Date Received: 2022-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to dispute Truist Bank 's refusal to remove an unwarranted late payment for XX/XX/2022 to my Truist mortgage ending in XXXX from my credit report with XXXX, XXXX and XXXX. As you are aware, these late charges occurred as a result of Truists banking systems and customer service lines being completely inaccessible to thousands of Truist customers beginning in XX/XX/2022 due to serious issues with their poorly executed merger with Suntrust and BB & T. Ive filed a formal complaint with the Federal Reserve and the FDIC to date. Throughout the month of XX/XX/2022, I tried unsuccessfully for days to pay my mortgage for the month via your website and app. Unfortuanately, both were unavailable to customers at this time ( and still persists now as evidenced by several media sources ). I tried numerous times to call and speak to a representative. I waited on hold for several hours only to be transferred and then hung up on. Out of desperation, I posted a message on Truist Bank XXXX and XXXX accounts at the end of XXXX asking for help to make a payment on time. Reaching out to an FDIC insured bank on social media to beg them to reach out via customer service so that I can give them my money to pay my mortgage is unacceptable and no customer should EVER have to do this. I did not receive a response from Truist until early XXXX, 2 weeks later, asking me to send an email to XXXX to which I did. As of todays date XX/XX/2022, Ive not received a response from this email address. In short, due to Truist not making payment options available to me, I was not able to make my payment for XX/XX/2022 on time, even though I had the money to do so and attempted to many times. Truist then reported this to the credit bureaus as missing a payment resulting in my credit score dropping from XXXX to XXXX. This is completely unacceptable. I am currently building a home and will be closing on the mortgage in the next 3 months. Due to Truists complete negligence, my current credit score disqualifies me from qualifying for my pre-approved loan product and I will lose my new house. I am writing to request Truist supply me with a letter noting that the XX/XX/2022 payment was not made due to Truists systems not being available to ensure my credit is repaired and brought back to good standing. I am requesting this letter be provided to me no later than XX/XX/XXXX so I may begin the lengthy process of repairing my credit. I am also requesting you report this payment as on time to my credit agencies ( XXXX, XXXX and XXXX ). Note that I have never missed a payment on my mortgage with Truist or Suntrust until this issue. Note that my account is currently fully paid and in good standing. I understand mergers are difficult. However, as a customer I am trusting you with my finances and home mortgage. It goes without saying that customers should be able to access their accounts to conduct business. In order to make this right, I need to receive this ameliorative letter. I await your response. Account of Truist Banking Issues XXXX XXXX XXXX XX/XX/2022 XX/XX/2022 attempted to pay Truist mortgage online through the website, app and by calling customer service. Online services and customer services were unavailable XX/XX/XXXX approximately made comment on Truists XXXX In account asking someone to help me make a payment on my mortgage XX/XX/XXXX I finally reach a customer rep on the phone and make a payment for XXXX and XX/XX/2022 mortgage. XX/XX/XXXX I file a formal dispute with all three credit bureaus regarding the unwarranted late charge. Approximately XX/XX/XXXX Truist responds to my XXXX comment 2 weeks later requesting I send details on my request to XXXX. I send 2 messages on to this email address on XX/XX/XXXX and XX/XX/XXXX. I still have not heard back. XX/XX/XXXX I notice that the payment I made for XXXX and XX/XX/2022 totaling {$3300.00}. XXXX had not posted to my Truist mortgage account and the money has not been transferred from my primary checking account with another bank. Additionally, I had a returned check and late fee of {$15.00}. XX/XX/XXXX I call Truist re : the above, am put on hold for 45 minutes and then speak to a rep who tells me the rep who took my payment on XX/XX/XXXX recorded by checking account number incorrectly. She takes a correct payment down and the funds clear my account by the end of XXXX. She says she will follow up re : crediting the late payment of {$15.00} back to my account. I never hear back from her or any representative at Truist bank again. XX/XX/XXXX- a representative from Truist called saying that my Truist has denied my dispute noting the following : - Truists online services were available to customers for most of XX/XX/2022 ( categorically false. See here, here, here and here where customers and news outlets have noted the contrary ) Which is why I had to reach out to Truist on XXXX - Truist claims I could have sent payment through other options, like calling the customer service line ( false, see above ), mailing a check ( false, I have paid my mortgage with Suntrust then Truist online for years and should not have to do something different due to Truists negligence ) or using the online portal ( see above ) noted the following. My experience is not unique. In fact, thousands of Truists customers took to social media with complaints of not being able to pay their bills or access their funds at Truist and of ungodly wait times when attempting