Date Received: 2023-11-04
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: XX/XX/XXXX - Car loan was paid off in full to Truist Bank XX/XX/XXXX - Loan was transferred to XXXX XXXX ( according to bank ) XX/XX/XXXX- Not having received my title, I tried accessing my account and discovered I could no longer access. I then called the bank to inquire about when I was going to receive my title, and was told they would create a case number and to check back in a week. XXXX weeks later, I called back and was told they were still working on it and they provided a case # and to call back in a week. XX/XX/XXXX - I received an Affidavit By XXXX XXXX XXXX from Truist Bank, signed by the bank and witnessed by a Notary Public, confirming the lien was satisfied. I called the bank to ask about the title and they told me the process was stuck at Arizona Department of Motor Vehicles but to call back in 14 days. XX/XX/XXXX - I called the bank to ask status of the title and they assured me someone was working on it and to call back. I tried getting a contact name so I could call directly. They provided a first name, but could not give me the last name because of policy. They also told me they had no direct numbers to the people I had worked with before. XX/XX/XXXX - Called bank to get status, they advised it was still stuck at AZ DMV, told me to call back on XX/XX/XXXX. XX/XX/XXXX - Called back to get status, bank advised they were still working on it. I requested to speak to a supervisor. They gave me a the supervisors first name and told me they would call back. The supervisor called me back but the call dropped and I was not able to talk to her. She left me a voice mail, explaining they opened a new case number and that I should call back within XXXX days. By coincidence, I checked my mail and found another notarized document from XXXX, dated XX/XX/XXXX. This time it was entitled, XXXX XXXX Texas XXXX XXXX, but the vehicle description was wrong, the XXXX had an extra digit, the title number was different, preparer was different. I called the bank back to tell them about the XXXX conflicting Affidavits, and advised I wanted to file a complaint the story Im getting is inconsistent. They told me that they would file a complaint for me ( another case number ). Ive never made a late payment and paid my loan in full. I learned that I should be receiving my title XXXX days after loan is paid off and its been almost 6 months and I still dont have it. Im going to file another complaint with XXXX also because I feel this is wrong and am worried I may never get my title.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85226
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2023 Every other week I receive a paycheck in my checking account from my employer. Today it was not deposited in to the account. I checked with payroll and everything was fine, so I called Truist bank where my checking account is. I asked about the deposit, and the customer service rep said she saw no deposits in process. When I said it should be there and the amount and company she said " the system was down for maintenance ''. I know that is not true because no company would do maintenance during normal working hours ; especially something as important as banking services. I told her kindly that answer would not suffice to which I was told that all she could do was send a note to escalate the issue. This was all by XXXX this morning. I told her to include in the note that I want a call back today asap and the late fees I receive due to not having my funds available were going to be reimbursed to me by the bank. I have not received a phone call yet. I searched online to find any kind of reference to what the problem is or if Truist even sent anyone any kind of notice. I did not find anything. They do now have a notice on the web page for Truist finally, but it says nothing about deposits being affected. It references " online services ''. I know that means deposits too, but not everyone knows that. I find this kind of service to be unacceptable. I can not even pay my rent due to this issue. This can not be acceptable, is it??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76006
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
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: XX/XX/XXXX, though the XXXX XXXX - my daughter and stayed at the XXXX XXXX XXXX XXXX in XXXX XXXX Nevada. Upon arriving at the villa we both noticed the living chair appeared to have bitten up by a dog right above the right leg ( we did not travel with a dog ) we did not report this, that evening my daughter took pictures of the rooms in the Villa to show her brother. We stayed there and cooked and enjoyed the stay checking out on the XXXX ( Monday ) early morning. Tuesday there were {$650.00} charged to my account, I called and left several message with no response from management, spoke with several people I let them know my daughter had a picture of the chair from the first night, still they said that he was not going to return the funds. The picture clearly shows the damage. Please help me if you would. I know now you should check out the room before bringing in any luggage, making sure that there are no damages
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Fist my account was froze then closed because of a check no clearings I had no clue it was going to close which resulted in my XXXX they processed and took out XXXX! recovery fee they said after telling me they didnt have the check XXXX ssid they did then resulted an eviction on myself because it sounded all to fishy landloard XXXX they had to of gave me the money after XXXX did. My account didnt have a negative balance they already mailed my XXXX ftom my account. I asked them begore all this was done if they could just let me get my XXXX check they said no. Then held it XXXX days. Here I am homeless because of this and lost my car Truist bank XXXX ga
