Date Received: 2021-01-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: At XXXX on Wed, XX/XX/21 we received an email confirmation for our XXXX signing appointment to close on the refinancing of our mortgage that day. When the signing agent, XXXX XXXX, did not show up, I called her at XXXX. She said the bank had never sent her the paperwork so the appointment had been cancelled, and Truist Bank was supposed to have called us. I called our loan officer, XXXX XXXX, at XXXX and left a voice message to please call us, but XXXX never called us back. At XXXX I called our loan processor, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ), but she did not know why there was a problem and said she would look into it. We let her know we were very upset because my husband had taken the day off from work in order to be available for the signing. We waited two hours, but when we did not hear back from XXXX, we emailed her at XXXX to request that a manager call us back to explain what had happened, and we requested to reschedule the closing any day between Fri Mon. We never received a call or were contacted by her manager. XXXX called me on Thurs, XX/XX/21 and said she would try to reschedule the appointment for Fri, XX/XX/21. At XXXX on XX/XX/21 we received an email confirmation for a XXXX XX/XX/21 signing appointment. We received another email confirmation at XXXX on XXXX XX/XX/21. The signing agent, XXXX XXXX, called us the morning of XX/XX/21 and confirmed the appointment but told us he had not received the paperwork yet. I emailed XXXX XXXX at XXXX to tell her we were very concerned about this. She wrote back at XXXX that the closer said she will have it out in an hour to the settlement agent. At XXXX I emailed XXXX XXXX to make sure he had received the paperwork, but he still had not. I talked with XXXX XXXX at XXXX, and she said she would contact XXXX XXXX XXXX At XXXX I emailed XXXX XXXX to find out that XXXX XXXX emailed him, but he still did not have the documents. I called XXXX again at XXXX, but she still did not know why XXXX had not received the paperwork. I asked to speak with her supervisor and was told she was off today, so I asked to have a manager call us back. This was the second time we asked to have a manager call us and for a second time we never received a call or were contacted by a manager. XXXX told us she had the phone number for the closing agent at XXXX, XXXX XXXX and gave us the number. I asked if she could please call XXXX and ask him to hurry because XXXX XXXX had not received the paperwork yet and our appt. was in a half hour. XXXX told us she would call XXXX. When we did not hear anything, we called XXXX XXXX ourselves at XXXX. He said he had not been contacted by XXXX XXXX. He told us he had sent our paperwork to XXXX XXXX 5 minutes ago. We emailed XXXX XXXX at XXXX and confirmed that he had finally received the paperwork, but because it had arrived late, he was unable to keep his XXXX appointment with us. This was the SECOND time Truist Bank had scheduled a closing appointment for us that we were stood up for! At XXXX I left a second voice message to XXXX XXXX to call us back. For a second time, he never called us back. I also emailed him at XXXX and he never emailed us back. XXXX XXXX kindly offered to fit us in for a XXXX appointment the evening of XX/XX/21, which enabled us to finally sign our closing documents, after much waiting and frustration. The fact that Truist Bank scheduled our closing appointment twice and both times were unable to keep the appointment is extremely upsetting to us and highly unprofessional of them. We were also told by XXXX XXXX to bring a certified cashier check for {$260.00} to the closing. However, at the closing we found out that we owed {$910.00}, which we had never been told. We also found out we had wasted our time making a special trip to the bank to get a certified cashier check as the signing agent did accept a personal check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02021
Submitted Via: Web
Date Sent: 2021-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My XXXX year old mother had XXXX surgeries last year throughout 2020 and she is also suffering with XXXX. She banks with BB & T, now Truist. Last summer she apparently had bank statements returned undeliverable by the postal service for XXXX and XXXX. For some unknown reason, her account was changed to electronic delivery in XXXX. However, BB & T continued to charge her money market account {$5.00} per month for 7 months, until we recently realized it. The customer service representative XXXX XXXX XXXX and the manager ( XXXX ) at the XXXX, NC branch refused to waive all of the fees regardless of the circumstances. How many other people, especially handicapped people like my mother are getting charged inappropriately like this? Even if bank statements were returned by the post office for all of the 7 months, banks should discontinue sending mail to a " bad '' addresses after a few attempts. Perhaps that is why the delivery was changed to electronic? We didn't get an answer to that question. But, continuing to send mail to a bad address and charging an " undeliverable '' fee for months on end has the appearance of fraudulently trying to rack up fees and taking advantage of people.
