Date Received: 2022-03-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: on XX/XX/2021 I opened a business checking account. My ex-husband, out of spite, called and claimed the account to be fradulent. I went into a local branch with all necessary documentation to prove that this was not fraudulent however, Suntrust/Truist , closed the account. There was a deposit/balance in the account at the time of closure ( XX/XX/2021 ) which was held for several months and never released to myself/my business. On XX/XX/2021 I called and was informed that the deposit amount of {$13000.00} was returned to the issuing bank and refuse to provide me with any explanation or written documentation showing the paper money trail. I don't know who the " issuing bank '' is and my client that initiated the deposit claims that they have no access or record of the funds being returned to them either. I need an explanation of where the funds are, and have them returned to me immediately along with interest for the time they have had our funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
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: Trouble during payment process
Subissue:
Consumer Complaint: Truist Bank has yet to provide me with a 1098 mortgage interest statement ( it is now XX/XX/XXXX ). I have spent hours on hold with them, been disconnected multiple times, and went to visit a branch in person twice, and I still have not received this form. I am nut sure how to pay my taxes without this form.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XX/XX/2018 my vehicle was totalled at the time the accident happened I owed {$33000.00}, my insurance company sent a check for the value of the vehicle, which was {$14000.00} leaving a balance on the vehicle at the time of the accident of {$17.00}, XXXX. My gap insurance then sent in a check for the balance of {$17000.00}. From the time of the accident, until the insurance company paid the claim, I continued to make car payments. When the gap insurance check reached SunTrust bank they had converted to Truist and the balance of the vehicle was significantly lower. I spoke with the gap insurance company and they said I would receive a refund for the payments made after the accident. Truist has told me that they received the insurance check on XX/XX/XXXX, XXXX, but won't apply it to the remaining balance, and won't give me a reason why. I've made complaints with the XXXX and, their customer complaint department, and the response has been they will look into it and give me a call. Over a month and I haven't been contacted, when I call Truist I still get the same answer. " Yes we received the check but don't know why it is not being applied to the remaining balance '' I tried to get approved for a new vehicle, and was denied, because Truist now has charged off the balance and that has hurt my credit rating. I have no idea what to do, Truist has a check from the insurance company and won't cash it, my credit rating has dropped so I can't purchase another vehicle unless I get a higher interest rate, and I have a refund for payments I made after the accident, that is not being reimbursed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23111
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: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sent an int'l wire from my local Truist branch. The staff member used the wrong intermediary bank and I am too inexperienced to have noticed. The money is stuck at XXXX XXXX. I learned this when the receiver informed me the next week they did not receive the wire. Since then, I have visited the branch, made 7 phone calls, and sent 8 emails to either the branch manager or their client resolution specialist. The CRS has never responded to either VM or email - in three weeks. The branch manager told me the return of my money was in process and that she would confirm details within 24 hours - that was 9 days ago. They have had my XXXX for over a month now- they have dodged my efforts to get it back. I am in trouble now with cashflow, as I had to send a second wire.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30067
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: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account ( account number : XXXX ) with {$500.00} promotion bous in XXXX and met all of the requirements. However, I haven't received the bonus yet. I was trying to contace the customer service but they never responded to me. Could you please help me check this issue? Thanks~ Details of this promotion : Truist is offering a bonus of {$500.00} when you open a new checking account and complete the following requirements : Use promo code XXXX Complete two qualifying Direct Deposits totaling {$1000.00} or more within 90 days of account opening
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78229
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I filled out an online mortgage application on Truist.com. I uploaded all pertinent docs to include pay stubs, w-2s, large deposit letters, bankruptcy docs. All docs were uploaded successfully. A loan officer emailed several days later stating he was working on my " loan approval ''. After having to resubmit most docs that I had already uploaded, he came back with information regarding down payment needed for a conventional loan. I asked if he could look in to the FHA programs as I am a first time homebuyer. He then got confused, asked if I was a veteran, stated a XXXX program was only for veterans. I kindly noted that I was not asking about veteran loans as I knew I did not qualify. He then told me, after pulling my credit ( I received alerts via XXXX and other credit monitoring services I am enrolled in ), that I was not eligible for ANY of the programs at Truist, and for me to contact him " on his birthday, XX/XX/2023, to find a program ''. My credit should have never been pulled as I had offered my bankruptcy discharge info on their online application at the very beginning of applying. He was completely unprofessional. I have the entire thread of communication. Now my credit score is reduced, this whole situation could have been avoided at the very start if I didn't qualify for any programs as they had access to ALL OF MY DOCUMENTS and as a loan officer, he should know about his companies products, services and what the eligibility requirements are.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 232XX