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30120
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had deposited my amended tax return check that was over XXXX. I understand that there needed to be a hold on it, thats fine. Then, they froze my account. I went through multiple phone calls, multiple people, had to go to the branch multiple times. I finally got that fixed. They tell me that my check would not be released until today. Still is not released. This is ridiculous. This is what is keeping me from being homeless. I will try to call AGAIN, go to the bank, AGAIN. I have never had an account frozen or anything before because of a treasury check, yet alone have I ever had a bank withhold funds like this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: It is their policies and actions taken that brought me to issue this complaint. The intended response is to get them to change their policies to honor my attempts to purchase any item I choose without the fear of losing the very thing I purchase. The latest example was a class that I've been attending for several months has had my monthly payment denied because of the bank 's policies. I've lost chances to gain a good deal on products costing me several times more as a result. The bank 's response is that their system automatically denies the payment so it's out of their hands. I say that a computer can not perform an action without the programming telling it to do so. Please help me to get them to change their policies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Good Day I hope this letter finds you well. I am writing to request your attention in addressing a late payment that was reported to the credit bureaus by Truist Bank. The late payment occurred on or around XX/XX/2023 and was associated with my account, Lightstream Account XXXX. I understand the importance of maintaining a positive credit history and am committed to rectifying this matter by speaking with you. I would like to reference my previous communication and fully respect your commitment to ensuring your customers are fully understood. This was an isolated incident which was not my fault but it seems that all communication till this point has not experienced the expected empathic touch, especially in a business that deals with customers daily. I am reaching out to request a goodwill gesture from Truist Bank to have the late payment removed from my credit report as a current good-standing customer. It has to mean something to XXXX that there was an issue with the system somewhere that caused this isolated incident. Does this error by your system mandate a total destruction of my credit profile even as my account is being debited monthly? I kindly ask for your consideration in granting this request. The removal of this late payment from my credit report would greatly benefit my financial standing and provide me with an opportunity to rebuild my credit history. I kindly request that you review my account and, if possible, initiate the process to remove the late payment entry from my credit report. Your assistance in this matter would be greatly appreciated. Please feel free to contact me at XXXX or XXXX if you require any additional information or if you need to discuss this request further. Thank you for your attention to this matter, and I look forward to a positive resolution. I really look forward to speaking with you sometime soon. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Truist Bank has never issued the XXXX related to this debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77087
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX ( XXXX ), owner XXXX XXXX XXXXXXXX XXXX. Subject : Dispute of erroneous reporting to Credit Bureaus about Car Loan, Truist account # XXXX ( SunTrust account # ending in XXXX ) Date : XX/XX/XXXX The Problem In XX/XX/XXXX, SunTrust granted me COVID relief for my car loan which they held prior to its transition to Truist ( see account numbers above ). They extended the COVID relief twice and I began paying again on XX/XX/XXXX, per their instructions. During this time, SunTrust and subsequently Truist, repeatedly tried to collect payment regardless of having granted COVID relief and regardless of my communications with them about their error. More problematically, they incorrectly reported me as seriously in arrears on the loan for almost a year to all three credit bureaus. Once I began making payments again on XX/XX/XXXX, the bank applied the payments retroactively and continued to report me in arrears to the three credit bureaus. Their incorrect history of payment records show me making retroactive payments to the beginning of the COVID relief period rather than beginning again XX/XX/XXXX and moving forward. My credit rating that previously had been well over XXXX has been seriously damaged by their incorrect record keeping and reporting which has created difficulties personally and professionally. Currently they show late payments of 30-60 days from XXXX XXXX XX/XX/XXXX. We understand from XXXX that Truist claims to not find records of the XXXX relief for that period although the Truist branch banker was provided the two documents by whatever Truist department she called. She printed those and gave them to us. They are included in the packet entitled XXXX XXXX XXXX Truist Dispute packet XX/XX/XXXX. Truist agreed in XX/XX/XXXX to correct the records and we presumed to acknowledge an error in records so that my incorrect record would not affect my score for 7 years, yet that correction has not occurred and the bank is non-responsive. I would like rapid correction of the reports to the credit bureaus. Truist 's error and lack of concern for their errors has caused me serious personal and professional hardship. What have I done to date Since summer XXXX when I realized what the problem was, I have attempted numerous times to address