Date Received: 2022-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage entering into forbearance in XXXX. I exited forbearance in approximately oct. XXXX. My mortgage service BB & T automatically moved it in to mortgage modification. I then was required to make 3 trial payments, XX/XX/XXXX through XXXX XXXX I requested to make the 3 payments at once, however it was required to make them on the 1st of each month. I completed those payments as requested. I was directed to not make a XXXX payment. I have since made the XX/XX/XXXX payment. BB & T is now Truist and I have called multiple times and received incomplete or conflicting information. I am trying to get my loan modification paperwork to sign to transition from a trial modification to a regulars mortgage. Below is a call history and summary from my written notes. XX/XX/XXXX - spoke to XXXX XXXX Modification was approved after three payment I would received Modification paperwork. I should received a trial letter to sign. XXXX Spoke with XXXX XXXX XXXX statements are auto generated and should be ignored. I can only make one payment per month and must call every month to schedule. XX/XX/XXXX - Called to confirm payment, verified payment was made. XX/XX/XXXX - payment was not received directed to contact the bank the money was to come out of. XX/XX/XXXX called and resubmitted payment setup XXXX payment XX/XX/XXXX spoke with XXXX Submitted XXXX payment payment will post on XX/XX/XXXX. Verified account is in good standing and previous payment was received. XX/XX/XXXX Spoke with XXXX XXXX confirmed received payment on XX/XX/XXXX. Informed me that modification paperwork would be sent 3-5 days after XXXX payment posted. Modification will be sent via XXXX and I should sign and mail back. XX/XX/XXXX called because XXXX payment was not received. resubmitted payment. XX/XX/XXXX spoke with XXXX I informed her that I had not received modification paperwork. Re : XX/XX/XXXX call. Was informed that it take 30 to 45 days after last payment. instructed not to make XXXX payment XX/XX/XXXX - Spoke with XXXX My mailing address can not be changed due to system merging XX/XX/XXXX - spoke with XXXX Informed him I am ready to make mortgage payments check on the modification and change my address. XXXX said I should be receiving modification paperwork any day, but the tracking number he had did not work. I also checked the home and nothing was left there. Mod paper work was sent XX/XX/XXXX and dated XXXX. That did not make sense new payment was same as the mod payment. XXXX said he would notify fulfillment and send new paperwork to Address in XXXX. XXXX updated my address in the system. XXXX then transferred me to a different department to make my XXXX payment. Spoke with XXXX and she setup my XXXX payment for XX/XX/XXXX. XX/XX/XXXX - Spoke with XXXX she helped my change my address again. she said the system was having issues but she would make sure it was changed. Could not provide information of loan modification. She then proceeded to ask a series of invasive that I questions that I was required to answer about my situation that cause me to re-experience the trauma I experience during COVID. She transferred me another department. I did not get the name of the person I was transferred to she required that I re answer the same traumatizing questions about my COVID situation and said that I would be asked each time I called and would be required to answer to get assistance. I then explained the situation was put on hold and disconnected. Called Back - Calling home mitigation department as requested connected to mortgage servicing then my old address was the old one on fill that I had was told had been changed on XX/XX/XXXX call and early today. Confirmed home preservation number. transferred there spoke with XXXX. Previous information on not making XXXX is incorrect I need to make my XXXX payment. She emailed Loan modification utility department to request that paperwork be sent via US mail and to my email address. Transferred to payment department. Informed that the previous payment on XX/XX/XXXX was for the incorrect amount {$1000.00} instead of {$1000.00} paid the old trial payment and additional 3 dollars.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 985XX
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: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: XXXX fraudulently and knowingly submitted a loan application to Truist after I stated I did not agree to nor want the loan with Truist. I already had my own lender. I notified them of this before the loan was processed. Instead of XXXX cancelling the loan before it was processed, fraudulently sent my information over to Truist. I contacted Truist several times by phone and they assured me I did not have a loan with them. I finally received the loan paperwork from Truist. The issues have not been addressed. I stated that a fraudulent application was submitted on my behalf without my permission. Please provide proof of documentation that I agreed to apply for a loan with Truist and the terms I signed and agreed to. The car is still does not have a valid title. The title is currently in suspension and has been in a suspended state for months. The car does not have a valid title. Please respond with documentation showing the car has a clear title with Truist listed as the lein holder. Previously CFPB Complaint Number : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29730
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: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have had a problem with bb & t a year before they merged with SunTrust XXXX XXXX had XXXX of dollars disappear causing numerous overdraft fees and inefficient funds now its only has gotten worse so from XX/XX/2019 I have had a lot of problems and issues but I'm still giving them my business because they say that they will resolve everything but it keeps happening right no my account is negative and I have to have my pay check come on a money card this is ridiculous!!!! It's has been a total of about over 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: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist purchased BB & T. they have lost my payment and I can not track it down even though I have proof XXXX XXXX sent them the money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32312
