Date Received: 2022-03-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I tried to o contact XXXX services about unauthorized transactions on my debit card.tried several times to contact banks fraudulent dept.no one picks up.this all accurred around the XXXX of XXXX while in hospital
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 172XX
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The SunTrust and BBT merger resulted in an ATM sent to me that failed to work. I had to drive 40 miles to the nearest beach despite having a child with XXXX who had to be transported because the company I use wouldnt take him as my card failed. I also had to miss work as an XXXX XXXX of XXXX during a COVID spike. The XXXX branch tried unsuccessfully FIVE times to activate the card with Truist customer service telling him it was my card controls. I did as instructed- tried to make an ATM withdrawal of {$100.00} which failed. The card control was {$700.00}! The branch manager issued a temporary card for me to use, ordered a new one for me, and cancelled the other cards associated with my account. Today my new card arrived, and I have been unable to activate online while CORRECTLY SIGNED IN TO MY ACCOUNT. It failed to activate using BOTH PHONE NUMBERS tied to my account. I can not have my childs safety compromised by this level of ineptitude. As an adult XXXX child the one time I did try to get him home by public transport, he misread the bus sign and wound up in a small town FIFTY MILES FROM HOME AT XXXX pm in the dead of winter. Thank God for kind people who helped him catch the LAST BUS back to home. For over 25 years I had NO ISSUES with SunTrust. Im under one year Truist has made our lives XXXX. I want nothing more to do with them. All I need is this card business corrected so I can change banks. I can not keep taking time off to deal with Truist errors- they knew it was going to be a problem and had no regard for the inconvenience to their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I was notified by XXXX XXXX that someone using my name and SSN had opened an account with BB & T bank in XXXX NC. After some three hours over two days I spoke with people in their fraud Dept. who were difficult to understand and seemed incapable of comprehending the simplest issues such as I was not the person who opened the account and could not just go to the branch to close the account if I didn't know where it was let alone that California is not near North Carolina. Also I thought it was strange that they would ask detailed questions regarding MY credit and bank accounts. After I refused to disclose any of that information she said that she could not help me any further. I asked that they send a letter to me confirming that I had informed them that the accounts were fraudulent and that I asked that they be closed, She replied that she could not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95492
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Banking services or operating as expected. SunTrust, BB & T merger into Now Truist has been a very visible failure. Having been referred to BBT in TX, no SunTrust brick and motor presence, BB & T ( now Truist ) had no banking information as to who we were as long standing SunTrust bankers. Long hold times, inoperable banking systems and no assistance after more than a year since the implementation of this merger.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Suntrust/Truist locked my account about 5 weeks ago ( XX/XX/2022 ). I have been calling back and forth with suntrust/Truist customer service ( almost everyday until today ) as well as my local branch and spending literal hours on hold to see why my account has been locked and have just been forwarded to the next agent multiple times with little to no answer. I reached out on twitter and they stated that they would call me back only after I threatened legal action. I wanted to close my account and have my money wired to my new banking institution. I was on the phone for over an hour this evening and was told by the representative that there is no record of a check being issued and mailed to me when I was told that after calling two weeks prior. I still have been left in the dark and have no idea where my funds are and why my account is locked
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80247
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have had accounts with Suntrust for over 30 years. When they changed to Truist the online banking feature began having problems. On several occasions bills I had setup to pay via XXXX did not get paid. I went to the bank for help on XXXX occasions. They were aware of the problems, helped me and apologized. Just when I thought everything was ok, on XX/XX/22 there was a knock at the door. XXXX XXXX had come to turn off my power. They said my bill hadnt been pain in 2 months and was now due again.. I knew I had set that bill up to be paid in the usual Suntrust/Truist online banking app just as I had this bill and every other bill each month for XXXX + years. It was very easy to see my payment history in that app. I went to the bank yet again after cooling off for a few days.. I spoke to a banker that helped me before ( cant find his card ), and he tried to investigate. He called their Tech Support department and was not able to identify the problem. He asked the bank XXXX, XXXX XXXX, to assist. She offered assistance but could not identify the problem. They offered me a {$50.00} visa gift card. I told them the fees I had to pay XXXX XXXX were more than that. XXXX said if I could provide proof of the fees charged they were credit that back to my account. I immediately went home and emailed the proof ( attached ). I waited for the promised next-day call. I finally called them to follow up after XXXX days. I was told by XXXX that they investigated and found no proof that I attempted to pay those bills, so they would NOT reimburse me. I asked if it made any sense at all that looking at my credit history, and they knew they were having major issues with the online banking system during the transition, that I just decided not to pay mu power bill until they shut it off. They said nothing, which caused me to open new accounts with a better bank. Opening new accounts was no easy task. I had monthly checks automatically deposited, I had XXXX payments automatically deducted monthly. I paid my bills online. It will be an inconvenient