Date Received: 2024-02-20
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: The statement date reads XX/XX/year>, Due Date reads XX/XX/year>. There is NO postmark on the envelope. The envelope was received on XX/XX/year>. There is no way that the company will receive the payment on the due date. Every correspondence form the company has NO postmark. When I called the person was very clear that they are required to mail and expect payment within 15 days and they are right on the money with the dates. However, that does give enough time for someone to mail in a payment. Yes, there are options to pay online or arrange for XXXX. That doesn't mean everyone has that option. Correspondence from the company is never dated even if they run their envelope through a machine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60490
Submitted Via: Web
Date Sent: 2024-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I sold my home and closed on XX/XX/XXXX. At the closing the attorney had us fill out a closing packet with my new address to Truist ( the bank that the mortgage was through ) so that they would have the address to send the remaining escrow amount check to. On XX/XX/XXXX, I received a call from XXXX XXXX XXXX fraud department saying that someone was attempting to deposit said escrow check into their account but could not produce proper identification. I told them it was absolutely not me and they said they would not allow it to be deposited and told me to call Truist to have them place a stop payment on the check and send me a new one. I immediately called Truist and found out that they had sent the escrow check to the old house that was sold. They said they could tell the check had not been cashed yet and they placed a stop payment on the check and would issue a new check and confirmed the correct address. On XX/XX/XXXX I received a letter from Truist with a copy of the cashed check that they were supposed to place a stop payment on. Who ever stole the check forged my name and even with me calling and telling them to stop payment, it was allowed to be cashed any way. I have opened an investigation with the police in the county the check was sent to. I called Truist back on XX/XX/XXXX to ask why I received the copy of the check rather than the check for {$3000.00} that they were supposed to reissue me. They said that they could not reissue the check because it had already been cashed. I told them that the check was not sent to me and they were supposed to place the stop payment and I was told that I would get a new check. I filed a complaint with Truist that day and asked for a clearer copy of the check to give the investigator for their research purposes. I called once again to Truist and asked if they could reissue my escrow check because it was not my fault that they sent it to the wrong address and my check was stolen rather than the one provided in the closing packet the received. I have tried multiple times to resolve this with the bank but they are still telling me that they will not reissue my escrow check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
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 had struggled, for months for Truist to take off fraudulent charges on my account and kept getting harassed. They ended up charging interest for charges that werent mine and refused to take it off my credit report even when it was interest for a fraudulent charge. Even made a payment to the account XXXX XXXXXXXX, so they would stop harassing me and I never got that money back. This company is rude and unprofessional. You can definitely look at my long payment history and find I never missed a payment on anything. Also, they have never sent me any type of paperwork for the fraudulent dispute with their company. I filed a complaint with the credit bureaus only for Truist to verify the information was right on my credit report. They arent being truthful and should remove it from my account. I have always got in connect with them about the fraudulent charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42301
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: RE : Regional Acceptance Account Number : XXXX As a federally protected consumer under the Fair Credit Reporting Act ( FCRA ), I am opting out of all authorizations, whether written, unwritten, verbal, or non-verbal, that I may have given you per 15 USC 6802. I request that you cease all reporting activities and disclosure of my information without my explicit consent. Additionally, I am requesting validation of the debt you are reporting on my credit file. Under the FCRA, I have the right to request validation of any debt that is being reported. Furthermore, I have the right to request verification of this debt with a wet signature. Please provide me with the necessary information and documentation to validate the debt, including a copy of the original contract or agreement bearing my signature. Failure to provide this information within the time frame required by law will result in the removal of the disputed item from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33430
Submitted Via: Web
Date Sent: 2024-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/XXXX and XX/XX/2023 I saw XXXX hard inquiries on my credit I didnt authorize. I was scammed by XXXX XXXX also known as XXXX XXXX westside on XXXX XXXX XXXX XXXX, Ohio XXXX. I met a man name XXXX XXXX XXXX that said he worked for the XXXX XXXXXXXX XXXX XXXX I told him I was going through XXXXXXXX XXXX my bank and he told me he wanted to just see what amount I would get pre approved for without running my credit. He said I would get a call from someone to verify I took my fraud alert off. He said it would just be a soft inquiry, so I remove the fraud alert temporarily to find out he misused and took advantage of me and ran my name with multiple people I didnt agree to. The car place XXXX XXXX XXXX said its not they problem take it up with XXXX but they appear on my credit illegally as well and I told them I never spoke to them to authorize this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89103