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: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report. Im requested the verification of the inquiries and the method of verification. XXXX XXXX Requested On : XX/XX/2019, SUNTRUST AUTO DEALER FIN Requested On : XX/XX/2019. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60169
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since my mortgage was transfer from XXXX XXXX to Suntrust I have only experienced problems and harassment. Letters and notice that mortgage is delinquent but all my payments are being paid. My mortgage is not properly manage my sunrust. Mortgage payments are not being applied correctly. But the biggest problem is that I am being defraud with the principal balance left on my mortgage. In XX/XX/2020 my principal balance with Suntrust was estimated {$620000.00}. In XXXX I enter into deferred program. In XXXX I request to exit and started to make my regular payments but now Suntrst charging me an outstanding principal balance estimate {$620000.00} plus a deferred amount of estimate {$18000.00}. How can this be correct. I spoke to Suntrust. Spend hours and hours in the phone, request to speak to a manager ( that never call you ) and nothing. I dont know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11570
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a SunTrust checking account on XX/XX/2021 with opening deposit of {$100.00}. I deposited a {$1400.00} check on XX/XX/2021 at a local branch and was immediately notified by mail that a 10-day hold was placed on the deposited funds. I lost online banking access to my accounts shortly after making the {$1400.00} deposit then received a letter dated XX/XX/2021 notifying me that my account had been closed by SunTrust 's fraud operations team without cause. The letter stated that my remaining balance would be mailed within 5 days. On XX/XX/2021 I received a check for the {$100.00} opening deposit and upon calling SunTrust to check on the remaining {$1400.00} balance to be refunded they explained that I needed written letter on the issuing bank 's ( XXXX XXXX XXXX XXXX letterhead stating that the funds were truly intended for me. I called the issuing bank with a SunTrust representative also on the phone with me on XX/XX/2021 and the issuing bank declined to release any information regarding their accountholder 's account other than that the account existed. The funds have cleared the issuing bank and the 10-day hold period has expired. SunTrust 's actions seem to be in violation of Regulation CC as they have exceeded the initial 10-day hold period and failed to notify me of any additional holds. Since it is the issuing bank 's policy not to disclose the confidential client information SunTrust is requesting of me in order to release the funds, I am not able to access funds that are rightfully mine and in SunTrust 's possession.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33618
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I feel so unsafe. Violated in every area of my life. So I am shock to learn my hard work will never be safe with my bank. Simply, because privacy have been violated several times from my bank. I contacted my Bank Suntrust. XX/XX/XXXX Wednesday, to report yet again another unauthorized transactions to my account. I should have been contacted my bank since XX/XX/XXXX in regards to other charges. But that day I was extremely disappointed as a customer about my safety with XXXX. As well as SUNTRUST. My bank etc. I called to cancel my Debit Card and dispute several transactions. I was told they wouldn't be able to assist me over the phone. To go to a branch. When I went to a Branch on XXXX in XXXX County. Demanding funds since I was unable to get another Debit Card over the phone. They refused me basic service as a customer. Refused me entry into the bank to close the account. When the bank was open. I saw customers inside. They refused me entry to talk to a Branch Manager. Or to request another Debit Card. I feel so unsafe with this bank after the treatment I endured from Suntrust Staff. I no longer feel safe with my hard work and funds at their bank. I am writing this official complaint. To document my final dissatisfaction as a loyal Customer and Client of Suntrust and XXXX. As well as to pursue legal claims against them. For the harassment and degrading services. I received as a customer. The bank was clearly open. I was denied entry to even close or withdraw my personal funds. After submitting proper identification. I was treated like a dog by Suntrust Bank Staff. I was told. " To go to the window for my cash. '' At the drive through window like I was in a car. I am currently XXXX. My XXXX XXXX XXXX is on. I was XXXX XXXX XXXX XXXX. Needed funds to go purchase