Date Received: 2023-12-12
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I called Truist Bank 3 times and was repeatedly hung up by a female ( same one 2x ) and a male 1 x. I explained i was having a financial hardship and I needed an extension. The first time the female hung up on me when i called back she hung up again. When i called again i got a male voice who took my information I explained the issue I was having and that the female hung up on me. At that point he said I'm going to put you on a 2-3 min hold and then he hung up. I could hear laughing in the background. the 4th time I called back I asked to speak to the manager. I got a woman name XXXX who said that they would do an investigation. I still did not get the extension even though I explain we were going through a financial hardship and there was a loss of income in my family. The bank showed they didn't care and were not willing to help or work with me and just repeatedly hung up. Im trying to avoid a repo. and I was just 37 days past due. It was the worst display of customer service I have ever experienced by a bank. If they are not willing to help their customers. I will find another bank who is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02703
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: i sold my house the closing was XX/XX/2023. at the closing i got a truist check ( it was in a businsess name, and when i submitted it to my bank they put my account on lock and withheld my incoming pay. they made me wait XXXX more days before they would tell me they they had denied the check, then closed my accounts so i took it to another bank and opened a business account and other accounts with advice from the bank teller on exactly how i should set everything up. i then got a call from Truist stating that everything had been explained to them and i could now take my check back to them and resubmit it. it was too late i had taken it somewhere else. Truist still put a hold on this money and will not release my funds to me, its been its been XXXX days now and they will not tell the maker of the check anything or release my funds to me. At this point i need this fixed Now XXXX has put holds on all my accounts until this money is returned to them nad they may close all my accounts. Truist will NOT TELL ANYONE anything and they have ALL my money. Its not their money to keep.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My name is XXXX XXXX XXXX XXXX, and I am writing to bring to your attention certain discrepancies and concerns regarding the information reported on my credit file. I believe that certain entries may not be certifiably compliant, proven valid, or adequately documented as fully true and physically verified. To assist you in addressing this matter promptly, I would like to provide you with specific details related to my account : Full Name : XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX GA XXXX Birthdate : XXXX FTC Report Number : XXXX Upon reviewing my credit report, I have identified potentially duplicative and unquestionably dubious entries that lack the necessary authorization or approval from me as the individual concerned. As a conscientious consumer, I am well aware of my rights under the Fair Credit Reporting Act ( FCRA ), and I wish to exercise those rights by formally requesting the removal of these questionable entries as soon as possible. Under federal and state consumer and civil rights statutes, I am entitled to dispute and challenge any information on my credit report that is not in compliance with FACTA Title 1 Section 151. This particular section unambiguously mandates a specific modus operandi for reporting, and I seek your cooperation in ensuring that the reported items adhere to these legal standards. I understand the importance of accurate and fair reporting, and as a responsible consumer, I am committed to ensuring the integrity of my credit information. I kindly request that TRUIST BANK conduct a thorough review of my account, validate the accuracy of the disputed entries, and take appropriate action to rectify any discrepancies. To facilitate this process, I have attached a copy of the FTC report related to this complaint for your reference. I appreciate your prompt attention to this matter and your cooperation in resolving these concerns within the framework of the Fair Credit Reporting Act. I trust that TRUIST BANK will conduct a comprehensive investigation and make the necessary corrections to ensure the accuracy and compliance of the information on my credit file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: I was charged {$12.00} for not having {$1000.00} for less than 1 day while transferring funds from another bank. I paced a complaint about the bank with XXXX and the bank Truist falsely informed XXXX case closed the case without even working on the issue. Transaction Details - {$12.00} MAINTENANCE FEE Transaction Date XX/XX/23 Posted Date XX/XX/23 Transaction Type Debit Reference Number XXXX Receipt Attached No
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37323
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: This is an account which Ive had for over 20 years Ive always had it on auto pay hence why there should be no late payments on this account however it shows XXXX XXXX days late. Even though the account has been closed now Ive contacted the company on numerous occasions to get this record corrected but they have refused. Ive also requested an accounting of my payments from the day my account was opened so I can verify that I have never been late. Also under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit account as late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21217
