Date Received: 2022-05-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I noticed an account has been opened without my consent. Truist does not have an email listed online. I did not open an account with BBT or Truist. I received a text from them about logging in. See screenshots attached of text.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
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: Problem accessing account
Consumer Complaint: On XX/XX/2022 my ex-husband passed away and my XXXX son is his next of kin. I learned at that time that he had failed to refinance the mortgage on a home we purchased together. At the end of XXXX I started trying to let Truist know of his death. After my call being disconnected multiple times after XXXX minute holds, I made an appointment to see a banker in a branch. She was helpful in getting me access to the mortgage account, but I did not have sufficient documentation for her to help me in any other matter. I was able to gather all of the documentation : will, death certificate, divorce decree, record of my remarriage to legally validate my name change, POA from my children, etc. Then the fun started. I have not had an actual conversation with anyone who can help me. I am on excessive holds of over XXXX minutes to be connected to an off-shore agent only to have my call disconnected. At first I was understanding about the challenges that may have come from merging SunTrust and BB & T. Frankly, I'm over it. I'm employed by a competitor and I know that it should NOT be this difficult. My ex-husband, their customer, is dead. According to the documents that I have found, there is adequate funding in checking/savings accounts that would have covered the thousands of dollars that I have had to spend related to this death..but I can't even reach someone to begin the process of these funds being released to his next of kin, as stipulated in his will. I am furious. Below is a " transcript '' of today 's interaction. I had been so excited that the wait time was reported at 20 minutes. The hold time doesn't matter, when the agents are incompetent. Truist off-shore agent : Thank you for calling Truist. How can I help you? Me : Hello. I need to report the death of one of your customers. The paperwork suggests that he had many accounts with you. Truist : To clarify, you want to submit a complaint about a letter you received? Me : Id like to speak with a representative in the US. Truist : One moment. ( Hold music- then recording ) You have been awarded a rebate coupon for using your credit card at specific merchants. Press 1 to redeem your rebate now. Or hang up. Me : ( No response ) Truist : ( recording ) You have exceeded the number of allowable responses. ( line disconnects )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 232XX
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: I have a vehicle load through Lightstream ( a division of Truist Bank ). On or about XX/XX/2021 I was diagnosed with a severe case of XXXX. I made multiple attempts to explain my circumstances to Lightstream and they fail to recognize COVID as a pandemic and valid reason. I apparently missed a payment during this time. My loan term is 48 months, I am 17 months into this loan and I have paid {$1600.00} in extra payments and more than half of the loan in this time. I am requesting Lightstream to remove the negative remark from my credit file. Any help would be appreciated. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2022-05-19
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: The following statement appears on Truist 's monthly mortgage payment stubs *Due by -- XXXX -- *Required to keep loan in good standing. My mortgage deed and note state that payments are considered late if not received by the XXXX of each month. As long as my monthly payments are received prior to their late date, my loan should be considered " in good standing. ''
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: 2022-05-03
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 am an XXXX old widow and have been making charitable contributions through XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA, for a XXXX church in the predominantly-XXXX country of XXXX. With their end-of-year giving statement, the church indicated that checks had been periodically been stolen from the churchs mailbox throughout the year and that donors should check their records for any fraudulently-cashed checks. I did that and discovered that two of my checks had been cashed without any endorsement. XXXX the Truist " Bank Services Agreement and Privacy Notice, '' I immediately reported the fraud to the local branch, making a fraud claim at a local branch. I also paid the fees to perform a stop payment on two outstanding checks. I was not given any documentation, but was told that I would hear from them within 30 days. After 45 days, I went back to the local branch. They said that, because of the transition from SunTrust to Truist, they had not done anything yet and they would elevate the claim. After not hearing anything from them for some time, I went to the local branch yet again. They called someone that said that the claim had been denied because it had been over 45 days. Throughout the entire process, I never received anything at all in writing from SunTrust/Truist. To the best of my knowledge, they have done nothing to help me. The two checks total {$2200.00} ( check no. XXXX for {$100.00} and check no. XXXX for {$2100.00} ). I have had a checking account at Truist Bank before they were SunTrust, since they were known as XXXX, and am very upset at the lack of respect and support they have shown me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32822
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Ive sent several rounds of dispute letters and still no resolve or any type of concerning action was taken. I feel that Im in a really tough position. These fraudulent items on my credit report are hurting my chances of becoming a home owner. Which really puts me and my family in a bit of a hardship. To whom it may concern may I please be pointed in the correct direction to get my issue resolved?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited a check at Truist Bank in the amount of {$25000.00} issued by XXXX XXXX thru ATM. Deposit was flagged and sent to Fraud Department for review on XX/XX/22. Contacted the bank on XX/XX/22 inquiring on why we were not able to access our personal funds and was told that the account was frozen until a Fraud investigator could review the account. XX/XX/22 went into local branch office to try and resolve the issue was given number to call the fraud department. Contacted fraud department and was told that the check deposited was under investigation could take up to 7-10 for our personal funds to be released. Branch manager called on XX/XX/22 stated she spoke to the Fraud Department and was informed they were closing the account and we would no longer be able to do business with Truist Bank. Contacted Fraud Department on XX/XX/22 asking when we would have access to our personal funds was told that this was still be investigated and they would contact me within XXXX hours with an update. We have not had access to our personal funds since XX/XX/22 this has caused a major hardship as we have over {$8000.00} of our own money in that account. We do not believe it is legal to hold someone's personal money and would like to have them investigated for such inappropriate action. We have had our account for approximately 35 years starting with XXXX XXXX merged with BB & T merged with Truist Bank. This has got to be one of the worst banks anyone has ever had to deal with from waiting on line for over 2 hours to speak with customer service rep to final getting a representative who lacks the knowledge to do the job and answer the consumers questions. The only response they give is we understand without resolving the issue. This bank should be put out of business by the government.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: orting act XXXX Account # XXXXTruist has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC1681 Section 604 A section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on my 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: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-30