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am attempting to pay an escrow shortfall in full. The primary Truist contact number ( XXXX ) XXXX tells me they can't take my payment but the former Suntrust mortgage customer service has to process that directly - XXXX. This toll free number is a dead end, I've called everyday for 7 days, I sit on hold for hours, no one has ever answered my call. I was told I can't make this payment in person either at a branch. My next payment is due on XXXX and I am working to avoid a large jump in monthly by paying this amount : {$1300.00}. Loan XXXX Address : XXXX XXXX XXXX XXXX NC XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have tried to withdraw my money from Truist bank but they refuse to let me due to them saying my account is under a review for a extended period of time. They won't provide me with any information to why my account is under review and blocked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife and I have been trying to work with our lender, Truist, to place our mortgage account in forbearance due to COVID, using the provisions of the CARES act. I initially spoke to the bank in XXXX and indicated we we're experiencing a financial hardship directly related to COVID. At that time, the bank should have informed me of the provisions of the CARES Act and that they could place our account in a forbearance status for 180 days. However, this did not happen ; we waited approximately a month to request a forbearance, and the bank indicated they we're going to send us paperwork to complete. Upon receipt of the paperwork, we determined the bank was interested in pursuing a loan modification, which would result in additional fees. In an attempt to mitigate these circumstances, my wife attempted to discuss this matter with the bank, and their response was that once the paperwork was received, a loan specialist would reach out to discuss next steps. All through out this process, the bank was never interested in " offering '' the terms of the CARES Act, and was simply trying to use their position of power to push their agenda. The issue was finally resolved when I called the bank and told them we qualified for a CARES Act forbearance. However, they still tried to push their agenda by indicating the forbearance would only be for 90 days, despite the Act indicating an initial period of 180 days, and that after the forbearance period ended we would be required to pay the entire sum accrued during the forbearance period. This is also patently false since our mortgage is backed by the VA, and due to this fact, we would not be required to pay a balloon payment upon the end of the forbearance period. The bottom line is that the bank was only interested in pursuing the best route for them, and not advising us of all applicable remedies available under the law. I shudder in thinking how many other veterans have been taken advantage of through no fault of their own. Lastly, I will be communicating this, apparent, complete lack of integrity on the part of the bank with my Congressman. Taking advantage of families during this current period is both shameful and borderline illegal. Thank you for your time and attention to this matter. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had a checking account with BB & T Bank, which was merged ( along with SunTrust ) into Truist Bank in 2021. My checking account at BBT was a XXXX fee account. I recently learned that after the merger, Truist put me, without my knowledge or permission, into a high fee checking account. They were charging me $ XXXX for my checking account. When I learned about this by seeing it in my statement one day I contacted them. They would only give me part of my money back, but they still owe me {$180.00} in fees I did not consent to. I was told that XXXX XXXX did this to customers too after a merger with XXXX and I wanted to report Truist for their deceptive practices. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX we realized that a check we had written for {$1000.00} had been stolen and cashed XXXX weeks earlier. The name of the recipient was changed and the amount was changed to {$18000.00}. The name of the thief and his bank account were clearly legible on the check. Our bank was Sun Trust. We alerted them immediately. More than XXXX months later Truist has not credited our account for the check. Nor have they attempted to investigate the fraud or contact us. They claim that there are problems merging the Suntrust and Truist systems. This is inexcusable. We are owed that money and it needs to be credited immediately. Truist has provided horrible customer service -- waiting hours to reach a person on their call lines -- and bank representatives in person who say they are helpless to assist. This is our XXXX complaint to the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20814
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I was unable to log in to the website and the stores were closed The customer service lines were down. Suntrust was changing to truist and there was a glitch in their system. I was unable to manage my account and when a {$1.00} recurring fee processed into my {$0.00} balance I incurred fees. About XXXX fees rapidly rapidly got charged on to my account and I tried to resolve the issue online and on the phone for weeks before going into the local branch. The manager told me that they would close my account and I wouldn't have to pay that fee amount. A month later I got a bill from collections. I sent them the document from suntrust that showed my account was closed. I also called them and yelled at them for not answering. I told them to look around and protect any other low $ accounts that were abused in this manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32127
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A