Date Received: 2020-08-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had my phone stolen in XXXX With that being said i tried to file a police report. Due to covid they said unless it was an emergency or I knew who took my phone there was nothing they could do. I then contacted my bank once I noticed there was wire transfers to XXXX made in XXXX which I did not recognize the name and since then there has been over 20 transactions with XXXX and XXXX. I was able to get XXXX to remove my card info in XXXX after 2 months of trying to reach someone. I filed a claim with suntrust they denied it and then denied the rebuttals. I had over XXXX stolen in 3 months and no action was taken. Suntrust was to block all transactions but never did. I am going to be evicted from my home because of this stolen money and now my account is over {$400.00} negative. Is there anyone who can help me get my stolen money back. I feel SunTrust did not protect me as a bank and they just allowed me to be robbed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32901
Submitted Via: Web
Date Sent: 2020-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have a loan with XXXX XXXX, US DEPT ED, and REGIONAL ACC. I have always made my payments on time. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, XXXX, XXXX XXXX, US DEPT ED, and REGIONAL AC with no successful resolution. There was definitely an error on their part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Bank has flagged me for fraud and will not release my funds. Customer service is horrible. Never get a 'money account ' prepaid debit card with BB & T ! I have received several deposits over the last month related to delayed unemployment payments, after providing everything one can imagine possible to verify my identity and eligibility - birth certificate, SSA statements, drivers license, 1099 's, pictures of me holding these documents, and the whole system has been frustratingly backed up. Equally my parents and brother have had to do the same thing and as they are ( rightfully! ) suspicious of banks, used my prepaid money account details for their deposits, seemed harmless enough in today 's digital age of XXXX and XXXX, etc ... Last week, my account was flagged for 'pfraud ' when I tried to make a cash withdrawal. That was cleared up the next day by my 'personal banker ' who was great ( since I was paying for a long delayed bachelor party for a best friend the evening prior, it was HIGHLY embarrassing to say the least. ) Then over the weekend my online access was seemingly terminated and I worked with a rep ( who was great ) and finally the access was restored Monday. Since I've been having these issues and am moving in the next couple of weeks and need a large amount of cash ( deposit = {$2200.00}, first/ last month rent {$4400.00}, pet deposits - 3 cats, 2 dogs = {$2500.00}, not to mention utility deposits and movers ... ), I have been taking money out daily. I drove two hours ( each way ) to the closest branch in XXXX, TX on Mondaythe XX/XX/XXXX and they were unable to assist me with getting a cashiers check and said the back office was closed. I'd called a banker in XXXX who never returned my call. When I called the 800 # on my card today, the rep told me that I ( the cardholder/ account owner ) am under investigation for fraud because of multiple employment deposits. This is a very serious accusation and I just want the money from my account so that I can get on with my life. I am not a criminal and expect to be treated like a customer that has had an ongoing banking relationship with BB & T. I appreciate the initiative in protecting me and my account, but this is the opposite of that at this point. If someone could tell me what is going on or what I can provide, that would be something more substantial than - you're being investigated for fraud ... It is unbelievable! I have two XXXX XXXX, have had a highly successful career before the pandemic, two quarter million home loans paid in full, and am so insulted by the accusation and will let everyone I know on every medium possible far and wide to never use BB & T if this is not promptly resolved. There has never been ANY communication from BB & T on any of this over the past week or so and if you're going to do something or investigate me, just do it - I'm not some XXXX fraud ring, just a guy and family trying to get through this horrible nightmare of a pandemic we never asked for ... I want this resolved NOW and will continue to escalate and contact the media. BB & T is going to end up leaving me and my family homeless and hungry and I regret the day I ever opened the account. I expect to be able to access my funds for required expenses ASAP! Please resolve and I do appreciate your help, just not happy with the situation!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75662
