Date Received: 2021-10-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Please remove all accounts listed, my information was compromised in a Data Breach. This debt has not been validated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: XXXX My life address is XXXX XXXX XXXXXXXX XXXX y never live in the states i never brought a car in the states this account is not mine, i have prove of working here in PR and water and electricity bills with my name. BB & T account its not mine the information is Inaccurate and incorrectly I am writing to dispute a charge of ( {$4300.00} ) The charge is in error because i never brought a car or anything from BB & T. I suffer a identity theft in the same year, this is not the only error or fraud that the person made.He made the same in XXXX XXXX XXXX with another car, its sad for me because i am trying to buy my dream house i am a veteran and i think i deserve better. This is the police report number : XXXX made in XXXX XXXX XXXX XXXX I made this report in XX/XX/2019
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PR
Zip: 00976
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Please remove all accounts listed, my information was compromised in a Data Breach. This debt has not been validated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I sold my XXXX XXXX XXXX and the loan was subsequently paid off. In the process, it took time for me to cancel my automatic payment form my credit union, and another payment of {$1200.00} was made to my now closed loan with Suntrust. I immediately called and advised XXXX that that payment was made incorrectly, and that i needed that money back. They said wait a day or two, and the payment would likely be returned since the account was closed paid off. I checked multiple times over the next few days to no avail. I called back in, XXXX then said it had been accepted, even though I had called earlier about it and it would now take 10 days before they would I initiate a return ACH. I was not happy that it would take that long. I called them back on XX/XX/XXXX to find out that it would take another 10 business days for the ach to take place. I have asked for a supervisor multiple times, which resulted in hold times of 10-20 minutes and then turning into a callback request. I was never called back on any of those occasions. I have asked for details on where my money is being returned, to no avail, so I can give that to my credit union for research. Still no info has been given to me, and their supervisor ( s ) have not called me back. They have had my {$1200.00} now for 29 days and cant tell me where it has gone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 57106
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I received notification from Sun Trust Bank that I had four bank accounts that were overdrawn and subject to closure. I wrote to Sun Trust Bank on XX/XX/2021 and informed them that I had not opened any accounts at their bank. To aid the authorities in investigating the fraud perpetrated against the firm using my name, I requested the following information : 1 ) The amount and source of money used to open each account. 2 ) The due diligence performed by your firm to identify the account holder to be the named individual. 3 ) All transactions and account statements for each of the accounts. 4 ) All communication sent to the account holder exclusive of the address above, this must include any digital or telephonic addresses. Sun Trust has failed to date to respond. An identity theft report has been submitted to the Federal Trade Commission, report number available upon request. An identity theft report has been submitted to the XXXX, NC police department, report number available upon request. A report from the credit reporting company, XXXX XXXX, has been obtained and corrections to the fraudulently reported data has been requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In mid XX/XX/ XXXX a business checkIng account was opened fraudulently at Truist Bank. The person ( or persons ) who opened this account used the name of my late fathers business, which has not existed for over 10 years. The address used was my former residence which is not even in the same state where the business was. My name and social security was used. As I learned later, they had my date of birth wrong and used a phone number that was never mine. I reported this, or attempted to do so as soon I learned of this issue. I was alerted to the problem when I received a packet of information about my new account including signature cards. ( This was forwarded to me at my current address ). Despite several attempts to speak with someone who could be of help with this matter, all I could access were computers and was not able to speak with a human being. I filed a police report with the township police department which is currently on file there. I also have a copy. I do have a business rep at Truist. While this matter is clearly not in his job description, at least I knew he would speak with me. He told me he would assist me in clearing this up. I was able to ascertain that the fraudsters took the money out of the account they opened via XXXX and before it was posted, they somehow managed to remove the same money again. ( It was {$200.00} ) About 2 weeks after that, I received a note from Truist informing me that the account was overdrawn and that I must make good on it or the issue would be sent to collections. At the end of the note was the phone number for a branch of the bank ( XXXX, NJ ). I called the number. After asking for the manager, a woman named XXXX got on the phone. She informed me that she knew nothing about this matter but, she would look into it and call back later that day. She also said that the bank randomly puts branch phone numbers on letters. Made no sense. At any rate, this transpired on XX/XX/XXXX and no one returned my call. I called my business rep again and reported this latest development. I sent the police report to him and he said he would help me. On the XXXX of XXXX, my bank rep informed me that the account was closed there would be no collection attempts and no credit bureau reporting. The bank acknowledged the account was a fraud. He sent me an e-mail confirming this. Yesterday we received another threatening letter from Truist. Same thing all over again. This letter was dated XX/XX/. This letter contained the phone number of their overdraft department. I called. I was transferred to the Fraud department where