Date Received: 2022-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When Truist bought Suntrust Mortgage and BB & T, I now h ave 2 mortgages with Truist. 1. Primary residence mortgage. ( a ) When I transitioned to from the Suntrust Mortgage online system to Truist system, this mortage failed to appear. There seems to be no way to link it. I called customer service have been on hold for half an hour and no one is answering. ( 2 ) for tax year XXXX I have not received a tax form ( today is XX/XX/XXXX ), since this account isn't appearing online I can't access this form online either 2. Second property mortgage. When I transitioned from the BB & T website to the Truist website, there are errors on the mailing address which can not be fixed online. Again, I called customer service have been on hold for half an hour and no one is answering. This is an unimpressive start to my banking relationship with Truist
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we paid off our mortgage with BB & T ( now Truist ). The address on file for us was an old address we had not lived in since XXXX, they were notified about this address error at origination as well as in XXXX when we had a similar problem obtaining our tax statements. The property address itself was transposed on our payment coupons as well. On XX/XX/XXXX at XXXX AM I reached out to them via the phone number on my coupon book to ask for our Mortgage Tax and Interest statement to file taxes for XXXX. It was discovered that they had not updated our address and the notice had gone to our prior address in XXXX. I asked they update our address and mail another copy to me that day. On XX/XX/XXXX at XXXX AM I contacted them again on the same phone number, as I had not received my tax statement. The customer service rep stated the address had been updated, but the document was not mailed until Friday XX/XX/XXXX and to wait another week to see if it came in the mail. Today, XX/XX/XXXX at XXXX AM I once again reached out to request a copy be emailed to me or have a tax statement mailed to me with a tracking number so I could file my taxes. I spoke with XXXX and he stated that the document was mailed to the incorrect address again between XX/XX/XXXX and XXXX. I asked to have the document emailed to me, that request was denied. I asked to speak with a supervisor and was denied that option. I asked to file a complaint and was told that was done, but have no other confirmation it was taken care of. XXXX took my phone number and told me a supervisor would contact me. This is unacceptable as it is a required document, the address has been incorrect for many years, they have been asked to remediate that multiple times. Because our loan is paid in full, they have XXXX our online banking access to this account so the only way I am able to obtain this document is by mail, yet they do not seem able to update the mailing address despite my multiple attempts to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 577XX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have been trying to get 1 ) POA authorized signer access to my XXXX XXXX mother 's Truist checking account and 2 ) removal of my deceased father as a joint owner to the same Truist checking account since XX/XX/XXXX. My mother can not handle her financial affairs on her own, and is at severe risk of overdraft and fraud unless she has a competent POA acting on her behalf. The Truist branch representatives have been consistently courteous, professional, and apologetic to me, but the bottom line is I must be able to protect my mother. Key dates and what happened when : 1. XX/XX/XXXX : visited Truist branch in XXXX XXXX, Maryland. Told to come back to any branch after the XXXX ' XXXX XXXX. 2. XX/XX/XXXX : made an appointment online with another Truist branch. Received XXXX electronic confirmations of appointment. 3. XX/XX/XXXX : called Truist branch to confirm our appointment over the phone. Told to go to another branch because no banker is available in spite of the scheduled appointment. Scrambled to get a walk-in at another branch nearby. 4. XX/XX/XXXX approx XXXX : worked with the XXXX XXXX branch ( XXXX XXXX XXXX and original death certificate in hand ) for several hours. Ultimately the back office did nothing, as far as I can tell, to remove my deceased father from the account, nor to add me as POA. Branch rep very courteous and apologetic told me I would get contacted by Truist with next steps. XXXX. XX/XX/XXXX thru XX/XX/XXXX followed up with the XXXX XXXX branch every few business days. Some calls were not returned. Escalated to branch manager. XXXX. XX/XX/XXXX branch manager contacted me very courteous and apologetic- said back office would process deceased accountholder removal on XX/XX/XXXX and then POA on XX/XX/XXXX. XXXX. XX/XX/XXXX I have no follow up information. So I can't access my mother 's account. Meanwhile, she's in a lot of financial danger. I'd like to be nice about this, but it's a financial safety issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XX/XX/2022 I recieved a security alert with XXXX about a recent credit application with Truist. I have no idea who they are or why they pulled my credit for an account. I called and spoke with several individuals who will not pass me over to a manager because they couldn't speak. I was on the phone for over an hour getting the run around and asking me they could not help me because i did not have my account number or card number to identify my account/I had already told them I have not applied for any accounts with this bank-He said no one can help me and for me to go straight into a bank -these people who are working for this company lack customer service and urgency ridiculous
