Date Received: 2022-04-07
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: THIS COMPANY IS COMMITTING FRAUD BY REPORTING THIER INCOME ON MY CREDIT REPORT. THEY FILED IT ON A XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60409
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: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I was an employee at the time that I took out a Business line of Credit with BB & T which is now Truist Bank. The agreement stated I would be charged {$100.00} annual maintenance fee starting on my origination date and stopping on my maturity date. My origination date was XX/XX/XXXX. This was a THREE YEAR line of credit. My line matured on XX/XX/XXXX. Prior to my line maturing the branch manager had called me and asked if I wanted to renew the line. I asked her what the new rate would be since I caried a balance on the line of credit. I was either going to pay it off or renew the line. Well my line matured on XX/XX/XXXX and Truist charged me another annual maintenance fee but closed off my access to the funds to use since it had matured. I heard back from the branch manager a few days later and I had asked her if I was going to renew the line, were they going to charge me an additional {$100.00} annual fee and she responded a few days later saying yes. So Truist not only charged me {$100.00} annual fee on my maturity date while cutting off my access to funds but they were going to charge me another additional {$100.00} annual fee on top of that if I wanted to renew the line. That is absurd and completely unethical. So now I have FOUR annual fees assessed on my THREE year line of credit. The branch manager asked for a refund because she was unsure of why the fee was charged on maturity date. She was denied that request. I then called in and spoke to a representative in their loan department who read the agreement with me and agreed that I should NOT have been charged another annual fee on maturity date when it clearly says it would stop on maturity date. She submitted a request for the fee to be refunded as well. She escalated the case to the customer care team in which I was to receive a call within the next 7-10 days. I requested a copy of that agreement I signed to be mailed to me since Truist had now removed my access from seeing it online. I called in a few days later to find out that her request had been denied as well. I spoke to that representative to review it with me and see where it makes sense that the bank would charge me again on my maturity date when the agreement clearly states they would not. I asked her as well to send me a copy of the loan agreement as well. She as well escalated the case creating a new ticket which I was supposed to received a call back within 7 - 10 business days. I then over the next 2 weeks kept calling in spending well over 15 hours on the phone trying to get this resolved. I then submitted a CFPB complaint in which XXXX XXXX XXXX out of XXXX called me from Truist letting me know she was going to handle my complaint. I asked her as well for a copy of the loan agreement to be mailed to me. Every request for a copy of the loan agreement up to this point had been denied. The bank was refusing on purpose to send me a copy. She spent about 20 days to get me her response in which she stated the bank was in the right to charge the fee because there was still a balance on the line at that time. She clearly doesn't not understand banking and how charging fees works and maturity dates work. I was an employee of BB & T/ Truist for 6 years until I left last year because of unethical things like this going on. I didn't want to be apart of it anymore. I asked XXXX again where was my loan agreement that I had asked for almost 3 weeks ago from her. She said she would now send it out after she has now closed the case. For whatever reason she denied my request as well in the beginning to send it out to me. She however did sent it out after she closed the case and I received it last week. I had received it over 2 months after I initially requested it. Thanks to my training on Fair lending practices and ethics training while I was employed at Truist, I understand and know what the bank can and can not charge fees for. The agreement is also very easy to read. It states under " Annual Fee : " The Borrower hereby agrees to pay an annual fee of {$100.00} on the due date of this agreement and due thereafter on each anniversary date of this agreement UNTIL THE MATURITY DATE as it MAY BE EXTENDED from time to time. '' What she and the bank has failed to comprehend is that the line of credit MATURED!! It was not renewed! The next section discusses the part where the maturity date may be extended from time to time. It states under " Renewal : The bank may, at its option, renew this agreement in whole or in part, substitute a new instrument of different form for this agreement, or make changes in consideration of loan extension. The Bank may charge any fees permitted by applicable law for the MODIFICATION, RENEWAL, EXTENSION, or AMMENDEMENT of any of the terms of this agreement. '' Again I never renewed the line and the bank never renewed the line. The line of credit had matured. The maturity date was never extended. They can charge an annual maintenance fee if they decided to renew the line but they didn't!!! So therefor the only thing they can charge me for on the balance on the line is INTEREST! They can not charge me an annual fee on a line I no longer can use and then charge me interest as well. This is how class action law suits are started and how the reputation of bank can be tarnished. The only reason I had a balance on the line still was because I was waiting to hear back from the branch manager on what my new rate would be if I renewed the line. Once I found out they charged me a {$100.00} fee on the matured line and would charge me another {$100.00} fee again to renew the line I informed them I would just pay it off online. Then there online banking would only take max daily payments of {$1000.00}. Then there