Date Received: 2022-03-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Our business checking account with Suntrust / Truist had 43 fraudulent checks processed on our account totaling around {$37000.00} back in XXXX of 2021. Someone falsified our checks and did mobile deposits into their account. Suntrust is denying the clams for no reason. We have spend hundreds of hours talking with Suntrust and no one can help us. The falsified checks are not even signed and Suntrust still processed the withdrawal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Since the Truist merger I have not been able to access my online banking, I have done all required but they have all my information incorrect. Went to bank and they denied their errors and I have been blocked from my on line account.Many others are dealing with their banking
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19380
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I received a XXXX $ payment through XXXX from a tenant on XX/XX/2022 to my Truist Bank Account. ( Formerly Suntrust Bank ). The payment was received by the bank and shows in the online banking with a confirmation number, however, the bank failed to deposit the funds into my account. ( I am attaching to this request the screenshot of the online banking showing the payment with status completed and therefore proof that the bank received the funds and a reference number ) I have been a loyal Suntrust Customer for years and never had any issues with Suntrust Bank, but this month they merged with another bank and changed the name to Truist. After waiting on hold hours at a time I was finally able to get in touch with their customer service. They indicated that I needed to contact XXXX and when I called XXXX they told me that I needed to call the bank. So both the Bank and XXXX elude the responsability. Neither of them XXXX or the bank have taken responsability or given me any explanation. I demanded an investigation at the bank as to where are my funds. I reserve the right to go to small claims court to recover the missing funds and remedies for the time and effort this situation has caused me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Afternoon, I am trying to contact Truist Mortgage- formerly Suntrust Mortgage- regarding my forbearance agreement. I already had one complaint filed with you, regarding this mortgage company, which you helped me resolve. COMPLAINT ID XXXX Covid Forbearance- I was to pay 3 months on time and then I would receive the new mortgage agreement in the mail after the underwriters were done. I was promised it would be sent out in XXXX, but never received it. I received a letter telling me it was being completed and to continue making payments, but I can not make the payments due to the following. I had auto payments set up for the 3 months. I can not pay online because it goes back to the first payment missed, not the current payment due. I tried to make the payment over the phone, but was put on hold for 1.5 hours yesterday x 2. They do not answer the phone call que, they do not respond to online chat and there is no way to email them on the website. I can not contact this company or pay my current mortgage payment or find out when I am receiving my new mortgage agreement. ( I also don't understand why they add all the missed payments onto the principle when those payments would have paid the principle down. It has increased my mortgage with the escrow, interest and missed payments to over 30K. ) Covid relief added all my missed payments on, which i did not understand would happen. I understand the escrow and interest, but not the missed payments increasing my mortgage. They should not be in business if they can not hire people to answer the phones. No one has time to sit on the phone for over an hour. People need a response to issues same day. The call back que does not call back. I need to be able to pay my payment without speaking to anyone over the phone and not be put on hold for hours. I want my new mortgage completed and sent to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: On XX/XX/2019, I went to Priority XXXX in XXXX XXXX, VA to purchase a car. During the transaction, I was asked for a down payment or a trade-in connection with the credit transaction for which I was applying. 15 U.S. Code 1605 - Determination of finance charge Except as otherwise provided in this section, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. The finance charge does not include charges of a type payable in a comparable cash transaction. The finance charge shall not include fees and amounts imposed by third-party closing agents ( including settlement agents, attorneys, and escrow and title companies ) if the creditor does not require the imposition of the charges or the services provided and does not retain the charges. Examples of charges which are included in the finance charge include any of the following types of charges which are applicable : ( 1 ) Interest, time price differential, and any amount payable under a point, discount, or other system or additional charges. ( 2 ) Service or carrying charge ( 3 ) Loan fee, finders fee, or similar charge. ( 4 ) Fee for an investigation or credit report. ( 5 ) Premium or other charges for any guarantee or insurance protecting the creditor against the obligors default or other credit loss. The law states that my finance charge was not to include any charges type payable in a comparable cash. This would be my Trade-In I was also