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, I attempted to access my online account for monthly statements of which I have not reviewed in almost a decade. Throughout that time, the loan has been sold and bought by various lenders. Most recently, when SunTrust was acquired or merged with BB & T to form Truist, I lost my ability to access my account to ensure it is being serviced accordingly. In an attempt to solve this problem, I attempted to reinstate my account with the new Truist platform, but to no avail. In an attempt to rectify the situation with Customer Service over 24-hours, the bank - Truist, did not provide solutions and continually lied to me regarding their intent to fax me my recent statements. Complaints addressed here : 1 ) Failure to provide access to my own customer information 2 ) At minimum, 5-calls were made all with 30-min plus waiting times. 3 ) In every instance, no representatives were able to remediate the issue nor understood how the merged systems of BB & T and SunTrust into Truit may have impaired our ability to recover our accounts. This seems to be a common issue as evidenced by the following news report : XXXX XXXX XXXXXXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Suntrust {$450.00} XXXX XXXX Bank {$350.00} Truist Bank {$1000.00} I did not authorize these charges an ex from my past made these charges after my card was stolen i tried to explain to the banks they act like they dont understand. im trying to dispute these charges. I need these removed off my name completely! I have not supplied proof under the doctrine of estoppel by silence. XXXX v. XXXX ( mo ) XXXX XXXX XXXX, I presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27278
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I am the victim of identity theft with Suntrust Bank and BB & T. Who are now Truist bank. When trying to open up accounts in XXXX, XXXX for my business I was informed I could not do so. I assumed this was resolved as I have filed an identity theft claim with the police and also the XXXX credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was paid off in the year of XXXX. I discovered that the final escrow disbursement check had been placed in my mailbox was behind the mailbox, between the vinyl siding and the back of the mailbox. I discovered the letter containing the escrow check on XX/XX/XXXX. The date on the check was XXXX, so on the XXXX of XX/XX/XXXX, I contacted Truist Bank and was notified that they would expedite payment of this check and now the day is XX/XX/XXXX, I do not consider this as being expeditious. I have called the client services toll free number and made a in person visit to the local branch bank and received no adequate resolution. Please assist in getting the bank to return my escrow that they owe me. I feel that a reasonable expectation of " we will expedite this sir| '' would be 3 to 5 days, and now it has been almost a month this is not treating valued CONSUMER well. As the CONSUMER FINANCIAL PROTECTION BUREAU my expectation is that you use your full weight and authority of your agency to apply pressure on this financial institution, TRUIST to get my money they owe as expeditiously as possible. Thank You very much
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23860
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Spoke about credit options but didnt authorize credit pull at dealership!
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: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Truist Bank ( formally SunTrust Bank ) issued new debit cards, before I can replace my new cards to my online accounts such as XXXX XXXX XXXX trusit had already allowed XXXX XXXX XXXX to have my new card info without telling me, and XXXX XXXX XXXX charge my truist checking account for a service, I didn't want to update my new card to XXXX XXXX XXXX that is why i never did, and Truist went along and gave the company my card info without my permission. I have incur overdrafts fees in the hundreds this is unfair, and at the same time truist is paying your debits/ purchases out of sequences. Causing more overdrafts. customer service is non existing and rude, your on hold for over and hour. How is it even possible for truist to give a customer info to a company with out permission? I never updated my new debit card with XXXX XXXX XXXX so how did they get it, it was accessed through truist
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31707
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A