Date Received: 2022-02-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I applied for a vehicle loan in XX/XX/XXXX through XXXX XXXX XXXX XXXX for a vehicle. Truist was the financial institution that was chosen for the loan. In the beginning of XX/XX/XXXX I received a 'bill ' in the mail letting me know my first payment was due. I logged on to their website and paid the amount by/before the due date. While there I decided to sign up for paperless billing. I also looked around to see if I could setup an auto pay. I was not able to find autopay but I figured electronic billing ( email ) would be enough of a reminder, FOR NOW, to make sure I kept up with the payments. Today, XX/XX/XXXX, I realized that i hadn't received a paper bill yet for said auto loan. I went to my XXXX account and searched for any email from Truist ... I did not have one letting me know I had an upcoming payment due or any electronic statements. I logged into the website and saw that I had an upcoming payment due on XX/XX/XXXX. Needless to say I was not happy. I called customer support and spent ~1hr with them as they tried to help me setup alerts/ notifications/ etc. After wasting an hour of my time I was informed that 'this type of loan ' was not yet able to send alerts or notifications about upcoming bills. While I was very unhappy/ confused to hear this... I asked about setting up an auto payment. Again I was told that this type of account did not currently have access to these features. I asked to speak to a manager ... after another 5 minutes I was told that one was not available. So to recap. I DID NOT receive an electronic statement ( nor did I receive a physical one ). I CAN NOT setup alerts about upcoming due dates. I CAN NOT setup automatic payments. I was not able to speak to a manager about my concerns/frustrations. I find it abhoredly unacceptable that Truist is essentially not providing me any real consumer tools to be informed and manage my payment to them on time. It seems as if they are hoping I will drop the ball so I can pay a fee ( and take a hit to my credit score ). And I am even more frustrated because this is an auto loan and I don't know how to transfer institutions ( like I could with my checking/savings/investments/mortgage/etc ) ..so I feel stuck.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 26508
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: SunTrust has been actively preventing me from from closing using predatory and abusive behaviour. By preventing me from closing the account by phone SunTrust is also discriminating against me ( ADA act ) as I am currently mobility impaired and can not currently get to a branch. I have made over 8 ( yes eighXXXX ) calls and have waited on the phone 30-50 minutes until the line gets disconnected. I can provide phone records. Please let me close the account!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2022-02-14
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: My two mortgages were sold to Sun Trust in XX/XX/2021, I was not aware of this re-sale of my mortgage until XX/XX/2021, so I made payments right away after I realized my mortgages was sold to the new lender, Suntrust. I filed a dispute through Suntrust a few weeks ago, my dispute was denied and when I called the dispute center and Suntrust told me they called me and left a message for the sales of my mortgages. But I checked my phone logs and voice messages and it turned out I have never received a call or any voice message from Sun Trust. So I filed a complain about Suntrust and questioned if Suntrust made its best due-diligence to inform me that my loans have been transferred and I had a few missing payments. today I received the response from Sun trust. I will attach the letter here. I have a question about the Sun trust 's response. The company knew that my two loans were newly transferred to them and I have never made any payment since the transferring. The apparent reason is that the borrower might not have received the notification and not aware of the changes. Should Sun Trust make sure to let me know or make sure that I am aware of the transferring? On the letter they said they have made a few attempts to call me but unsuccessfully in reaching me. This is ridiculous! First they told me my late payments wont be reported on my report, and then told me Sun Trust called me and left a voice message to inform my missing payments, and now they told me They have made a few attempts to call me but unsuccessfully in reaching me. I have my mobile phone call logs from XX/XX/2021 to XX/XX/2021 attached here. No one from sun trust even called me for any reason. If sun trust called me please show me which number you attempted to call and when you made the calls. Please provide your proof that you have made the attempts to call me and leave me the voice message..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed a fraud claim for XXXX XXXX on XX/XX/XXXX after going back and forth between branches and customer service representatives giving me different erroneous information on the process to get the money back. In XXXX XXXX I was credited the money for XXXX XXXX and was told that the other one was pending review and to check in 7-10 days. On XX/XX/XXXX, that the fraud claim was denied because of the timeframe on when it was filed but the other claim was approved and if it was late according to them, it was for their own erroneous information. I spoked with supervisors without any resolution and opened a complaint with the XXXX complaint # XXXX on XX/XX/XXXX ; XXXX. All they did was sent XXXX messages stating that it will take 15 calendar days for a resolution and nothing else. On XX/XX/XXXX I received a letter from the bank stating that my checking account will be close by XX/XX/XXXX because the bank can close an account at their discretion. I read numerous social media reviews and Truist has done the same thing to many clients like myself ; they denied fraud claims and the customer have to take the lost. My fraud claim was for {$3700.00}. Thats a lot of money for me and it's unfair and illegal that Truist will denied something that XXXX says there is zero fraud liability.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33544
Submitted Via: Web
Date Sent: 2022-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-13
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Subtrust bank does not want to for my bank fees that were caused by them, They allowed XXXX XXXX to take out they're monthly fees but not annual fees which in turn caused XXXX XXXX to charge me a late fee. When I tried to resolve the issue that they caused, they told me to call XXXX XXXX. I told them XXXX XXXX had nothing to do with this and they refused to pay the fees that they caused.
