Date Received: 2022-04-11
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Regional Acceptence agreed to remove this account off my report once so settled it the them. They have not kept their word as it remains on my report. I have called and still no answer or call back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63031
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: Other service problem
Subissue:
Consumer Complaint: I have been banking with SunTrust since XXXX. After retirement I relocated to XXXX where I now reside. Since I financially rely on retirement income from U.S. sources, I obtained international wire transfer privileges with Suntrust in XXXX of XXXX. This was handled in a personal meeting with XXXX XXXX at the XXXX, GA branch. Early this year I received an announcement that the wire authentication would change with the creation of Truist. XXXX XXXX assured me that the wire matter would be taken care of in due time. However, in the latest communication, dated XX/XX/XXXX, she states that the only option to obtain access is through another personal visit to a Truist branch. I find this response inadequate. My account is the same. I am not requesting additional services, merely the continuation of services that were previously agreed to and delivered without issues until XX/XX/XXXX. Why is the wire transfer agreement no longer valid when obviously other relevant bank agreements with SunTrust remain in place? I depend financially on the smooth handling of wire transfers and it is inconvenient, costly, and time consuming for me to visit the U.S. for the sole purpose of repeat signing of forms I already completed in XXXX. As an alternative I suggested that I sign and have notarized any new forms in XXXX. XXXX XXXX is yet to respond to this suggestion.
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: No
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had my mortgage with Truist since XX/XX/XXXX. The first 4 months I couldnt make payments on line because the phone # they had for me was incorrect so every time I tried to reset my password it would go to their customer service XXXX number because that was what was input during the botched data base merger when they merged SunTrust and BB & T. I had to go into the local branch in down town XXXX to get it straightened out. The manager XXXX XXXX helped me fix the online issues ( I thought ) and helped make a payment of {$1100.00} and {$200.00} additional on XX/XX/XXXX. The only thing that posted to my account was the payment on principle of {$200.00} I received an email XX/XX/XXXX that my XXXX payment was past due. I want my XXXX payment to reflect that it was paid on XX/XX/XXXX. I havent been able to resolve this issue through Truists customer service. Ive called numerous times and have been told I will be called back and no one ever calls me back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Truist stating that I had until XX/XX/XXXX to bring my mortgage payments current, otherwise foreclosure proceedings would begin. On XX/XX/XXXX, Truist transferred my mortgage to a third-party company. I went to a Truist branch location to figure out what I ought to do, and after the branch employee and I called the third-party company, we learned that it takes 15 days for the company to internally process a transferred mortgage. Therefore, I would not have the opportunity to pay off my loan, and the third-party company refused to share how much I owed in order to bring the loan current. Eventually, the Truist branch employee told me to get a cashier 's check of the most recent amount shared to me via letter, and to overnight it to the third-part 's location. I'm concerned that I may lose my house, despite my best efforts to bring my mortgage current. The early transfer of my mortgage may have locked me out from properly bringing my mortgage current by XX/XX/XXXX, and may cause me to lose my house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27103
Submitted Via: Web
Date Sent: 2022-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Between XXXX XXXX, I had filed a claim with the fraud department because of XXXX fraud where someone somehow had access to my Truist account ( originally bb & t ) and sent a total of XXXX dollars to three different XXXX users that I was not familiar with through my bank account. When I noticed the unauthorized transactions, I immediately called Truist fraud department and the lady that spoke to me told me they would be sending me paperwork in the mail that I would have to sign and mail back within 10 days or they would not be able to start the investigation. I got the papers in the mail but before I could mail it back, they had already sent me another letter in the mail telling me my dispute was declined. How could they tell me it was declined if they never received the letter I had signed and was told the investigation would not start until after receiving the signed letter? I decided to call the fraud department again and after being on hold for about 3-4 hours, someone finally picked up only to have a dog barking in the background and her telling me her system isn't working and she would have to transfer me. I was transferred again and waited for about 3 hours up until the point where the customer service was closed for the day and I was still on hold so I just hung up. I called again the next day and when someone had picked up they told me that there is not much information written as to why my dispute was declined but only that " the transactions seemed like they were authorized by you and there is no fraud. '' I told her I did not agree with what she was saying and would like to request a second review because I had not authorized the payments. She told me she was unable to request a second review until I " provided proof that it was not me '' which was the most unexpected thing I ever heard. I kept telling her I did not know what proof she wanted and that I would like to speak to someone who could help me out better. She said an analyst would call me in 48 hours but I waited a whole week and never received a call back. I called the fraud department again and requested another call back from an analyst and a specific time of day which was reasonable. The analyst called me at a completely different time of day I requested in which I had to call again and again and currently, have still NOT received another call back. On top of that, I wanted to withdraw the remaining funds I had in my checking account as it is my money and I am entitled to withdraw my funds but whenever I went to the bank ( Branch in XXXX XXXX XXXX XXXX XXXX, VA XXXX ) They told me they were unable to withdraw my money because of a hold placed on my account and that they would call the fraud department on my behalf to resolve the issue and they would contact me back. One week passes and I still haven't heard back so I decided to call the fraud department myself and was told that they were not able to do anything as I should go to the bank and be able to withdraw my money. I go back to the bank and had to wait for an hour for the branch leader to take me into the office and she told me the only person to lift the hold Is the person who placed it and she said she would email the person who placed the hold and would follow up with me. She never followed up with me and this forced me to finally file a complaint. It's been over a month now and I have yet to gain access to my checking account that has MY money as well as ask for another review of my dispute as I do not agree with it being declined and will file a police complaint as well as take legal actions if necessary. I am very impatient now and need access to my remaining funds in my checking account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23224
