Date Received: 2022-02-24
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XXXX XXXX, someone wrote a fraudulent check on my Sun Trust checking account for {$10000.00}. The persons name on the check was XXXX XXXX. I did not authorize this check or know it was written until about XXXX XXXX when I received a letter from Sun Trust showing my overdraft protection had been used to help pay this check. The person stealing the check deposited it in XXXX XXXX in XXXX, Virginia. I filed a complaint with Sun Trust, at the end of XXXX but have not received my money back. I am XXXX XXXX XXXX. There is a fraud case number. XXXX XXXX and I spoke with XXXX XXXX XXXX about 2 weeks ago. Nothing has happened. His number is XXXX, ext XXXX. My Sun Trust, now Truist branch is on XXXX XXXX in XXXX, XXXX and the number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Forged Check in the amount of {$8400.00} was drawn on my business BB & T ( now Truist ) account on XX/XX/2022. I knew it was fraud immediately because we have not done business with that vendor in many months. In addition, the amount of the check was approximately eight times the normal transaction amount. I submitted an " AFFIDAVIT OF FRAUD '' on XX/XX/2022. I have a Claim Number from BB & T ( now Truist ) and have called several times for updates and there has been no progress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2022 I purchased a 2022 XXXX XXXX XXXX from XXXX XXXX XXXX in XXXX, Va. At the time of my purchase I already had financing to purchase and without my consent the Sales Manager requested financing, resulting in a hard pull to my XXXX score, with seven institutions that I did not authorize to do so. This was after the conversation between myself and the sales person advising of the financing I already obtained for the purchase of the car. Regrettably, it wasnt until the next morning that I was made aware by XXXX and the other credit reporting systems I use of the inquiries made by XXXX XXXX, XXXX, XXXX, BB & T XXXX XXXX, XXXX Bank, XXXX XXXX and XXXX XXXX XXXX XXXX making hard pulls to my credit the previous day. I followed up with XXXX XXXX and they provided me with a letter stating that the inquiries we not accurate and should be removed from my report due to their error. I submitted a request to XXXX through the online website to dispute and less than 24 hours they stated it was accurate and would leave them on my credit report for 2 years. No proper investigation was done nor was I asked or able to provide the documentation to support my request to have those inquiries removed. Today, XX/XX/2022 I called into XXXX to resolve the issue and instead of being assisted I was transferred back to the automated message at the start of the call. Prior to me being transferred back, the representative advised Id speak to a supervisor and that XXXX of the companies had retracted their pull. However their report states otherwise. I requested documentation to show proof of those inquiries being deleted and the representative refused to comply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23222
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/22, I received an email from Truist that my account had been locked due to too many login attempts, and I needed to call them. I called them at XXXX est and was on hold for 79 minutes. The Truist rep picked up the phone and then hung up on me. I then called back and was on hold for 47 minutes, and someone picked up and then hung up again. I tried the automated helpline and was supposed to get a text to reset my password. I never received the text. I called the local branch, and nobody answered. I called another branch for help, and he acknowledged this was happening to many people, and there was nothing that a branch could do to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30097
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was a Suntrust customer for years. They have now merged with BB & T to become Truist. Direct deposit are not being posted to the account when they are supposed to be. They will not answer the phone - hold time is hours and hours long. When you do get through they say they do not know what is going on or why this is happening. I have proof that the direct deposit was sent to them and I verified my routing and checking account number is correct. Over {$3000.00} is just missing!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17325
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: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Truist Bank completed its company merger the weekend of XX/XX/2022. On XX/XX/2022, I received an email stating that I had been charged a {$36.00} overdraft fee, even though throughout the week I never had received an alert that my account balance was low or negative. I have a setting on my account to text and email me when my account balance is low. The email alert did not inform me of which transaction triggered the overdraft charge. I called customer service on XX/XX/2022 around XXXX am and was on hold for a representative for over an hour. When I spoke with a representative, he went through my transactions and informed me that the overdraft was caused when I transferred money from one Truist checking account to another Truist checking account the day on XX/XX/XXXX. Even though funds were available at the time of transfer, they stated that other pending charges posted before they processed the internal funds transfer and which therefore caused the overdraft. Truist refunded the overdraft fee but stated that I would not be entitled to another overdraft forgiveness for another 24 months. The customer service representative told me that if I call back within 24 months I could ask for an escalation and he would notate the situation to have an additional forgiveness considered. I asked to confirm this with a supervisor and notated on my account but when I did speak with the supervisor she told me that the representative did not provide me with accurate information and the bank would not provide me any additional grace in the future. It is still unclear to me why I was charged an overdraft when funds were available in my account during the internal funds transfer. I feel like I am being penalized for the messy merger that took place and not having accurate account