to call Truist. These issues were covered extensively by multiple news outlet. While the Suntrust/BB & T merger ( like many customers, my account was originally with Suntrust ) was cited as a cause of service disruption, the merger was three years in the making. I am a paying customer who should still have access to my account Additionally, I had been enrolled in automatic mortgage payments with Suntrust which should have carried over to Truist but did not. This late payment has resulted in my credit score being severely damaged and dropping my score by more than XXXX points. As of today, my account is in good standing. I am writing to request that the erroneous and unwarranted late payment of XX/XX/2022 be removed from my account for the aforementioned reasons. I have paid my mortgage on time every month. The only reason my payment was late is because Truist made it impossible to make my payment on time. I would like this update to my credit report to be effective immediately and request documentation that you have updated my XX/XX/2022 payment as on time to be sent to me at the email address below. I can be reached via email at XXXX or XXXX XXXX. Best, XXXX XXXX XXXX, XXXX Senior XXXX, XXXX 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: CA
Zip: 94607
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: Trouble during payment process
Subissue:
Consumer Complaint: My previous insurance carrier exited the XXXX XXXXt. There was a 9 day stub period between insurance renewals. The stub period was out of my control. The insurance agency was unable to bind a policy timely due to the timing of notification. Florida statutes allow only 30 calendar days of non-renewal notice during the XXXX and XXXX XXXX holiday. The main XXXX policy was paid out of pocket effective XX/XX/XXXX for {$4200.00} XXXX I was charged {$260.00} for the stub period between the XXXX term and the XXXX renewal by Truist for a stub policy. Truist refused to allow me to pay the {$260.00} and has sat as an " escrow '' deficit since XXXX of XXXX. Suntrust refused to allow me to pay the {$260.00} directly for the 9 day gap.. Suntrust did not notify me during their evaluation process until whatever process they have concluded. Suntrust unilaterally established an escrow because of the {$260.00} deficit they refused to allow me to pay. Their reasoning is that because I had an escrow deficit, I must now establish an escrow. The conditions they forced upon me are because of their own actions. This is a contradiction and illogical.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Regional acceptance still have on my credit showing late for 60 days but PAYMENTS WERE MADE IN COMPLIANCE WITH THE NEGOTIATED SCHEDULE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33311
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: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is with Truist bank. During COVID I was in a forebearance. When the time came to decide what to do at the end of forebearance, the customer service representatives I spoke with were completely unable to verify any of the financial details I was asking for including what my options were - how much interest I would be paying over the life of the loan in each case. At the same time, they would get frustrated that I was asking questions that they clearly did not have the financial prowess to respond to. It was a very frustrating experience. I continue to call up and ask questions that they do not know how to answer. I find that I now have no outlet to get questions answered about my loan and I am extremely dissatisfied with the customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received a notification from Truist today that my mortgage was increasing by {$710.00} ( which is a 24 % increase ) starting in less than 30 days. They state that this is due to the fact that the escrow account is overdrawn due to property taxes. We paid our first year of property taxes and our homeowner 's insurance as part of our closing cost. In addition, we have been paying {$1000.00} in escrow each month. There should be plenty of money to cover property taxes as we have lived in the property for only a year and have provided XXXX in escrow funds. When I called them to ask for clarification, they stated it was possible the property taxes were paid twice ( at closing and by Truist ). They noted it was my responsibility to figure out how to get the money refunded. When I asked them what I should do regarding the additional XXXX I would owe each month, they stated I could ask customer service to lower the payments but implied I would ultimately be responsible for covering the additional cost while the refund was sorted out. They made no attempts to reconcile the morgate payment increase difference while the account was being investigated. This mismangament of our escrow account is predatory.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21230
