Date Received: 2022-06-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This company never answers my calls they leave me on a silent hold or hang up, I called to dispute a charge from XXXX due to the fact that XXXX never provided me with the services then deleted my account when I didnt even do anything which could have had them delete my account, I read all the terms throughly. I want my debt paid for and me not having to pay them back at all for any money, I can never get ahold of them and even if you all fix this problem they will continue to do it, I want the debt paid for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: XXXX, XXXX My Suntrust Bank credit card received suspicious charges, so I contacted Suntrust card services by phone. The suspicious charge was deleted, and the card service employee suggested my card be discontinued and a new card issued to me. I told her that my wife and I had several credit/debit cards with Suntrust, so simply discontinue that card and that account, which ended in XXXX. She agreed to do so. No further statements were ever received by us regarding that account. Beginning XXXX, XXXX, Truist took over accounts of Suntrust due to merger, and immediately I received an annual charge of {$89.00} on the above referenced account. I WROTE a letter to Truist card services stating this was an inactive account and the card no longer existed. After receiving two more statements, now with late fees, I CALLED Truist card services explaining that these were charges on an inactive account, and while explaining that she was showing the above account to still be active, told me Truist has a policy of NOT crediting annual charges. She said she deactivated the card ( the same thing I was told in XXXX of XXXX ). I've just received yet another statement with another late fee. This is an internal mistake by employees of the bank card services. I'm not paying fees on a credit card account which should NOT have existed as of XXXX, XXXX. Again, following our conversation in XXXX of XXXX, no further statements or activity were received by me, nor sent out from Suntrust Bank... the matter was closed. Truist refuses to address this situation, but harrassingly continues sending me monthly statements plus late fees on a non-active account. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31405
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: This complaint is a follow-up on CFPB complaint XXXX. In this complaint, I requested Truist Bank to close all my accounts and refund the {$72.00} in NSF fees incorrectly charged to my account and now to refund the {$20.00} check account maintenance fee that Truist Bank has charged me because they have not yet closed my account ( s ) as requested in CFPB complaint XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32751
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I encountered several fraudulent transactions from my account which means that they were done without my knowledge. I am writing this letter to dispute these fraudulent transactions on my account that I did not authorize. As I have stated on my numerous attempts to contact Truist fraud department, I did not make or authorize the following transactions : 1. XXXX ( check ) {$9500.00} 2. XXXX ( XXXX XXXX XXXX {$2000.00} 3. XXXX ( XXXX ) - {$2000.00} On XX/XX/XXXX I noticed that there was fraudulent activity on my account, so I immediately contacted Truist to report it. After many attempts at calling ( which I have my phone records to prove it ) I even visited XXXX different branches who told me that they could not help me and to contact the fraud department. After being directed to this number and that number and the unbelievable wait times, not to mention that your fraud department is closed on the weekend instead of being able to reach someone XXXX like most banks. I was finally able to speak to someone. At no point during this conversation did I dispute transactions that were prior to XX/XX/XXXX, but for whatever reason the person I spoke to put in a claim for transactions and bill payments that I make every month, and that was made prior to the fraudulent activity and as a result all those legit payments was reversed and then refunded to a negative account. So now not only are they trying to ruin my good name, character, and integrity, they are trying to make me the scapegoat for their lack of security and for Truist dropping the ball. I believe that Truist is trying to stick me with these astronomical transactions that I did not authorize. Had the Truist team done a proper investigation theres NO WAY that they would have come up with the conclusion that these transactions were authorized. Who even makes a mobile deposit with a check for such a large amount, and if they had even looked at my deposit history they would have seen that I have NEVER made a mobile deposit throughout the XXXX years that I have been banking with Truist. Isnt there typically a hold on a out of state check, and per my conversation with XXXX XXXX from fraud communications on XX/XX/XXXX she stated that the {$9500.00} check was rejected, so please explain to me how a XXXX and XXXX XXXX XXXXayment was able to be withdrawn from my account on funds that were not there? Why does my account have a negative balance of over XXXX dollars if the check was rejected and why is there a negative balance on a check that never cleared. Had truist investigated the IP address of the phone that