Date Received: 2022-04-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I had savings account with XXXX XXXX. I opened up new savings account. With trust which was still SunTrust at the time. On XX/XX/XXXX I did an external transfer for {$10000.00} from XXXX XXXX savings to SunTrust. Money left XXXX XXXX account but never made it to SunTrust account. I've spoke to both Banks on the phone several times. Went to SunTrust and spoke to 4 different people. I've got several emails from XXXX XXXX. Both Banks are pointing at the other saying it's their issue they need to solve it. Neither bank will communicate with the other. Here it is XX/XX/XXXX and my savings still hasn't been put in account neither bank in a doing anything about it. {$10000.00} that was my life savings something needs to be done. What are my options? What type of lawyer do I need to handle this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
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: Funds not handled or disbursed as instructed
Consumer Complaint: My debit card was used somehow to withdraw over {$9800.00} from my Checking account at SunTrust now truist at the end of XXXX in XXXX I was leaving for XXXX boot camp on XX/XX/XXXX of XXXX I called SunTrust after I realized my account was negative {XXXX} I was assured that I would not be held liable and I would be reimbursed my funds while I was away at boot camp. While I was at boot camp I could not have any communication with the bank and I made them aware of that before I left. They sent me a rebuttal form to my address while I was away but I obviously could not get that paperwork back to them due to me being in boot camp. When I got out of boot camp I realized I was still negative XXXX in my account so when I got back to where I live XXXX Florida I went to by local branch a d explained what was happening to a personal banker we called the fraud team and they resent the forms for me to fill out which me and the banker did together and we faxed it in that day the fraud process takes 45 days to complete and on the XXXX day of waiting I was declined my funds because of the fact that I didn't submit my rebuttal forms the first time. I called the banker and scheduled an appointment and we contacted the fraud team again and explained as we had many times that I was in boot camp for the XXXX XXXX and could not have gotten those forms back to them the first time they were sent they then said I could have one more chance to resubmit my forms but it would take another 46 days and they would need proof of my military documents so we faxed all of that information to them that day military documents and a new rebuttal form another 45 days later and I was declined again for no reason. I asked them why I was declined and they did not give me a reason I've given everything they've asked for and they refuse to give me my money back and now on top of it since the account was negative XXXX they've sent it to collections and are now trying to collect that money from me. I told the fraud team that they have cameras on the ATM why can't they look at it and tell that it's not me making the transactions and they told me verbatim the cameras on all of the ATMs are fake and just for show which I know is obviously a lie. DISPUTE AMOUNT {XXXX} CASE NUMBER XXXX ______________________ DISPUTE AMOUNT {XXXX} CASE NUMBER XXXX I have 2 separate dispute cases open 1 in the amount of XXXX the other in the amount of XXXX 1st dispute case # XXXX 2nd dispute case # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34104
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: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2022 I logged into check my credit report and found an account that was fraudulently opened in my name with BB & T Bank in the amount of {$11000.00}. I have since resolved this issue with XXXX ( XXXX XXXX XXXX XXXX ) who is the debt collector and I am now working with Truist Bank ( BB & T ) to make sure my case has been discharged as fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80910
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: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I am a 35 year client, I have never had issues with my account. On XX/XX/2022 I was notified that I check I wrote from my XXXX Bank had bounced due to a {$7.00} shortage and their error that my account was not connected to my overdraft protection acct that had {$7000.00}. I am still waiting for the XXXX to reply to my call to see what they are doing about their error. you see it also took XXXX days to get my funds returned and fix my accounts there too. thank XXXX I do not use them as much, since I was told I could not enter the branch after I was laid off. That error/return caused TRUIST BANK to block my account by Tuesday XX/XX/2022 which I found out at XXXX on the XXXX that I was flagged for fraud and after XXXX hours on the phone I was in the wrong department. on XX/XX/2022 when I discovered i was unable to transfer from savings to cover bills coming up, you see my budget is to deposit in savings weekly so when the bill arrives is there, so I marched to the bank at XXXX when I found out they were open until XXXX Wednesday So I went to the bank in person and I was not even able to withdraw my own funds from the savings account, XXXX did not know what to do and had an attitude since I came in close to closing. The XXXX didn't know what to do either, so disappointing. I was able to finally get a hold of someone by Thursday XX/XX/2022 that assisted me in the transfers so my payment could go through. But but the next morning I find out my cards are blocked and my payments are tied to my cards that are now also blocked and it is now Friday with no resolution. That same person was not able to assist me in unblocking my card without emails that did not get answered and I faced the weekend with no access to my accounts. Thank XXXX on Saturday I was able to withdraw cash in person to deposit in my new bank. When I asked the teller why does it take over an hour on the phone and she says we are short staffed. By XXXX Night XX/XX/2022 when I arrived at home I find out that My XXXX Account is now flagged because a purchase was returned account closed, and now my direct debit that was due XX/XX/2022 is bouncing as well and I am now late. By Tuesday XX/XX/2022 I receive the letter from TRUIST threatening to close my account for an overdraft and I have proof that on that day I deposited cash and my account was not negative Monday night any more. All I keep hearing is I'm so sorry and no offer to fix things and get things back to normal. This was a small mistake that has snowballed into a big issue. All my bill pays are in that bank, so thankful I had opened a new acct already with my new job and was already transferring things and had a new debit card to get started. They give their seasoned 25 year employees no power to help their clients. The merger was awful and now no ability to email or chat and over one hour on hold every time. I demand my status is returned to normal asap. TRUIST BANK and the people at the XXXX Branch HAS CAUSED UNDUE STRESS AND I AM FILLING A FORMAL LEGAL COMPLAINT. THE STRESS CAUSED BY NOT HAVING ACESS TO MY FUNDS at a time where I was unemployed has caused so many XXXX nights. I am a XXXX XXXX client, I have never had issues with my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33703
