Date Received: 2022-03-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Depositing monies into my account and the monies never showed up. Also not being able to get assistance with locating the monies. Prior to and thereafter BB & T Truist merged with Sun Trust the problems worsened. A few XXXX of dollars is unaccounted for. The most recent funds that is unaccounted for is XXXX which was transferred from my savings account to my checking account. I am not making any progress in learning what happen to the monies. It is remains a mystery. My account has been breached repeatedly ( before the merger ) and I never recouped all my funds. Two employees at the bank informed that the computer systems were not working property and customer accounts were all " screwed up ''. I can attest to that : I called about fraud on my account and the representative said " I can't see the information all the information that you can see online because the systems were messed up ''. This went on for an extended period of time and they are still having issues. I went to the bank approximately two weeks ago on a Saturday and they were not able to let the customers in because they were having computer problems and therefore unable to perform and transactions. Eventually we were let in. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my mortgage with Suntrust/Truist on XX/XX/2022. My mortgage was purchased by Truist on XX/XX/2022. We already have a HELOC with Suntrust/Truist and our previous mortgage was already with them. The loan servicing department created a completely new profile for the new mortgage that we can't gain access to-FOR NO REASON. We have been to the branch multiple times for a solution and have been told it should be corrected and still have no online access to our mortgage account. Loan number : XXXX The changeover and rollout across all areas of Truist banking has been lacking and is unacceptable. My time is valuable, and I should be having to call and face multiple hours of hold times to try and get a solution to a simple problem. You call customers service and met with hold times of HOURS. We have gone through all online avenues available and still can't access our account. I shouldn't have to go to branch that I do no banking business with to make my mortgage payment. Truist was not ready and has no idea what they are doing during this transition. They have shut down our access to the Suntrust website where we used to make our payments but can't seem to get this right. There should be more oversight to the severe mismanagement of people 's loans and assets.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29680
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was a long-time member of SUNTRUST BANK which just completed it's merger transition to TRUIST BANK. Since the final migration of my bank with TRUIST in XX/XX/2022 my TRUIST issued debit card is continually denied, which is my primary method accessing my funds for daily living, bill payment & rent. I have spent hours of my time with the customer support & fraud/security telephone reps with no resolution. I get vague responses like " we don't understand why it is not working..we re-set your debit card it is OK now ''. Afterwards the debit card is always declined at ATM 's and point-of-sales locations. To mitigate this problem I have tried to transfer my some of my checking funds to another bank in an account I rarely use. Of the 3 bank transfers I have submitted two have been stuck in the 'processing status ' for a week and the third was cancelled by TRUIST. Now I am having to take out a loan with my other bank just to to pay my rent & utilities because I can not access my funds in TRUIST. When I can reach TRUIST via phone, after hours of waiting, I get no resolution and I am passed from one rep to another until I eventually get cut off. I have almost $ 100K in my TRUIST accounts and I can not access a cent of it now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XXXX XXXX I spoke with a representative stating that she would reduce the past due charge of {$20.00} leaving a balance of {$18.00}. On the above date I forwarded a check # XXXX in the amount of {$18.00} and was assured the account would be closed. Today, I received a statement dated XX/XX/2022 showing a balance of {$44.00} with a past due amount of {$5.00} and total due of {$25.00}. Either this company is incompetent or they are trying to scam.
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: 2022-03-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: I dont when my Truist mobile banking app kept kicking me out of my account, but friday XX/XX/2022 I finally got it fixed and it was working for a full XXXX hours. The next morning it kicked me out my account again, but I knew I could fix it by going to the truist bank and talk to a teller. But I knew I had money in the account so I decided to renew my XXXX XXXX but my card declined. So I called truist and tried to check my balance but it was telling it couldnt be verified. So I go to the bank and they tell me my account is on hold because of a mobile deposit that I didnt make. I dont know how someone got my information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32304
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My friend sent me {$200.00} via XXXX on XX/XX/22. I have not used XXXX in a while so I had to delete my old debit card and tried to link my new one. It said it was linked to another account. I only have 1 acct. I kept getting that message, so I XXXX XXXX XXXX telephone no. The number I called was XXXX. They guy said he was XXXX with XXXX. He said he would help me get my account fixed and card linked. I was on the phone with this person for 3.5 hours. We hung up at one point, and he called me back from XXXX. During this duration, he say he could not get it to work with my debit card and instructed me to purchase a XXXX XXXX card. I ended up purchasing XXXX of these in the XXXX hour period. I could see the money going into my bank account, so I thought it was legit. At the end of the XXXX hours, my XXXX account was down to {$2.00} from {$200.00}, and {$1100.00} was taken from my bank account. {$900.00} was from the XXXX XXXX XXXX card transactions and {$190.00} was a XXXX transaction. I have never used XXXX in my life! The XXXX transaction was done completely by the scammer. He had accessed my email, XXXX account, bank account, and even got my driver 's license. I filed a claim with Truist and was denied because I had done the transactions. I have since canceled my debit card, ordered a new one, and changed all passwords. This is the first time this sort of thing has happened to me. it was all part of the scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I