Date Received: 2022-01-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: The company BB & T has an HSA account that I have tried to close out and they informed me I would have to report to a branch in person because my account was inactive. I explained they dont have a local branch. They would not update any of my information, not address or name change from marriage. I am hoping there is legal protection for me to not have to drive an hour or further away to go to this bank when I have never had an in person visit with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45385
Submitted Via: Web
Date Sent: 2022-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have a savings/checking account with Truist Bank XXXX formerly BB & T ). They began charging maintenance fees on my account because the minimal balance requirement changed after the recent merger ( I have had opened the account in Texas under BB & T where the requirement was lower ). That is the first issue. 2nd issue is that I want to close the account. But the bank insists that I have to physically visit their branch to close the account. I currently live in XXXX MA. Their closest branch is somewhere in the south like XXXX Georgia. It is highly unreasonable to expect me to take an airplane just to close the bank account. What can I do in this situation? Can I just take the money out thru an online transaction and ignore the account left with zero balance?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02138
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am unable to log into my Suntrust account online. I get a message to call an XXXX number, which has a hold time of great than XXXX hours! I have tried calling them multiple times, multiple days, multiple times of days, I am unable to get thru to them. On every occasion, I get hung up on after being on hold for over an hour. I have reached to them on XXXX as well, no response. Meanwhile, I am unable to access my money!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2021, I was notified by SunTrust Bank that my checking account was overdrawn. Upon reviewing my account, I saw that a {$20.00} check that I made out to the Washington XXXX XXXX was changed to a {$4800.00} for XXXX XXXX. This check was obviously altered but was cashed by SunTrust anyway. On XX/XX/2021, I called my bank to let them know that I was a victim of identity theft at which time, we agreed that my bank account should be closed and that they would have the fraud investigated. They also indicated that the investigation would take 10 business days. At the end of the 10 days, I called again and was told that there were no notes on the investigation and my customer service rep said that she would escalate it. At that time, she said it might take 100 days. On XX/XX/XXXX, I called again and was told again that they had no information and again- they would escalate it. It seems as if there is nothing being done and no word from SunTrust ( now Truist ) on refunding not only the missing {$4800.00} but some additional monies from a deposit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20706
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I worked for American companies for 10 years and lived in XXXX for almost 7 years. Upon leaving the USA in 2012, I kept the bank account open so that in the future I could receive the monthly withdrawals of the XXXX funds, accumulated over the period worked By chance my account, which was at XXXX in XXXX, migrated to BB & T ( now Truist ). I made an agreement with the branch manager to keep the account open and leave the necessary amount so I don't have to pay any fees or expenses. I am an XXXX XXXX and finally I returned to my country of origin ( XXXX ), because I intended to retire there. I'm currently XXXX and need to move money between accounts, ie XXXX or bank-banks... I opened a formal complaint with their central, but they didn't even give me any feedback... It's amazing how this company doesn't have a form of communication by email or even an ombudsman... nor did I receive any protocol number for my complaint... that is, XXXX quality control. Surfing at internet I found XXXX XXXX XXXX, which I made a compliant there ( case XXXX ), and lately I saw that an agency like CFPB exists. Just after making a compliant in XXXX I received an email from a lady called XXXX XXXX ( client resolution senior specialist/client advocacy ), stating that they do not offer OTS Outside Transfer Service , for whom that having residence outside USA, even transfer between American banks our financial institution managing XXXX funds. See attached email. She stated that the only way to have access to my money is going to the branch what a surreal and inconsistent issue as I have XXXX even having all vaccination done ( three doses ) the Omicron is spreading to fast and it is a high risk for my life! I do not know why they can do that, impeding me to transfer online my money to another USA bank and obliging me, just going to that branch in Texas to solve that issue and having access to my money. I have bills to pay and this is imposing extra financial expenses, due to that lack of not having the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Suntrust merged with BBT and is becoming Truist. I have been a Suntrust customer since XXXX. I had signed for the signature advantage account that required me to maintain a min balance of {$25000.00} across all my accounts without paying any fees. In XX/XX/XXXX I was forced to migrate from my suntrust app to a new Truist mobile app. A few weeks later I noticed that I could no longer see my statements. I then clicked around found a link that informed me that my account was going to be migrated to a new offering effective XX/XX/XXXX that would require me to maintain a minimum of {$50000.00} fees. I had signed an agreement with Suntrust that my account minimum balance requirements would never be changed. Instead of grandfathering my agreement I have been told by Truist employees that they have had a lot of complaints along the same vein but tough luck. Corporate has told them the rules are changed and deal with it. Banking options continue to be reduced and mergers such as these instead of offering better options for consumers seems to be designed to harass and gauge clients for more fees for less service. The Truist corporation is a disastrous next step towards additional banking oligopolies that are antithetical to a healthy financial marketplace for consumers. I truly expect that CPFB can do nothing to alleviate this. As a financially aware consumer I will eventually find options for myself but I shudder to think how many unsuspecting consumers young and old will be price gauged by Truist ( what a diabolical twist on the word altruist, ugh ). What a shameful outcome.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: balance was paid before closure of banks and is not showing on XXXX systems.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30260
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have been banking with SunTrust for over 25 years and always have been satisfied with their product and customer service. Now that they are Truist, the online banking app has changed to a much more vague depiction of real time activity. Regardless, on XX/XX/22, I had a balance of XXXX. On XX/XX/22, I made 3 transactions debiting a total of XXXX and then also transferred XXXX from my savings to my checking. That would have put my balance at XXXX. However, at some point on the night of XX/XX/22, a electronic automatic bill was posted to my account in the amount of XXXX. Although that XXXX is still pending as of XX/XX/22, I have been charged an overdraft fee for every transaction on XX/XX/22 & XX/XX/22 totaling {$140.00}. I was not notified by the bank of the problem via email until XXXX am on XX/XX/22. I immediately moved more funds from my savings to cover all the fees and transactions and then called customer service at XXXX to try to resolve the matter. I spent 45 minutes on hold before ever speaking to a person, I then spent another hour attempting to get reach a resolution. I was repeatedly told that nothing could be done. This is predatory. The charge of XXXX has not come out of my account yet but Im being charged an additional {$36.00} for every transaction that actually has come out of my account. Not only do the excess fees cause financial hardship, I have now missed significant work in an effort to resolve the matter. Almost 2 hours on the phone is for nothing is completely ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/21 we processed a payment in the amount of {$4500.00} for a customer. The merchant company didn't settle this transaction until XX/XX/21, when the customer XXXXs bank declined the transaction. Merchant company didn't inform us that this transaction was not settled on time and we did not get paid by the customer 's bank, the balance is still open. We can no longer reach the customer at this time. Please help us to get paid. We never received this money and the customer 's account is currently closed.
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: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Per XXXX website states im 30 days or more pass due of {$330.00} owed to regional acceptance ( car loan company ) I called regional acceptance today at XXXX spoke with manager name XXXX XXXX who emailed me a copy of my payment history with regional acceptance for XX/XX/2021 showed paid, XX/XX/2021 showing WaiveInt ( meaning i filed for this payment to be extended moved to the end of the loan agreement ( so this isn't due ). XX/XX/2021 showed paid. so im not pass due 30 days or more with regional acceptance!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53224
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A