Date Received: 2021-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in a forbearance due to job loss from convid and I was told the payments would be Ballon to end of loan so at the end of the foreberance I was offer a quick sale or lump sum payments not understanding trying to avoid foreclosure of my home please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28348
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: They never sent many any notices in the mail or made any phone calls nor did they email me anything about closing my account and all of a sudden they just shut it down and didnt tell me why and now I might night be able to pay my bills or make it home because Im About out of gas!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: We have been a BB & T Customer for over 20 years. The BB & T service including unrestricted access to viewing our accounts online has been very good with no complaints or problems. Recently, with the finalizing of the merger of BB & T and SunTrust into the new entity Truist, we tried to access our checking accounts online. Before we can access our accounts online, we must first " agree to '' or consent to a Truist Electronic Signature Consent, which among other items forces us to " agree to '' receiving monthly statements electronically, something we do not want to agree to. The Truist Electronic Signature Consent, states that after we agree to receiving monthly statements electronically, we can change our preferences ( opt out ) and received printed copies of our monthly statements, although the Truist Electronic Signature Consent further states that we " may be charged a fee '' for " opting out of electronic delivery of monthly statements ''. If we do agree to or consent to the Truist Electronic Signature Consent, we can not log into and view our accounts online, something we routinely did with BB & T for many, many years with no issues or constraints. Essentially, Truist is now forcing us to " agree to something we do no agree with '' prior to allowing us access to our online accounts and implying, or in fact threatening if we subsequently opt out of the electronic delivery of monthly statements, we could be charged a fee. We are currently " locked out '' of our online access because we are reluctant to being forced to agree to something we do agree with, as part of the Truist Electronic Signature Consent. Again, no such constraint existed last week before the finalization of the merger when we could routinely access our BB & T online account. This process just went into effect on or about XX/XX/2021 and numerous calls to the Truist customer service phone line and discussions with Branch personnel indicated that there is nothing they can do about this Truist Electronic Signature Consent policy. Attached is a letter I forward to the Chairman and CEO of Truist on XX/XX/2021, expressing both our surprise and disappointment with this coerced Truist Electronic Signature Consent policy, which again is now preventing from accessing our online accounts. Can Truist force us to agree to something we do not agree to with an implied threat of a fee, if we first agree and then opt out, in order to access our online checking accounts?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2021 I went into an extension agreement with SunTrust. The agreement outlined a payment wasnt due until XX/XX/2021. They asked that I sign and return the written agreement, which I emailed on XX/XX/2021. On XX/XX/2021 I received notification my scores dropped XXXX points with XXXX and XXXX with XXXX. I am in the process of refinancing my home and the significant drop in scoring will prevent me from moving forward. I called SunTrust to assist several times. Ive explained the urgency- to no avail.
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: 2021-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: In XXXX of 2021 a credit card was fraudulently opened under my name by someone that I know. I was not aware of this till XX/XX/2021 when the credit card was maxed out and SunTrust ( now Truist ) called to tell me this. I immediately closed the account and asked to speak to fraud department. I filed a police report and sent all documents to the credit copy. I frozen all credit bureaus and sent all letters explaining what has happened. This investigation has been going on since XX/XX/2021 and there is still no resolution. I have to email them weekly to ask for update but they continue to tell me that " it is complicated because of some purchases '' During this time my credit has gone from XXXX to XXXX. I am unable to do any major transactions, or make any major purchases as my credit is still frozen and credit score is ruined. They have the suspects name, info, address, phone number and when i asked if they have even reached out to that person they stated that they called " once '' and there was no answer. I have made multiple attempts to reach out and ask for status even regarding a time frame that they think this will be resolved but they have yet to give me a reasonable answer. We are going on 4 months with essentially no resolution and no update. I have finally hired a legal team to pursue this manner and costs are being accumulated as we continue waiting
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75075
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Someone opened an account FRAUDULENTLY under my social security through their online system. When I received the first letter informing me of my new account I called right away to have it closed and inquire on how someone can open an account with NO IDENTIFICATION!!! IT was not me to open the account and now they will not close it and they will begin to charge me monthly fees! This company should be investigated for 1. Allowing fraud to happen as clearly they have no mechanism in place to verify identity with online account openings. 2. They have been giving me the run around for 4 months- this started in XXXX 3. They will NOT properly close the accounts even though they are NOT mine
