Date Received: 2022-01-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: The Truist Bank located at XXXX XXXX XXXX XXXX in XXXX North Carolina XXXX is abusing overdraft fees and incessantly charging customers unethically. Arranged configured alerts to notify customers of an overdraft are not being delivered timely and Truist is taking advantage of customers while offering no service or reasonable solution. The Truist mobile and online banking platforms erroneously market and sell real time updated data availability to their customers but are lying and fraudulently selling this service. Truist then entraps customers in a repeated overdraft fee cycle while falling to honor established alerting notifications that allow a customer to rectify the balances. " Truist online and mobile platforms do not reflect accurate accounting balances in line with what they market and sell. '' I was charged 5 consecutive {$36.00} dollar overdraft fees on the same day and time without a pre-configured and arranged alert message being received to notify me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 270XX
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: Closing an account
Subissue: Company closed your account
Consumer Complaint: XX/XX/XXXX I was able to get in my account earlier today. Around XXXX PM. I made an attempt to get in my account and was not able to. When I made it home I attempted to look at my online banking and could not access it. I contacted the XXXX number and was told my account was closed. When I asked why the guy said he did not have a reason as to why. I explained to him that my direct deposit is scheduled to go into this account on Friday and I needed to have access to my money. I have another account that is overdrawn and planned to fix this account with my bonus check on next week. I explained to him that the other account was overdrawn due to them making payments when funds are not available and I turned off my overdraft on that account to keep it from going into overdraft. The guy explained that if my direct deposit comes to the account that a check would be mailed out to me. And if it is already closed it will return to the company. I am not understanding why my account was closed. I just received a letter saying that if i don't bring the other account current by my next statement that my account would be closed by next statement cycle. I just received that letter on yesterday and it is dated for XX/XX/XXXX but I had plans to fix the account this pay period and next week.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38109
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XX/XX/2022. THREE ( 3 ) INQUIRIES WHERE MADE ON MY CREDIT ( XXXX ) ON THE STATE OF FLORIDA. I DO NOT RECOGNIZE THIS INQUIRIES. I DID NOT AUTHORIZE THIS INQUIRIES. I DON'T LIVE IN THE STATE OF FLORIDA NOR HAVE TRAVEL TO FLORIDA. THE THREE ( 3 ) INQUIRIES ARE FOR AUTO LOANS. ( XXXX XXXX XXXX XXXX XXXX XXXXANK ), ( XXXX ) XXXX XXXX XXXX ( XXXX ) XXXX XXXXT. I CONTACTED XXXX AND A HOLD WAS PLACED ON MY INQUIRIES.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PR
Zip: 00682
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I thought I was paying for goods and services from the XXXX XXXX XXXX. I immediately realized I had been scammed over the phone and tried calling Suntrust ( Truist ) bank to cancel the XXXX transaction. I was on hold and couldnt get through so I drove directly to the bank. They told me I couldnt handle it there and to call the XXXX number and gave me the number to customer service. I explained I wanted my account either frozen or shut down as I didnt want this transaction going through. They said I had to call the customer service line. I explained the time may run out that i have already been trying to get through so this is why i came directly to the bank. I called immediately again but they seem to be short staffed so I was put on hold. After XXXX on hold I drove to another Suntrust ( Truist ) bank trying to get immediate help for canceling the transaction. In that bank I remained on hold and the suntrust employee and I sat in her office as she also tried calling. After she was on hold too for XXXX she told me the pending transaction went through even though it still said pending in my account. I was still on hold with my phone still and she told me to stay on hold and speak with the fraud/claims Dept for a possible refund since it still showed pending. After being in hold for XXXX someone picked up and transferred me again. It wasnt until XXXX of being on the phone that someone picked up and told me the transaction went through and it was too late even though it still was showing pending. I explained that if I hadnt been sent to 2different banks, been on hold XXXX for this phone call and almost XXXX prior, and also tried calling right after it happened which wasted an extra hour of being on hold again I wouldve been able to cancel it in time. I never received the services I thought I was paying for. It was a scam and because it took me close to XXXX to get someone on the phone to cancel the transaction, they say it cant be cancel and I lost the money. I feel this isnt right and I shouldve been protected. If I had access to actually speak to some right away, it wouldve been canceled in time. Again it still hasnt been resolved because they wanted to transfer again back to the claims dept. They bounced me around on the phone for XXXX and bcuz XXXX couldnt speak to anyone, I missed the transaction time frame period. Although it was a scam I was under the assumption that it was service via XXXX ( XXXX XXXXXXXX XXXX XXXXXXXX ) and they were threatening to cut my electric within the hour. Please help me rightfully get my refund from Truist Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32129
