Date Received: 2022-01-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I opened a checking account with Suntrust on XX/XX/XXXX and at the time of opening opted out of the overdraft protection that charges {$36.00} for covering transactions when the account is out of funds. I called Suntrust on XX/XX/XXXX inquiring on multiple overdraft charges in my account and the representative explained to me that even though I opted out electronic transactions will still go through at the discretion of the bank and they will be paid. That been said the representative did offer a refund but it turns out she could only refund me 1 out of 13 charges, she told me the system only allows her to process one refund. I asked her why didn't she submitted a refund for the full total and not just one charge and she never provided me with an explanation. When asked for a supervisor the representative told me the supervisor has given her the same instructions. I requested the name of the supervisor and she told me the company policy does not allows her to provide me with that name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX, I made a payment of {$500.00} on my XXXX XXXX XXXX XXXX XXXX car to Regional Acceptance Corporation through their automatic system. I did not get a confirmation of the payment. So I made another payment of {$500.00} on XXXX XXXX, XXXX. Upon noticing the double payment, I called Regional Acceptance Corporation to inform them that I inadvertently made another payment, and I would like a refund. I spoke with a Customer Service Representative who informed me that it was the Eve of a holiday and there wasn't any Managers in the office. She stated that she would put in the request to her Manager for when he come in on Monday. And for me to call back on Monday. I called back on Monday and was informed that the Manager had approved the reimbursement, and that it would take between 7 to 10 days to hit my account. On Monday, XX/XX/XXXX, I called again and was told that they see that the Manager had approved the refund, but when I checked my bank account, I did not see that the money had been returned. I called on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and was told nothing more than what was told to me the day before " to call back tomorrow ''. In between these calls, I called my bank to check, and they said they didn't see anything pending. And that this in only the 8th day ; give it two more days. I did that. I gave them two more day and still no refund. I called Regional Acceptance again on XX/XX/XXXX, but was told by another Customer Service Representative that he see that the authorization for reimbursement had been completed on XX/XX/XXXX and that there wasn't anything else he could do. I was stunned due to his lack of concern. I stated to them that if it had been me, they would not hesitate to come repossess my car and I don't think this is fair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had my home mortgage with BB & T for several years now. They were not the best mortgage company that I have had- I own several properties- but they were OK. Ever since this company became TRUIST, it has been a nightmare. Their automatic payment site just does not work. For the past several months, I have called into their Customer Service line because I end up in arrears and then I get a {$40.00} late fee in addition to the fact that I have to spend an hour or more on the phone supposedly fixing things. Yesterday, I tried to log into my Mortgage account which is a separate entity from the Banking section. I kept track of the the time, and the little wheel spun for XXXX minutes before I gave up. I never was able to sign in. I tried again later with the same result only I gave up after XXXX minutes. See pic of what this looks like below. If it is not even possible to sign into my mortgage account, how I am going to see what is going on. Customer service keeps telling me that I can pay through them. I have better things to do with my life than to call them every month and sit on hold for goodness only knows how long waiting for a rep to answer. I see no reason why they can not have a method that will take the money from my credit union and put it into their system every month automatically. This nonsense has been ongoing ever since the company became Truist. The government should have some safeguards in place to ensure that Banks can not treat customers like this. The only advantage from their end is that they get to charge an extra late fee of {$40.00} every month. Every other mortgage company I have had ( and there are a bunch of them because they keep selling mortgages to each other ) has had a system that works just fine. Truist has a site that is totally non-functional in my experience. If anybody reading this has a choice of which site they can use to get a mortgage, do NOT choose Truist! You are better off with any other company in my experience. Every month it is a battle with Truist because nothing works the way it is supposed to work. This is even AFTER I have been " helped '' several times by Customer Service reps. One of the problems is that after the problem has been " fixed '', it does not take effect for two months so you are still left with a mess for the following month and if you try to fix that, then you have to wait for another two months. It is a never ending saga of things that can go wrong so that they can charge you {$40.00} for being late again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Several times a day get calls from XXXX for someone whose name we do not recognize and who does not reside in our household. The caller is a recorded message and claims to be Truist bank and gives us a reference number to call them back. Seems to be a debt collection agency. We have no business with that bank and that bank isn't even in the part of Delaware where we live. So not sure why they keep calling. We did not want to call them back as we just want them to leave us alone. They seem to have the wrong number for whoever they are looking for. Sometimes they call several times a day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19966
