Date Received: 2023-11-10
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: This complaint is a follow up to a recent complaint filed against Truist with complaint ID # XXXX. I received a letter from Truist Bank dated XXXX XXXX XXXX, regarding the above complaint. After reading the letter, it is quite obvious that an honest mistake was made when selecting the source account to make the payment. According to the Banks investigation, the account I selected to make the payment was not my usuaXXXX XXXX account, but my Truist checking account with has only had about {$200.00} for months, and which I never use. What seems surprising to me is that the bank which clearly knows I have only {$200.00} dollars in the selected account allows me to draft a $ XXXX payment and goes through and gives me a payment confirmation. What is even more concerning and frustrating is that upon review of all this, the bank is unwilling to view this as an honest mistake facilitated by what can only be characterized as a poor payment system interface and backend. Furthermore, in the supporting materials the bank sent me copies of, it includes an overdraft card I never received and payment relief information which I did not require, as I did have sufficient funds to make the payment and made it as soon as I was aware that the payment did not go through. I called the Truist Customer Advocacy number listed on the letter ( XX/XX/ ), the same day I received it to make the above concerns known to the bank and request they reconsider. I asked to speak to the person in charge who signed the letter I received from Truist after my CFPB complaint, and I was told I could not speak to her directly but that they would pass it along. It has now been two weeks since then, and I have not received any follow up calls or correspondence from the bank. I feel that this was a bank error caused by a poor online banking interface that compounds the months of difficulties I have had using their bank to pay a HELOC I also have with Truist, because of glitches following the mergers of BB & T ( my original mortgage bank ) and Sun Trust. I have made multiple complaints about delayed payments and other issues on that HELOC that should be well documented in their system. The response stated that the derogatory credit report could not be removed unless it is a bank error, which I believe this is as the website and interface resulted in payment being drafted from an account the bank knew to have insufficient funds. I again respectfully request that the derogatory remark be removed from my credit report, as in this case the bank should not have allowed me to pay from a checking account in their own bank they know to have insufficient funds and still generate a payment confirmation. I made an honest mistake in clicking the wrong account, but it should not have allowed it to proceed and generate a payment confirmation. I now am stuck with a major negative credit report for years to come, and it is not reflective in the least of my ability to pay as the funds were clearly there.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75240
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Repossession
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I am writing to express my grave concern and frustration regarding the ongoing issues I have faced with Truist Bank, operating as Regional Acceptance Corporation. Despite my numerous attempts to address the situation, Truist Bank has violated my rights under the Truth in Lending Act ( TILA ) by never executing the new contract as promised, stealing money as a good faith to the new contract and illegally repossessing my vehicle and failing to adhere to the new payment agreement we established in XX/XX/2023. In XXXX of this year, I attempted to make my payment online, only to find that the system did not accept it due to Truist failure to properly set up the new contract. It took Truist Bank two months to resolve the issue, during which time they took no responsibility for their error. They insisted the first payment be made by direct debit payment to secure the new contract, which I promptly set up in good faith and the that the payment was debited from my account. Despite this, my vehicle was repossessed yesterday morning without warning leaving me without transportation to get to work. My work computer, daily cash deposit that I was scheduled to take to the bank yesterday morning and my work badge and office keys were in the vehicle. Also, the vehicle was recently inspected so my tags are good and need to be returned, as well my garage remote and easy pass formthe toll roads. Coats, jewelry and other personal belongings were in the vehicle. I have previously reached out to your office about Truist Bank 's fraudulent practices, and I urge you to take swift and decisive action against this company. This is an obvious preditory lender. How can anyone get ahead with companies charging 18 % interest and requesting down payments and restructuring loans only to breach the contract. This is a total scam! I teach for this state. So I do the most and make the least and now Im in danger of losing my job due to lack of transportation. I kindly request that your office investigate this matter thoroughly and hold Truist Bank accountable for their actions. It does no good for me to speak to Truist because they always answer and give the impression they want to help, but they just continue charging me extra money that I dont have to spare and never honoring the contract. I appreciate your attention to this urgent matter and look forward to a prompt resolution. Please keep me informed about the steps your office will be taking to address this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27513
