Date Received: 2023-12-04
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have business checking account with Truist Bank. A charge on my debit card for {$25.00} was presented on XX/XX/23 and the account had insufficient funds to pay the transaction. Truist paid the transaction and charged me an overdraft fee of {$36.00}. The account is then negative and another charge for {$15.00} was presented via a debit card transaction and this transaction was paid and I was charged another {$36.00} fee. I spoke with a representative that advised that when I opened the account it was a part of the agreement I signed. I requested a copy of the signed agreement, and they advised me it was on the document center. I was unable to obtain a copy of the signed document there. I was never told at account opening that debit card transactions would be approved with funds not available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Subject : XXXX XXXX XXXX Truist Bank XXXX XXXX XXXXXXXX XXXX and Delay in Funds Release XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX fl XXXX XXXX XXXX XX/XX/2023 Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXXXXXX, Iowa XXXX Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Truist Bank regarding their handling of my recent tax refund deposit. On XX/XX/, I received a tax refund check in the amount of {$44000.00}, which I subsequently deposited into my Truist account on XX/XX/2023. While I understand that checks may be subject to a reasonable hold period for security reasons under the XXXX XXXX, I am concerned about the excessive delays imposed by Truist Bank. The initial 14-day hold was within the bounds of the XXXX XXXX ; however, my account was subsequently held for an additional period, which appears to be in violation of the XXXX XXXX . This extended delay has caused undue hardship and inconvenience, and I am seeking your assistance to prompt Truist Bank to release my funds promptly. Furthermore, the bank 's actions have eroded my trust in their services, and I am requesting the closure of my account with Truist Bank indefinitely. I have lost confidence in their ability to adhere to established policies and conduct proper commerce. I trust that the Consumer Financial Protection Bureau will investigate this matter thoroughly and take appropriate action to ensure compliance with the XXXX XXXX. I appreciate your attention to this complaint and look forward to a prompt resolution. Sincerely, XXXX XXXX Subject : Additional Complaint Details Discrimination and XXXX Profiling by Truist Bank Employee Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX Dear Consumer Financial Protection Bureau, I am writing to provide additional details regarding my previous complaint against Truist Bank, as I believe there were instances of discrimination and racial profiling during my interaction with one of the bank 's employees. Upon depositing my tax refund check of {$44000.00} on XX/XX/2023, I was subjected to inappropriate and intrusive questioning by a Truist Bank employee. The employee asked me personal questions about the source of my funds, implying that I should not have such money based on my age and race. Specifically, I was told that being XXXX XXXX XXXXXXXX, I shouldn't have this amount of money and that I needed guidance on how to use it properly. This line of questioning not only violated my privacy but also subjected me to racial profiling and discriminatory assumptions. I am deeply concerned about this unprofessional behavior, and I believe it is essential for the Consumer Financial Protection Bureau to address these allegations in conjunction with the delays in releasing my funds. I kindly request a thorough investigation into this matter to ensure that Truist Bank addresses the discriminatory conduct of its employees and takes appropriate action to prevent such incidents in the future. I appreciate your attention to this serious issue and look forward to a resolution that upholds the principles of fairness and equality. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2023, I went thru my bank Truist to submit a payment using XXXX payment portal for a neighbor who did pet sitting for me while I was on a trip. That payment was made thru my Truist Checking account on XX/XX/2023, to a XXXX XXXX XXXX, who is my dog sitter, and neighbor. Unfortunately, when I sent thru XXXX, I entered XXXX XXXX as the recipient as she should have been, and put in her mobile number. When I entered her mobile number for her payment, I entered phone number XXXX and in the amount of {$380.00}. A few days later I asked XXXX if she received the monies. She said she had not. We went back to see what happened. I had inadvertently put the phone number in as : XXXX. Therefore, the last four digits were incorrect. I called Truist immediately who told me to call XXXX. When I called XXXX, they told me to call the person I sent it to to fix the problem. I thought this to be a very crazy and unprofessional way of doing business, a random person calling a phone number to ask for funds back that were inadvertently sent. I couldn't believe this was XXXX XXXX answer but it was. So I did ... .and I got a voice mail from the phone number. I left a voice mail but never received a call back of which I'm not surprised in this era of fraud and scams. I then went into the Branch at Truist at XXXX in XXXX, Virginia. One of the representatives helped me with paperwork needed to provide to the fraud department to show what had occurred. We called a call center who was clearly in another country- of which I had no problem with - except we could hardly understand them, and they also had asked us to call the person with the phone number. The Truist representative said this wasn't a good option, and we reported a fraud report, provided the