Date Received: 2021-12-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Spoke to a customer service representative on XX/XX/20 about removing hard inquiries that were unauthorized/put on my account without my knowledge or permission. They argued they cant remove it. Not satisfied as a customer as they should be willing to remove inquiries that the consumer knows nothing about.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32773
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We made our regular mortgage payment every month in the amount of {$650.00}. The bank demanded additional {$2600.00} in XXXX and we made that payment due to concern that the bank will keep incorrectly reporting the mortgage in default. The bank finally admitted that they caused the mistake, but did nothing to correct the problem. We need our {$2600.00} refunded back to us immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98685
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Truist Bank took over the servicing of my mortgage during the summer of 2021. They failed to pay my property taxes on time even though it's their responsibility and they require me to maintain an escrow account for this purpose. XXXX XXXX, Georgia assessed a late fee on my property tax account in the amount of {$140.00}. Truist will not provide any details about how or when this amount will be credited back to my escrow account. I am not liable for this late fee yet they paid the late fee from my escrow account. See one of the attached documents showing the late fee assessed by XXXX Co. In addition, they claim to have submitted 2 separate tax payments in the amount of {$3200.00} on XXXX XXXX, however, I am only able to see one tax payment for this amount on their website and phone app. I contacted their mortgage and online banking teams three times speaking with " XXXX '' on XXXX XXXX, " XXXX '' on XXXX XXXX, and " XXXX '' on XXXX XXXX. None of them would provide details about when my escrow account would be credited back the late fee nor could XXXX or XXXX provide me a copy of the second tax payment supposedly mailed to XXXX XXXX on XXXX XXXX. Neither XXXX or XXXX could correct the web site so I can see the second tax payment on the Truist web site or phone app. See the second attachment showing a screen shot of their broken web site that will not display the second tax payment. As the consumer paying for this mortgage, Truist has an obligation to display accurate information about my mortgage account activity. They are not providing me accurate information on their web site nor through their phone app.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I contacted the bank on XXXX to inquire about why they were processing debit card transactions when the balance was low on as I did not opt in for the overdraft protection. The transactions in question were a reoccurring debit card transaction that hit my account at different times. The representative agreed to reverse two of those and only reversed 1. The bank has processed more of these and then tacked on an overdraft fee of {$36.00} per transaction, I was charge {$36.00} on XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX with only one refunded. Asking for s refund of {$100.00}. Ive tried to call the bank multiple times in the past week with long hold times. I finally reached a representative today and was told she could not hear me, This was after waiting on hold for XXXX minutes and she ended the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98033
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked my credit report and noticed that it has been used without my consent and there was and attempt to apply for credit in my name i talked this over with these companies ' numerous times i need this investigated and removed!! XXXX XXXX XX/XX/XXXX BB & T XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19124
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: this account is fraud, i dispute this account several time and they say this is mine and isn't. please remove it from my credit this isn't mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33844
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the morning of XX/XX/2021, I received an automated email from Suntrust Bank XXXX recently merged with BB & T to form Truist ) that my checking account had dropped below {$2000.00}. Since I had just been paid, I knew something was wrong. I logged in to my account and found an image of a forged check ( XXXX ) for {$9200.00} that was made out to a name that I did not know and deposited to a mobile Truist bank account on XXXX. The original payee and dollar amount had been completely wiped from the check and replaced with a new payee, dollar amount, and a forged signature that did not resemble mine. When I saw the image of the forged check, I realized that it was one of two checks ( XXXX and XXXX ) that I think were stolen from a local USPS collection box on the weekend of XX/XX/2021. I first learned that one of the checks ( XXXX ) was missing when I received a late notice on a water bill from the country treasurer on XX/XX/XXXX. The other check never reached the payee which was a national department store. On XX/XX/XXXX, I filled out an online Stop Payment request for both checks through my Suntrust account. On XX/XX/XXXX, after I discovered the fraudulent check, I immediately called the Suntrust Fraud line and reported what had happened. I was assigned a fraud case number and told that an investigation would be opened, and I would hear back from Suntrust within XXXX business days. My husband and I also visited the local bank branch to report the fraud to one of the bankers. She put a block on the checking account and helped us move our ATM card to another Suntrust account that we are now using