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The Covid Forbearance Plan for which I was approved, expires on XX/XX/2022. BB & T and I have enjoyed a cordial informative relationship until XXXX XXXX XXXX and today, Wednesday, XX/XX/2022, on which both occasions I received misinformation by from their representatives, XXXX, on Friday and today, XXXX. Yesterday, XX/XX/2022, I received a letter, dated XX/XX/2022, concerning my loan and the options available to me. After reading and consulting with one of the housing counselling services provided, I decided to call the bank to put my choice in place. It is on that occasion that I spoke to your representative, XXXX who contradicted the information laid out in the letter and that which was provided by the housing counsellor. He became irritable, subsequently hanging up the phone, when I highlighted the inconsistencies and ask for a copy of the transcript of our conversation. ( The transcript will demonstrate his contradictions in the call and unprofessional behavior ) Examples of the misinformation which he later corrected but insisted it did not say included the following : 1. My forbearance plan was not eligible for extension which he later corrected to say, I have a further XXXX should I need to extend. 2. Telling me he could not provide a written record of our conversation. 3. Creating confusion about the option of placing the missed payments to the back of the original loan agreement, which would become due when the original loan maturity due date occurs, or the loan is paid off via refinancing or selling of the property. This was confused with the repayment plan option. When I brought to XXXX attention that what he was saying was inconsistent with the letter I received, and that I required clarity, he became very rude saying I was preventing him from telling me about the plans. In the incident with XXXX, I asked addition questions about each option which he was reluctant to answer insisting that putting the lump sum to the back of the loan was my best option. I explained to him that I needed to understand the merits of each option with accurate numbers so I can make the best decision for myself. He told me that, the information will be provided in the documents sent to me, after the choice, of the back of the loan deferred balloon payment option is made and not before. His failure to answer the questions and or provide information about my loan so that I can choose the best option for myself, encouraging me to favor one option over another, without a full understanding of my specific situation. I called back the bank, on the same day, XX/XX/2022, and left a message on the afterhours message service, describing the issues in the contents of this letter, and alerting them of the intent to report this to the XXXX XXXX XXXX XXXX. .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted Suntrust now Truist regarding the covid forbearance program, however they said they were not following the recommended implementation for XXXX XXXX XXXX, and that instead veterans must request 90 day segnents rather than the six month initial period and 6 month additional period set forth by the XXXX XXXX XXXX XXXX XXXX XXXX. So, I naturally contacted them during the following 90 day segments. I was told there would be a paperwork to sign at the end of the program related to modifying the loan. However Suntrust now Truist has not sent that paperwork. And their automated system is not allowing me to make a payment on the loan. I have tried relaying these concerns to Suntrust now Truist. But the representatives say it is too complicated for them and they need to wait for an answer from their litigation team before sending me those forms. 1 ) Does this mean that instead of following the governments guidelines, that they are preparing to ambush me with some sort of litigation? 2 ) Can they use a less scary name for their " litigation team. "? 3 ) Why is their system rejecting my payments? 4 ) Why does Suntrust now Truist not to follow the department of veterans affairs own guidelines for the covid relief program 's time periods? Additionally, Suntrust now Truist had refused to recognize the local tax authorities ' crrtification of my property tax exemption, and overpaid my property taxes from the escrow account. This exemption has since been recognized by Suntrust now Truist. This overpayment occured on XX/XX/2021. The overpayment was returned and received by Suntrust now Truist on XX/XX/2021. With the escrow being funded from the loan, this seems to mean that my loan balance increased for a period of 16 days, due to Suntrust now Truist drawing funds out for escrow. Additionally for several months, while Suntrust now Truist refused to recognize the property tax exemption and paperwork forwarded to them by the City 's tax office, it seems funds were taken out in order to fund future calculated tax bills. This seems to have had the effect of un-needingly enlarging my total loan balance and accrued interest at Suntrust now Truist 5.So my escrow account amount, and interest amounts are in need of review and correction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23518
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On or about XX/XX/XXXX I called Truist to change my payment date to the XXXX of each month. On or about XX/XX/XXXX one of my cards credit limit was reduced to 10 % of the previous amount. I have not missed any payments, however on XX/XX/XXXX both of my credit card accounts were closed. I would like my accounts reopened and my credit limits re-established.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I completed a refinance of my mortgage on XX/XX/2021. I also had a personal line of credit with SunTrust. I did not want the LOC to be closed. I wanted to balance that I owed on the LOC to be paid off and included in the mortgage refinance. I did not complete the LOC affidavit at the closing for the mortgage refinance to close the LOC but SunTrust closed the LOC. I believe that it was fraudulent on the part of SunTrust to close the LOC when I told the title company representative at the closing that I did not want the LOC to be closed and I was told that I did not have to sign the LOC affidavit. This statement by the title company representative led me to believe that the LOC would not be closed. I would not have gone through with the closing if I knew that the LOC would be closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20705
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Truist bank refuses to give me my money back out of an account they closed due to fraudulent activity. I have had several deposits hit the account and they will not allow me to withdraw my funds that i need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49525
