Date Received: 2022-03-27
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: My complaint is about customer service with Truist Bank ; Service remains very good at my local Truist Bank here in XXXX but its absolutely horrible if calling into Truist Customer Service by phone. There is never any immediate availability of a customer service represenative and im always put on hold for an average of at least 30 minutes before some Truist Customer Service representative becomes available to speak with me. And its usually someone with a XXXX accent that is very, very difficult to understand and often have to ask the Truist represenative to reat their comments more than once. BB & T customer service was easy and very good but after the merger with Sun Trust Bank and forming Truist Bank custimer service has become totally unacceptable due to call wait time, the many XXXX customer represenatives that are very difficult to understand ( Not meant to be a XXXX comment ), the inability or actions to follow up on or remedy my requests or needs, etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37323
Submitted Via: Web
Date Sent: 2022-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Great Grandfather started a trust fund/XXXX Account with XXXX XXXX for me to collect when I turned the age of XXXX. Once I turned XXXX, I had the funds in my XXXX account sent to me through a check on XX/XX/XXXX. I deposited that check through Suntust mobile deposit on XX/XX/XXXX. Shortly after, I found out Suntrust put my bank account on hold and held my check for suspected fraudulent activity. I was instructed by Branch Manager of the XXXX XXXX Ga XXXX XXXX XXXX XXXX, to go through XXXX XXXX XXXX to prove the check was not fraudulent and once proven I would receive my funds. After going through the process of proving the legitimacy of the funds with XXXX XXXX XXXX and having all fraudulent activity and history removed from my Suntrust account I still did not receive my funds. After many months of unhelpful back and forth between XXXX XXXX, XXXX XXXX, and myself, XXXX XXXX refused to contact myself or XXXX XXXX or answer any calls from XXXX XXXX. After contacting SunTrust customer service, on XX/XX/XXXX, and speaking with a representative by the name of XXXX XXXX they told me that they could not help me but recommended I speak with a different branch manager. On XX/XX/XXXX, I spoke with Branch Manager, XXXX XXXX XXXX of the XXXX XXXX in XXXX GA XXXX He stated that I had sufficiently proven the check was not fraudulent but Suntrust refuses to realese my funds to me unless XXXX XXXX agrees to issue a Hold Harmless Letter. After XXXX XXXX manager, XXXX XXXX, spoke with XXXX XXXX regarding the situation ; she explained that XXXX can not legally issue this type of letter for this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2022-03-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm client from BB & T for more 10 years. I was on forebance plan for 12 months. But before the 12 months expires ( around 4 months early I received a letter from loan modification about to refinance my existing loan ) I called the bank and told I'm under forebance program. They told me : That letter was a mistake, You suppose to not receive that kind the letter, that department didn't have a accurate information about your loan. They told me throw the letter away. They will send me a new package ( payment deferral agreement ) and need to signed and get back to them. So I did. And they told me to keep doing my payments. So I did, too. But last week a received a other letter from Truist Bank, saying You mortgage account is in default .Loss mitigation is going to start foreclosure process. I call them again, phone call took almost 2 hours. My wife and I found a big problem inside Truist Bank and Truist Branch. They have a bad communication between different departments. I have my receipts ( mortgage payment ) from the last 6 months ( around XX/XX/XXXX through XX/XX/XXXX ). I did mortgage payments on the Branch, BUT the Branch never applied the payments to the mortgage. For loss mitigation department looks I didn't make any payments. But they told me the bank have the money on HOLD. There was a mistake between mortgage department and Branch. Mortgage department blame that Branch. The Branch blame mortgage department. But the end the client pay all the mistake. Now I got the letter from them saying You didn't make the payments. Start the foreclosure process. And the end of phone call nobody solve my problem and told me they will TRY to fix their mistakes. Right now I'm frustrated with all this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2022-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are several inquiries on my credit report that needs to be removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2022-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-27
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: on XX/XX/XXXX Called to inquire about XXXX NSF fees. Customer service stated the fees would be reimbursed, unable to process there transferred to a different department where I waited on hold for a total of XXXX hour XXXX minutes. Then the line simply disconnected. 2nd attempt -placed on hold XXXX hour XXXX minutes 3rd attempt- placed on hold XXXX hours XXXX minutes Then the line simply disconnected. LINE/CALL SIMPLY DISCONNECTS!!!!
