Date Received: 2022-03-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX, woke up, ATM card shut off, can not access account. Called support desk, stated it was shut off and they will mail me a new card, did not know when it would be sent. I said I can not access my account, they hung up. I called back, mind you, 2 hour wait times. Again, told account shut down, I asked why it was turned off before new was activated, said she did not know, I asked for a supervisor on the floor, she said, they do not have those and hung up again. Truist bank. I had to go to branch and close my account in person and to get my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30189
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Someone accessed my personal records. In addition to this person held my mail, and on XXXX XXXX, she emailed me a picture of my mail asking me to pick it up, then refused to give it to me. I also think she accessed my webcam via that email. I believe this person has been signing into my bank account at least since XXXX XXXX but Truist Bank isn't doing anything about it. I have been emailing and calling their fraud dept. since XXXX XXXX, but no one will get back with me. They have accessed my bank account 24 times in the last 30 days from a XXXX computer using the XXXX browser, and I only use a XXXX computer using XXXX browser. On XXXX XXXX this person signed into my account and changed my password to a XXXX password containing scattered letters, numbers and symbols. I continue to be locked out of my own accounts because each time I try to change and re-enter my new password the XXXX fake password automatically repopulates in the password window and eventually locks me out. I also discovered that my SS # and the email that associated with my Truist account are now on the Dark Web! I never share my SS #, usernames, passwords or passcodes with anyone, and this started during the XXXX months I was her roommate in her home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021 I opened an account online with Suntrust Bank. The following month in XXXX my husband and I received our tax refund which was filed electronically using XXXX XXXX software to the Suntrust account. We attempted to purchase a vehicle on XX/XX/2021 within days of receiving our refund but we were not able to complete the purchase because Suntrust had frozen my account without my knowledge. I was unable to use my debit card or transfer any funds out of the account. I contacted Suntrust Customer Service and was advised there would be an investigation. I was also advised this could take several weeks and I would receive a letter when the investigation was complete. I noticed via text message a significant amount being removed from my account during this investigation period. I also called Suntrust to inquire about the suspicious activity which they showed no knowledge of. I was then advised by Suntrust to email their fraud department at the email XXXX.During this time we were XXXX having to live in hotels and relocating. My husband and I had to live separately in different cities for seven months until we could gather funds to move into our own place. WE had planned to start our own companies with these funds. After calling and waiting for months I contacted the IRS to explain the issue. The IRS issued a trace for the funds. We completed this process twice, I was informed by Suntrust this would be the final step to receive our funds back. I have talked to several representatives who have given me various excuses without a lot of information. The total of the funds being held is {$15000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30577
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
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: This is a formal complaint against Truist Bank. Truist has the worst customer service that I have ever experienced. It is next to impossible to reach them. The hold times were over 2 hours from XX/XX/XXXX to XX/XX/XXXX. The Fax number is always busy and not useable. The bank does not have an e-mail system. Local Banker in VA hung up on me during a telephone conversation. My loan account was immediately closed when I intentionally left an {$18.00} balance. I wanted to keep the small balance in order to trade my vehicle to a dealer so that my title would not get held up. The dealer was going to do the final payoff. My payments have always been ACH transfers. All of the payments were posted to my account immediately. Truist is not releasing my title electronically even though they have the payment, zeroed out, and closed my account. I have never had a bank pay off any loan. This is a Red flag to me. Are they going to send me a bill 6 months from now with interest and penalties. The bank will not provide me with a lien release letter or promptly release my title.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are trying to access our Mortgage statements from Truist Bank. We attempt to acces with Truist online services with a user name and password and are unable to either get into our account or we keep being sent back in to the login page. We called coustomer service at truist bank with th following results. XXXX XXXX 20 minutes wait at 29 minutes disconnected. no results XXXX XXXX 60 minute + wait at 1:43 minutes disconneced. no results XX/XX/XXXX @ XXXX XXXX 30+ minute wait at 37 minutes disconnected. no results XX/XX/XXXX @ XXXX XXXX 40minute + wait at 1:11 minutes disconnected no results XX/XX/XXXX @ XXXX XXXX 30 minute + wait at 2 hours 2 minutes. I was able to speek with someone I requested that they not transfer me as I would be disconnected. Each time I spoke to someone I was transfered several time and the the call was dropped. The XX/XX/XXXX XXXX the call ended with a promise from XXXX to return a call on XX/XX/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: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was notified by Suntrust ( Truist ) on XX/XX/XXXX that there was unauthorized access to my account. Fraudulent checks and withdrawals were used to take money out of my checking account. The bank stated they were investigating ( XXXX number XXXX XXXX ) however they refuse to return phone calls or provide a status of when they will be returning my money. I have called every XXXX weeks since XXXX with their response being " Call back in XXXX weeks '' I am on a fixed income and I believe they are trying to steal my retirement money. The bank has cameras all around and should be able to easily identify and arrest who committed this crime. These withdrawals happened in a different state from where I live.