Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my second complaint against Suntrust/Truist bank XXXX My first attempt ( complaint number XXXX ) was not resolved. I have been trying for nearly a year to get the unnecessary PMI removed from my mortgage. The response by Suntrust indicated that I must send in a written request, along with a check for {$100.00} to cover the cost of a Broker 's Price Opinion. I sent in both of those items on XX/XX/XXXX, and to date I have received no response from the bank. It's clear that Suntrust has no intention on giving up my involuntary $ 170 monthly donation of to their bank. If I had the money to sue, I would, but the CFPB is my only chance at forcing this bank to do the right thing. We initiated this process in early 2021 and they refuse to respond. We have called, gone in person, sent secure messages ( at their direction while on the phone with them directing us ), and have had them directly give us incorrect information and then laugh about it when we tell them we followed it ( why would you send us a secured message, that's a joke, we don't look at those ). They are making money on refusing to respond to this. We want them to have to give us back our PMI all the way back to XXXX 2021 from the time they should have responded. We have offered to pay for the broker 's opinion that is needed. We are NOT asking for the automated statutory PMI process to have the PMI drop - that was another excuse they gave us for delay. After 6 months of asking they sent a letter saying we had asked for that and we didn't quality- NO. We are NOT asking for that, nor have we ever. We quite literally have been asking for the independent broker 's value opinion. We want them to send an independent broker out to get their independent opinion- as is required - on the value of the home RIGHT NOW, so that the PMI can go away that we should not have to be paying every month. This bank is avoiding and lying to us on purpose and we need help. Please help, thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29412
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX, XXXX XX/XX/2021, XXXX XX/XX/2021 Several inquiries were reported and placed on credit report without knowledge to the consumer that credit checks were being acquired. None of these inquiries resulted in established open accounts. Requests to have these inquires removed have been ignored by the companies and credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36109
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I can not get some details from my bank, but on or around XX/XX/XXXX, someone ( not me ) opened 2 accounts in my name at BB & T ( now Truist ) Bank. I do not know what type of accounts these are, but I assume they are not credit accounts because they have not shown up on any credit bureau report. They may be checking or savings accounts. At some point, these 2 accounts went into default for amounts {$130.00} and {$180.00}. My business checking account ( which I legitimately opened more than 2 years ago ) was offset for the amount that was owed on these defaulted accounts, which is when I found out they existed. At no point was I made aware of these by BB & T, even though the address that was used to open the account was one of my previous addresses ( over 3 years ago ). I have filed a report with BB & T, but the resolution estimate is more than 4 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42301
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I'm trying to sell my XXXX XXXX XXXX bought on XX/XX/XXXX at the XXXX XXXX XXXX to XXXX XXXX for which they offered me {$18000.00}. The amount owed on the car By Regional Acceptance Corp. {$20000.00}. With a Extended warranty and GAP cancellation refund of {$2900.00} which would be applied to the principle bringing my amount owed to around {$17000.00} allowing me to sell the car and have the title released. I had known about being unemployed ahead of time and was just trying to sell the car to get rid of my debt. I didn't want to be late on any payments and just wanted to pay my debt off the XXXX. Extended Warranty and GAP Coverage Refund check issued by THE XXXXXXXX XXXX XXXX for {$2900.00} to Regional Acceptance Corp. There has been XXXX checks lost and XXXX check delivered via XXXX XXXX and signed for. Third check still can't be accounted for or applied to the account. Events ( dates are my best recollection and events are described to my best ability to remember ) XXXX XXXX, XXXX I canceled extended warranty and gap coverage at the XXXX XXXX in the amount of {$2900.00}. From my knowledge the check was sent to XXXX around XXXX - XXXX to Regional Acceptance Corp. ATTN : Dealer Product Cancellations XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX, XXXX I contacted XXXX about the check and was told no check has been found and was instructed to have the check canceled and resent. Also was instructed to have a picture of the front and back of the check as to make it easier to locate. XXXX XXXX - XXXX, XXXX I contacted XXXX a multiple times via phone to inquire about