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My complaint is again XXXX XXXX XXXX XXXX XXXX out of XXXX AZ, Against XXXX XXXX, and XXXX XXXX XXXX. XXXX XXXX XXXX has allowed one of their sales reps named XXXX XXXX XXXX to sell and open 4 fraudulent solar accounts with my first name, last name, and social security number claiming I was a joint applicant. The address range from XXXX arizona to XXXX XXXX arizona and XXXX Arizona. I have filed a police report and provided it to both Loan companies. I have also provided my credit report, tax records to prove I do not own the homes where the solar has been installed. My credit now holds over {$200000.00} in fraud solar accounts one is even over 100 days past due and is ruining my credit. I need these accounts to be removed from my name and credit report. My credit was also ran by both accounts in the upper end of 15 times and I want those inquiries removed off of my credit report. I was just denied a loan due to, to many inquiries and to many delinquent payments. This type of fraud should have never happened. Had proper screening been done and proper documents been collected I would not be a victim of fraud. I am also aware from all 3 companies that XXXX has committed multiple fraud accounts through these companies yet I still do not have a resolution. I have also provided all documents requested and still not resolution. There is no protection for consumers and if there was I would not be getting treated like I committed the fraud. XXXX needs to be prosecuted and held accountable. I am asking that this be looked into. I have also provided the companies with the detectives information and emails for the case as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85295
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I think that I've been victim too bank fraud. I've submitted a complaint with the cfpb before about this. Generally on XX/XX/2022, I finally got a chance too make an effort in XXXX XXXX too board the XXXX Transit authority and attempt too renew my D.L. or get my I.D., because of my address. I had prior too this made several attempts too confirm my address over the phone ( with truist/bb & XXXX bank card holder services ), that they mysteriously stopped validating. They had also locked or deactivated my card '' status unknown '', and left me with no real accessibility to it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2023 a hard inquiry was listed on my credit report without authorization. Ive reached out to the companies and havent received any help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Dear Sir/Madam, I am writing to address a pressing concern regarding recurring internal fund transfers between my checking and savings accounts with Truist Bank . Despite my explicit cancellation from the Truist App, after my job departure due to relocation in XXXX, the system continued to facilitate these transfers without my authorization. This oversight led to the overdrawing of my account, resulting in subsequent fees, which has been a source of significant loss. The interface of the bank 's application poses a significant challenge in distinguishing between transaction history and the actual running balance. To gain a clearer understanding of the situation, I conducted a thorough review of the account with the assistance of my fianc, a financial products operations analyst and manager, using her XXXX, which offered a clearer and more comprehensible view of the transactions than the mobile app does. Through this review, it became unmistakably clear that it was the internal transfers, and not outgoing transactions, that caused the account to become overdrawn, which was unclear to me previously. More importantly, despite having sufficient funds available to cover any point-of-sale purchases I made, Truist still charged me overdraft fees. It seems unreasonable to have incurred substantial fees due to these internal transfers, particularly when there was no adverse impact on the bank 's end. As a longstanding and loyal customer of several years, I am disappointed by the deceptive nature of these actions. I am taking this opportunity to initiate direct communication with Truist, with the hope of resolving this matter internally. Nevertheless, if the excessive charges arising from the erroneous internal transfers are not rectified promptly with a reversal of all the incurred fees, I will be compelled to escalate this issue through appropriate regulatory bodies, including but not limited to the XXXX FCC, SCC, FTC, FDIC, and CFPB. I urgently request immediate attention and a swift resolution to this matter to ensure a fair and just outcome. I would appreciate your prompt response and action to rectify this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 243XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have been attempting to get my Direct Deposit since XX/XX/23. Due to an error within the ACH my paycheck was never deposited into my TRUIST account. I went to my local TRUIST branch for a third time today ( XX/XX/23 ) and spoke with XXXX XXXX to determine what the issue was. Keep in mind I have already spoken with my employer 's payroll department ( XXXX ). I was advised by XXXX XXXX of XXXX that TRUIST did not return the deposit to XXXX for resubmission as ordered by The Federal Reserve. I was also advised from XXXX XXXX that the trace number for Truist ( can provide this number upon request ). Truist stands by their decision that the money was never received by them yet I have my paystub that indicates otherwise with the last digits of my Truist account number listed along with other paystubs that clearly show that I had not changed anything prior to this incident. I am seeking my lawfully earned wages that are being held illegally by Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37160
