Date Received: 2022-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Mortgage is dunning me for a payment I've already made ; my bank statement says they received the {$1400.00} payment on XX/XX/22 but they sent out the dunning letter on XX/XX/22. This is the second tome I've had this problem with Suntrust. They resolved a previous XXXX complaint satisfactorily.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80401
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX, our Post banking with, BB & T XXXX XXXX XXXX XXXX XXXX XXXX phone # XXXX account was compromised by cyber theft and 4 wire transfers were made totaling almost {$75000.00}. This was immediately reported to the bank, but they were not able to stop the wire transfers. We were left with about {$1200.00}. The officers and staff who have access to the account went to the bank on the morning of the XXXX with all available assets we could find and worked with XXXX XXXX to start a new account so that bills could be covered, payroll being the largest. The bank has been working diligently to retrieve our assets and on XX/XX/XXXX we did receive a partial refund from one of the transfers for just under {$19000.00}. When I asked the fraud representative, XXXX, another refund of {$19000.00} was received later leaving us with a loss of {$40000.00}. As of now the Bank tell us there is nothing further, they can do. As a XXXX organization we gather funds to support XXXX and our community and can not afford this loss. We have never used wire transfers. I am filing this for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fl. XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34205
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Today is XX/XX/XXXX. In early XX/XX/XXXX I contacted Truist about their inappropriate opening of an account using my name and SSN. At that time they had indicated that a check was deposited into said account for {$4800.00}. I spoke with a Fraud/ID specialist who indicated that they have recorded the account as fraudulent and all activity reversed and account closed due to ID theft. I am NOT a Truist account holder. Last week I began receiving letters regarding the bouncing of this deposited check, which resulted in an overdraft of said amount. Then I received the " threathening '' letter regarding charging-off this account. This letter is dated XX/XX/XXXX. Today - the XXXX - I have attempted to call Truist to AGAIN clear this matter and after trying 4 phone calls to the fraud/ID theft number and waiting on hold over a collective XXXX minutes with NO answer ( shameful )- I can only surmise that either their phone system doesn't work or their staffing incompetency is overwhelming. Nonetheless- this matters needs to be cleared immediately without any negative impact to me, including inappropriate negative credit ratings. Additionally - they opened this account without any proof of ID from me ( as my credit reports have been locked down since I had my information compromised )- and while 4 other banks were successful in NOT opening fraudulent accounts in my name during this same time period - Truist has shown their incompetence in this regard as well. One would think that complying with the law regarding " known your customer '' would be in the forefront of their accounting opening procedures- and clearly it is not in this case. The only person I WAS ABLE TO REACH ON THIS MATTER - AS PROVIDED BY THE PHONE NUMBER GIVEN ON SAID LETTER - INDICATED TO ME THAT SHE DOES NOT SPEAK TO CUSTOMERS AND I COULD CALL A BRANCH. SHE THEN GAVE ME A PHONE THAT HAS SINCE BEEN DISCONNECTED - STARTING MY OVER XXXX MINUTES OF MY TIME TRYING TO REACH SOMEONE TO CLEAR THIS MATTER.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94582
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I was sent a XXXX payment yesterday ( XX/XX/27 ) in the amount of {$1000.00}. The sender 's checking account was debited and my receiving XXXX email address was entered correctly. I have still not received the funds in my Truist checking account or received any notification that the funds were received. It is impossible to reach anyone at Truist by phone, messaging app or email due to the botched merger that have left many customers in the lurch. A review of recent XXXX activity shows multiple customers not receiving XXXX payments starting one week ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX I reached out to the consumer finance board for assistance and getting SunTrust to reach out to me so I could get bank statements from XX/XX/XXXX through XX/XX/XXXX. It is impossible to reach Suntrust directly as wait times are consistently over one hour. Even though SunTrust called me back within two days and understood completely which statements I needed, XX/XX/XXXX, I only received a one page statement which compiled of three months of no activity. This is not what I asked for this is not what I need and I will have my XXXX XXXX XXXXXXXX benefits terminated if I do not get the statements that SunTrust promised me but didnt provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I called the XXXX customer service number for Truist on XX/XX/XXXX to report fraudulent activity on my account that overdrew my account. I was on hold for over an hour, and the woman who I spoke with told me I couldn't do anything until the transactions posted and would order my husband a new debit card. I asked what I was supposed to do until we got paid again, and I got told " this happens sometimes. '' I asked the woman why the bank wouldn't flag something so out of the ordinary and she didn't have an answer. She told me that my husband could go and pick up a temporary debit card at a branch. Monday XX/XX/XXXX, my husband goes into a branch to get a temporary card, and they told him he could not get a card because our account was overdrawn, which is the opposite of what the XXXX customer service person told me. I called the XXXX customer service number back to see again why nothing can be done about this. My husband is a XXXX XXXX, and he can not have no access to our money. The last time I had fraud activity on my account a few years ago, my bank flagged it immediately, gave us our money back and launched an investigation with no problems, so I'm confused as to why we have to wait for something to post. Our account is still overdrawn. I asked to speak to a supervisor multiple times and kept getting transferred to other customer service people instead. Multiple times, the phone would unhold and I listened to the customer service people discuss my complaint, which is ridiculous and bad customer service. To be told constantly that there's nothing I can do but wait is also ridiculous.
