Date Received: 2021-05-25
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I went to the BB & T branch at XXXX XXXX XXXX # XXXX in XXXX, NC on XX/XX/2021 to close my checking account. The banker told me that she had closed my account. She also gave me {$55.00} in cash ( the remaining funds in the account ). Since then, BB & T has continued to charge me account fees, which led to a negative balance and several overdraft fees. My negative balance is now {$130.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was service transferred to SunTrust as of XX/XX/XXXX. I tried to call them to make a payment since my recurring payment was canceled. I was on hold for over 45 minutes. Instead of being able to pay at that time, I paid via online bill payment on XXXX because I did not have time to sit on the phone any longer. Per my bank, they received the check on XX/XX/XXXX. I called on XX/XX/XXXX to check on the payment and they said they had not received it but that I would not be charged a late fee because of the service transfer. I made a second payment online that day because the agent told me that I would NOT be able to set up recurring payments until I made a payment and if I made an online payment, I would be able to take care of if it that day. Thus, as of XX/XX/XXXX I had made two payments to SunTrust for the month of XXXX. After I made the online payment, I was still unable to set up recurring payments and the agent merely said oops sorry. Thus, I spent nearly an hour on the phone, made an extra payment since that is what they told me to do so I could set up recurring payments that day and I was still unable to set up recurring payments. Today, XX/XX/XXXX, I checked the Mail and I have a letter dated XX/XX/XXXX ( the day I spent almost an hour on the phone with them and made an online payment ) stating I'm delinquent on my loan and also a periodic statement saying I owe two months of payments and will be assessed a late fee. SunTrust is one of the worst loan servicer I have ever dealt with. I understand I have no control over who will service my loan but I hope as the CFPB you will examine their servicing practices. They are clearly understaffed because it takes over 30 minutes to get anyone on the phone, they are undertrained as they told me making a second payment would allow me to set up recurring payments but it did not and their periodic statements are printed inaccurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92118
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was laid off and my unemployment payments had expired. I withdraw all of my XXXX to cover living expenses until I could secure a full time job. I was offered a job 17 hours away, after accepting the job relocating several states away there were payroll errors that prevented me from receiving any pay. It took over a month to resolve the issue and receive pay then another few weeks to get the correct amount. I notified my creditors that although the payroll errors were resolved my employer, the IRS will not cover the costs of all the late fees, penalties and additional interest for missed payments. I continued to pay what I could until I was caught up, shortly after getting my accounts current I was furloughed. The unpaid furlough lasted 5 months. I notified my creditors and paid what I could to be current from start of unpaid government furlough XX/XX/XXXX until XX/XX/XXXX. My credit report does not show all my payments. I also notice different information is sent to each consumer reporting agency. I requested credit reporting assistance from BB & T XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Each time my request is dismissed and inconsistent information is reported. I requested that payment history and my original contract be provided as well as a letter confirming the current balance, high balance, credit amount and account type and status be sent to me by mail within 30 days XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. All my requests were ignored by letter stating accurate data had been reported and to contact each consumer reporting agency directly. The consumer reporting agency denys my request for an investagation citing an investigation has already been completed on my account and the business states the information is accurate. Information can not be accurate at XXXX XXXX and XXXX if each consumer reporting agency is displays different information? I requested that payment history and my original signed contract be provided as well as a letter confirming the current balance, high balance, credit amount and account type and status be sent to me by mail within 30 days XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for my records and to correct reporting errors. Since my requests have been denied by the credit reporting agency and the creditor I am either denied credit or forced to pay high interest rates and higher down payments on everything I apply for. I also am a victim of the the XXXX XXXX data breach which caused accounts that are 17 years old or do not belong to me to appear on my account which makes me more concerned with protecting my information and insuring it is accurate and consistent. My auto loan, fraudulent fees, penalties and unlawful interest that double on the last payment was paid one day after I was told I could make a cash payment at a local branch to avoid repossession. I made the payment and received my title a few weeks later. Please investigate BBT for refusing to report accurate information to all three consumer reporting agencies as they are required to do. Their bad business practices are having a negative effect on my ability to acquire credit and get an interest rate based on accurate consistent account information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: This reason why Im writing is BB & T is very rude with no empathy and its a whole pandemic going on and I told them I was very sick not for sure if Im getting over the XXXX XXXX Im still waiting on my test results. I told them on XX/XX/XXXX I had {$2000.00} and the ATM only took {$700.00} the machine kept spitting out the rest the {$1300.00} the reason why I didnt go in because I was very sick and also the hospital and doctors office advised not to go in any place until I get my test results back. The reason why I didnt drive around looking for another ATM because I was extremely