was on vacation in XXXX XXXX Florida, on XX/XX/XXXX I logged into my online banking and realized that there had been 26 fraudulent charges made on my wifes debit card. I immediately contacted my bank Truist formally known as BB & T/SunTrust to inform them that there had been 26 fraudulent charges made to XXXX using my wifes debit card, at that time I asked them to lock the card those charges were not made by my wife or me, Ive been asked how they could let 26 consecutive charges go through without contacting me to alert me or to ask me if these charges were fraudulent. I was informed by Truist fraud department that due to the merger happening that weekend and then switching all their systems that a lot of the fraud was not being detected, and XXXX XXXX I checked my online banking again and realized that there had been an additional 10 charges XXXX using my debit card fraudulently I again immediately contacted Truist to inform them that my debit card had been used fraudulently and they needed to lock it, I asked to submit a fraud report and was told that I could not submit a report until all the charges had cleared and were no longer pending, on XXXX to XX/XX/XXXX I contacted Truist again to make a formal fraud report for the 31 charges that were made to XXXX using my debit card and my wifes debit card fraudulently, on XX/XX/XXXX to my bank account was credited {$2100.00} for the fraudulent activity that had taken place, on XX/XX/XXXX I received a letter from Truist stating that a thorough investigation had been conducted and completed and no errors were found and they would on XX/XX/XXXX to take back the {$2100.00} that belong to my wife and me that was fraudulently spent, I have called Truist several times and been placed on hold two and three hours at a time and passed from one person to another with absolutely zero results, I have been to the bank in person and worked with a banking specialist named XXXX at Truist Bank located in XXXX XXXX XXXX Virginia and also put on hold for three hours with absolutely zero results from the bank, I have contacted XXXX and when they passed me the fraudulent department I was past the truest and again on hold for two hours with no results, when I have gotten contact with the Truist fraud department I have asked them about the investigation and how 31 charges the XXXX were not detected and can not be construed as fraud, I was told that a lot of fraud happened between XXXX XX/XX/XXXX and XXXX XX/XX/XXXX when truest was merging with SunTrust and BB & T, I have tried to work with the bank and have gotten zero results please help me in this matter. And this complaint I have sent the attachment of the statements showing all my claim for the fraudulent activity and also the letter that she was that me saying they are taking my money again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was scammed by a XXXX seller. I had sent a XXXX payment through my bank Truist on XX/XX/2022 at XXXX. I realized I was scammed and the seller was never going to send me the tickets I purchased. I tried to stop the payment through my bank app and there was no option for this. I immediately called the bank the next day to stop the payment. I waited on hold for over an hour and was told I would need to be transferred to the fraud department. I waited on hold again for XXXX and was told I needed to be transferred to the XXXX department XXXX The person who then answered told me I was transferred to the wrong number and it would be faster to just go to the branch and speak with a bank associate in person. I went to the bank and waited and hour to speak to an associate and he was not able to help me he told me he would have to call the XXXX department too and it would take over an hour. He gave me a direct line and I called and waited on hold for XXXX and XXXX mins. The XXXX rep told me they could not do anything until the payment posted. They indicated there was no way to stop the transaction. They told me to call back once it was posted and report it as fraud. I called back once the payment posted and opened a claim. I received a letter within days from my bank indicating the claim was investigated and closed as it was not found to be fraud. I was scammed and had no ability to stop the transaction. This is not fair, consumers should have the ability to stop a bank transaction before it is posted if they feel they were defrauded or scammed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33710
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been trying to reach Truist for months! I can not get a representative that can even see my accounts. There are 2. One was a secured card the other a loan. I am doing my best to settle these things but between the hour long hold times all to be transferred to different depts that eventually hang up on me- the process has been horrid to say the least
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage holder is Truist and my bank is XXXX XXXX. I make payments to my mortgage via XXXX XXXX, and I make them monthly and on time. My payment for our XXXX mortgage was made by XXXX XXXX at XXXX XXXX on XX/XX/21. This is fully documented in my account records and statements. My mortgage holder, Truist, states that they did not receive the payment. They, however, received the prior payment and the following payment, no problem. These payments were sent to them the identical way. This means that whatever problem occurred happened between when XXXX XXXX made the payment to Truist on XX/XX/21, and XXXX Truist received the payment and/or misapplied it. This means that there was no error on my end in the transaction ; however, since this occurred, both XXXX XXXX and Truist are trying to avoid taking responsibility for the error in payment application. I have made six calls to date, to both XXXX XXXX and Truist, in an attempt to rectify the matter. I have sent a letter to Truist letting them know that there was an open investigation with XXXX XXXX, and that if XXXX XXXX contacted them, I would appreciate their cooperation. I have had both XXXX XXXX and Truist on the line on a conference call, and the call ended with both parties accusing the other of the missed payment. It was incredible. I have the dates and names of the parties on that call. I will attempt to resolve the matter with one additional conference call. After that, and the filing of this formal complaint, I feel I'll have no further recourse to protect my interests than to retain legal counsel and sue Truist for negligence. Because of this, my credit score has been inoridinately affected and I've been sent a notice of default on my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94116
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A