Date Received: 2023-11-13
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XXXX, XX/XX/XXXX I accessed my loan account online and paid off the loan via ACH transfer in the amount of {$22000.00}. The following day I found that the lender had debited my account twice for a total of {$44000.00}. I called the lender to advise of what happened, and they assured me that a refund check would be sent out within three business days ; I was quoted XX/XX/XXXX as the latest possible day it would be sent. I attempted to reach the lender by phone on Friday XX/XX/XXXX to confirm that the refund check had been sent, but was not able to get through to them. On Monday XX/XX/XXXX, I called and spoke with XXXX ( XXXX? ), who advised that XXXX XXXX in accounting had placed a note on my account questioning whether I wanted a check or a refund directly back into my account. I advised XXXX that given the choice, I'd prefer a refund directly into my account. Several hours later I called again to confirm that this process had started, and was told by another representative that they could only refund via check. Further, I was given a timeframe of 30 days. Due to the error being on XXXX 's end, I do not feel that this timeframe is appropriate. The money in the amount of {$22000.00} that was stolen from my bank account should have already been refunded. I'm logging this complaint to ask for assistance with this process, particularly to expedite it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX, I deposited the amount of {$19000.00} into a new checking account with the bank called Truist, on XX/XX/2023. I received XXXX letters in the mail, saying that Truist closed my account for an unknown reason I was told XX/XX/2023 that I will get a cashiers check mailed to me and wait XXXX business days until XX/XX/2023 and I still have not received the check. I called the branch and no one is giving me an answer. I called the fraud department they keep saying that on my account, it says a check has to be mailed but theres no date. Another person said a check was mailed XX/XX/XXXX, but no check still. I went to the Truist branch and they just keep telling me to wait its been a month, I asked to speak to a supervisor or a manager, and no one will see me and I have not received a clear answer to where my money is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18103
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am a service-disabled veteran. In XX/XX/2023, I opened a Turist Simple business checking account with Truist Bank for my vending machine company - named " XXXX XXXX XXXX XXXX ''. It is a small business and I only have XXXX vending machines. I opened the account with a {$500.00} deposit on XXXX and another {$110.00} deposit on XX/XX/2023. Since that time, I had only made a few very small withdrawals of approximately {$10.00} per month ( or less ) to pay a commission to the business where the machines were located. I also deposited another {$100.00} in XX/XX/2023. On XX/XX/2023, I visited the Truist Branch to make a {$200.00} deposit. At that time, I asked for a balance on my account. I was then informed, by the teller, that I had a balance of {$2.00}. I was very surprised. He then proceeded to tell me that there were XXXX withdrawals made against my account in XX/XX/2023 by a company online, XXXX. On XX/XX/2023, a withdrawal of {$290.00} and on XX/XX/2023, a withdrawal of {$390.00}. Total : {$690.00}. Neither of the withdrawals were authorized by me. I immediately filed a Fraud Claim # XXXX with the Truist Fraud Department , on XX/XX/XXXX, the day I became aware of the unauthorized withdrawal. I also immediately contacted the Police Department for XXXX XXXX XXXX, Virginia and filed a Police Report # XXXX on XX/XX/2023. On XX/XX/XXXX, I made a follow-up call to Truist to inquire about the status of my Claim # XXXX and I was told by the Fraud Department that the Claim was denied because the bank has a policy that the claim must be filed within 30 days of the Fraud being committed. I immediately asked for the decision to be revisited and elevated to a higher level. Because I was not aware of the Fraud to my account until XX/XX/2023, I was told by Truist that NO investigation was conducted - only a determination made because of the Truist XXXX notification policy. I also contacted the company XXXX, on XX/XX/2023, via email to report the XXXX and request that my money be returned/refunded, as it was unauthorized. I am requesting your assistance in getting Truis Bank to conduct an investigation, recover my funds- {$690.00} and return my money back to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Repossession
Subissue: Deficiency balance after repossession
Consumer Complaint: I had my XXXX repossessed in XXXX of 2021 while laid off from work due to XXXX and those idiots at Regional Acceptance new it didn't work with me so they came and got my car while I was shopping at XXXX. XXXX years and now I barely find out from a private XXXX, I hired to find out who is stealing my identity using my Social Security and falsifying that their myself when I just barely found out that these Fraud punks that I'm going to sue are behind it. I tried to get a Credit Card after being approved with a certificate number comes to find out my Credit is worse than before I filed Bankruptcy these idiots in XXXX California XXXX XXXX XXXX XXXX XXXX XXXX I don't know who the F they a Brokers or Insurance company all I know is I'm going to sue them. So today I finally after months and lots of money my private I 's gave me what I wanted and that is who my identity was stolen by and it's those XXXX in XXXX they repo my car now there trying to scam for more money and ruin my credit, even more. There also behind the hacking thats been going on with my XXXX network they have all my private information. There behindf me not getting my unemployment during XXXX they were extortionists fraudulent scammers comne to find out XXXX of those XXXX have a towing service I want this off my XXXX credit reports ASAP. I want to sue XXXX, XXXX and XXXX for following in gthe foot steps of scammers there idiots who all the executives should be jailed and F XXXX up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95122
