Date Received: 2022-01-10
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/XXXX, a fraudulent check was cashed on my checking account with SunTrust Bank. I called the Fraud Department at the bank. They froze the account and directed me to a local branch. I went to the branch office. They transferred the remaining money in my checking account to a new checking account. They indicated to me that the investigation could take up to 15 working days. Today is now XX/XX/XXXX, and the bank continues to tell me that their investigation is ongoing. They never call to give me an update on the investigation. I am being treated as the criminal here. The amount of the check was {$6500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 371XX
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I redeemed a rewards card from BB & T my local bank from my credit card account points earned. I received the card on XX/XX/XXXX via fedx in the amount of XXXX dollars. I had planned to use the card during the holidays. When i tried to use the card it was declined. I called the number on the back of the card and was told the card had been used for XXXX dollars on XX/XX/XXXX at XXXX XXXX XXXX in XXXX NY. The card had never been out of my site so how could someone have used it. The bank rep told me there was nothing I could do and that I in fact would lose the money. I looked up the company and have left XXXX messages there to see if I could find out who could have used the card but of course no one calls me back. I can not believe that there is no protection for the customer of a bank therefore making rewards cards unsafe to redeem. Please help. Thank you. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27804
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I AM A VICTIM OF IDENTY THEFT. Specifically, on XX/XX/XXXX. 2021, 4 accounts were fraudulently opened at SunTrust Bank, now TRUIST, in my name with ZERO balances and were immediately overdrawn by {$100.00} - {$200.00} each as cited herein : XXXX ( CHECKING ACCOUNT ) - {$130.00} XXXX ( CHECKING ACCOUNT ) - {$120.00} XXXX ( SAVINGS ACCOUNT ) - {$170.00} XXXX ( SAVINGS ACCOUNT ) - {$160.00} I became aware of this matter on XX/XX/2021 upon written notification from SunTrust requesting I re-pay the overdraft amounts. I notified SunTrust on XX/XX/2021 that I had become a victim of identity theft and I filed an Identity Theft case with them as well as with IDTHEFT.GOV. On XX/XX/2021 SunTrusts Fraud Department provided me with written notification that I was NOT responsible for any of these account transactions. Sun Trusts Customer Relations Department provided me the same release of liability by letter dated XX/XX/2021 wherein I was assured that all 4 accounts had been closed as of XX/XX/2021. Sun Trusts statements in the aforementioned letters of XX/XX/2021 and XX/XX/2021 were clearly false and misleading. Specifically, I was subsequently notified ( in writing ) by XXXX XXXX, a debt collection agency, on XX/XX/2021 that at least one of the cited accounts ( XXXX ) had been turned over to them by Sun Trust for collection of {$160.00}. In response, I took the following actions : - I provided XXXX by certified mail the XX/XX/2021 and XX/XX/2021 letters from Sun Trust releasing me of liability. I also requested copies of all documentation received by XXXX from Sun Trust relating to this matter. XXXX has NOT complied with my request to date. - I notified Sun Trust that, contrary to their earlier assurances, this matter remained unresolved and I provided Sun Trust a copy of the XXXX letter. By letter dated XX/XX/2021, Sun Trust assured me ( again ) that they had notified the collection agency to cease all collection activity for all 4 accounts. As before, Sun Trusts statements in their XX/XX/2021 letter were clearly false and misleading as I received a second collection letter from XXXX dated XX/XX/2021 ( account XXXX ) requesting I pay {$150.00}. I am filing this complaint to stop the harassment from Sun Trust and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2022-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: XX/XX/2021. I was sleeping at a buddys house for a XXXX party an someone stole my whole wallet with my SS card in it as well as my debit card an ran me XXXX $ in the whole with Truist banking
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29625
Submitted Via: Web
Date Sent: 2022-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Basically got a check for death benefits and deposit it and it bounced and they closed my account cause of they said a fraud check. I would never do it on purpose. It was truist bank of XXXX XXXX. I believe it was a good check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27870
Submitted Via: Web
Date Sent: 2022-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The loan closed on XXXX XXXX I was told the funds would be wired. Part of the loan agreement was for a previous loan to be paid off. It was paid off but not until XXXX XXXX. so for 20 days I paid interest on two accounts I called several times and was told that the Payoff would be backdated to the origination date of the loan. That did not happen. I was also charged a wire fee of {$20.00} from bank to bank ..and these are two banks that are sister banks. Theyre both coming under the umbrella of Truist ..bbt and sun trust The loan payoff was not wired it was sent by check therefore it went into the mail
