Date Received: 2022-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021, I received a letter from Truist ( who had recently become my mortgage servicer after a refinance ) asking for insurance information on my condo. The letter said that if I did not purchase insurance, they would purchase insurance using my escrow money. I called the number for a rep at Truist- to tell the mortgage servicer that the condo association provides the homeowners insurance. ( I had a mortgage serviced by XXXX XXXX and this issue never came up ). I was very clear that I DID NOT want Truist to purchase insurance on my behalf, since I am already paying the insurance as part of my condo fee. The XXXX representative asked for documentation. I called my condo association and they sent me a notice of cancellation for one policy, and a notice of the new policy information. As Truist directed, I faxed this information on XX/XX/XXXX. I did not receive a timely response. Next, I received a second notice from Truist telling me they were going to purchase ( sub par - their words ) insurance using money from my escrow account because they had not received information on the current policy. I told them that I faxed the information on XX/XX/XXXX. They told me that was the wrong information and I should have sent the Certificate of Insurance. So, I called my condo association management and they provided me with a certificate of insurance. I uploaded this to the portal the Truist representative gave me. A few days later I received an email that said " Thank you. This email is to inform you that we have reviewed the recently submitted document ( XXXX ) and are unable to proceed with updating the policy information. '' So I called and asked why they were unable to proceed and the customer service person on the phone said they did not have access to tell me why it was rejected. This happened three more times -- three times I uploaded the document and each time I got an email saying they could not proceed. I called again and this time the customer service person told me to send the document to SunTrust instead of Truist, which I did. Next I received in the mail an insurance policy. After that I received a notification that my mortgage payment was going up over XXXX dollars a month ( which is more than it was before my refi! ) and that they used my escrow to purchase insurance. I am very upset and feel helpless here - my condo association pays for the insurance so I am now paying double. I pay XXXX a month for condo fee, in a place with very few amenities ( so the insurance is a big part of my fee. ) And again- when I had my servicer through XXXX XXXX I had no problem- they never asked me for proof of insurance, because the condo association provided it to them. I even called my mortgage company to ask for help but my representative does not work there anymore. I hope you can help me. I also suggest the CFPB look at XXXX to see the many many complaints about Truist mortgage servicing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Hello, My name is XXXX XXXX. I'm writing due to inaccurate information that has not been removed from my credit. I am trying to obtain a house and a car to provide for my family and this is hindering the process to a complete halt. This information on my report is not accurate and should not reflect on my account. I have tried multiple times to receive original proof you guys have showing a physical signature was provided to obtain such accounts which is required. I know the laws, but will not post them in risk the validity of this letter will be compromised. Please remove the following accounts : 1. The following account is not mine XXXX XXXX Account Number : XXXX REMOVE the inaccurate information from my credit report. I have a young daughter and she does not deserve to be affected by this false information that has been reported to my account. We currently are XXXX and do not have a way around the XXXX XXXX Arizona unfortunately has to provide. These accounts are disastrous to my life and the fact they are not even accurate is the worst part. My home was broken into around XXXX as Arizona State police records will show and I strongly believe thats were these accounts came from. I beg that you reconsider your judgement as I am relentless in getting these unfair demoralizing debts removed. Thank you. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85033
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Let me start this by stating I am a XXXX XXXX and the pure mishandling and complete non help I have received is ridiculous. On XX/XX/XXXX, I received a notification from my XXXX app that my XXXX delivery was on the way. I hadnt ordered this but somehow my card had been charged twice for a chipotle delivery to a California address and pickup in NJ. The amounts were {$93.00} and {$48.00}. I reported it to my bank immediately and they stated that they couldnt do anything because the charges were pending. I continually called back until they were able to actually create a claim. The claim was created then they informed me that they couldnt complete the refund because the charges were authorized. I called again and created a new claim which as of today I found out no one ever refiled my claim. I received a new card and now here is another fraudulent activity spotted. On XX/XX/XXXX there was a fraudulent charge for XXXX for {$89.00}. As well On today ( XX/XX/XXXX ) a charge for {$820.00} with XXXX XXXX. I looked up this business it is a business for truckers to use an account to get diesel for their trucks. As previously stated I AM A XXXX XXXX, I dont even know a truck driver. I immediately called my bank and tried to dispute the charges but I received the same response that they couldnt do anything because the charges were pending. I asked to speak to a manager, and she told me there was no manager available. I will be removing my money and putting it in another bank account. Not to mention that on XX/XX/XXXX I received a text message from a number saying there was fraudulent activity on my account. It was someone posing as Truist because I then received a call from a number asking for my user Id and password which Truist never does. TRUIST HAS DONE ABSOLUTELY nothing to assist or help me to retrieve my money in fact I feel as though they are in on the scam and fraudulent activity