Date Received: 2022-02-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I held account number XXXX with BB & T / Truist for several years and typically maintained a balance of several hundred dollars. In or about XX/XX/XXXX, I discovered that the bank had been charging me a monthly account maintenance fee of {$30.00} for several months beginning in or about XX/XX/XXXX. I contacted the bank to inquiry about the charge, they did not provide any specific information about the fee. I asked for the charges to be refunded, and the representative agreed to credit me back for two months of the charges ( {$60.00} ), but said that needed to physically visit the bank branch to have the remaining two months of charges ( another {$60.00} ) refunded. In or about XX/XX/XXXX, I visited the BB & T branch located at XXXX XXXX XXXX, XXXX XXXX VA to request that the remaining charges be refunded. I met with XXXX XXXX ( XXXX, XXXX ), who informed me that the bank would not refund any additional charges. As a result, I withdrew the remaining balance from my account ( leaving the account with a {$0.00} balance ) and requested that the account be closed. XXXX XXXX stated that she could not close the account at that moment due to some computer / system problem, but that she would speak to the branch manager to close the account. Based on this conversation, my understanding was that the account would be closed with a zero balance and no fees without my needing to take any further action. I subsequently received correspondence dated XX/XX/XXXX from Truist ( attached ) stating that my account has been closed due to an overdrawn balance, including a {$30.00} charge-off fee. They are demanding that I pay {$79.00}, and I have no idea of the basis for that figure. My position is that Truist in fact still owes me {$60.00} from the wrongfully assessed and excessive fees charged to my account during two months in XXXX. I appreciate your assistance in helping me recover the {$60.00} in fees, which I firmly believe falls under the category of a " junk fee '', and ending Truists attempted wongful collection of {$79.00} from me. Please feel free to contact me with any questions or if you require any additional information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
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: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: This is NOT a duplicate complaint! This is a new complaint! DO NOT CLOSE COMPLAINT BEFORESHEFFIELD FINANCIALAND CFPB INVESTIGATION IS COMPLETED!! This attached documentFINANCIALLY SETTLEDwas notarized XX/XX/2022 this week and certifiedmail toSHEFFIELD FINANCIALthe same day! Exhibit XXXX XXXX contract VIN # XXXX, for slingshot Make : XXXX XXXX. Please respond to attacheddocument.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34759
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 making or receiving payments
Consumer Complaint: I was unable to use my debit card in the store as it kept saying my debit card was unavailable. I didnt receive a pin and the person kept telling me my debit card was fine as it was not. I was hung up on and had to call several times and to get help and was not. I couldnt even purchase groceries and had to use my non Truist bank account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: Dispute filed I've emailed and went into the branch several times. No one has helped I have several other items that won't load to the portal
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
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 an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have received a debit card from Truist bank that does not work. When I called, the wait was over XXXX minutes. I left a message on social media ( DM ) that my debit card does not work. I was told someone would reach out to me and they never did. I am also concerned about my direct deposit since customers have reported that their direct deposits have been late. They are being totally unprofessional and unwilling to reach out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Suntrust Bank now Truist, went through their transition this past weekend. Prior to this, they informed their customers in writing that all ATMs would be down and they would refund all fees incurred to use a non Suntrust/BBT ATM. I called this morning and after waiting on hold for 1 hour, I spoke to XXXX and she refused to refund the other financial institutions fee for using their ATM. She had the nerve to tell me to contact them for the refund or file a claim. Like what?? She also refused to connect me to a Supervisor because there are none. Now she has me on a silent hold hoping that I will hang up. I work for a larger FI and I know how this works. That other bank is going to send me right back to Truist and im not wasting anymore time. Refund my {$6.00} 2 and the {$3.00} now! Their policy is unfair and deceptive and im sure a major reason for the long wait times. This bank has been XXXX poor for your years but I only remained because ive had my relationship for 18 years. They need to get with the times.
