Date Received: 2021-11-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX, 2020, I applied to refinance my home mortgage at XXXX XXXX XXXX XXXX ) XXXX, XXXX. I had previously refinanced my mortgage on XXXX prior occasions with BB & T. I sought to refinance to go from a XXXX year mortgage to a XXXX year mortage. I would also lower my interest rate which meant my payment would decrease by over {$800.00}. My house is valued over {>= $1,000,000}. Yet I only sought to borrow {$280000.00}. My verified assets are over {>= $1,000,000}. In addition to my house, I own XXXX other properties free and clear. When I initially applied, I provided BB & T with all of my financial information, including my thrift savings account, which now exceeds {>= $1,000,000} and brokerage accounts approaching {>= $1,000,000}. My current mortage on my house is less than {$280000.00}. I do not have a mortage on my apartment building or another house. BB & T likewise has XXXX years of tax returns and several weeks of pay stubs. During the first XXXX months, BB & T asked that I verify that I did not have a mortage on the XXXX properties, something they never asked for in the past. I repeatedly asked how can I prove it. BB & T never told me how to do that. On XX/XX/2020, after XXXX years, XXXX months, i retired from XXXX. I provided BB & T my retirement estimates, which turned out to be fairly accurate. Nevertheless, BB & T wanted income verification. However, because of the pandemic, the government could not provide that information. I subsequently received my pension verification several months later. During the interim, for the first time,, I was denied my loan BB & T was able to determine that from my credit report, which it had and going on line. after XXXX months, BB & T changed ask for income verification. Unfortunately, with the virus, I was unable to provide the information. BB & T then rejected my loan. At every step of the process, I asked what more i could do. In the end, I guess i am not the type of person BB & T wants to deal with. Always timely with payments and a XXXX XXXX over XXXX. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX application number XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX, XXXX XXXX, 2021, I closed on a refinance with a local XXXX union. My original mortgage was owned and serviced by Suntrust Bank ( or now known as Truist Bank ). I decided to move from Truist Bank to the local credit union due to the credit union having better rates and service. This credit union disbursed and paid out the rest of my loan balance with Truist Bank on XXXX XXXX XXXX, 2021. Prior to the closing and refinance on XX/XX/XXXX, I called Suntrust to inquire about how an escrow balance refund was handled. My escrow contained roughly {$XXXX} at the time. The Suntrust officer reassured me ( via phone ) that the escrow balance would be refunded in full within XXXX days of the closing date- with the amount being mailed as a check to my home address on file. I called Suntrust again on XX/XX/2021 to notify them that I had still not received my check in the mail, and to request a re-issuing of the check. The agent on the phone told me that the previous agent was incorrect with the supplied dates, and that I would need to wait until at least XX/XX/XXXX before the bank would attempt to re-issue a check. I also suggested to the agent that they could cancel the check that was supposedly sent, and instead, I could come into a branch with ID to physically pick up a check equal to my escrow account balance total. That was denied. I also asked if the check sent had any tracking information on it, so that I could at least know when to expect it ( or report it lost in transit, whenever necessary ), and that was also denied. At this point, it has been over a XXXX since my refinancing and closing date with another institution. I no longer have an account with Suntrust / Truist Bank, and can no longer use my previous accounts with Truist, as they remove access once the loan amount is paid off. I don't have access to the money that was in my escrow account at Truist, I am denied any requests to re-issuing a check, and whenever I call the Truist help-line, none of the agents are able to tell me where the money is or how I can get it. They just tell me that I need to wait until an ever-changing amount of time has passed before they restart the process over again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I opened a checking account with XXXX XXXX in XXXX, which was taken over by BB & T and now Truist. A XXXX year contractual agreement. During that time I added a savings account, credit card and a rewards card. I use these accounts to make purchases and pay bills. I have had a satisfactory relationship with only a couple of issues. As of XX/XX/XXXX, I have a credit score with XXXX of XXXX. Both my credit card and rewards card are paid off monthly. I have never missed a payment or been subject to any fees. There is only XXXX