they are allowing and doing absolutely nothing to assist or stop it. They just continually send new cards and do nothing about the issue. As previously stated, I am an XXXX I need every penny that I make. This is sad and disheartening that this is what the world has come to. I am filing a police report because that is the only way my problem will be solved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX opened a student account with Suntrust in my name to pay my tuition. My government loan was automatically deposited into this account each semester to pay my tuition. Naively, I believed they were only giving me the amount I needed. It wasn't until recently, while applying for PSLF, that I learned I was given far more than I needed ( thousands more- $ XXXX more ) when I compared what XXXX charged with what was actually dispersed. It was not unreasonable to believe that I was only given what I needed ; I was a kid, I didn't know any better and neither XXXX nor Suntrust told me. I lived in XXXX for XXXX years after I graduated and I never received any bank statements to let me know this account existed. Nor was I notified that the account was closed for dormancy ; despite, the terms of the Suntrust account stating that after 12 months of dormancy it would be closed ( which should have amounted to no more than {$900.00} or {$15.00} per month in fees ). Had I had any notion of this account I would have immediately closed it and sent the money to my loan so as not to have been paying interest on it all this time, but at this point the money is mine. Suntrust recently merged with BB & T and became Truist. I called Truist and was informed that my account was last updated on XX/XX/2022. It has my current address in XXXX. We are a military family so we move frequently, however, they have my current address ... which only leads me to believe they have been able to reach me all this time. But regardless, when I graduated I lived in XXXX and I continued to live in XXXX for 3 years afterwards at the same address. Furthermore, I forwarded my mail for an entire year afterwards. Then we bought a house in XXXX and had our mail forwarded for an entire year after that. There is no excuse for not having been able to at the VERY LEAST send a single bank statement in XXXX years. It's almost as if at this point, they didn't want me to know I had the account and were deliberately preventing me from knowing about it. When I talked to their representative she could not tell me how the account was closed, why, where the money was sent, why I never received bank statements ( despite not having online banking ), why it wasn't closed for dormancy, nothing. There was no available information and advised me to go to a local branch. However, being that I live on the XXXX XXXX and this is a sXXXXXXXX XXXX that is very difficult.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
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: I paid off my car loan in XXXX that was originally with Suntrust but then transferred to Truist. However I never received any paid in full documents or anything after it was paid off. I called them ( Truist ) in XXXX to get these documents and they said they would mail it out again. I still never received anything so I called again in XXXX and they said the documents never even got generated and had to generate them again and be mailed out. Well its been a few weeks and I still havent received my paid Im full documents showing my loan was paid off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37912
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I ordered a pet car seat from XXXX ( online ) order, in XXXX. I have never received the product. The total of my order was deducted from my checking account in the amount of {$45.00}. I filed a claim with Truist and their Fraud department. They denied my claim and said that I authorized the transaction, which I did, but never received the item. I asked them to review again, and it was denied again. I went in to a Truist branch today and was told that the fraud dept. had notes that said I received the product and wasn't satisfied- which is totally false. I never received it and am out {$45.00}. I was told that there is nothing they can do for me. I have NEVER had this trouble with Suntrust or experienced this with any bank I have done business with. Truist is sub par and I am closing my accounts and changing banks. I have never in my life been treated this horribly and felt so helpless with my bank, of all business, and will never do business with Truist again. I have over $ XXXX in my savings acct and can't understand why, I'm not good for {$45.00}. This is unbelievable and I certainly thought my money was insured with this bank. I have absolutely nothing positive to say about Truist Bank. They have lost a customer that has been with them almost the entire time that I have lived in XXXX, approximately XXXX years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I have been violated by XXXX according to the FCRA Section 1681 and Section 1691
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Good Afternoon, Truist accepted these checks without the correct endorsements,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX I opened an online checking account with Truist. I then went into the branch to deposit {$15000.00} cash into my bank account. On XXXX my account was closed by truist with no notice or reason. I didnt find out until a week later when I tried making a payment from the account and it came back as insufficient funds. I went into the branch on XX/XX/XXXX and they informed me they had no idea why this horned but they showed my account had been blocked. They told me it would be fixed in 2-3 business days. On XX/XX/XXXX, I finally received a letter from Truist stating my account was closed and that they reserved the right to close account at their will. Today, XX/XX/XXXX I received an email from Truist saying I have a new account now opened and that it has a XXXX balance. I have no idea where my {$15000.00} is, no idea why my account was closed, they didnt fix my problem- they simply opened a new account in my name without my permission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29710
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reportinn agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A