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: Fee problem
Consumer Complaint: Overdraft fees charged when not authorized to do so. I request removal and refund of a total of {$100.00} in XXXX overdraft fees occurring on XX/XX/XXXX, XXXX, and XXXX, 2022, from the account ( number can be provided ) in the name of the parties XXXX XXXX and XXXX XXXX. Reason for request : Overdraft protection has never been opted into and on numerous occasions, have been actively opted out. I have a screen shot of the opt-out status from the online app, taken on XX/XX/2022, to verify that the opt-out was still in force. Efforts to resolve problem : On two occasions, XX/XX/XXXX and XXXX, 2022, XXXX XXXX contacted Truist customer service and after excessive on-hold times, received verbal assurance that the fees would be refunded, but this verbal commitment has not been honored. On or about XX/XX/2022, XXXX XXXX attempted to contact Truist on this account and encountered an unreasonably excessive wait time of more than XXXX hour. A formal letter was sent on XX/XX/2022, requesting a refund. There was no response to this letter within 30 days given. A copy of this letter is provided. I visited a local branch ( it was unavailable due to this dispute started as a SunTrust dispute. ) on Friday XX/XX/XXXX. Although the representative appeared willing to refund the fees, for technical reasons that I do not understand, he was unable to refund the fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 283XX
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: TRUIST Bank Issue : I went to TRUIST BANK XXXX location today to deposit a {$3700.00} check to my fathers account who lives overseas. They told me theres a problem with his account so they couldnt deposit the check or do any type of transaction on their end since there was a problem with his account. I told them I would go to another branch to try and solve the problem, but they said they can not solve your problem either, he needs to come to the bank in person. But meanwhile they already put the deposit stamp on the back of the check. I went to XXXX XXXX location to explain this problem and ask for help. XXXX at XXXX XXXX location told me theres NO PROBLEM with my fathers account and she deposited the check immediately without any problems. I am wondering why the TRUIST bank XXXX location tellers ( two ladies ) gave me such a hard time and told me that theres a problem with the account. It was very upsetting to have to drive all the way to find another branch. I was expecting the tellers to be more professional and do a better job. I will also call XXXX location again ( theyre not answering the phones its only messages ) and try agaib to talk to someone and tell them about the unprofessionalism of the people who work there.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
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: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I have an auto loan with Suntrust Bank/Truist for XXXX XXXX years where I have never missed a payment nor been late with a payment. I attempted to upgrade my auto with a newer model but with the same payments I have been making for XXXX years on the older XXXX, but was turned down due to the fact that my student loans have an instituted XXXX deferment which the bank is using the 1 % formula to calculate the XXXX because the XXXX status and payment amount is not showing on my credit report. The deferment eliminates this status which is not fair to the consumers.This policy needs to change. These XXXX instituted deferments of student loan payments are a problem for students on XXXX because instead of showing up on credit reports with the correct monthly payment, the creditors are using the 1 % of loan formula to determine XXXX. This makes it impossible for a student to even get a basic personal loan. I have encountered several declines because of this issue with the recent one with Suntrust Bank/Truist . If my true IDR monthly payment was used on the credit report instead of " XXXX '' this would eliminate this problem. It is impossible to waive this deferment. With the deferment listed on my credit report, my XXXX is 130 % and with my XXXX monthly payment listed, my XXXX would be 42 %. This problem needs to be fixed. Of course, Truist does not take into consideration my payment history with them, stating I should dispute with credit bureaus. Even though I have proof of the IDR payment, the bank will not accept this information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35244
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are finally reaching the end of this poorly handled mess created by Truist Bank. After spending some time in their online environment attempting to pay off the small balance on my home mortgage from my Truist checking account, it was apparent the regardless of how large I made the payment ( 3X the payment ) it was preventing me from completing my task. There was a pop-up that requested that I call a toll free number and I spent roughly 30 waiting for a customer service agent. After discussion, it was apparent that I was not going to be able to transfer money as the CSR and her manager were not helpful. In fact, the manager, XXXX, refused to talk to me and I was disconnected when I insisted on a transfer. At the end of my time with the CSR, she let me know my payoff was {$370.00} and XXXX cents per day after the XXXX. I called the branch on XXXX XXXX in XXXX SC and they sent a check for me for the payoff plus 2 days interest at my request. Why Truist needs a mailed check or a wire transfer is a mystery. XXXX from my checking is faster, more secure, and more verifiable. Through all of this Truist disaster, the owe me roughly {$150.00} in over-charged interest per my numbers. I expect that back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
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: I made a purchase that turned out to be from a fraudulent seller, Truist is refusing to re-open the claim because it " timed out '' as I never received their mail. They never notified me the claim was being closed, or that the merchant responded to their request for information. Instead of a kids 400+lb playset, we received a pair of fake sunglasses, but nobody along the way reviewed the tracking information to see that what was sent was not what was ordered and the seller will not respond of course as they are fraudulent. Multiple times I've been told by Truist, over the course of a few months, that I would be getting a call back from their supervisors, but the calls never come.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently trying to pay the balance of {$360.00} Plus {$1.00} interest Plus {$10.00} Recording Fee on my mortgage directly from my checking account. While this number is higher than the amount I calculated by roughly {$140.00}, I understand that I will need to sue Truist for those funds plus court costs and my time ( not to exceed {$10000.00} per statute ). There should be no difficulty in accomplishing my goal EXCEPT Truist is an obstacle to paying-off my mortgage. Please explain to my why a payment from my checking account is not allowed given that every payment I've made in 13 years has been through transferring funds electronically.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A