Date Received: 2022-04-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a checking account with Truist Bank on XX/XX/2022 at the branch located at XXXX XXXX XXXX XXXX, FL XXXX with XXXX XXXX XXXX I emailed XXXX XXXX two forms of documentation to verify my address and I also provided her my passport in person to verify my identity in order to open the account. On XX/XX/2022, I called and opened a savings account over the phone. Shortly after doing so, I deposited XXXX into my Truist account. On XX/XX/2022, I tried to use my debit card and it kept declining. I called Truist and that's when I was told my account was closed because I didn't verify my address, even though I know I did that when I initially opened my account in the branch. This bank has done nothing to help and now my money is being held and I have no access to it. If it isn't rectified through these complaints, a lawyer will be getting involved XX/XX/2022
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33598
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: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX my checking account at Truist Bank was hacked. The hacker managed to XXXX {$630.00} out of my checking account, and then on XX/XX/XXXX the hacker managed to XXXX two more transactions, one for {$200.00} and another one for {$50.00}. I called Truist at XXXX and reported all three unauthorized transactions for a grand total of {$890.00}. They filed a claim and the claim number is XXXX. I received documents in the mail which I filled out completely and dropped off at Truist at XXXX XXXX XXXX, XXXX XXXX FL XXXX. I waited in the lobby for over 30 minutes and no one even acknowledged me although bankers and branch manager were not doing anything. After a long wait, the branch manager asked what I needed and proceeded to walk me over to the teller line where they faxed above referenced documents and interoffice mailed the originals. I went in to the branch 4 other times ( XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX ) to inquire on the status of my claim, because anytime I called the 800 number I wait a minimum of 2.5 hours and one time I waited for 3.5 hours and ended up getting disconnected. It is today XX/XX/XXXX and I still have not received a call to confirm receipt of my documents and an update on the claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked my credit report in preparation to buying a home and discovered accounts that I did not authorize. I have reported the attached accounts to all three credit reporting agencies and they have not corrected this information. I filed Identity theft packets as directed by the police and investigators to have these fraudulent accounts removed immediately. No action has been taken to remove these fraudulent accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a letter dated XX/XX/2022, from Truist Bank indicating I tried to deposit a check for XXXX into my account, but Truist Bank rejected the check deposit stating the check was fictitious. Now Truist Bank is asking me to pay {XXXX} for overdraft fees. I never opened any accounts with Truist Bank, so an unknown person fraudulently opened an account in my name. The hot check was from a company called XXXX XXXX XXXX located in XXXX, LA. The check had no account number printed on it and was signed on the back using my name with a forged signature. A copy of the check was sent to me by Truist Bank. Evidently, someone also created a fake account in my name at XXXX XXXX XXXX. I tried canceling the account with Truist Bank but was not successful. Repeated attempts to contact them resulted in excessive wait times and I eventually stopped attempting to contact them. I have had approximately 12 companies or credit card services send me notices that someone tried to open an account in my name. Most seem to be unsuccessful, but I am worried that somewhere an account in my name has been successfully opened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Hello, I have a checking account and credit card account set up with Truist. I would like to pay off the balance I have on the credit card and so I would like to deposit funds into the Truist checking account to then directly pay off the credit card. However, there's been numerous hurdles that Truist hasn't bothered to rectify as they've totally abandoned me to navigate all of Truist 's shortfalls. All the while Truist is in a position to penalize me for delays that are fundamentally caused by errors with their systems on their end. I first attempted to connect an external non-Truist account through their transfer screen. I added the information on all the fields for this external account and the screen notified me that I would need to wait until trial deposits were sent into my account. I saw the trial deposits appear and I reached out to customer service to ask why I couldn't verify my account and they let me know it might take XXXX days for the button to appear. First mistake on Truist 's end is that they sent me XXXX trial deposits and their system only had XXXX fields to verify the trial deposit. I verify XXXX of those trial deposit and the screen on the mobile app says the account is verified. However, I didn't see any option to access that external account, ie when I follow the process to execute account transfer this new non-Truist account isnt showing up. Interestingly the Desktop site for Truist doesnt even show that the external account exists, although once I try submitting it again a notification comes up that completely contradicts the page. The system is such a mess that it both can not find the account and confirms its already been verified. I contact customer service and the process has taken over XXXX hours and multiple agents and still no solution has been made available. The first XXXX minutes I spend explaining to the agent that this is simply a case where Truist has made a mistake and Im left holding the bag and dealing with the fallout for their mistake and that this isnt an issue that I can be solve from my end this isnt a