Date Received: 2022-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Monthly escrow payments for taxes and insurance are included in my mortgage payments. XX/XX/XXXX I had an escrow shortage ( {$240.00} ), which I paid to avoid increase in monthly payments. XX/XX/XXXX I changed Homeowner 's Insurance from XXXX to XXXX XXXX. XXXX increased from {$1600.00} to {$1700.00}. To make up for the difference, I paid into escrow {$330.00} on XX/XX/XXXX. XX/XX/XXXX Truist said I had an escrow shortage of {$650.00}, because I needed two ( 2 ) full months in escrow. I have paid {$1200.00} specifically to escrow since XX/XX/XXXX. XX/XX/XXXX, my mortgage statement says my monthly payments are increasing another $ XXXX. Two different Truist agents on two separate phone calls ( XXXX and XXXX ) tell me that my homeowner 's insurance has increased since I switched to State Farm on XXXX XXXX by {$160.00}. I spoke with my XXXX XXXX rep who told me they did NOT increase my homeowner 's insurance!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Initially had the loan with BB & T know Truist. I went into the bank ( Truist in XXXX, KY ) on XX/XX/XXXX to request a 10 day pay off. Was told I could not get this information until 48 hours. 3 days later, the representative never called me back so I returned to the bank and spoke with XXXX XXXX, XXXX XXXX. Received my pay off and wrote a check to pay off loan on XX/XX/XXXX. I was told it would take about 7-10 days for check to clear and close out my account. On XX/XX/XXXX, I called Truist to make sure that my last XXXX automatic payments ( established through a Truist rep in XXXX when I made a payment, instructed could set up 2 month auto deduction for XXXX and XXXX ) would not be taken out since loan was paid off. Told by representative that my check had cleared at midnight, my account was at {$0.00} so no payment would be taken. On XX/XX/XXXX, a payment of XXXX was withdrawn from my bank account to pay Truist for the closed loan. I had to called and go into the bank numerous times to speak to XXXX XXXX. I was told that they were going to return the money back into my account in a few days. After waiting over a week and not getting the money returned, I called and spoke to XXXX XXXX again. I was then told they were sending me a check. Initially, they said it was a problem with a " bill pay '' I had set up at my bank and i informed them that i have never set up a bill pay through my bank. It was created through their bank. I asked if we were going to have this problem in XXXX. Was told " no '' ... that there was a lag between the time I paid off my account and automatic withdrawn occurred but assured we would not have this problem again. On XX/XX/XXXX, I received notification from my bank that another {$520.00} was withdrawn to pay Truist. On XXXX, I called and left a message for XXXX XXXX and this situation. I then went into the bank and spoke with XXXX XXXX. She told me that she would be my point of contact regarding this matter since it is difficult to get a hold of XXXX XXXX. She called Truist andtold me that the wait time would be long so she would call me back regarding this issue plus I never received my title. She called back and told me that they did not see where money was withdrawn from my account and that they sent a lease of XXXX to NC state. She told me she would look into this further and call me back the next day. On XX/XX/XXXX, I called XXXX and explained she never called me back plus told her I got a letter from Truist that the money was taken from my account. After hanging up n I emailed her the letter immediately she then requested I send her proof from my bank that the money was taken which I did. I emailed her on XX/XX/XXXX requesting an update without response. I called and left a message and emailed XXXX on XX/XX/XXXX where I received a message that she could not get answers and she was sending it back to XXXX XXXX. I called and left a message with XXXX XXXX on XX/XX/XXXX. I received a call back telling me to follow up tomorrow which I did and had to leave another message.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 422XX
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Can't contact lender or servicer
Subissue:
Consumer Complaint: This is a follow up to complaint # XXXX. I contacted the company numerous times. No one answers my call, and no one returns my message. I paid off my car and need my title returned with release of lien. Over 60 days has passed since paying off the car.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75220
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Reached out to the company not once but twice with no resolution. Was informed they would get back to be with a set time frame and never did. Someone is using my information to acquire a loan fraudulently and they dont seem to be taking this seriously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85746
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: In XXXX of XXXX during the merger of Suntrust with BBT there were withdrawals from our account to unknown commercial entities. Suntrust corrected this, but no explanation was provided so we decided to switch to another bank. In XXXX of XXXX, we closed our accounts at the new merged Truist. In XXXX of XXXX, Truist allowed an automated debit to a closed debit card. In XXXX of XXXX they sent us a notice that we owed this charge plus a fee totally about {$32.00}. This we paid in early XXXX of XXXX. Then in late XXXX, they sent us another notice we still owed {$55.00}. This we also paid. When we log in to the accounts they still show as open. We want the account to be closed nor do we feel we owe them for the charges of {$32.00} and {$55.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is the 2nd time this year my checking account has been hacked through Truist/BB & T Bank . This time they initiall text me at XXXX XXXX XXXX on XX/XX/XXXX to let me know I been hacked they then called me and went over charges that went through that they can tell were fraudulent because it came from another state. They blocked and declined some of the attempts but did not lock my account so it wouldnt happen again. They cancelled the {$900.00} XXXX attempt and the {$1100.00} XXXX attempt but allowed two others to go through knowing it was fraud. 