Date Received: 2022-03-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I am trying to be a former customer of the SunTrust/Truist merger . I had two accounts under SunTrust ( checking and savings ) and never had a problem. During the merger to Truist I've had nothing but problems. My old card is deactivated, I never received a new card and it's been over two weeks after requesting a new card twice at two seperate branches that I have not received anything. I've been into two seperate branches in XXXX and XXXX XXXX FL 5 times in the past two weeks and still can not get access to my money, no one there is able to fix outstanding overdraft fees from XX/XX/XXXX & XX/XX/XXXX in my account from a refund ( which was a mistake on the vendor 's end, not mine ) which was refunded to my account immediately. Total amount is {$70.00}. Each time I've gone into the bank, I've been given excuses as to where my new card is, each time telling me to wait until Monday, then it was Friday, now if you don't hear anything by mid next week, come back in and we will try to fix it. I had a friend XXXX me some money to help me until this mess could be resolved. A full day after the XXXX transaction, my account still said " Pending '', yet still had no working card to access money, was given no new card ( temporary or otherwise ) to use to pay bills or even buy food. My account information disappeared on the website at one point. After going into two different branches in 10 days in total of 5 times, I was finally able to pull out the balance on both of my accounts just so I could pay my bills. My bills all have late fees attached to them now that I have to pay myself. I have to also use the cash and go to payment centers to pay the balance and also be charged a fee to do so. I can't use a check because the routing number doesn't work and Truist will not and can not find anyone authorized to remove the two {$36.00} fees from my account in order for me to close out my account and move to a bank that will help me access my funds without delay. I filed a dispute with the bank about the charges. A few days later I was denied my claim. I have been on hold for longer than 2 hours at a time, have waiting inside of bank branches for over an hour trying to get this fixed and each and everytime I have always been met with excuses. Yesterday XX/XX/XXXX, one of bankers tried to help me in removing these fees and even she was on hold for nearly an hour and couldn't get through to her internal personnel. I know that's not right, if she can't even speak with a higher level to fix a problem. She disconnected the call. Her only option was to file another dispute of the outstanding charges on her end on my behalf. She closed my savings account and the available balance to my checking account ; leaving the checking account open pending an answer from the dispute filed on XX/XX/XXXX to get the remaining balance of funds after the decision. I walked into the bank at XXXX and didn't leave until XXXX and still was unable to close my account completely. During my time in the bank ( each time I stepped inside of the branch ) I heard angry customers wanting to know where their money is, deposits missing, extensive charges to their accounts, on-line banking is not working, no one has a new card, their routing number is incorrect or couldn't close their account because of similar issues like my own. No one inside of the bank could help with anything. This merger is a complete failure. My bills need to be paid regardless and I am unable to survive on limited money that is being held hostage by this bank for their growing list of mistakes during the transition.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32773
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Hello I opened an auto loan with SunTrust bank in XXXX of XXXX. I have been making automatic payments with them ever since via ACH withdrawals. In XXXX of XXXX, they merged with BBT to form Truist. As of XX/XX/XXXX, the loan amount on my account has increased by {$290.00} and does not show the records of an additional payment that was made. The Truist web site shows no Statements or Receipts, just an account balance that has no reflection on the prior account balance communicated by SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Delinquent account paid down in full to zero balance not updated on my credit report dropping my score from XXXX to XXXX barring me from getting loans for the company. Jeopardizing very large multi million dollar transactions. Truist bank.
