Date Received: 2022-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist bank formally Suntrust received monies to pay off a HELOC account from a refinance. The monies were received over two weeks ago and cashed ( I have a copy of the cashed check back and front ) over week ago and the cash is still not showing on my account looking like I still owe them money. Despite numerous calls to customer service it is not resolved. I need to know where the money was deposited
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was previously with SunTrust bank ( now Truist ) I made my mortgage payments in the same amount {$2300.00} using bill pay through XXXX XXXX each time and did not have any issues with payments being received or being allocated for more than a year. Then I was notices my payments for XXXX, XXXX, and XXXX were past due. I look at my bank statement and they were sent and received by SunTrust. My loan switched to XXXX mortgage company in XXXX so I paid my first payment that month to them no problem. They are showing I am in default for those XXXX payments and have been calling to collect the debt. I have opened numerous cases with SLS and sent my bank statements for each month with proof of payment. I have called XXXX more than a dozen times to check on the status of my case only to learn that it was never opened or was closed without my knowledge. I have been asked to provide the same bank statements over and over with no explanation of why the first time I sent it wasn't sufficient. I still receive calls daily from XXXX attempting to collect the debt because nothing has been noted in my account that I have a case against this and I have to explain the situation over and over with each new customer service agent I get. I have called SunTrust and they told me that for some unknown reason my mortgage payments for the three months in question were set aside into an unallocated funds account however I have gotten no answer on how to get that money correctly allocated. They refuse to communicate with my new mortgage company or refund the money. This has been going on since XX/XX/2021 and I have gotten no where with either company. I am terrified this is going to affect my credit and have spent hours on hold and on the phone with customer service representatives who can not get me answers and run me in circles asking for the same information over and over with no escalation of my case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had got a XXXX check from XXXX XXXX that was my settlement, and that is XXXX XXXX bank , and only to cash the check my XXXX said. I did not want account with the bank. and was standing at the Teller window. and was told to go and sit down me, and my XXXX XXXX : XXXX at as my witness, Her phone is : XXXX and she will also vertify it too. That other XXXX XXXX : XXXX XXXX was talking so fast. and trying to get my open account. and that's not want I wanting. and then XXXX thing they said something and about fraud. My account was closed, and they sould have giving me back the check and they did not. and instead they was telling lies, and covering for each other, I felt they did nothing to help get my money back at once, just like I give it too them. Instaed they gave me the Run-Around for a month. When I should been done had my money. I don't want no bank account, Just my money to pay my bills and my Rent of {$1600.00}. ASAP. This week. and I have consulted a new Lawyer this case. I have been a Identity theft Person for years. Stolen Mail at different Addresses, Stolen everything, Homeless for 34 years, and disable for years. Everything been taken from me and they Truist did that told a man that was XXXX XXXX XXXX, and he had Government Checks and they him they were no good. and Discrimination too. I am a child of XXXX. Amen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022, I called the SunTrust ( now Truist ) automated system to review my checking account and realized that my account balance was incorrect. I called my local branch in XXXX XXXX, Maryland, to ask for a detailed account of my recent transactions. The list of transactions showed that one check ( # XXXX ) was out of sequence, and in the exorbitant amount of {$10000.00}. I advised the bank representative that I did not write a check for {$10000.00} and still had check # XXXX in my possession. The bank representative advised that I must come to the bank to discuss the matter. I went to the bank that same day and spoke to XXXX XXXX XXXX. XXXX XXXX confirmed that someone by the name of XXXX XXXX, who I do not know, cashed the fraudulent {$10000.00} check from my account, electronically, on XX/XX/2022 -- possibly at a check cashing facility. XXXX XXXX proceeded to help me to close the account and open a new one. She advised that she would report the incident to the fraud department and that it may take up to 30 days to complete an investigation and return my funds. More than 60 days have passed and I have heard nothing from the fraud department -- no letter to acknowledge the theft ; no information about what action is being taken ; and no mention of when my account will be restored. Because of this act of fraud and the lack of action taken by the bank, I have been unable to timely meet my financial obligations and have had to rely on my bank credit card to pay bills and buy food. In an attempt to remedy this matter myself, I called the Truist Fraud Department directly. I was provided a fraud complaint number ( # XXXX ) and, on or about XX/XX/2022, was advised that it might take five to