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX we received notice that SunTrust ( Now Truist ) did not received our monthly payment. We had changed where the payment was being sent to as our bankruptcy had completed and now we were to send the payments to a different processing center. Our XX/XX/XXXX payment was processed as a total principle payment and not applied to the monthly payment. This has occurred each month since, and we have had to call them each month to move the money to be processed correctly since. They have the payments ahead of the due date. We have asked for this to be correctly processed and not make this a habit that we have to call them to do their job correctly each month. This is now a FIVE month continuation of the same problem. There has been no fix to the process other than after we call them. We have checked to see if the payment is being sent to the correct place and it has been verified each month as being sent to the correct location. We will be calling them again today to fix the XX/XX/XXXX payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act XXXX Account # XXXX has violated my rights. 15 U.S.C 1681 section 602 A. I have the rights to privacy. 15 U.S.C 1681 Section 604 A Section 2 ; It also states a consumer reporting agency can not furnish a account without my written instructions. 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account 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: GA
Zip: 30012
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist Bank took over my mortgage and home equity line that I had with Suntrust. Since the Truist website became active, I could no longer see payments that I had scheduled. " Upcoming '' was empty and " manage payments '' got an error message. I oversheduled payments on the balance for my home equity line out of fear of missing one. So I had two payments of {$400.00} and {$500.00} scheduled for twice a month ( total {$1800.00} each month ). I sent several chat requests over the transition period asking how to see scheduled transactions or at least cancel them. No responses. I decided to pay off the home equity line. XX/XX/XXXX, I called for the payoff balance. I scheduled a payment for that and the balance went to zero that day. I asked for technical help in seeing scheduled transactions. I wanted to make sure that no more payments would be made on the zero balance account! They discovered their system had an error and I was transferred again. I spent 1 and 7 min. to be hung up on. Then I spent another 1 hour and 26 min. being transferred. No one could tell me how to manage my payments. I was told that since the balance on the home equity line was zero, no interest would accrue and no other payments would be automatically taken out. Ultimately, I was told that their system showed no account linked to their accounts, despite me having paid that way for years. I attempted to remove my checking account information from their website again. However, XX/XX/XXXX, XXXX different payments of {$400.00} and {$500.00} were taken from my checking account. My home equity line balance was - {$900.00}. XX/XX/XXXX I paid {$25.00} for a stop payment at my bank. XX/XX/XXXX a {$900.00} interest reversal appeared ( home equity line at {$0.00} ) XX/XX/XXXX I called again to ask for the recurring payments to stop and for a refund. XXXX helped and said checks of {$400.00} and {$500.00} would arrive within 7-10 business days. She said the interest reversal had to do with the billing cycle. I did not understand that. XX/XX/XXXX a {$900.00} balance appears, as if I was charged {$900.00} to be refunded {$900.00}. Interest accrues. XX/XX/XXXX payment reversal for {$400.00} and {$500.00} appears, but it's dated XXXX. XX/XX/XXXX is the XXXX business day. I called to ask if they could confirm the checks had been sent. They said they thought so, and they would check and call me back ( did not call me back ). I asked about the {$900.00} balance. Representative agreed that it appeared I was being charged. She consulted her manageXXXX, who said that would zero out when I deposited my {$400.00} and {$500.00} checks. I also did not understand that. XXXX ( XXXX business day ) a {$900.00} check arrives. Notation was XXXX refund. I thought it was strange because I expected XXXX checks, but I ran to the bank and deposited it. XXXX {$500.00} check in the mail. XXXX {$400.00} check in the mail. XXXX I call twice, at XXXX XXXX and XXXX XXXX. and wait for over an hour on hold. What am I supposed to do? It seems like I deposited a check I did not ask for. XXXX I call at XXXX XXXX. and am hung up on after an hour. XXXX in the afternoon, I get a bill for the {$900.00}. So I was wrong in thinking that I was being billed for the refund - an agent at Truist took out an advance in my name for me. I never, ever requested an advance of {$900.00} on my home equity line. I was given nonsensical answers when I could reach someone to ask. At this point, I am going to deposit the other two checks and payoff the unauthorized {$900.00} plus interest. I can't wait an hour on hold to get hung up on or lied to, although I expect a check in the mail for the refund on the interest for the advance I did not take out. My greatest concern is what if this happens to someone else? Truist lies about recurring transactions? They take out advances and charge interest without customer approval? Additional information - their chat function is either disabled or gets no responses. I have made an estimated XXXX phone calls ( hours long, including incorrect transfers ) since XXXX. I did file a complaint with the XXXX for the overpayment issue and I got a refund only because I kept insisting. I was never contacted by Truist. They also misdirected XXXX mortgage payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94061
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XX/XX/2022, someone ran my hard inquiry one my credit for mortgage banks, sun trust bank. I did not authorized it. I hit me hard inquiry on XXXX XXXX report. I want it removed, inquire. Im not refinance my house so might be fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95757
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Purchased a table from XXXX XXXX XXXX in the Fall of XXXX. Received the table damaged in XXXX XXXX XXXX. Called XXXX XXXX XXXX to return the table they told me it wasnt an option. Called Truist to dispute the charge. Received the credit. XXXX XXXX XXXX I get a call from XXXX XXXX XXXX asking why I disputed the charge. After I told them it was because when I tried returning it they told me it wasnt possible they informed me that theyll now accept the return. They came and picked it up. A few weeks later Truist puts the charge back on to my account and wont let me reopen or file a new dispute. Ive called over XXXX times; emailed the evidence of the return. Even spoke with managers at local branches. Nothing is being done. They always tell me the choice is up to a department that can not be contacted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A