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: From XX/XX/XXXX to XX/XX/XXXX, BB & T ( now Truist ) engaged in deceptive practices among other things which violated my and my wife 's legal rights. In XX/XX/XXXX my wife contacted our mortgage lender, then BB & T to inquire about the forbearance option allowed under the CARES ACT. I was sitting beside my wife and could hear both her speaking and much of what the agent on the line was saying as well. After verifying our account information, the agent asked a few basic questions, such as whether we were experiencing a financial hardship, to which my wife responded, 'Yes. '' The agent responded with " okay, you're all set. '' My wife looked at me confused and then had to probe the agent with questions in order to get ANY information concerning the forbearance, including the general terms, whether we needed to submit any documentation or submit an application, and specifically how the repayment would work once the forbearance ended. My wife informed the agent that we would not put ourselves on the forbearance program unless they were going to set up our account for a balloon payment at the end of the mortgage as we would never be able to pay any lump sum to them at the end of the forbearance. The agent confirmed that we were set up for a balloon payment option and we ended the call. My wife had 10 or so conversations with BB & T throughout the 18 months we were on the forbearance, during which time she told me that the bank continuously confirmed that we were set up for a balloon payment and there would be no lump sum payment due at the end of the forbearance. I was skeptical, so I called in to confirm for myself. I spoke with an agent at BB & T in XXXX of XXXX for the purpose of confirming that the mortgage was set up for a deferral of the total amount due during the forbearance and that that total would be added as a balloon payment at the end of the loan. The agent confirmed this information and even stated that the balloon payment option is a default and that we would have to select another option at the conclusion of the forbearance if we didn't want the balloon payment. My wife 's last communication with BB & T occurred on XX/XX/XXXX, she called in to see if we could extend the forbearance past XXXX as we were set to resume payments on XX/XX/XXXX. A copy of our phone records denoting the 10+ calls with BB & T are attached. She called me directly after speaking to BB & T on XX/XX/XXXX and told me that we had 2 months remaining of the 18 available and that the agent confirmed once again, that the monthly payment amounts that would have been due during the forbearance would be added to the back end of the mortgage as a balloon payment and that the mortgage would be due on XX/XX/XXXX. We received a letter on XX/XX/XXXX from BB & T denoting that the forbearance was ending on XX/XX/XXXX and states " At the end of your Forbearance period, you have the following options. '' It then lists 4 options, option 3 being " Modify the loan so your suspended payments are added to the end of your loan as additional payments or as a large sum, such as a payment deferral, '' As of XX/XX/XXXX and with full knowledge and admittal that the forbearance period was for 18 months, BB & T continued to inform us that we were able to put the balance due on the back end of the mortgage as a balloon payment. In XX/XX/XXXX, we received a statement advising us that a payment was due on XX/XX/XXXX. We attempted to make the payment online, but were locked out and also attempted to contact BB & T several times and kept getting an auto message that told us that the office was temporarily closed. On XX/XX/XXXX, my wife was finally able to reach someone about how to make the payment due of {$180000.00}. While asking the representative how to make the payment and why the statement seemed to claim that we owed a lump sum of {$34.00}, XXXX, the agent informed my wife that we were not eligible to defer the amount due to the back end of the mortgage and that we were never set up for a balloon payment as we were told during no less than half a dozen phone calls with BB & T, including the most recent phone call that took place on XX/XX/XXXX. We were informed that because we were on the forbearance program for 18 months, that we would now have to make 3 payments, a total of over {$5400.00} in addition to making our normal monthly mortgage payment in order to be eligible for a balloon payment option. My wife and I were exceedingly nervous that BB & T was misleading us and therefore continued to confirm during each and every phone call to BB & T throughout the duration of the forbearance that we were confirmed to be set up for a balloon payment. Each and every representative gave a concrete " Yes '' as their response. At no point did anyone ever inform us that we would have to wait until the end of the forbearance to determine what we were eligible for, or that there may be limitations to what options are available based on the length of time in which we were on the forbearance. Instead, BB & T engage in deceptive practices- telling us repeatedlXXXX that we were already set up for a balloon payment when that was blatantly false. We were intentionally mislead in a manner that is both negligent and malicious. During my wife 's phone call on XX/XX/XXXX, she informed the agent that she intended to speak to an attorney to protect our legal rights through the CARES ACT and other applicable law and told the agent that she wanted this complaint kicked up to the highest authority in their department as this is a serious matter. During the phone call, we were advised that the only option available to us now is a modification of the loan to reduce our mortgage payment- something we are not interested in and do not want as it will negatively impact our credit, ability to sell our home and ability to obtain a loan of any kind for the foreseeable future. Yesterday, on XX/XX/XXXX, I received a voicemail from BB & T asking us to contact them. Upon contacting them back on XX/XX/XXXX, we were informed that the purpose of the call was to provide their " apology for the miscommunication '', referring to us being lied to by the bank for the duration of the forbearance. BB & T engaged in illegal conduct and provided their " apology '' while offering to do absolutely nothing about the fact that we were mislead for 18 months and are now in a dire situation due to the bank 's conduct. During the call, the agent once again informed us that we will need to make a lump sum payment of over {$5400.00} in order to put the remaining balance on the back end of the mortgage on top of making our normal monthly mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A