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received two cards in the mail from Truist saying I declined overdraft coverage and I called them to try to explain to them I did not open two accounts with them. They kept asking for my social security number and I refused to give it to them. The cards came from XXXX, NC and she said she was in the XXXX. I did not open accounts with them and I dont even know what Truist is. I dont know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 172XX
Submitted Via: Web
Date Sent: 2022-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Account with Suntrust since XX/XX/XXXX and monthly payments were consistent through XX/XX/XXXX and that payment was missed. XX/XX/XXXX made partial payment for XX/XX/XXXX with contact made to Suntrust regarding financial difficulty with pandemic. On XX/XX/XXXX the car was repossessed by Truist who had just taken over the account. I made payment of XXXX on XX/XX/XXXX to redeem the vehicle and deferral application submitted and approved on that day for a 90 day deferral on payment. The next payment would be XX/XX/XXXX. I received email from Truist in XX/XX/XXXX stating my account was XXXX past due and on my credit report it indicates they only deferred XXXX and XX/XX/XXXX payments which is 60 and not the 90 days that it should have been. I tried to log in online to my Suntrust account to make a payment only to find Suntrust website was taken down and therefore I could not contact anyone or even get a record of my account number of past statement. On XX/XX/XXXX I received an email from Truist indicating that a new account number would be assigned within the next 1-2 months and that I should wait to hear back from them regarding my new account or loan number. Without the loan number I was not able to register online with Truist, nor get through on the telephone to talk to a live person without the loan number. On XX/XX/XXXX my car ( a limited edition collector item ) was again repossessed. I struggled that day in attempt to get in contact wiht someone via telephone and even after bypassing the loan number information there would be a 60+ minute wait time and i could leave a message to get a call back. I never received a call back. I then went online in attempt to register with Truist despite not having any of my account information. I was able to get access after a few hours and found that there was one statement online dated XX/XX/XXXX in the amount of {$3700.00} due by XX/XX/XXXX and if not paid by XX/XX/XXXX it would incur a late charge. I then submitted direct payment in the amount of {$8700.00} which posted on XX/XX/XXXX. I also at that time submitted another deferral request and was granted another 90 day deferral on my account. The current statemetn indicates that account is paid and that the next payment is not due until XX/XX/XXXX. At the end of the day on XX/XX/XXXX I was finally able to talk to a Truist representative ( after being transferred 7-8 times to incorrect departments ) and I was told that nothing in my online account mattered, and that my {$8700.00} payment also did not matter because they repossessed the car and they would not be releasing it back to me unless I paid the full loan amount within the next 7 days. Otherwise it would go to auction. She indicated that I must wire to Truist {$78000.00} in order to get my car back. She was not certain regarding the pay off amount because she said the amount she was looking at did not reflect my recent payment. I inquired about the fact I have not received any correspondence from Truist other than the two emails I received In XXXX and XXXX She told me that it did not matter because they sent them by mail ( despite the history on the account being e-statements and paperless. When asked she indicated that was through Suntrust and that they were now Truist so I had to adjust those settings independently in my online Truist account ( which recall I just accessed for the first time that day ). I also asked as to why I received an email about my account number change pending, and not any email from them with the follow up information, or at all. She indicated that she did not know why and that it was all sent by mail. She could not tell me where or when anything was sent, what was actually sent, and what figures and amounts were indicated. She also was not able to provide me with any copies of said documents. She said she would make a request and get back to me. I received an email 7 days later on XX/XX/XXXX with a " secure message '' from Truist. I clicked the link only to find it was a dead end, and received error XXXX message ). Given the account was brought to date on XX/XX/XXXX. XXXX with a 90 day deferral, my next payment of {$1600.00} would be due the end of XXXX, the end of XXXX, XXXX, XXXX, XXXX. Without any ability to access my loan status, nor the loan history I was forced to wait until I received information from Truist about my new loan number ( which never happened ). The car was repossessed before I received the information in order to pay the loan in the first place. Once I was able to gain any access I immediately paid XXXX to account to cover the payments for XXXX, XXXX, XXXX, XXXX and XXXX. Truist is considering my payment " late '' and refuses to consider the technical and other issues that arise on their end from their takeover of SunTrust and BBT. This is a company error and administrative issue and a problem that arose on their end for not only just me but multiple customers. They refuse to ackowledge this issue within their system and they refuse to take any kind of accountability or responsibility to the customer for their administrative delay and error that continued to occur over 60-90 days uncorrected. They also refused to have any further discussion with me because they did not have any of the information regarding the car or account available to them with having to make a special " request '' for that information which I still do not have. It has been two weeks since my payment posted and my account paid to date yet I still have no information, no documents, and no idea where my car is at, if they have auctioned it, or what is going on. I don't even have any notification from them with an accurate payoff amount. I have never had problems with Suntrust and only after changing to Truist has it been a reoccurring problem wiht them and this particular vehicle of mine. I will mention that this is a XXXX limited edition vehicle and considered a collector item and worth over XXXX XXXX. My XXXX used vehicle and its loan were also behind on monthly payments ( that is now also paid and brought to date since ) yet they have never attempted to repossess that vehicle or collect on the loan what so ever. I stand to loose XXXX XXXX dollars I have in equity on this car and I can not refinance or even get a loan to pay the payoff because my credit report is desecrated because of this issue with Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33905
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A