15 minutes after that called they allowed the scammer to XXXX themself {$200.00} and {$640.00} and did not block it which would have been avoided if they put a hold on my account when they first called. So I called again and the person stated they had no recitation that someone called me previously which I have the emails, text and call log as proof. She told me they could not do a claim until payment post. On XX/XX/XXXX I called them back because payment posted and they put in claim but basically told me its likely I wont get my money back which is illegal. I did not authorize those XXXX payments and they already know I was getting fraud attacked because they ( the bank ) are the ones that alerted me. I have issues with this bank almost twice a year where someone hacks my checking account and the bank gives me a hard time to resolve the issue. I have put in a police report since the bank does not seem to care. Which I have been a loyal customer of Truist bank which use to be BB & T for over 15 years. I would really appreciate this getting resolved as over {$800.00} has been taken from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I'm a joint acct holder with my mother 's accts because she was XXXX of XXXX and needed help figuring her finances and after looking into her finances have noticed over the last 8yrs my oldest brother XXXX XXXX XXXX has been making multiple withdrawals very other day of amounts of {$200.00} to {$800.00}. Every other day or from {$6000.00} to {$9000.00} each month. My middle brother and I have reported this to the bbt now truist local bank back in XXXX and at that point we were told that since at that point I wasn't on the acct and our mother who was in a XXXX home XXXX of XXXX and had a XXXX XXXX would have to come down to the bank to start a fraudulent activity case. We after getting mom to call the bank at least stopped the debit card so no more debit withdrawals could be made by him as she had told the bank she had given him the debit card to use to only use it for buying gas for errands and to buy groceries with from the store. But didn't give him the right to use it to pull cash out as he had been doing for over 8yrs when she canceled the debit card she asked to have the person who was responsible for embezzling her money found and stop the debit card that day which was around XX/XX/2022 or so. After she finally was released to go home she had been diagnosed as having a month or so to live due to her XXXX had spread into her XXXX XXXX XXXX into her XXXX and XXXX so she had only a month to live. So since she was so bad off she put me on her acct so I could take care of her accts. At this point we looked back on her acct and found he had embezzled over {$260000.00} by using her debit card to withdrawal these funds.again I was told by the bank in XXXX there was nothing they could do about turning in as fraud. I had already contacted adult protective services in XXXX XXXX Virginia and they looked into the withdrawals and found out that he had taken all the above money without his mother 's approval using the debit card but mom didn't want him to be arrested for embezzlement so they ended the case without arresting him for embezzlement of mom 's money. But she repeatedly told the bank she wanted to find the person who was taking her money. Which the bank never has to this date turned it into the fraud department. So now my mother has passed away I'm the executor of her estate plus also on her accts and I want you to turn the embezzlement withdrawals that he's taken from mom 's acct into the fraud department as he has not only embezzled from his mother he now has embezzled from the estate of XXXX XXXX XXXX which is the same acct that we are joint owners on now. Since we reported it back in XXXX and nothing was looked into at that point. I've contacted a attorney about this and he has informed me that he thinks this should be turned into the fraud dept and not only looked into it but as noted on the fdic website after finding out the withdrawals are fraudulent then that money should be reimbursed into the acct as they are federally insured under the fdic. I have letters and emails from the adult protective services stating that XXXX XXXX XXXX had admitted to making the withdrawals and using the money for his own uses and not to be used towards his mother 's financial needs. So this is purely a fraudulent act and these withdrawals should be given back to my mother 's acct. As per the fdic website it constitutes as embezzlement and is covered thru them to be reimbursed to the acct holders acct. So please look into this and contact me back asap. Please help my mother resolve this matter in heaven.Thanks XXXX XXXX & XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 someone walked into a Truist Bank in XXXX XXXX, FL and walked out with {$21000.00} of my money. The branch manager will not return my calls, nor will they speak to the police, nor will they show me the video footage, nor will they credit my account after it was clearly fraud. I live in NC. This was 3 weeks ago and I have spent nothing short of XXXX hrs trying to get a resolution. No one at my local branch will pick up the phone or return my calls. When I take time off work and go to the bank, they wont give me any information. They also froze my account and wont let me access ANY OF MY MONEY FOR 3 WEEKS! Please help me!! This is insanity!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28806
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: This started when SunTrust and BB & T became one bank. The manager at our bank in XXXX XXXX I think her last name is XXXX first name is XXXX she talked my sister and me and her getting a home equity loan we were harassed for months until we finally said yes we went to her office and sign the papers and we asked and got a fixed interest rate of 7.49 % that is the papers I signed out of the papers my sister signed then after she started using some of the money to fix the house up they decided to change the interest rate legally they can not change that interest rate but they think they can and I believe theyre doing this because Im a XXXX individual and they know that so I believe theyre treating me this way because I have a XXXX income being on Social Security XXXX and I feel very discriminated against and I want something done to them if you need any more information please call me my phone number is XXXX thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Truist Bank XXXX # XXXX Phone # XXXX I have been dealing with Truist Bank since XX/XX/XXXX with no response! I had a health policy with XXXX XXXX for the year XXXX with monthly premium payments of {$440.00} per month, which was on auto-pay, automatically withdrawn. The policy was cancelled effective XXXX XXXX and which time in the beginning of XX/XX/XXXX, all payments should of stopped. I reviewed my bank statements in XX/XX/XXXX and saw 2 months of premium payments in the amount of XXXX taken out in XXXX and XXXX. I immediately called the bank and informed them of these withdraws and they were NOT authorized. After many phones calls to XXXX and to Truist Bank, still NO rely or return calls. Truist returned XXXX premium payment for the XXXX withdraw in the amount of {$440.00} but refuse to to reimburse me for the XXXX withdraw of {$440.00}. I have NOT received any contact with Truist bank, and they are claiming in a letter they have closed my claim stating I authorized XXXX payment for a insurance policy I no longer had!! Truist never contacted me to discuss my claim and I ever went into the local branch to no avail. I was informed that the bank was going to deposit the {$440.00} into my account but still the money is not there after a month. I need you assistance in getting this matter resolved in a timely fashion and my {$440.00} is returned to me. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32757
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A