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: Deposits and withdrawals
Consumer Complaint: I have POA for my XXXX XXXX XXXX XXXX who XXXX. Our Attorney reviewed the POA document and advised it was good for managing her financial, personal and health maintenance and more. My sister is currently in a XXXX XXXX XXXX XXXX XXXX XXXX release her to an XXXX XXXX XXXX XXXX XXXX. We have located one and are having her transferred but our local BB & T branch holding her money will not allow me to allocated the funds. The doctors, attorney, XXXX XXXX XXXX, pharmacy and everyone else is in agreement that our document is valid and was executed two years ago prior to her XXXX progressing to the state where we have to assist her in order to keep her safe. This document has even been registered with the NC Dept. of registrations and deeds. I do not want her funds for my personal use but solely to pay for her own personal needs. Because she has a sizable amount of money in the bank the NC Dept of Health and Social Services advises they can not assist with any ongoing healthcare cost until her personal funds are reduced to only {$2000.00}. We need to get her assisted living fees set up as autopayments and need to have access to other funds to pay her other bills and personal maintenance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 278XX
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This complaint is against Truist. OVERVIEW : I'm locked out of my online account. I have no access to over $ XXXX of funds, can't issue payments, and no longer have an active debit card. RESOLUTION ATTEMPTS : I have spent over 10 hours on hold with Truist. The few times I've managed to speak with an XXXX call center agent, they inform me that my issue needs to be handled by a 'specialist ' and ask if I'll go back to waiting on hold. 100 % of the time they place me back on hold the call is disconnected within 5 minutes. I've left dozens of voicemails and contacted Truist on every social media platform that I can. No luck. I stopped in 2 Truist locations and asked for assistance. All Truist employees told me that I have to call in to speak with a fraud specialist that can assist in unlocking my account. At one point, I told the Truist manager that I want to close my accounts and she told that I couldn't close them because the person who has authority to close accounts had gone home for the day ( this was XXXX on a Friday ). At this point I'm desperate for help. I have bills that were tied to my Suntrust check card that are not bouncing back. I can't withdraw money and I can't initiate online transfers. The only FRAUD here is TRUIST!
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: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Reference : XXXX XXXX On multiple occasions, I reported to Sun Trust XXXX now Truist ) that there were some inaccuracies with the above detailed loan that must be corrected at once. Firstly, the originating loan amount was {$23000.00} at an interest rate of 4.75 % for 72 months, that entails monthly payments of {$370.00}, please correct an apply the right amount which is not the current {$370.00}. I do not have to pay XXXX cents more monthly because the correct amount is {$370.00}. Secondly, due to the pandemic the bank offered us forbearance of 6 months. During those XXXX months from XXXX until XX/XX/XXXX, the total interest was {$530.00}. When I resumed my payments in XXXX, Sun Trust held XXXX full months, XXXX and XXXX as interests only which is also incorrect. If you check the statement received from Sun Trust {$750.00} were applied as interests paid, nothing was applied to principal, when it should have been applied {$530.00} which is the correct interests for 6 months. With the profitable assistance for the bank, I want to know the exact amount of how much I would end paying in interests if I keep the loan for the entire 72 months. Since XX/XX/XXXX as of today, I have made XXXX payments and the remaining principal should be {$17000.00} not {$18000.00}. For all the above, there is a discrepancy of {$740.00} that MUST BE CORRECTED AT ONCE and proceed to apply the correct monthly payments for {$370.00}. XXXX. The attached letter was sent before proceeding with the XXXX payment, and the response received from Truist was utterly unprofessional and pathetic, and never responded these XXXX specific issues just stated the interest paid in XXXX for {$1100.00} and that information is also incorrect, I paid {$1200.00} in XXXX. Sincerely yours, XXXX XXXX XXXX XXXX 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: FL
Zip: 33179
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: Trouble during payment process
Subissue:
Consumer Complaint: I have 2 pending complaints with Truist Bank This evening around XXXX, I received 2 calls from Truist 's complaint resolution team from ( XXXX ) XXXX. I answered the calls promptly and was " HUNG UP '' on both times. I returned the calls and they close at XXXX. As a client, the bank is almost impossible to speak with about issues. Also, I rec 'd a check via XXXX from Truist today and PROMPTLY brought it to the bank. I had the branch apply the full amount to the mortgage. XXXX ) There was a payoff quote in the XXXX envelope that said I requested a payoff. This is not true. XXXX ) The letter noted a payoff the exceeds the returned check by roughly {$700.00}. Does Truist Bank normally return principle payments that are sourced from Checking transfers. The letter notes that the payment needs to be in a certified letter or wire transfer. XXXX ) Does Truist Bank allow clients to payoff their loans in the normal course of business? The letter from Truist stated that payoffs need to be in the exact amount of the payoff. That is an odd request given that it assumes that all payments on a 30 year fixed do not include any principle reduction payments. XXXX ) The payoff statement today indicated a fee for " recording ''. I assume this is to record a lien satisfaction. This fee appears to be a truth-in-lending violation as it was not noted on the initial GFE or TILA Disclosure. In today 's world, I suspect that this would not show-up on either the LE or CD. Random Fees that are known should be disclosed. Making principle reduction payments to a mortgage should NOT create this level of emotional distress. I am disgusted.
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: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A