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Hi, I first noticed my XXXX platform was blank and not populated with the dozens of businesses I have on auto debit, mortgages, utilities, credit cards, insurances etc on XX/XX/28, shortly after the official merger between Suntrust and BTT ( now Truist ). I had been a Suntrust member for decades. I reached out to my XXXX on several calls, emails and in person to no avail. I reached out to tech support on XXXX, XXXX days after informing my branch XXXX of the blank platform and was told they were aware of the problem and were doing their best to resolve, but with no timeline to repair answered. I can not see which payments are being sent, I can not stop or change the payment amounts ( utilities for example change every month ) and my XXXX mortgages have new escrow calcs due XXXX which I can not address or pay. I know this is a widespread and known problem within Truist, but feel insufficient resources have been XXXX to resolve this critical flaw. I don't even know which accounts I have on auto debit at this point, adding to the frustration. The merged entities had over XXXX months to ensure a smooth transition and have failed miserably. I do not have access to my funds as a result, something I feel I deserve as a banking customer. See press release here : The transition to the full Truist experience will occur as systems are integrated over the next XXXX years. There will be no merger-related changes to account numbers or routing numbers for checking, savings and money market accounts for the vast majority of clients.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27516
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello, first off I am not the type to reach out regarding matters that I would normally resolve on my own. I am writing to you this morning regarding an ongoing issue with the newly formed Truist Bank ( BB & T/Sumtrust merger ). There are two separate matters I am reaching out in hopes that you may be able to assist me with. The first is regarding some fraudulent charges and the second is the cancelling of my account based on me disputing these charges.. It all started on XX/XX/XXXX, when I discovered two fraudulent charges made to my checking card. Both were in the amount of {$94.00} to the following companies according to my bank records ( Seamless delightful rest & Unblemished pure advance ), which were not authorized by me. XX/XX/XXXX, the same transactions reoccurred for the exact same amounts to the companies listed above. XX/XX/XXXX, another fraudulent charge was withdrawn in the amount of {$100.00} to a company called XXXX XXXX. XX/XX/XXXX, another fraudulent charges was withdrawn in the amount of {$400.00} to a company XXXX XXXX. Date Transaction Payment XX/XX/XXXX Unblemished {$94.00} XX/XX/XXXX Seamless {$94.00} XX/XX/XXXX Unblemished {$94.00} ( Funds returned ) XX/XX/XXXX Seamless {$94.00} ( Funds returned ) XX/XX/XXXX XXXX XXXX {$100.00} XX/XX/XXXXXXXX XXXX XXXX {$400.00} XX/XX/XXXX Notification of the account closer ( While the disputes were still open ) I filed dispute claims on all of the charges with the bank and all were denied with no reason for the denial ( proof, which I requested ). I would also like to point out that the total wait time I was on the phone during this whole ordeal was close to 28 hours and I still did not receive the correct documents. Being currently unemployed, you can understand that the cancellation of my account and the non refunded {$700.00} has put me in a very difficult situation with my creditors. Not sure what you might be able to do, but hopefully a little leverage from your organization and the media might help get me some resolution to this matter. If you need to speak with me I can be reached on my mobile number at ( XXXX ) XXXX. Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33771
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: When Suntrust merged with Truist, I expected a new debit card. In mid XX/XX/2022, I received a call from Truist asking me to contact the support team about a potentially fraudulent charge on my debit card. I confirmed the charge wasn't mine. Of course, my current debit card was then frozen. It took two trips to the local branch and spending multiple hours to obtain a temporary card. Meanwhile, my new permanent card has never arrived. I was told it was mailed XX/XX/XXXX. It is now XX/XX/XXXX. On XX/XX/2022, I receive a post card from Truist stating my PIN had been changed and it reported the new number. The card stated that if I did not request the new PIN to contact Truist at XXXX Whenever I call, I am placed on hold for hours at a time. I can not call them and do my work also. I can find no place to contact Truist to request a new debit card be sent to me. I can't take time during the day to go to my local branch due to my job responsibilities. All I want is my new debit card and to confirm that I never requested this new PIN and to make sure the PIN given is not associated with my account in any way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I had a home equity line of credit with SunTrust bank, which we paid off in XXXX of last year when we sold the property. We are in need of copies of 4 checks written against that account. We have spent a total of 8 hours on 3 separate occasions trying to get this information. The first call, the person said they would order the checks and they would be mailed to us within 10 days. We called to follow up in about 3 weeks and no one had a record of this. The second person gave us a ticket number, but when we called today to follow up no one could reference the ticket number. Today we both called and have been given different answers after very long hold times. The last person I spoke to said that they do not have access to records of accounts closed before the Suntrust/BB & T merger . We can not complete our income taxes without this information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33572
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A