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: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: At the end of XXXX, my bank, SunTrust/Truist , contacted me out of the blue, offering to refinance my HELOC at around 3 %. My current HELOC is about {$34000.00}. The bank representative suggested bumping it up to {$66000.00}. I was going on vacation the next day so they said they would submit initial paperwork and I could complete it when I got back. When I was contacted by the loan officer for SunTrust/Truist , I was told the interest rate was 8 % and the amount was {$110000.00}! I NEVER authorized someone to request an {$110000.00} HELOC. When I objected to the rate I talked to the branch manager, who said it would actually be around 5 %. So I proceeded. Then the loan officer contacted me and told me my appraisal came in at {$220000.00} - in a neighborhood where houses similar to mine are selling for {$350000.00} to {$400000.00}! They refused the HELOC, saying I didn't have enough equity. I am convinced they compared my house to one down the street that was literally on the verge of being knocked down, which was termite riddled, had no central heat and air, an overgrown yard with junk cars, etc. My neighbor, who is a former SunTrust VP, said they use algorithms for these appraisals, and the programs are made for cookie-cutter subdivisions, not diverse ones like the one we live in - one of the hottest neighborhoods in one of the hottest housing markets ( XXXX ) in the nation. They told me I could appeal the appraisal. I was so disgusted, I am instead in the process of moving my mortgage and HELOC elsewhere. A. They played bait and switch with rates, quoting 3 %, 8 % and 5 % B. They submitted paperwork for a loan amount I never requested - {$110000.00} C. They either used AI or a drive by appraisal to appraise my home, and were completely off base, resulting in me being unable to get the revised HELOC. I complained to the bank about the whole process, and all they said was I could appeal the appraisal. They need to be taken to task for all their bad behavior in recent months. Along with the HELOC nightmare, they have now failed to activate debit cards in a timely fashion. The account history in my checking account is totally screwed up so it is impossible to tell what money has gone in or out. They are clearly in over their head. Their merger should NEVER have been authorized. SunTrust used to be a decent bank before the merger.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33603
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have been banking with SunTrust for several years, SunTrust and BB & T have merged and Since XX/XX/XXXX I have had nothing but problems! Banking app is not showing all transactions, I had to call on the XXXX, XXXX and now will have to call on the XXXX. My husband and I each have a debit card, if he uses his and I use mine, .and transactions are not showing up on the mobile app I can't keep up with the balance. On.the XXXX I was on the phone for XXXX minutes and was hung up on, called back again, on hold for XXXX XXXX minutes to ask why my payment to XXXX XXXX XXXX was not showing..This was a debit and should have showed up immediately, was told by XXXX that they could see the payment on their end but it was not showing that it was paid. Today is XX/XX/2022 and debit is still not showing. Husband brought groceries today at XXXX 's XXXX XX/XX/XXXX used his debit card at around XXXX p.m still not showing up on mobile app, will have to call them again tomorrow XX/XX/XXXX and hold time will not be less than one hour. Branches forTruist are not taking phone calls at all. Left a message with branch in XXXX, Florida on the XXXX no return call today XX/XX/XXXX. I DON'T KNOW IF MY BILLS ARE GETTING PAID SINCE THEY ARE NOT SHOWING UP ON the APP! Certainly can not stay on hold for an hour or longer to be told that they don't know what the problem is. Husband works out of town and I do n't drive to get to a branch!!! These problems with the merger are on the news, XXXX, XXXX and XXXX. Someone has to help the customers!!! I receive Social Security and hearing horror stories from other customers that they did not get their direct deposit because the routing numbers and account numbers were changed. We all received letters stating that routing and account numbers WOULD NOT BE CHANGED. This bank is a complete mess. We live in a rural area of XXXX Florida and there are not really any other banks other than Truist around us. Please help?????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33805
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I called Truist on XXXX 23,2022, XX/XX/ 2022, and XX/XX/ 2022 about my overdraft fees that were not refunded to me and my debit card doesnt work anywhere. None of the representatives were able to help me and several hung up on me. I waited more than 2 hours on hold. This is unacceptable
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38017
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Getting a line of credit
Subissue:
Consumer Complaint: LightStream has discriminated against me, I applied for a personal line of credit of {$100000.00} on XX/XX/2022, and got denied. Emailed the company today XX/XX/2022 after having a hard time finding contact information on their website, and got a email back saying their email was full a few minutes after!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84062
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A