XXXX. I want to pursue a Civil Lawsuit against Suntrust ; for the being denied service at my bank. A bank that have my money. That have caused me so much emotional distress. I want to file a Civil suit against those companies that violated me. As well as the staff, that denied me proper service as a loyal customer. After proving my identify. By showing my bank card and Identification. I still was unable to get a replacement card with my bank SUNTRUST. To go shop for XXXX. I had to go into a bank for cash I was denied entry. I want my accounts closed and to sue Suntrust and XXXX for their violations of my privacy. This is my Official Complaint to document these Institution abuse of power and violation of my privacy. I want to file a Civil suit against those companies that violated me. As well as the staff, that denied me proper service as a customer Loyal Customer and Client of Suntrust for over 2 years. After proving my identify at the Bank I was still unable to get a replacement card or allowed entry to the bank. This harassment ' from Suntrust is unbearable from any bank. Hindering me from access to go my funds to go shop for XXXX during my XXXX XXXX. I had to go into a bank to be insulted and denied entry. I want my accounts closed and to Sue Suntrust and XXXX for their violations of my privacy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice that my payment would increase substantially due to an escrow shortage. After a lot of research I found a payment made from escrow for insurance in XX/XX/2020. The amount was more than double what my insurance premium is, and my premium was also paid. After hours on the phone with BB & T they found that they had paid a policy for the previous owners with XXXX. After contacting XXXX, BB & T told me they'd received a bill from them in the previous owners name and it was paid when it should not have been. XXXX had refunded that amount to the previous owners, who then cashed the check. They said they would look in to it, try to obtain reimbursement from XXXX and I should be refunded at an unknown time, at which I could request re-evaluation of my escrow account to lower my monthly payment to normal amount again. I let them know this is not acceptable. This was not my mistake and had nothing to do with me, that they paid someone else with my account and that I expected an immediate refund. They said they would have management call me in 24 hours. I waited 72 and received no call. I called back then, once again stating that I expected an immediate refund. BB & T once again informed me there's nothing they can do and I will just have to wait as long as it takes. I requested to be transferred to someone in management, at which point the line was disconnected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76116
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: In XX/XX/2020 Suntrust closed my account. On calling them, they admitted that they had closed the account by mistake, and promptly reopened the account, and established the same balance. However, online banking was not re-established. I have tried countless times on the call center to have online access re-established, the last time today, speaking to a Ms XXXX. She, and all previous agents, claim that they have insufficient information to be able to create online access. I appreciate that the bank must establish my identity when calling, and I am prepared to assist with this process, whatever means necessary. However due to COVID travel restrictions, I am unable to travel to a Suntrust branch. I reside in XXXX XXXX, at the address which the bank has on record. All communication regarding this matter was on the telephone, Suntrust does not offer an email helpline. Therefore, I have no supporting documentation to attach.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Getting the loan
Subissue:
Consumer Complaint: Where do I start. It's been a nightmare for 17 days now. 1. I came across the XXXX website on XX/XX/XXXX. I wanted to do a home improvement project and other websites recommended XXXX as a lender who provided great personal loan options and rates for excellent credit borrowers. 2. I was looking for a maximum loan amount at the longest terms and best rate. XXXX advertised these ( attached ) and since I had an exceptional credit profile and high income, I thought it wouldn't be a problem to get the desired loan. Based on this information, I decided to proceed with an application. 3. Based on the advertised rates ( attached ), I submitted an application for $ XXXX for 144 months at an APR rate starting at 5.99 % on XX/XX/2021 ( attached ). Since my credit profile was exceptional ( credit score > 815 ), had a high income and no missed payment ever, the reasonable expectation was I'd get the best terms. It's important to note that I proceeded with an application ONLY because they offered {$100.00} AND at terms of more than 10 years. 