Date Received: 2023-11-27
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We received a business credit card with Truist Bank for the condo building which I am the XXXX for, XXXXXXXX XXXX, in XXXX 2023. We used it once, to pay XXXX on XX/XX/XXXX. We used it a second time on XX/XX/XXXX, to pay the XXXX web service. Sometime between those two legitimate transactions, someone got our card information without our permission and made thousands of dollars in fraudulent charges. As soon as I discovered the charges, I made sure nobody at XXXX XXXX had authorized the charges, and on XX/XX/XXXX, I filed a fraud claim with Truist over the phone. The original credit card was cancelled, and the agent told me that some fraud paperwork would be mailed to me, and I would have to send it back right away. I explained I was going to XXXX for three weeks in XXXX and asked for the documents to be emailed to me. I never received ANY information via email. In XXXX I called dozens of times requesting the paperwork. In XXXX, when I would call, I was transferred to dozens and dozens of agents who could not help me. It was extremely frustrating. When I got back from XXXX, I checked my mail, to see if the paperwork had been sent by mail instead. I did not have anything related to the fraud case in the postal mail either. In XXXX I began calling several times a week. Apparently, the fraud case was filed incorrectly the first time and did not include most of the charges. On XX/XX/XXXX, we paid the two legitimate charges plus the late fee, because Truist would not accept the payment from our financial services company. Yet, on XX/XX/2023 our balance still shows as {$3700.00}. On XX/XX/2023, I finally received the first correspondence from Truist regarding the case. However, case XXXX only listed seven transactions totaling {$450.00}. As soon as I received that letter, I called Truist. They escalated the case and submitted a more complete fraud case, XXXX on XX/XX/2023. I waited a week and called again, and they escalated the case a second time because they could not explain why the charges had not been removed. I did get a letter in the mail about the third fraud case, which was dated XX/XX/XXXX, but I did not receive until the week after that date. The letter directed me to call a phone number that was incorrect to obtain an affidavit of fraud. I replied to the XX/XX/XXXX letter on XX/XX/XXXX explaining in detail what a complicated and frustrating situation it was and sent the letter with all the paperwork I had received up to that point to the Truist Fraud division email box. In XXXX, I had to go into the Truist branch for help when the customer service line said they could not help me. At the branch, I learned nobody knew if an affidavit of fraud would be necessary, and if it was necessary, how I would be notified of it. I continued to call Truist several times a week through XXXX and XXXX. My fraud case has now been escalated at least seven times to no effect. I did receive one phone call from Truist and the agent explained I had to pay the minimum charge to prevent the credit card from being declared in default. So I have paid {$38.00} on XX/XX/2023 when all charges left on the card were filed as fraud. I also paid {$38.00} on XX/XX/XXXX when all charges left on the card were filed as fraud. I believe under the Fair Credit Reporting Act I should not have had to make those payments. On Friday XX/XX/XXXX, my balance on the credit card showed {$0.00} finally, and I did not make a XXXX payment on the card because it said no payment was required. Yet today the card shows a balance of {$3800.00} including months of interest charges and a late fee for not making payment in XXXX. I responded to a survey the week of XX/XX/XXXX explain my dissatisfaction with the fraud claim process. I have tried multiple ways to work with Truist for more than six months to resolve this situation and I don't know what else to do other than to get regulators involved. I filed complaint # XXXX with the CFPB on XX/XX/2023. Truist requested and received an extension to sort it all out. It took them until XX/XX/XXXX to respond. They solved it by refunding each and every charge ever made on the card. Prior to XX/XX/XXXX, I had called to request the two legitimate charges be removed from the case. On XX/XX/XXXX, the two legitimate charges were put back on the card, but the record that we had paid those charges in XX/XX/2023 was not reflected. The customer service agents can not help me and I'm very frustrated that this fraud case has come back to life. I wish they would either remove the two charges added on XX/XX/XXXX, or give XXXX XXXX XXXXXXXX an equal amount of credit for paying it. If you look at the XX/XX/2023 Truist Statement, we paid {$110.00} on XX/XX/2023. This is totally crazy. I thought I understood the settlement, that they would refund everything on the card and the balance would be XXXX, they would even refund the two legit charges. Then Truist changed the deal. I repeatedly tried to contact XXXX XXXX, the Truist agent who helped me resolve the first complaint, but he never answered my phone calls or messages. On XX/XX/XXXX I filed a Truist claim ( XXXX ) to remove the two legitimate charges, but it has now been a month with no resolution. The Monday before XXXX I was told by an agent that I had failed to return fraud paperwork. BUT THEY NEVER SENT ME THE PAPERWORK. This is exactly the scenario I experienced in XX/XX/2023. I'm so frustrated by the poor communication and lack of paperwork. I have been on hold with Truist customer service for hundreds of hours since XXXX XXXX. I don't know what else to do but file another complaint with your agency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I live in XXXX and as I will not be travelling to the XXXX any more ( due to health reasons ), I wanted to close my checking account with Truist bank in XX/XX/2023. As the online banking had a technical problem, transferring the closing balance amount of XXXX myselfwas impossible, staff of the customer service chat were trying to help but couldn't due to Truists banking system being unable to use a XXXX mobile number to send a token for a transfer. In the