not told that my finance charge was to include all fees in which credit was extended to me. 15 U.S. Code 1635 - Right of rescission as to certain transactions ( a ) Disclosure of obligors right to rescind Except as otherwise provided in this section, in the case of any consumer credit transaction ( including opening or increasing the credit limit for an open end credit plan ) in which a security interest, including any such interest arising by operation of law, is or will be retained or acquired in any property which is used as the principal dwelling of the person to whom credit is extended, the obligor shall have the right to rescind the transaction until midnight of the third business day following the consummation of the transaction or the delivery of the information and rescission forms required under this section together with a statement containing the material disclosures required under this subchapter, whichever is later, by notifying the creditor, in accordance with regulations of the Bureau, of his intention to do so. The creditor shall clearly and conspicuously disclose, in accordance with regulations of the Bureau, to any obligor in a transaction subject to this section the rights of the obligor under this section. The creditor shall also provide, in accordance with regulations of the Bureau, appropriate forms for the obligor to exercise his right to rescind any transaction subject to this section. ( b ) Return of money or property following rescission When an obligor exercises his right to rescind under subsection ( a ), he is not liable for any finance or other charge, and any security interest given by the obligor, including any such interest arising by operation of law, becomes void upon such a rescission. Within 20 days after receipt of a notice of rescission, the creditor shall return to the obligor any money or property given as earnest money, downpayment, or otherwise, and shall take any action necessary or appropriate to reflect the termination of any security interest created under the transaction. If the creditor has delivered any property to the obligor, the obligor may retain possession of it. Upon the performance of the creditors obligations under this section, the obligor shall tender the property to the creditor, except that if return of the property in kind would be impracticable or inequitable, the obligor shall tender its reasonable value. XXXX shall be made at the location of the property or at the residence of the obligor, at the option of the obligor. If the creditor does not take possession of the property within 20 days after tender by the obligor, ownership of the property vests in the obligor without obligation on his part to pay for it. The procedures prescribed by this subsection shall apply except when otherwise ordered by a court. ( f ) Time limit for exercise of right An obligors right of rescission shall expire three years after the date of consummation of the transaction or upon the sale of the property, whichever occurs first, notwithstanding the fact that the information and forms required under this section or any other disclosures required under this part have not been delivered to the obligor, except that if ( 1 ) any agency empowered to enforce the provisions of this subchapter institutes a proceeding to enforce the provisions of this section within three years after the date of consummation of the transaction, ( 2 ) such agency finds a violation of this section, and ( 3 ) the obligors right to rescind is based in whole or in part on any matter involved in such proceeding, then the obligors right of rescission shall expire three years after the date of consummation of the transaction or upon the earlier sale of the property, or upon the expiration of one year following the conclusion of the proceeding, or any judicial review or period for judicial review thereof, whichever is later. I was never told about my right to recision which is a violation of the LAW. 15 U.S. Code 1640 - Civil liability ( a ) Individual or class action for damages ; amount of award ; factors determining amount of award Except as otherwise provided in this section, any creditor who fails to comply with any requirement imposed under this part, including any requirement under section 1635 of this title, subsection ( f ) or ( g ) of section 1641 of this title, or part D or E of this subchapter with respect to any person is liable to such person in an amount equal to the sum of ( 1 ) any actual damage sustained by such person as a result of the failure ; ( 2 ) ( A ) ( i ) in the case of an individual action twice the amount of any finance charge in connection with the transaction, ( ii ) in the case of an individual action relating to a consumer lease under part E of this subchapter, 25 per centum of the total amount of monthly payments under the lease, except that the liability under this subparagraph shall not be less than {$200.00} nor greater than {$2000.00}, ( iii ) in the case of an individual action relating to an open end consumer credit plan that is not secured by real property or a dwelling, twice the amount of any finance charge in connection with the transaction, with a minimum of {$500.00} and a maximum of {$5000.00}, or such higher amount as may be appropriate in the case of an established pattern or practice of such failures ; [ 1 ] or ( iv ) in the case of an individual action relating to a credit transaction not under an open end credit plan that is secured by real property or a dwelling, not less than {$400.00} or greater than {$4000.00} ; or ( B ) in the case of a class action, such amount as the court may allow, except that as to each member of the class no minimum recovery shall be applicable, and the total recovery under this subparagraph in any class action or series of class actions arising out of the same failure to comply by the same creditor shall not be more than the lesser of {>= $1,000,000} or 1 per centum of the net worth of the creditor ;