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: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This is for Truist Bank who merged with SunTrust. I noticed that I was being charged 36.00 fees with an available balance. This has happened over 6 times. I went online and made a phone appointment twice.No one called. Finally went into a branch. The rep was very nice. She stayed she could see where I was charged multiple fees with an available balance for a while..but they were coded something else. She called Corporate who states that a manager has to review and refund my account. There was no manager available. Rep says manager is away for 3 weeks. Horrible merger. These fees caused a trickle down effect causing more overdrafts. Online banking is horrible. I just want the fees back from the last 30 days. I am fighting XXXX and I can not continue being charged these fees due to bank errors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23513
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: There are 3 missed payments on my account There all paid in full amd I would like them removed off my credit report as it affecting my score There are 3 missed payments from XXXX XXXX XXXX XXXX of 2019. From Sheffield Financial
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have banked with SunTrust for at least 20 years and have used their online banking interface for the past 10 years. I live overseas, so it is critical for me to be able to do all of my banking and bill pay online. SunTrust has been going through a merger with another bank for the past couple of years and during this time, the online banking has gradually been shifting to the new platform for the merged institution, called Truist. I have checking, Money Market and savings accounts with SunTrust ( now Truist ) and use both a debit card and a credit card from the institution. This is my only personal credit card and this is the only bank that I do regular business with. My salary is direct deposited into this account on a biweekly basis. I normally go online and check my transactions and pay bills shortly before or on the first of each month. When I tried to do this yesterday ( XX/XX/XXXX ), I could no longer log in through the Suntrust interface and was told to go to Truist. The Truist log-in page kicked me back to Suntrust. I kept getting an " invalid user name and password '' on each page. None of the customer service phone numbers work - after going through all of the prompts, a recording tells me that the wait time is over 60 minutes and then it cuts off after several minutes. Hence, I have no access to any of my funds and no way to contact the bank. I am helpless to do anything. My bills will be overdue ; penalties will be charged and my credit score may be affected. I am a loyal customer with an excellent record and a fair amount of money with this bank. There are numerous reports on line from people having similar experiences with SunTrust ( now Truist ) and several XXXX groups have been formed to collect complaints and experiences- since there is no way to to even contact the bank to inquire or complain directly! I am outraged and a bit panicked that I'm unable to access any of my funds. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20852
Submitted Via: Web
Date Sent: 2022-03-02
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: On XX/XX/XXXX received an email from Truist ( formerly Suntrust ) with a " friendly reminder '' that my monthly mortgage payment was changing from $ XXXX to $ XXXX, an increase of $ XXXX, or $ XXXX. This was the first communication from Truist that the monthly payment was changing and there was no explanation for the increase in the email. On XX/XX/XXXX I called Truist customer service to see why my mortgage was increasing so much. Truist 's explanation was that my insurance went up ( accounted for about $ XXXX ) as did my city tax ( by about $ XXXX ) which significantly impacted the escrow analysis on my account. After about 45 minutes talking with multiple departments, it was clear that the tax increase was not accurate and that Truist had mishandled their tax projections in XXXX for my account. Therefore, the escrow analysis would need to be re-done to get my monthly payment back down to a reasonable number. The last person I spoke to agreed that something was wrong, said that the escrow analysis would be run with the correct numbers, and that I would hear back from Truist in 3 business days. By XX/XX/XXXX I had not heard back from Truist, so I called customer service again. Nothing had been done with my account, so we started from scratch on all the issues that were supposed to be resolved by XX/XX/XXXX. This time I spent about 90 minutes on the phone with multiple departments to get Truist representative to see the obvious issue that was happening. When they agreed the escrow analysis had to be re-done, they informed me that whoever told me that would take 3 business days was incorrect. The updated analysis would take six business days, and that had not started yet. The representative ( s ) assured me that everything would be resolved on my account no later than XX/XX/XXXX, and that I would definitely be hearing from Truist by that date. By XX/XX/XXXX I had not heard from Truist, so I called customer service again. Starting from scratch again on all of the issues I had dealt with to date, and speaking again with multiple departments over the course of about 60 minutes, I was informed that the escrow analysis was re-done but yielded the same result with the inflated monthly payment. The representative ( s ) eventually understood that the tax projection was incorrect, and informed me that they would have to re-submit the numbers for another escrow analysis. This time, they told me that escrow analysis takes 14 business