Date Received: 2022-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My banking and equity line were with Suntrust until Truist made a full transition in XXXX. I don't get paper statements and online statements have been unavailable the entire time. I don't know where my automatic payment to my equity line went in XXXX but they showed I did not pay and then double billed me in XXXX with a late fee ( I had removed later ). My open equity line stopped after 10 years ( 8 years ago ) and went into full repayment mode and I had been using auto payments ever since so I did not have to think about it. They totally screwed up my payments. They reopened my original E-line on my account like it is another e-line and started withdrawing auto payments to both E-line accounts. They only handle mortgage stuff over the phone and it takes over an hour on hold to speak to someone who can't help you. Over 10 hours on the phone so far and not resolved. They told me the accounts are linked together and can't stop double billing me and taking my money. I need that money for something. The only thing that does work is their ability to take my money without asking. Somebody please help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: I need you to attend the following shown items in this letter which contains data taken directly from my credit report which you have provided. Hard Inquiry Name Here down below Delete this unconfirmed inquiry lacking c ertifiable evidence unless physically certified verified proof is demonstrated per U.S CODE 15 U.S.C. 1681 ET SEQ. Section 604 of Fair Credit Reporting Act Once you have fulfilled my request, mail me an updated credit report reflecting these changes
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33313
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: BB & T is violating my rights as a consumer by furnishing information that is not accurate and don't have permission to furnish. They do not have permissible purpose pursuant to 15 USC 1681b. They are also displaying a charge off on a paid in full account. The account is paid in full, so it is impossible for it to be a charge off. This implies that BB & T maybe committing fraud because according to the IRS, in order for an account to have charge off status someone would have to file a 1099c. If that's the case, I didn't receive one from BB & T. This is a violation of 15 USC 1681 ( a ) ( 1 ) - Accuracy and Fairness of Credit Reporting. You are also in violation of 15 USC 1681s-2 ( a ) ( 1 ) ( A ) -Reporting information with actual knowledge of errors. I know this to be true because I've personally on two ( 2 ) occasions brought this to your company 's attention. Most recently I went to your XXXX XXXX XXXX and spoke with your Branch Leader XXXX XXXX ( XXXX # XXXX ) who spoke with your charge off department, and they confirmed the account is paid in full so this further proves your negligence. The comments and late days, derogatory status and other violations listed in my attachments and exhibits are also a violation pursuant to 15 USC 1681b, 15 USC 1692d, 15 USC 1681s-3 and others. The late 30 and 60 days mark are among several violations one of which is 15 USC 1666b which states : A creditor may not treat a payment on a credit card account ( my social ) 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: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Problem when making payments
Subissue:
Consumer Complaint: Received HELOC from SunTrust around XX/XX/2020. Sun Trust transitioned to Truist and my payments were not being recorded thereby decreasing my credit score by XXXX points. I have spoken to multiple Truist representatives and they are unable to assist despite the fact that they see the payments. Truist also changed part of the loan to a variable interest to increase their profit margins.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34639
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Per tracking, Its been 2-3 months. No information given. Accounts unknown. Ignored investigation. Violates 15 USC 1692efg and 1681a never authorized or given permission for accounts report. On Copy, XXXX, Attorney General and FTC
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I filed a complaint with cfpb about truist and failing to apply a payment I made on a credit card they still havent applied this payment. I also told them to stop calling me unles it was in regard to this payment. They have called me 2 to 3 times a day and its not even about the payment they have upped the harassment calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24112
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Saturday ( XX/XX/22 ) I went to a local Truist Bank branch to get a cashier 's check to pay my taxes. I noticed that the check was made payable to the IRS when the instructions form I brought with me to the counter stated that the US Treasury should be the recipient. I asked that the check be re-issued. The cashier told me, in real time, that the check would be cancelled, re-deposited, re-withdrawn and then a cashier 's check would be issued. None of that actually occurred, and instead the account was double-drawn and therefore my line of credit was activated as well as overdraft fees assessed to my account. I did not notice this error until Wednesday ( XX/XX/22 ). I called and spoke to several members of the staff at the same local branch. One of whom, XXXX, was adamant that no accommodations or assistance would be offered to me nor would my line of credit activations be reversed. I then asked to speak to a supervisor and received the branch manager, XXXX. The branch manager was a bit more helpful in reversing the overdraft fees. She told me that the line of credits would be reversed as well as the check amount ( {$1100.00} ) be credited back to my account most likely by the next day. As of XXXX. local time no check refund / credit has been issued to the account ( not even pending ) and the line of credit transfers are still present in my account ( s ). I was forced to make a minimum payment to one of my creditors, XXXX, yesterday in the amount of {$29.00} because I did not have access to my fully entitled funds ( {$1100.00} ) that I would be normally paying my bills with. As a result, I am accruing interest on unpaid balance ( s ) as of today for that. In additon, the refunded overdraft fees totalling {$25.00} are less than the minimum payment ( {$29.00} ) that I made. As a result, I expect more overdraft fees and further activation of my line of credit which is unnecessary, since I should just get the double-drawn check amount ( {$1100.00} ) credited and/or deposited back in to my account. I attempted today ( XX/XX/22 ) to speak directly with XXXX again but after 20 minutes on hold decided I may try their corporate customer service. After 10 minutes of completely wasting my time and no help from corporate customer service, I attempted to contact XXXX at the local branch again. This time I reached XXXX ( again, the most unhelpful member of their banking services team with my issues ) and requested a call back from XXXX, which I have yet to receive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40245