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX the vehicle was in an accident and totaled. I called and informed them and asked how to proceed. My mom and XXXX XXXX grand baby were hurt in the accident. On XX/XX/XXXX it was finally seen by my insurance company because the lady that hit her, lnsurance company hadnt done anything. We were in the middle of Covid off of work. On XX/XX/XXXX my insurance company cut a check for XXXX payoff on the vehicle and they received it on XX/XX/XXXX. They did not apply the whole amount I kept calling and finally got it corrected but they started showing my account as 60 late and on my credit I had never had a late payment. It was a one time on just that one account and in 7 years. I called multiple times asking for a courtesy removal of the late reporting as I had always been a good customer and the account after getting everything strait was paid in full and actually they were overpaid. This was a terrible time and hardship on our family with my XXXX XXXX XXXX mom injured and trying to fight hospitals and insurance companies to get everything taken care of. I know this was our debt and we have worked hard all these years and when trying to pay off it gets late charges that negatively impact us long term. I kept in constant contact with XXXX and kept them aware of every step. I understood that I was doing the correct thing when talking to customer service representatives. They show late in XXXX but say it was paid XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 718XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2022, I logged into the Truist banking app for the first time to make my first auto loan payment. The first payment had a due date of XX/XX/2022. When I looked up my loan on the app to make the payment, I noticed that the due amount by XX/XX/2022 was double the monthly payment. I then pulled up the statement to confirm that only one payment was due and the statement did confirm that one payment was due. Confused as to why the information provided stated that a sum of two payments was due by XX/XX/2022, I reached out to a bank representative via the chat function. They advised that only one payment was due by XX/XX/2022. I asserted that the figure that was displayed as due by XX/XX/2022 was the sum of two monthly payments and that was incorrect. I was advised that once I made the XXXX payment, the payment amount would updated to display the upcoming payment for XX/XX/2022. Again I asserted that the sum due by XX/XX/2022 was inaccurate and can be misleading. I asked to file a complaint and requested a follow-up to my complaint. I was advised that I would hear back within 3 days. I have yet to get contacted by Truist regarding my complaint which makes me wonder if the complaint was filed. As a 20+ year XXXX XXXX, I was smart enough to not make the XXXX payment with the XXXX payment. Some consumers may trust the information displayed is accurate and the additional payment may be applied with the XXXX payment as additional principal. My complaint is that the sum due displayed was inaccurate and deceptive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27278
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2022, I went to a TRUIST bank located in XXXX XXXX to open a XXXX XXXX Account. I submitted all of my business information, I was also required to provide my personal information. After the Rep submitted my application I was informed that TRUIST denied my request to open the XXXX XXXX Account based on personal information on my XXXX consumer report. That did not make any sense to me. I am not aware nor informed if it's a common business practice to run a customer 's personal consumer report for opening and establishing a business bank account. During the process at no point was it disclosed to me that my personal consumer report would be pulled ( soft/hard ) to determine if I qualified for a business bank account. I strongly feel that my consumer rights have been violated by misleading and deceptive actions taken by TRUIST. I felt embarrassed and humiliated with the outcome. The consumer report pull was impermissible because I was provided any disclosure during the application process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32927
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I financed a vehicle from Regional Acceptance through the car dealer XXXX XXXX XXXX in XXXX, Illinois on XX/XX/2020. I paid a down payment and was told that it would be applied to the total amount of the auto loan. However, Ive recently went over my contract and discovered that was a lie. This contract is now considered null and void.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a Truist checking account online on https : //www.truist.com/ on XXXX XX/XX/2022 While opening the I made an initial fund transfer from another bank in the amount XXXX, which was debited from my account the next day. But they closed my on XX/XX/XXXX and i was locked out of the online account. Upon calling the customer care they said my account was frozen because they could not verify my identity. Then they told me to visit a branch to fix the issue but i do not have a bank close by. The closest bank is XXXX hours away. I tried talking to their supervisor and fraud department as well. But no one is able to help over the phone. Why would they debit the funds from my other bank account if they could not verify my identity. Now that they have already closed my account, why are not returning the remaining balance from my account? It's been more than XXXX days since they closed the account but i have not received the money yet. I have called them numerous times with no luck. Today XX/XX/XXXX I called them twice and both the times the call was dropped by the customer rep saying they are going to transfer me to the right department and escalate the issue. I am tired of calling them so I have no choice but to file a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46321
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A