dance for several months until everything is complete and I can work with XXXX bank. I am hurt that Truist thought so little of me that they let me take my money and close my accounts, including my credit card, checking and savings accounts for a {$75.00} fee they refused to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I opened an account with Truist with a promotion that included a {$500.00} bonus if you had XXXX direct deposits of over {$1000.00}. As part of the account opening process, I sent a real-time transfer from another bank account I am on in the amount of {$50.00}. On XX/XX/2022 after the deposit had posted, I was no longer able to access the account. I contacted the bank and was advised that there was suspected fraud on the account and that it had been closed. I was advised that a pending direct deposit from my employer that was already scheduled to post to the account would be returned. I also received a letter in the mail explaining that any deposits on the account would be returned within 10 days. I was told over the phone that the only way to get the money out of the account is to go to a branch with an ID. I explained that I do not live near a branch with the closest one being about a XXXX hour round trip drive. The agent said that once the account closer was finalized that funds would be returned. My employer informed me today that the direct deposit in the amount of {$500.00} that we expected to be returned never made it back. I contacted the bank who apologized that I was informed it would be returned as the " account is closed to all postings '', but it will not be returned. Furthermore, the bank informed me that my ONLY option is to make the trip to a branch and there is nothing they can or will do. I have offered a notarized letter proving my identity and was even OK with them reversing all transactions on the account so that the funds go back to where they came from. They have refused all of these solutions and are holding my money hostage. Although I do not live near a branch, I opened the account because it said it was open to Ohio residents so I was going to use it as an " online '' bank. I need to get my money out of this account or returned to where it came from.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 435XX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Suntrust, now Truist Mortgage. My original loan was with XXXX XXXX XXXX do not have an escrow account. I pay my own taxes and insurance every year on my own. SunTrust/Truist sent me a letter in XXXX, 2022 stating that they would be force placing insurance on my account in the amount of {$860.00}. I contacted Truist mutliple times in order to email my declaration page as proof of insurance. The email provided to me by the customer service representatives was incorrect, therefore they did not receive my declaration page. On XX/XX/2022, I contacted Truist again and stayed on the line until they verified they received my email. On XX/XX/2022, I received confirmation that they removed the {$860.00} from the force placed escrow account and acknowledged that I did not owe the money. On XX/XX/2022, Truist took not only my mortgage payment, but the {$860.00} in force placed insurance. This is the second time I have had a mortgage service company attempt to force place insurance on me. This is a major theft on the mortgage consumer. The companies force place these inflated insurance premiums, take our money, and create financial stress on the consumer. I have had to spend a significant amount of time in order to rectify this situation that was created by the mortgage servicing company. In the meantime, they have been sitting on my money, stealing the float and making millions of dollars off of this practice. This strips the consumer of valueable time and interest on our own money. This happens year after year. We are talking about 100 's of millions in stolen money and float that belongs to the consumer and mortgagor. It is theft plain and simple. There is multiple trillions in mortgage debt. The practice of force placed inflated insurance creates chaos for the consumer. There needs to be a deep and complete audit of this criminal practice. In addition to receiving my {$860.00} back, I want treble damages to compensate me for my time, lack of use of my money and all the chaos it has caused. Even when the mortgage company acknowledges the mistake, they take weeks to refund the money. Slick process for them, highway robbery for the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80104
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Yesterday I discovered multiple transactions on my XXXX XXXX Equity Line account which has been paid off since XX/XX/2021 with Sun Trust now Truist. I have spent over 8.5 hours on hold, in the branch, been transferred several times, disconnected and lost a full day of work and I am the only one employed right now in my family. All the transactions done are as follows : XX/XX/XXXX Telephone Advance {$10000.00} XX/XX/XXXX Telephone Advance {$10000.00} XX/XX/XXXX Telephone Advance {$10000.00} XXXX XXXX Telephone Advance {$10000.00} XXXX XXXX Telephone Advance {$10000.00} XXXX XXXX Telephone Advance {$10000.00} Total {$60000.00} Then on XX/XX/XXXX an advance via the web at XXXX to XXXX ending XXXX for {$96000.00}. Now the total outstanding amount is {$150000.00} all of which is fraud. None of these transactions were done by me or my husband and none alerts or anything transpired. I have visited my local branch and I have been working with XXXX XXXX XXXX XXXX and the branch XXXX XXXX. There has been an escalation but still nobody has been able to help. I am in the middle of a commercial refinance on a building I own in New York and this has a major impact on my credit. I need help in resolving this matter. I can be reached at XXXX Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am a victim of a scammed transaction. I ordered a steel building and wired in an amount of {$17000.00} on XX/XX/2021 to SunTrust Bank located at XXXX XXXX XXXX XXXX, XXXX AL, XXXX XXXX XXXX XXXX with an account # XXXX. I never received my product and could not get ahold of the seller. After many researches, I found out this was a scam. I asked my bank, XXXX to recall the funds but after many weeks, my bank came back that SunTrust Bank did not respond to their requests. I need SunTrust Bank to give me my money back. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A