information available during this timeframe and then losing my benefits due to situations beyond my control. I acted in good faith to ensure my accounts have enough funds based on the information provided by the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2022 I spent around three ( 3 ) hours on the phone trying to gain access to my accounts. The first two calls ( to XXXX ) resulted in being on hold after long holds ( 47 and 32 minutes ) only to have the calls become disconnected without speaking to anyone. There is no option to leave a call back request in light of the unreasonably long hold times. My third call resulted in me finally reaching an individual named XXXX ( employee ID # XXXX ) who said he actually works for an overseas third-party vendor and not Truist. We spent a long time on the phone trying to gain access to my account including having two ( 2 ) separate temporary passwords, neither of which worked. After the 2nd temporary password failed to work, it became apparent that XXXX did not know how to resolve the situation and he stopped talking or responding on the phone. Thinking I was maybe placed on hold without being told I was being placed on hold, I stayed on the line for another 12 minutes. I keep asking XXXX if he could hear me but there was no response. Since I had given this person my phone number on two occasions so he could text me the temporary passwords, I assumed I would receive a call back from Truist overseas third-party vendorI did not. This call lasted 1 hour and 43 minutes. On XX/XX/2022 @ XXXX XXXX I called and spoke with the manager at my closest Truist location ( XXXX XXXX XXXX, XXXX Georgia XXXX ) on the issue. He told me he could not help me and I needed to call the same corporate customer service phone number which was already unsuccessful. This is contradictory to the emails being sent by the Truist organization which read exactly : For additional assistance, please call us at XXXX or visit any Truist branch. I then searched the Truist website for any kind of customer service, support or management email address or live chat and was only able to find an email address for a local Truist employee named XXXX XXXX who has the job title of XXXX XXXX. On XX/XX/2022 I sent an email to Ms. XXXX ( XXXX ) outlining my exhaustive efforts and pleading for assistance in the form of a simple phone call from any Truist employee. My email also advised that in the event the issues are not resolved by XXXX XXXX on XX/XX/2022, a formal complaint will be filed with the Consumer Financial Protection Bureau. I did not receive any response from Truist in neither written or verbal form. This problem relates to the multiple accounts I have with Truist. I currently can not access my accounts, use mobile deposit, or bill pay. This includes my business account which is causing a business interruption within our organization. This interruption has resulted in lost time in addition to ceasing financial activity which is translating into a negative financial impact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Truist Bank offered {$500.00} with some conditions for anyone who opened a qualifying checking account. A week after my account ( as well as many others ) had opened their account, we all received an email stating that we did not meet the criteria for the bonus and that we would not be eligible to receive it. The web portal they directed to stated the reason for why I did not qualify was because " the checking account was closed before qualifications were met. '' I did not initiate the account closing, nor did any of the others. Truist on its own decided to close everyone 's accounts during the promo period effectively breaking its own terms & conditions of the offer. I as well as many others had to fund the account with at least {$50.00}, some have funded much more than that, not to mention the time and effort that everyone had already spent. Wait times to speak to a representative are over 60 minutes and many people are saying they've been waiting for 2.5 hours or more. They are also deleting tweets regarding the matter on their XXXX account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with a promo code. The " Truist Offers '' site displays the following information regarding my enrollment in the promotion : Promo Code : XXXX Enrollment Date : XX/XX/XXXX Account Enrolled ( last 4 ) : **** [ I am redacting the account number ] So, I was successfully enrolled in the promotion. However, today ( XX/XX/XXXX ) I received an email from Truist saying : " we noticed that you did not meet all qualification requirements of the offer, therefore, the reward will not be processed. '' And when I log in to my Truist Offers account, it says : " The participating checking account was closed before qualifications were met. '' But the account has not been closed. I am logged in to the account right now through Truist 's website, and the account is very much still open.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: On XX/XX/XXXX our principle balance with Suntrust Bank for account ending in XXXX was {$31000.00}. On XX/XX/XXXX we attempted to call to get a payoff on the loan. We called and Suntrust had a message stating that their system was down due to the planned merger with Truist. We called Truist and got the same message. The Finance Manager at XXXX XXXX in XXXX, MD was also unable to get a payoff because the entire system was down. On XX/XX/XXXX a payment of {$340.00} was applied to the account. Today, we logged in through Suntrust which took us to the new account with Truist with account ending in XXXX. The balance was {$31000.00}. That was nearly {$400.00} increase in 7 days, AFTER a {$340.00} payment. With our low interest rate, that is simply not possible. We called Truist on XX/XX/XXXX to find the cause. We are unable to look at any statements which were paperless. Truist has deleted all of our previous statements. We have a screenshot from XX/XX/XXXX, but otherwise no way of accessing our data. Truist was unable to account for the {$380.00} increase to our balance that occurred during their systems transfer from Suntrust to Truist. Attached are screenshots from Suntrust ( note account number ) and Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21144
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A