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: 2022-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Sat/ Sun-XXXX- Discovered a {$5000.00} check via Truist Bank Call24 system, dated XX/XX/XXXX. Spoke to Cutomer Svc, asked to reverse transaction. Told can not reverse it after 24 hours. Monday-XXXX- Called bank to confirm amount can not be reversed. Told to come in and file dispute form. Tues- XXXX- Called Local, State, Federal law enforcement agencies, and other Regulatory agencies. Emailed. Researched laws and regulatory statutes. Called bank that cashed altered check. Some agencies helpful many not. Called XXXX- Report taken and email address given to send pertinent info. I was told by local XXXX Va police dept call center that crimes involving " paper checks '' will not be taken, only cash robberies and credit cards reports can be taken. Not paper cash or checks counterfeited or stolen, unless from ones person. Wed- XX/XX/XXXX - Went to XXXX XXXX to file form and to ask about process. Filled out Affidavit of Fraud form. Told I would likely be credited back all funds based on her ( XXXX XXXX ) experience. But that I must call only the Credit Fraud Dept. for updates. Advised to close that account, open new one. Put Hold on compromised Checking Acct. Opened new Checking acct, funded with transfer out of old one. Asked about likelyhood of getting funds back, told very likely. Asked about time for return of funds, told possibly up to 90 days but unknown definite time. Asked why I can not be credited immedeately now that I've shown proof of fraud. Told we have to follow our proceedures. Called XXXX, XXXX and other agencies. Told I will be helped only IF, Depository bank will not help me. Thus, I Must wait until one bank or the other tells me case closed or I have not been contacted Apprx XXXX Called Fraud Claims- Told I must wait minimum-90 Days from when they received Written Claim which was XX/XX/XXXX, told them this seems like this is a cut n dry case and why cant my funds be returned now? Told thisquestion is not their department Apprx XXXX Called Fraud Claims again- Told by XXXX that IF, there is NSF in the Account debiting, then there is no money to be returned and that my claim will be Denied!!! Told that I, have the responsibility for my checks, no matter how sent, and that the bank is not responsible for these funds if the debiting bank account is closed, or doesnt have the amount to return... Told him that is unacceptable, because I showed all resonable care in placing original check in Mailslot of local Office. NOT Postal Mailbox on street. And the fact that the Depository Bank likely the account has little funds or is even open still, after all this time. He said we ( Truist ) are not responsible for fraudulenty presented checks, and that I am free to obtain an attorney to get any information on their invesitgation, their internal proceedures, or the data gathered during process as i will never be given that exact information via the Fraud Dept. I asked him what is my next step then to get my money back, he said he can not answer. Apprx XXXX Called XXXX XXXX XXXX as per info from XXXX to inform them of stolen / altered check and to cooperate with them on any investigation as the theft may have occured from their end. Apprx XXXXXXXX went into local branch, told by XXXX that I have done all the steps necessary and must wait for investigation to be completed. Told me that she is not sure, but if I was told that there is no funds in the account debiting mine then the account could be denied, then that is true. I asked her what is next step for me to take in order to get the stolen funds back into my account, also seeing as my debited account is also now closed... She said I can file a complaint! I asked, a complaint with whom??? She said our complaint department handles all complaints. I said how will that help me get my funds returned? She said she didn't know. XXXX Went to XXXX branch. XXXX was walking out as I was waiting to speak to her. Said she's never heard of " Provisional Credit '' Acct. type= Bank Can not open any acct if not Funded or Line of Credit... Asked could any other branch mangr help me, she said yes. Went to XXXX XXXX XXXX said she's never heard of Provisional Account. ( been banking 30+years ) She said she can call # and ask for Manager of Investigation as to " Status '' for me- Told her Im not here today to get any 'updates or status reports ' on claim. As w/ prior call I was simply told that " If there is no money, insufficient funds, or debting acct is closed my claim will be Denied '' Thus since my claim has HIGH likelyhood of Denial with only that Flimsy of conditions so then no point in getting status. My desire is for a line of credit until my acct is restored. No charge. Or restore all monies now via an " XXXX '' type of acct to show Truist 's " good faith '' and Good Will towards me. She said she'd never heard of " Provisional Account '' but had heard of provisional credit. Which she said is Not and Acct... I asked her how it can not be an account, and I proceeded to put my phone on the