information and on what had occurred. While I understand that it was my inadvertent phone number, I can't believe this is XXXX XXXX option for assisting when there is an error. I received a letter from Truist on XX/XX/2023 stating their denial of my claim for the {$380.00}. They stated that " based on a review of our records and the information gathered during the course of our investigation, we have determined with respect to the above-reference amount that the transaction ( s ) was initiated by you for the amount due for which you received benefit. You are encouraged to resolve the matter with the merchant. " I will provide this letter for your review. I find it hard to believe that this is the response, and that any investigation was done. The " merchant '' who received the monies should have to return the monies. Also, the letter that Trusist sent doesn't even provide a member, it only has " Truist Enterprise Fraud Management ''. I am just appalled and amazed that a " large bank - to big to fail .... '' only has a solution like this, and that their answer was to call the " merchant '! It is a phone number tied to a person not a merchant! Though I made an error and obviously a costly {$380.00} one, I again find it unbelieveable how this was handled and this was the only solution. If I can't be helped, I sure think others should, especially as large as XXXX payment processing it. Please review and assist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 241XX
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: In XXXX, I opened up a credit card ending in # XXXX for the purpose of having NSF coverage for my bb & t/ Truist checking account. The banker did NOT make me aware of a fee of {$450.00} annual fee. Had I been made aware of this fee, I would NEVER have opened this credit card account. In XX/XX/2023 I was charged {$450.00}. I rarely used this card and was receiving XXXXXXXX XXXX at that time, so I did not see this charge until XXXX. Since that time, I have called Truist bank, Truist credit card & Truist rewards debt, multiple times, asking for a refund of this fee as I was NOT aware that I would be charged this amount. I have been to the bank in-person and have made additional calls still trying to get this refunded. As of XXXX, I lodged a complaint with Truist -- they refused to provide me a copy of the complaint - I was given a complaint # XX/XX/2023 XXXX with compliant. Since that time, I have been told that this card was " grandfathered-in '' - and its details, rewards, costs and info are NO LONGER on any Truist website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32779
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Problem when making payments
Subissue:
Consumer Complaint: Signed a contract with XXXX XXXX XXXX XXXX to do work shortly after XXXX XXXX, and financing was through their lender, Service Finance Co. LLC. The financing contract and work contracts were signed and approved on XX/XX/2023. Work was supposed to be started by XXXX on XX/XX/2023, but on XX/XX/2023 I received a call from XXXX stating that the permit to do the work was taking longer because of the hurricane. I had mentioned that I need to head back to XXXX to deal with things after my mom 's death, but could have someone at the house when they arrive if I can't get back when work starts. I was told that the work could be pushed out and that they would let me know if pushing until XXXX would cause me to not have my interest rate that was signed for. I did not received any information from either XXXX or Service Finance that they canceled my loan without my written or verbal permission. XXXX did the work and sent me an invoice on XX/XX/2023 saying to pay the amount or contact them for financing. That was the first time I ever heard that I no longer had financing, and would not have gone through with the work if I did not have the same loan terms that I signed the contract for. At this point XXXX is blaming Service Finance and vice versa for being the ones at fault. At this point Service Finance offers me a new finance rate of 9.99 % when originally it was 6.99 %. I feel I have been mislead by both companies at this point, and neither company is accepting some blame and working with me. The rate hike would now cost me an extra {$5500.00} in interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Truist update website after merger with SunTrust. Website removed due date from mortgage page. I started setting up payments on the banks website to pay the mortgage at the first of the month. The XXXX payment was set up on the website but was cancelled or did not process ( not due to lack of funds, XXXX in accounts at the time ) Bank did not notify and appears to have taken steps to hide that the payment was not processed. I noticed a sharp drop in my credit score from my credit monitoring service who stated that a payment was 30 days late. Found that the mortgage payment was not processed. Attempting to pay the amount, I was unable to make a payment online. All other functions of the online system worked fine but the mortgage payment option was removed with a number listed on the webpage did not connect to the correct department to process a payment. I received a letter on XXXX from the bank which stated that the payment was late. I called the number on the letter and was informed by the rep that shutting off the payment option was Normal. The bank rep also stated the the bank was unable to leave a msg on my cell phone and referenced the Law I looked up the law while on the phone and informed the rep that the law did not state they were not allowed to leave a msg. I authorized the payment for XXXX and XXXX since I was still unable to make a payment online. I requested to speak with a manager to discuss what happened but was told the manager would