was days where their online banking wouldn't even allow me to make payments. I have screenshots of all of these. I called back XXXX to urge her legal department to review this before I get my legal team involved. I have left her 2 voicemails and she has refused to call me back. The bank should be ashamed of themselves for trying to take advantage of people like this. I'm sure they are doing it to others. If anyone else has seen this happen to them please contact your attorney. This is completely unethical and fraudulent. Nowhere in their agreement does it say they can charge another annual maintenance fee if there is a balance on the line at maturity. Nowhere! It states the fee will stop at maturity unless the maturity date has been extended. I would expect better from a bank who is trying to rebuild their brand on trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I put my loan in forbearance offered under cares act during the pandemic and the bank has jacked up the amount to high than it was before. I need an explanation because I understood that under the cares act there should not be any interest charges for the loan during the forbearance period. The bank has charged me XXXX XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63021
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX Bank ignoring to speak to me regarding error made on their side in reference to monies paid incorrectly for our flood insurance. I have made 7 calls to the bank and the supervisor and or manger has refused to speak to me to fix this issue. We pay our flood insurance through our HOA and the HOA pays our bill for the flood insurance. We sent a confirmation of the payment and the declaration page to the bank and the bank issued another check to the insurance company in error. Now the Bank wants us to pay bank the escrow monies used in this payment, when the payment should have never been paid. The bank is Truist Bank and I have had nothing but trouble since the merger between SunTrust and XXXX XXXX XXXX. Consumers should be aware of the horrible customer service with Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33917
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist bank withdrew double my mortgage amount from my account. They refused to return the funds to my account unless I could prove that they took it from me - even though it clearly shows on my account that they took a double charge ( as in can see in their truist account and visible and acknowledged. They then refunded but would only mail the check to me, which will not help me to pay my bills and further delay return of my funds. The reason they said was because they refuse to cover the wire fee associated with returning the money which they had stolen. They literally stole my money, held it and then delayed its return because they were too cheap to cover the fee associated with their error. The customer service was horrific and while I expressed with the customer service reps the horrible financial position they had put me in, they literally laughed at me. I really hope at some point the government identifies this scumbag bank for what they are and does something about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: XX/XX/XXXX and XXXX 2022 our bank checking, savings and money market accounts had money withdrawn without our knowledge or consent. We have met with the XXXX XXXX and spoke to the fraud department of the banks who holds our accounts. We have had very little information about our case, and no money has been reimbursed to us. On the days mentioned above {$25000.00} was taken from our accounts. The XXXX XXXX we are dealing with can not give use a day of resolution, because in a conversation I had with an associate of the XXXX " they have so many fraud cases '' I can not give you a timeline when you can receive your money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This week
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23701
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist Bank received XXXX payments for my Fixed Rate option as part of my Home Equity Line of Credit and misapplied my XXXX and XXXX payments causing my Credit Line to be revoked, negative reporting to my credit bureau, and late fees attached. I spoke with Truist on XX/XX/XXXX who corrected the payments ( reflected after processing on XX/XX/XXXX ). However, they have not yet reinstated my credit line, removed the negative reporting on my bureau or responded to inquiries to their XXXX escalation line made by phone and email. With hold times more than XXXX minutes, it is not acceptable to not respond to inquiries made via electronic communications including their website, XXXX and email. I need this to be resolved as soon as possible as they are restricting my ability to borrow which if not resolved, may impact my ability to borrow on other credit products. There has been no response from Truist at any level.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX XXXX all inquiry I have no knowledge of can you please remove these from my credit report asap
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I have been working for over 6 weeks with a local title company to obtain a paid in full letter or lien release for a loan we had with Truist Bank. Our Home Equity Line of Credit was originated by Suntrust Bank who merged with Truist Bank. Our HELOC was paid in full on XX/XX/21 and was never released/reconveyed by the Lender. My wife and I and the Title Company have made dozens of calls and sent numerous emails to Truist to resolve this issue. Truist has no record of our HELOC but has promised numerous times to mail out a paid in full letter. This has never been done. We are now about to be XXXX as we have only a few days left to send over funds for a home purchase. Truist Bank has 75 days by law to provide the lien release and is in violation of the law. We need this issue to be resolved IMMEDIATLEY!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95076
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A