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: I got a loan for a car back in 2016, I had some issues and they offered extensions. Recently my car got totaled and my insurance company paid them XXXX and some change. They were notified and still kept charging XXXX dollars a day in interest making it almost impossible to pay back! I really dont know how this is even legal! The cars been more than paid for the loan and what its worth! Its honestly disgusting this has been allowed in XXXX and theyre doing to send back every payment made but not how much it all adds up to be!!! Which Im sure is all they are going to rebuttal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I ordered a product on line from a company that used the name XXXX XXXX XXXX. I ordered one bottle of skin tag remover which should have been {$39.00}. They had a promotion that you would received 3 bottles for the price of one. They charged my debit card immediately for {$190.00}. I tried to cancel the order but was told it was already being processed. So I filed a dispute with my bank, Truist. The bank gave me a provisional amount for XXXX since I had agree to the {$39.00}. A few days later I received the material and immediately call the company and asked for a RMA to return for a full refund. I was given the RMA and the address where to return. I received confirmation that the material was received on XX/XX/23 at their Fulfillment Center in XXXX FL. I ordered the product on XX/XX/23. Once I knew the material was received I contacted the vendor to ask how long would it be before I received my refund. I was told since I filed a dispute with my bank that they would not refund my money until the dispute was closed. So I was told to have the bank, myself and the vendor on line to verify that the bank closed the dispute. After I was told by the bank that my dispute was closed I called the vendor and asked again when I would receive my money. Then I was told that they could not refund my money since it was over 30 days from the purchase date. The bank since denied my claim and debited back the provisional money. I went to the bank and the manager opened another claim once I explained the situation. That claim was denied and I was told to resolve with the vendor. This vendor obviously scammed me out of {$190.00} and my bank will not help me get it back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27455
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I was denied my request to remove Private Mortgage Insurance ( PMI ) from my mortgage account. My initial request was unfairly denied, and I would like to provide additional context for your consideration. This year, I submitted multiple requests to have PMI removed from my mortgage account, as I believed that I had met the necessary requirements to do so. This was first done in XXXX of this year, as this was the 2 year mark of me owning the home. However, my request was denied due to a technical issue involving the first two mortgage payments, which I had missed. I want to clarify that these missed payments were not the result of my negligence or inability to make payments but rather a result of a mishap on the part of the mortgage institution. In XX/XX/2022, my mortgage was transferred to Truist. In XX/XX/2022, I was reviewing my bank statements and discovered that my auto-pay setup had not been properly transferred, which led to the missed payments. In prior instances when my mortgage had been transferred, I was notified well in advance and was able to be sure the payments continued, but Truist was unsuccessful in doing this. Immediately upon realizing this mistake, I contacted the Truist customer service department, and the representative I spoke with acknowledged that it was not my fault. She reassured me that such situations occur frequently and expressed empathy for my situation. She also let me know that it would have no bearing on my credit, yet now I'm being unfairly denied. I promptly paid the outstanding balance to rectify the situation, as I have always been committed to making timely mortgage payments. This was the first and only time I have ever missed a payment. Given the circumstances and the acknowledgement of the issue by the representative, I believe it is only fair to reconsider my eligibility for PMI removal and grant my request. I have been a responsible mortgage holder with a history of consistent and timely payments, and the missed payments were beyond my control. Furthermore, I would like to request a refund for the PMI premiums that have been charged to my account since XXXX, as I believe that I have met the criteria for PMI removal for that time. It is only fair that I receive this refund to reflect the accurate state of my mortgage account. I have been regularly communicating with Truist since my initial request in XXXX of this year, and they have taken months to respond, and have not been helpful in evaluating my request. I'd like to submit a formal complaint that I believe Truist is taking advantage of customers based off of their own technical mistakes, and an acknowledgment of a representative to that effect. Thank you for you help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78754