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: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: They are adding different balances and did not remove it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27405
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My Sun Trust checking account was first hacked into by ATM withdrawals and was done at locations I didn't use.XXXXSun Trust refunded the funds.My only deposit I get is Social Security..they replaced Debit Card and new Pin Number..I explained how my cell phone and tablet was stolen and all my vital info was on these devices.They should have closed my account totally down..In XXXX there were withdrawals again from ATM machine, I filed a dispute which you wait a minimum of XXXX up to XXXX for their off shore Fraud Department to process the claim they denied the claim..I send a rebuttal denied..I live only XXXX XXXX Social Security..its close to $ XXXX, then on the morning of XX/XX/XXXX I get a call from Sun Trust there is suspicious activety..well they used at XXXX an app. called XXXX XXXX.deleting close to $ XXXX Trust reimbursed me immediately..They never suggested to close my account down..they have the person 's name who did Cash Out..he has taken over my phone I'd and passwords..Why are they refusing to give me my money..Trust me its well needed..I 'm a XXXX Person and the past year recovering from XXXX XXXX followed by XXXXXXXX XXXX..I have been a Sun Trust for XXXX. they never had a problem with me..They know it was hacked and just refusing to give me my funds..I was applaud that the Branch Manager told me to go to a XXXX XXXX..and it's my fault that I need to protect my account better. She then precedes to tell me she doesn't use a Debit Card..or Online Banking or Auto Pay..because they are not safe..Please I need my money..Thank You and God Bless
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX. XXXX I tried to access my checking account through the mobil app only for it to say were sorry this service is unavailable at this time I figured maybe since they transferred to a new company that it was just an error and it would be fixed within 24 hours. Not the case. I then tried every day up until today XX/XX/XXXX when I was so frustrated that I called and was on hold for over 2 hours only for the lady to say it was a password issue which I tried to explain that wasnt the issue, she then sent a new temporary password to my email and at that time she mysteriously disconnected our call, so I proceeded to try to access by using the reset password with what she had sent before we were disconnected which didnt work! I have tried to access my account through the app, on my mobile web safari AND through a laptop/desktop computer all with the same issue. I have not been able to access my account and I am unable to visit the nearest branch because the closest one to me is over 4 hours away ( due to me moving ) however I get automatic deposits each month into this account. I need access to my account this is unacceptable
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 484XX
Submitted Via: Web
Date Sent: 2022-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a XXXX with Suntrust Bank since XXXX. The loan amount was {$15000.00} variable rates, Interest only. Since then, the interest rates have dropped tremendously, but my rates have never changed. As of XX/XX/XXXX, my loan amount have not reduced and I have been paying, on time, for 10 years now. I've made extra payments on the principle and still no reduction. I have called and complaint to Suntrust, but no one could explain why my balance still remain the same or more. Currently the balance is {$15000.00}. They now have changed their name to Truist. Please help!! I'm a XXXX citizen and I think the bank is taking advantage of me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38111
Submitted Via: Web
Date Sent: 2022-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A