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2022-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Monday XX/XX/2022 - XXXX am : Received a text that stated it was a Truist Alert asking if we attempted a transaction with XXXX XXXX in the amount of {$430.00}. If yes reply 1 if no reply 2. We had not attempted this transaction so I replied with 2 for no. A follow up text shortly after stated that a representative would be in touch shortly. - XXXX am : I attempted to contact Truist through their XXXX customer service number as I wanted to follow up on the text I received. After 3 attempts ( XXXX & XXXX being the other 2 calls ) I was not able to speak to a representative as I was unable to make it past the automated prompts. The automated prompts were asking for either the last 4 digits of my social security or tax identification number. I provide the last 4 of my social and PIN number but when ask to verify which account I was calling in reference too, I was unable to do so as the last 4 digits of the accounts that were being offered didnt match any of the ones on our account. I then decided to contact the local branch office located in XXXX VA on XXXX XXXX XXXX XXXX. - XXXX am : Contacted the local Truist branch ( XXXX ) XXXX XXXX spoke with a lady named *****. I explained the text I received and that I was following up to verify that everything was ok and that our bank cards were still active. She stated that she didnt see a charge or pending charge for that amount and that everything looked in good working order. I then assumed it was handled and everything was ok. - XXXX am : Looked at my cell phone and noticed I had 2 missed calls from Truists customer service number ( XXXX ). Being concerned that there was still an ongoing issue I immediately dialed the number back. - XXXX am : While on the outgoing call to Truist I received a call from Truists customer service number on my other line. I ended the call I was on and answered the incoming call from them. I spoke with a man who advised me that there had been attempts to get into our online account and also discussed the {$430.00} transaction that we did not make. He stated that our cards would have to be replaced and that he would provide us with a temporary password so that we could access our online information while everything was locked for investigation. I was advised that the new cards would be coming by XXXX XXXX and that there was a fee but they were waiving it. I did tell him that BB & T did not charge us when this happened before but he stated that Truist handled things differently. The call was slightly muffled and broken at times, and he placed me on hold a lot, so it made it hard to follow what was being said, but I just figured it was because people work remotely now. He never requested any information such as a password or social security number so it didnt really trigger any concern. I gave him an email address and last 4 of our tax identification number ( Truist requests this when you call ). He then stated that we would be receiving a few notifications to our devices by text and email and that he would need the codes that came through to authenticate what we were doing. The texts and email with the codes came through and the email looked like others we had received so I proceeded to read him the codes. At this point Id been on the phone with him for close to an hour. He gave me the temporary password and just said that we would need to use that next time we logged in. We decided to wait until another time to set all that up as we were at work. The call was ended 1hr and 10 minutes later. - XXXX am : Husband called local Truist branch, while I was still on the phone, after the phone call was taking quite some time. He just wanted to make sure that it was ok to be talking to someone since they had earlier stated to me that they didnt see any problems with our account. He spoke with ***** of the local branch who verified with him that the number calling was indeed there main customer service line. She then stated that it very well could be their fraud department and didnt see any reason for concern cause she just may not be able to see the issue on her end. XXXX am : Husband was contacted by the local Truist branch and spoke with ***** again who stated that the call I was on, and concerned about, seems to be suspicious. Immediately my husband checked our accounts on his mobile app and saw that almost all of the money in our 3 accounts had been removed. Since this appeared to be a breach to our online account with all of our information, it was decided that it was best to lock all of our accounts. This would mean that we would not be able to access any of our funds at this time and had no answers as to when we would be able to as the fraud department now was handling this. - XXXX pm : My husband makes many attempts to contact me. Once he reaches me he explains what happened and advises me to get in touch with Truist and find out more information from the fraud department and when we will be able to access our funds. - XXXX pm : I attempted to contact Truist and reach anybody that could provide us with information on this investigation. I