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I worked in the financial services industry for over ( XXXX XXXX XXXX I have just experienced the absolute worst customer experience I have ever witnesses! On XXXX XXXX I notified Truist XXXX XXXX Department to cancel my escrow account as a result of having switched Insurance companies from XXXX XXXX XXXX XXXX XXXX XXXX When I switched insurance companies, I established automated payment withdraws from my checking account thus eliminating the need for an escrow account. XXXX ) XXXX XXXX - I contacted Truist to cancel my escrow account. I was told that I had a negative balance due to them recently paying my homeowners insurance to XXXX. I paid the balance immediately which zero 'd out the escrow account. I was then informed that I had to sign an escrow cancellation form. Truist advised that they could not utilize XXXX, Email, or overnight mail. They would only send the document via standard mail. XXXX ) XXXX XXXX - I received the form, signed it, and faxed back to Truist. XXXX ) XXXX XXXX - After no communications from Truist, I called for a status and was informed that my request for escrow cancellatiion was denied because they needed proof of insurance. Truist never contacted me regarding this request. I immediately contacted my insurance agent who sent proof of insurance. XXXX ) On XXXX XXXX I received an email stating that Truist just paid my new insurance. No one authorized Truist to make this payment nor did XXXX XXXX send them a bill or invoice. Truist wrongly made this payment even though they were provided proof of insurance and payment! After another call to Truist, I was informed that they would issue a stop payment and that my escrow account would be closed once the funds were returned ( even though this was their mistake. XXXX ) XXXX XXXX I spoke with a customer service supervisor who informed me that she would contact the insurance department to escalate the stop payment and also contact tax department to ensure that the tax payment did not go hence I had already paid the tax bill. I was told she would contact me on Monday XXXX XXXX with update/status. XXXX ) On XXXX XXXX I again called Truist for an update as I had received NO communications and/or updates. I was informed that a stop payment was not issued and tahat processing had already begun to pay tax bill ( which I already paid ). I was informed again that my escrow account would not be closed due to negative balance resulting from Truist incorrectly paying XXXX XXXX homeowners. I was told that I must get an overage check from XXXX XXXX and then forward that money to Truist to again zero out my escrow account. XXXX ) On XXXX XXXX I contacted Truist to determine what my new mortgage payment would be less the escrow amount. I was told that I must pay the entire amount ( including escrow ). I was also threatened with reporting a delinquecy to the credit serice bureau 's. One month after making a simple request to remove the escrow from my mortgage account and still no resolution!! This has been the absolute worst customer experience I have ever witnessed. Truist has refused to address the issue and refused to escalate the issue to management! I encourage everyone to use caution when dealing with this company!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29576
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was approved for a personal loan after a hard inquiry on my credit. I digitally followed the steps required to accept the loan. I entered my information and received a confirmation : This email confirms that you have chosen Wednesday, XX/XX/XXXX as your loan funding date. On your funding date, we will deposit your loan proceeds into your designated account via an ACH ( Automated Clearing House ) transfer. Your funds will be available for your use at some point during that day. To confirm receipt of your ACH transfer and loan proceeds, please contact your financial institution. Your first payment is due XXXX XXXX XXXX XXXX If you would like to make changes to your pending loan, you may do so anytime prior to XXXX XXXX XXXX XXXX, Tuesday, XXXX XXXX XXXXXXXX Of course, please feel free to email us with any questions or call us at XXXX XXXX XXXX XXXX We also accept calls made through the relay service XXXX XXXX XXXX XXXX. On XXXX I was sent an email which I didnt receive in my inbox and no contact attempts were made via phone. This is the email : There appears to be an error with the bank account information provided. Please log into your LightStream account to review and/or correct your banking information to prevent a delay in receiving your loan proceeds. To ensure your funds are not delayed, please log into your LightStream account and update the information before XXXX XXXX XXXX XXXX XXXX If you are in need of assistance, please contact us directly at ( XXXX XXXX XXXX We also accept calls made through the relay service ( XXXX XXXX XXXX Please let us know if you have any further questions. We hope you have a great day Nothing in this email states I will lose the loan or will need to reapply or that it will expire if I dont reply. No one contacted me via phone and it was Lightstream who made the error as, when I called in on XXXX their rep-XXXX CONFIRMED my banking information was actually correct. He stated the new ACH deposit date would be XXXX XXXX XXXX to deposit funds and apologized. I said I didnt mind waiting a few more days. Then he basically said : never mind, you actually need to reapply its expired. I spoke to two supervisors : XXXX and XXXX who had no intention of helping me. I explained to them this shouldnt require me to reapply with them I cant afford to have another hard inquiry on my account due to their system error and lack of contact via phone or any secondary attempt via email. The contact they did send clearly states not contacting by XXXX will DELAY funds. It doesnt state contacting after XXXX will result in the agreement and confirmation of loan to be void. Lightstream should have reattempted Email contact and also tried to call me. They should not have sent one email with verbiage stating the loan could be delayed without any follow up or confirmation of receipt of the email. I got no notifications from the app showing I needed to contact LightStream. This is not acceptable as any future attempts at acquiring a personal loan will take into account the hard inquiry which also lowered my credit score. Any future attempts to acquire a loan will be with less desirable rates. It appears this may be LightStreams attempt to offer higher rates upon re-applying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60142
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I ask him well over 6 months ago to verify the account with proof of contract with my signature by law they have to provide it or delete it off my credit. They are breaking federal law and nobody has hold them accountable
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46835
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A