was logged into my account, and I have provided Truist with proof that I was alerted that there was a new login from a new device. On XX/XX/XXXX I spoke to XXXX XXXX, she requested additional information so that my claim could be reopened. I emailed her the information that she requested and I have yet to receive a response from her. I reached out to her again on XX/XX/XXXX and still no response. So you see my frustrations, everytime I try to get in contact with someone from the fraud department, no one has the answers to these questions for me and they seem just as confused as I am. I would appreciate that you look into this matter because up till now I have had little to no effort from Truist to get this dispute resolved. Currently law enforcement is working diligently to help me prove my innocence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28303
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Actions I have taken : Successfully have had all Late Fees waived and reimbursed to my account Disputed with all three Credit Bureaus with no luck ( Still waiting on XXXX results ) Filing complaint with CFPB Filing complaint with FDIC I would like the Late payment on XX/XX/XXXX to be taken off my credit reports bringing my account back into excellent standing. Considering my payment history prior and everything thats happened in the last XXXX years, I do not think this occurrence accurately reflects my trustworthiness as a borrower. Due to Covid Hardships, having recently graduated masters and moving countries during a pandemic, Truists ( BB & T ) XXXX month delayed and defective autopay system and the insufficiency notifying its customers of most recent account standings- My first bank/checking account is with BB & T ( Now Truist ) -which opened in XXXX. I opened the " Flexible Spending Credit Card '' account with them on XX/XX/XXXX. This account was closed in XXXX, ( with current status and no missing payments ) reason being : Fraud. I moved to the XXXX XXXX in XXXX for a two-year XXXX ' Program. Sometime after moving, I realized that the card was used a few times in NJ. Over the phone, I was told that I HAD to close the account as this was the best option. Not knowing much about how credit worked back then and thinking I could just reopen the exact same card once I was back in the states, I agreed to this option. Looking back I was ill-advised by the agent and my credit score suffered for it. Fast forward to the end of XX/XX/XXXX ( Pandemic ), I am now moving back to the states with no money, car, place to live, job, job opportunities ( in my field ), or job history for the past XXXX years. The first thing I did was try to reopen the BB & T " Flexible Spending Credit Card '' and was informed that it does not work that way and that I'd have to apply again for a whole new card. Great. Fortunately, my credit score was sitting around 760 and there was a 0 % promo offer for their new visa rewards card for the first 12 months. I applied and was approved for a {$15000.00} Credit Limit. This was the perfect situation. The 0 % promo was a gift and the only relief I received during re-integrating my life back into the states. I would throw everything on this card, and pay the minimum while I worked to re-establish myself. I charged all my living expenses to this card : Groceries, XXXX, and XXXX flights to California ( all of this can be confirmed via my bank statements. Will send upon request ). The Truist ( BB & T ) Checking account had been killing me with the required minimum maintenance fees for years and even more so now. In order to combat that, I went shopping for a No-Minimum requirement fee checking account. Ended up opening one with XXXX. Not only did they have {$0.00} Minimum fee requirements, but offered % XXXX Cashback for Checking accounts! Of course, it was an easy no-brainer. In the month of XX/XX/XXXX, I switch over the autopay checking account from Truist ( BB & T ) to Discovers checking, so that payments would be taken from there and I planned to finally close the Truist checking account ( with the min fee requirement ). I move to California in XX/XX/XXXX ( Pandemic ), living in hostels and XXXX. I now have XXXX more additional 0 % XXXX added with various banks in order to offset some of the utilization and have more credit available until I start working and can pay it off. Mind you, not only am I moving countries during a pandemic but also moving from my home state ( NC ) to California and financing a car. All within 2-3months. No help other than these 0 % APR Promo cards. XX/XX/XXXX California, I am employed but between work-related Covid shutdowns, getting XXXX myself, and flying back to NC to help a family member who was hospitalized due to XXXX, I could only afford my income going to Rent and continue using CCs with 0 % APR to survive otherwise. I arrive in NC, at the end of XX/XX/XXXX ( to help a covid-sick family member ), and my Visa Rewards with Truist ( BB & T ) , is DECLINED. In my mind, the only thing it could possibly be was a fraud issue because they had frozen this card a couple of times within the last months due to the different states/regions I had been in. I decided to wait until I got back home ( California ) to call Truist because I know from experience I will be on hold 1-1.5hr easy before I speak to someone. Sometimes, Ive waited over only to be hung up on before Im able to speak with the agent. With having to take care of family members and