days to complete. I asked to speak to a supervisor, as any reasonable person would find all of this unacceptable, they left a message for a supervisor and could not connect me directly. The representative ( s ) also refused to document what we spoke about via email back to me. On XX/XX/XXXX the Truist supervisor reached out to me. While they couldn't guarantee anything, she had put in an urgent request to get the escrow analysis complete within the next 24-48 hours rather than 14 business days. They apologized for how everything had gone to date, and did guarantee that no matter what, they would reach out to me on Tue, XX/XX/XXXX to give me an update on where my account stood. They also provided their extension for me to contact them directly if needed. By XX/XX/XXXX I had not heard back from the supervisor. I called Truist customer service again and attempted to contact them directly with the extension provided. The representative I spoke to could not make any connection with that extension. I then started from scratch again with all of the issues to date with that representative. After reviewing my account information the rep informed me that having an escrow account as part of a mortgage is a bad idea and that tax increases can compound a shortage. They also indicated that another analysis was being done and the results would be available by XX/XX/XXXX ( the next due date for payment on my account ). I was admittedly very frustrated and angry on this call since I had no reason to trust anything that a Truist representative was saying at this point. On XX/XX/XXXX my payment was due, but my online Truist account was still showing the inflated amount due. I called Truist customer service again to make a payment in the amount of {$1800.00} since multiple representatives from Truist had agreed that the {$2000.00} number was incorrect. I was told that the only amount I was able to pay on the account was the {$2000.00} that was showing as due. I declined paying the incorrect number, at the risk of impacting my credit. On XX/XX/XXXX I received an email from Truist informing me of me new updated monthly payment of {$1900.00}. There was nothing explaining that this was the result of an updated escrow analysis, or any justification at all for arriving at the new payment amount. Nobody from Truist reached out with an explanation either. As the new monthly amount seems like the result of a more accurate escrow analysis on my account, I made the monthly payment ( and hopefully avoided any impact to my credit ). I still don't have a way to validate that it's accurate though.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My loan was originated at an auto dealer and Suntrust was the recipient. Had I known this I would have stopped as Suntrust is a nightmare for vehicle financing. Now that they have merged with BB & T to create Truist ( pronounced trustless ) they have forced me to re-register my online banking to pay my bill. This requires my full account number which they star out partially on all correspondence, also not my original loan number. When I call it's endless waiting of over an hour to speak with an incompetent human being. They are now stating that my loan is XXXX month past due ( it's not I paid the XXXX payment ) and this concerns me as Suntrust has a habit of repossessing vehicles that are 30 days past due. The merger of Suntrust and BB & T was a huge mistake and should not have been allowed. This has put my transportation in jeopardy and could cost me my job. I now have to hide my vehicle for fear it might be repossessed incorrectly and I can not afford tow and impound fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Problem with a company's investigation into an existing issue
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Suntrust Bank with account # XXXX with a balance of {$570.00}. The reporting of this account is in violation of 15 USC 1681, and the Fair Credit Reporting Act [ 15 USC 1681 ( a ) ( 2 ) ( i ) ] : ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; Suntrust and XXXX ( Person ) is violating federal law pursuant to [ 15 USC 1681 ( a ) ( 2 ) ( i ) ] under the FCRA by reporting or furnishing " information solely as to transactions or experiences between I ( consumer ) and the person making the report ( Suntrust and XXXX ). The statue clearly states this should be excluded from the consumer report. Remove the illegally reported information immediately before swift legal action is taken.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I closed my Suntrust account about 3 years ago. We left about {$200.00} in there for a windfall and the banker said it was a good idea. I assumed everything was fine and did not check my statements. Yesterday I got a letter from Truist stating that my account was overdrawn and was being sent to collections. According to them. I owe {$17.00} with {$30.00} for collection fees. They gave me an XXXX number to call on the sheet to resolve the issue. They let you hold for about 2 minutes then send you to voicemail. I left a message but never heard back. I then went to my local branch and asked to resolve it in person, but was told since my account was closed they cant help. They gave me the customer service line. I waited on hold for over an hour to be told the same thing. I tried to call the number on the collections letter several more times and never got to a representative, nor got a call back. I then double checked my last statement- I had {$3.00} in my account, they took out the XXXX maintenance fee, and then immediately shut down my account. I dont believe I should owe this amount but I cant speak to anyone to resolve. This has been an incredibly frustrating experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37343
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A