Date Received: 2024-01-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX 2023 i logged into my online banking and saw many fraudulent charges on my account, so I proceed to close the card trought the online banking and then I proceed to dispute the charges CASE XXXXThe system didnt allow to include all the transactions on the claim, so after the claim was submited I sent an email with a letter with all fraudulent charges, until now I dont see all the provitional credit for all the transactions listed on the email. The transfer act, regulation E and Z allows customer to report fraudulent charges by phone, in person or by letter. I tried to call the bank several times and nobody answer, I cant wait more than 30-45 minutes. Please proceed how was instructed, atached goes the letter sent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am seeking assistance regarding an issue with Trust Bank concerning my Business Checking Account. Initially, upon opening the account online, Trust Bank did not provide essential account materials such as a welcome packet or a Deposit Agreement. Additionally, there was no option offered to order a debit card, nor was one sent automatically with the account opening. Furthermore, Trust Bank advertised a policy of no Overdraft Fees, but this was misleading as it applied only to specific accounts, a detail not clarified in the promotions. The absence of initial account documentation left me uninformed about key aspects like transaction processing and posting times, which are crucial for managing the account effectively. During the XXXXXXXX XXXX XXXX holiday, a transaction resulted in an Overdraft Fee being charged to my account. On XX/XX/2024, I contacted Trust Bank for clarification. The explanation provided by the representative was unsatisfactory, as it did not adequately address my questions about transaction statuses and processing policies. It seemed to be her interpretation rather than a clear representation of written policy. XXXX XXXX XXXX XXXX XXXX XXXX, I face challenges in fully grasping verbal explanations. I requested a waiver of the overdraft fee, considering my unfamiliarity with the bank 's processes and the lack of written materials to reference. Unfortunately, my request was denied, and the representative was unable to provide a specific reason for this denial, offering only general contributing factors. I am experiencing considerable frustration due to Truist Bank 's failure to send written information regarding my account via mail. This oversight has significantly impacted my ability to make informed decisions about managing my transactions. For instance, had I received the necessary documentation, I could have determined whether to use my business or personal account for specific expenses. Providing customers with the essential tools and information to manage their accounts effectively is a fundamental responsibility of a bank, and in this case, it feels like this responsibility has not been met. This situation could have been easily avoided if Truist had adhered to basic customer service practices and ensured that I, as a customer, was properly equipped with all relevant account information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been with this bank for 25 years. Over the years it has changed names many times. I have never been so dissatisfied as I have since Truist took over. During the holidays one of my checking account was over drawn by XXXXXXXX XXXX ... 3 times I have over draft protection but my automatic payment on my primary account was not going to be credited until the next day. The XXXX XXXX XXXX Echecks were returned and they charged me XXXXXXXX XXXX in check bouncing fees, the checks were returned to the establishment that the money was owed to and they also charged meXXXX XXXX a return fee. So my XXXX in checks cost me over XXXXXXXX XXXX I called the bank and asked for the funds to be returned, they sent me to the bank manager XXXX. Who was on vacation. She saw me 4 days later and stated they could not return the fees since I had One over draft in the last 2 years. Of course I was furious and told them after 25 years of banking and fees that I have paid for the checking account monthly I would be closing both my accounts. I feel this is poor consumer relations. I will close accounts and be done with this establishment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Fraud charges on debit card & credit card. Debit card cured, immediately. On XX/XX/XXXX XX/XX/XXXX Fraud charges from XXXX and XXXX on credit card On XX/XX/XXXX I filed fraud charges with Truist fraud, More fraud charges from XXXX and XXXX on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX & XXXX each reported and new cards issued. I was told they can see that theyre fraud & after that I also rec notice from Truist stating they were indeed fraud charges. And have only rec 3 credits XXXX {$.00} XX/XX/XXXX {$21.00} XX/XX/XXXX {$.00} Im due XXXX or XXXX ( honestly Im tired of telling this story & dont hv the exact number in front of me ) Rec no credits for late fees theyre criminally charging or interest fees theyre charging, thieves. This is whats went on from XXXX to current.. Got new cc issued. Before I rec new cc same 2 companies charged this new cc, AGAIN. Canceled card, fraud again filed. The above listed credits were issued but like I stated Im due more, apparently they cant count. Issued new card, AGAIN I was charged by XXXX and XXXX bc Truist cant seem to do their job. This same thing went on for XXXX or XXXX cc numbers. I havent used my cc since this issue happened, so this is very easy to see on my cc statement. FYI this isnt the first time theyve done this to me. They seem to get confused bc of all the new cc # s they issue, but very clear on my cc statement. Ive called several times a month with a minimum of 1.5hrs on the phone up to 4 HOURS! Nothing short of Ppl that shouldnt hv a job, Ive asked each time for a supervisor to XXXX, NEVWR NOT ONCE HAS ANYONE called me back. I was able to get a super one day, the 4hr call, & that XXXX conveniently disconnected the call after over an hour & Not one change made to my account. Theyve charged interest and late fees and over the wkend I got notice from collections. NEGLIGENT!!!! Not acceptable they should be charged with knowingly causing DISTRESS & XXXX XXXX & should pay me for my time Same exact thing happened XX/XX/XXXX fraud charge filed for {$99.00}. Credit was issued after investigations on XX/XX/XXXX and bc Truist cant ever seem to do their job, they allowed for XXXX to continue to rec my new cc # s on XX/XX/XXXX I was charged again {$99.00} just days after the credit. I ONCE AGAIN called in the fraud and was given a credit on XX/XX/XXXX and bc Truist is so inept I was charged AGAIN on XX/XX/XXXX {$99.00}. During this time I was very sick and was in & out of XXXX & wasnt able to keep calling every single month, this {$99.00} was paid by a person looking after my responsibilities while I was ill. When I was finally physically able to look at this again in XX/XX/XXXX, I was told it was taken care of already and paid. Well bc theyre so inept and Unable to do their job and