was unsuccessful after 5+ hours of waiting on hold on the phone. - XXXX pm : Husband was contacted by the local Truist branch and was advised that we needed to file a complaint online with the FBI XXXX online fraud investigations department. It appeared that who ever contacted me had fraudulently wired the money out of our account. They stated that an investigation was initiated and that we were to wait to hear from them. No time provided as to when. - XXXX pm : Fraud department contacted my husband ( XXXX ) XXXX and provided case numbers. We were advised that these numbers would be required when trying to speak to anyone about our accounts due to them being locked. They then stated they were working on things and would be in touch. Again nobody provided a timeline or any information on how they intended to help us, their customer retain access to our funds while the investigation was ongoing. - XXXX pm : I filed a complaint online with the FBI as requested. Tuesday XX/XX/2022 - XXXX am : Started trying to contact the local bank branch. Unable to contact them as they werent opening until late do you weather conditions. - XXXX am : I was contacted by ***** from the FBI XXXX department to go over the complaint I had submitted to them concerning this matter. He went over some additional information I needed to obtain from the bank for his records. I advised him that I had been attempting to contact them and as soon as I could get a hold of someone at the local branch I would try to provide all the additional information he needed. - XXXX am : Finally got in contact with ***** at the local branch who had been working on this with us and advised her that I wanted to come in and get some additional information for the FBI. I also informed her that I wanted to find out more about our legal rights under Regulation E and FDIC. She said she would be available in XXXX minutes. - XXXX am : I arrived at the bank and spoke with ***** who informed me that she had good news and that our funds were now released and available. She provided a printout of this for our records. We discussed options for retrieving the funds since our accounts were breached and locked. We decided it was in our best interest due to ongoing issues of fraud weve encountered with BB & T/Truist that we just remove the money from their establishment and place in an account with another bank. She advised that I could not authorize the closing out of the accounts and that my husband would have to come in and do so. My husband promptly went to the bank branch and closed out the accounts. He was issued a cashiers check and cash for the amount of funds we had in all 3 accounts, minus the amount we needed to leave there to cover our pending transactions. I then proceeded to place this money into a new account at XXXX XXXX. We assumed this was all cleared up. Wednesday XX/XX/2022 - XXXX pm : I received a call from a ***** that said he was from Truist calling from ( XXXX ) XXXX. He stated that we should have never been able to close and remove the funds from the accounts, as they were never available, since the fraudulent wire transfers had been successfully completed and they had not completed their investigation. He advised me that those accounts were now in the negative and that it was our responsibility to return the check and cash they issued us. If we did not do so then the accounts would remain in the negative. I asked him that if the funds were put back into the accounts what access would we have to them? He stated that we would be at a {$0.00} balance since the fraudulent transactions had been successful. I asked him about what type of protection they were going to provide us since we were the customers and had done everything theyd asked. He told me he didnt have answers for those questions as he was limited to information on this issue due to just being informed. I told him that was unacceptable. He asked if he could do some research and call me back. I told him to tell me when I could expect to hear from him on this and he didnt have an answer for that. He then said he would make a phone call and call me right back. - XXXX pm : ***** from Truist called back. He stated again that our only option was to return the funds to them or our account would be negative and they would have to submit it to collections. Advised him that this was just simply not an acceptable answer as this was their error and we did not do anything wrong. My husband arrived home and took over the call and got told the same information. My husband informed him that we would cooperate with them in any way but the funds were staying where they were due to their error. Friday XX/XX/2022 XXXX pm : Truist canceled the cashiers check provided and deposited to us three days prior, and the funds were removed from our XXXX XXXX account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 244XX
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I am a customer of XXXX bank and payment order for XXXX XXXXon XX/XX/2021 and was debited from my account on that date later it was rejected not the cause for that but it was never credited again in the account and the bank does not give news despite the claims. I am not a national and I find it very difficult to understand and communicate.attached information Account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX or XXXX XXXX
