Date Received: 2022-03-26
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XXXX the XXXX 2021 My bank card was stolen and in this process XXXX Dollars was taken from my account at XXXX and XXXX was taken at XXXX. When I reported the theft to truest bank they said they would investigate the suspected both of my checking accounts they investigated I'm thinking I'm gon na get my money back and at the end of the day XXXX later they declined the investigation said there was no fraudulent activity and myContinued to go deeper a deeper and debt. Overdraft feeds after overdraft be after overdraft fee XXXX different accounts were affected. And to this day they finally closed the account I was almost a {$1000.00} overdrawn in XXXX and XXXX and some dollars overdone in the other account. They informed me that there was nothing else I could do to make them give me back my money I have been wronged by this bank and I am almost {$2000.00} a debt because of it and they say there's nothing I can do. I would greatly appreciate any attention or time that you could put into this to please give me back my funds almost {$600.00} is where it started.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32244
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My auto loan was originated with Sun Trust bank in XX/XX/XXXX. At the time, I setup a monthly recurring payment to cover my required balance through Sun Trust 's online portal. During late XXXX, I was notified via mail my loan would be migrating to Truist and was directed to create a new online account on their website. This letter also advised that any recurring payment plans setup through Sun Trust would not migrate over to Truist 's website and needed to be re-established. The letter advised this transition would occur at the end of XX/XX/XXXX. In XXXX, I logged in to Truist 's website, registered a new online account and setup a new monthly recurring payment plan. The website did not indicate or note that any existing payment plans were in place. In early XXXX, I checked my banking account with XXXX XXXX XXXX and noticed two recurring payments had been withdrawn in the amount of {$310.00}. I immediately attempted to call Truist, but was advised the hold time would be over 60 minutes. Unable to wait this long, I tried again the next day, but the hold time again was over 60 minutes long without any sort of way to expedite. I attempted to reach out to Truist via XXXX and was offered a call back, however no time was provided and this attempt was made while I was working and unavailable. To try and fix this issue, I logged into my account in early XXXX and attempted to modify the existing recurring payment plans. Upon logging in, no payment plans were listed despite two payments being withdrawn. I did see my banking information listed through so I deleted it from the site. Upon deleting this information, I received a note indicating two pending payments ( for XXXX ) would also be deleted. This note was received despite no pending payments appearing. I continued with this action and received confirmation my banking information had been removed. At the end of XXXX, I again checked my XXXX XXXX XXXX checking account and noticed two recurring payments had again been taken out for {$310.00}. When logging into my online account now, I was able to see a log of all payments taken ( which wasn't the case before ). I deleted all pending/upcoming payments, but remain concerned that this won't be successful. I was able to get a hold of someone after a one hour wait on XX/XX/XXXX. They confirmed two refund checks would be mailed within the next XXXX days and no future recurring payments would occur. I am hopeful this will resolve my issue, but remain concerned that deleted payment information remained accessible for Truist to draw payments from.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75067
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: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have hard inquires on my credit report that are not mine. These are the companies reporting false information 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: ND
Zip: 58801
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: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicing bank ( BB & T ) was purchased by TRUIST bank and since that time I have received no correspondence. TRUIST has failed to deliver my 1098-B for the XXXX tax year, they've failed to deliver any documentation to my address. When I call their customer service ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX x2 ) to verify my address and correct it on file, I'm told documentation will be sent but it never does.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80206
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: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I called the company 's Mortgage line to make a payment on my existing mortgage for XXXX in the amount due for that month, including a fee. After making a payment through the automated system. On XX/XX/2021. I received an alert from my credit monitoring service, XXXX, showing a late payment alert from this lender. As it was after XXXX pm on a Friday, I could not call into the mortgage department and speak to a representative in this department to attempt to rectify this issue. At that time, this institution also had no support in the mortgage department during the weekend. On Monday, XX/XX/XXXX, I called to make the error known and note I previously called into the automated system to make XXXX 's mortgage payment. The mortgage representative stated that they did not receive the payment through the automated system. I let them know that this may be a system error but made a payment that morning to satisfy the error. The automated phone system is the method that I have used to make payments over the last three years, almost 85 % of the time, to make my payments on this loan. Although this system has been reliable, I have had a prior incident with the automated system not applying a payment which was later corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21228