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: 2022-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-27
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/XXXX, my husband and I opened XXXX separate checking accounts on Truist 's website. My application # is XXXX, and my husband 's application # is XXXX. We didn't get approved immediately. The result we received were " Whoops. It's taking a bit longer than usual to get your account details ready. '' However, until now I didn't receive any email or mail regarding our checking account details. We only received XXXX emails ask us to make deposit into our accounts. But we are not able to do so because we do not know our checking account numbers. We are not able to create online banking either because we do not know any information of our accounts ( debit card number or account number ). We called customer service, spent XXXX hours on waiting and finally spoke with representative. They didn't know what's going on either. They asked us to go to a brach, but the nearest branch is XXXX hours of driving.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43230
Submitted Via: Web
Date Sent: 2022-03-27
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a checking and savings account with Truist on XX/XX/2022. With {$3000.00}. I had {$1900.00} in my checking account and {$300.00} just disappeared and the ledger said my balance was {$1600.00}. I have tried several times to contact customer service but I can't get anyone online or on the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 316XX
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XXXX, an Incoming Wire of {$3100.00} was sent to my checking account at Truist Bank. This was sent using the historical SunTrust Wire instructions. The Sender ( XXXX XXXX ) provided Wire Transfer Confirmation showing that the XXXX XXXX was successfully processed on their end on XXXX. On XXXX, I went to the Truist Branch in XXXX XXXX and spoke with Branch XXXX XXXX XXXX. I provided him a email from XXXX XXXX containing the {$3100.00} Wire Transfer confirmation on XXXX & he followed up with XXXX XXXX department & told me to check back the following week. The following week, I followed up with XXXX and was told that this domestic Wire could take until XX/XX/XXXX to hit my account. I asked him why so long & he said that was what the XXXX dept had told him. I told XXXX that it doesnt make sense for a domestic wire to take more than a week to clear. XXXX told me that there was nothing that he can do. I called the Truist Customer Service line & after waiting for 40 minutes on hold, was told that the Customer Service team can not provide information about Wires. I was given the phone number for the Truist XXXX XXXX XXXX when I spoke with the Wires Manager, she told me that she can not provide me any information about my Wire since Customers are not supposed to call the Wire desk. No help whatsoever! On XXXX, I went to the Truist Branch in XXXX XXXX, FL. After a XXXX hour Wait in line with other problem-riddled Truist Customers , the Branch Manager called the Truist Wire desk and enquired about the {$3100.00} Wire. After what seemed a half-hearted attempt, The XXXX desk says that it was unable to locate the XXXX & the Branch Manager suggested I make an appointment next weekNothing else she could do! At this point 2 weeks have gone by & my {$3100.00} incoming Wire is missing. I dont see anyone accountable/acting responsible to resolve any issues. I Banked withSunTrust for many years & their Bankers were always able to find solutionsbut within a short time after the Truist merger, I am missing money & have no confidence in this Bank. Very dangerous to have unsupervised kids playing with my Money & no-one accountable to answer where is my {$3100.00} Incoming Wire
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2022-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Purchased a condo home in XXXX, VA after a period of loan processing with lender XXXX XXXX XXXX, in or near XXXX XXXXXXXX, Virginia. This loan utilized a VA Home Loan. Based on frequent communication between my loan officer XXXX XXXX, and my insurance broker, XXXX XXXX of XXXX XXXX Insurance, and myself, I purchased a hazard insurance policy that met both my, and my lender 's requirements. I was advised by my lender, that their requirement would be to escrow this cost for the first year. I was advised a few days before closing, that my lender 's common practice was to re-sell mortgages in the short term after closing on the purchase was complete. After completing the a pre-closing advice session with a local closing attorney, XXXX XXXX, I completed the closing documents with his firm, obtained my keys, and took occupancy the same day and established my primary residence. A few months later I was advised of a change of servicing as my mortgage had been purchased by a BB & T Bank, which was itself in the process of being purchased by a financial company called Truist Bank. I had a similar issue arise around one year ago, which was considered resolve, XXXX complaint # XXXX. But I received a letter today, instead indicating that the company wished to again modify the requirements for my loan, by requesting I obtain additional coverages for my mortgage/hazard insurance beyond those required by the Original Lender and mortgage agreement. I have maintained my insurance coverages with my local insurance agent, XXXX XXXX, and have not made any reduction to my coverages. Yet my new company, wants me to take on additional coverages to comply with their own requirements. I did not originate my loan with their Truist Bank, or its purchased Banks BB & T nor SunTrust Bank. I do not believe that BB & T purchasing my mortgage, nor Truist Bank by proxy as the purchaser of BB & T Bank, should be able to insist upon new terms to my mortgage. They purchased the mortgage as an asset, and should instead be maintaining the original agreement and requirements set by the Original Lender, XXXX XXXX XXXX. Upon review of the CFR, section, Force-placed Insurance ( 12 CFR 1024.37 and 12 CFR 1024.17 ( k ) ), I see no provision which allows for the company to require greater coverages beyond those required at loan origination. But it deeply concerns me that what seems to be a clear over-reach by their mortgage department, to offset some unknown variable of risk, that did not concern my original lender, will potentially result in an increase to excessive amounts held in Escrow. I am hopeful that this may merely be caused by a lack of proper records keeping by the bank during their merger and acession into suntrust bbt and truist. But I again find myself unable to find an adequate answer by contacting the call center.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23518
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Without my permission BB & T took it upon themselves to allow many charges on my account from a furniture company called XXXX numerous times causing overdraft fees which resulted in a negative balance many, many times! I am very furious i have close my account they took months to refund my funds, but it happened many times after that. Please compensate me for the stress that this has caused. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A