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My auto-loan payments are not being processed by Truist, the new holder of my auto loan. When I make a payment, the payment is immediately returned as " non-sufficient funds '' despite those funds being available. as of XXXX, after a paycheck deposited as cash, a payment was made to this loan provider and was rejected the same day. this has resulted in repeated late charges and the danger of my vehicle being repossessed. this is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80526
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I tried calling SunTrust/Truist four times this week and I also emailed Truist concerning getting the proper payoff letter for the second mortgage that I had with them that was charged off in 2013. Every time I called, the representative says that the payoff is zero. I received a letter from Truist with an amount on it, but the underwriter stated that it wasnt a payoff letter. I am trying to close on my refinance next week and if I dont close next week, then I will lose my locked in interest rate in which my interest rate has already gone up before while I have been waiting to get a payoff letter from Truist XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23227
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/22, I listed a dining set for sale at {$300.00} on XXXX XXXX and was contacted immediately by someone with profile name as " XXXX XXXX '' or XXXX account XXXX asking what is the lowest price I will take for the dining set. I responded the morning of XX/XX/22 and we agreed on a sale price of {$250.00}. They sounded as though they were local and that the husband would pick up the set and they asked to send payment through XXXX because her husband didnt have cash on hand. I told her I had never heard of XXXX and she responded that I can find it in my banking app and that it's safe, fast and offers protection for bank to bank transfers. I found XXXX using my Truist business banking app as a way to transfer money and pay bills, etc. It did not direct me to a third party website leading me to believe it is a service provided by my bank and would offer the same protections. I agreed to the Privacy Policy without reading it thinking it was going to read as having the same protects offered by my bank. There was no alert to warn of the abundance of criminal activity that has been happening through the XXXX platform. It did alert that the transfer could not be reversed, however, I was led to believe the payment would be held pending by XXXX and immediately returned with the {$250.00} we agreed upon for the dining set. I set up the account easily though my banking app and " XXXX '' then advised that her {$250.00} payment had been sent and that I would receive an email confirmation from XXXX to show the pending payment, which I did. The email did not look suspect and advised that {$250.00} was pending from " XXXX '' and in order to complete the transaction, a payment of {$300.00} would need to be sent to the payee in order to expand my account and as soon as that was done I would receive a notification and the total amount of {$550.00} would immediately be credited to my account. I thought the process to be a bit weird, but I had an unreasonable amount of confidence due to it happening through my banking app, which I trust to protect my finances. I sent the {$300.00} and " XXXX '' sent me a screen shot showing it had been returned along with her payment of {$250.00} and that I would be receiving another emailing confirming the {$550.00} credit to my account. I never got the email and became suspect of the process so I asked for screen shots on her end showing the payments with confirmation numbers and the last XXXX digits of her account number. I then sent a request for my {$300.00} back to the same account I had just sent a payment to of XXXX XXXX with XXXX account email XXXX, but of course did not receive my money back. I then further investigated the emails from " XXXX '' and found the email address to show as XXXX, which is not a XXXX email. Emails I receive in my mobile app do not show the email address its coming from so the emails appeared to be from XXXX until I later clicked on the XXXX sender to view the email address. I immediately contacted my bank and was told the pending payment could not be cancelled, but I could try to dispute it once it posted. I filed a dispute the next morning, XX/XX/22, as soon as the payment posted and advised that I did NOT authorize the payment and I will continue to state it was not authorized due to an imposter pretending to be XXXX and using consumer trust in their banking app as a way to scam money. I authorized the payment to XXXX to be held as pending and immediately returned along with the {$250.00} that this criminal imposter had supposedly paid to me, which was also supposedly being held as pending with XXXX, for my dining set. I did not authorize the payment to be sent to a criminal imposter pretending to be XXXX. The XXXX payment system, being available directly in the Truist banking app as a way to transfer funds, gave myself and ( based on recent reports ) a large number of other consumers an unreasonably high sense of security and protection that is clearly being taken advantage of by criminal organizations. The {$300.00} payment that I sent to XXXX is being disputed as unauthorized due to the circumstances. I also filed a complaint through XXXX who states there is no protection policy and they can not /will not get my money back. I filed additional reports on the FBI website and with the FTC to notify of this scam. I also plan on notifying news organizations, local police, and basically anybody that will listen if this is not resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37620
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with monetary relief
Timely Response: No
Consumer Disputed: N/A