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I was an employee at the time that I took out a Business line of Credit with BB & T which is now Truist Bank. The agreement stated I would be charged {$100.00} annual maintenance fee starting on my origination date and stopping on my maturity date. My origination date was XX/XX/XXXX. This was a THREE YEAR line of credit. My line matured on XX/XX/XXXX. Prior to my line maturing the branch manager had called me and asked if I wanted to renew the line. I asked her what the new rate would be since I caried a balance on the line of credit. I was either going to pay it off or renew the line. Well my line matured on XX/XX/XXXX and Truist charged me another annual maintenance fee but closed off my access to the funds to use since it had matured. I heard back from the branch manager a few days later and I had asked her if I was going to renew the line, were they going to charge me an additional {$100.00} annual fee and she responded a few days later saying yes. So Truist not only charged me {$100.00} annual fee on my maturity date while cutting off my access to funds but they were going to charge me another additional {$100.00} annual fee on top of that if I wanted to renew the line. That is absurd and completely unethical. So now I have FOUR annual fees assessed on my THREE year line of credit. The branch manager asked for a refund because she was unsure of why the fee was charged on maturity date. She was denied that request. I then called in and spoke to a representative in their loan department who read the agreement with me and agreed that I should NOT have been charged another annual fee on maturity date when it clearly says it would stop on maturity date. She submitted a request for the fee to be refunded as well. She escalated the case to the customer care team in which I was to receive a call within the next 7-10 days. I requested a copy of that agreement I signed to be mailed to me since Truist had now removed my access from seeing it online. I called in a few days later to find out that her request had been denied as well. I spoke to that representative to review it with me and see where it makes sense that the bank would charge me again on my maturity date when the agreement clearly states they would not. I asked her as well to send me a copy of the loan agreement as well. She as well escalated the case creating a new ticket which I was supposed to received a call back within 7 - 10 business days. I then over the next 2 weeks kept calling in spending well over 15 hours on the phone trying to get this resolved. I then submitted a CFPB complaint in which XXXX XXXX XXXX out of XXXX called me from Truist letting me know she was going to handle my complaint. I asked her as well for a copy of the loan agreement to be mailed to me. Every request for a copy of the loan agreement up to this point had been denied. The bank was refusing on purpose to send me a copy. She spent about 20 days to get me her response in which she stated the bank was in the right to charge the fee because there was still a balance on the line at that time. She clearly doesn't not understand banking and how charging fees works and maturity dates work. I was an employee of BB & T/ Truist for 6 years until I left last year because of unethical things like this going on. I didn't want to be apart of it anymore. I asked XXXX again where was my loan agreement that I had asked for almost 3 weeks ago from her. She said she would now send it out after she has now closed the case. For whatever reason she denied my request as well in the beginning to send it out to me. She however did sent it out after she closed the case and I received it last week. I had received it over 2 months after I initially requested it. Thanks to my training on Fair lending practices and ethics training while I was employed at Truist, I understand and know what the bank can and can not charge fees for. The agreement is also very easy to read. It states under " Annual Fee : " The Borrower hereby agrees to pay an annual fee of {$100.00} on the due date of this agreement and due thereafter on each anniversary date of this agreement UNTIL THE MATURITY DATE as it MAY BE EXTENDED from time to time. '' What she and the bank has failed to comprehend is that the line of credit MATURED!! It was not renewed! The next section discusses the part where the maturity date may be extended from time to time. It states under " Renewal : The bank may, at its option, renew this agreement in whole or in part, substitute a new instrument of different form for this agreement, or make changes in consideration of loan extension. The Bank may charge any fees permitted by applicable law for the MODIFICATION, RENEWAL, EXTENSION, or AMMENDEMENT of any of the terms of this agreement. '' Again I never renewed the line and the bank never renewed the line. The line of credit had matured. The maturity date was never extended. They can charge an annual maintenance fee if they decided to renew the line but they didn't!!! So therefor the only thing they can charge me for on the balance on the line is INTEREST! They can not charge me an annual fee on a line I no longer can use and then charge me interest as well. This is how class action law suits are started and how the reputation of bank can be tarnished. The only reason I had a balance on the line still was because I was