Date Received: 2022-02-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: RE : Wire Fraud Trust Bank I am writing to you in hopes that I will receive a response and attention to fraudulent activity that took place on my account and the errors and miscommunication that took place with your local branch, your online customer service department, and your fraud department. On XX/XX/XXXX at XXXX AM I received a call from BBTs consumer fraud division XXXX, the call was disconnected so I called back and confirmed that it was a valid BBT telephone number, this individual called back at XXXX am and the call lasted for 48 minutes, during this time, I was told that there were fraudulent charges on my account, as follows : {$.00}, {$120.00} from XXXX and {$350.00} from XXXX, he stated that the charges were declined but we needed to lock the account and change the password. I did not give him any person information but that I needed to change the password ; he sent several one-time passcodes to my phone during this 48-minute call. When finished he gave me a reference number of XXXX. Immediately after hanging up I received an email from Truist AT XXXX PM stating that my company was enrolled in wire transfer services, I did not initiate this act so I tried to call the number listed on the email ( XXXX ) .and was put on hold for almost 15 minutes, so I hung up and called by local branch, I spoke with XXXX XXXX XXXX explained the situation and told her to lock my account ASAP and STOP the wire transfers, she told me she would call the fraud department and call me back. She called back stating that account was locked, I asked her about the wire transfers, and she stated that they could not do ANYTHING until the wires posted to my account and at that time, they would refund my money. I asked if I should call the fraud department, she said I could if I wanted to, I requested the number she said it was on the back of my debit card. I called that number ( this was NOT the fraud department ) but the customer service department, I again explained the situation and asked to be transferred to the fraud department, after another long wait I was informed that this was the XXXX fraud department but that I should go into my local branch and open new accounts and after 3-5 business days the money would be refunded. I proceeded to call my local branch to schedule an appointment which was set for XX/XX/XXXX at XXXX am. After XXXX hours at the branch setting up new accounts, they stated that all the money was refunded and placed back into my old accounts, whereas XXXX transferred the money into my new accounts. On Wednesday, XX/XX/XXXX I set up my new online banking and saw that the money was transferred back out of my account, I immediately called the branch and spoke with XXXX ( business banking ) and she stated she would follow up on the matter and call me back. That call NEVER happened. The next call I received Friday, XX/XX/XXXX from the fraud department explaining that they had JUST received the fraud case ( 3 DAYS LATER ) and they would be investigating the matter, I asked when will I get my money back, she explained that FDIC or Regulation E does not cover wire fraud but they will try to get my money back. Truist Bank failed in many ways, as follows : 1. Truist did not attempt to stop the wire transfers, even though I called within 30 minutes of noticing the wire fraud 2. I did not receive ANY disclosures regarding the wire transfers : https : //www.consumerfinance.gov/consumer-tools/sending-money/ 3. Truist did NOT file a fraud claim for three ( 3 ) days resulting in the loss of all of the money. 4. Truist is claiming that domestic and international wire fraud is NOT protected under the Dodd-Frank or Regulation E https : XXXX According to Regulation E, wire transfers ( domestic ) are considered EFTs and International Wire Transfers are considered " remittance transfers '' are protected under Federal Law. There is also current president set regarding XXXX, XXXX. The Consumer Financial Protection Bureau ( Bureau ) today announced a settlement with XXXX XXXX XXXX Bank, a federally chartered savings association headquartered in XXXX XXXX, Texas. As described in the consent order, the Bureau found that XXXX violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. Truist is currently working to reverse the wire transfers day late {$100000.00} dollars short ( since they failed to act IMMEDIATELY ). According to the fraud department, they filed the request to the beneficiary institutions on XX/XX/XXXX they have heard from ( 2 ) of the institutions who state there is no money in the accounts in question. It is my understanding that, that the institutions have 60 days to investigate the fraud, 3 days to report their findings and 1 day to correct the error. What are my options if the institution fails to refund my money? Will CFPB fight for my rights under the law?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33901
