Date Received: 2022-04-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a SunTrust XXXX HELOC in XX/XX/XXXX via online because of the favorable rates and terms from a promotional mailer I received. In XXXX of XXXX was the closing at a SunTrust Branch. In order to set a closing date I had to verbally approve the terms on the HELOC on a recorded line. During the recording I agreed to draw XXXX at 3.49 % for 10 years fixed. This was on the mailer I received as well. I knew that the first draw was a promotional 3.49 % that had to be a minimum of XXXX for 10 years. The issue of my complain is what I was told my fixed rate would be on " subsequent '' draws of a minimum of XXXX. This is important because I planned to use the funds to build a pool which at the time of the closing in XXXX was not needed for several months. I was told upon asking via the recorded line that my fixed rate for future draws would be 3.99 % as long as it was XXXX and it was for a period up to 15 years. This entire process was done online and over the telephone except for the closing which was at the SunTrust Branch. The banker informed me i was there just to sign and that her role was not to go over the rates and terms of the HELOC because that was done on a recorded line about a week prior. Fast forward to XX/XX/XXXX when I went to a now Truist Branch since they merged soon after closing on the HELOC in XXXX my fixed rate would be prime + 1.99 %. This information was not conveyed to me on the recorded line. I have since reached out to Truist asking for a transcript or copy of the recording and they have refused to provide me this. The recording, I know, will show that what i was told and what I am being offered now is extremely inconsistent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX is a failure
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX I received a notification that a check had cleared on my account for {$9400.00}. After researching this transaction, it was determined that a check I had written and mailed via the post office for {$79.00}, was washed and re-written for {$9400.00}. The individual took the check to another Truist Location, opened up and account and mobile deposited the fraudulent check. I contacted my back immediately, filed a police report and signed the affidavits provided by my the bank. I was was told initially that the bank would apply a provisional credit on my account within 10-14 days. I contacted the bank of XXXX and they are now telling me that it would be 90 before the money will be returned to me due to the back log. This is unacceptable. This is an obvious case of fraud, the bank has agreed, and they told me the funds were placed on hold and not given to the customer. If the funds were not dispersed to the fraudster, then why have they not been returned to me. I contacted several other banks today, and they all said best practices is 10-14 days standard on fraud claims. I can not wait 90 for the funds to be returned, I have bills to pay. I have been a BBT/Truist customer for years. I have multiple business loans and accounts with your bank. Please assist me in getting this situation resolved. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
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 traded my new car on XX/XX/XXXX. A " XXXX XXXX XXXXf '' was sent electronically ( EFT ) to Truist ( formerly BB & T ) on XX/XX/XXXX to payoff the vehicle ( XXXX ) ( VIN # XXXX ). Truist refuses to accept or honor the payment based upon the payoff from quote the XXXX XXXX XXXX system. I am due nearly {$850.00} in equity from the payoff but as each day passes I am losing {$30.00} a day in interest payments as the loan is still not showing paid off. The payoff shows {$51000.00} at the time when the EFT ACH was sent electronically. Also I can not get my warranty refunds from my original loan on the vehicle from either the Dealership I purchased the new car or the XXXX and I am losing the pro-rata warranty return rate each day Truist does not accept the EFT ACH payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29577
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I bought a new vehicle and the following day removed the warranty in the amount of {$8000.00}, XXXX XXXX sent out a check to Truist with all of my information, Truist then deposited the {$8000.00} to an account that wasnt mine on XX/XX/2022, I had to contact XXXX to make sure they sent the check which is when they stated it was sent and cashed by the bank on XX/XX/2022. I called Truist bank XXXX times from XXXX ( today ) and they still have no removed my money from the account they placed it in into my account to apply toward my loan, Truist fraud department has stated they were unable to reverse the {$8000.00} check that clearly wasnt supposed to go into someone elses account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I made a check from my account in XXXX XXXX and deposited in my truist account and the blocked the account but the money was already withdraw from the original account while the receiving account is still block even the previous balance before the deposit. The bank does not have a estimated time for the diligence
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76036
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: Back in XX/XX/XXXX, I noticed that my car payment had been transferred from SunTrust to Truist Bank. I could not make my payment online, as I had been since I opened the loan in XXXX. I called Truist to set up an account and make my first payment, which I was able to do with the representative over the phone. The next month I went to my Truist account to make my payment and I was unable to access the online account created by the representative. I called customer service on five separate occasions, however, each time I waited for a representative for anywhere between XXXX and XXXX minutes without any contact. Finally, in my sixth attempt to make a payment, Truist 's customer service line offered a callback option. This option was not available in my five previous attempts. When the representative contacted me, I was informed that the original online account number provided to me was inaccurate. I was able to rectify the issue with my online account and bring my loan up to date. However, I was also informed that during this issue with my account I was 37 days late on my payment and it will be reported to the Credit Bureau. An incorrect account was communicated by the Truist representative. I made multiple attempts to make a payment while facing impossible wait times. A grace period should be offered for accounts being transferred. Had my online account been functional, I would not be facing a penalty on my credit XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21146
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Hello, after having numerous technical problems with the website to apply for a credit card, I decided to travel hours from my home to a Truist branch in XXXX OH to apply for a credit card in person. Since the beginning I was always interested in the Truist Enjoy Travel card for my travel purposes. I attended the branch in XX/XX/2022, and due to a problem with the computer system, my application went to card Enjoy Cash XXXX card instead Enjoy Travel. The Banker XXXX XXXX at the XXXX branch said he would sort this out with the Backoffice in a few days, but today he's on vacation, and I've called several times to no sucess. I have been approved for the Truist Enjoy Cash card. However, I ask that the product be changed, as I am interested in the Enjoy Travel card. The branch promised to resolve and exchange the product in 1 day, without sucess. All I request is that the product I was pre-qualified for, be changed to the Enjoy Travel card. I have called the branch at XXXX XXXX XXXX and the XXXX numbers, but the waiting time is more than 4 hours. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I was contacted by the local branch manager of Truist Bank offering to increase my home equity line of credit, so I applied for an increase more than 93 days ago! I returned the signed disclosure statements to the local branch manager on XX/XX/XXXX. I have emailed the local manager four times with no response. I have filed 7 written complaimts to their Customer Service. Only two of those complaints were responded to but the representative only promised to " get back with me '' which they never did. I tried calling their loan department but only get computer generated response asking for a loan number and ofcourse my existing loan number was not accepted. You have no option to speak to a representative. Phoning the local branch did not produce any answers as to why it is taking so long to process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I mailed a personal check for $ XXXXfrom my Truist account to our contractor, XXXX XXXX XXXX XXXX XXXX XX/XX/2022, at the XXXX XXXX XXXX XXXX GA ) post office. The check never arrived to the contractors office so I checked my account on-line to find that the check had been stolen and cashed by XXXX XXXX XXXXXXXX XXXX This name was handwritten on the check over the " erased '' payee to whom I wrote the check. I contacted Truist immediately and a fraud claim was issued. I have the claim number if you need it. That was issued on XX/XX/2022. Since that time, I have contacted Trusit several times to find that no one has yet looked at my claim. This morning was the last time I called them. I am now in need of help dealing with this bank. I have also filed a report with the XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A