Date Received: 2023-10-31
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have banked with Truist Bank for some years with very little issue. I had lost my debit card around the beginning of XXXX, and while my replacement card arrived, I was issued a temporary debit card. During this period, this is where all of my issues began. My temporary card would be frozen nearly after every purchase for suspected fraudulent activity, even as I am on the phone with the fraud prevention team approving the transactions. As the issues continue, I enter a branch in order to resolve the issue and it turns out there was a debit hold on my account. After re-verifying my transactions again after a multitude of times, I finally have success using my debit card. The next day, I enter the branch in order to conduct a regular domestic wire transfer from my account, and I was informed that I could not complete that transaction until the pending deposit on my account had posted. The following day I retry submitting a wire from my account, and I learned from the banker that my checking account is now put on an account hold pertaining to a deposit I had made to the account. I inform the banker the only deposits I make into my account are the regular deposits I make from my cash app and XXXXXXXX XXXX balances or transfers from my other bank accounts I have consistently made over the past years I have owned a checking account through Truist. She contacts the analyst that is directly involved in my case and inquires as to why my account had been put on an account. We learn from the analyst that the deposits in question had been flagged as fraudulent checks. I had been taken back because, I had never in my life deposited a check into my checking account. When the banker informed me of the amounts of the check and their total, I realized that the items in question were four deposits of money orders I had purchased from USPS a week prior. I immediately informed the banker and the analyst that the " checks '' that the system has flagged as suspicious were indeed payments directly from myself purchased through debit ( the only method to obtain money orders from USPS is cash or debit ) from my own debit card. I showed the transactional evidence from my cellphone showing the exact amounts and locations I had purchased these money orders from. I had been told that If the information I provide is correct, I should receive access back to my own money as soon as possible. Since my account had been put on hold, I have only received mixed messages and misinformation as to the date and time I should receive the disbursement of my funds. It has been a month now, I have received no communication, no email, no letter, and no option for discourse for access back to my own money. The investigation XXXX of Truist Bank has neglected to look into my case and has arbitrarily withheld my own funds to me over the notion to recover funds in case of fraud, but has failed to distinguish between a money order deposit and a check over the course of a month and has costed me the ability to pay rent, purchase food, or continue to produce a living for myself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/23 my insurance was submitted to my account. ( This account is used only for insurance and I make the deposit monthly to cover these charges AND a maintenance fee. ) On XX/XX/23 I transferred the money from my joint account ( used for business ) and my account showed a positive balance. XXXX days later I received a notice from truist that my account was in arrears due to nsf for more than 10 days. I accessed my mobile bank app and my account is {$76.00} which is XXXX {$36.00} overdraft fee for my car insurance and a {$36.00} overdraft fee for my homeowners- which both come out the same day ; and the {$5.00} maintenance fee. I called the bank as I have opted out of the overdraft protection, and this issue occurred once before and representative was instructed to return these charges if the funds are not available - and they did so once and have now paid the charges and assessed me overdrafts on my account. When I called they refused to correct the error -and stated their policy allows them to pay these at their discretion and apply the overdraft fees as a result. The representative also stated that money transfers can take up to XXXX day to complete - even though my account says clearly the funds are available instantly and my account had a positive balance when my transfer was complete. I have XXXX accounts with truist, this account will remain in arrears as I will not pay for their mistake. Truist has also implemented a fee on mobile deposits of {$11.00} to access your deposit immediately. Therefore, the joint account will be the next to close. Please help me resolve this issue. If the overdraft protection is off it should be off for everything and not for truist to do as they wish when they choose to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
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 a Visa credit card through Truist bank which I have had for well over 20 years starting with SunTrust who was recently acquired by Truist. I had fraudulent charges occur on XXXX & XX/XX/2023 which we reported as fraudulent immediately. I received a email from Truist with a case # XXXX instructing me that these charges would be removed and to make the minimal payment for future charges. We always pay the complete balance owed for monthly receipts charged on the card. I have been told by supervisor XXXX XXXX back in XXXX that her goal deadline was 2 weeks after hearing no reply from her I contacted my local branch manager XXXX XXXX, XXXX XXXX. XXXX XXXX XXXX reached back out to our business and told us the same thing they are looking into it. I again called a supervisor on XX/XX/2023 XXXX XXXX she explained she was going to escalate the claim and contact me back in 48 hours which never happened. Once again we have reached out to a supervisor XXXX XXXX on the XXXX of this month XXXX to be told yet again that charges were being investigated and she would once again put in another request for escalation for review. The whole time they are doing these supposed reviews I am being charged processing fees and interest fees on the fraudulent charges in question. XXXX did admit that this was not normal practice. Please assist us as we are a XXXX