Date Received: 2022-02-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/2021 dispute regarding request to remove negative reporting missed payments on a SunTrust business account auto loan, Disputes opened with XXXX, XXXX, and XXXX. The payments were not late but were reported late by SunTrust after a failure on their part to adjust the loan payment structure following covid 19 and account being affected by natural declared disaster. There has been no response from SunTrust or the XXXX credit agencies regarding this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20151
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was approached by Human Resources Specialist, XXXX XXXX XXXX via XXXX on XX/XX/2021 in reference to a graphic designer opening for the company XXXX. I was instructed to communicate with Senior Recruiter, XXXX XXXX. I filled out a virtual screening questionnaire and returned it via email. On the XXXX, I was given the job opportunity for a remote graphic designer. I received an employment offer letter and duties of the position. XXXX XXXX XXXX Manager, XXXX XXXX, sent the letter and addressed on how to continue on : pertaining to procurement of office supplies and how to begin working. The employee letter was signed and returned. Stack stated that as soon as the office supplies are under my possession, training will begin. She instructed me that a certified mobile check will be sent to me to acquire the office supplies. " The Finance Department will contact you via text message to walk you through the next steps in the check payment process '', XXXX emailed. I let her know that I was contacted via text and sent the mobile check and instructed on how to move forward. I was sent the account number and name of the vendor. XXXX emailed me that the supplies will be delivered XX/XX/2021 to my address. I was in text communication with XXXX XXXX from XXXX XXXX. He asked me to confirm who I was and my address. I was instructed to get a cashier 's check for their account. I was also contacted by XXXX XXXX, account department for XXXX. He communicated with me through the vendors interaction. I deposited the mobile check into my account, waited a few days to ensure the check cleared into my bank... which it did. I moved forward and made the cashier 's check to the vendor, XXXX XXXX at XXXX Bank. On XX/XX/2021, XXXX, I received a notification from my bank, Suntrust now Truist, that it bounced and I was negative {$4900.00} plus return fees. I immediately spoke to my bank and they told me that there is nothing they can do and that it is my responsibility. I had no idea about these types of scams or that people could do this. They said they are not liable even though they let the check clear and didn't send me notification until weeks later after the damage had been done. I filed a police report and attempted to contact XXXX but of course no answer. The people I spoke with have refused to rectify the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92054
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/2022, my checking account was charged a total of {$140.00} over-draft fees ; Beginning balance on this date was Beginning Remaining Balance Balance {$160.00} $ ( XXXX ) {$99.00} $ ( XXXX ) {$79.00} $ ( XXXX ) {$52.00} $ ( XXXX ) {$2.00} $ ( XXXX ) $ ( XXXX ) I agree my account was over-drawn when the {$60.00} posted, but Truist Bank charged my 4 times. This is " unfair practice '' and Truist Bank should be held liable for the fees and damages. In addition, I was on hold almost a hour, unacceptable customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32751
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sighed all closing documents for a cash out refi on Monday XX/XX/2022. One of the documents asked where to send cash out check, and I requested to be mailed to home. Document states it will be overnighted via USPS. I waited until Monday XX/XX/2022 to reach out because I have not received check. My call was returned on XX/XX/2022 with an apology, but no explanation as to the hood up. I was told that the check was mailed on Tuesday XX/XX/2022, however it was not in the mail on XX/XX/2022. I can not get an answer from lender as to what complication is causing a hold up, or when and how it will be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Truist Bank ( formerly SunTrust Bank ). The bank 's recent merger means my online account now logs into the Truist website. But especially back in XX/XX/XXXX, the new website was not as intuitive or functional as the former SunTrust website. The new website was ( and still not ) as clear as the old website in informing that a payment was scheduled and what the amount was stipulated. This means when I logged into my SunTrust account back in XXXX only to find it have " updated '' to the new website and the new " shiny '' but unintuitive design of the website. But nevertheless, I follow the " Make a payment '' button, selected XXXX to schedule my " Monthly payment '' and " Additional principal '', and scheduled my payment for XX/XX/XXXX. The scheduling for XX/XX/XXXX is ahead of the XX/XX/XXXX due date ( and XX/XX/XXXX grace period date ). However, the system apparently only scheduled the " Additional Principal '' and nothing else. Thus, XX/XX/XXXX only accepted a {$100.00} payment while the " Monthly payment '' of {$500.00} was not processed. When I scheduled the payment, there is no UI that tells you amount that was scheduled. Even now ( as of XX/XX/XXXX ), if you schedule a payment ahead of the Due Date, the XXXX informing scheduling and amount of the " Payment '' is not visible in the " Make payment '' section, nor the " Activity '' log of the Account view, nor even the " Home '' tab of the website. You have to go the Quick Link under the Home tab > Click " Transfer money '' > and then click " Manage transfers ''. Only that area show " scheduled '' mortgage payments ( unintuitively as " transfers '' ). It is notable even now, I only see the completed " transfers '' of only the " XX/XX/XXXX Payment '' for the Mortgage Payment Due XX/XX/XXXX and the " XX/XX/XXXX Payment '' for the Mortgage Payment Due the XX/XX/XXXX. This is likely evidence that the system to view scheduled payments even through this hidden way was not yet working in XXXX. Thus, when I attempted the schedule the payment, I was left unaware of any issue. Since I operated under the belief that I paid correctly, I did not check the website during XXXX but checked XX/XX/XXXX to pay within the grace period of the XXXX payment. But this point of time, this mean I was already " delinquent '', locked from online payment where I must call-in to pay, and was report to Credit Agencies XXXX I paid all overdue and due debts on XX/XX/XXXX via the phone. But the missed payment was still caused by a lack of feedback ( and possible glitch ) in the new Truist bank system. I opened a case with Truist bank to reverse the report to the credit agencies but was denied XXXX. The latest denial is informed to me via letter dated XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02145
