Date Received: 2022-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, a payment of {$3200.00} was made from my escrow/insurance account to an unauthorized XXXX XXXX. Then on XX/XX/XXXX, a payment of {$3200.00} was made to my insurance company XXXX XXXX XXXX. XX/XX/XXXX I received an escrow analysis with the news that there was a negative balance in our escrow account due to the payment to XXXX XXXX under a person named XXXX XXXX XXXX, with whom I have no relationship. Because of this error, our monthly mortgage was dramatically increased from {$840.00} to {$1100.00} starting the month of XX/XX/XXXX. My efforts to resolve this matter began on XX/XX/XXXX, at which time I was informed that a refund would be placed back into my account after seven to ten business days. During XXXX and XXXX, I struggled to get any answers after weekly conversations, transfers, and escalated promises and no resolution. In XXXX I spoke with XXXX, a SunTrust representative from the insurance department, who I had previously spoken with helped me contact XXXX XXXX. and request a refund of {$3200.00}. On several occasions during XXXX requests for upper management were sent, with no follow-up to me. Thankfully after another conversation with XXXX and XXXX XXXX, we were able to receive the {$3200.00}. These monies were deposited into our escrow account on XX/XX/XXXX. XXXX XXXX, a supervisor in the insurance department, requested a new escrow analysis on XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX stated, " she would help me take care of the problem '' she sent information to upper management. Another phone call on XX/XX/XXXX, to XXXX XXXX, placed another request to upper management with no avail. There is an overdue balance due to the error on SunTrust/ Trusit from our escrow/insurance. This outstanding bank error needs to be resolved. The month of XXXX we paid {$900.00}. When our monthly statement requested the amount of {$1100.00}. When our XXXX payment of {$850.00} was received part of the payment was combined with the " missing monies '' from XXXX. The {$850.00} from XXXX was then combined with the " reserved '' money from XXXX. This trend has continued and shows an overdue balance in our account which also has incurred monthly late fees. These fees have continued to be waived with a monthly phone call while the overdue balance still exists. In addition to the monthly phone call, I have been calling weekly since XXXX XXXX. The time and energy I have spent to resolve this bank issue is unacceptable. In attention to all of the above, I continue to get threatening collection calls almost daily and monthly letters from the mortgage department. Below are dates and notes from my phone conversations. XXXX dates were not documented in hopes that the issue would be resolved quickly. They were weekly XXXX XXXX XXXX XXXX XXXX from the insurance department and I spoke to someone from XXXX XXXX who sent XXXX XXXX from XXXX XXXX to SunTrust/Truist XXXX Was told my issue was being reviewed by the expediting department XXXX Spent 30 minutes on the phone and was disconnected and never called back XXXX XXXX and I spoke to someone from XXXX XXXX a check was sent from XXXX XXXX XXXX XX/XX/XXXX and the check was never received by SunTrust/ Truist. SunTrust told me to call back on XX/XX/XXXX XXXX SunTrust did not receive the check from XXXX XXXX , Upper management requested XXXX someone called to collect the overdue balance. I was forwarded to the insurance department and no check was received. An email was sent to upper management. XXXX XXXX and I spoke to someone from XXXX XXXX check was sent on XX/XX/XXXX to SunTrust XXXX XXXX XXXX canceled the check and sent a new check to our home XXXX I received a check from XXXX XXXX for the amount of {$3200.00}. The amount was then deposited into escrow. XX/XX/XXXX XXXX XXXX was informed about the banking issue. XXXX XXXX, an expediting representative was contacted. An email was sent to upper management XXXX Talked with XXXX who was taking care of the problem, sent an email to upper management. XXXX XXXX XXXX Email sent to XXXX to call me because she had left for the day. XX/XX/XXXX - XXXX contacted me to report no updates Email was sent to upper management. XX/XX/XXXX - XXXX ws out of the office. An email was sent to XXXX ( small manager ) and XXXX XXXX Spoke with XXXX XXXX from client services, she was looking into the issue XXXX Spoke with XXXX from insurance told me someone would call me back XXXX Left a message for XXXX to call me back XXXX Left a message for XXXX to call and asked for someone in upper management XX/XX/XXXX - Sent an email to XXXX XXXX A phone call from XXXX XXXX left a message XXXX Called the phone number but was told they dont know this person and cant connect me. XX/XX/XXXX A phone call from XXXX XXXX left a message at XXXX. Called the phone number back and spoke with someone who told me that her supervisor would call me back. On the phone for XXXX mins. Off the phone at XXXX XX/XX/XXXX XXXX XXXX XXXX FL ) from client services called me and set up an appointment for someone to call me from exclusive services and gave me the case number XXXX. XX/XX/XXXX XXXX called to report no update XX/XX/XXXX a letter was