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I bought a XXXX XXXX from XXXX in XXXX XXXXXXXX al in XX/XX/XXXX. I financed it through regional acceptance. I had the car 1 month and was in an accident XX/XX/XXXX. I was not at fault per the police report. The at fault partys insurance XXXX paid XXXX check number XXXX and my gap insurance paid XXXX something which left a remaining balance of XXXX dollars. The remaining balance was owed by the warranty dept at XXXX. Fast forward to XXXX and I have my credit ran as Im trying to buy my first home and low and behold a collection account from regional acceptance for XXXX dollars. After several phone calls to regional acceptance I tried to explain that the remaining balance was owed by XXXX per my insurance company and offered to provide proof. Regional acceptance stated Im liable for the remaining balance until they receive a check and that the collection account will remain on my credit report for 7 years. XXXX in ft XXXX was very diligent in righting their wrong. XXXX XXXX worked very quickly to resolve this issue. They sent a check for XXXX to regional via XXXX check number # XXXX. Ive called regional acceptance several times to see if they have updated my account so I can have this removed from my credit since this is not my debt. I called and they forward me to the collections dept. when Im forwarded to collections Im hung up on. Ive called and left voicemails for a phone call back. No call was returned. I just want my account in good standing and have Regional acceptance remove the collection debt from my credit report since it was not my debt to begin with and shows it was paid as agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2022 I authorized a payment over the phone for the amount of {$18000.00} to Truist bank. This amount was my pay off balance, as provided by Truist. The total amount cleared my Savings account with XXXX XXXX XXXX on XX/XX/2022. Truist is alleging a " payment reversal '' for the amount of {$18000.00}. The reasoning provided for this reversal is that there was " no account associated with these funds. '' I have sent Truist 's loan department a summary of transactions from my savings account that show the full amount {$18000.00} being cleared from my account. XXXX XXXX XXXX informed me that there is nothing pending on this transaction nor are they seeing a reversal initiated. No one from Truist is able to tell me where my {$18000.00} is. My concern is that I am now missing {$18000.00}, and I am further in debt than I was on the date I tried to pay off this loan as it has since accrued interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22203
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage lender is Suntrust Mortgage that has now merged with Truist Bank. My loan number XXXX My hazard insurance company issued a partial refund on my policy in the amount of {$2500.00}. The check was issued XX/XX/XXXX to Truist Bank, XXXX XXXX XXXX, XXXX, OH XXXX. The check was cashed by Truist Bank on XX/XX/XXXX. To date the refund has never been posted to my mortgage account. Failure to post these funds to my mortgage account results in a {$200.00} per month increase in my mortgage payment. I have tried to reach out to Suntrust and after long periods of time on hold their systems fails and all of a sudden they can't hear me. Even though they have all my call back information they never bother to call back. I am attaching a copy of the cancelled check for the monies Suntrust/Truist received that have never been posted to my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have submitted a complain last week, but the wrong money transfers were reviewed. Please read this thoroughly, as well as looking at the screenshots to ensure proper case review. Commencing on or about XX/XX/2021, I fell victim to a multilayered scam operation orchestrated by XXXX ( the Company ), with the design, development, manufacture, promoting, marketing, distribution, labeling, and/or sale of illegal and outright fraudulentinvestment services, all of which aim at contributing to the goal of robbing and defrauding clients, through a predetermined cycle of the clients losses to their gains. Money was transferred from my account via bank transfer and debit card and through an intermediary named XXXX in the total amount of XXXX USD utilizing Branch Banking and Trust services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31061
