Date Received: 2022-04-18
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I missed a payment on our business credit card ( # XXXX exp XX/XX/XXXX ) after the legacy BB & T online banking site was converted to Truist. A scheduled payment did not transfer when the data was moved resulting in a {$39.00} late fee charged on XX/XX/XXXX. Text from an email sent by Truist on XX/XX/XXXX states " Well also refund certain fees you XXXX experience during the transition. '' I sent an email on XX/XX/XXXX to my local branch XXXX in XXXX XXXX, SC, XXXX XXXX, to request assistance with this issue and several others. I received a response from her on XX/XX/XXXX indicating that she would look in to getting the fee reversed. I did not receive an update. I sent another email to her on XX/XX/XXXX and never received a response. A friend who worked on the merger for Truist forwarded my email thread outlining a number of issues including this XXXX to XXXX merger leaders. On XX/XX/XXXX I received a voice mail from XXXX XXXX who indicated that he was assigned to my case with ( # XXXX ). I called and left messages on XX/XX/XXXX, XXXX and XX/XX/XXXX and have received no call back. I have also filed complaints with # XXXX and XXXX for reference.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: Truist bank is holding there own funds in the bank which is abuse and unfair and I need to access funds to pay my bills tomorrow or I might get evicted from my home
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34234
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I secured an auto loan ( XXXX ) in XX/XX/XXXX from legacy Suntrust Bank. In early XXXX I began compiling information for XXXX taxes. Since the conversion to the Truist website ( I believe XX/XX/XXXX but am not sure ) statements and transaction history prior to XX/XX/XXXX are not available via online banking. I need the statements from XXXX in order to verify interest paid on the loan. I called Truist in XXXX ( week of XXXX ) to request the statements. I was told a request would be submitted to send the statements via US mail. I have not received them. I sent an email on XX/XX/XXXX to my local branch manager in XXXX XXXX, SC, XXXX XXXX, to request assistance with this issue and several others. I did indicate in a follow up email that Truist had added the total interest paid in XXXX to the XX/XX/XXXX statement so that issue was no longer time sensitive. A friend who worked on the merger forwarded my email thread outlining a number of issues including this one to two merger leaders at Truist. On XX/XX/XXXX I received a voice mail from XXXX XXXX who indicated that he was assigned to my case with ( # XXXX ). I called and left messages on XX/XX/XXXX, XXXX and XX/XX/XXXX and have received no call back. I had to file an extension on our business taxes due to this and one other Truist issue. Although Truist provided a total interest amount for XXXX I still want copies of the statements from XXXX given the number of issues we have experienced post merger. I was under the impression that banks are required to retain customer records for a period of time ( XXXX years ) and I can not even access information for XXXX and XXXX this year. I have filed another complaint with # XXXX for reference. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a HELOC ( # XXXX ) with legacy BB & T that was paid off as part of a refinance on XX/XX/XXXX. In early XXXX I began compiling information for XXXX taxes. Since the conversion to the Truist website ( I believe XX/XX/XXXX but am not sure ) the loan is no longer visible online. I need the statements from XXXX in order to verify interest paid on the loan. I called Truist in XXXX ( week of XXXX ) to request the statements. I was told a request would be submitted to send the statements via US mail. I have not received them. I sent an email on XX/XX/XXXX to my local branch manager in XXXX XXXX, SC, XXXX XXXX, to request assistance with this issue and several others. I received a response from her on XX/XX/XXXX indicating she had not been able to obtain the statements but would request that they be sent. I have not received them. I sent another email to her on XX/XX/XXXX and never received a response. A friend who worked on the merger forwarded my email thread outlining a number of issues including this one to two merger leaders at Truist. On XX/XX/XXXX I received a voice mail from XXXX XXXX who indicated that he was assigned to my case with ( # XXXX ). I called and left messages on XX/XX/XXXX, XXXX and XX/XX/XXXX and have received no call back. I have already had to file an extension on our business taxes due to this and one other Truist issue. We filed the business return today without the information because I have no confidence that Truist will provide the information in a timely manner if at all. Truist also neglected to send form 1098 for tax purposes. I was under the impression that banks are required to retain customer records for a period of time ( XXXX years )? Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opend an account with truist bank and they freezed my account its been 3 months and they wont return my deposits nor tell me anything
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: The issue is that Truist locked me out of my account because of suspected fraud activity. All I can do is view my available balance which still reflects that the {$10000.00} are available. What caused the still ongoing issue but was of no fault of my own, the person that wrote the check or ( from what I gather ) the institution that the check came from ( XXXX XXXX ) was that I deposited a {$10000.00} check via online banking that has shown available for about a week now. The person that wrote the check ( my wife ) logged into her account and showed me in real time how it had been debited from her account for days now. Also, she called XXXX XXXX and they say all is fine at their end with the check, Yet, I have called Truist fraud department many times and was only able to get through once after over a 1 hour wait. Then the Truist fraud department representative said that because my account is ongoing a fraud investigation I will not have access for up to 2 weeks. I explained everything to her but she explained that this was policy and that there was nothing she could do. I asked to escalate the matter and to speak to a supervisor and she said she couldnt do neither. I have called many times again since then and Im either disconnected after waiting a long time or on Q for over an hour or more until I finally give up and hang up. This is causing me financial hardship and its only due, from what I gather, because of Truist having internal issues with my transaction. Thank you so much for your attention to this matter.
