Date Received: 2022-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received letter dated XX/XX/22 from Truist Bank that our mortgage will no longer be automatically paid/withdrawn from our bank account. The date is the same day the mortgage was due to be paid. So the mortgage was not paid in XXXX as expected. Received no advance notice from Truist. Their merger has been a nightmare for customers of BB & T and SunTrust. Heard nothing but negative from people I know. I will be contacting Truist on Monday, but want to submit a formal complaint. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22310
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022 my wife received a text message from XXXX thats a Truist bank debit card fraud alert are you attempting to make a purchase in the amount of {$750.00} reply yes to authorize reply no to decline she replied no a few minutes later her phone rang and it was someone who said he worked for the Truist fraud department hes begin asking about some transactions and XXXX XXXX told him that we were in XXXX XXXX and we were not trying to make any transactions in XXXX. She didnt thought about it and told him that she would like to call him back just to make sure this wasnt any kind of scam he was then able to tell her what her last purchase was at XXXX XXXX in the amount of {$46.00} this was correct so she continue to talk to him as she was talking to him he would tell her that he was sending a code to my phone and she would need to read them back to him so she did believing he was a Truist fraud employee XX/XX/XXXX at XXXX PM I received an email from Truist saying that there was unusual transaction on my debit card ending in XXXX the transaction amount was {$800.00} XXXX XXXX XXXX XXXX XXXX Florida I had also received a text message stating truest fraud that I attempt to {$800.00} purchase on card ending in XXXX at XXXX XXXX reply yes no or help I did not see this so I did not reply to it because she was already on the phone with the guy. Two hours later I happen to look at our online banking account and noticed that {$3100.00} was taking out of my father-in-laws checking account {$2700.00} was taking out of my savings account and another transfer of {$60.00} was also taken and large purchases were made using a debit card it appeared at the XXXX XXXX in XXXX Florida for {$2500.00} XXXX XXXX Florida {$1200.00} XXXX XXXX or XXXX {$960.00} XXXX XXXX XXXX Florida {$850.00} XXXX XXXX XXXX for {$50.00} and XXXX XXXX in XXXX XXXX for {$44.00} XXXX I immediately called the number that was on the email I was sent that lady blocked our accounts right then. The next morning I was at the bank when they opened on XXXX XXXX XXXX in XXXX XXXX I do not know the lady name who helped me but I asked her what we could do or what did we need to do and she did not really know I asked her if we could speak to a manager they said there was no manager there she brought in the lead banker the lead banker said that there was nothing that could be done because everything was showing pending and we had to wait until you said posted. I did ask the first lady whos office we were in if she could print out something that showed what time these transactions were made so I could give it to the police department, she told me that she could not provide me with the times and I told her that there was no way that the bank does not know what time these purchases were made so she had to look around for a little bit and finally found it on the computer and printed it out for me, she told me it was not necessary to contact the police department unless I just wanted to because the fraud department would take care of this she also stated that once the fraud department makes a decision they do not ever reverse their decisions. she did tell me that she could tell that my account was blocked so the email had the proper phone number on it that I had called the night before because that is the lady who blocked the accounts. Then the lady told me that we are not signed up to get text messages or emails she said that we had not filled out the consent form which I told her no way that I had gotten emails and I showed her a copy of the email and she agreed it looked like it was from Truist and we have received text messages in the past but havent ever been scammed before. We still have not signed any form to allow for emails or text messages but I am still receiving emails so this just has me scratching my head. My sister-in-law drove an hour and a half to come and pick my father-in-law up took him to the XXXX branch in XXXX, FL ( because we had already told her of the experience we had had at the XXXX XXXX XXXX ) at that branch they force paid my father-in-law {$1500.00} so he would have some money this was transferred out of our Account on XX/XX/XXXX. On XXXX seventh my wife XXXX went to the XXXX office and spoke with XXXX he told her that the charges still showed pending and that she could come back to that bank and he could help her dispute the charges or it was easier for her to do it online so on the eighth when it posted she disputed all of the transactions that were not ours. On XX/XX/XXXX I decided to go file a fraud charge with the police department they told me that it would be identity theft XXXX XXXX sheriffs office gave me a case number XXXX then I drove to XXXX Florida and found a police department