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We have a owner builder construction loan. We are now ready to close which is over the time limit because of the virus. Contractors closed and had to put construction on hold under contractors could once again proceed. Now the bank wants to charge us at closing for going over the time limit thru no fault of ours and not willing to budge
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I've been a BB & T customer for over six years. BB & T is now part of Truist Bank. I opened my checking and savings accounts in XXXX, XXXX XXXX and now live in XXXX, XXXX I've spoken repeatedly to my branch banker, BB & T 's XXXX support team, and XXXX XXXX XXXX about these issues for over five months to no avail. For at least three years now I and others have encountered persistent problems not just in logging in, but in accessing BB & T 's website and mobile app at all. These problems have persisted with different internet connections, on different devices, in different cities, and at all times of day. About half of my attempts to log in and access my banking information since I last spoke to my branch banker have been unsuccessful. I have screenshots of the most common errors that I can provide on request, from the website ( where I am not able to access the log-in screen most of the time, including earlier today, yesterday, and the day before that ) and the mobile app ( which I was effectively locked out of for a period of three days last week ). This means that, a large portion of the time, I am completely unable to access card controls or other fraud-prevention features supposedly offered by Truist. I was not able to cancel my debit card and obtain a new one until two days after I'd lost it. And Truist elected to process a {$520.00} charge on that card over a week after it had been canceled. I frequently can not transfer money between my two accounts. I can not, with few and rare exceptions, monitor my daily spending or note suspicious charges on my account. In short, Truist is selling me a product it does not provide. My request to my branch banker XXXX XXXX in XXXX, which I repeated to a clerk in XXXX and via email last month, that overdraft protection be removed from my checking account has not been honored. As a result of this and my inability to regularly check my account balances, I've again incurred several returned item fees of {$36.00} each. XXXX has not responded to my email of XX/XX/XXXX. Those I have spoken to on BB & T 's social media and on the phone help hotline have gone so far as to insult my intelligence by denying that these problems even exist ( " we are not experiencing any online banking issues '' ) even as I attempt to log in, on different devices and on different internet connections. I work in XXXX XXXX ; I can recognize the difference between a client-side and a server-side problem. BB & T 's servers are periodically refusing connections, sometimes to the website as a whole and sometimes only to the encrypted log-in page and/or the account view pages themselves. XXXX is a website that tracks website outages. It consistently, every day, has at least a handful of reports about BB & T.com nearly every hour. If others are reporting online banking issues to this specific website, I find it impossible to believe that Truist staff are not themselves aware of the problems, as they claim. Whether they are aware or not, it is their responsibility to maintain a usable website. To put it kindly, I find it reprehensible that Truist would continue assessing overdraft fees on its customers during a pandemic that has terminated many of their incomes. However, combined with Truist staff 's inability or unwillingness to provide a functional web interface, I feel that continuing to assess not only overdraft fees but even monthly maintenance fees is an act of fraud, or of false advertising at a bare minimum. I will not permit Truist both to remove the tools it claims to provide to help manage my finances, and take it on itself to " punish '' me for supposed mismanagement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22903