received stating that the account was being looked at. XX/XX/XXXX XXXX XXXX called to report no update XX/XX/XXXX XXXX called to tell me that I needed to pay the missing amount. XXXX has been placed on my account to research information. I asked to speak with XXXX about this issue. XXXX called later the same day. She informed me that she will be emailing the concerns to the concern department to discuss further options and see if they are willing to correct the issue. Overpaid money was pulled from the escrow account to cover the missing in our principal. XX/XX/XXXX Switched insurance companies a letter was mailed to Truist to inform them of the change. XX/XX/XXXX Truist paid my old insurance company along with the new company. Over draft of escrow account. XX/XX/XXXX I contacted the old insurance company and received a check. I paid overdraft from old insurance company into Truist escrow. Asked for a new escrow analysis. XX/XX/XXXX A payment of {$850.00} was made for the mortgage. XX/XX/XXXX called to cancel escrow. Was told that I could not cancel the escrow because our account needed to be delinquent free for 24 months. Asked for a new escrow analysis. I was told to call back in a week to get new escrow account information. XX/XX/XXXX Received a letter that we didnt pay enough money for the month. Called to pay the {$65.00} difference. Asked for the unapplied funds to be put toward our principal, interest and escrow. Asked to cancel the escrow. Talked to XXXX in escrow. Was told that I could not cancel the escrow because our account needed to be delinquent free for 12 months. Mail a form to fill out to cancel escrow. Will take 15-20 business days to complete once the form is received. XX/XX/XXXX received a letter stating that our escrow account can not be closed due to delinquent payment history XX/XX/XXXX Received a mortgage account statement letter with a double monthly payment, XXXX. Statement shows that the {$850.00} and the {$65.00} are in the unapplied funds account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 395XX
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: Trouble during payment process
Subissue:
Consumer Complaint: Truist Bank is incorrectly calculating the interest and principal portions of my fixed rate 20 year term amortizing HELOC. I have repeatedly contacted them both on the phone and in person at a branch location. Each time, they say they will look into it and get back with me but so far nobody has contacted me back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32746
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2022, I entered into a Deferment Agreement with Truist Mortgage. The agreement was to have all missed payments and fees moved to the end of the loan. I would have to make a payment of {$1200.00} and sign paperwork and send it by email. I signed the paperwork, emailed them to XXXX XXXX, a client service representative. I also spoke with XXXX and made the payment {$1200.00} and received a confirmation number of XXXX. It took more than 14 days for the deferment to process. When I received the first statement after the agreement XX/XX/2022 ( for XXXX payment ) the deferment did not appear. I called and spoke with XXXX and she insured me that once it mailed the deferment would show. When I received the Monthly statement for XX/XX/2022, it didn't. Then when I received the XX/XX/2022 statement it showed the deferment but there was a fee of {$2500.00}. Under item XXXX on the deferment it stated that " any late fees will be waived by the Servicer ''. When I contacted Truist with several calls and emails regarding the fees being deferred they said they were fees from BB & T Mortgage before the merger. The fee amount changed during the deferment and portions forgiven. Why wasn't the remainder forgiven or deferred?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: We started with thus loan in XXXX at the price of XXXX. As if to date XX/XX/XXXX we still owe XXXX, XXXX 7 years later. We have yes asked a five extensions due to covid but have been making payments of over {$400.00} a month on this vehicle and we have only had a little over XXXX dollars put towards principle. There is a problem. There are 24 other people that we have on a list that are going through the same issues as we are and hundreds more on Consumer reports concerning Regional Acceptance. Our Vehicle is still in the whole. Need help. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Unauthorized charges were made on my account with Truist I advised of a lost phone and wallet at the time and identity theft and they still charged my account. I have an affidavit that is notarized that my account or identity was stolen at the time and had a previous identity theft note on my credit just lifted before opening the bank account. I know it is against consumer law for them to charge me for checks that I didnt authorize or use.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37115
