to lie to get customers ... How many babies will commit fraud before you fine them?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19601
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I recently received a letter in the mail stating that an account has been closed however I did not open said account. I contacted the bank and they informed that someone tried to open a checking account using my SSN via the internet. Thankfully it was closed before any deposits or transactions were made. I have also been a victim of identity theft back in 2015 when someone successfully filed my income taxes before I did. I found out when I tried to file and received a notice from the IRS that it was already being processed. Because of that, I now have to file my taxes with a unique security code so they know that it's actually me processing. Sucks! That both were done online and hard to find who is responsible but with the help of technology we now can track IP Addresses to find these bandits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Truist Bank allowed fraudulent XXXX transactions on my account without notifying me through email or phone notifications. I did not authorize these transactions. I repeatedly explained to them that I did not authorize these transactions, to which they claimed that I did. Truist allowed this criminal to drain my checking account of my financial aid refund, that I need to pay for school supplies. I have no current funds, as my account is frozen. I am a student who is unable to afford the basic necessities to live, nor can I pay any of my required bills. I now have to take a leave of absence from school because Truist allowed my government-funded loans to be stolen, and am facing homelessness. The negligence of this bank expands to the fact that they allowed this criminal to be able to transfer funds that exceed the daily amount of {$2000.00} that can be transferred through XXXX. Another example of their negligence is I went into a Truist branch to speak to a bank teller who reassured me that my funds would be returned to my account and that none of the current pending fraudulent transactions would post. That was a lie, and even after they blocked my account, they allowed further fraudulent transactions. The lack of care and empathy that is given to those who entrust their money to this bank is unacceptable. Throughout this entire claims process, they were extremely unprofessional and quickly denied my claim without thorough investigation. I sincerely hope that this complaint will help me achieve justice because not only was my financial aid refund stolen, but also my ability to attend school.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: My gap coverage sent Truist a check to pay off the loan, there was money left over to be refunded to me. Truist cashed the check and kept the money that was to be refunded. I've submitted complaints and Truist responded they didn't receive the check. The gap company sent me proof that the check was cashed by Truist bank, so their response that they didn't receive the check is a lie. I have everything Truist sent me denying that they received the check, I also have proof they cashed the check in XXXX. I now want to discuss damages in the form of mental anguish, and inconvenience for the past 3 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A