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: This past spring I received a mailer from Truist Bank offering a sign up bonus for new checking accounts. I went into their XXXX XXXX location and opened that account. While I was there, the banker informed me that I could get an even larger bonus if I set up yet another account. Which of course I did. I have many emails back and forth with that banker assuring me that all was well. No bonus ever hit. The manager gets involved. She claims to have taken it further. Still no bonus. It seems that the original banker did not know the terms and conditions and the bonus wasn't paid as the account was set up as my personal trust. I certainly think that people should be aware that they do not stand behind misinformed employees. Good thing I only brought them six figures and not seven! Obviously, I'll never do business with them again. Fascinating that I found a XXXX group that just talks about Truist Bank complaints.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited {$1000.00} into a saving account to fund a secured credit card in XX/XX/XXXX. On XX/XX/XXXX, I verbally requested to close my credit card and have my deposit returned. I was told by the representative that the funds would take up to XXXX business days to be returned. Following up on XX/XX/XXXX, the representative told me that my situation needed to be escalated with a request to release my funds. That process took 5-7 days. Following up today XX/XX/XXXX, the representative explained that the last rep did not submit the request so I have to wait another XXXX days for my funds to be available to me. This whole situation is a huge inconvenience. Im currently out of work and need access to my money to purchased basic essentials. Theres been no transparency on whats happening. Im powerless against an institution that seems to do what they want.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27701
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: This is the second complaint against Truist Bank this year. Previous complaint provided a partial resolution, but created more problems. Back Story : XX/XX/XXXX I wanted to make a payment on my Home Equity loan. I have been having difficulty signing into account online since XXXX, XXXX. When using Truist app on my phone, I get a message, Service unavailable currently. Try again later. Trying again later over, and over does not improve the process. I tried using the Truist website for online banking. After successfully logging on, I immediately get a message, You have been logged off after 10 minutes of inactivity I never get to an option screen, and I am kicked out. On or about XX/XX/XXXX, I contacted Truist at XXXX for assistance with accessing online banking. After explaining my difficulty for 10 minutes, I am given the opportunity to make a payment. I provide the account number, and then I am told Truist is refusing the payment because the account is more than 30 days late. The account is late because I can not logon to pay. I am also told that online access is probably restricted because the account is late. Approximately, 20 minutes has passed, and I am given another number to call to make the payment, ( XXXX ) XXXX. I insist on help with logging into account using mobile app and/or website, which is why I called. I am given a number to help desk, XXXX XXXX. I am given an offer to create a new password. There is nothing wrong with the password, if I can login. I have spent approximately 30 minutes, and have accomplished nothing. It is XX/XX/XXXX, and I still can not access online banking. According to correspondence dated XX/XX/XXXX, online banking and mobile app are a benefit. There is no indication that restrictions apply. I have updated browsers, and mobile app. I have uninstalled and reinstalled app. I updated XXXX. I ran security and virus checks. Update : XX/XX/XXXXXXXX I attempted to resolve the problem through several departments with phone calls and email. Email sent : to Assistant Vice President, Client Resolution Senior XXXX follows. It is obvious, her client is the bank. Upon review of Transaction History, you provided, it is clear to see your records reflecting non-accrual status was wrong/incorrect/errors. The printout shows payments from XX/XX/XXXXXXXX through XX/XX/XXXX. After first speaking with your collection supervisor in the XXXX, it was noted that Truist did not correct my account appropriately, thereby creating the accounting problem. From the XXXX, I was passed on to the more serious collection office in the United States. After a day and a half, they located the accounting problem on your computer system. My payments are in the process of being correctly credited from XXXX, XXXX to XXXX, XXXX. There were no missed payments by me. As of this date, all the human interventions were supposed to be updated on my records. Consider reviewing Truist computer system, including online banking bugs and corrupt apps. It is XXXX, and none of this has been done. There is continuous manipulation of my account. A negative report was sent to credit reporting agencies, which negatively impacted my credit. The principle balance has increased by {$180.00} ( screenshot ). Truist needs to explain. One look at the accounting and math shows there is something not right at this bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A