kids at this time, the brutal phone process with Truist ( BB & T ) was not something I had the time nor mental space for, so I just used the other credit cards that I had recently opened with 0 % promo offers. I call XX/XX/XXXX to have my card unfrozen due to fraud, and Im informed that the reason for the card being declined was that no payments were made to the card for almost two whole months. Im shocked. Not only does my score drop 230+ points but my credit limits on two different credit cards decrease by a total of $ 7k! I had no idea how to respond - Ive never been late before and had no inkling that that was the reason. After fumbling around my words/thoughts on the phone with the Truist agent, I pay the bill in full. For the two months that my autopay was inactive, the only correspondence they sent was via snail mail to an address, I was no longer living at. No email, text, no phone call, or alerts via the app. On the phone call on XX/XX/XXXX, I make all the necessary payments to bring my account into good standing and I also have them set up my auto payment because I did not trust their system to do it via the mobile app or website. A few weeks later, XXXX made aware that that payment over the phone on XX/XX/XXXX did not actually complete resulting in yet another new late charge on XX/XX/XXXX. Again NO phone calls, or alerts! Even handling it over the phone with an agent still didnt afford to notify me right away when something went wrong! I think its reasonable to say throughout every phase of this situation with Truist, that none of this was on purpose and I clearly intended on paying my bills on time as I had done so for the last 10 years. On XX/XX/XXXX This call results in me now paying two-three months ' worth of pay plus the fee. Also, on XXXX report, it is reporting this XXXX late payment as 60 days late, not 30. XXXX didnt update this as a result of their investigation. In XX/XX/XXXX, once again the autopay system strikes again, this time on your end. My auto payment is canceled by your system and Im hit with another late payment. Truist did gracefully accept fault for this and reimbursed me the late fee, but sadly it still shows up in this year 's incurred late fees section on my bank statements. Luckily, I had been keeping an eye on my account because the letter sent informing me of this system error, I received well over a month after my payment was due. I cite this incident to point out that mistakes can happen, even in near-perfect computer systems. The difference here is that I am human ( destined for mistakes ) with lasting consequences to my credit when honest mistakes do occur and no chance to rectify them before it's too late. Please I ask having been a loyal Truist ( BB & T ) customer for over 13 years, opened my first checking account here - to show leniency. Help in striking the XXXX XXXX late payment from my credit reports. I will be forever grateful and promise to be diligent in making sure future payments arrive on time as I had done so thoroughly prior to this incident. In addition - I have paid down the FULL Truist Credit Card balance as of XX/XX/XXXX. I went from a balance of $ 10k and now its at {$0.00}. Which was no small feat as a recent Grad student returning home from a different Country during the pandemic. This late payments incident of fall XXXX, XXXX XXXX XXXX, snowballed from a rational attempt at switching my Autopay Payment account from a required minimum, fee-based checking account ( Truists ' ), to a no minimum Checking account ( XXXX ). I was not made aware of the unique time delay it would take Truists ' autopay to kick in. The over-the-phone transactions/autopay setup with Truist representatives ( XX/XX/XXXX, XX/XX/XXXX ) left me an assurance that everything was squared and in proper order. If a payment is reversed or an autopay fails, I strongly believe snail mail should not be the first course of action to deliver the notice. Not only the first course but the ONLY course. In regards to this specific, crucial time-sensitive, account activity that has a major impact on future financial decisions/opportunities, for years down the line- I had the expectation that it would be treated as such. Snail mail alerts provide no opportunity to rectify honest mistakes. Even more so since the delay of the US postal service caused by the pandemic. The thought that I will have XXXX years before it falls off my credit report is worrisome. Not to mention, the credit-dependent products ( House, Car, Credit Cards ) I do not qualify for in the meantime due to it being on my report and having an insufficient credit score. Considering my prior excellent payment history, the attempts at rectifying issues once made aware, and the pandemic thats happened in the last XXXX years, I do not think this accurately reflects my trustworthiness as a borrower, and I humbly ask for Truists ' help in rectifying this. Thank you to those at CFPB and Truist Bank who have taken the time to read my story and invest efforts on my behalf.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I divorced my husband XX/XX/XXXX. According to our XX/XX/XXXX divorce decree each party was held liable for property in said possession. I moved to Texas from AZ. The vehicle was in my husbands possession in Arizona. He did not pay the loan on the vehicle. In XXXX of XXXX, he allowed Regional Acceptance to repo the vehicle. That repo hit my credit, as I was the primary and my ex husband the co signer. I reached out to Regional Acceptance and all XXXX credit bureaus for removal according to a legal document stating ownership.I notified Regional Acceptance that he was not going to pay them, that I lived in Texas, that I was not in possession of the vehicle. I personally hired a repo man to repo the vehicle for me, but was unsuccessful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76012