4. For the record, ever since I submitted my application, I've had 42 email correspondences with XXXX and 3 phone calls ( no space to attach all evidence - upon request it can be provided )! That happened within the timespan from XX/XX/XXXX to XX/XX/2021. No other company or lender has been so dismissive of my questions and concerns! 5. XXXX sent me an email on XX/XX/2021 requesting to give them a call. My days were fully booked and I didn't have time for phone calls, so I wanted to communicate online. However, their email read " Please note that we are unable to respond to replies to this email. '' even though that message was contained in an ... email. Nevertheless, I replied by saying that my schedule was fully booked and I requested for them to give me a call around noon. Nobody acknowledged my email nor did they call me. 6. I gave them a call on XX/XX/XXXX-XX/XX/XXXX. They had sent me an email aggressively stating " We apologize for any inconvenience, but we would need to speak to you via phone. '' They absolutely ignored their potential customer 's preferences and schedules! The call consisted of a lady asking some basic questions for identity verification purposes. At the end, she asked if I'd need the loan for home improvement. I said obviously yes, because that's what I applied for. She mentioned that I'd listed a rental where I currently lived, so I clarified that at least 70-80 % of the loan would be for a vacation home improvement abroad ( XXXX ). She said ok and told me I'd receive an email after they review. 7. I received an email on XX/XX/2021 that I had to log into their portal and provide documentation that prove a ) income ( pay stub ) and b ) liquid assets. I said ok, fair enough, and logged into my account. I was shocked to find out that they had changed my original loan application request! It was listed that as if I had applied for $ XXXX for 84 months at rates starting at 10.99 %!!! Not only did they change the loan term and rate without my knowledge, but also presented it AS IF I'd personally requested this amount, loan terms and rate, which was a lie!!! Absolutely disgraceful and falling within the bait and switch illegal practices category. I was furious, to say it mildly. 8. I emailed them on XX/XX/2021 asking about what was going on. After a series of more than 8 mind-blowing replies from clueless agents who completely ignored my messages and were providing general answers to their own questions or referring me to call them, I became even more frustrated. Examples of their unprofessional treatment of a potential customer were " You must complete and submit our online application in order to be considered for a loan. '' ( when I've already had a submitted application ) or " We are not a FICO score driven company. '' (??? ) or " Our lowest rates for any given loan purpose, amount and term are for borrowers with excellent credit '' ( yep, and I was with an exceptional credit ) or " The rate will be determined based on a review of your entire credit profile, the selected loan purpose, amount, and terms. '' ( hmm, yep, I've already submitted an application and selected a loan purpose, amount and terms, and you changed those after the fact, without consent or notice and played it as if I'd done it! ) or " In order to narrow the scope of the interest rate ranges that can be offered, please ensure you are entering the purpose, amount, and term on our rates page '' ( again, I've already done that, and the question was why you changed my original request! ). Eventually, I was fed up and replied with " I have ALREADY applied and have ALREADY received an offer. Have you read my previous emails? Please connect me to a supervisor. '' 9. An important piece of this blood-boiling email correspondence was about their Rate Beat program, quoting what they told me after I requested a competitive offer 's match : " XXXX offers a " Rate Beat '' program. In order to be considered for our " Rate Beat '' program, we require you to provide us with an approval email and the Truth in Lending Statement or the Truth in Lending Statement only. The loan approval must be for the same loan type, loan amount, loan term, have the same payment method and be available to all customers of the financial institution. '' 10. Well, did you read the above? Let me translate to you : " We pretend to offer a Rate Beat program, but the reality is we don't. We just market it so we can mislead customers. Even if you try to get it, we've made it extra hard, so you will never succeed. However, rest assured, we are offering you these high rates because you won't have other options anyway, however, we would be more than happy to match the rates of a competitor if you happen to lose days of your life to prove to us what we know can not be proven ''. 