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I WAS A VICTIM OF IDENTITY FRAUD MY WALLET WAS STOLEN AND SEVERAL YRS LATER FRAUD ACCTS HAD APPREARED ON MY CREDIT BUREAUS AND LATES STARTED HITTING MY CREDIT AND I HAVE SINCE BEEN DISPUTING AND I WAS ABLE TO GET MOST OF THE FRAUD ACCTS OFF HOWEVER THE 2 ACCTS SUNTRUST AND XXXX LISTED ON MY CREDIT IS STILL ON MY XXXX REPORT I HAVE TRIED ALL I CAN'T TO HAVE THOSE ACCTS REMOVED THEY DID REMOVE THEM FROM MY XXXX XXXX AND XXXX HOWEVER IT REMAINS ON MY XXXX AND HAS AFFECTED MY CREDIT GREATLY
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I have been a SunTrust customer for decades, when it was XXXX XXXXXXXX XXXX. On XX/XX/XXXX I wrote a check for {$47.00} to pay my water bill. I mailed the check at the U.S. post office. I discovered on XX/XX/XXXX that the check had cleared my account on XX/XX/XXXX for {$6300.00}. I called SunTrust on XX/XX/XXXX and spoke to a person who said she could see that the Payee, Date, Amount, and Signature had been altered. The fraud department opened a case number to investigate what had happened. I found online information about the fraudulent payee and took it to my branch on XX/XX/XXXX to be shared with the Fraud department. On XX/XX/XXXX I called the Fraud department. An escalation was placed on the case and I was told to expect a response in 2 business days. I called again on XX/XX/XXXX and was told there was no activity on the case. I called again on XX/XX/XXXX and was told the case was in process and usually takes 120 days and I should expect finalization by XX/XX/XXXX. I called on XXXX XXXX and was on hold for 45 minutes with no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30092
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: The item has been on my credit report for seven years. According to the Fair Credit Reporting Act it should have fallen off my credit report. The company has falsely reported the account to the credit bureaus in an attempt to renew the debt in order to keep it on my credit report and cause damages. The account was closed and charged off. I don't understand the intent of their actions other than wanting to cause harm to me. I am unable to purchase any vehicle while this is on my report. It has been there for seven years and it is time to come off. I wrote to the company pleading with them to contact the bureaus to have it removed and they still refuse to do it. They intend to cause me long lasting damages simply because I had an accident and I was unable to pay them because of my injuries. Their motivation is simply to take revenge on me for my inability to pay. I am a XXXX veteran with severe XXXX. I have been trying to get my life back on track and purchase a new vehicle. I ask that the company finally remove this item from my report so I may move on with my life. I served my country faithfully and I do not deserve this kind of treatment. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92124
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Blocked my account from making online payments due to a late payment, if I call the number left on voicemail it's just an automated answering service, called the number listed on my account and it is not in service anymore. Called another number and they gave me another number to call, call it and everytime someone answers the call gets disconnected immediately. They are making it impossible for me to pay my car payment after setting up a plan with them to get it caught up, I am caught up now and now there is no way for me to make a payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I sent a payment through our online bill pay. Suntrust ( Truist ) then proceeded to lock me out of our online access to all accounts, and I've been on hold for close to an hour now to get it unlocked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33634
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have a Truist credit card that was set up with auto-pay from my XXXX checking account. Everything was working fine until XX/XX/XXXX, at which time an XXXX debit with the same description and merchant ID as my previous auto-payments appeared on my XXXX statement. The issue is that I had no balance that month, so there was nothing to pay. This happened again on XX/XX/XXXX and once again today, XX/XX/XXXX. I contacted Truist by phone and by chat on their website on both previous occasions and was told that I had no balance so it couldn't have been them, yet the evidence shows otherwise. They refuse to escalate and I've had to dispute these debits with XXXX each time. I'm now going to be forced to open a new checking account to ensure that these erroneous debits don't occur in the future. I'm guessing that in their transition from BB & T to Truist, my checking account information got applied to someone else 's account during data migration because the amounts have all been fairly small and occur at the normal time of month that previous, legitimate auto-payments were made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40324
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A