XXXX XXXX business which needs help resolving this. I have full documentation as well as dates and time lines to corroborate any statements listed above Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: MY LOAN ORIGINATED IN XXXX XXXX XXXX XXXX XXXX XXXX THEY HAVE NO RECORDS OF THE LOAN IN THE YEAR XXXX. YOU ARE SAYING MY LOAN ORIGINATED IN XXXX NOT XXXX THAT IS BECAUSE IT WAS CHANGED TO A CONVENTIONAL LOAN, NOT UNDER THE FHA AS A LOAN UNDER THE VETERANS ADMINISTRATION AS OF XXXX. DOCUMENTS I HAVE FOR ONE FROM XXXX XXXX XXXX XXXX DOWN IN THE RIGHT-HAND CORNER BUT IN THE UPPER-HAND DESCRIPTION COLUMN IT HAS XXXX. MY LOAN WAS UNDERWATER FROM XXXX XXXX XXXX AND I HAVE A DOCUMENT THAT SHOWS A CASH-OUT REFINANCE WAS DONE FOR {$28000.00} AND ONE FOR XXXX FOR {$30000.00}. I HAVE FORENSIC PAPERS THAT STATE THAT THIS DOCUMENT IS INDEED A FORGERY WITH MY INITIALS FROM THE COMPANY NAMED XXXX XXXX THAT DOES SOFTWARE FOR INVESTORS NOT UNDER FEDERAL GUIDELINES.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
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: XX/XX/ Car accident I occurred and tow company charged XXXX when the charge for towing is stated to be {$120.00} for vehicles under XXXXXXXX XXXX XXXX provided moving truck that overheated and had to bring XXXXl back. Credit or refund was not issued and getting run around from truistXXXX XXXXXXXX concerning whole incident. Attempted to contact truist and have not been provided with an address to send a written dispute /fraud not any provisional credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40299
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have fraudulent Credit Inquires that is reported on my credit report that don't belong to me. -Regional Acceptance ( Bank ) XX/XX/2023 XXXX XXXX XXXX XXXX XXXX ) XX/XX/2XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My XXXX XXXX XXXX did not know what he was doing as he was clicking the " buy '' button on his XXXX controller and by mistake, charged over {$4500.00} to my debit card. The money came straight out of my checking account and when we called XXXX, they told me I had to call the bank to have them reverse the charges. Anyone can call XXXX and verify this is exactly what they tell you. As soon as we did this, XXXX cut all of the access off to my son 's XXXX. He lost every single game I paid for over the last 2 years. The bank declined the charge back even though this was an error and XXXX honored the mistake by cutting off his access to XXXX. My banker at the branch said this is not fair and had the fraud team open the investigation back up. She said, Truist will fix this. I put XXXX of dollars in the bank, I gave them my mortgage, car loans and business/personal accounts. The bank declined the dispute a 2nd time and XXXX said there is nothing they can do about it. So the money is gone AND the games are all cut off. So now I am out everything. This is highly unfair. If I file a dispute, I expect my money back. I give Truist all of my business and they do not even look out for me. They should be in big trouble for stealing my funds. I am filing as many complaints as I can. I want my {$4500.00} back. NOW.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29609
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have one business credit card ( XXXX ) through Truist for my small business, XXXX XXXX XXXX, XXXX. My business checking is also with Truist. In XX/XX/2023, a second credit card appeared on my online accounting. The balance due mirrors the balance due on my Truist XXXX credit card, but Truist is showing that the total amount owed to them is double that XXXX balance amount. For example, I owe {$100.00} on my Truist XXXX card. Online accounting shows this, but also shows a second credit card with a {$100.00} balance as well. My Truists online banking accounting says I have {$200.00} in loans/credit. Truist has been very difficult to contact. I waited 52 minutes to speak with someone on the phone and had to hang up because I had a meeting. I waited 41 minutes a second time on the phone and the Truist employee said the second credit card is simply how Truist handles their accounting. That was the only explanation given. I went to my local branch and waited 15 minutes to speak to someone. The teller said she had no idea why there was a second credit card on my account. I requested a phone call meeting with Truist today ( XX/XX/23) and although I received email confirmation about the call, no one called me. I finally left work early and met with Truist employees in person at my local branch this afternoon ( XX/XX/23 ). After they contacted costumer service, I was told Truist has a glitch in its system. Thats their word. They offered no additional insight other than I wont be charged interest for the doubled amount due, told not to worry, and encouraged to be cautious when I make payments online that I pay the correct card. I have no reassurance other than one persons word. She did not understand nor could she explain the disparity. The two credit card accounts do not match : one is in my name, one is in my businesss name and yet they have different credit limits. I have been trying to get an explanation and remedy now for 2 months. I have lost confidence in this bank. I do not suspect fraud, but should I? I definitely suspect incompetence. I suppose I will just have to watch closely that Im not hit with interest/fees for double the amount owed. I only have one business credit card, but Truists accounting shows two, with the same charge amount, and can not explain why or correct their error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27278
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Please see attached letter which has all the details of this conflict. Truist has credited me with the smallest amount of the three disputed charges. I dont what else to do with them sort of Magistrates Court
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My Suntrust business account was transferred to Truist and then closed. When my account was with Suntrust it was under review for fraudulent charges but once it was transferred to Truist it was closed. Truist then submitted my account to XXXX XXXX which prevented my from opening an account under my business and also prevented me from opening a personal account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A