Date Received: 2022-04-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent {$1100.00} to my parents in XXXX since XX/XX/2022. Money was not delivered. Been to the bank several times which proved abortive. Requesting for a refund to my account became problematic.Bank in XXXX contacted stated money was not delivered because of wrong account number by the originating bank.l need help to find where the money it.When the money was sent in XXXX there was a mistake in the account number written.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For almost two years I have been attempting to make payments on my mortgage with no assistance. I did a Forbearance for Covid in XXXX and negotiated a new contract and payments. That company was bought out and since then my mortgage has been a mess. I had sent in the first payment and attempted the second payment when the money was sent back to me. I renegotiated a new deal with Truist and began to make payments. They informed me it would not be official until i signed the deal and mailed back to them. I agreed to this however never received the new deal. After months of calling and searching for it but still making payments they sent me all the money back because it didn't catch me up. When speaking with a rep they said there was an error and best way to fix is to do the forbearance again and restart the process with them. I filed for that to happen and once again never received in the mail the new contract. Was informed could have it emailed to me in which i would print it off, sign, and mail in. This never was sent to me either and when calling I speak to a new person each time who has to review my notes. Multiple times while reviewing and placing me on hold they have hung up and not called back. In this time I have received foreclosure notices, annual statements, and late fees in the mail. The stress and uncertainty this company has put me through during this time is unjust and should not be this hard to resolve with someone willing and looking to pay. I attempted to refinance with another company but said when they called it couldn't be found because it was in a limbo of sorts. Now it is showing up on my credit report and affecting me in many negative ways. This has put a pause on my life and my families. I have attached only a handful of items as proof of the misconduct this company has performed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2022-04-08
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: Chronological timeline of events : * On XX/XX/XXXX I logged on to the mortgage company 's website ( https : //www.truist.com/ ) and made my monthly payment of {XXXX}. * On XX/XX/XXXX, I received a call from the mortgage company stating they were attempting to collect a debt for a non-payment in XXXX. I now see that there is no record of this payment being debited from my checking account history. * The mortgage company noted on the call that they have a record of me logging in and making the payment on that date, but that it did not go through. They were not able to tell the reason that it didn't go through. * The mortgage company also noted that they have been having issues with their payments system since the merger with Suntrust bank ( where we made payments prior to XX/XX/XXXX ). * The mortgage company lastly noted that they reported a 30 day delinquent account to the credit bureaus on XX/XX/XXXX. * I'm in the process of purchasing a business and the negative credit mark will cause me tremendous financial harm. * Until the situation has been resolved, I will no longer make any mortgage payments to Truist. All payments going forward will be held in escrow by my attorney.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been accessed numerous excessive overdraft fees. The fees have been charged even for transactions that were declined or not covered/paid. I am also advised per a phone call on XX/XX/08 at XXXX that this bank charges a {$36.00} overdraft fee every XXXX days when the account is overdrawn even if new transactions do not come through. This is in addition to a monthly maintenance fee as well. I have called to request a credit for fees they advised they give a credit for only fees every so often and that has already been given to me. Yes this was during the XXXX timespan. I have asked them to produce documents I signed asking them to allow transactions when the account funds are unavailable and they will not produce them. The hold times to get a rep on the phone for basic customer service exceed XXXX minutes every time you call then they do not help. This problem has come about only since the merge took place and the bank became Truist. I am on XXXX income. I work part-time and lost work time due to COVID I am still struggling and this bank has charged me hundreds upon hundreds of dollars in overdraft and account fees. They even charged a fee for a credit that was submitted to my account for a returned purchase. This bank needs to be investigated. They are absolutely violating laws with their practices. I will also contact attorneys about a class action lawsuit. I am happy tp provide copies of bank statements and other documents you need to process this complaint. This problem is big enough that bills have been presented to protect consumers from these very deceptive practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Took a SunTrust loan towards a vehicle purchase in XX/XX/XXXX. The loan was transferred to Truist. After paying down the loan in full in XX/XX/XXXX, was unable to log into Truist website to review account details, payment history or get account statements. Every time I successfully logged in, the system would automatically log me out instantly. After several unsuccessful attempts I called Truist customer support and the customer support representative mentioned that Truist doesn't allow customers access to their accounts online once the accounts are closed or paid in full. It's baffling and beyond reason how in XXXX a digital banking company like Truist would deny its customers access to their own financial information and more importantly break several FCC rules around customers ' rights to their financial information. I did have an internal complaint registered but the customer service representative couldn't share with me the details of this complaint. This is utterly disappointing and frustrating and I will likely never bank or transact with Truist willingly in the future. I would not recommend Truist to anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27560
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a checking account with Truist Bank online. After a few days my account was locked for so called fraud prevention. I disagree there has been any fraud as I've verified all the information they've asked for. This appears to be unnecessary consumer harrassment. To unlock my account I'm being asked to go to a physical branch to get this resolved. There are no physical branches within XXXX miles close to my address but they do not seem to care about this. To resolve this, I've also proposed multiple options including providing more notarized information to verify my identity and to go above and beyond what they need. I've asked to speak to a supervisor multiple times, but no luck. If they require someone to walk into a physical branch, they shouldn't allow customers not within XXXX miles to their branch open an account online with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43035