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The transition of BB & T and SunTrust into Truist has created an unbearable customer service issue. Wait times are over an hour. Former SunTrust branch employees ( XXXX XXXX XXXX in XXXX ) told me that they can not assist me without coming into the branch and presenting ID as of XXXX XX/XX/2022. Communications from the staff indicate that XXXX XXXX is the first date we should expect " connected '' services. My husband and I have spent cumulatively XXXX hours or more to get to any telephone support. Meanwhile, Truist is spending money to advertise, but is not investing in reasonable customer service assets. We do not have access to transfer funds from our account, despite a ~ $ XXXX balance as of this correspondence. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I went to my bank, BB & T now TRUIST because I had been contacted several times about an Online Banking Account? Before seeing XXXX XXXX XXXX, I asked for my Banking Transactions printout for my Checking Account. There was an entry made by, The Department of The Treasury that showed a DEBIT, the amount for the DEBIT was ZEROS. This was very ALARMING because, I had already informed XXXX XXXX XXXX that I was expecting a very LARGE SUM of MONEY from a lawsuit that, I won ( {$150.00} Million Dollars ) and that I was expecting my Widows Pension from DFAS and The Veterans Benefit Administration. As of today, Sunday XX/XX/XXXX, I have NOT received ANY of my money, however an Online Checking Account has been opened ( last four numbers # XXXX ) and my money has been Re-Routed, Stolen, by BB & T now TRUIST employee starting with, Re-Routing my money using SWIFT CODES and accounts that, XXXX XXXX XXXX is knowledgeable about. My Bank has Received my money and is working with individuals who are NOT on my account, and has NOT been given any permission or consent to be acting on my before. My Bank is, Altering, Changing, Creating, ReRouting, Wiring, committing Computer Device Fraud, Identity Theft, Fraud, and Elder Abuse on my, Bank Accounts. When I asked XXXX XXXX how will I know when my money arrives at the bank, XXXX XXXX informed me that, I wouldnt know. That the Bank will contact me in three to five business days? My money has arrived and my bank XXXX BB & T now Truist ) chose to do, CRIMINAL Activity by using ByPass Codes, Swift Codes and opening up another account account without my knowledge and consent to keep my money from me, and do with it as they have done. In a letter that I received it stated that, We believe you are the victim of a Clearing House Scam, my bank is the Clearing House Scam as their employees and managers at, BB & T, Sun Trust, and now TRUIST have been stealing from their own clients, per Federal Documents showing just how egregious their CRIMINAL ACTIVITY had gone to. I told XXXX XXXX that my money was due to Hit Any Day Now, and I do believe that, XXXX XXXX with other employees at the bank in the WiRE Department and the IT Department set everything into motion, so when my money arrived all they had to do was to PUSH a button to send it to an account ( s ) that they controlled. Case in point. On, XX/XX/XXXX, XXXX XXXX already had the account open where my money was going, and had already created an Login ID, however when I tried to login with the Login ID that XXXX XXXX gave me it DID NOT work, also my account was tied to a cellphone number, that they were convinced, I would never use again because of lack of finances to keep the cellphone on at all times. When, I did get the cellphone back on, I discovered that, XXXX XXXX had given me a Login ID that was different in characters, upper case, lower case, however it was the same phonetically. As, XXXX XXXX had made it absolutely clear that the Login ID was Case Sensitive, so, XXXX XXXX knew good and well what she was doing and what she had done. I also have the CODE ( sent to the on and off cellphone ) for the day, and time that I was in her office. I have all of my documents. I do believe CRIMINAL CHARGES are needed in this matter as well as ALL of my money that was, Re-Routed and Stolen from me. This is a travesty for all, Widows of our Servicemen who pass, to have to experience at the hands of their own Bank ( BB & T now TRUIST ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2022-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have had an account with BBT now Truist since they bought out XXXX Bank back in about XXXX. I used the same branch in XXXX XXXX and never had any problems until the merger with Sun Trust which coincided with someone trying to gain access to my account. On XX/XX/XXXX someone tried to cash a check for {$1800.00} against my checking account at a branch in XXXX Fl. I got a phone call from the teller, XXXX, who immediately suspected fraud and denied the transaction. XXXX also closed my checking account which held about {$8100.00} but left the savings account untouched - that contained about {$10.00}, XXXX. I called a branch that was open the next day, Saturday, and they told me they were busy with customers and couldn't advise me as to whether my SS direct deposit would be permitted now that the account was closed and promptly hung-up on me. On Monday, XX/XX/XXXX I went to the XXXX, Fl branch and I specifically asked the officer, " If I open another checking account with Truist will it have the same features as my account that was just closed, free checking and free