Date Received: 2022-02-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My wife set up Automatic Bill Pay through Truist Bank. The payment was set up for our mortgage. Initially the the bill pay payments were put in manually by my wife. Our payment is due the XXXX of each month. It is considered late after 15 days. So XX/XX/2021 my wife utilized bill pays automatic payment system. It was set up for the XXXX of each month. The XXXX payment showed pending on XX/XX/XXXX, XXXX days before the XXXX. The XXXX bill pay payment showed pending XX/XX/XXXX. XXXX days before the XXXX. The XXXX bill pay payment showed pending on the XXXX. XXXX days before the XXXX. As a result of the bank pending the payment 4 days before the XXXX we incurred overdraft fees. These fee 's totaled 180.00 dollars. It would appear that there is no consistency when a automatic payment is labeled as pending. We had sufficient funds in our savings account to cover it, but the accounts aren't linked for overdraft protection. We did this to protect our savings from being depleted if our checking account was ever compromised. The lack of consistency with the bank labeling a transaction pending caused us to be overdrawn. Initially it was 2 days. Now two days has turned into 4 days. None of the manual transactions ever took 4 days. I get paid every Friday and this occurred on a Thursday. Is it wrong to expect some consistency from a bank?
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: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I called Truist and waited on hold for an hour and a half to speak to someone. I am unable to log in to their website because I closed my account with them. The reason I closed my account with them is because of their horrible customer service. In NO WORLD will a client wait that long to be helped by their bank on a routine basis. They offer no other way to get in touch, and this ultimately locked up my money in the case I had any questions whatsoever. I needed to download a copy of my statement for this closed account. The statement date I need is for XX/XX/XXXX. It would be the one after the one dated XXXX and the one before XXXX. I spoke with XXXX in XXXX, NC on XX/XX/XXXX at XXXX. She was unable to help in any way which is not acceptable. THIS IS A SMALL BUSINESS ACCOUNT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Hello, I have had troubles with Truist bank before and am planning on removing my money. They won't let me take my money out without my ID which I have lost. I have a photocopy of my ID but they stated that was not good enough. I went to the bank on XXXX to get a notary signature on a paper to get my birth certificate. The XXXX woman with an IQ of XXXX stated without an ID she could not sign the paper. I stated the photo copy was good enough or I could bring someone in to verify the person on the paper was me. She stated no and said I was disrespectful. I got very angry as I know she was lying. There were other customers in the bank. This is what I hear, fill out this form for fraud ( no help otherwise ), go to another bank for help. I know this bank has fallen to XXXX out XXXX stars. My point is the customer service is XXXX. Every time I go there there are new tellers who do not take time to get to know their customers. In Florida my photocopy is good enough to get money out of my account and get a notary as well as bringing someone with me. To be told No I can't help you by some one with no college degree and not from this country is aggravating. I have my XXXX and know the law. The bank has broken it and I assume are making up their own laws. The arguments of the other customers were hostile. I told the XXXX manager she did not know what disrespect was and that she was lying and that I was notifying the authorities. She was very angry towards me. What I want is college educated people who follow the laws. I asked her how I could get my ID if she would not sign the paper to get my birth certificate to get my ID. She stated she needed the actual ID. I don't think she got the illogic of the gesture on her part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32301
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a longtime customer of SunTrust and since this merger. I have not been able to access my accounts, when I go online it is showing that I don't have any accounts with them. I actually have 2! If I try to login using desktop, the system will immediately log me out. I call customer service and they had me in hold for 1 1/2, then hang up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 723XX
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Suntrust recently merged with XXXX to create Truist. During this merger, they deactivated current debit cards for new debit cards. I was never sent a new debit card. I have no access to my account. I was also locked out of online banking for two days XXXX XXXX. My debit card has been deactivated since XX/XX/XXXX. They have not sent a new card, and I can not access my funds. The wait time to speak to someone on the phone is over an hour. This is terrible business. They should not have deactivated any debit cards until they had actually shipped out new cards. I have zero access to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: See attached. Succinctly put Truist has apparently converted funds on deposit ( or at least repeatedly denied me use of my funds ) in my checking account and retaliated against my complaining of such prohibited conduct by pretextually raising false roadblocks to delay or prohibit me from accessing my own funds in my name only on deposit. The bank video and audio recording equipment will show this malfeasance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have XXXX accounts with Truist Bank, Formerly Suntrust Bank. XXXX is a mortgage the other is a checking account. During the merger I can no longer access my checking account online. My