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: 2022-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2022 two charges totaling {$1000.00} were fraudulently deducted from my checking account. The charges were not caught by any kind of automatic protection, even though I have never spent anywhere near that amount before. I immediately filed a police report, reported it to the bank, and cancelled the debit card. The bank, Truist, says the transactions appear to be authorized and will not refund them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30263
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've already submitted a complaint about Truist on this topic, but the response Truist gave was to tell me that they won't fix their software to address the issues I'm experiencing. The complaint case number was XXXX, with complaint ID XXXX I was unable to pay my mortgage because Truist 's software was ( and still is ) unable to process payments. I managed to submit payments back in XXXX by navigating their automated phone system to allow me to pay my mortgage. However, they seemed to have changed some of their phone-based mortgage payment options, and it seems like this is no longer a solution. Thus, for me to be able to pay my mortgage, Truist needs to fix their software to allow me to make an online payment. In their mailed response to me, Truist encouraged me to continue calling them through their helpline. Every time I've done so, it's taken me hours and I really don't have the time to wait two hours in a single uninterrupted block once a month just to pay my mortgage. Truist claimed that they are having no broad-based issues at this time, but that clearly isn't true if I'm trying to make a routine payment and I'm unable to do so. I'm really not sure what I can do other than use vacation time and take time off work to call Truist, wait for hours for them to get through the backlog of other customers having similar issues with Truist, and finally get through to them and hopefully emphasize that I'm having the same problem with their software that I'm sure other people are having. I'm not sure if the CFPB has much power, but since I can't demand that I receive a new loan service provider my only option is to continue to submit complaints to the CFPB about Truist until they produce a functional banking software system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94550
Submitted Via: Web
Date Sent: 2022-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Recently I reviewed one of my credit reports and noticethere were some inaccurate, outdated, and fraudulent information that will need to be removed. Some accounts that are being reported does not have account numbers, which can indicate fraud. I am a victim of identity theft and several of the items on my credit report is not mine. I have also notice items that have been illegally re-aged. According to theprovisions of the Fair Credit Reporting Act 611 ( a ) [ 15 USC 1681i ( a ) ], these disputed itemsmust be investigated or deleted from my credit record within 30 days. - XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43004
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We can not get Suntrust or Truist to remove PMI from our loan. It has been over a year at this point. This is the third CFPB complaint we have tried to file and they always say they'll work with us, call once, and then stop. They need to remove the {$170.00} PMI payment as our home is worth almost twice what we owe now. We have sent in checks TWICE for the {$100.00} cost for the broker 's opinion service they say we need, but they are not cashing the checks, and they do not continue to call or respond when we try to figure out why they aren't cashing them or what the next steps are. This is intentional. We have called many many times, used the chat, used secure messaging, and gone in person- all many times. We do exactly what they say, and then the next person we talk to laughs about it and says " oh we don't do it that way '' or " oh that was the wrong number '' or " we never even look at those secure messages ''. This needs punitive damages. We can not force them to work with us - the next step is to just stop paying that amount, and then they'll say it's the principal we aren't paying instead of that fee. We want this refunded all the way back to last year with interest. It's been more than 12 months of fighting with this company and we have done everything they have asked us to, times a dozen. The ONLY thing that gets them to respond to us is when we file a CFPB complaint. We have no other choice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29412
Submitted Via: Web
Date Sent: 2022-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A