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My issue involves overdraft fees being charged, even after Ive opted OUT of over-draft protection and the bank processing payments in such a way that maximizes their ability to charge over draft fees. The bank in question is Truist bank. I do have documents showing these occurrences if they are needed. Per the regulation passed in 2010 ; banks can not charge over draft fees unless a client opts in or if they have opted in then decides to opt out. Unless its considered a recurring transaction. Truist is charging over draft fees not only on recurring transactions, but also basic 5-10 dollar transactions for people that have not requested over draft protection and they do it in such a way that maximizes the fees they are able to charge. For example : Lets say I have {$35.00} left in my bank account and I buy 4 items. The item prices are {$35.00}, {$5.00}, {$5.00}, and {$5.00}. Instead of the bank processing the three {$5.00} charges and then the {$35.00} charge, which would result in one overdraft fee for the {$35.00} charge, they will purposely process the {$35.00} charge first and then the three {$5.00} charges, so theyre able to charge three overdraft fees totaling {$96.00} instead of just one for {$32.00}, even though I bought the three {$5.00} items first. I tested this theory on 4 different occasions and they processed the lesser charges last every time, as to maximize their over draft charges. These practices are not only unethical theyre unlawful. Feel free to contact me if you need the proof. Something needs to be done about this. I am submitting this request in behalf of about 55 other people who are having the same issues with the same bank, with no telling how many more. Truist is using whatever methods they can to get around the regulations passed in 2010 regarding over draft fees.Again I do have evidence of all this, but I am going to wait to submit until someone contacts me and requests them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: An account with Suntrust Bank opened in my name. Havent even banked with any bank but XXXX XXXX and XXXX XXXX XXXX! Address that was used was my grandmothers address and I know its not mines because my grandmother passed away years before the closure date, the home was sold to someone else back in XXXX. I havent lived at XXXX XXXX XXXX XXXX Va. XXXX since the age of XXXX and I am XXXX years old today. The closure of the account status date was XX/XX/XXXX. Charge off amount is {$590.00}. I would like this information removed because I didnt open account of added or remove funds, I am not responsible for this amount at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23238
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On XX/XX/XXXX, I filed a dispute for the inaccuracy of this account and submitted it to XXXX and the company itself, but no one has responded. On XX/XX/XXXX, I filed a Validation of Debt to XXXX but still no response coming from them and refused to remove the inaccuracy from my credit report. The account was last updated in the sum of {$8800.00} on XX/XX/XXXX, which is incorrect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Problem when making payments
Subissue:
Consumer Complaint: I did some research on why this company has never offered billing statement sent in the mail and they have told me they dont do mailings in the post office because they are a paperless company. This is what I have sent them and they still denied that they will send me a billing statement in the mail. I was reading one of your rules online about the Consumer Financial Protection Bureau ( CFPB ) issued a rule that a mortgage creditor or servicer ( the company you make your payments to ) must send periodic billing statements to the borrower. This is called the periodic statement rule, and it went into effect XX/XX/XXXX, XXXX they are rule breakers and have denied my request to send me a statements in the mail. If they are a lender then they must honor the rules to be a lender.. XXXX XXXX XXXX XXXX XXXX XXXX XXXX A XXXX XXXX, LA XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BB & T Mortgage holds the mortgage on our investment property. We have repeatedly received incorrect annual escrow account disclosure statements over the past several months. Each time I have called BB & T to point out the incorrect insurance amounts. I've been on hold for hours, to be transferred to their insurance department, who confirms the anticipated escrow disbursements are incorrect and overstated by several thousand dollars. The insurance department transfers me back to the mortgage customer service line, stays on the line with me and confirms the amounts are incorrect and a new escrow calculation is ordered. But each time I receive the new/updated escrow disclosure statement it is still incorrect. On XX/XX/2022 BB & T charged us the new payment which is at least {$200.00} more than it should be because of the overstated anticipated insurance payments. My insurance payments, confirmed by both my insurance agent and the BB & T insurance department are as follows : {$2100.00} Hazard/Fire, {$820.00} flood front, {$710.00} flood rear/garage, {$1500.00} windstorm. The most recent escrow statement dated XX/XX/2022 lists the following : Hazard {$1000.00}, Flood {$820.00}, Insurance {$1500.00}, Insurance {$2200.00}, Insurance {$1000.00}. The flood insurance for {$710.00} is missing on this statement ( and has never appeared on any previous escrow statements ) and instead two " insurance '' policies are listed at {$1000.00}. I am being grossly overcharged and BB & T is unable to fix this problem despite the fact I have called in XXXX and twice in XXXX to fix the incorrect statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78747
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A