end I agreed to the issuing of a check, although I knew that cashing a USD check would be very, very difficult. The account was closed, then the check arrived a few weeks later and as predicted, I couldn't find a bank that accepted the check. A friend of mine offered to take the check on her trip to the XXXX and cash it at a Truist branch. She carried a very detailed Power of Attorney but none of the banks she tried, were willing to cash the check, not even Truist. It took me months to finally find a bank here in XXXX that was willing and able to cash the check - I had to open an account with them etc. I mailed in the check only to have it returned, saying it had expired I have been in contact with aTruist representative - a so called Client Resolution Specialist - all the time. They insist on the check and claim to be unable to wire transfer the closing amonut balance to my other XXXX account. In order to have the check re-issued, I had to send in a Declaration of Loss form. As Truist do not accept foreign notaries, they expect me to get a US Embassy seal or official Apostille to prove that the check has been destroyed. I am XXXX XXXX XXXX with health problems and am expected to travel XXXX by public transport to get to the closest Embasy - Truist show no mercy and insist on this. They have been chasing me around for almost one year now and are unwilling to pay out my own money to my own account by wire or ACH transfer. I can not understand how a bank should not be able to initiate a money transfer - I am at the end of my wisdom, I have begged and pleaded with them but to no avail. I had offered to send a video of myself showing how I run the check through a document shredder but today received a message that they insist on the Apostille or Embassy seal. They can't just keep my money, that is theft and embezzlement! Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: 451XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Your company is in violation of the FCRA and XXXX Compliance and reporting violation. 15 USC 1681a ( d ) ( 2 ) ( A ) ( i ) dates include in attachment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32533
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On Saturday XX/XX/XXXX, I had deposited {$600.00} into my account and now I have learned that my account was frozen due to transactions that I have verified multiple times over the span of six months and having to go to the branch multiple times and it has been inconvenient and frustrating beyond belief. I have spoken to Truist multiple times to their debit card fraud department and now their enterprise fraud management and they're saying my account is under review and the money I deposited was money from my mother and was to be used for rent and now its behind and I'm beyond frustrated. They have done this over a span of six months where I have had to verify transactions such as XXXX XXXX XXXX XXXXXXXX purchases and it is ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: This is the second time truist has gave an address for us to send a check via mail and however this check keeps getting lost per previous complaint we sent in a check to address. Truist has provided us and they could never locate the check We then later put a stop on that check and sent another to a XXXX XXXX XXXX Truist corresponded via mail that we send it directly to. There is now a check of $ XXXX that Truist has once again lost. I have proof that this check was overnighted to the address that was provided to me every time I call to verify if the check has been delivered, they mainly telling me no we haven't. We still have a outstanding balance and is not trying to help locate the check. I have documentation proving that the check was delivered and signed off at the address. Truist provided us with the address ( truist bank XXXX XXXX XXXX XXXX Md XXXX ) and once again can not find the check. We could of been had our mortgage caught up every since XXXX of this year but they are placing more stress on us and added more fees for something that is not our fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32208
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I, the consumer and natural person, was denied credit by Truist Bank when I applied for a personal loan. I, the consumer and natural person, was denied credit by Truist Bank when I applied for a personal loan. Adverse action against a consumer is AGAINST THE LAW according to the Equal Credit Opportunity Act which is codified in 15 U.S.C 1691c and is pursuant to civil liability under 15 U.S.C 1692k. You are subject to criminal liability for violating 15 U.S. Code 1691 as I have proof that I was discriminated against by Truist Bank due to the response I received. Truist Bank is in violation of 15 U.S Code 1642, U.S.C 1681a, U.S.C 1681m, and Title 12 ( CFR ) Part 1002, because I, the consumer, made an application in good faith, but credit was not issued. In addition, Truist Bank is in violation of 15 U.S Code 1602, 15 U.S Code 1602 ( g ), 15 U.S Code 1602 ( j ), and 15 U.S Code 1643 ( e ) because I, the consumer, a natural person, am the creditor and I, the consumer, have an open-ended consumer plan, as well as an unauthorized use of the credit card which resulted in a loss. Furthermore, as stated above, my social security number ( credit card ) was used and I received NO benefit. This is proof of fraudulent activity ( unauthorized use of credit card ) on behalf of Truist Bank. If Truist Bank fails to make any reasonable procedure to resolve this matter and compensate me for the use of my credit card I will indeed make Truist Bank criminally and civilly liable for all actual damages pursuant to 15 U.S Code 1681 ( n ) and 15 U.S Code 1681 ( 0 ). Futhermore I am writing to you today to request your immediate attention to my loan application and invoice payment. I submitted my loan application on XX/XX/2023, and attached all of the required documentation. I also provided you with an invoice for {$11000.00} that is due on XXXX XXXX as well as the loan for {$5000.00}. I have been awaiting hearing from a client advocate about the status of my application, but I have not received any updates. I have also tried to contact a client advocate on several occasions, but I have been unsuccessful. I am very concerned about the delay in processing my loan application and invoice payment. This delay has caused me significant financial hardship. I have been delayed in paying my bills without this loan, and I am accruing late fees on the invoice that I have sent to you. I am requesting that you please review my loan application and invoice payment immediately and take the necessary steps to approve my loan and issue payment. I would also appreciate it if you could contact me as soon as possible to provide me with an update on the status of my requests.