Date Received: 2022-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The problem is with an incorrect IRS substitute form XXXX, the year-end statement for XXXX that I am required to have to deduct mortgage interest on my taxes. It only reflects interest paid XXXX through XXXX, which was after the merger of SunTrust and Truist. This form was generated on XX/XX/XXXX. My new mortgage loan was set up with SunTrust on XX/XX/XXXX and an initial payment was deposited on XX/XX/XXXX as part of the closing. Monthly payments to SunTrust began in XXXX. Payments were made automatically monthly for all the rest of the months of the year. SunTrust and Truist merged during this time. Now all communications and documents are through Truist. Truist does reflect all my payments of the year on the account activity page, but the substitute form XXXX only reflects XXXX through XXXX, which is after they merged their computer systems. I have called them several times, and the service agent requested a review, and they said they had not made an error. They refuse to allow me to speak to anyone else or to provide me with an email or other address. The total interest paid between XX/XX/XXXX and XX/XX/XXXX was {$11000.00} This number is taken from their own account activity page. The number on the form XXXX only reflects {$5400.00}, which was the amount from XX/XX/XXXX through XX/XX/XXXX. Please help! I need a corrected form to deduct the mortgage interest on my taxes. Below I have attached screenshots of the monthly payments from their webpage. I have no email or letters to attach because they will not provide any contact info.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I recently moved from NJ to FL. I have been trying to get BB & T and now Truist bank to send my title over to the XXXX so that my car can be registered. I have faxed the document over 7 times and the XXXX has twice as well. Every time I call to check its over an hour wait and they tell me they did not receive it. Today they did send me a copy of my title but are refusing to release the original to FL or to send a letter on letterhead that FL needs per FL statute. My homestead is now in jeopardy because of this issue. I either need them to release my original title to FL XXXX so it can be changed to a FL title or send them the letter on letterhead advising that they have a current lien on the car with the make model year and VIN number of the car.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: In 2019 I Co-signed on an auto loan for a vehicle with an ex boyfriend and assisted him with a {$2500.00} down payment. He has missed payments over the past several months and this has significantly dropped my credit score. I attempted to reach out to him via email to request that he refinance and take me off the loan. He has not responded. I also had a mediator reach out to him with no response. The terms with which we ended the relationship were dangerous and I am a single parent so I do not feel safe confronting him in person. He was removed from our home on a XXXX XXXX XXXX by law enforcement for XXXX XXXX XXXX XXXX. At the time I did not think to take the car even though my name is on it. I have contacted a lawyer about this issue and she recommended reaching out to the lender to assist with this because there is not much that can be done legally. I have attempted to call Truist Bank multiple times to request to speak with someone and I have not gotten a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: On XXXX XXXX XXXX, 2022 XXXX am I received an email from XXXX XXXX stating " Identity Verification Transaction Detected by XXXX XXXX ''. I called them that afternoon and a case was opened to get information regarding the detection. I was told the " Alerts and Restoration '' was busy and should return my phone call by XXXX XX/XX/2022. On XXXX XXXX XXXX, 2022 XXXX am I received an email stating " XXXX XXXX XXXX Membership Is Cancelled ''. I called them at approximately XXXX and was told there wasn't anything they could do regarding my case because the membership was cancelled and they had no access to any information even though the case was opened prior to cancellation. I didn't receive any information regarding the identity transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44077
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: received a USPS mail from Truist Online Savings account statement stating there is a withdrawal of {$2700.00}. i am not aware of this company or account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90275