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: A payment was made to SunTrust on XX/XX/2022. SunTrust has merged with Truist, who has failed to reconcile the account and payments. All documentation, including bank transfer receipt has been provided on multiple occasions. Truist continues to show the account as past due and is reporting the account delinquent to credit agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX I was informed that my vehicle was out for repossession. It came to my attention that my loan ( originally through Suntrust ) was now owned by Truist and that my payments had stopped auto drafting. I was told to send a transfer in the amount of {$2000.00} for next day and did so, confirmed by my bank. On XX/XX/XXXX, my vehicle was repossessed. I did not find this out until XX/XX/XXXX when I returned back from a trip. When I called Truist bank, they told me that I was still 100+ days late on payment and that they could not find my payment. I provided them with trace numbers and various other details confirming my payment, however, they refuse to release my vehicle to me until their research team is able to locate and post my payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27603
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was transferred to Truist on XX/XX/2022, with our first mortgage payment being due on XX/XX/2022. At the time our mortgage transferred, we had money in our escrow account to cover the quarterly property tax bill, due XX/XX/2022. Before our first mortgage payment, we called Truist to ensure that the tax bill would be paid out of our escrow account on or before its due date ( XX/XX/2022 ) and we were assured that it would be paid. It was never paid. On XX/XX/2022, we received a demand notice from our city for our now delinquent property tax payment due XX/XX/2022, with interest accruing daily and a late fee. We called Truist immediately on XX/XX/XXXX to sort it out, spoke with no fewer than 5 different people and 3 different wholly inoperative machines who were incapable of giving us a direct answer. To be specific, the machines were unable to accept any input, i.e., it would repeatedly ask to enter the account number and then would be unable to read the account number input on the keyboard -- this resulted in hearing a continuous unhelpful loop with no potential to speak with a person or even machine that could help. Further, there were two instances where they transferred us to completely wrong numbers. In other words, they were trying to push us off the phone as they were unable to give us a straight answer or any answer at all. We have the money in our escrow account to cover the property tax bill and they told us after we were finally able to speak with someone who knew what was going on that ( 1 ) they did not know taxes were due quarterly in our state, ( 2 ) they would open an investigation as to why they failed to pay them and ( 3 ) to call back on XX/XX/XXXX -- 10 days after the demand bill is due and a month and a half after it was supposed to be paid -- to see if they are able to pay it, but that we could also call next week to speak with someone in their tax department. We then called on XX/XX/2022, and they again provided no information. They said they were unsure what happened and would investigate but not that they would pay our taxes out of our escrow account by the due date. Finally, they communicated to us that their mortgage department and tax department are separate and that while they have the information about our loan in their system, they never took the steps to set up the tax payment that they were required to. Our money to pay these taxes is sitting in their wallets and they will not allocate it to our property tax bill. We are now facing the city putting a tax lien on our property and a mortgage servicer who does not even understand the basics of our mortgage. Truist has effectively stolen our money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01970
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/2022 an unknown person opened multiple accounts with Truist utilizing the online portal. I contacted Truist on XX/XX/2022 after receiving a debit card in the mail and they put a fraud hold on the card, but did not close all of the accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a business checking account last month with a promo code at a Truist branch. The promo code is XXXX. I was supposed to receive a {$200.00} promo bonus after completing the requirements of the promo. The requirements were to make a {$1500.00} deposit within 30 days of account opening. So I made a {$1500.00} deposit within the 30 days of account opening. Per the terms of the promo, I was supposed to receive the {$200.00} bonus within 30 days of completing the requirements. I called multiple times before the 30 days were up and multiple times after the 30 days were up and I keep getting the same response that I completed the requirements of the promo and that I'll receive my bonus in 30 days. Every time I call, they keep saying 30 days. I was already supposed to receive the bonus because 30 days have passed after I completed the requirements and I still haven't received my {$200.00} bonus as per the terms of the promo. Please get these people to credit me my {$200.00} bonus already.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77479
Submitted Via: Web
Date Sent: 2022-05-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A