11. Point 9. and 10. from above are crucial pieces of information. Why? See below. 12. After or around XX/XX/XXXX, I had a call with a ( supervisor ) lady about that fact that they had misled me and converted my original request into another type of request without my knowledge and authorization. In other words, I had applied because they claimed - on their website and during the application process - that I could get a loan of $ XXXX for 144 months at lowest rates of 5.99 %! Had I wanted to apply {$100.00} for loan terms of 84 months and rates above 10.99 %, I'd have not applied to XXXX at all! I filed an internal complaint. 13. Another person from XXXX called me and left a voicemail the next day. We had a long call, in which he basically said " It is was what it is, take a hike ''. His continuous assurances that they cared, that he understood my frustration and the reasoning, etc, etc, etc, bla, bla, bla were only empty words. When I asked what they would do in order to help me get the loan I requested, he basically said " Nothing ''. He wanted my extensive personal financial documentation uploaded without giving me any guarantee I'd even get a loan, let alone at reasonable APR rates, terms, etc. Again, let 's not forget I applied for a loan of $ XXXX for 12 years at around 5.99 % -maybe up to 8-ish % given my exceptional credit, income, assets and payment history. Instead, we were discussing what they had decided I'd applied for : $ XXXX for 7 years and rates from 10.99 % up to around 16 % - and whether or not I'd even qualify for that! I told him - if you want proof of certain income and proof of certain liquid assets, imagine you had that proof, and the 100 % evidence - what would you give me? He said he couldn't say. In short, they made me now fight for terms that I even didn't care about anymore because I was not interested in those and in order to do that I had to upload an extensive personal financial documentation! They were doing nothing but attempting to collect financial data for free! They were doubling down on gains in both the domain of loan terms & rates and the domain free financial data ( with some privacy violations! ) 14. After all of this, I was resistant to move forward. I had other options and resources to have plans B. 15. However, they continued sending me reminder emails insisting I upload my docs. I decided to upload my pay stub - it was the usual documentation that most lenders require anyway and it was sufficient to prove my creditworthiness. I was not open to upload full statements of all my assets (!! ). 16. On XX/XX/2021, I logged into the XXXX portal to find out that they had issues with my uploaded pay stub. Quoting " We have received the verification documents submitted. However, the pay stub received is cut off. Please upload or fax a full printer friendly version of your pay stub ( s ) showing your name, name of employer, a detailed view of earnings and deductions, and dated within the last 30 days at your earliest convenience. '' The same day, I emailed them about that to ask what was the issue and why it was important. Obviously, did you expect they would address my questions? Right, they didn't. They usually address only THEIR questions and provide answers only to those. Clearly, aggressive dictatorship-style and one-way street orders like this " Please call us at XXXX XXXX XXXX XXXX, so that we may further assist you. '' were abundant as single liner emails instead of answers. Customer preferences and needs? No, that wasn't important - we, the potential customers, had to follow their and only their preferences, needs, orders, etc. 17. After another sequence of 10 back-and-forth emails regarding the issue in place, they assured that they would review my application with whatever I had uploaded. In the meantime, I said ok - I'd upload something asset-like, so I had uploaded snapshots of the statements of 4-5 of my asset accounts as well, that were proving at least 85 % of the total assets amount they required. 18. On XX/XX/2021 they sent me an email to sign in into my account and review. I was shocked again! They gave me a counter-offer (!!! attached ) for $ XXXX for 84 months at 10.24 %!!! Let me analyze this - they a ) reduced my requested loan amount by 60 %, b ) reduced my requested loan term by 42 %, but c ) kept the APR rate ridiculously high! They had attached a Decline Notice ( attached ) " explaining '' why they would have approved " my '' request ( remember, my original request was different from the one they presented as if it was " my '' request ). It consisted of a number of lies, such as " Insufficient income and/or assets for loan amount requested '' (!!! ), " Insufficient credit history '' (!!! ). Needless to say, those seemed like made up. 19. Obviously, I was frustrated. It was both a joke and a bait-and-switch scheme in my mind. Reluctantly, I decided to explore and pursue the promised XXXX " Rate Beat '' program. I had multiple offers from other lenders, and one of them was for $ XXXX for 84 months at 8.99 % ( quite similar to their " counter-offer '' ). I provided that information in an email on XX/XX/2021. What do you think happened? That's right - nothing different from what I described above, especially in point 11. 