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18940
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
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: we have car that has a lien on it from BB & T bank. the lien has been paid off since 2014 and we have bought the car they refuse to release the lien even after calling for 1 month the car has been sold and they still the refuse to remove the lien
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30606
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: Once again, I come to file a complaint about Truist bank, previously BBT. Truist managed to be worse than BBT. My complaint today concerns the banks refusal to complete the process of authenticating a non-Truist account for my money transfers, in violation of their contractual obligations. On XX/XX/XXXX I attempted to register my XXXX account as a non-Truist account for the purpose of money transfers. The process, as determined by Truist, involves making two small deposits in the non-Truist-account candidate, which later the client must enter in a verification step. The step is supposed to happen after an email is sent by Truist. This email was never sent. I checked all possible folders : it just wasnt sent. Two days is a lot of time in the financial market. Four days means that they are deliberately obstructing my transaction, or they are totally incompetent and negligent. In either case, they must be forced to comply with their contract with clients, which obviously involves allowing money transfers. Let us remember that Truist is invested in making transfers as difficult as possible, which is the reason I am giving up on them unless they give me a very strong reason to keep their business. Finally, they eliminated the methods of written communication that were one of the few good things about BBT. Not even the chat works. In accordance to the American Disability Act, I demand written communication only : I have hyperacusis and can not talk on the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73119
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My spouse and I entered COVID forbearance with our lender, SunTrust ( now Truist ) last year into this year. This was approved. We came out of COVID Forbearance in XX/XX/XXXX and made the 3 XXXX XXXX required trial payments leading up to COVID modification. We received a letter from SunTrust ( XX/XX/XXXX - attached ) confirming that our payments were received and that, as a result, The changes to the terms of your mortgage will take effect on the XXXX day of the month after your last trial payment was due. However, they stated that permanent modification terms would come in the following several weeks. We waited 6 weeks and finally received XXXX-delivered documents with the final terms of our modification on XX/XX/XXXX [ Attached ]. There were 4 packets of the same documents included within this modification package ( 2 for the lender, 2 for us ). We signed and notarized two copies for the lender last Monday XX/XX/XXXX and immediately shipped those documents out via the prepaid XXXX 2 day shipping SunTrust sent. Included with these documents, we attached the required {$2000.00} payments ( per the final mod term documents ) which qualified as the first modification payment ( though we had already made a post trial payment in XX/XX/XXXX ). XXXX shows SunTrust receiving this packet on XX/XX/XXXX. This check cleared our bank on XX/XX/XXXX [ Cleared/Endorsed Check attached ]. Our issue is that, while we as borrowers/title holders signed and notarized our portion of the agreement, page XXXX of the modification documents requires a full dedicated page with the lenders signature alongside a notary signature. We were initially told by SunTrusts Home Preservation Department ( XXXX ) that 1 ) documents were confirmed to be received on XX/XX/XXXX and 2 ) SunTrust can quickly expedite the handling of their portion of the signature since the signature and notary wouldnt take long on their part. SunTrust/Truists receipt can be confirmed with XXXX tracking # XXXX. However, the Home Preservation Department completely changed their tune this morning [ Call Initiated XXXX EST, ( XX/XX/XXXX ) ] and the rep went as far as to ridicule the notion that we set for ourselves up with unrealistic expectations in EVER expecting SunTrust to sign their portion at all, whether it be a week, month, or year. Further still, they ridiculed the notion that they would ever have to send us any copy of documents other than blank ( unsigned ) documents of the sort they already sent us. I sought clarification over and over to confirm that they were in fact denying us a fully executed copy of the agreement. They said that unlike a loan closing, SunTrust is not required to sign their portion of the documents for COVID modification and only need our signature. We are in need of this fully executed document for many reasons and have been told by other mortgage professionals that lenders are in fact fully executing final terms on COVID modification documents. Subsequent calls to SunTrust have resorted to their use of rude tactics such as placing my spouse and I on unnecessary extended holds ( 34 minute hold after representative verified our home address - call initiated XXXX EST - XX/XX/XXXX ) and then hanging up. Truthfully, we reciprocated their tone in the morning phone ( not afternoon ) call only because they went on at length as to why it was ridiculous that we would ever think theyd sign and lecturing us on the importance of not setting ourselves up for disappointment. We need an official, documented response from SunTrust on their stance regarding the providing of the full execution of the final terms of the modification documents that they sent us and we returned. I do not understand why there is a full page dedicated to their signature if they find it unnecessary to ever sign. I do believe they can fully execute those documents as fast they were able to cash our