matter of me missing a step. Once they understand the situation it becomes a guessing game of which department Ill be left waiting on hold which is to say another way of passing the buck. After all was said and done the technical XXXX apologized for not being able to resolve the issue after again spending multiple minutes explaining the multiple issues. Still Truist expects to be paid even if their own systems fail at making this happen. Allow me to summarize. The system Truist is using for transfers has some serious issues. Though the account says verified it doesnt show up for their transfer process. The information between the mobile and desktop versions show XXXX different realities. The desktop version both says that there isnt an external account and that it already exists. Ultimately the customer service agents take up many hours and dont produce any solutions and Im on the hook to pay Truist using broken infrastructure that theyre responsible for fixing. This is at the very least a conflict of interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02860
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am now 6 months into the process of trying to gain access back to my account. This is the 2nd report I have filed. Some while ago, I was given a notice that my account was locked and that I no longer have access until I can confirm fraudulent activity. I followed their instructions on submitting the necessary and proper documentation to validate my account. That paperwork was all properly submitted over a month ago. The representative in charge of my case does not answer the phone. It has now been 6 months and I have not had access to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My account and or card was compromised. Funds were fraudulently stolen from me. i opened a fraud claim with my bank TRUIST, they've credit my account of the missing funds. On few weeks later i receive a negative balance of XXXX. I am confused because i believe my bank failed to protect me as a consumer and my consumer rights werent protected. I cant afford to lose any funds in a dire time like this. At this time I would like TRUSIT to uphold its commitment to the Electronic Fund Transfer Act or ( REG E ). This federal law protects me as a consumer against such claims. Thankyou
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27410
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX, I was alerted by XXXX that Truist bank had reported that an installment loan was 30 days past due. I immediately looked into my account which was on autopay since I opened the account in XXXX of XXXX, stated that my balance owed was XXXX and there were no statements for the month of XX/XX/XXXX which reflected the delinquency. Furthermore, I was never given notice before the credit marker was placed that my account was late. I immediately paid the amount that was owed, and could not set up auto-payment. I called on XX/XX/XXXX to get things clarified, however, the representative stated that they would not remove the credit marker. My credit score has dropped by 40 points due to this their bad business practices. I am currently suffering as I am in the process of obtaining a mortgage and this is putting my ability to close on a loan in peril. They also stated that they were to update my account information. But they never did per their email sent in early XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received an offer in the mail from Truist to receive a {XXXX} reward if I opened a checking account and had at least {XXXX} in direct deposits per statement period made. I opened the account on XX/XX/XXXX. There was a hiccup on the webpage that prevented me from adding initial funds, but I was able to get direct deposit set up and my employer made the first deposit on XX/XX/XXXX. They have continued to deposit over $ XXXX since. On XX/XX/XXXX I received an email saying in their final review, I did not meet all of the qualifications for the reward, therefore the reward would not be processed. The offers page indicated that my account was closed before the reward could be provided, even though my account is still open now. I spent over an hour on the phone with Truist to report the discrepancy on XXXX, and the support person said clearly the account wasn't closed, that they would escalate the problem and I would hear back within 5 days. Hearing nothing, I called back on XX/XX/XXXX and spent another 40 minutes on the phone with the support person, who again escalated the problem and said I would hear back within 5 days. As of XXXX, I have still heard nothing, the offers page still says I didn't get the reward because the account was closed, however the account is open and receiving direct deposits twice per month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Hello, I am writing today because I have had all of my major bank accounts closed. It started back in 2015. I had a XXXX XXXX account & it was closed because I was unable to pay back {$200.00} that had gotten direct debited from my account. So, that account was closed and I still had an account with XXXX XXXX XXXX account, XXXX XXXX and BB & T. I was notified in the mail that those accounts would be closing as well & advised to have my direct deposit set up else where. I am a victim of Identity Thief. Someone at my dentist office stole my identity some how and I was sent an letter in the mail explaining. I also received a phone call from my dentist office explaining that I may need to put a lock on all credit. But, by this time it was already to late. I am XXXX XXXX XXXX & having a hard time with opening bank accounts because of something that someone else did to me. This is unfair and I am with hopes that I may be able to be helped. I have tried calling corporate and explaining to them my issue. I want this to be resolved even if Im allowed to open up an account with restrictions for a while they monitor my account. I just dont think I should have to deal with this because my identity was stolen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A