desk. ( I am routinely recorded every call to banks and possibly in that office ) She said she did not feel comfortable being recorded and that If I should continue that she will not speak to me. I told her I must as I need a record as to what kind of service I'm getting or not getting and what the bank is telling me. She left the room w/o telling me would I get any help or not.!!! Wrote down the notes here, and looked out office to see her on the phone at teller counter. She came in and put desk phone closer to shield and said here speak to the supervisor of your investigation. XXXX XXXX said that my investigation had NOT been started as of today, because of short staffing. I told her 60 days is plenty of time to have my funds returned to me, not just an investigation. And that I would rather have my funds returned to me Immediately, and then Truist can proceed to investigate and exercise their rights of reciprocity/ subrogation etc. Seeing as how I was told that IF, again, the crediting account doesn't have the amount of funds in to return, or is frozen, or doesn't exist, then my claim will be Denied. She told me she could not credit acct immedieately, however she'd be happy to put my case on " fastrack '' and that someone will call me w/in 24-48 hrs to give me status. XX/XX/XXXX XXXXNo One, from Truist XXXX my bank of over 40 years, has contacted me in any way to date. I have been forced to use my time, expenses, energy, and anxiety filled days filing complaints, inquiries and research. Seems there are several laws they are violating now. The XXXX Police Dept has appologised for my being told that their dept does not take reports of such crimes, and I have now filed a report with them. I am desparate for help in getting all these stolen funds returned. This amount is nothing to a large Mega-Corporation but represents almost Two Months of hard-earned take home pay for me! This should not have gone on over 10 days in my opinion, as EFTA would seem to indicate. Not to mention I am supposedly a " valued '' customer of over 40 Years! XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2022-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I wrote a check to my daughter, XXXX XXXX, on XXXX XXXX for {$800.00}. I put it in an envelope and mailed it to her in XXXX XXXX, CO. The check was stolen out of the mail ( never arrived at her house ) and altered. The amount was changed to {$8000.00} instead of {$800.00} and the recipient was changed from XXXX XXXX to XXXX XXXX who is unknown to me. The check was cashed or deposited ( not sure which ) at XXXX XXXX XXXXXXXX. It came to my account on XX/XX/21 and {$8000.00} was withdrawn from my bank account. I informed the bank ( SunTrust or Truist after a merger ) of this fraudulent transaction on XX/XX/21 and a customer service representative took the information and gave me a fraud number XXXX. I have called customer service at the bank 2 x per week which included hold times of 30 min. to 1 hour. The customer service rep. checks on the progress but really has not addressed any progress of significance. I have also spoken with the manager for the branch I use ( XXXX XXXX XXXX in XXXX, GA ), She contacted the fraud branch and got the same information as I had gotten from customer service. I am not allowed to talk to anyone that is part of the fraud office. I have been waiting for results for 6 weeks, but so far no results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30533
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XX/XX/2022 Suntrust is rearrange sequencing and charging orverdraft fees to my account. Also, I e had overdraft capability turned off on my account and should not even have transactions go through because I turned off the feature. I went to check to ensure it was turned off today XX/XX/2022 and it was and updated it again. I was charged for a subscription and the XXXX in my account and they dont even have a valid debit card, so Im not understanding why Im being charged. Rearrange sequencing should be illegal and by not honoring the fact that I have turned off overdraft protection, no items should go through.
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: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check around XXXX for XXXX. **from the irs for back taxes that they owed me and i was told they wanted to close out my account because i was a bad client and that they would mail my funds to me with a letter stating why they closed my account with it. I received a letter on XXXX saying everything would be handled by the XXXX and i would have my funds. No check was in the envelope. I have called 65 times only 2 reach only 2 managers and when asking them what is going on with my funds the only answer i would receive id I do not know. I got hung up on several times.I would like my funds from Suntrust Bank/ truist
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24501
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had a dispute and was credited before they took it back Suntrust bank sent me a email
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A