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BB and T apparently was purchased by Truist and I received a notice of short escrow by {$590.00} and I called BB and T and was told Truist was the holder now and I asked to have someone call me back, but without me being notified on XX/XX/28 They auto drafted out of my account {$590.00}, I feel they should have told me they were going to auto draft that out before they did that OR given me the opportunity to just allow the monthly payments to increase, but to have no notice that they did that seems to wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75160
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX I opened an account with a Truist bank! I started the checking account due to me having an part time job. I lost my wallet with over half of my identity in it. Down to my social my state ID, there were some Passwords in my wallet too but none of them were to get into my account but my email and the emails Password was there. I see mobile deposits on XX/XX/XXXX for {$150000.00} and some transactions taking in XXXX XXXX. I do not live there or have any ties related to the place. My XXXX XXXX card was also in my wallet and i see two money transfers to my account! Which i havent used! I dont know the XXXX XXXX that it was sent to from my XXXX XXXX either. and im assuming someone took all the money off of the truist card Im unaware of these transactions and would like to file this compliant thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Notice to all, I, am that I am, the consumer in fact, natural person, original creditor, lender, executor, administrator, holder in due course for XXXX XXXX. Fact, The Truth in Lending Act is intended to protect consumers against abuse and deceit by creditors and I have been abused and deceived so be it. I XXXX XXXX entered into a consumer credit transaction with Truist on XX/XX/XXXX. I sent in a negotiable instrument on XX/XX/XXXX to satisfy the debt. I heard nothing from Truist. On XX/XX/XXXX I mailed Truist a Silence is Acquiescence letter as I figured my negotiable instrument was accepted because I heard nothing from them. On XX/XX/XXXX I received a phone call from Truist saying that they didn't receive any documents from me so I faxed them a copy of everything and addressed the fax to the agent I was instructed to send documents to. I heard nothing. Since I did not know where I stood with Truist I then sent in a Notice of Dispute and asked them to send me verification & validation of the debt. I received an email stating they were looking into the matter on XX/XX/XXXX. XX/XX/XXXX I received a call from an agent stating that if a payment was not made, my vehicle would go into repossession status in 7 days. Fact, The fourth amendment is intended to ensure that the right of the people to be secure in their persons, houses, papers, and effects, against unreasonable searches and seizures, shall not be violated, and no Warrants shall issue, but upon probable cause, supported by Oath or affirmation, and particularly describing the place to be searched, and the persons or things to be seized, and my fourth amendment right has been violated so be it. Such conduct from Truist has caused me to suffer severe humiliation and embarrassment, emotional distress, and physical discomfort. They have violated 15 USC 1692 ( c ) of the Fair Debt Collections Practices Act by harassing me regarding this debt. I then received a letter from Truist with a copy of a contract from the dealership, which is not validation of the alleged debt. According to the Fair Credit Reporting Act, Section 609 ( a ) ( 1 ) ( A ), Truist is required by federal law to verify, through the physical verification of the original signed consumer contract ( 28 USC 1746 ). The consumer credit transaction involved a finance charge. 15 USC 1605 defines a finance charge as the sum of all charges in a consumer credit transaction. The finance charge is supposed to include insurance, but Truist made me purchase insurance separately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In the spring of XXXX, we put our mortgage on forbearance due to a COVID related hardship. Every three months, SunTrust told us that we could remain on the forbearance, which we did. In the fall of XXXX, we wanted to remove the forbearance and proceed with whatever method the lender needed to use to accomplish this. At this point, we were told to wait until we received documentation in the mail to sign and have notarized, and to not pay any amount until these documents were received. This took over 3 months. Once everything was signed and fully notarized, it was sent via regular mail and was received by SunTrust ( now Truist ), though we never received the counter signed documentation from them after multiple requests. Now, after we have begun making timely payments for the last three consecutive months, as it was required from our new mortgage lender in order to refinance our mortgage elsewhere. Last week, the website was down due to another