paper statements? '' She assured me that it would be the same except they no longer call it " Senior Checking, '' and that I would not be charged for this account in anyway shape or form. Well, that was a lie. They are now charging me {$3.00} per month for paper statements and they are charging me {$10.00} for the old checking account that contained {$140.00}. I had to leave that account open for any outstanding checks and for direct deposit to be activated with the new account at Truist. I also inquired as to how someone got my bank account information and they played dumb. But I found out that BBT was hacked on XX/XX/XXXX. The hackers gained access to XXXX checking accounts and XXXX savings account and customer data and were selling the info online for 40-50 % of the account value!!!. While I was deleting my bank account password from my phone as recommended by the police officer who took my fraud complaint, I noticed apple had a warning that there was a data breach with BBT and that my password was compromised. BBT knew this and never told us. On XX/XX/XXXX, I went into the bank to inquire about the $ 3 monthly paper statement fee and was told there is no account without fees and the best they could do for me was a one-time refund. He asked me if I was going to keep my original checking account open and I said yes, for another month to make sure all my checks had cleared. He never told me that the day prior they began charging me a $ XXXX maintenance fee on that account, my original account which never had any fees associated with it. I also asked about the data breach at BBT and he said there was no data breach. But XXXX XXXX and XXXX XXXX both confirmed there was. Truist lied to me to lure me into a more expensive account and has caused a big inconvenience because now I have to change direct deposit for SS and my life insurance policy monthly premium automatic withdrawal a second time in one month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT SunTrust Closed my bank account. I work XXXX and every-time I get paid I get I deposit straight to my account any time I make a sale. I had spoke to the fraud department and I explained to them that I sell Bit coin and when I sell I get funds deposit to my account, they understood and they told me that I did not have to worry about anything after I explained to them this. But this was no so because they have blocked me from my accounts and I can not access my funds. This has prevented me from not being able to pay my bills or by my self food to eat this is not fair. And they will not tell me why. I have closed the previous case thinking that the company was going to give me back my money and it was all a lie and they kept the money that doesn't belong to them. I WAS VICTIM OF FRAUD AND THIS BANK KEEP HOLDING MY MONEY FOR 3 YEARS. I WANT MY MONEY. SUNTRUST ACCOUNT NUMBER XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I'm writing in hopes of getting an issue resolved. For several months my account was charged without my consent due to screen mirroring on my device ( it was hacked ). I didn't receive any notifications to alert me of the transactions. This was a secondary account so basically it was used as a savings account. I notified the bank and did a claim which was denied. I later filed another complaint ( rebuttal ) on XX/XX/2021. During the process of filing the rebuttal doing a thorough check of my account we came across some more new transactions form a merchant that weren't in my previous claim. Another claim had to be escalated making the claim for the rebuttal and another new claim for the latest charges that appeared on the account. During the process of each claim the bank didn't provide me with a temporary credit as stated in their policy, it was as if it went null and voided or appeared to only for a " selective few ''! I later received a letter for the smaller claim with the claim number used for the rebuttal. It stated " My claim had been denied because the merchant returned the funds '', therefore they no longer needed to move forward with the claim. This information was totally inaccurate the merchant did return the smaller claim but not the initial claim on file for over XXXX. XX/XX/XXXX I contacted the financial establishment spoke with another representative that looked through the account and stated the MERCHANT NEVER RETURNED ANY MONEY, therefore they're going to do another rebuttal and have it escalated the information in the system at this point was very conflicted. Even the agent was confused. There were overdraft fees which were never reimbursed that were astronomical. I'm highly frustrated and now seeking a physician for the stress this has caused me. In these difficult economic times I would've like to believe I would be protected by my financial institution but instead I feel as if I've been victimized twice. SUNTRUST what a name with a lack of!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A