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: 2022-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On or about XX/XX/XXXX a teller in XXXX ( I rarely go to XXXX ) entered a hold to offset a deposit on someone else 's account. In entering the hold, she mistakenly typed in a " XXXX '' instead of a " XXXX '', and the hold was placed on my account in error. Mistakes happen, that is understandable. However, as a result 2 items were rejected on my account. I was charged 2 x {$36.00} in " returned item fees ''. After spending 2 hours over a week on the phone with the bank, they reversed these two " returned item fees ''. However, they refuse to credit me for the charges from the merchant who the items were returned to. The merchant charged me {$25.00} for each item as a " redeposit fee ''. The bank told me I needed to go to the branch, get paperwork, and then go to the merchant and ask the merchant to refund that fee. If this were my error, I wouldn't mind doing that. However, it wasn't my error. Truist put a @ {$250000.00} hold on my account that was 1 ) an error, and 2 ) had nothing to do with me. The least that they should do is cover those bad check fees charged by the merchant. My expectation is that they also contact the merchant and explain that this was an error on their part and apologize on my behalf. I don't want my 800+ credit scores damaged by a bank error. The " returned item '' fees were charged on XX/XX/XXXX and were refunded on XX/XX/XXXX. The merchant charges for the bad check were made on XX/XX/XXXX. I spent about an hour on the phone around on XX/XX/XXXX to find out what happened. At that time I was told that the " returned item '' fees would be taken care of. I called back on XX/XX/XXXX when the items were still appearing on my account and had to spend XXXX minutes on the phone before that part of the problem was resolved. The merchant charges are still not resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27606
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was divorced several years ago and my ex took possession of our home. The mortgage was in his name and was/is being held with BBT/Suntrust/Truist. My ex was a veteran so this was a VA loan. In late XXXX in court my ex signed the home that was 2 years behind on payments over to me. I paid the {$20000.00} which was owed. This check was cashed by XXXX on XX/XX/XXXX. This brought the home current and up to date and satisfied the foreclosure. All was good at this point. I began the process of refinancing the home in late XXXX or early XXXX. When the new financial institution tried to get a payoff amount I noticed a difference in the amount and what it should have been. I contacted XXXX and tried to find out why I was being charged nearly {$800.00} more than I should have. I questioned them about these fees which they tried to explain {$300.00} and some off as escrow being in the negative. The escrow was NOT nor has been in the negative. When I told this to the man on the phone with me he stammered and stuttered and then said this amount had to do with the fact the home had been in foreclosure. I again said " no, I have already satisfied the amounts for the foreclosure '' ... The man then quickly ended our conversation. He could not tell me why I was being charged anything. He disconnected the call. My latest statement shows I am being billed for an appraisal, which I don't know when they allegedly performed. The appraisal didn't happen after I took possession of the home and I 100 % know this as I changed the door locks and I placed a new lock on the gate to the property. The appraisal fee is {$520.00}. My issues is with their ever changing amount and the appraisal fee. I understand some of the fees are taxes ( no problem ). Again, they never did a complete appraisal after I took possession of the home as the locks were changed XX/XX/XXXX and prior I took care of all charges related to the foreclosure with the {$20000.00}. They also haven't given me a date as to when this appraisal allegedly took place. They show when the fee was assessed ( XXXX ). On XX/XX/XXXX Suntrust/Truist/BBT cashed the check which brought this current taking this out of foreclosure. If the appraisal in question took place after XX/XX/XXXX why should I be responsible for this? I have requested the date the appraisal took place and have not received an answer. Without this information I can not determine if this charge is valid ( which I don't believe it to be ) Also, Just so you're aware XXXX XXXX ( the man I was with at the time ) was on the court document stating he could also receive information on this home. Calls were ended due to XXXX speaking with me in the background even though I explained he legally had the right to this information as well. As of XX/XX/XXXX, neither myself, my attorney covering the closing on the refinance, or the banking institution I'm going with to cover the new loan can get a payoff amount or balance from BBT/Suntrust/Truist and this has been going on for nearly a month holding up my ability to refinance this home and take it out of my ex husbands name. Thank you,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 243XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A