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This complaint is a followup to XXXX. There were errors and omissions in the bank 's response to me. This complaint is on those errors and omissions. XX/XX/2020 XXXX XXXX Assistant Vice President, Executive Services Sun Trust now Truist XXXX XXXX XXXX XXXX, VA XXXX Re : Everyday Checking Account ending in XXXX Consumer Financial Protection Bureau ( CFPB ) Cases XXXX and XXXX Federal Deposit Insurance Corporation ( FDIC ) Case XXXX North Carolina Commissioner of Banks ( NCCoB ) File XXXX Dear Ms. XXXX, While I have already spent more than an intended amount of time on this matter, I would like to continue to address the important points of my complaint that were either omitted or incorrectly characterized by your response letter, dated XX/XX/2020. To facilitate review I have now enumerated the errors and failures of Sun Trust Bank now Truist. 1. You now state that my account was suspended due to high risk suspicious activity. You do not state the nature nor the details of the suspicious activity. 2. You state that upon further review and verification of the transactions the suspension was removed. You do not state the length of time it took to remove the suspension nor do you state why the reactivation email sent to me by Sun Trust failed to explain the suspension and reactivation. 3. In reference to contact information you discuss how this is achieved once you sign in. However you do not explain how this can be done if you can not sign in. This is what happens when the account is blocked. You can not sign in. 4. You have omitted the issue of Sun Trust now Truist not having a contact written reference on a website or even a postal address. You have provided no solution for written contact correspondence to Sun Trust now Truist. 5. Concerning the outdated information in my profile, you state it is the client 's responsibility. I would expect this to be a joint responsibility, particularly regarding a 10 year old password date. Time spent on alleged suspicious activity would be better reallocated to client profile review. Sincerely, XXXX XXXX Copies to : Consumer Financial Protection Bureau Federal Deposit Insurance Corporation North Carolina Commissioner of Banks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My wife and I have had a bank account with BB & T ( Truist ) for 18 years. We added a student checking account for our son when he was XXXX years old, and he is now XXXX years old. Approximately XX/XX/XXXX, he was robbed at gunpoint and they stole his debit card as well as his online bank login. He did not report this to the police at the time because he feared for his life. Starting on XX/XX/XXXX, BB & T has photographic evidence of other individuals depositing fraudulent checks into our son 's checking account at a BB & T ATM. The signatures on the checks did not match our son 's signature. On XX/XX/XXXX a check for {$3500.00} was deposited, on XX/XX/XXXX a check for {$3500.00} was deposited, and on XX/XX/XXXX a check for {$3500.00} was deposited. None of these deposits were caught by BB & T, and all of the funds were allowed to clear the following day. Subsequently, the money was transferred out of the account by XXXXXXXX or XXXX. We were never made aware of any fraudulent activity or overdrafts until XX/XX/XXXX by email, when we saw our son 's account was approximately - {$10000.00}. BB & T initiated a fraud investigation, and said that they needed the police report and for our son to come into a branch to look at the photos of the people who deposited the fraudulent checks. We filed the police report, and that investigation is ongoing. Our son went to look at the ATM photos, but he did not recognize any of the people making the fraudulent deposits. We were then treated quite rudely by several BB & T employees as we tried to understand why these fraudulent checks were ever cleared by the bank. We were lectured about how we should be better parents and our son should be more responsible. We were told that the investigation was closed until the police report was submitted. No one could answer our questions about why these checks were accepted. Deposits into our son 's account rarely ever exceeded {$300.00}, but somehow three {$3500.00} check deposits were not even flagged or looked at more closely. The signatures didn't match, the addresses did not match. With such relaxed check policies, we were shocked that BB & T was attempting to hold us liable for the fraud. XXXX, in the payments department, told us that we had until XX/XX/XXXX to set up a payment plan or until XX/XX/XXXX to pay in full. We sat on hold for an hour on XX/XX/XXXX to set up a payment plan but were never able to speak to an employee. The following day, BB & T force transferred every available dollar from our savings accounts ( {$5500.00} ) to pay for the negative balance. XXXX, in payments, then denied ever telling us we had until XX/XX/XXXX or that we could set up a payment plan. Now that BB & T has taken our money without our consent, we are doubtful that they will ever re-open their investigation once the police report is available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37138