seven days to complete the investigation. I also filed a report with my local police department. I was given fraud complaint number XXXX and was advised that an officer would " show up '' [ come to my home ] to obtain a statement. I have heard nothing form the police department to date. I am a widowed, senior citizen on a fixed income and I need my funds restored now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Forbearance In XXXX of XXXX, I started a forbearance under the CARES ACT since I have a USDA loan and I was not working my full hours due to COVID-19. I was told by the person initiating the forbearance that once it was over the bank would either put the payments at the end of my loan or help us come up with a payment plan to repay the payments missed. The forbearance ended and I made my first payment XXXX of XXXX. I spoke with someone from BB & T trying to get things figured out on how we were to repay. I was told I to make my current payment every month until the bank figured out how I was going to repay the forbearance. I was sent a package in the mail to apply for a forbearance. I called them and told them I didnt need to apply for one we were trying to figure out what we were supposed to do concerning the payments missed. I was told that was the paperwork I needed to fill out. I filled it out and sent it in. I received a letter stating that I forgot to send in one of the pay stubs requested. I found the paystub and sent it in. Some time passed and I received a letter saying my forbearance request was denied. I called again and was told that someone had put it in the computer that I was applying for a forbearance. They said they would fix it and send us out more paperwork to fill out. It was the same paperwork and I was told that I still needed to fill it out so they could figure out what my repayment options were. I filled everything out and sent it in. I got a letter saying that I was missing a paper, even though I filled everything they sent and mailed it to them. I was sent a letter saying they could not verify my income even though I sent in more paystubs. I called again and was sent out the same paperwork. I filled it out, and mailed it to the address they gave me. I received a letter in the mail with a check in the amount of the house payment I had made in XXXX and I called them. I was told they never received my paperwork and they had closed my mortgage account. I asked her what was the address I am suppose to send the paperwork to and she told me she did not know. She then told me I had until XX/XX/XXXX to pay the entire past due payments from the forbearance including fees and interest ( {$10000.00} ) plus an additional {$700.00} to reopen my account and any payments missed since the closing of my account. My payments during the forbearance was about {$560.00}. I have made every payment on time since the forbearance ended with the exception of the payment they returned ( XX/XX/XXXX ) and the one they refused to take ( XX/XX/XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I contacted my bank about balance updates that seemed glitchy. My bank app showed one balance and actually allowed me to make purchases against the balance and then my account, which has an opt out of overdraft, went into the negative. The POS are not being held after the debit transaction if this happened, which makes me feel unsafe that the holds are safe from the financial institution. On XX/XX/2022 ( late that night ), the app showed that I had a balance of {$2.00} ; however, when I checked my balance the next morning, the balance was short from what my paycheck deposit was because the financial institution allowed a transaction to go over my supposed credit balance although when I made the gas purchase on the XXXX, showed that the money was available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29209
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was previously handled by BB & T which then merged with SunTrust to form Truist. To my knowledge I had been making all my mortgage payments. While making my XXXX payment ( XX/XX/XXXX ) I asked the bank teller if they could provide me the Form 1098 so I could finish filing my federal taxes as I did not receive it in the mail. I was given a telephone number to call to get this form. I received a call back the following day ( XX/XX/XXXX ). However, instead of being able to provide the tax form information they notified me that I had defaulted on my load, incurred several months of late fees, and that I had been reported to the credit bureau ( damaging my credit score ). They initial told me that I missed a payment in XXXX. Fortunately, I kept my receipts and could dispute this. They then informed me I have underpaid my mortgage starting in XXXX due to an increase of {$2.00} for escrow. However, the bank failed to notify me by mail, email, or phone that my payments have changed. Further, the individuals I have spoken with could not inform me how the bank ever attempted to contact me about this change in payment. I have been going to the bank, in person, every month to make my scheduled mortgage payments without a single notification. I attempted to file a credit dispute on XX/XX/XXXX ; however, the supervisor of who I was talking with stated I could not put in my dispute that Truist misplaced my XX/XX/XXXX payment. Then, they stated they were unable to file the dispute and told me to call the customer care service the next day. The following day ( XX/XX/XXXX ) I called and the initial person I talked with said she filed a credit dispute