mortgage account is there but not my checking account. I can't move money around, get my balance or use a debit card. I have tried calling Truist Bank, on hold for hours, gave up. Went to branch offices, wait time was an hour to see someone. Went to another branch office after speaking to a person, she was able to access my checking account and print out a copy of my last statement. This took her 20 mins. She did not have the ability to fix the online access. So if I want to find out how much or if there is any money in my checking account I would have to go to this branch office, wait for 30 or 40 minutes to speak to someone to have them tell me whether or not I am overdrawn, low balance or no balance. I have moved most of my money to another bank, but since I am never sure of exactly how much is there I can't close this account. Truist has got to be the worst bank I have ever dealt with. I am XXXX XXXX XXXX and don't need this XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32162
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: " Suntrust now Truist '' ( Bank ) is our mortgage provider for the property we own at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. Our mortgage is a fix rate mortgage with no escrow. In 2021, due to miscommunication between our insurance agency and the bank, there was a misinformation about our insurance coverage ( They claimed we don't have an insurance despite we had coverage without a gap ). We pay our mortgage automatically from our personal bank account every month regularly. The bank opened up an escrow account without our consent and knowledge, and started demanding additional payments, around XX/XX/2021, for additional insurance coverage they claimed they provided. The mortgage statements provide a phone number and a web address for customer service, but no mailing address for the customer service. We could not reach anyone using the phone number provided in the mortgage statement from XXXX TO XXXX, XXXX. When the number is called, the automatic answering machine only stated that there was a transition of the mortgage between companies and we should continue making payments and no credit reporting would be done during the transition. The mortgage statements ( including the website ) do not provide any mailing address for the customer service for us to communicate any other way. Finally, we were able to reach the customer service in XXXX, XXXX and proved the fact that we had insurance and no escrow was needed. The bank admitted and canceled the escrow. However, we realized that the bank reported the incident as unpaid mortgage to the credit agencies and also started a foreclosure proceeding and put notations on the property, which irritated our tenant and we lost a tenant because of that The letter we received from the bank ( lender ) on XX/XX/2021 stated the bank canceled the escrow and also they retracted their reporting the credit agencies on XX/XX/2021. However, we checked our report on XXXX and it appears that they did not retract their reporting. Our credit score was above 750 in early XXXX. After their false reporting to the credit agencies, our XXXXredit score dropped to low 600s. We were planning to buy a property by the end of XXXX, but we could not purchase because of it. We sued the bank in XXXX XXXX ( WA ) and won for only a portion of the damages. We are planning to file law suits in many other counties, until this bank responds to our concerns fairly. We made additional {$2700.00} payment in XXXX so that they would stop reporting our loan as a default ( They demanded this ; otherwise they would keep reporting as a default ). After the bank admitted their mistake, they paid back only {$1800.00}. The bank writes back with many different explanations and accounting tricks to justify, but at the end, they overcharged us in addition to their false credit reporting. PLEASE SEE ATTACHED EXHIBITS : Exhibit # 1 : Proof of Insurance Exhibit # 2 : Our payments Exhibit # 3 : Letter received on XX/XX/2021 Exhibit # 4 Credit Reporting on XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98685
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I tried to XXXX money to cover the deficiencies twice but they account for some reason would not let me receive money. I canceled the first XXXX on XXXX and then requested a second one but it would not allow me to recive money again..tried calling the bank to find out what is going on was on hold for XXXX hour and then got hung up on... .it is ridiculous
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2022, TRUIST bank stated to customers that Limited account access would happen from XX/XX/2022 to XX/XX/2022. Services were promised to be restored by XX/XX/2022. On XX/XX/2022, I could not access my account to pay my car loan which i have through this bank. Phone payments were also not working. The call center was offline on XX/XX/2022, so I called Truist customer support on XX/XX/2022. After waiting 70 minutes on hold, i got through to a client representative. The client representative stated that the information i gave to her was accurate ( username, account number, and last 5 of my SSN ). She said she would transfer me to mobile application support. She did not transfer me, instead she hung up. The next time i called on XX/XX/2022, i could not get through to anyone. I am still locked out of my account as of XX/XX/2022. I have attempted to contact TRUIST Customer support via XXXX, and phone. I have made several attempts to resolve the issue. My truist account has lost functionality and i can not pay my car loan as a result. I am not the only one experiencing issues with truist, as they have locked many people out of their accounts and locked debit card access, etc. I have not received any emails from Truist stating that there is a known issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21703
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A