Date Received: 2022-03-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022, I opened a Truist checking account. The account number is XXXX. On XX/XX/2022, Truist sent me a mail saying that all of my accounts have been closed for fraud prevention. I received the mail only on XX/XX/2022 when my paycheck had been scheduled to deposit into my account. I don't have any fraudulent activity in any of my accounts. Moreover, because they close my account, I can not withdrawl the money {$550.00} in my account. And They refused to mail me a check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46033
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 making or receiving payments
Consumer Complaint: I've tried all week to get my online account transitioned from SunTrust to Truist. I've been on hold for hours at a time ; had my calls disconnected ; been told that I'd receive a return call from two different account specialists... but never received the call ; was informed from one of their digital account specialists that many literally have not been trained in how to return a customer 's phone call ; and that my on line profile could not be viewed by your digital support team in order to ascertain why my on-line user ID and password credentials is not being recognized in their system. This has caused me significant hardship, which included an inability to use my quicken software.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20723
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: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX ( Today 's date ) On XX/XX/XXXX I attempted to use my SunTrust debit card at a restaurant. It was declined. I immediately called SunTrust to find out what the issue was with my card and was told that my account was frozen and pending an investigation due to one of the following reasons : 1.Unsatisfactory handling 2.Negative reporting from another bank 3.History of return items I was then told that the specific reason would be sent to me by mail within the next ten ( 10 ) days. I have yet to receive any information on why my account is frozen. I have made more than a dozen phone calls and visits to the local branch of SunTrust and I continue to get the same message, as stated above ) from representatives on the phone and in the branch. My problem is that I have had two direct deposits, one from Social Security and another from my retirement pension, that were deposited in my checking accounts after XXXX XXXX ( the day my accounts were frozen ). The Social Security check was directly deposited on XX/XX/XXXX and the retirement pension check was directly deposited on XX/XX/XXXX, well after the date that my account was frozen. I was not able to stop the direct deposits with the Social Security Administration and the XXXX XXXX XXXX of Georgia from depositing due to the lack of time that the freeze took place. Thus, both direct deposits went to my accounts as usual. I have been receiving both direct deposits since my retirement which officially began in XX/XX/XXXX which Im sure SunTrust can verify. These are my living wages and I understand that both forms of income are exempt from the frozen status. I am requesting that my living wages ( Social Security and retirement pension ) be released to me immediately so that I can carry on with the necessities of life such as paying my mortgage, paying my utilities, and buying food. I am a senior citizen, living on a fixed income and Im asking that you honor my request to release my living wages from my checking accounts at SunTrust, now known as Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
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 lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Truist Bank has been unreachable regarding fraudulent charges to our account. XX/XX/2022 # {$890.00} and {$670.00} were taken from our checking account. Truist Bank is basically unreachable by depositors and their employees. We went to the bank XXXX to find out what steps needed to be taken. We were told because of the merger, nothing was being processed until the following Wednesday ( XX/XX/2022 ) evening. The charges must post before we could file a fraud complaint. We went to the bank on Thursday, XX/XX/XXXX and had the banker call and put in the fraud complaint. Please note, we were on hold 45 minutes before our call was answered. Complaint # XXXX Having tried numerous times to call the numbers given for the Fraud Department XXXX and XXXX XXXX XXXX and not being able to get thru I did get someone on Tuesday, XX/XX/2022 but she was not able to give me a current status on the claim. She transfered me to another department that was closed and not the correct department either. Wednesday, XX/XX/2022 went to the bank and asked the banker to try and reach someone regarding the status .He tried both numbers and wasn't able to reach anyone.This visit was 90 minutes. Truist did not create an avenue for its Branches to reach out to them. worst experience in banking in our entire lives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34476
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: BBT and Sun Trust recently merged. None of my log on credentials no longer work, and the company has wait times of XXXX minutes to speak to a representative. Everything was fine when I was a sUn-Trust customer. It seems that this merged bank goes out of its way to avoid talking to customers. They want a customer to fix problems themselves. They are a great source of annoyance and frustration. Can you help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22030
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: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are quite a few inquiries that i did not recognize on my credit report. I will list them below and would like for them to be looked into and removed please thanks.1XXXX XX/XX/XXXX. ( 2 ) XXXX XXXX XX/XX/XXXX. ( 3 ) -XXXX XXXXXXXX XX/XX/XXXX. ( 4 ) -XXXX XXXXXXXX XX/XX/XXXX. ( 5 ) -XXXX XX/XX/XXXX. ( 6 ) -XXXX XXXXXX/XX/XXXX. ( 7 ) XXXX XXXX XXXX XX/XX/XXXX. ( 8 ) -XXXX XXXX XX/XX/XXXX. ( 9 ) XXXX XXXX XX/XX/XXXX. ( 10 ) -XXXX XX/XX/XXXX. ( 11 ) XXXX XX/XX/XXXX. ( 12 ) -XXXX XXXX XXXX XX/XX/XXXX. ( 13 ) -XXXX XXXX XX/XX/XXXX. ( 14 ) -XXXX XXXX XX/XX/XXXX. ( XXXX ) XXXX XXXX XX/XX/XXXX. Please investigate this unrecognizable and unauthorized inquiries please thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31093
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: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter on XX/XX/XXXX from XXXX mortgage stating there was a lapse in home insurance from XX/XX/XXXX to XX/XX/XXXX and will be charged XXXX to cover that period. I spoke to them on the phone and the person agreed there was not a lapse. I uploaded to their site XXXX XXXX XXXX my insurance coverage information. On XX/XX/XXXX I received a letter stating I have an escrow shortage and they will deduct the amount due over 12 months. They are unreachable by phone. I have sent them a letter in writing to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 714XX
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I closed my account on XX/XX/XXXX at the Truist Branch on XXXX XXXX XXXX. XXXX XXXX XXXX. The account was closed due to a breach whereby my accounts were compromised. At the time of closing the branch did not tell me that I would not have access to the account. Surprising enough the breached accounts for at least XXXX months I had access to. Again, nothing was told to me in writing or verbally. I have closed other accounts in the past with other institutions and they email me or verbally communicate access rules. Besides calling and not getting through on multiple occasions, I finally spoke to a XXXX XXXX XX/XX/XXXX at the bank above about getting access on my accounts. She said I could only request statements and they would charge me for all of them. This is not acceptable ; I was a SunTrust customer for many years. Infact XXXX of my accounts is XXXX of their oldest accounts. I need some help getting my records without being charged since I was never told I would not have access. Additionally, I suggested to XXXX XXXX that maybe they could just give me a computer print-out of my detail. No!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/22 I tried to send a {$350.00} XXXX transaction to my friend but Truist sent me a message saying that the transaction did not go through but took the funds out of my account and will not give me my {$350.00} back. I have called Truist everyday but no one will help me nor will they put a supervisor on the line so I can take care of this. Ive been left on hold by an agent name XXXX and she never returned to the line for 1hour and 30 mins. Ive called in and asked to speak to a supervisor and was transferred to the beginning of the Q to wait another hour by and agent name XXXX. They have the worst customer service ever. Ive never experienced anything like this before. They will not give me my funds back and not sure what else to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX I went into a Truist branch to close my Suntrust account after being locked out of my debit card while out of town. At first the teller was super nice and helpful until I handed over my Suntrust debit card and she rolled her eyes and refused to withdrawal all money available and close my account because I may have pending charges coming through. I withdrew the amount she would allow me and she told me to expect to be charged. I just want wants left in my account so I can fully move on to another financial institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30260
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A