Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received notice that our escrow contribution was going to increase. We have more than the required 2 month minimum in the account, taking into account our XXXX Payment and XXXX Insurance Payment. Amount currently in Escrow {$1700.00} XX/XX/2022 contribution : {$440.00} XX/XX/2022 contribution : {$440.00} XXXX XXXX insurance payment {$1200.00} Amount in Escrow at the end of XXXX : {$1400.00} 2 month required minimum : {$890.00} We are being forced to increase our Escrow balance to {$2700.00}. Is this legal?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
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: Deposits and withdrawals
Consumer Complaint: Upon the SunTrust/BB & T merger , on or around XX/XX/2022, I lost complete access to and visibility of my entire savings account, without notice. On XX/XX/2022, I called Truist to see why I no longer had access to or visibility of my savings account. The Truist representative asked for my account number. I told her I did not have it because I could not see my account. She then asked if I had any card with the account number. I told her that I have never had a card for my savings account. I also told her that I did not even have a debit card for my checking account because SunTrust had previously denied my request for a card renewal as I was unable to visit a SunTrust branch in person due to living in Utah where there are no SunTrust, now Truist, branches. My identity and account number were eventually confirmed. The Truist representative informed me that because I was a minor, I was not permitted access to my account and that is why I had lost both access to and visibility of the account to which I had been making deposits for the past 20 years. I informed the Truist representative that I have not been a minor for over a decade, being XXXX XXXX XXXX. Regardless, the representative told me, you are not permitted access to the savings account due to not being the account custodian. I was aware of this issue previously, but it was never a problem because I had access to my savings and I was able to see and move the money I regularly deposit. As stated, after the merger, I lost complete access to and visibility of my funds without notice. Had Truist provided me notice that I would lose access to and visibility of the entire amount of money in my savings account I would have transferred my savings out of Truist immediately. I do not have the exact amount in my savings account because I have lost visibility of that account. During the phone call on XX/XX/2022, the Truist representative informed me that the custodian of the account, who I know to be my father, has online access. However, in this case the account custodian does not have online banking set up and therefore, does not have online access. The representative then told me that I needed to visit a Truist branch in person to resolve this issue, i.e., the fact that I no longer have access to or visibility of my entire savings account. I informed the representative that I live out of state and travel is not feasible until XX/XX/2022 at the earliest. The representative said nonetheless, you must appear in person ; the custodian of your account could appear without you, but there is no guarantee that this will gain you access to the account. I found this to be manifestly unhelpful. I also note that COVID-19 makes travel difficult as does not having access to the majority of my money. The Truist representative offered no solution other than restating that I needed to visit a Truist branch in person. When I asked if my direct deposits would be affected, the representative said that they would not be affected, just my ability to confirm that any amount is being deposited. Truist has effectively seized my funds without notice ; there is no option for me to view or access my account information. As noted, the account custodian is my father. He does not have online access. And while, luckily, I am not estranged from my father, and I have no reason to fear that he would mismanage, take, use, or lose my funds at this time, this may not always be the case. This is an untenable situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 840XX
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: Funds not handled or disbursed as instructed
Consumer Complaint: I had filed before the case was closed for lack of evidence. Documents had been misplaced. XXXX XX/XX/2020. I called SunTrust in XXXX XXXX. I spoke with XXXX XXXX XXXX XXXX XXXX with SunTrust Bank. I contacted Sun Trust for a case number the bank was not forthcoming. Making several attempts to no avail. I was using the XXXX XXXX XXXX XXXX as a payee from XXXX XXXX XXXX I was doing this voluntarily due to an XXXX XXXX Funds are dispersed to clients with another check, see documents enclosed. I allege XXXX and Sun Trust of actively defrauding vulnerable XXXX persons including Local, State, Federal governments. XXXX XXXX XXXX XXXX XXXX client. I have an account with SunTrust through the XXXX XXXX XXXX but when SunTrust looks it up under my social security number they can't find anything. Finding that all Social Security Administration recipient 's funds reside in one primary account. On more than several occasions request for funds was denied by XXXX.