report for the purchases that were made at the XXXX that is case number XXXX then on the XXXX I went to the XXXX XXXX XXXX XXXX store and filed a police department report with XXXX XXXX XXXX police department case number XXXX XXXX. On XX/XX/XXXX ( I believe ) I went to the XXXX Branch to ask if I needed to file a police report she said it was up to us I wanted to check to see if XXXX paycheck that was direct deposit had been taken or if it had been used for overdraft protection I wanted to know if everything was disputed properly which she told me she could not tell me and when we could expect to get our money back she replied that it could take up to 10 business days and we would see an LRM credit and then she also told us that the fraud claim that was initiated on the seventh had been denied the lady I spoke with was XXXX XXXX. On XX/XX/XXXX we received a letter from Truist Bank stating that they have concluded their investigation regarding our electronic fund transfer a claim dated XX/XX/XXXX in the amount of {$3600.00} that based on the facts of their investigation they do not find that an error occurred therefore no funds will be deposited to your account as a result of your claim this determination is based on the investigation indicates transactions appear to be authorized the evidence which was used to resolve your claim will be available to you upon request this letter is from centralized fraud claims and you will see it in the attachments. I called the number on the back of my Truist card and spoke to someone in the fraud department again told them that I did not agree with their decision and ask him what I could do he said that I could dispute their decision but he would have to send me a paper to do that so I am still waiting on that to arrive. On XX/XX/XXXX I took my father-in-law to withdraw his money from his checking account which is attached to ours because my name is on it and his Social Security had just been deposited so he withdrew {$3200.00} they did question the fact that my account was in the negative but went ahead and gave him the money. I am glad that my father-in-law was taken care of but I do not understand why they would gave him his money but not give us our money back I just dont understand it. I am really glad they gave him his money but I am confused by it. My wife also filed an identity theft report with the federal trade commission today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33884
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Lost wallet in XXXX last month. I had my ID, Ssn, bank card, and other personal information in it. Ive been seeing weird activity on my account and my bank account was recently closed due to fraud??? I contacted my bank today and was told that my account was closed. I contacted XXXX last week to free my lines of credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XX/XX/XXXX contacted Truist &. XXXX to inquire about payment that was taken out with no notification Latency in Truist mobile banking app and online Called to have overdraft fee waived due to the Truists non notification of payment already withdrawn Was told nobody could do nothing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have an FHA loan with SunTrust mortgage now Truist. My father ( now deceased ) was the co borrow on my loan but not living within my home. The past year, since XX/XX/XXXX, SunTrust has except and authorized a billing address change over 20 time from an unauthorized and unknown Individual via USPS postage card requesting a '' change in billing address. '' I have spent over 24 hour in total this past year trying to address this issue with no resolve. I spoke with a XXXX today, in which my XXXX mortgage statement and paperwork for a Forbearance where sent to 2 different addresses which 1 was my deceased fathers whom passed on XX/XX/XXXX. The other address is my paternal grandmother I am astranged from. 2nd, I have requested Truist remove my fathers name from the loan in attempts to stop my mail theft. I provided Truist on 2 dates via 2 different methods copies on my fathers death certificates and my birth certificate. 3rd, Truist has failed to process my forbearance and or Covid hardship form within the allotted time frame. It has now been almost a month I can not get answers from the Truist customer service phone workers. 4th, I am missing a {$100.00} check which was issued to myself for a bad check SunTrust disbursed for escrow back in XXXX XXXX. ( XXXX from XXXX location spoke with )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 13021
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Hello I am a first time customer for purchasing a new vehicle in my name. When I was offered for a deal on a new car. I was told by the car dealership that it would be several such as 2 to 5 loan members that will be credit reporting my credit score.. Due to this I seem to look on my credit report and it has been dozens of car loan lenders attached to my account which took a huge toll on my credit score. It has been hard for me finding a house credit score to XXXX dramatically dropping. All lenders that I've seen on my credit report is not recognizable anot recognizable and I would like you guys to please please see into this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32304