company with which I do an Auto.Pay. That is XXXX for my personal car insurance and my son 's car insurance.I will attache this years statements. My personal XXXX XXXX payments are still and have been handled each month. My son 's Auto Pay payments, using identical information was handled XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. However on XX/XX/XXXX, the {$130.00} payment was rejected. Truist did not notify me! On XX/XX/XXXX, the XXXX auto pay request for {$260.00} was denied. Again Truist did not notify me. Since these payments were for my son 's car insurance, XXXX could not notify me. My son 's insurance was canceled. Unfortunately I did not learn of this until XXXX. Fortunately the vehicle was being worked on and wasn't being driven. I contacted XXXX and paid back payments and fees along with setting up a new policy. {$480.00}. The vehicle was repaired and back on the road. However due to the lapse in coverage the monthly premium increased to {$250.00}. I contacted Truist to find out what happened, and they informed me they can not access any records that old! ( XXXX and XXXX of XXXX ) They also do not know why I was not notified! Truist acting as my agent in a 40 year contractual relationship failed in their fiduciary responsibility. Their malfeasance has and will continue to cost me an additional {$120.00} per month. Had the vehicle been road worthy, Truist would have put my son at extreme risk by driving without insurance.They have failed to contact me, refused to provide an explanation or remedy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30116
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 ( XXXX ), I tried to get information on my current mortgage and to get XXXX services to be able to go online and see information pertaining to my mortgage. XXXX XXXX refused to assist and would not help me at all. I have been either on hold or transferred to other places within Suntrust and not given any assistance. I have been hung up on 3 times and can not get any assistance. This treatment is not new with Suntrust ; this institution makes it impossible to get any one on the phone in any timely manner. Today I have been on hold for XXXX plus hours, and this is not new. I wonder XXXX what " legal auspices '' is Suntrust refusing to assist the banking customers? I will continue to file complaints in regards to this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Dear Sir or Madam, XXXX. BRANCH B & T Account XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me XXXX days late on this account in XX/XX/XXXX as wells XXXX days late on XX/XX/XXXX. I immediately disputed this information with BRANCH B & T and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75237
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX XXXX, 2021 I signed and personally delivered to Truist XXXX, XXXX XXXX XXXX, XXXX, GA my signed XXXX XXXX XXXX Notice which will be attached to this complaint. The XXXX XXXX XXXX after an hour of determining what to do with the document, handled the transmission of the document to the appropriate department. The bank ignored this XXXX of XXXX and reported the loan to all three credit bureaus on XX/XX/XXXX. The HELOC was new and not a refinance and therefore complies with the XXXX day right of recissoin and nothing should have been filed or opened until XXXX XXXX, 2021. The Bank also filed as of XXXX/XXXX/XXXX1 the Security Deed against my property. Recorded in Deed XXXX XXXX, XXXX XXXX, XXXX XXXX, GA XXXX. The bank is aware of the issue because it has assigned someone from its XXXX office to investigate. The bank is in violation of XXXX XXXX. The bank is not doing anything to clear this matter except talk.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2021 I asked to have a wire transfer made to a vendor in XXXX from my personal Suntrust Account. I not only paid the international wire fee, but the fee the receiving bank would also require. However, by the XXXX, the funds had not been received so I went into the branch located in XXXX XXXX, Florida ( XXXX XXXX ). The amount that debited my account was {$50.00} for the transaction and {$4600.00}. However, when the funds came back, the amount was for {$4100.00}. When I asked why, no one at the branch could answer me. I asked the XXXX and he promised to give me a break down, but has not sent it nor has answered my calls. The customer service lines do not pick up ( I have waited for more than XXXX minutes ). The branch does not answer. I do not know what else do to. I want to know why I did not receive the full return of the funds if the wore never was funded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: On Wednesday XX/XX/XXXX I opened a " Truist Bright Checking '' account with Truist Bank, via their website. I funded the account with an initial deposit of {$1000.00} via an ACH transfer from my XXXX account. On Thursday XX/XX/XXXX, the withdrawal cleared my CapitalOne account, and was notated as : " Withdrawal