sick. I knew things were scheduled to come out so I had enough money to cover everything. You charged me excessive overdraft fees and thats against the law especially its not my fault I was sick, its whole pandemic out these are not normal times plus the ATM machine wasnt working properly. I have all my documents that I been sick and things. Instead of understanding you treat a long time customer like me extremely rude with no empathy. I need these fees taken off because its causing more and my electricity bill is due. Its like {$1000.00} of fees and those are excessive and not my fault. Thank you for your time. Have a wonderful day and please be safe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On Friday XX/XX/21, I received {$920.00} from XXXX XXXX through XXXX. The reference number for this transaction is XXXX. I had never heard of this person, nor was I expecting any money from anyone. The memo said " cars and labor. '' I immediately called BB & T to report the mistake, as I assumed that the person typed a phone number wrong, and would be contacting me soon to request the money back. The representative from BB & t suggested that I send the money back to the person. I didn't have this person 's contact information because she was a complete stranger and because the email from BB & T and the notification in my account just said the name, not the contact information. My XXXX account showed that I received money from the person 's name, with no other information other than a reference number. The bank rep asked me if I was SURE I didn't know the person, because she typed my EMAIL address in, not my phone number. At this point, I started to get suspicious because I have a really unusual email address since it's my first initial and my last name. I assured him I did not know the person. He assured me it would be safe to send it back, but I was dissatisfied with that and wanted a paper trail. Since I was the recipient of the funds and not the sender, the rep from BB & T said there was nothing I could do to try to reverse the transaction. He was able to tell me that the senders bank is XXXX XXXX, so he suggested that I could call XXXX and see if they could help me. He also said, Or maybe theyll never contact you and you just got {$920.00} richer. That was incredibly insensitive. Unfortunately, I didnt get his name. I began to be suspicious at this point that perhaps there was fraud. I called XXXX XXXX, the sender 's bank, and gave them the reference number and the person 's name but was told the same thing - that I could not do anything to try to reverse the transaction as the recipient. The XXXX XXXX person told me that the person who sent it mistakenly to me may contact me and ask me to send it back. He said I could send it back, but when I told him that I was suspicious and felt uncomfortable sending such a large sum of money to a complete stranger, he told me that I could encourage the sender to work through the banks to resolve the issue. He also said, " XXXX bless you, no one who gets money on accident ever reaches out. '' Monday morning I received the first in a string of emails from the sender. The sender XXXX XXXX ( XXXX XXXX, XXXX XXXX ) said that she did not know how the money was sent to me on accident, that she spent hours on the phone with her bank, and had filed an escalated dispute. She told me that the bank told her that the easiest way to handle this would be to ask me to send it back to her. I wrote her back and said that I was also interested in getting the money back to her as soon as possible. I suggested that we continue through the bank since that was how she started the process of trying to get the money back. I didnt understand how she was able to accidentally send me money when she was a complete stranger, so I was concerned about fraud. She wrote back several times asking me to send the money back but I replied only once, suggesting again that we go through the banks process. I called BB & T and spoke with a rep named XXXX who agreed that it sounded suspicious, but that it was nearly impossible for scammers to use XXXX. He said that I should not send the money back if I didnt feel comfortable. He told me to trust my gut, but again reiterated that there was nothing the bank could do to reverse the transaction. On Wednesday XX/XX/21, she sent me a threatening email and said that her bank told her that I denied the request to reverse the transaction. That is false. I did not receive any information from my bank and would have approved the reversal. I called BB & T and spoke with an agent named XXXX ( XXXX ). She agreed with me that this seemed like a possible scam due to the threatening nature of the email. She told me she had taken a lot of notes and that she had escalated the issue to the XXXX team at BB & T. The ticket number is XXXX. She said it would take probably 5 business days to resolve, even with the escalation. She also encouraged me not to communicate with the sender anymore. I called my local police department, shared the situation with the dispatcher, who told me he would have an officer call me back. But no one called me from the local PD. On Thursday XX/XX/21 at XXXX XXXX, I received an email from the sender with another threatening message. At this point, I called the police again, and was transferred to a detective. The detective emailed XXXX XXXX and asked her to call him to help resolve the situation. XXXX XXXX spoke to the police officer and emailed him, copying me, to tell us that she would request a letter from her bank stating that the result of their investigation was that the transaction was valid and that they would not seek a reversal from XXXX. I also reached out to the Maryland Consumer Protection hotline, colleagues who work at the Federal Trade Commission, colleagues at the CFPB, a consumer advocate reporter and the local XXXX affiliate television station 's Investigative Unit to try to help me since I was getting nowhere with BB & T and was feeling scared by the threatening emails. The consumer advocate responded first, and began helping me. She reached out to XXXX XXXX and communicated with her via XXXX. She told her that I was trying to get the money back to her through the bank and that I was concerned because I had read about fraud of this type. The consumer advocate also told XXXX XXXX that I did not reject the reversal, and in