Date Received: 2022-02-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I am unable to reach Suntrust/Truist customer service to talk about my auto loan which I tried to defer payment for. I followed their instructions and faxed over the deferment document, but they failed to do what they said they would do. When I tried to call them on multiple occasions I got recordings from them stating wait times to speak with a rep are over 60+ minutes. The one time I was able to wait on hold for over an hour, they disconnected my call as soon as they picked up my call. I am getting no where and need help. These wait times are UNACCEPTABLE. Banks shouldn't be allowed to do customers this way. I didn't chose them for my auto loan, the car dealership did. I feel stuck and getting no help is causing a lot of grief. I took a look at what others are saying on social media, and I am not the only one who is hitting the same brick walls. If a bank can't handle their customer service lines and leave no way to get a call back, they shouldn't be in business. This is wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 678XX
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: SunTrust is consolidating to Truist. In the process they have cut off my online access to my account, they have canceled my debit card without giving me access to a new account, I can not update my username or password and they have a 60-minute wait for customer service. This merger has been in the works for a year yet the rollout is a joke. Who is overseeing this process and is responsible for ensuring that customers have access to their money?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31707
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: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022, an unauthorized transaction in the amount of {$1000.00} was deducted from my Suntrust ( Truist ) checking account. The funds that were taken from my bank account was transferred to another XXXX XXXX crypto currency account. I have an account with XXXX XXXX ; however, I did not authorize this transaction on XX/XX/XXXX XXXX. I have a XXXX XXXX account, and I called ( XXXX ) on XX/XX/2022 to investigate this matter and they confirmed that a {$1000.00} was stolen from my bank account and applied to another account and that they did not know where the money had been applied. On XX/XX/2022, I went to Suntrust bank, and they also confirmed that the funds had been taken from my account and I completed a form that stated that I did not authorize this transaction. I faxed the form to corporate offices the next week and they stated they would respond in XXXX to XXXX days. I got a response the next week and they denied the claim and the reason was now error occurred. I contested this decision from Suntrust ( Truist ) Bank and I have submitted a rebuttal in which is currently pending.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I had a boat loan with BB & T - now Truist. Contact with the lender is impossible - wait times predicted 30-40 mins, and when you do contact them they can not produce pay off quotes or get any communication to you within 2-3 days. Trying their social media account is also useless as they suggest they will get back to you within a business day via an automated chat bot.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
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: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Between XX/XX/22 & XX/XX/22 there have been 6 @ {$36.00} NSF fee charges against my checking account. Bank has paid payees. I have never requested credit or overdraft protection from the bank. In fact they did this same thing last XXXX where they paid numerous debits to the account without my request for credit or overdraft protection. Every extension of credit earns the bank {$36.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 41042
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: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Under the fair debt collection practices act pursuant to 15 u.s.c. 1692b the laws were established and written to protect the consumer where debt collectors must abide by the laws accordingly. Truist Bank has attempted to collect a debt illegally. The fair debt collection practices act says any person, company or alleged creditor who attempts to collect a debt is a debt collector! Ignorance of the law is no excuse. 15 USC 1692b ( 2 ) shall not state that such consumer owes any debt ; ( 3 ) shall not communicate with any such person more than once unless requested to do so by such person. ( 5 ) shall not use any language or symbol on any envelopes or in the contents of any communication. XXXX 's are illegal and a violation of a consumer 's right to privacy. Post cards are illegal as well and the amount on the post card shows a positive balance and not a negative which means only a debt can be shown as a negative balance. Each violation {$1000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21229
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: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Truist takeover over BB & T is a disaster. Truist " claimed '' access would be restored Monday XX/XX/22. That was just one of many lies. Monday ( XX/XX/22 ) they verbally promised emails to reset my password by sending me a reset email. The emails nevet came, nor are they in my " junk '' file. THEIR excuse was for their inability to restore access " you must have an old phone! The problem is Truist. NOT my phone, An offer of a text was never given. Today ( XX/XX/22 ) Truist 's system bot said it would send a text message with a reset link. No text. Another full system check on my phone, Again, nothing is wrong. They are lying to custimers, treating them like XXXXs, and blaming others for their own negligence, I am XXXX, on Social Security, have to isolate, Truist has all my money, but I can not pay my bills! Thankfully, Social Services paid my electric bill. Truist has already refused to talk to me ( & hung up on a call ) because of my XXXX & need to record conversations for clarity. ( Legal in my state, guess Truist is " special '' ) Complaint for that was filed Monday, XX/XX/22. Please help. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: In XXXX I received notification that two accounts were opened in my name and using my social security number at BB & T. I contacted the bank and informed them of the issue... one account had been opened in TN and one in TX with my name and address associated with it. I contacted BB & T fraud department and was assured that they would close the accounts. I also contacted the XXXX XXXX Police Department and filed an identity theft report Report NumbeXXXX XXXX. I froze my credit. Today I received a bank statement from Truist for account " Truist XXXX Checking XXXX '' which shows a balance of {$110.00} with monthly maintenance fee of {$12.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we were charged {$250.00} from our mortgage company claiming we did not have home insurance. However, we did have home insurance. When our mortgage was sold to them in XXXX they claimed we didn't have insurance coverage. I sent a hard copy of a letter and evidence of insurance coverage on XX/XX/XXXX to prevent being charged the {$250.00}. They charged us anyways and claimed they never received anything. I sent a copy through the email they provided on XX/XX/XXXX I had our insurance agent send a copy through the email they provided XX/XX/XXXX I emailed again on XXXX On XX/XX/XXXX I had our insurance agent fax a copy over on the number they requested. I have also called several times. The last time I called the representative told me they did receive evidence of insurance and they would send it in for processing and I would receive a refund in 10 days. Of course that never happened. I just tried to call again today to inquire and their number isn't working. I have been trying to fix this for 6 months and this company just straight up charged us for no reason and is unable to fix the situation even though the required evidence of insurance has been provided to them numerous times in numerous methods ( online, email, fax, and mail ). I don't know what else I can possibly do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have been unable to access our online business banking account with Truist since XX/XX/22. Today is Tuesday XX/XX/22. I was told, after waiting over an hour on hold, that it would take 3-5 business days possibly longer due to the recent merger, to resolve the issue. I need to be able to access these accounts in order to run our business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A