from SUNTRUST BANK XXXX XXXX ''. On that same day, I attempted to login to truist.com to check my balance and begin managing my account. The credential I initially created did not allow me to login, I received a " security verification unavailable '' error. I called Truist for assistance and my account was eventually corrected so I was able to login. On Friday XX/XX/XXXX I attempted to login again ; after accepting my credentials I was immediately returned to the login page. On Monday XX/XX/XXXX I again called Truist support for assistance. After some time, the agent let me know I would need to visit my local BB & T branch for assistance. I asked why Truist support could not again assist me with my Truist account. The agent explained that was the only course of action. I explained I had opened my account with Truist, not BB & T, though the funding withdrawal came from SunTrust, and that I was not pleased with having to travel some distance to a BB & T branch for assistance since I never intended to hold a BB & T account and there is a SunTrust branch within walking distance of my home. I requested that the account be closed and a Cashier 's Check be mailed to me, or the money be returned via wire or ACH, since that was how it was debited. The agent put me on hold and indicated that the only way for me to recover my funds is to travel to BB & T ( again, a bank I did not open an account with ) and work with the people at the branch to XXXX and close the account. I called back later to request my account number in order to file this complaint, and Truist refused to provide it, indicating I could retrieve it online ( an impossibility ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: BB & T opened an account in my name with my social security number and a fraudulent address. I have called them several times and spoken with XXXX XXXX at the fraud department explaining I have not opened this account. I have filed a report with XXXX XXXX report # XXXX. I have frozen my credit reports and added a fraud alert. I have called social security. I have called BB & T with the assistance of an agent from XXXX XXXX. The account is still open and they have not contacted me in any way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10310
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-20
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, my mother passed away, and my wife and I are joint owners of the account. When we went in to close the account on XX/XX/XXXX after we received the death certificates, we found out that the account was overdrawn with a negative balance of more than {$1400.00} due to XXXX XXXX pulling her check out after it was deposited. I paid the $ XXXX to bring the account current and closed it. The XXXX, XXXX, informed me that any transactions that had already been submitted for processing would still go through that night. This was confirmed by the letter I got when I closed the account which stated " per your request, a maintenance transaction has been processed to close your account ending in XXXX. However, if any unidentified debits or credits are presented against this account during nightly processing, your account XXXX not close properly .... ''. When I woke on Thursday morning XX/XX/XXXX, I checked the account and it still had a XXXX balance, so I ( incorrectly ) assumed we were all good, since nothing had been presented. When I again checked the account on Friday XX/XX/XXXX, there was a negative {XXXX} balance from a debit that was allowed to be posted XXXX DAYS after closing the account. I, again, went in and spoke to XXXX, and he informed me that he was unable to close the account, and that I should instead simply stop the ACHs and debits. The problem is, this was my mother 's account and I don't really know everything that is scheduled to come out. Additionally, at least XXXX has told me that unless I can present paperwork stating that I am her XXXX XXXX XXXX they can't/wo n't allow me to modify her payment preferences. XXXX stated that he would refund the overdraft fees ( totaling {$100.00} at this point ), and that would bring the account to a positive balance, and he would submit a complaint and someone from the corporate office would be contacting me within XXXX business days. Upon checking the account this morning, XXXX XX/XX/XXXX, there has been another debit presented, and ANOTHER {$36.00} overdraft fee applied, bringing the account to negative {$75.00}, XXXX DAYS AFTER I CLOSED THIS ACCOUNT, and XXXX only credited the account XXXX of the now XXXX {$36.00} overdraft fees. Both XXXX XXXX local branch XXXX ) and the call center are telling me that they can't close the account, that I will just have to wait until no more transactions occur. This is unethical and, as far as I can tell, illegal. They are refusing to let me close my account, albeit using words other than " we're simply not going to let you close your account ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A