Date Received: 2022-03-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Money was hacked out of my account and no one from Truist will help me and Ive been on hold for 7 hours. They keep hanging up and just leaving me on hold in a loop for hours straight. I just want my money back so I can take care of my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34638
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: 2022-03-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/22, I went to the Truist branch at XXXX XXXX XXXX in XXXX, FL. My new Truist dbc would not accept in the atm for me to make a cash deposit. The only option I had was to make a cash deposit via their night drop services. I placed {$84.00} cash in an envelope, which consisted of {$83.00} in paper bills and {$1.00} in coins. I wrote the amount on the front of the envelope with my account information and made the drop. On XX/XX/22, I noticed my account was only credited {$79.00} and there was {$5.00} missing. I attempted to engaged Truist via multiple channels ; via XXXX XXXX, via online chat through my online profile, called the customer service number of XXXX and even called their Fraud Dept at XXXX multiple times. I am told via XXXX XXXX someone will back me back and that did not happen. I am told via chat at XXXX someone will be right with me ; however, it is now XXXX and no response. I am told by Customer Service, after a 1 hour hold time in queue, to go to the branch, which I can not as I tested positive for COVID on Monday morning and self-quaranting so referred to Fraud to file a claim. I called Fraud Dept. multiple times and after 45 - 60 minutes hold, the call drops to another queue only to be told to call back. I would just like the {$5.00} credited to my account for the correct amount I made and with an effective date of XX/XX/22 to eliminate any return or insufficient charges I might accrue on the account.
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: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: They were asking for an account number or social security number. But we have never done business with TRUIST BANK. They claim we owe XXXX for an account ending in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 567XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Suntrust merger with BB & T.. XXXX cards dont work mobile deposits delayed resulting in over draft. customer service is not available! Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 376XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have been trying since XX/XX/XXXX to set it up so that I could transfer funds from Truist to another bank account external to Truist. I am in an endless loop between entering the information, getting trial deposits, then completely unable to enter the amounts of the trial deposits so that I could finalize the process. I waited an hour to speak to a human on their toll-free line then that human promised to transfer me to someone who could be more helpful, and the call was cut off. The online chat function is mostly automated, but where a human is potentially available, the wait time is estimated at 30 minutes. Truist ( formerly SunTrust ) seems completely off the rails with no possibility of recourse.
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: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Problem when making payments
Subissue:
Consumer Complaint: Principal payments- Contacted the lender through multiple emails and a phone call to try and find a way to make weekly / bi-weekly principal payments. Company only allows to make principal payments on the XXXX of each month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: MY CAR WAS IN A ACCIDENT WITH TOTAL LOSS.THERE WAS A REMAINING BALANCE OF XXXX AFTER INSURANCE COVERED THERE PART.My gap insurance is refusing to pay that balance due to me extending payments in back of loan due to covid.They stated the goverment didn't help them.The bank didn't charge me late fee 's, and did not consider me late .Please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: This complaint relates to Suntrust Bank ( now Truist ), XXXX XXXX Bank ( correspondent bank for XXXX in the XXXX ) and XXXX. On XX/XX/XXXX I visited the XXXX XXXXFlorida office of SunTrust to initiate a wire transfer to XXXX XXXX XXXX XXXX XXXX in the XXXX in payment for a contract with a due date of XX/XX/XXXX. The wire was in the amount of {$12000.00}. The wire was not delivered in a timely manner and I subsequently contacted the company representative who processed the wire. He initiated a trace. My contract was now in jeopardy. Numerous emails later including to the Office of the Chairman ( which has not been responded to to this day! ) the company refunded my fees and contacted the recipient in the XXXX to confirm my having sent the funds. A referral to the supposed XXXX XXXX XXXX resulted in no action taken, I have been promised action that has not materialized, hung up on and ignored by every party at SunTrust with the exception of the gentleman who initiated the wire in XXXX XXXX. I had asked the funds to be returned to my account so that they could be sent though other channels which have subsequently proven to be much more effective and at significantly less cost. This never happened. THE FUNDS WERE FINALLY DELIVERED TO THE RECIPIENT ON XX/XX/XXXX! This is fully a month and a half after the wire was sent. I have yet to receive an explanation as to exactly why this occurred from any party. I can provide an extensive email string related to my attempts to resolve this matter with the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27909
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: A fraudulent check for {$8700.00} was deposited against my account and paid by my bank, Truist. I opened a fraud claim with Truist but they have been totally unhelpful at local branches and I have had to wait over 3 hours on the phone to speak with a " representative ''. I am still waiting for the fraud case documents, supposedly being mailed to me. I will soon enlist the help of my attorney.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Sun trust became truist bank. I was sent a new atm/debit card. Tried to use automated system to activate the card ; system said my billing zip code is wrong. It isnt. Directed to call customer service. On hold yesterday for 1 hour and gave up. Called today- on hold 1.5 hours. I have no way of accessing my Money- no checks, cant use debit or atm functions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A