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: They have big problems you can not call Phone number goes to a Phone solicitor Fraud System Try it you'll like it General account information XXXX ( XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In early XX/XX/2022, I reported to SunTrust Bank ( now Truist ) that, on XX/XX/2022, it had cashed a check drawn on my account that was clearly a forgery. I had written a {$100.00} check to a charity ( XXXX XXXX Fire Department ) and mailed it during the week of XX/XX/XXXX. The check was somehow stolen from the US Postal Service, and then the payee and the amount was changed and raised to {$7500.00}. The check cleared and SunTrust debited my account. The payee on the forged check was a person unknown to me ( XXXX XXXX ) or ( XXXX XXXX ). XXXX was that the back of the check bore no resemblance to a SunTrust check. Moreover, the check appeared to have been cashed using a check cashing service. It may have not been financial service located in the United States. The SunTrust bank manager agreed that the back of the check clearly was unlike the checks the bank issues to depositors and that the check did not appear to have been cashed at a bank. The SunTrust manager said he would report the matter immediately and the bank would conduct and investigation, which would involve the US Postal Service and other relevant authorities. However, more than three months have passed and, despite numerous efforts on my part to request information and updates on the fraud, the response from SunTrust, including the Maryland area regional manager, is that the investigation is pending. Up to today, the bank has not restored the stolen funds, asserting that there have been so many such cases in recent months that the fraud investigators are overwhelmed and under staffed. It is my view that the banking system 's automated check clearance process should have caught this fraud, particularly when a check cashing service is being used rather than an established bank. SunTrust clearly has recourse to the parties involved in the fraud and can demand financial restitution from them. Moreover, the automated check clearance process will inevitably invite fraudulent transactions. The costs of such fraud should clearly be borne by the banks themselves ( and the banking system ) and this should be seen as a normal cost of doing business. I would appreciate your views of this matter and next steps that can be taken.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, my wife and I was attempting to open an account with XXXX. However, they checked " XXXX '' ( or something like that ) stated we have an account with Truist/BBT account XXXX I had know idea. We went to the Truist bank and found there were 4 check and savings accounts were open and closed and 1 open account ( {$170.00} ) which was open XX/XX/2021 ; all account were opened using an expired ID and my SS #. AGAIN, I had know idea! It was obviously fraud. In additions, it looks like whoever used the account deposit {$300.00} dollars which Truist bank have been charging monthly bank fees for a YEAR. The bank representative said it appeared it was opened and closed online and that he couldn't do anything about it now because it was the weekend. Eventually, another bank rep. ( XXXX ) got involved and said she will contact the bank manager on Monday and said she will give me a call back. XXXX called back and stated she filled out a " fraud form '' and emailed to the proper department and they should call me in a few days. No one called!!! I called XXXX back and she forgot the issue and that she can't do anything about it. I proceeded to all customer service, the rep. transferred the call to " XXXX ''. The rep. from XXXX said she doesn't see any fraud form in there system. The XXXX rep. transferred the call to the fraud department. I WAS WAITING FOR A REP. FOR TWO HOURS!!!!! I had to disconnect because I was working and needed to go into a meeting. AT THIS TIME, NOTHING HAS BEEN RESOLVED!!!!! I WAS ONLY ABLE TO TAKE PICTURES OF THE BANK SCREEN BECAUSE THEY REFUSED TO PROVIDE STATEMENTS. THE CONTACT INFORMATION IS NOT MINE INFORMATION. THAT IS NOT MY EMAIL ADDRESS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21093
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Called in XX/XX/XXXX To the credit card department after noticing that that there were 4 unauthorized payments made on my credit card from my checking account, resulting resulting in More overdraft fees from truist. ( XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) After spending about 45 minutes on the phone the representative said there's definitely an issue with my account because my account only exists in the app and it doesn't actually exist on the website so I can't interact with or correct the auto pay that somehow set up on my account and they can not correct it either. When the individual wants to transfer me to the digital operations department they hung up on me and I just couldn't handle the 30 minute wait time to speak to a representative again. I have had this account for over 15 years It's really saddening the issues that truest has been causing since the transition. Unfortunately I am in a position where I am forced to continue using this account because my works direct deposit system.
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: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A