need to prepare for the conversation and call me back to discuss. I informed the rep that if the manager did not reach me, they were to leave a message. The manager did not call or leave a message. I monitored my account closely and found that the rep I spoke with did apply my payment to both the XXXX and XXXX payments as I instructed. The rep applied all the money to the XXXX payment and left the XXXX payment alone. It is clear they attempted to repeat the issue and have the XXXX payment go past due. I had to call back and have another reluctant rep correct the mistake. My wife visited a local branch as no one would speak with us regarding the situation, the banker at the branch called the number to correct the situation as they did not agree with the way in which the situation was managed thus far. On the phone in front of the banker the rep stated they would remove the late fee but would not provide any other assistance, we were told that a manager would not address the situation because we did not have proof that the payment was set up. This is an electronic system, and we would not be able to provide evidence of what we did if the bank made a change. I have now started taking a picture of each payment as I make them. The banker involved the bank manager. The bank manager was unhappy and filed a complaint on our behalf. No one responded to the complaint. During this time, I received an email requesting that I fill out a survey about my call to the original rep to which I had spoken. The survey was negative. I received a message on my phone stating that the complaint and issue was forwarded on to a manager in the mortgage department. I did not receive a call from anyone in the mortgage department. We now have a 30 late payment on our credit, this is the first time we have ever had an issue. The bank will not speak with us regarding the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hello I contacted the bank on the XX/XX/XXXX after I got notification on my phone there was a negative balance after somebody attepet3d too hack my account and my business partner it was a charge of XXXX cent that came out off my debit card then they put it back in the bank had me on hold too look into it and the rep came back too the phone and said the attempted too do your business partner the same way they took out XXXX cent and put back in all I. The process I was on phone with rep truist charged my.account overdraft fees because the fraud er made 4 transactions n 2 mind both taking out the some of XXXX and putting it back in each time charged my account XXXX dollars at the time I had over a XXXX XXXX something dollars I. The account the rep said I definitely can see fraud happening as we speak fro.a. company called XXXX or something of that nature the rep request me too order new cards but unfortunately since the charges are pending they can't dispute it until items stop pending I called back again next day after noticing I deposited XXXX dollars XXXX after a load delivery my account has become I. The negatives I only used my card in XXXX al not XXXX I told the bank I want too dispute all charged if you would have blocked the merchant or whomever that was drains my account first this would've never happen the insured me they will get my money back asap I receive a email saying they not honoring my.claim I'm so confused I deposit XXXX too a XXXX weekly they took XXXX dollars multiple times over the holidays this isn't fair at all and i. Top of that she told me my over draft fees will be rienbursed because the ppl who attempted too take Money agian took it out and put same amount rite back in all n a XXXX min span on both mtle and my partners card 2 separate transactions I want suppose too even be charged anything If I caught it there was XXXX other transactions I disputed all dealing with the same.claim over XXXX dollars and rep of truist seen it with her own XXXX eyes on Her side she told me call back wen it stop pending and we will reimburse you those over draft fees because the MOney never came out now all a.sudden my.account went from. Current too a negative XXXX dollars this isn't good customer service nor do it seem my account is protected I have made same deposits every week nor was I in XXXX al at time they I have a copy of claim ID please Investigate this matter we work too hard too be robbed like this nevernhappen before.i. my life thanks XXXX bless the claim number XXXX XXXX : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Problem when making payments
Subissue:
Consumer Complaint: 1. XX/XX/2023 a Notice of Claim of interest and beneficial ownership was sent to Truist Bank along with instructions for setoff, tender of payment, and request for specific accounting information regarding the account and a Demand for Adequate Assurance of Performance via Post Office. The tender of payment was for {$28000.00} 2. Truist confirmed receipt of the notice and payment via email on XX/XX/2023. 3. Truist aggressively pursued and continues collections by phone and dishonored the tender without cause. 4. XX/XX/2023 a Notice of Opportunity to Cure was sent to Truist by Post Office and specific account information was again requested, but not yet received. 5. Truist violated the law by sending a debt collection via post card which is prohibited pursuant to 12 CFR 1006.22 ( f ) ( 1 ). 6. XX/XX/2023 a Notice of Acceptance and Demand for Adequate Assurance of Performance was requested along with instructions for setoff and a tender of payment by Post Office. I also received another phone call from Truist on this date. 7. XX/XX/2023 received another phone call from Truist. A notice was sent to Truist upon request from a Truist representative to please forward all communications sent thus far by email. The email communication was sent to XXXX, XXXX, and XXXX. The email included written communications and recordings of phone communications from XX/XX/XXXX and XX/XX/XXXX. 8. The email sent on XX/XX/XXXX also expressed my equitable interest as benefactor and beneficiary and requested a written reply which has not been received as of XX/XX/2023. 