20. After an exchange of another series of 10 useless emails over 3 days from XX/XX/XXXX to XX/XX/2021, I was fed up. They shut me up and drove me to understand that that " Rate Beat '' program was a hoax, as I hypothesized above, and they had no intention whatsoever to allow me to pursue it. How do I know it? Well, I also received single-liner emails unequivocally stating " The counter offer is firm and non-negotiable. ". Keep in mind I didn't say " an email '', I said " emails ''. That's right - this was given to me as an answer to my questions about their " Rate Beat '' program not once, but at least twice. Plus additional once such as " Unfortunately, as a counter offer is made, we are unable to negotiate the terms that our credit team has set on the application. '' 21. To summarize, I decided to apply for a home improvement personal loan from LightStream ONLY BECAUSE they marketed they offered a ) $ XXXX, b ) for 144 months and c ) at rates starting at 5.99 % for their best credit worthy customers ( I was ). Instead, I was misled, lied to, given orders, ignored, patronized, ignored again, treated unprofessionally, forced to provide extensive private personal financial information for free, etc, etc, etc. That's a classic bait and switchpractice - they lured me to believe I can get something reasonable from them, and during the game they were constantly changing the rules of the game at my expense until they arrived at WHAT they wanted rather than at what their customer wanted and requested. 22. The whole application process and experience was a nightmare. I feel conned by XXXX. I feel used and taken advantage of. I feel they did everything in their powers to put me in a corner and pressure me to get what they want me to get, rather than what I requested I'd like to get. They knowingly hid information from me and acted behind my back. They deliberately propagated lies and NEVER answered my questions. NEVER! They considered the loan application process as a one-way street and they were the dictators giving all orders and determining all rules of the game. They mistreated me in multiple dimensions and discriminated against me based on national origin. I've NEVER dealt with a company that deals with their potential customer in such an unfair way! 23. Finally, the final loan offer they gave me was the WORST out of the offers from all lenders. More importantly, it had nothing to do with the requested loan when I submitted my application to XXXX. Furthermore, they presented a Rate Beat program that didn't exist in reality. PS. Additional documentation evidence may be provided upon request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94025
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Please refer my previous complaint # XXXX. It was : -- -- -- -- - I had opened a Checking account with BB & T last month. I have setup the direct deposit also. I have no idea why BB & T has blocked my online access? As during COVID-19 me and my spouse is working remotely ( from home ) as well as helping the kids during their online schooling. It seems BB & T called and my spouse picked up up the call - but he was in a meeting and I was also in the meeting. I tried to call back BB & T at XXXX but there is so many confusing menus and no way to reach out a human being. Worse thing - during this pandemic - this bank is giving tough time to it's customers - by blocking their online access for no good reasons. Moreover My XXXX payment request is also blocked or stopped. I want full access to my BB & T and freedom to use my account - as end of the this is my money and I need to have the access during this testing times. -- -- -- -- -- -- I am not satisfied with the response of BB & T after CFPB intervention. My access is blocked. I tried calling them but it's a long wait and confusing menu. Ideally they should have provided the direct number to reach out to them. With my full time job, preexisting conditions during pandemic - I can not think of going to their branch and risk my life. So i would l like my account to be closed and all the money being sent to me by check or money order. I just don't want to deal with this bank anymore.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A