I was on hold for over an hour only to learn that they can not help me end this matter. They did tell me some of the details of how this happened in the first place. The account was opened on-line and apparently there was zero security or vetting of the information these fraudsters provided. I was told to call the charge-off department. I did so. There I learned they can not help me with this. They told me that I needed to speak with the fraud department. The left hand does not know what the right one is doing at this bank. This rep, XXXX, did say that the account was marked as fraud. She also said that the bank did report this as fraud to the credit bureaus but suggested I do likewise. I decided to call them back and ask when these threatening letters would stop and who could make that happen. I got a XXXX on the phone. She said this was not something their department does and said I needed to speak with a supervisor. She could not look anything up nor do anything to assist me. I waited over 35 minutes when the line disconnected. I got nowhere. I did contact the credit bureaus and learned that Truist DID NOT report this account as fraud as they said they did. I did so myself. I do not like to be lied to on top of everything else that this institution has put me through. This matter should have been resolved weeks ago. I did my part in contacting them as soon as I knew that there was a problem ( though that was a project in itself ). I am tired of being given the run-around and having spend copious amounts of time dealing with this. Had Truist done their job properly, this account would never have been able to be opened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since system merger between Suntrust and Truist, the new bank will not let me make my mortgage payment from a non truist account. I had to put the payment on my truist credit card, incurring a {$45.00} cash advance fee. When trying to make a payment from a non truist account the system says I need to be rerouted to Mortgage Servicing Platform. It never reroutes me. Further, MSP is an industry software package that is not user friendly in the least. Truist is making it impossible to pay my mortgage on time without incurring a significant fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33629
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Truist Bank will not let me access my checking accounts to pay my bills, transfer mney or even look at my balance because I will not agree to sign their Disclosure and Consent to Use Electronic Signatures and Communicationss that is pages and pages long. It looks like extortion to me. Plus they have the nerve to ask me to print this long document. Among other things the document states the following : " Communications '' means all documents that you obtain from us that are related to your Accounts and Services. This includes, but is not limited to : Periodic, annual, monthly or other statements, including any notices related to such statements that we are required or permitted to include with the paper statements ; Terms and conditions and user authorizations, account agreements, fee schedules or other disclosures or notices that may be required by the Truth in Savings Act, Electronic Fund Transfer Act, Truth in Lending Act, the Equal Credit Opportunity Act, the Fair Credit Reporting Act, the Gramm Leach Bliley Act, the Real Estate Settlement Procedures Act or other applicable federal or state laws and regulations ; Any notice or disclosure regarding an account, product or service fee, such as a late fee, an overdraft fee, an overlimit fee, a fee for a draft, check or electronic debit returned for any reason, such as insufficient funds fee or a fee as a result of a stop payment order ; Any notice of the addition of new terms and conditions or the deletion or amendment of existing terms and conditions applicable to accounts, products or services you obtain from us Disclosures and notices related to the maintenance or operation of your accounts, Online bill payments and payment transaction detail and payment authorizations Transaction histories, which include notices relating to fees such as overdraft fees and late fees Policies and procedures ( including our Privacy Policy ) Responses to claims and disputes, Extension and modification agreements, Tax Forms including but not limited to W9s and 1099s and tax reports related to an Account or Service, which we are permitted to deliver electronically All other communications or information related to your Accounts that we are required to provide in writing in connection with our relationship with you. " We, '' " Us, '' " Our, '' " XXXX XXXX XXXX, '' " SunTrust, '' and " Truist, '' means the Truist entity where your Account is held. " You '' and " Your '' means the person giving this consent. 2. Scope of Consent. : By giving your affirmative consent, you agree that for all of your eligible accounts, products and services, we may electronically deliver all Communications to you and that we can terminate delivery of Communications by paper. We can also use and obtain electronic signatures from you as well as deliver Communications to you electronically for any future transactions, products, or services unless and until you withdraw your consent to use Electronic Signatures and Communications. ( See Section 1 above, for a listing of the types of documents, communications, and notices covered within the definition of " Communication. '' ) 4. Withdrawing Consent. In order to withdraw Consent to the Use of Electronic Signatures and Communications, you may : Call Truist at XXXX ( XXXX ) Withdrawal of consent may result in a fee or a change in a fee amount for some Accounts. Please refer to your account agreement and account fee schedule for information. We will not charge you a fee for processing the withdrawal of your consent, but your access to, and use of, certain services or account features may be terminated. 5. Requesting Paper Copies. You can obtain a paper copy of an electronic Communication by printing it yourself from the pdf provided or by requesting that we mail you a paper copy. We may charge you a reasonable service charge, with prior notice of any such charge, for the delivery of paper copies of any Communication provided to you electronically pursuant to this Disclosure and Consent. To request a paper copy, call Truist at XXXX ( XXXX ). 