modification check if they truly wanted to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I called SunTrust ( now Truist ) and requested a COVID-19 mortgage forbearance. The forbearance ended on XX/XX/XXXX. On XX/XX/XXXX, three days before the end of my forbearance and spoke with one of their home preservation representatives. On this call, I discussed two things and took one action with the representative as follows : Discussion We discussed various options regarding the past due amounts ( as a result of the COVID-19 mortgage forbearance ). I specifically requested the payment deferral option. She advised me that I would be getting a payment deferral letter in the mail in 30-45 days. I also discussed with the representative about how to go about resuming my monthly payments. She advised me not to make my payments online as the payments will be applied to the deferred amount. She said that in to have my payments applied to the current period rather than the deferred amount, I should call in my payments for 90 days until my account is moved to the current status and that it will take Truist about 90 days to do so. Action Taken I made a payment of {$3200.00}. I was specific that the payment should be applied to my XX/XX/XXXX, mortgage payment as well as to my escrow account to bring my escrow up to date. On XX/XX/XXXX, I called Truist to make my monthly mortgage payment. I paid the amount due of {$2200.00}. I once again told the representative of my discussions with her colleague on XX/XX/XXXX and requested that the payment be applied to my XX/XX/XXXX, mortgage payment. On Monday, XX/XX/XXXX, I learned of the low interest environment and decided to refinance to take advantage of the low interest and reduce my monthly payment. Due to the forbearance, and the apparent need to wait for 90 days, my refi closing is scheduled for XX/XX/XXXX. My current mortgage balance is {$220000.00}. I was asked to request a Release of Forbearance Release Letter from Truist. On XX/XX/XXXX at approximately XXXX XXXX XXXX, I called Truist to request this letter. I spoke with a home preservation specialist by the name of XXXX XXXX. She informed me that, while she can see the notes on my account of my two previous discussions with her colleagues wherein I had requested a deferred payment option and that my payments be applied to current balance, none of that was actually executed. She told me that the amounts I paid were applied to my deferred amount and the system automatically extended my forbearance period to XX/XX/XXXX. I told her that my forbearance ended on XX/XX/XXXX and I did not elect to extend it. She said it was a failure in their process and she will correct it. She told me she has put it a request for my payment deferral and that I will receive a letter in 30-45 days. I told her that I have a closing scheduled on XX/XX/XXXX and I need the letter expedited as it wasnt my fault that were where we are now. Ive been calling them for over 30 days to resolve this and they havent done anything about my calls. She told me shell have a team lead or manager call me in 24-48 hours to resolve the issues. On XX/XX/XXXX, 48 hours after I last called, no one had reached out to me. So, at XXXX XXXX XXXX, I called Truist again. This time I spoke with a home preservation specialist by the name of XXXX XXXX. I proceeded to recount the previous discussions I had with his teammates on XX/XX/XXXX, XXXX and XXXX. Once again, he told me that while annotations were made on my account of the discussions held, ( 1 ) the matter was never escalated to a team lead or manager, and ( 2 ) a request for deferred payment has not been made on my account even though I was clearly assured on XXXX that it has been taken care of. I once again made three requests : ( 1 ) Deferred payment for the past due amount during the deferral period from XX/XX/XXXX to XX/XX/XXXX, ( 2 ) Apply the payments I made on XX/XX/XXXX and XX/XX/XXXX to my current balance, and ( 3 ) Expedite issuance of a release of forbearance letter ( or whatever letter I need to show Im current again ) before my XX/XX/XXXX closing. He told me to call back on Monday to confirm that the three items I requested has been taken care of. On XX/XX/XXXX, at XXXX, I called again. I spoke with a representative by the name of XXXX with Employee ID XXXX. She could not confirm the above for me. She told me she's with the mortgage payment department and advised me to call the home preservation department. I told her I called XXXX, which is the home preservation department 's number on the letter I received. She confirmed I dialed the right number and was perplexed as to why the phone was forwarded to her. She forwarded me to the home preservation department. I waited for 30 minutes and no one picked up. I dropped and dialed again. I was on hold for more than one hour to no avail. At this point, I am at a loss as to what to do. I keep receiving a letter from Truist advising me of my options ( see attached ). However, I advised them of my option on XX/XX/XXXX, and again on XXXX, and they just are not moving my request forward. This is a complete nightmare and I need someone to help me intervene to get this resolved. I have done everything Im supposed to. I have followed every instruction they gave me, but theyre just not doing anything with the information Im giving them. Currently, Im in a 2.75 % 15-year fixed conventional mortgage. I was able to get a refi at 2.125 % 15-year fixed. Closing is scheduled for XX/XX/XXXX. That's 30 days away. This will result in a savings of over {$50000.00} for me in interest payments. If I miss this opportunity because of failure on Truists part, it will be financially detrimental to me as I would have lost those savings. Please help me! Is there anything you can do to get them to take this seriously and help me resolve this so I can close on XX/XX/XXXX? This also helps Truist as it will receive full payment of the mortgage balance in the refinancing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A