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had several conversations with Suntrust aka Truist about my mortgage pmt. They have a case # >Case # XXXX. I originally asked about the forbearance/deferment skip pmt programs ( because of Covid19 ) which they sent me letters about. I called approximately XX/XX/XXXX to discuss these matters and spoke to lady. ; I wanted to know if I could have one or 2 pmts deferred and put end of loan and then resume pmts after on auto pay ; They said no, it dose n't work like that?? i asked why? I spoke to someone about it approximately XX/XX/XXXX and got told i was obligated to use 90 day extension and at the end I was obligated to pay 3 months of pmts to be out of default. I said you are setting people up for failure, why make people pay right off the bat 3 pmts? i said apply extension and I pay part pmt during extension and she said they would send my part pmt back. I asked for supervisor. he gave me same run around, said I needed to speak to loss mitigation. I said I'm not delinquent nor past due. why am i considered as loss? At the time I called my loan was not past due. Nor am I past due now. I'm current. I finally spoke to a lady by the name XXXX XXXX. and she as well gave me the run around, I asked to speak to person who handles the requests. and phone # she couldnt. they expected me to submit my request online and wait for someone to call me. I asked why can't I speak to someone now. I wanted to keep my account in good standing. I sent a letter. over night signed receipt XX/XX/XXXX. the letter states specifically what I needed on per the covid19 stipulations for a deferment. Below is the letter I sent and they recieved it on XX/XX/XXXX. I have called before that and after said letter asking that XXXX XXXX return my call about the letter and have no response. usps tracking number XXXX XXXX XXXX XXXX XXXX XXXX i called the CFPB to file a complaint on XX/XX/XXXX, It seems no help there, not sure why? sun trust are purposely stalling people so they get behind and so they can foreclose their homes. They dont have any customer service skills. why? Why cant I speak to the person who will handle a deferment vs waiting for them to call me, which is after i'm late ... I'm current and not in loss mitigation nor in default so any sort of servicing should be handled differently. I want a return call XXXX XXXX XXXX XXXX. below is the letter i sent. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Va. XXXX Ph XXXX XXXX We spoke on XX/XX/XXXX, among other things, we spoke of many concerns/issues amidst the pandemic issue and forbearance, payments to be applied etc. I need to speak to you or someone who makes decisions about keeping my mortgage in good standing. As currently my payments are current and not past due. As Im next due for XXXX. This means that Im not in default nor fall under any default remedies nor classified as loss mitigation, which I feel is terrible to be classified as such. Im asking to know if you can put me in contact of the person who makes and handles this request to move 2 monthly payments to the end of the loan and keep my interest rate same on my loan. Have my auto pay on hold for the two months and then have it return on to process after 2 months. Hence skip XXXX and XXXX and then resume payments in XXXX as if nothing has changed. This should keep my payment history as paid and my credit reporting as paid current is that not correct? I have made 2 phone calls one last week and one this week asking for a return call on this matter. I hope to have the correct person call me back to discuss how this will work before anything is done. Please advise. XXXX # XXXX XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84015
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: SunTrust is the worst bank i have ever known..im a single mom and on short term XXXX. They closed my checking account after 2 weeks and i had set my direct deposit up. After being out of work for 2 months and waiting and needing my check on XX/XX/XXXX they froze my account and causing me not to have access to my money. Said they will send me a check in 20 days. I have cried to them explaining that money was my only income to pay my bills and buy food for my family on the XXXX. They refuse to release my freeze to get my money. This will cost me everything and put me and my family on XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 759XX
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My complaint is regarding Suntust DBA as Light Stream. They placed an unauthorized inquiry on my XXXX credit report on XX/XX/2020 and they have not yet taken it off. I am victim of Identity theft and this has been reported to the 3 Credit Bureaus and Law enforcement, please see below. Personal statement ( s ) XXXX & XXXX XXXX ID FRAUD VICTIM ALERT FRAUDULENT APPLICATIONS XXXX BE SUBMITTED IN MY NAME OR MY IDENTITY MAY HAVE BEEN USED WITHOUT MY CONSENT TO FRAUDULENTLY OBTAIN GOODS OR SERVICES. DO NOT EXTEND CREDIT WITHOUT FIRST CONTACTING ME PERSONALLY AND VERIFYING ALL APPLICATION INFORMATION AT DAY XXXX OR EVENING XXXX. THIS VICTIM ALERT WILL BE MAINTAINED FOR SEVEN YEARS BEGINNING XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A