the check again. I still received the same response after several calls, multiple hang ups by regional and automated messages. XXXX XXXX - XXXX, XXXX Reached the accounts manager at the dealership. She cancelled the first check and reissued a second for the same amount and sent VIA XXXX ( no tracking ) to Regional Acceptance Corp. ATTN : Dealer Product Cancellations XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX and was told give XXXX to 10 days for delivery. Also XXXX mailed me copies of the check with all account information. XX/XX/XXXX - XXXX, XXXX Waited 10 days or more and contacted regional several times, spoke with several represenitives via phone and email. The mail contact was XXXX and still has no results in the check and company was very lazy in contacting me back. Once contact via phone was established the employee suggested I send the check back a 3rd time via XXXX XXXX with signature required upon delivery and I agreed. XXXX XXXX - XXXX XXXX, XXXX Attempted to call various phone numbers of Regional Acceptance and spoke with around 5 different people about my situation and still no change. Regional Acceptance also assured me that the address of " Payment Processing ATTN : Dealer Product Cancelation - Regional Acceptance Corporation XXXX XXXX XXXX XXXX XXXX XXXX NC. XXXX " Was the proper address. XXXX XXXX. XXXX The account manage reissued the check for a XXXX time and had it sent via XXXX XXXX with tracking number which was shipped on XXXX, XXXX to " Payment Processing ATTN : Dealer Product Cancelation - Regional Acceptance Corporation XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX XXXX ". XXXX XXXX, XXXX XXXX XXXXXXXX 's website said package was delivered and check and was for by a XXXX XXXX. XXXX XXXX - XXXX, XXXX I allowed plenty of time for check to be processed and nothing reflected on my account yet so I called XXXX again at there NC XXXX. The employee on the phone was told about the situation and she took note of all my information on the check, I also sent them copies of the checks and other documentation. She then forwarded all info to her supervisor or a specific dept.to look into and have the check applied to my account. Between 4 and 7 days later I finally received a phone call notifying me that without a picture of the back of the check nothing can be done. XXXX XXXX - XXXX, XXXX I contacted them a second time that week and told another employee of my situation and this employee told me that check should have been sent to a completely different office in another state. I think she said XXXX NY but im not 100 % sure. By that time I was utterly furious they have no recollection and have lost a 3rd check. XXXX XXXX, XXXX. Called XXXX XXXX Central time. Contacted XXXX again and spoke with a lady, she pulled up my account and forwarded me to another office or dept. where I was on hold again for over 10 minutes until we lost connection. Still nothing has been applied to my account. No one has called me back. all i wanted to do is sell my car. I feel like this is a tactic being used by XXXX to keep me in the contract of the loan as long as possible to as to make as much money from the interest on the loan or until the car can be repossessed. This has been nothing but a very stressful situation for me, effected my credit im sure and put me in a losing situation. I've been trying to make this right since XXXX XXXX, XXXX ... how hard is it to give people money??? Now my call has acquired more mileage and the sale value has dropped to the point where even if the {$2900.00} is applied I will still be upside down on the car and can't sell it to XXXX XXXXXXXX. Also I have been unemployed for the last couple months and just can not afford to pay for the car anymore which XXXX has been told this countless times since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 427XX
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This complaint stems from several years of attempting to get customer service equal to that given to able bodied individuals from BB & T bank, now Truist. Based on both the lack of support for XXXX customers who don't use voice telephones or TTYs, I decided to close my accounts prior to the merger of BB & T and SunTrust. Unfortunately, I was told that I would either have to obtain a notarized letter to close the accounts, or physically go to a bank. Both of these options are not possible for me given we are in a pandemic and I am XXXX XXXX. As I created some of these accounts completely online, I should be able to also close them online. Of course, BB & T has continued to charge me fees associated with the accounts. I have written through the online portal many times, requesting escalation to the bank 's XXXX coordinator, or to their general counsel 's office. Instead, I receive the same canned responses about how they are unable to close my accounts without taking risks with my health. But now, Truist seems too have removed the option to even initiate emails through the portal, and I seemingly have no way to get support from the bank that is holding some of my funds.