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My rights have been violated and the following laws broken : 15 U.S. Code 1681 ( a ) ( 4 ). States I have a right to privacy 15 u.s.c. 1681 section 604 ( a section 2 ) ( a ) In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the written instructions of the consumer to whom it relates. 15 U.S. Code 1692c ( a ) Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt My right to privacy has been violated. I did not give written instructions for my information or report to be furnished to this company ; nor do they have my written instructions to report my information to the Credit Bureau. This company does not have my consent to communicate with me. Reporting to the Credit Bureaus is a form of indirect communication and harassment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75228
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Truist Bank refuses to remove the PMI on my conventional home loan. I have followed their directions, and they returned my {$150.00} check. According to XXXX XXXX ( the servicer of my loan ), my current LTV is under 60 %. All conventional loans should have PMI removed if the payment history is perfect and the Loan to value is below 78 %. Truist Bank wants a list of " improvements that are substantial in value '' without any definition of what they consider substantial. This is a subjective term that was never presented during my loan terms, and closing documents of my original loan. I sent my check for " XXXX '' of {$150.00} on XX/XX/2022. I just opened the mail today coming back from a vacation to see that returned my check and refuse to consider dropping my PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Two issues. I deposited a {$620.00} check on XX/XX/XXXX and rather than return the check to me so I could have the payer reissue it properly addressed.Truist Bank launched an investigation and determined my {$620.00} deposit would be possibly available to me as early as XXXX. In the meanwhile there was an unendorsed fraudulent check for {$4900.00} deposited in my account. The Bank caught this and blocked my account. This is the ONLY reason I went thru several weeks of them sending the {$620.00} back to the maker to reissue and close my account. However, the bank refused to give me the remaining balance; charged me {$12.00} for processing the {$4900.00} fake check and to date has launched another investigation than could take up to 6 weeks to determine if I should have my account balance of {$26.00} less the {$12.00} fee for processing a check I had nothing to do with. This after Truist had me sign a ( notary public ) affidavit concerning this fraudulent check. As of today it was unclear if and when my small amount would be returned to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20007
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: We used to have a Suntrust account, and since the transition to Truist completed, Truist has been adding in fees, with no notice. This feels even worse because for MONTHS there were marketing contacts, including messaging on the website opening page, about how nothing was changing with your accounts except that you had to go to a new website to access them. First, they added a monthly maintenance fee to a checking account that had always been free. Along with that, they changed the requirements for waiving the fee -- upping them of course, to the point where they are not within reach for a retired person. They also switched a " money market '' account to a checking account ( without providing any checks -- or notice or even acknowledgment ), with an even lower interest rate attached. Now, they've added a fee for every time we transfer money to another account via the website. I have not even called in to Truist about these transfer fees, because the result of calling in about the addition of monthly fees ( with no notice ) was so frustrating in ineffective. Furthermore, when I call the XXXX number, they told me to call the branch. The branch told me to call the XXXX number. In fact, calling the branch nearest us, where we go for in person service, just automatically sends you to the XXXX number -- no one answers at the local number we dialed. We ended up calling around to other local branches until someone answered somewhere -- and then told us to call " our '' branch, and the XXXX number. Back on the XXXX number a representative agreed to refund one month 's fee on the account, but advised they are only allowed to do that one time per 12 months, and that they could not eliminate the fee on the account, nevermind that the account ( which we've had for probably more than 10 years ) had never had a fee and Truist never advised one would be added. In fact, if I hadn't gone on the website to check something else about the account, on the exact day the fee posted, I might not have known about it until more than one month 's fee had been charged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10471
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A