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, Truist garnished {$490.00} from my checking account. I filed a complaint with CFPB bearing case number XXXX. On XX/XX/XXXX, Truist responded with a one page letter and photocopied attachments titled " Bank Services Agreement ''. In its response, Truist argues that " the ability to collect these funds is in accordance with Section G.7 of Truist 's Bank Services ... .The current amount due is {$3600.00}. '' While Section G.7 discloses Truist 's right to set off an account without notice at the time of the reset, Truist is under obligation to inform me of the charged off in writing it said occurred on XX/XX/XXXX. Under federal law, Truist must submit prompt notification to the consumer of its intent to charged off and eventually do so. Banking laws pursuant to 1692 et seq. provide that a creditor will usually charge off a debt when a consumer fails to make monthly payments for six consecutive months, at which point the account is closed to future charges, although the consumer still owes the debt. In this case, LightStream recorded my last payment on XX/XX/XXXX in the amount of {$110.00}. Since then, my records show NO EMAILS originated from LightStream to my email box at all. In addition, I received no emails from TRUIST regarding any matters concerning LightStream and the charged off. Moreover, under Section 1692, a charged off account occurs when a consumer fails to make monthly payment for six consecutive months. This is NOT the case here. LightStream 's email verify the last confirmed payment was XX/XX/XXXX. XXXX months from XX/XX/XXXX would be XX/XX/XXXX. LightStream 's own evidence proves the charged off was illegally implemented prematurely and in violation of Section 1692 of the Federal Code. I have attached two documents : ( 1 ) LIGHTSTREAM COMMUNICATION SCHEDULE XXXX through XXXX and ( 2 ) LIGHTSTREAM PAYMENT SCHEDULE XXXX through XXXX. These documents proved that LIGHTSTREAM 's legal form of communication with me was only by email. Although Truist claims that the charged off was on XX/XX/XXXX, LightStream 's last communication to me regarding the account ending in XXXX was on XX/XX/XXXX. The XX/XX/XXXX email was not regarding the charged off. Typically, most financial institutions charge off an account after 180 days, or six months, of nonpayment. Before that time, they may use various methods to remind the borrower of the payment schedule such as calling the individual and sending them letters. In this case, records show that LightStream used NONE these various methods to remind me of my payment schedule ( see attachments ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 209XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX I attempted an online loan modification on my car loan with Truist Bank in the reduced amount of {$110.00} with the intention to have my previously set up payment suspension program continue until XXXX and for the loan modifications first payment to be due on XXXX. I completed the modification online and I made the first payment on XXXX as I believed the first payment date was to be around XXXX for the amount of {$110.00} and that the payment suspension program would continue until XXXX. Instead, I later found that the online system calculated an incorrect payment amount of {$1100.00}, effective on XXXX which was the incorrect effective date, and due on XXXX just two days after the request was made. I also did not receive notifications via email about a payment reminder or anything related to a late payment after this modification was completed. I put in the request online and now I believe the automated system did not accurately receive the request but I was not aware until I received a 30 day late credit update on my credit, as I received no emails or phone calls that my payment was past due or updates regarding the new total and due date. With the attached agreement showing these errors, I am requesting that Truist update my credit line for all 3 bureaus be updated to paid as agreed with the temporary payment suspension payment program extending to XXXX and with the correct monthly total of {$110.00} instead of 30 days late and a total of {$1100.00}. Also, I did not receive any disclosures and notifications on the correct payment amount and due date and the termination date of the temporary payment suspension program, nor did I get any warnings about the next payment being late as other lenders would typically do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: We have been involved in a dispute with Truist Bank in regard to the payment of our flood insurance ( XXXX XXXX ) since XXXX of XXXX. For the previous 7 years Truist has paid all insurances and tax 's due out of our escrow account. However, for some reason they did not pay our flood insurance of {$920.00} for this year 's policy. Though we have spoken to Truist on countless occasions when we first received a copy of a " notice of nonpayment '' Truist said that they would release the funds from escrow to expedite payment. However, they did not do so. Meanwhile our flood policy with XXXX XXXX was cancelled and Truist forced their own flood policy 's ( 2 ) on us at a cost of approx. {$6000.00}. One for our line-of-credit and the other for the 1st mortgage. We have been to Truist 's local office at least four times and met with two different individuals, regarding this issue. They contacted their mortgage department each time, which stated that payment could not be made, until they received a policy/declarations page first. Insisting that the insurance company was at fault for not sending this information. The insurance company stated the contrary. They ( XXXX ) must receive payment prior to sending a policy and an invoice was not sufficient. This back and forth went on for 8 months. Meanwhile my mortgage went up from {$1600.00} per month to {$1900.00} to account for the additional cost of their forced flood insurance policies and increased cost of new insurance on our property. Our escrow went negative by several thousands of dollars. Speaking with XXXX with XXXX XXXX she thought that the only way to resolve this issue was to educate the Truist Mortgage Dept. on FEMA policy, concerning flood insurance. Whereas it states that payment must be made to the insurance company, prior to receiving a declarations page, unlike hazard insurance. On XX/XX/XXXX XXXX ( XXXX ) sent the rules/regulations to XXXX ( Truist local bank rep. ), who forwarded it to their mortgage department. XXXX suggested that I contact the Truist mortgage dept. in approx. 