Date Received: 2022-03-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX I made a payment of XXXX to the credit card account with truist. It was never applied but paid to their app system. I called and they lied and claim they never got the payment. I have proof attached here it was made and went through.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24112
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I received a statement from Truist ( brand name for merger of Suntrust & BB & T ) dated XX/XX/XXXX for an auto loan I had with Suntrust. 1.Customer Service gave me a phone number that is located in XXXX XXXX XXXX I think the service number I called ( XXXX or XXXXthat was the number in my coupon book ) went to a scammer. 2.Balance is incorrect. There is a discrepancy of {XXXX}. I only want to owe what I signed up for before the merger. The " Previous Statement Balance '' on the first statement I received from Truist does not match the outstanding balance in the loan transaction history listed on the second page of the statement. The transaction history indicates the outstanding balance on my car loan to be {XXXX}. This was confirmed per my call to Suntrust automated help line on XX/XX/XXXX at approximately XXXX. The Truist statement indicates a balance of {XXXX} which is incorrect or is due to them charging fees that were never disclosed. 3. My loan number was changed which does not follow online information regarding the merger.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: CEASE AND DESIST I am writing to inform Truist Bank that I am making every effort to pay my mortgage. It is a simple interest loan and there is no prepayment penalty. Per my statement dated XX/XX/XXXX, my account balance was {$110000.00}. I submitted a payment on XX/XX/XXXX for {$110000.00} in XXXX separate payments of {$99000.00} and {$12000.00}. I purposefully paid this amount because I did not know when this would be credited to my account and I am aware that mortgages are paid in arrears. Meaning : I would owe additional money for the interest accrued until the payment was received. This would have been paid upon Truist receiving my XXXX or XXXX payment of {$850.00} depending on how this was credited to my account. They would then refund the difference. It is simple math. The calculation for interest owed was {$110000.00} x XXXX = {$15.00} per day. As an example, if I paid the balance on XX/XX/XXXX, 18 days of interest is equivalent to {$270.00}. Since my payment on XX/XX/XXXX was {$54.00} higher than the balance owed. This number should be subtracted from the interest due for a balance of {$220.00} ( plus interest until paid in full ). On XX/XX/XXXX, I returned Truist 's check of {$99000.00} to my branch on XXXX XXXX, XXXX SC. It was directed to my mortgage at this location. I will not pay anything additional to my mortgage except the interest due after the original {$99000.00} payment received date of XX/XX/XXXX. I have made every effort to pay Truist Bank {$99000.00} and you have willingly returned my payments. If the XX/XX/XXXX payment to my mortgage through the branch is refused, I will deposit these funds with XXXX XXXX XXXX and I expect a loan satisfaction letter from Truist Bank. Finally, I will not pay a recording fee for {$10.00} as this was never disclosed during my loan application. This is final effort for your understanding
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: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: was tricked into wire transfer money for loan closing by intercepting my email conversation with the title company XXXX in the amount of XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I paid the settled debt in full but the company is giving me the run around on sending me a receipt that I can provide to the original debtor so I can have the vehicle title released. They send me to a " receipt hotline '' to leave a message and I have done so. From there they should email me or snail mail me the receipt but there seems to be a problem with the email address ( they keep misspelling it ) or I am unable to talk to someone that can give me any information at all. At this time the receipt is supposedly being re-sent because they made a mistake in the address. They are unable to tell me how long this will take and have no way to expedite the process. Date Settled XX/XX/XXXX Date Paid XX/XX/XXXX Amount Settled {$1200.00} Contacted the company on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX so far
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94002
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: 13 overdraft fees charged to my account for transactions that are DOUBLED, listed as both gone thru and then listed again as pending! Along with my overdraft protection has been turned off, so my fees are {$36.00} instead of {$12.00} each! Transactions with no name or identification, with amounts we never spent! NO EXPLANATION!!!!!! NO RESOLUTION!!! I am being charged fees for transactions that should not even be there!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33852
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called Truist 3 times about my mortgage payment. I had no issues with SunTrust. I was set up to have my payment come from savings. Since Truist took over they are hitting my checking account. They charged me an NSF fee. Told me they would take it off my account due to their error, but instead continued to charge me the NSF. Asked them to fix the account so they hit savings. Employees could not figure out how to do it. They hit my checking again. They wont answer the phone. They dont have the ability to accept emails. Employee I did talk to the one time told me I needed to talk to digital support if it hit checking again. So I called that line only to get Life Line wanting to give me a button to wear around your neck. This bank is the worst ever!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49534
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went onto the Truist website to check the amount balance on my mortgage. I then went to make a payment and the option to go directly to the mortgage company is no longer available. All of this occurred on XX/XX/22. I have tried to call the company and I have been on hold for over 2 hours. When I was connected to a live individual, then they said they would issue a complaint which will be noted about the website. I asked how I can pay my mortgage, and the individual provided no response. I was then suggested to be transferred again with no support. There is no way to contact the bank through email to have my complaints addressed. On the website it states that if you login, then all services will be available. However, once logged in there is no website to pay online. To pay over the phone is an additional fee. The last occasion I paid in person, the amount went missing and applied incorrectly. When I last sent in an amount via snail mail, it was not received in time and I received a penalty. Therefore, having a mortgage site up and available for easy access to users would solve the problem. However, Triust Bank/ Mortgage does not support their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist assumed our mortgage loan from BB & T. I found a past payment was not correctly credited to our mortgage and the latest payment ( made in XX/XX/2022 to BB & T per their instructions ) is not being credited by Truist. I have tried to resolve these errors with Truist but have been placed on hold ( for 45-60 minutes ) and a scheduled call from a supervisor ( XXXX ) at Truist was not kept ( XX/XX/2022 ). When I called customer service again, ( after another hold of 45-60 minutes and repeated holds during the call ) I was told they do not have a record of my earlier calls or XXXX the CSR I spoke with ). My concern is in assuming our existing mortgage loan, payments are not being correctly credited and I am being asked to make payments when they are not due. I am always 2 months ahead of the loan payment date. I believe Truist intentionally makes it difficult to reach them by telephone as a way of not dealing with their poor management of the assumption of BB & T.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 596XX
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, I opened a Truist account with a {$500.00} bonus offer attached to it, and opted for electronic statements. On XX/XX/XXXX, I received an email saying the bonus would not be honored, without any specific explanation. At this time, I attempted to log into my account, at which point the online interface told me that my User ID was not recognized, which continued to occur when I tried again later in the week. Customer support wait times were in the 2-3 hour range and it was not possible for me to operate on this schedule. Given that I was told the offer wasn't honored and my account was no longer usable online, it seemed clear to me that my account was closed. However, on XX/XX/XXXX, I received a paper statement in the mail ( despite having opted for electronic statements ) indicating that I was charged both a paper statement fee and an account maintenance fee, totaling a charge of {$14.00}. This is unacceptable, particularly given my lack of access to the account because of Truist 's actions and the lack of availability of its customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A