Date Received: 2022-05-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: We have banked with Suntrust for years. And NEVER had an issue. Not once. Ever since the merger to become Truist, its been a nightmare. To start, we check our bank account daily. And we noticed that our bank account was dropping significantly! Well, when we use our debit card, it automatically takes money out of our available balance. As it should. The next day, if the transaction is still showing pending, Truist then takes the money AGAIN. Now Im not Talking about paying pills- because that usually always takes a couple days to come out. But its day to day transactions that are getting taken out twice! Truist customer service has told us theres nothing they can do. And its a merchant problem not them. Which I find HIGHLY unlikely since we didnt have this problem until Truist took over. Im not talking small amounts either. Over the course of 4 months we are missing ATLEAST {$3000.00}. Probably more. They refuse to do anything about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: i've been a member of BBT truist for ten years, i have several accounts with them recently they changed to truist and one of the branches severely declined in service. it became predominantly XXXX and i felt prejudice when i would use that branch. one of the tellers refused to give a withdrawal of my money despite him knowing exactly who i was. consequently i became mad and told them their service was horrible. then i left. they closed my accounts months later leaving me in financial limbo with no means to pay my bills
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28216
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: As a result of Suntrust Bank 's transition to Truist, they have incorrectly applied my payments on my HELOC account and, as as result, have suspended my credit line AND reported my account as delinquent to the credit bureaus. MY XXXX score has gone from XXXX to XXXX based on their mistake. I have NEVER missed or made a late payment on this account, or any other for that matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33156
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am an attorney and have worked with consumers in foreclosure for more than 20 years. I took out a covid forbearance with Suntrust in XXXX. I tried desperately to get out of the forebearance begining in summer XXXX. Suntrust made it nearly impossible for me to get out of the forbearance. It was absolutely, crystal clear that Suntrust had scripts or talking points that induced or forced people to stay in forbearance. It took me month after month and dozens of phone calls before I could finally get out of forbearance and start making my payment. Here is an example of the dialog : Me : " I want out of forebearnce '', Suntrust : " I'm sorry sir, you can't get out of forebearance because your account isn't current. '' Me : " How is my account not current if I'm in forebearance? '' Suntrust : " It's the escrow that isn't current. '' Me : " Just tell me what I need to pay no, so I can get current and get out of forebearance. '' Suntrust : " We can not calculate that amount. '' Finally, after months, I get out of forebearance. I try to start making my regular monthly payments, but Suntrust can not tell me what my monthly payment is because they can not calculate what the escrow is. I ask to pay more in order to just keep my monthly payment current. Critically, during the entire period I'm in forebearance Suntrust has disabled my online account access so I can not see anything. Fast forward to XXXX, i get service transferred to Truist. It takes me God knows how many phone calls and hours on the phone with Truist to finally get autopay set back up so i can start making my payments again regularly and they start taking payments. Now on XX/XX/XXXX I get a letter, dated XX/XX/XXXX that states, " Recurring payments have been deleted from your loan as of the date of this letter. '' I can not login into my account and make a payment.I 've been on the phone now with Truist for 45 minutes and transferred around multiple times, but noone can figure out why my automatic payments have been deleted, and why my account has been disabled. I RECEIVED NO PRIOR NOTICE THAT AUTO PAYMENTS HAD BEEN " DELETED '' AND NO NOTICE THAT MY ACCOUNT HAD GONE MORE THAN 30 DAYS DELINQUENT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Lol I have a slim trust bank account and a suntrust credit card. Suntrust was automatically automatically taking out the balance mode on my credit card from my bank account and paying my suntrust credit card even if I didn't have the balance in the bank account. I did not authorize these transactions this happened on 4 separate occasions this has been detailed in a previous CFP B complaint. Now now, I'm being charged interest on these unauthorized hes unauthorized overdraft Charges that completely resulted from suntrust taking money out of my bank account to completely pay off my credit card balance whenever I would make a purchase on my suntrust credit card. They were doing this without my authorization or permission. Then then after they would drain my bank account to pay off the credit card they would charge me an overdraft fee. Now they're charging me interest on these 4 overdraft fees as well is as well. The credit card has a {$200.00} balance it's supposed to be 0 % interest and none of these overdrafts should have happened in the 1st place because it was suntrust taking it money out of my account that I did not have without my authorization to pay {$10.00} charges on my credit card every time it was used
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This company has incorrect information on my account and refuses to remove it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Hello my name is XXXX XXXX and I am submitting this complaint without error or influence of any third agency. Please see my attached documentation as it contains my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61107
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened this account with Suntrust in XX/XX/2021, with the banker XXXX XXXX at XXXX XXXX XXXX, XXXX, FL XXXX. Since that date has been impossible to enroll in online banking, first with Suntrust and now I received the new visa debit card Truist. I tried to enroll on the new online banking page and is the same issue. I put the debit card number, my pin, zip code and email address. Also I tried to reach the bank by ustomer service, I was verified with the pin but that is not enough for them and they are unable to send me a SMS code to the number registered with the bank XXXX XXXX XXXX A long time ago the bank gave me the security word and even that is not possible to enroll.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I contacted Truist today ( XX/XX/22 ) in regards to an unknown payment of {$1700.00}, on XX/XX/22, that was showing up on my account. I had never made a payment for {$1700.00} nor was this payment reported on my XXXX XXXX bank statement. After speaking with a representative, they were not able to give me any information in regards to this payment. After sending the representative a screenshot of the payment that was showing on my Truist account, they still could not offer any information. I also contracted Truist in regards to a scheduled payment. On XX/XX/22, I scheduled a payment for {$1500.00} to be processed on XX/XX/22. I called to verify the scheduled payment since the website and app would not confirm the payment. In addition, I did not receive a confirmation e-mail. Although the payment was showing that it had been submitted XX/XX/22, it did not confirm that an actual schedule payment for XX/XX/22 was made. Oddly, the representative was not able to confirm that my payment was scheduled for XX/XX/22. I'm not sure how this is possible being that they have more access to my account than I do. In addition, the representative insisted I use the edit payment option in my portal ; at which time I noticed I no longer had access to this option. I may add, this same scenario happened last month, thus my current complaint to CFPB. It is odd that Truist is unable to resolve these minor customer issues which can ultimately cause financial hardship if they are not able to offer their customers the appropriate level of service in regards to fraudulent activity and misappropriated payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20743
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Truist bank withdrew two auto payments at once without my consent and in violation of the terms of my loan. I tried calling and, while pleasant, their employee states she can't do anything bout it and I might happen again. She refused to refund the amount taken out illegally stating that 'it wasn't in their system yet '. Employee states she'll have to 'send a note to someone ' and I might get a 'call later in the week '. SunTrust was the originating institution, the auto draft was set up through them, and I had no problems with the previous 16 payments until Truist bought them out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A