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Ordered a thermostat online from XXXX XXXX tried to cancel less than 24 hours with that seller. As i had to have replaced right away as mine failed when over XXXX degrees outside... contacted By email, No reply, Tried to call them several times never answer phone only get voicemail left messages No reply... never received product only received 1 email confirmation my order .... I have filed a fraud complaint with my bank Truist Bank ..they denied me in there favor?? the first time with a letter stating the company has had no dealing with me whatsoever??? Find that impossible as that company can not be reached?? I then called Truist Bank fraud department back gave copies of my emails, copies of pictures of my phine calls to that company. I also went directly to my bank branch with everything. I have had to call them twice so far for update, and nothing is resolved yet.. THEY gave {$81.00} of my money to somebody be debit card or not should get it back. I had canceled that order less than 24 hours and never received refund nor did they send the thermostat either. The bank had to have lied to me when they first denied me so quick as if they spoke to this company that does not answer phone only has voicemail and does not reply to voicemail. It's been just over 2 months, I would think a good bank would take care of there customers? I have since pulled most all of my money from Truist bank including closing a CD which they charged {$100.00} to close early wow bad business. I changed to a different bank. Seriously over {$81.00} they gave it to somebody and need to refund me and take it back from whomever.
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: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is a complaint against Truist bank. I have a checking account with them and few weeks ago when i logged into my account i noticed some unauthorized transactions. I called Truist and i reported to them immediately. After the investigation they concluded with a full credit back to my account and i thought that they saved the day. Only to find out that now they have locked my account and i can not use it in any way. I do understand that this is for the security of my account and for anything similar not to happen again but they dont allow me to open new account or close this account unless i go to a branch. I would easily resolve this if i was in XXXX right now. Im XXXX and i dont intend to take a 12 hour flight and bear the expenses just because they can not do this over the phone and email. They have no right to lock my funds indefinitely and ask me to go to the States to open new account there. I want only what belongs to me, my funds back and no further business with truist
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On or around XX/XX/, I encountered a concerning issue with Truist Bank that has prompted me to seek assistance and potentially involve legal action. Despite verifying and authorizing all charges on my account, which ranged from {$3.00} to {$3800.00}, the bank placed my account on a 90-day hold. This decision was communicated to the bank 's EFM department by a senior banker who assured them of my verification of all charges. However, despite these efforts, the EFM department refused to lift the hold on my account for 90 days. The repeated attempts by the senior banker to resolve the situation were unsuccessful, and my account remained on hold. This action led to the decline of all charges on my account, resulting in late fees, return check fees, and other financial penalties. I assert that there were no questionable charges on my account, and all transactions were thoroughly verified by me but a hold of 90 days and 0 access to my account in branch, making a transfer and online was not allowed by Truist. Despite this, Truist Bank chose to enforce a hold on my account for 90 days, causing financial hardship, giving me no access to my own funds and inconvenience. I suspect that the bank 's decision to place my account on hold for 90 days may be driven by a desire for personal gain. I am concerned that they may be exploiting the funds in my account for their own benefit, possibly by lending or investing without authorization. This practice is unethical and, in my opinion, warrants investigation by regulatory authorities. I am particularly troubled by the impact of Truist Bank 's actions on my financial obligations. The hold on my account led to the bouncing of my mortgage payment and other checks, resulting in additional fees and late charges but are not limited to. This mishandling of my account has had severe consequences for my financial well-being. In response to these issues, I have decided to involve my attorney to address the situation and seek appropriate remedies. I strongly recommend an investigation by relevant authorities, possibly including the FBI, to scrutinize Truist Bank 's practices in holding customers ' funds without valid reasons. My goal is to prevent other customers from experiencing the distress and financial consequences that I have faced due to the bank 's actions. I am willing to provide any necessary information to aid in the investigation and resolution of this matter. Best regards!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have been billed twice and I am disputing the charge to XXXX XXXX. Truist credit card has done nothing. I circled charge on the Truist statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77566
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A