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: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I Purchased a new vehicle with SunTrust bank in XXXX of XXXX. Apparently Suntrust was incorporated into Truist Bank at some point but I was never notified of a pending change. I selected SunTrust as a lender based on their available services and online interface. I was never notified that my loan would be managed by a new bank or a new website would be required to login to. I strictly bank online, have never been to a branch, yet all my statements and tax/interest information is no longer available at the old website ( Suntrust no longer able to be accessed ) nor at the new website ( Truist ). Truist bank 's only answer is that the " SunTrust statements did not carry over '' and I have no proof of interest paid in Tax Year XXXX for my accounting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Getting a line of credit
Subissue:
Consumer Complaint: The SHEFFIELD FINANCIAL appears to be a charge-off account with a specific balance of {$17000.00}. The information itself is already an error because a charge-off account should have NO balance. Another thing is that the account was reported twice in XXXX, XXXX and XXXX Bureaus. As per FCRA, the XXXX, XXXX and XXXX bureaus and the furnisher are to provide 100 % accuracy and they are required to give responses and supply documents to confirm the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Truist bought my bank, BB & T. Unable to access my account online. Online help unsuccessful, had to call, hold time + 1 he. Finally got human, mentioned I recorded all calls, he refused to talk to me & hung up. I record to avoid confusion & miscommunication. History of head injury & XXXX disorder. My state, North Carolina, is a one party consent state. It is legal here to record calls without the 2nd parties consent. This is a problem not just for today 's issue, but also any future conversations. As an aside, in the past, recorded conversations with other companies has proven to be a major benefit in disputes. I personally consider one party consent laws to be both a consumer protection issue, as well as a much appreciated aid for memory & accuracy, for both XXXX & non XXXX persons.
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: 2022-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I opened a Business line of credit with BB & T back on XX/XX/XXXX for {$40000.00} under XXXX XXXX, XXXX. This is a solely owned XXXX by myself. This was a three year line of credit. At the end of the three years the line matured meaning I no longer had access to the funds. BB & T charged an annual {$100.00} fee starting on the origination date and each anniversary after that. The agreement states that I shall be assessed that fee on my anniversary until my maturity date which was XX/XX/XXXX. My first {$100.00} annual fee was charged XX/XX/XXXX. My 2nd annual fee was charged XX/XX/XXXX. My 3rd annual fee was charged XX/XX/XXXX. The line matured on XX/XX/XXXX which cut off my access to the line of credit funds. BB & T which is now Truist since their merger decided to charge me a 4th annual fee on my maturity date. The line of credit agreement clearly states I will be charged the annual fee until my maturity date. They charged 4 annual maintenance fees on a three year product. I am also a former employee of Truist bank. I left last year on my own to work for another bank. This is some of the reasons I left working for Truist. This is completely unethical. I have spent over 8 hours on the phone trying to get this fixed but nobody wants to take any accountability. I keep getting passed back and forth between the call center and the branches. Truist employees have agreed that I shouldn't be charged 4 annual fees on a 3 year product but they don't make the decisions to reverse the fee I am told. This is an unfair and deceptive practice that should be stopped immediately. After reaching the proper complaint channels I will be reaching out to an attorney that specializes in class action lawsuits. Common sense should tell the bank that you don't charge 4 annual fees on a 3 year product and when the loan agreement states that the fee will cease on the maturity date they shouldn't charge one more fee. Truist is supposed to be built on TRUST they say.. how can I trust them?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Using XXXX at XXXX XXXX Bank, sent my Suntrust credit card a payment. Suntrust showed received XX/XX/2021. Then XXXX XXXX pulled it back. I was not aware until the middle of XXXX. No one emailed, called, or texted. I finally got a note in the mail. By this time Suntrust added a {$20.00} late fee. Contacted both banks and neither knew what happened. Finally, after days, XXXX XXXX said it looked like their system pulled it back because it had been paid with an electronic check assigned the same check number as a paper check I had written previously. I told Suntrust what happened. They said pay {$10.00} and they would reverse the fee. That made no sense to me so I wrote and mailed a check paying off the credit card minus the {$20.00}. Then I paid the {$1.00} interest added. Somewhere in the middle of all this Suntrust reported to the Credit Bureau and my score dropped from XXXX to XXXX. This in spite of the fact everyone agrees NOT MY FAULT! Suntrust justifies this by saying " Well, it's not our fault this happened. '' XXXX XXXX said they would look into it and contact me in a couple days. That was a week ago. I want my credit score restored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28806