waiting to hear back from the branch manager on what my new rate would be if I renewed the line. Once I found out they charged me a {$100.00} fee on the matured line and would charge me another {$100.00} fee again to renew the line I informed them I would just pay it off online. Then there online banking would only take max daily payments of {$1000.00}. Then there was days where their online banking wouldn't even allow me to make payments. I have screenshots of all of these. I called back XXXX to urge her legal department to review this before I get my legal team involved. I have left her 2 voicemails and she has refused to call me back. The bank should be ashamed of themselves for trying to take advantage of people like this. I'm sure they are doing it to others. If anyone else has seen this happen to them please contact your attorney. This is completely unethical and fraudlulent. Nowhere in their agreement does it say they can charge another annual maintenance fee if there is a balance on the line at maturity. Nowhere! It states the fee will stop at maturity unless the maturity date has been extended. I would expect better from a bank who is trying to rebuild their brand on trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: My original car loan was with Suntrust who was bought recently by Truist. I refinanced this loan with XXXX XXXX XXXX XXXX. The current lien holder, XXXX XXXX XXXX, has submitted payoff information multiple times to Truist. We do not hear back or see any updates in the status of the lien release. Every time I call Truist they do not know how to handle my request for a lien release. Its an hour hold time each time you need a representative. I dont think its fair to devote so much time to get a representative who is unable to help. I have had multiple calls where I have been transferred to other departments where you then have to wait on hold for another hour. I have been transfered to internal departments who then refuse to help because quote " your on an internal line ''. Which is essentially a line they are using to get you off the line. I feel like no one is willing to help or go the extra mile. At this point I'm paying two car payments. This loan I'm writing about is for a car that has since been totaled in an accident. I can not get the loan payment by the insurance company until this title issue is resolved. Suntrust is so bad they dont even have my correct address. I know this because they said they mailed the lien release to my old Texas address not even to the current lien holder. Which should be a no no! Why would i get the lien release sent to me I wasnt the one who paid off the loan it was XXXX XXXX XXXX XXXX. I've given multiple opportunities for Suntrust to update my address. Supposedly the refinance request was confirmed closed with Truist on XX/XX/XXXX. If thats the case I want to know why XXXX XXXX XXXX XXXX hasnt received it yet. Listed below are some of my calls XX/XX/2022 XXXX XXXX pm XXXX hr XXXX minutes XX/XX/2022 XXXX XXXX pm XXXX minutes XX/XX/2022 XXXX XXXX pm XXXX hr XXXX minutes XX/XX/2022 XXXX XXXX pm XXXX minutes XX/XX/2022 XXXX XXXX am XXXX hr XXXX minutes
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02919
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XXXX I was giving a hard inquiry from SunTrust DBA Lightstream bank. I had called the bank in which I had no previous knowledge of to dispute the hard inquiry. The customer service representative stated they would report fraud but nothing has been done. The loan is still on my credit report as an hard inquiry. I never apply for SunTrust DBA Lightstream bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10453
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have my primary checking account with Suntrust ( now Truist ) set up as the payment method for multiple bills. When the banks merged, customers were assured that routing numbers would not change, but they have. So far, direct deposits from my and my husband 's employers have been deposited without issue and most automatic drafts have been successful. However, on XXXX XXXX, I attempted to make a manual payment on our XXXX 's account using the same checking account and a few days later, Truist rejected the payment, citing " invalid account. '' I did not realize this until XXXX 's started contacting me regarding debt collection over a late payment. I am not able to reach anyone at Truist on the phone to inquire about why my account is rejected by this XXXX institution because the phone wait times are still hours long. Like millions of other customers, I have experienced nothing but frustration since the merger was complete and plan to move my accounts elsewhere, but in the meantime, I need my current bank account to work and customer service to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I go online to make payment, every time have to add bank info including routing and account number. After going through the complete lengthy process and you click make payment it says something went wrong to check back later, This has been going on for months since the merger of BBT and Truist. Also if I try to make an additional principal payment it says you can only make an additional principal payment within 24 hours of the payment due date which incurs additional interest for me as they will not accept that additional payment. Please help, I only want to be able for them to accept my loan payments. Also to make a payment I have to call Truist and the hold times are always in excess of 30 minutes. This is unacceptable they always apologize and say they are working on the problem but to no avail. Thank You!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 71107
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A