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: 2021-12-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I attempted to pay for my child 's school online and included the routing number available from my checks issued by SunTrust, my payment was declined as a " bad check. '' I contacted the school and was told the issue on their end said bad routing number. I logged on to the online banking system ( SunTrust rerouted me to Truist ) and after searching on the Truist website, I learned the routing number changed ; however, I was never made aware that the routing number would change nor have I been provided with new checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32401
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My insurance company has uploaded insurance verification to Truist three times. I keep getting letters that say that I do not have insurance. I have tried calling but wait times at over two hours even though they announce 30 minutes. After an hour or two they system cuts you off and you have to start over. Today I went to the local branch and no officer would speak to me about the problem. I left a copy of the XXXX Page that show Truist as a named on the policy with XXXX XXXX at XXXX. I tried calling the number listed on their SEC filings but it is an auto attendant that will not let you get to a human. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37934
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I was doing a counter transaction at my bank when a sales rep approached and solicited me for a new credit card with a 5 % cash back for gasoline. I decided to consider the offer, but before all of my questions were answered about the card, such as if the deal was promotional ( which it was ), the account was opened without any written disclosures or my signature, all occurring in about 5 minutes. I was not told this was a promotion and the rep said she could not stop the opening of the account, but I could accept the card, use it once and then close it. Clearly, this rep would only be compensated if I used the card, which I will not do. I was able to speak to a telephone rep who told me she could not close the account because " the card number is not fully built yet. " I would need to call back next week. It is next week and my efforts to close the account were unsuccessful due to wait times for a rep on the phone and on their chat platform of over an hour. The account remains open.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Good Evening, I am reaching out to you regarding a recurring issue with our account. Since we have opened our account with Suntrust, we have continuously been treated as " suspicious ''. We are a reputable business with a strong clientele. However, due to the way we have been treated by your institution, it is starting to affect our reputation. We deposited over XXXX XXXX at your bank this year alone. We are paid by customers, but mostly insurance companies. Over the last two months, we have had every check we deposit put on hold for up to 15 days, and is affecting the way we conduct business. I have had to tell customers and vendors alike, they have to wait before depositing their checks, due to Suntrust holding our funds. Our business doesn't stop having expenses in the meantime, which have cost us {$1400.00} in overdraft fees and bounced checks this month alone. This is not only embarrassing, but extremely frustrating. We have 3 other banking institutions that we do not incur these issues with. If you look in our file, last year we had an issue with one of your branch managers who told our customer that we were probably " XXXX XXXX '' and " suspicious ''. This obviously sent my customer into a panic and we lost her contract. We contacted the XXXX, CFPB and our attorney. During our time filing a lawsuit, the expenses that we would incur from attorney costs were too grand for us at the time and would outweigh the price of the contract we lost. It wasn't worth the trouble. Of course, no one from the bank gave us any time of day outside of a scripted " sorry for the inconvenience '' and that was that. At this point, we need answers. We need some sort of rectification for constant discrimination for suspicious activity outside the fact that we are XXXX. Please get back to us A.S.A.P with a plan of action. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX XXXX XXXX Please see correspondence below for previous issue, From : XXXX XXXX Date : XX/XX/XXXX at XXXX XXXX XXXX To : XXXX Subject : Complaint about discrimination at bank Suntrust Branch XXXX XXXX XXXX XXXX XXXX, GA XXXX Hereinafter known as " Suntrust '' Branch Manager at Suntrust XXXX XXXX Hereinafter known as " XXXX '' XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX Hereinafter known as " XXXX XXXX '' Head Teller at XXXX XXXX " XXXX XXXX XXXX XXXX Managing Member XXXX XXXX XXXX XXXX XXXX Hereinafter known as " XXXX '' On XX/XX/XXXX after realising that our business check had been deposited into the incorrect account at the drive-through, I called the Suntrust XXXX number. I was eventually transferred to XXXX at the original bank that I opened my personal account at, which is very far from where we now reside. Eager to get the mistake corrected, XXXX stated she was able to assist after letting me know the check would be on hold until XX/XX/XXXX ( Month and a half hold. ) She stated she would withdraw the check from my personal account and redeposit it into my business account. During that time both accounts would be inoperable and overdrawn. On Friday XX/XX/XXXX, XXXX debited my personal account and posted them with temporary hold to my business account. On XX/XX/XXXX, XXXX reached out to me in the morning to tell me the check didn't clear the business account and the only way to rectify this situation is for Suntrust to take out the check and reissue it to the customer. Obviously, this is a huge inconvenience to us as a business, but this customer we are dealing with is under contract with us for construction and her house is torn down for remodeling and can not afford to lose time. XXXX suggested that we drive down to XXXX to pick up the check in person, so I sent XXXX down to XXXX to pick up said check. Once at the Branch, he is left outside waiting with no answer for 20 plus minutes. Eventually, XXXX comes to the door and gives instructions on what to do with the check. XXXX notices the check is written to XXXX XXXX and not to the customer and proceeds to ask XXXX if that will cause an issue at the Bank. XXXX states that it should not be an issue and that if there is an issue that arises to reach back out to her. XXXX drives to our customer 's home and gives her the check to deposit back into account and asks the customer to either have the new Cashier 's check written out to XXXX XXXX XXXX XXXX or do wire transfer, either way we need cleared or certified funds to proceed with work. Customer agrees to just do a wire transfer because it is " too frustrating '' for her. On XX/XX/XXXX customer calls XXXX XXXX to make an appointment to come in and Deposit check and do wire transfer. They state on the phone that they are unable to assist with cashing the check made out to XXXX XXXX and that the check should be made out in the customer 's name. Frustrated the customer reaches out to us and in turn, we reach out to XXXX. XXXX calls over to XXXX XXXX and asks for a Branch Manager. She is then told by the teller on the phone that the Branch manager is not in the office and the next in charge is the Head Teller XXXX. XXXX then calls XXXX back to tell him our customer is " good to go '' and XXXX will assist from there. Customer then proceeds to enter XXXX XXXX XXXX to meet with XXXX ready and willing to wire funds to avoid further delays on the home project and avoid further aggravation. XXXX proceeds to tell the customer that " Suntrust Branch Manager ( XXXX ) stated that there were " weird '' transactions in our personal and business accounts, we are attempting to EVADE taxes, and probably XXXX XXXX. '' As well as, " we deposited the check in our business account in order not to declare taxes and that we were flagged with the IRS and the bank. '' XXXX then states to the customer not to do a wire because there will be no " paper trail '' and to write out a check from their personal account written out to the business in order for them to track the money, and the next day XXXX could come in and " cash '' the personal check written out to XXXX XXXX XXXX the next day XX/XX/XXXX and told customer to have XXXX " Come see her ''. The Customer is visibly shaken up from conversation and calls XXXX to state her interaction at the bank and is very weary of conducting business with us but still proceeds to give us a personal check. today, XX/XX/XXXX, XXXX goes to XXXX XXXX XXXX to speak to XXXX and to " cash check '', XXXX is on vacation for 5 days. XX/XX/XXXX Customer cancels contract.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: I took this loan out with Regional Acceptance Corporation in XXXX and it was to pay off in XXXX of XXXX. I have requested a few extensions but when I look at my balance I owe more now then when I took the loan out 7 years ago. I purchased the car for {$14000.00} and to date I owe {$16000.00}. I dont understand how this is possible that i have been making payments for 7 years and i still owe this much. The interest rate of 26 % is doubling everything i originally owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A