the issue with Truist with limited to no success. Particularly disappointing is Truists apparent lack of interest in correcting its error. More concerning is the incorrect record keeping and my experience that no one spoken to at Truist understands the corporate structure enough to know who or what department is charged with correcting erroneous reporting to the credit bureaus. XXXX, XXXX and XXXX show that the erroneous reporting for XXXX of XXXX has been corrected ; however, the report is still incorrectly reporting me in arrears for XXXX XXXX XXXX I hope you can facilitate the correction in Truists reporting error so that my credit rating is returned to its prior status. Since summer of XXXX, I have done the following with no resolution of the problem Summer of XXXX, I disputed Truists reports to the credit bureaus. There was no follow-up with me from them at all. They closed the disputes, likely because Truist continued to stand by their incorrect records. XX/XX/XXXX, following instructions on the XXXX XXXX website in my account, I sent a letter to Truists credit operations in XXXX NC. There was absolutely no follow-up with me from Truist. On XX/XX/XXXX, my bookkeeper ( and mother, XXXX XXXX XXXX visited the Truist XXXX branch in XXXX, NC to find out where I should go to get this issue resolved. The banker suggested that I put in a dispute through Truists online dispute process, using the area that identifies the loan as originally coming from SunTrust. This dispute was entered on XX/XX/XXXX. There has been no follow-up with me from this dispute. We resubmitted on the site in XX/XX/XXXX. No result. Another visit to the XXXX branch put us in contact with the auto loan collection department and XXXX XXXX who indicated they were not the correct place to correct the reporting, but she was willing to explore for us where to go. She requested that a XXXX form be sent to me so I could give permission for XXXX XXXX to speak with Truist on my behalf since her schedule is more flexible than mine. The form has never arrived. XXXX called me while I was on a call with a client asking that I call in and ask for her. Upon doing that, her colleagues said they were unable to transfer a call. Despite several emails to her asking her to call me, she has not called nor has there been responses to my emails. After another visit to the XXXX branch in XXXX, the banker there submitted a complaint on my behalf. I was told I would hear quickly because it was a complaint but there have been no calls or emails. If they have called, there was no message left. On XX/XX/XXXX, I emailed and sent the packet that I will include here to XXXX XXXX XXXX Chief Retail and Small Business Banking Officer for Truist. No response. I also attempted to reach other leadership individuals. Since XXXX, XXXX, I have spoken with a Client Resolution Specialist / Truist from the Consumer Regulatory & Executive Services Team who assured me that they planned to correct their reporting. I have spoken with a member at XXXX who tells me that Truist indicated that they could not find records of the two relevant COVID relief forms although the Truist branch banker was provided the two documents by whatever Truist department she called. She printed those and gave them to us. They are included in the packet entitled XXXX XXXX XXXX Truist Dispute packet XX/XX/XXXX. In the attached packet ( XXXX XXXX XXXX Truist Dispute packet XX/XX/XXXX. ) you will find the following : The cover sheet that was included with the XX/XX/XXXX dispute submitted per the bankers advice A copy of the XX/XX/XXXX letter sent to Truist in XXXX, NC The three COVID relief forms, the first beginning XX/XX/XXXX, plus the email from SunTrust acknowledging the request for relief. We can no longer access the secure message from SunTrust. Also included are the extension of relief forms dated early XX/XX/XXXX and then XXXX dated XX/XX/XXXX. The extension dated XX/XX/XXXX resulted from the banks misplacement of the original paperwork submitted in XX/XX/XXXX. I was reported in arrears all during this period of COVID relief and beyond to all three credit bureaus because of their incorrect retroactive application of renewed payments combined with their incorrect records. SunTrust and subsequently Truist has claimed at various times on the phone to not be able to find the paperwork for the extensions yet the paperwork for the two extensions included herein were emailed to the banker at the XXXX branch in XXXX by Truist on XX/XX/XXXX. Images of the credit reports as showing on my account at XXXX XXXX. Please note that they reported me as 60 days ( and also 30 days ) past due for almost a year to all three credit bureaus during the period of COVID relief. You will see evidence of the retroactive application of renewed payment should you look into the payment history attached here. Noted above that some of the incorrect reporting has been corrected but I am still incorrectly reported 30-60 days in arrears for XXXX XXXX XXXX A copy of the transaction history with its faulty record received from Truists auto loan collection department. An image of the return receipt requested acknowledging the arrival of the dispute to XXXX NC in XXXX, XXXX. An image of payment via credit card for amounts they claimed due during COVID relief. Other attachments included : Communications to Truist execs Coms to XXXX XXXX Mail XXXX ( this is with the Client Resolution Specialist/Truist ) I ask that Truist notify XXXX, XXXX, and XXXX that the negative reports previously sent to them by Truist were sent in error, and that they should correct their records so that this matter can be resolved as soon as possible. Please contact me at XXXX ( copying XXXX ) or at XXXX. You also may speak with my bookkeeper XXXX XXXX at XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Closed consumer Truist business account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A