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I have been trying to contact Truist Bank to get a copy of a lien release for a SunTrust Bank car loan that ended 10 or so years ago. I have called the customer service line over twenty times and have been put on hold for over five hours total. 1. I call Truist 's customer service line, XXXX. 2. After waiting between 15 to 40 minutes, a representative answers. 3. I explain the situation. Representative informs me they do not have access to loan records and transfers me to the " loan department. '' 4. Three scenarios : no one picks up despite waiting for 30 to 60 minutes at a time ; the call gets disconnected ; the representative connects me to another representative who says they can't help, and then connects me to another representative who also can not help, and then transfers me to the " loan department. '' The call either goes nowhere and I have to give up, or the call gets disconnected. I have called the supposed loan department 's direct number XXXX but the process is still the same as above. In fact, a representative that answered from this number tried to give me the same number when I asked for a direct number to the Truist loan department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The Credit Bureaus never did a proper " Investigation '' according to the FCRA. The term investigation consumer report means a consumer report or portion thereof which information on a consumers character, general reputation, personal interviews with neighbors, friends, or associates of the consumer reported on or with others with whom he is acquainted or who may have knowledge concerning any such items of information. They did not do this. Also, they have violated my rights even more in accordance with the Fair Credit Reporting. Everything has to be 100 % accurate on my credit report. The Credit Bureaus stated my account was properly investigated by how is that possible if the open date is inaccurate, the date last active is inaccurate, and laste last reposted is not accurate. This is ground or removal. They also violated the law because according to 15 U.S.C 1681 section 602A states I have the right to privacy. 15 U.S.C 1681 Section 604 A section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. I did not give anybody written instructions
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: bbt bank truist said i owe {$900.00} i had account 30 years ago paid it off
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27401
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was then very disappointed to hear the ( teller/manager/a SunTrust employee ) ask me " Where would someone like you get all that cash? '' I recognize that in today 's America, a young XXXX man with money is automatically assumed to be a criminal, but I thought that people would at least have the decency to keep that assumption to themselves. Still, I politely informed the ( teller/manager/a SunTrust employee ) of my multiple revenue streams, which caused her to raise her eyebrows, seemingly in disbelief. I left the branch not long after that. Approximately one week later, on XXXX _, XXXX at :, I called SunTrust at XXXX to check the status of my account. The lady who answered explained that the sudden increase in deposit activity was the reason the account was locked. I asked her how one could even verify cash deposits without asking me for proof of my source of funds, but she said she could not tell me due to company policy. She told me that the verification would take 60-90 days. Ever impatient, I called again a week later. The representative said she would have to transfer me to another department, and after an extended silence, the call disconnected. I called many more times, always receiving the same response or being put on hold for hours. Even after the 90 days passed, I had not received an update on my case ( case number ___ ). SunTrust demonstrated little regard for their customer. On XXXX XXXX, XXXX I tried to login to my account, hoping the account may have been silently unlocked. I was instead greeted with a notice that read " user inactive, please call XXXX ''. I immediately called, and the customer service representative asked me for my debit card number, which I provided. The customer service representative told me there was no record of my ever having been a customer with SunTrust! Then of XX/XX/XXXX, I recieved a letter from Truist ( apparently there was a merger/rebranding at SunTrust ) . This letter stated that I would receive a check within 15 business days. Well after 15 business days had elapsed, I received a check for XXXX cents. I can only assume that this was a reference to the XXXX XXXX symbol. ( XXXX is the XXXX letter of the alphabet, and they use XXXX as a stand in for the phrase " XXXX XXXX '' ) They also sent me a debit card ( I assume that this was meant as an additional act of mockery ) Without access to my funds, I was living off credit cards but also could not pay them. As such my credit card with XXXX XXXX became delinquent and was closed. My ____ credit score suffered. The lack of funds also made it more difficult to fulfill client contracts resulting in loss of income in excess of {$10000.00}, not to mention the cumulative hours spent attempting to unlock the account. All this made the holidays and caring for my ____ year-old son difficult. I couldn't afford to buy him any XXXX presents. I hope that this isn't the first one he remembers. My faith in banking institution was confirmed and met with newfound revulsion. How could SunTrust not only lose record of my account but abscond with {$27000.00}? Is this mere incompetence by a clerk or institutional XXXX by corporate thieves? If they have no record of my being a customer, then why am I receiving statements? If I'm not a customer, such emails are a violation of the Can-Spam Act and incur a {$16000.00} fine per offense, which would amount to __. I demand SunTrust / CFPB / XXXX XXXX XXXX XXXX investigate and expeditiously resolve the following : 1 ) Restore my {$27000.00} plus the Maryland legal interest rate of 6 % for _ months, totaling $ ___ plus {$10000.00} in damages. 2 ) Provide documentation elucidating SunTrust 's culpability in my delinquency with XXXX XXXX to assist in repairing my credit with XXXX, XXXX, and XXXX. Please mail a check made payable to __. Even if SunTrust can rectify this egregious offense, I would rather take my chances with the burglars. At least they have the decency to do it in one night, rather than dragging it out over the course of ____ months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20708
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A