merger, and customer documents, statements, etc. wouldn't be available until XX/XX/XXXX. We were able to retrieve our statements, but not payoff amounts, and were directed to call the customer contact number. We can only get our payoff amount by calling Truist, typically we could have requested this through the website, but we can not get any clarity and spent hours of our day today attempting to get a person on the phone. We call, we wait for hours, and get hung up on. We are supposed to close next week on our refinance and Truist is making this task utterly impossible for us. We have our rate locked in, have signed closing disclosure documents, and paid/completed our appraisal with our potential new lender. Ultimately, we are trying to figure out if our subordinate mortgage paperwork ( which was signed off on ) shows whether HUD is the noteholder or if Truist is the noteholder. Based on the paperwork, we are led to believe that it is held by HUD, which would take a long time to get a payoff from, but we have received no answers or clarity from Truist if this is the case or not. This is typically a simple, standard operating procedure, and it is going to create much more hardship on us should we have to continue to pay this high interest FHA mortgage when we clearly qualify for a conventional mortgage with our other lender. Our new lender needs documentation, or at least someone to communicate back to tell us what is going on. The only other option is for the title company to dig further to see who holds the Note, which quite frankly is not their job to do and will likely cost us a lot more money. Public records do not show any recording of the subordinate mortgage, so for all we know, the agreement we signed is null and void and Truist is basically refusing through inaction that their mortgage be refinanced with another lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Truist ( Suntrust ) did not comply with the 3 day closing disclosure federal laws, in that they provided the disclosure summary on XXXX XXXX, XXXX for an investment loan, which was the same day that we closed on the property, which was not a corrected CD, it was entirely different the the XX/XX/XXXX, CD that we were given for a conventional loan. Post filing a complaint against Truist ; Truist responded with an apology about the inconvenience stating that the " insurance policy was indicating the property was for an investment, which also caused the loan amount, interest rate, points and closing cost to change, that resulted in the loan being repriced from 3.125 % to 3.99 % and another CD was sent with all of the adjustments on the same say of closing. Unfortunately, the Processor did not realize that the new CD still listed the old rate of 3.125 %. At closing, you were presented with the corrected CD with the adjusted rate, loan amount, points and closing costs. We sincerely apologize that you were not made aware of the changes. As a goodwill gesture, we are sending you a refund check ( # XXXX ) in the amount of {$2900.00}. This refund represents {$1900.00} in remaining Sellers Credit ( total Sellers Credit was {$5500.00}, minus the Sellers Credit given on the Closing Disclosure of {$3500.00} ) and {$980.00} in Processing Fees. The refund check was mailed by XXXX ( tracking XXXX ) and is expected to be delivered on XX/XX/XXXX. '' We attempted telephonically to reach out Truist, based on their aforementioned FALSE STATEMENTS in response to the first complaint filed against them, therefore validating unfair, deceptive and abusive practices and adding insult to injury to say the least. How were they dishonest : 1. Truist stated that the insurance is investment insurance. The insurance that is on the home purchased is owner/occupied insurance, that was emailed directly to the bank from the insurance agent on XX/XX/XXXX, at approximately XXXX. 2. Truist stated that " the processor did not realize the old CD had listed the old rate of 3.125 % '' ... .we were dumb founded by this response because the XX/XX/XXXX, CD was for a Conventional loan with a 3.125 % interest rate, lower closing costs, the seller credit of {$5500.00}, etc. On XX/XX/XXXX, the day of closing ( moments before closing at that ), we were provided with a completely different CD, one for an investment loan, with a much higher interest rate, closing points, more money down payment, less money being loaned which also increased in the amount that we had to come up at closing, because of it being an investment loan they did not honor all of the seller credit. We appreciate some of the monies we recouped, however based on the Truist 's response the loan type should have never been changed from a conventional loan to an investment loan, therefore we are still asking that the interest rate be reduced to at the minimum of what was originally agreed upon. The higher interest rate will impact our family for 30 years... seriously paying over {$500.00} in interest monthly is ridiculous and the {$2900.00} is appreciated, however it is peanuts compared to 30 years of a high interest rate. What happened to " XXXX in XXXX ''? Looks like Truist threw " XXXX in XXXX '' right out the window. We are being fair and only asking for what was originally agreed upon, at the very minimum. I have attached a copy of the owner/occupied insurance information that was emailed directly from the agent to the bank. Thank you in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34608
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A