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: The Truist takeover of SunTrust Bank has been a nightmare! I still can't access one of my accounts and when I call I have to stay on hold for an hour. I have done this twice and after finaly getting a person, they say they have to transfer me to someone who can help and then they send me to the wrong extension and I have to strt all over again. I have not been able to access one of my business accounts for a month now! It continues to say that I am logged out when I try to log on. Just tried to call again this morning and the recording says the wait time is over 60 minutes! What can I do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: See dispute letter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I contacted Truist to process a mortgage refinance and was quoted 2.6 % or 2.365 % if I met an income threshold of $ XXXX. On XX/XX/XXXX the rate was locked and I paid the credit report fee to proceed with the refi process. Around XX/XX/XXXX I was notified that the underwriters had calculated my income to be {$72000.00}. I identified that they did not deduct employee benefits from the income line as stipulated in [ 7 CFR 3550.53 ( a ) and ( g ), 7 CFR 3550.54 chapter 4 of the federal mortgage policy guidelines which states, Employer paid and provided fringe benefits are not included in annual income regardless of whether the benefits are reported on the employee wage statement. Between XX/XX/XXXX and XX/XX/XXXX Truist subjected me to interspersed ping-pong phone call sessions and emails, delaying the process and opting to request income verification from my state employer. I explained to them it would further delay the process and as a State employee transitioning from one state agency to another, I had provided documentation and satisfied the CFR requirement that Direct verification of the Borrowers employment history for the previous two years is not required if following conditions are met : The current employer confirms a two year all of the employment history, or a paystub reflects a hiring Only base pay date of a minimum of two years I have been employed by the same State employer for over five years ; someone needs to explain to Truist/SunTrust mortgage team how State service employment and paystubs work. I was told if I did not have a ( state ) paystub by estimated closing in first week of XXXX it would be a problem and I stated I would have one by XXXX ending since state employees are paid semi-monthly. Truist mortgage associates then advised me to cancel the application and reapply on receipt of a XXXX paycheck and they would continue the process at 2.6 % since they still would not correct my income calculation. In spite of my reservations, and facing a hostile refi team, I canceled the application with the intent of picking up as they had advised. I requested a copy of my credit report which I have never received. Additionally, during the initial refi process in XX/XX/XXXX, the 3rd party Title Officer discovered that Sun Trust had listed my First Time Home Buyer Grant in XXXX as a second loan and not a forgivable lien, and Truist was supposed to subordinate this error. I called Truist over one week ago, and spoke to a woman who said they would call be back in 48 hours with an update. Needless to say, I have never received the credit report copy I requested, nor a call back regarding the subordinated lien. Truist has had nothing but bad news coverage since the merge and they need to be held accountable. I am asking for three things ( XXXX ) that they honor the 2.6 % refi mortgage rate if they can not get my income calculation right, ( XXXX ) that they complete the subordination of my 1st home buyers grant and refund any interest inadvertently collected from that error, and, ( XXXX ) send me the credit report I paid for. The Feds need to look into Truist financial practices, correct their faulty processes and hold them accountable for the angst they're causing their customers.
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: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: {XXXX} On XXXX XX/XX/2021 The account was held up for verification after which you decided to close the account and issue a check of the account balance up till date nothing has happened
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been victimized by two fraudulent mobile deposits made to my Truist Bank Account. I have sent requests to Truist Bank for help and have received no response. They are showing a negative balance on my account of - {$8400.00} because of these two bogus checks deposited to my account followed by a Return Deposit Request. The Return Deposit Requests were placed on Administrative Hold, yet a negative balance appears on my account. I have tried to contact the bank 's XXXX XXXX and placed on hold 3 times for a minimum of three hours each time. I sent an Overnight Express Mail letter to the bank on XX/XX/XXXX which was received by the bank on XX/XX/XXXX. I have yet to receive a response or acknowledgement. In the letter, I gave the bank the information of the perpetrator of this fraudulent activity.. I am XXXX XXXX XXXX, and I need assistance in correcting this fraudulent activity. I opened the account at the request of the perpetrator and deposited XXXX XXXX deposits, XXXX for {$100.00} and another for {$1000.00}. The Truist bank account is in my name, XXXX XXXX XXXX, the last four digits of the account number are XXXX. I can provide you with complete information. The bank is charging me overdraft fees for these XXXX fraudulent deposits and subsequent Return Requests. I have photos of the XXXX fraudulent checks that I can send to you. One was from XXXX XXXX XXXX XXXX made out to me in the amount of {$4500.00}, and the other was from XXXX XXXX XXXX XXXX XXXX in the amount of {$4900.00}. Both of these check deposits were identified by the bank as Fictitious Items.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A