comprehend that they need to look into the 3 different cc numbers that were involved with all the replacing, Per Truist demand to replace them. Interest is low at like {$7.00} for this {$99.00} charge, but theyre Literally harassing me. There is NO WAY anyone w a brain cant add and subtract and look direct into my account. This bank should be closed, imo. I only want my money theyve STOLEN, maybe some criminal charges for the theft & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX bc this behavior is unacceptable. People need be fired, including the XXXX at my local branch, shes so irrelevant idk her name but she need GO! Theres also some interest charges from a closed cc ( that was replaced ) that Truist left open on a {$110.00} charge from XXXX XXXX XXXXXX/XX/XXXX charge, credit XX/XX/XXXX,. charge XX/XX/XXXX and credit XXXX, fully credited by the company. However because of this open credit card number that no longer existed and they never moved it to the new credit card number it sat for two months gaining interest and was added on to my Statement balance due. what kind of an organization is this, thats what I wan na know it seems like a bunch of children are running it, or maybe XXXX XXXX XXXX XXXX on XXXX was charged interest in the amount of {$2.00} And on XXXX was charged interest in the amount of {$2.00} The interest I was told it was internal and would correct itself. Well guess what it hasnt. This is nothing short of ABUSE AND HARASSMENT These ppl should be prosecuted, but first I want my money back from these criminals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: Did a consolidate loan with truist bank on XX/XX/2023 located @ XXXX XXXX XXXX XXXX XXXX florida XXXX. Up on signing off on the loan I discover that one of my credit card was close without my knowledge and did not request at any time for it to be close by the bank. What truist did was misleading information to me while I was signing off on this consolidated loan and change up the interest rate on me. I try to speak to miss XXXX XXXX who did the loan application nothing good happen then she turned me over to the branch manager who knows nothing. Thank you XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: The original loan for my vehicle was financed through Truist in XXXX of XXXX. In XXXX of XXXX I refinaced through my bank XXXX and cancelled my XXXX insurance. During this time XXXX cut a check payable to Truist, who cashed the check. Truist was to cut me a check and send it to me. I started reaching out to them in XXXX I have spoken too so many people to locate this refund check. Nobody seems to know whats going on. Calls have been disconnected after me waiting for countless hours ( literally )... just to end up still with no answers. I am exhausted dealing with these ppl. So here I am.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78634
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I opened a checking account at Truist. I deposited {$25000.00}. This was for a XXXX account ( XXXX ) on which I am the sole owner. On XXXX they sent a letter saying they were going to close the account and there was a fraud investigation. On XX/XX/XXXX I went to the branch to check on the status of my account and was told that there was a security investigation for possible fraud and that the bank was closing my account and terminating the relationship. I filed a complaint on XX/XX/XXXX with the bank. All the bank will tell me is that there is an investigation and that I can not access my funds. It has been almost 2 months, I am going to be evicted. At no point did the bank contact me for information nor the issuer of the check. The issuer actually sent me a copy of the cancelled check. When I call the bank, I can get no information on when I will get my funds or what they are actually investigating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Here is my past complinat which tjey are ignoring. They still will not release XXXX to me this has been since XX/XX/2023. XXXX Print complaint CLOSED Submitted STATUS Submitted to the CFPB on XX/XX/2023 PRODUCT Checking or savings account ISSUE Problem caused by your funds being low We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT i sold my house the closing was XX/XX/2023. at the closing i got a truist check ( it was in a businsess name, and when i submitted it to my bank they put my account on lock and withheld my incoming pay. they made me wait 10 more days before they would tell me they they had denied the check, then closed my accounts so i took it to another bank and opened a business account and other accounts with advice from the bank teller on exactly how i should set everything up. i then got a call from Truist stating that everything had been explained to them and i could now take my check back to them and resubmit it. it was too late i had taken it somewhere else. Truist still put a hold on this money and will not release my funds to me, its been its been 41 days now and they will not tell the maker of the check anything or release my funds to me. At this point i need this fixed Now XXXX has put holds on all my accounts until this money is returned to them nad they may close all my accounts. Truist will NOT TELL ANYONE anything and they have ALL my money. Its not their money to keep. View full complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: They reported that my account has been delinquent for 4 months ( XXXX, XXXX, XXXX, and XX/XX/2023 ) and they NEVER made any attempt to contact me. I was making regular payments as they were still just reporting as late. I contacted them about this 3 times and they never responded or gave an explanation of what was going on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94306
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a savings account with Truist bank that is basically a dormant account. I noticed in late XXXX that {$2100.00} had been removed without my permission. An unauthorized payment was made to XXXX XXXX in XXXX. I didn't authorize the payment and I don't know what the payment was for. I called Truist and opened an investigation. They denied my claim saying I authorized the payment, which of course, I didn't. In the denial letter, they said I could request the documentation that led to their decision. I called and asked them to send me proof that the payment was authorized by me. I've been waiting for months, and they've sent me nothing. I have to call them once a week asking for the same documentation. They put me on hold for long periods of time, then say they are submitting another request to the analyst for the proof, but of course, nothing happens, so I have to call again. I also called XXXX XXXX and asked if they could tell me what the payment was for or who it was made to, but when I provided them with the reference number from Truist, they the reference number isn't accurate. Basically, Truist stole {$2100.00} from me and they refuse to give it back, or at the very least, provide me with the documentation/proof that led to the denial of my claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20121
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A