6. Updating Your Contact Information. You agree to provide us with your accurate personal contact information and to promptly notify us of any changes. You can update your contact information ( including your email address and mobile phone number ) by contacting us at XXXX ( XXXX ). You can also update your contact information through Online Banking and our mobile application. If you fail to update or change an incorrect or invalid e-mail address or other contact information, you understand and agree that any Communication shall nevertheless be deemed to have been provided to you if it was made available to you in electronic form on our websites, Online Banking, mobile application, or emailed to the email address we have for you in our records, or delivered through other electronic means. 7. Hardware and Software Requirements. In order to use electronic signatures and Communications you must have access to the following technology : A current version ( defined below ) of an Internet browser, such as XXXX, Chrome, or XXXX ; A connection to the Internet ; A current version of a program that accurately reads and displays .PDF files ; and A computer and operating system capable of supporting all of the above. You will also need a printer if you wish to print out and retain communications on paper and electronic storage if you wish to retain communications in electronic form. By " current version, '' we mean a version of the software that is currently being supported by its publisher. We reserve the right to discontinue support of a current version of software if, in our sole opinion, it suffers from a security flaw or other flaw that makes it unsuitable for use. You will also need a working email account to receive, view, sign and print your Communications. To verify that you have all of the necessary hardware and software for you to use Electronic Signatures and receive electronic Communications on your devices, please verify that you were able to read this electronic disclosure and that you also were able to print on paper or electronically save this page for your future reference and access or that you were able to email this document to an address where you are able to print on paper or save it for your future reference and access. 8. Consent to Use Electronic Signatures and Communications. By consenting to the Use of Electronic Signatures and Communications, you hereby attest and agree that : You have read, understand, and agree to this Disclosure and Consent to Use Electronic Signatures and Communications ; You affirmatively agree to the use Electronic Signatures and Communications as described herein ; The Electronic Signatures and Communications will have the same legal effect as written and/or signed paper documents ; and You have the necessary hardware and software to view, save and print copies of Communications and to receive Communications that we send to you by email. Your consent to receive Communications electronically does not expire and is effective for the duration of our banking relationship. You may change your electronic delivery settings at any time by visiting Online Banking or our mobile application. Communications and disclosures provided on or with your periodic statements may contain important information and other legal disclosures concerning your accounts and you agree to review such statements in a timely manner. 9. Retain Copies for Your Records. We recommend that you print or download a copy of this Disclosure and Consent to Use Electronic Signatures and Communications, the applicable service or account agreement and all other Communications to retain for your permanent records ; if you have not already placed a copy of our Privacy Policy in your records, you can obtain a copy of our privacy notice by clicking this link. I didn't copy the entire document. As I said earlier, this is extortion. I hope you can do something about this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: 2 fraudulent accounts were opened under my name at BB & T Bank in XXXX. 2021 ... I called them & told them that it was not me and to close the accounts...... i have been told on many occasions that they will do it ... ... 10 months later & still getting statements... ..2 months ago they opened a business account...... now they opened a savings account and that they will now be called TRUIST bank ... ... it is almost impossible to talk to a live person ... ... ... .this am i was on hold for 1.5 hours
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78332
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello- we closed on our home on XX/XX/XXXX. Suntrust owes us {$4700.00} in escrow return. I have called them 6 times and have spent 119 minutes in total trying to get our payment returned. We moved from the home we closed on into a temporary apartment. I called with that address ( XX/XX/XXXX ). The first time they missed the unit number and I called again on XXXX they said they added it. The person I spoke to said " they usually figure it out without the unit number ''. It was a huge apartment and we were there temporarily so there was no way it was going to get to us. The third time I called ( XX/XX/XXXX ) I was under the impression it had been reissued and it wasn't. I called again on XX/XX/XXXX for a status and on XXXX where the person was the most understanding I spoke to and said she was going to request an expedite but wasn't sure it would happen. She said that USPS typically returns checks and does not forward them. I called again today XX/XX/XXXX and she said the status was they were checking to see if the check got cashed. Looking at some online documentation I don't know if they ever had our address right in temporary housing. Its an address with a unit number. It's pretty straight forward and I gave it multiple times. We had a mortgage for 6 years and never missed a payment. It's been 2 months and I can't get our money back that they owe us!! Could you imagine if I missed two mortgage payments! I had a similar situation with my home insurance company ( XXXX XXXX ). They updated my address, cut the check and I had it in 3 days no problem. Yay! I am currently waiting for a call back from a supervisor and am requesting for a wire or direct deposit. I am officially 2 months from paying off my loan to SunTrust and no payment is en-route to us. Phone Calls to SunTrust XX/XX/XXXX - 17 minutes XXXX - 16 minutes XX/XX/XXXX - 27 minutes XX/XX/XXXX - 16 minutes XXXX - 20 minutes XX/XX/XXXX - 23 minutes
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30277
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A