9. Questions for the CFPB to ask Truist in their fiduciary capacity as trustee... a. Did Truist receive a transfer pursuant to 15usc1692 ( a ) ( 4 )? b. Who's initial capital was used to securitize the security collateral? c. If you performed according to the agreement and if you concealed material facts ; d. If you made a bookkeeping entry recording the security collateral belonging to the aforementioned Principal as a loan to Truist ( formerly known as Branch Banking and Trust Company or BB & T ) or another third party ; e. If you have traded my security collateral on the secondary market ; f. If you have followed the Fair Debt Collection Practices Act ; g. If you have followed the Federal Reserve Banks ' policies and procedures ; h. If you have followed public law regarding Generally Accepted Accounting Principles ( GAAP ) and Generally Accepted Auditing Standards ( GAAS ) concerning the above referenced account ; i. If youve filed any Internal Revenue Forms regarding abandonment, acquisition, or cancellation ; j. If there are any discrepancies and ; k. Why have you refused to provide an Adequate Assurance of Performance as requested in writing? Additional Information : XXXX XXXX XXXX XXXX is listed on the Trust Indenture filed with the Securities Exchange Commission. They have been copied on the notices sent via Post Office. I have also copied the registered agent on file with the Secretary of State in Georgia. 10. I require clarity from Truist regarding what pay a bill means... a. The monthly correspondence says, " STATEMENT '', not " Bill '' and is a " representative of value '' pursuant to # 18USC8 b. Does not state it is an " attempt to collect a debt '' nor make a demand for payment. c. Uses a symbol ( $ ) that is NOT defined in law and does not specify the specie of " payment " the digits following describe. d. Is a " deceptive form '' and " false and misleading representation pursuant to # 15USC1692j and 15USC1692e respectively. [ also see 17 CFR 240.14c-6 ] e. is being used to " create a fictitious obligation '' pursuant to # 18USC 514. f. Can and is being used to secure Federal Reserve Notes from the Bank directly to the applicant pursuant to # 12USC412. h. Can be purported to be unlawful and the discontinuance of service " cruel and unusual punishment '' pursuant to Article the eight of the federal Bill of Rights and corresponding state version. My equitable interest pertains to the beneficial ownership of the specified property or asset. While I may not hold legal title to the property, I have a vested interest in its benefits, value, and use. This equitable interest is governed by the terms and conditions outlined in the relevant legal documents, including any trust agreements or instruments. My equitable interest involves the following key aspects : Beneficial Ownership : I hold a beneficial interest in the property, which means that I am entitled to receive the benefits and value that the property may generate. Rights and Entitlements : While legal title may be held by another party, I have the right to receive value, proceeds, or other advantages associated with the property, in accordance with the terms of the trust agreement or other relevant documents. Equitable Considerations : Our equitable interest is guided by principles of fairness and equity. I am entitled to receive a just and reasonable share of the property 's benefits. Trustee 's Role : Since the property is held in trust, the trustee is responsible for managing and safeguarding my equitable interest, ensuring that our rights are respected and upheld. Please note that my equitable interest is distinct from legal ownership, and it is important to consider both aspects when discussing matters related to the property or asset.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XXXX On XX/XX/2023, I opened a checking account with Truist which had a promotional bonus of {$300.00}. The term on the advertisement was that I needed to have a direct deposit total of XXXX XXXX/month. I satisfied the term. However, I was denied the bonus. On XX/XX/2023, I reached out to Truist customer service and was told that I needed to wait after the Q3 promotion ending date on XX/XX/2023. After which, their bank would do a review of my account. On XX/XX/2023, I reached out again to Truist online customer service since I still havent received my bonus. They told me to continue to wait Oh XX/XX/2023, I went to a Truist branch. The banker helped me talk to the promotion customer service, which they now informed I would not receive the bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check on XX/XX/28. The check that was deposited was from my 401k. The company that I previously worked for closed. The check amount was about {$1700.00}. I wasnt informed about the check being on hold for 7 days until after the check was deposited. I called TRUIST the following day to discuss the matter. The compliant was escalated to a mange ent and I informed I would receive a call regarding the compliant. I never received a call. I called again on XXXX to have the matter further discussed. The first representative told me the funds couldnt be verified by the issuer of the check. She then transferred and I was told I dont have enough funds to cover the check. She informed me that she needed to contact the representative that was handling the escalation by management that the representative wasnt available. I was told to call back at XXXX on XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A