for checking. I also learned from the branch banker that only one of the stop payments ( XXXX ) had been processed. Unfortunately, the stop payment on the forged check ( XXXX ) and not been successful. She looked at our record and told us that the bank had called our house to check to see if I had authorized the fraudulent check. When I returned home, I checked our XXXX online phone logs and saw that a BB & T number had called our home three times on Thursday morning, XX/XX/2021. I was at work at the time, and they did not leave a message. Since XX/XX/XXXX, I have repeatedly called the Suntrust XXXX line for updates. For weeks, I was told that the investigation had not begun. I asked that the claim be expedited, and the customer rep told me that she would make the request. I also filed an online police report on XX/XX/XXXX and received a letter from the police on XX/XX/XXXX that they are not going to investigate the crime at this time. I assume this is because the bank is supposed to be conducting an investigation. I filed an online report with the USPS on XX/XX/XXXX and received an automated email in response. On XX/XX/XXXX, I received a phone call from a Suntrust fraud investigator who said she had come across my forged check in an investigation that she was working on. She asked me to confirm that the check was not signed by me, and I confirmed that I did not write or sign the check. She told me that she couldnt help me with my claim but would put a request in my record that my case be expedited. My branch banker has also made a number of calls to the Fraud department on my behalf to ask for updates and that my case be expedited. She and I both have been told by customer service that my check has been determined to be fraudulent. However, the customer rep answering the Fraud line said the investigation would continue in order to ensure that I would not be held liable for the forged check. I last called the Suntrust Fraud line on XX/XX/XXXX and was told that someone was working on my case, but I could not speak to the investigator and I could not be given a timeline for resolution. My local banker was told the investigation could take three to four months, and it was not clear that my money would be refunded. On XX/XX/XXXX, I sent an email to the Truist Client Relations department with a complaint about how my case is being handled. Someone from Truist called me on XX/XX/XXXX with the name of a case manager assigned to my claim. After leaving voicemails and sending an email, I received an email from the case manager on XX/XX/XXXX. She told me that there was a delay in processing my claim due to a higher than usual volume of claims and referred me to the Fraud line for further updates. I am very disappointed in the responses that I am receiving from Suntrust and Truist. Its clear that someone at Suntrust suspected that the check was fraudulent but did not exercise due diligence in trying to reach me. My home phone, work phone, and email address are all on file with Suntrust, and Suntrust regularly sends me email. Ive been told by a customer service rep who answers the Fraud line that the bank knows the check is fraudulent, but I have never been contacted by the investigator who is supposed to be working on my case. I am out a great deal of money and do not think it is right that the money has not been refunded. I hope you can help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I've had my account locked, I tried resetting my password with all correct credentials no luck, called and waited XXXX to finally get a link to reset my password only for it to tell me my credentials are incorrect despite the rep on the phone verifying all was correct, now on phone waiting over an hour to get a rep again! This is ridiculous people don't have all the time in the world to mess with this XXXX at most I can see waiting 20 minutes but 1 hour is insane! I just want to pay my bill that's due the XXXX! I can't call it in because they only do online billing!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home insurance company ( XXXX ) claims ( as of XX/XX/XXXX ) that I have not paid for my home insurance because the bank ( Suntrust, now Truist after merger ) managing my mortgage and escrow sent a " bulk check '' with 60 different mortgage holders on the check, and the insurance company is/ has been unable to connect this bulk check to my insurance account. The check was sent from Suntrust, now Truist, to XXXX on XX/XX/XXXX. The due date from my insurance company was XX/XX/XXXX. Suntrust, now Truist, believes they have paid the escrow, while XXXX believes they have not. I and possibly 59 other mortgage holders are caught in between. The bank claims they can not confirm whether or not the insurance company has received the check until 30 days after issuance of the check by the mere fact it was a bulk check and the insurance company is given 30 days to process it. I have no idea if this is a true statement, whether there is a financial law or regulation making it so. But because of this delay, this automatically means escrow payments will be late in the eyes of the insurance company. My other concern is the bank will do the same for my property taxes. XXXX has extended my grace period for one month, though because of the holidays, this gives me maybe 2 or 3 days to resolve the problem. I shouldn't have to be the one to resolve it. Suntrust, now Truist, gave me the check number, the check amount, and the number of names on the check on XX/XX/XXXX. They claim that they can't check whether the check was cashed until XX/XX/XXXX. XXXX at XXXX was the point person at Suntrust, now Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2021 a hard XXXX for XXXX XXXX XXXX ; t was made that was not me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A