and waived all the late changes to zero out my balance. However, we got disconnected before she could provide me with the information on Form 1098. As I did not receive a call back from Truist after we were disconnected, so I called back to try and get the information from the Form 1098 for my taxes. However, the next individual I talked with essentially repeated the initial issue from XX/XX/XXXX. She said I missed a payment in XXXX but that was not reported to the credit bureau, but my late payments were sent to collection. She also informed me that there was no case file associated with my account, no credit dispute had been filed according to their records, and I still retained all my late fees. So, I asked her to create a case number and provide it to me and file a credit dispute. So mentioned she could not waive all the late fees because of the merger with BB & T, somehow putting their error back on me. She then put me on hold to contact her supervisor about the current issues with Truist. After roughly 30-40 minutes on hold I was kicked back to the opening menu. I then talked with the individual who originally set up the load with BB & T to ask for clarification and help resolving this issue. He asked me to sit tight while he looks into and will reach back out to me directly. After this phone call, I recalled the mortgage line again to try and get the Form 1098 for my taxes. I asked them to correct my mailing address to our current address ( the same as where the mortgage ), because I feared it was listed as the original property we lived in prior to moving to our current address. This is something I had checked personally at the bank on XX/XX/XXXX, because on my receipts it still printed our address as the the properties we lived in before the mortgage. They then agreed to mail the Form 1098 for my taxes and I should receive it within 10 business days. The following day the mortgage broker ( XX/XX/XXXX ) reached out to me via phone and told me he contacted people within Truist to help resolve this situation. To date, ( XX/XX/XXXX ) I have received no word from Truist on my situation and I still have not received Form 1098 for my taxes. However, they did mail me a new mortgage statement claiming I owe {$4400.00} ( which includes an entire past due payment ), have been collecting my late fees ( which I never received a notice about ) each month from my payments. So, after I contacted the bank they were suddenly able to tell me about fees and demand an extra months payment but unable to contact me directly. I have no clarity if they fixed my credit dispute, or the status. I now essentially owe 2 mortgage payments on XX/XX/XXXX without any notice as to WHY. This seems like they made a mistake in not contacting me for {$2.00} and instead chose to collect an extra {$78.00} per month and demand an extra payment, while still hurting my credit ensuring I will be unable to leave this bank in the future and get a competitive mortgage rate. This is a PREDATORY behavior by a bank to collect extra fees and charges without even notifying the client.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: TO WHOM IT MAY CONCERN : I AM XXXX XXXX XXXX XXXX THAT XXXX THIS PAST SUMMER, FROM XXXX XXXX XXXX. AS SOON AS XXXX I BEGAN XXXX SCHOOL, AND MY XXXX BEGAN XXXX SCHOOL. A FEW MONTHS LATER MY XXXX BEGAN RECEIVING NOTICES FOR ME FROM SUNTRUST BANK, NOW CALLED TRUIST BANK, STATING THAT I OWE MY FIRST STUDENT LOAN. SHE TRIED CALLING ON MY BEHALF SINCE I WAS NOT IN THE COUNTRY, BUT THEY REFUSED TO TALK TO HER. SHE ASKED WHAT SHE CAN DO SINCE I WAS STILL IN SCHOOL, AND I WOULD NOT BE ABLE TO COMMENCE MY LOAN REPAYMENT. THEY SAID THEY WILL SEND OUT A REQUEST FOR DEFERMENT, WHICH MY XXXX RECEIVED AND SCANNED IT TO ME SO THAT I COULD GET MY SCHOOL OFFICIALS TO FILL OUT THEIR PART ALSO. MY XXXX MAILED IN MY DEFERMENT, AND ALSO TRIED FAXING IT. STILL THE CALLS, AND LETTERS CONTINUED. THEY BEGAN COLLECTIONS PROCEEDINGS, AND THIS IS ON MY CREDIT. EVEN AFTER I CALLED SEVERAL TIMES AND I APPLIED FOR A DEFERMENT WHICH WAS NEVER ACKNOWLEDGED. I PUT IN A CREDIT DISPUTE. I HAVE NOT EVEN BEGUN MY LIFE OR CAREER AS OF YET. MY CREDIT WAS IMPECCABLE. I DID NOT EVEN HAVE A CHANCE TO FINISH MY EDUCATION, AND THEY WANT ME TO FAIL. XXXX SCHOOL IS ALREADY DIFFICULT ENOUGH, AND NOW I HAVE TO WORRY ABOUT THIS RIGHT NOW. PLEASE HELP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11787
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We paid off a mortgage held by SunTrust Bank on XX/XX/2022. By letter dated XX/XX/2022 SunTrust acknowledged it owed us return of a mortgage escrow. SunTrust merged with Truist at some point in XXXX and has yet to ( as of XX/XX/2022 ) refund the mortgage escrow balance of {$8000.00}. We have tried repeatedly to reach them to discuss but have been unable to reach anyone to help even after waiting on the phone for multiple hours. I understand under 12 CFR 1024.34 the bank is required by federal law to refund the escrow balance in 20 business days, which time period has passed. I need help getting Truist to refund this escrow balance as they appear unable and unwilling to respond to their customers directly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We had a mortage that escrow our taxes. we sold the property, taxes were taken out of closing. BB & T has yet to refund our escrow taxes. We have been waiting since XXXX.I have called at least four times. I have had the local bank rep call. here it is XX/XX/2022 and i still don't have my refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A