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX and XXXX XXXX, I initiated two fund account transfers to be transferred from my suntrust checking account to my XXXX accounts. One for {$1000.00} and one for {$1500.00}. On XX/XX/XXXX, suntrust sent two emails stating that the fund transfers had been stopped. I did not see the email until Thursday, XX/XX/XXXX and made a call to the digital department. The representative said that she could not release the funds because she could not send me a code due to me changing phone numbers and I would have to go the branch. I went to the branch on the XXXX and after assistance with the branch officers, the male representative confirmed with me that I did initiate the transfers and he was releasing them back into my Suntrust account. He said it would be 3 - 5 business days. I have made several calls the following week to the the banking department, customer service and digital department for an update or status. One representative in the digital deparment told me on Thursday the XXXX that they were sent to XXXX and advised her that they did not. I went back to the branch and spoke with the same branch officer and he expedited an escalation but still said it will be 24 to 48 hours, I even went to XXXX on the XXXX to confirm. This is my paycheck and I am incurring late fees with my mortgage because I can not pay it due this problem and some other bills. I need my fun0 days later but now. I am concerned because now my XXXX accounts that were set up for transfers are gone when the system was upgraded to truist along with evidence of my transfers pending. This is my fear that my money is limbo or in someone else account. This is going on two weeks and someone higher in the operations building may have to look into this. The name on my email is XXXX XXXX but my account is XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21224
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 I contacted Suntrust/Truist Bank regarding my Mortgage ending in # XXXX. I asked them to please have the Private Mortgage Insurance that I am paying {$140.00} a month for removed. I advised them that I now have about XXXX XXXX equity in the property that I own and that is my primary residence. The balance on my Mortgage is around {$190000.00} and that the current market value and appraisal amount is approximately {$320000.00}. When I called in toady to get a status of my request. I was told that my request has been denied. My loan did not qualify for XXXX XXXX, due their XXXX XXXX guidelines. Which they state! My loan had been given a modification due to XXXX XXXX, which deemed my loan as being late in payment, because of payment deferrals being given. Even though at the end of the deferral period a lump sum for approximately {$10000.00} was made for all payments that were deferred. I went back on my normal payment schedule and have never missed or been late on a payment. I was told that they still considered those payments as being late. From my understanding a modification is given to extend the payment term on a loan in order for it not to fall behind in payments due. That is exactly what I did, my payments have never been over XXXX days late nor XXXX days late for that matter since the inception of this loan. My credit history on all three credit bureaus is also reporting all payments being made on time and flawless payment history since the inception of this loan. I asked when would I be eligible to have this, what I now consider forced placed XXXX XXXXXXXX removed from this loan? I was told that they could not provide me with an answer for that at this time. I then asked to whom, or what department I can speak to in order to have that answer provided? I was told that, the department that handles this matter does not speak to customers. Your help in getting this matter resolved with having this XXXX XXXXXXXX that is no longer needed removed from my loan. Would be greatly appreciated. I certainly hope that this is just a one off incident, or that this is not a much bigger problem that minority homeowners such as myself are facing, Consumers are not being made unaware of their rights, of having their XXXX XXXX removed from their loan once they are eligible to do so, in a housing market that has seen substantial growth in valuations in the past XXXX years. Leads me to believe that consumers are paying for something they no longer need. The Banks unwillingness to make this process less complicated and convoluted for the normal hard working minority XXXX XXXX whom does not speak the language well enough or for the folks that are lacking formal education in order to understand their consumer rights is very concerning. Your help in this matter would be greatly appreciated. PLEASE SEE XXXX XXXX guidelines for XXXX XXXX below. Best Regards, XXXX A XXXX XXXX XXXX XXXX XXXX GUIDELINES Borrower-Initiated Termination of XXXX based on Original Value of Property Time Period After Closing XXXX How XXXX Value Determined/Verified? Appraisal/ BPO Needed? Single Family Principal Residence or Second Home No minimum time period after closing is required XXXX XXXX XXXX or less. XXXX is calculated based on the lesser of the XXXX value of property or purchased price. ( Must be based on amortization schedule or actual payments ) XXXX XXXX XXXXXXXX XXXX XXXX XXXX or XXXX XXXX XXXX Property XXXX to Day before Year XXXX after Closing XXXX XXXX or less. XXXX is calculated based on the lesser of the XXXX value of property or purchased price. Current XXXX from vendor network or appraisal at borrower 's expense. Yes Borrower-Initiated Termination of XXXX based on Current Value of Property Time Period After Closing XXXX How XXXX Value Determined/Verified? Appraisal/ XXXX Needed? Single Family Principal Residence or Second Home XXXX to Day before Year XXXX after Closing PMI Removal Not Permitted Using Current Value Unless Substantial XXXX Made After Origination Increased the Value of the XXXX XXXX XXXX XXXX XXXX or Second Home XXXX - 5 years after Closing XXXX XXXX or less of current property value if loan origination is between XXXX and XXXX years. Current BPO from vendor network or appraisal at borrower 's expense. Yes Single XXXX XXXX XXXX or Second Home XXXX + years after Closing XXXX XXXX or less of current value of property if loan origination is > XXXX years. Current XXXX from vendor network or appraisal at borrower 's expense. Yes XXXX Family Principal XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX or less based on current property value and XXXX years must have elapsed since origination. Current XXXX from vendor network or appraisal at borrower 's expense. Yes Current Value Seasoning Requirement : Minimum of XXXX years required for all XXXX XXXX loans unless increase in value is due to substantial property improvements made after origination and are reviewed on a case by case basis. Evidence of Value : Satisfy lender requirements of no decline in value since origination and no subordinate liens. Acceptable XXXX XXXX XXXX is current when the termination is requested, meaning mortgage payment for month preceding the date of the request was paid ; has no payment XXXX or more days past due in the last XXXX months ; and has no payment XXXX or more days past due in the last XXXX months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A