10 days to verify that they have issued payment, otherwise XXXX 's quote would no longer be valid. After the 10-day grace period I made contact and was informed that no payment was issued. After farther discussion and research on Truist 's end ( same phone call ) they located an invoice from XXXX XXXX. The Truist representative said she would expedite a check and it should be received by XXXX in two business days. XXXX XXXX did receive the check, however the GAP Insurance that Truist applied did not get withdrawn, until XX/XX/XXXXXXXX In Summary : Our new coverage and associated cost will only cover {$160000.00} ( mortgage amount ) for property and {$5000.00} for contents. I had to go to the least amount of coverage required, due to affordability. Original coverage was {$250000.00} for property and {$10000.00} for contents for the {$920.00}. per year. Since my original coverage was cancelled, due to nonpayment from escrow this new coverage is based on a newly purchased home, thus the substantial increase. I was told by the local Truist representative that I had to purchase two forced placed policies, because I had a line-of-credit with the bank as well as a mortgage. He advised us to close the account, which I felt I had to. This L-O-C was my safety net if we ran into a financial emergency. We can not reopen another L-O-C, because we are now retired with no income. We have 22 years left on our mortgage. My monthly insurance cost has risen an additional {$2300.00} per year for reduced coverage, due to the negligence of the Truist mortgage dept. This equates to approx. {$51000.00}. in additional cost to us for the life of the loan, notwithstanding the 18 % increase each year Florida may assess on top of it. We have had to pay a considerable amount of money to pay for Truist forced place insurance policies. We recently had a new policy forced on us by Truist, because their check was not issued in a timely manner. It finally expired on XXXX XXXX. To make matters worse, most of this took place during the peak of the hurricane season, whereas we had no insurance, due to the 30 day wait periods required by insurance companies. We are dealing with financial hardship, due to no fault of our own. Is there a way to recoup some of these losses? I have the documentation to back up the communications between all parties.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
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: Was paying off an auto loan with " TRUIST BANK '' on XX/XX/XXXX, I overnighted via XXXX XXXX a cashiers check for the payoff amount. I was advised the lender requires 2-3 days to process. I can not sell the vehicle, bcse the lender has not released title. its been over 10 days. Every time I call, I am told something different. every promise is broken. I was promised a letter by close of business last Friday showing the account paid in full. Today they advised this letter requires 15 days from request. IE : info changes per each call.. after 5 phone calls, 6-7 hrs of my time, I still dont have an answer - other than " weve sent the message to our back office '' completely unacceptable for a consumer to be treated like this. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Getting the loan
Subissue:
Consumer Complaint: We applied for financing through Service Finance LLC for a pocket window replacement project through a home remodeling company. Our financing was to begin at the completion of our project. The project was to take one day for the tear out and replacement of 9 windows. 7 months later the project is not complete however the contractor has been paid by Service Finance which trigged the beginning of our promotional financing. Prior to paying the remodeling company, we had been inconstant contact with Service Finance both over the phone and via email. The agreement with Service Finance was that the Contractor would not be paid until our job was complete. In XXXX we received a billing statement from Service Finance only to find out the Contractor had been paid without consulting us. The Contractor lied and said our job was complete. Since the original window install date in XXXX, the windows had to be torn out a second time and reinstalled due to poor workmanship ( including frames and trim ). Since the original install, we have not had a complete set of windows, The windows are not sealing properly as the majority of the sashes were bowed. We have had 5 " service '' calls with 17 bad sashes since XXXX. We also still need another tear out and install of 3 windows as the frames are crooked as well as 3 more sashes. We filed a complaint with Service Finance disputing the payment to the Contractor. According to our contract, we were supposed to sign a Certificate of Completion in order for the Contractor to be paid. We never signed anything. On XX/XX/ Service Finance said they would pull back the funds from the Contractor if they did not receive a copy of the signed Certificate of Completion. There is no signed agreement but Service Finance is unwilling to pull back the funds. Neither company followed protocol and now we are suffering the consequences. We do not have a complete project and we are now expected to pay. The Contractor calls this " warranty '' work even our job was never complete.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53027
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A