fact, had never heard from my bank. On Thursday, XX/XX/21 at XXXX XXXX XXXX XXXX sent me an email, copying the Detective, with a document from XXXX XXXX saying that they had completed their investigation and that they would not be reversing the XXXX transaction. Based on XXXX XXXX interaction with the consumer advocate and the police detective, they suggested that there was enough of a paper trail to transfer the {$920.00} back to XXXX XXXX. Shortly after I did, she confirmed that it cleared. About an hour later, I checked my BB & T online account and saw the {$920.00} payment I had authorized to XXXX XXXX, as well as a XXXX reversal charge for {$920.00}. That meant that I had gone from + {$920.00} to - {$920.00} instead of to net zero. At this point, I suspected fraud, and called BB & T. I spoke to XXXX (? ) at BB & T who asked me if I had a ticket number or a claim number. When I told her that I had a ticket and not a claim number, she informed me that a ticket was just notes in my file, but would not result in action. She transferred me to a fraud specialist named XXXX. XXXX was wonderful. She told me she hadnt heard of this type of fraud before, but that it certainly seemed like it was fraud based on everything that happened. She told me that since the charge hadnt posted to my account yet, that I would have to wait to file the fraud dispute until the next day. On Friday XX/XX/21 around XXXX XXXX I visited my local BB & T branch on East-West Highway in XXXX, Maryland and met with XXXX. While he was trying to get my XXXX account turned back on so XXXX could possibly issue me a refund, I received a call from XXXX XXXX in BB & Ts digital services department. I put the call on speakerphone so XXXX could hear everything she was saying. She informed me that XXXX from BB & T had requested a reversal of the XXXX transfer after we spoke on XX/XX/21. I did not know that, and was only informed that she was escalating the matter to the BB & T XXXX team. The team approved the reversal at XXXX on Thursday XX/XX/21, but no one informed me. So I made the transfer back to XXXX XXXX without knowledge of what my bank had done. XXXX informed me that she had escalated this to her manager, that she admitted there were obvious flaws in their system and how they handled the situation. XXXX said she was almost positive that XXXX XXXX was lying when she said the money wasn't in her account. XXXX told me that I could ask XXXX XXXX for the money back or file another dispute with the XXXX/Digital Services team. She informed me that there was a chance that I would not get my money back from the dispute so she recommended reaching out to XXXX XXXX. XXXX from BB & T said he was appalled and embarrassed, and I left the branch in tears after being told to have a good weekend by XXXX XXXX. Meanwhile, the consumer advocate reached out to XXXX XXXX who said that she did not receive two payments. The consumer advocate also reached out to executive contacts at XXXX and XXXX, who were able to confirm late Friday XX/XX/21 that XXXX XXXX did not receive two payments. They also confirmed that neither XXXX nor XXXX had my funds. I am now out {$920.00}. I request that BB & T return my funds to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20737
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is specifically related to the required flood insurance for my property, In summary, my Flood insurance premium is {$2700.00}. As you examine my escrow account you will see that Truist has paid {$12000.00} through multiple payments for flood insurance. These payments began on XX/XX/2021, and concluded on XX/XX/2021. Across this same timeframe, you will see multiple Flood Insurance refunds in the escrow account totaling {$7100.00}. I am certain you will appreciate the difficulty all this has caused me, not to mention the inordinate amount of my own personal time consumed. Still, after all this, my flood insurance remains overpaid by {$2700.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Started receiving mail from BB & T? Saying I might have money in accounts I live never had? Dont know who BB & T is, never heard of them? Ive gotten 4 letters so far, first saying I might have money in accounts then letters saying Im going to be charged money for them? It looks like they are checking and money market accounts?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In XX/XX/2015, I reported to Regional acceptance Co that one accounts had been fraudulently opened in my name on XX/XX/2015. Regional acceptance instructed me to complete an affidavit, file a police report, and inform a major credit agency that I had been a victim of identity theft. I completed all these steps and was assured by Regional acceptance Co that the matter would be resolved, and that I did not owe money to the bank. However, I continue to receive threatening notices from Regional acceptance co that I owe them. Regional acceptance co is dragging their feet to look into my issue. They are in violation of Negligent Enablement of Identity Fraud Violation of the Fair Debt Collection Practices Act ( including but not limited to Section 807-8 ) Violation of the Fair Credit Reporting Act ( including but not limited to Section 623-b )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone opened an account under my name under SunTrust and XXXX. I got a letter in the mail with a debit card. I contacted SunTrust immediately and told them that I did not open this account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33928
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I withdrew cash from my debit card which overdrew my account. Then, my monthly XXXX auto draft processed after that. It would be understandable to be charged 2 overdraft fees due to this, but I was charged 5 separate fees before my check was deposited! I called to attempt to have the excessive fees waived, they only agreed to credit one. The agent I spoke with was kind, but stated that's all she can do. She was unable to confirm how many fees I've been charged in the past 12 months. I believe that BB & T charges fees excessively, charging fees for transactions before the checking account is overdrawn. I never had this issue with XXXX XXXX, the bank that sold my account to BB & T, nor with any other bank I had accounts with. Please investigate this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A