Submitted Via: Web
Date Sent: 2024-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX Provided proof of 100 % eligibility from the VA for Tax Exemption XXXX Req tax lines be updated, request payment be adjusted with and overage of escrow funds be mailed to us with proof from the county tax office provided to Truist XXXX XXXX Truist XXXX sent us a letter to acknowledge we are now tax exempt XXXX Spoke to A Tax Supervisor - she said she would have the tax lines corrected, and would notify me once completed XXXX Supervisor left a voicemail message that the tax lines were updated, and would have me call to Escrow to request an new analysis be processed XXXX I called again to Truist Escrow to ensure the tax lines were updated, and a new rep indicated the tax lines were updated and that a new escrow analysis would be completed today. XXXX I was told escrow analysis in processed with an overage refund XXXX Another Supervisor called me and gave {$2000.00} with a balance of 4 months cushion retained of {$830.00} which should not be but 2 months cushion held back, XXXX We still have not received an escrow analysis of overage refund check, spoke today to a Rep she indicate no analysis has been processed nor an overage check ever mailed to us, The Website indicates a overage check was mailed on XXXX and a statement has processed, but we have no access to review it not=r have we received it in the mail. This has gone on just shy of 4 days from being a 60 day request to handle our escrow account according to RESPA guidelines and we keep getting another lie each time we speak with Truist. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75165
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Since XXXX Truist Bank has been reporting my nonpublic personal information. They has never given me my notice to opt out any of my nonpublic personal information to any 3rd parties affiliates and this violating privacy according to privacy act of 1974. They haven't given me proper notice before reporting information on any consumer reports on monthly basis. And they have not allow me my right to opt out at any time. And their initial notice wasn't clear & conspicuous. 313.7 Form of opt out notice to consumers ; opt out methods. ( a ) ( 1 ) Form of opt out notice. If you are required to provide an opt out notice under 313.10 ( a ), you must provide a clear and conspicuous notice to each of your consumers that accurately explains the right to opt out under that section. The notice must state : ( i ) That you disclose or reserve the right to disclose nonpublic personal information about your consumer to a nonaffiliated third party ; ( ii ) That the consumer has the right to opt out of that disclosure; and ( iii ) A reasonable means by which the consumer may exercise the opt out right. ( e ) Time to comply with opt out. You must comply with a consumer 's opt out direction as soon as reasonably practicable after you receive it. ( f ) Continuing right to opt out. A consumer may exercise the right to opt out at any time. 313.8 Revised privacy notices. ( a ) General rule. Except as otherwise authorized in this part, you must not, directly or through any affiliate, disclose any nonpublic personal information about a consumer to a nonaffiliated third party other than as described in the initial notice that you provided to that consumer under 313.4, unless : ( 1 ) You have provided to the consumer a clear and conspicuous revised notice that accurately describes your policies and practices ; ( 2 ) You have provided to the consumer a new opt out notice ; ( 3 ) You have given the consumer a reasonable opportunity, before you disclose the information to the nonaffiliated third party, to opt out of the disclosure; and ( 4 ) the consumer does not opt out. 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information ( a ) Notice requirements Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. ( b ) Opt out ( 1 ) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29340
Submitted Via: Web
Date Sent: 2024-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XX/XX/XXXX there are XXXX credit inquiries that I didnt agree to and there are XXXX in one month. I havent done business with XXXX in four years. I havent applied for a loan with XXXX XXXX XXXX since XXXX, I have no idea who trust dealer services 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: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hackers hacked my user ID and password for both my joint Truist checking and savings accounts in XXXX XXXX that resulted in the transactions enumerated below. 1. Unauthorized, fraudulent check order The hackers first ordered new checks via Deluxe checks on XX/XX/XXXX and had them sent to a XXXX XXXX in XXXX, NC. We know no XXXX XXXX and her or her address have never been associated with my joint account. The Deluxe check representative I personally contacted on XX/XX/XXXX commented that this occurred as someone hacked my user ID and password. She also stated that Truist reps authorized the transaction. Why would someone authorize the transaction if the name and address where the checks were being shipped were not on the account or at least contact me or my sister to verify the transaction? The XXXX day check order in the amount of {$57.00} should be been received on XX/XX/XXXX. The next day, XX/XX/XXXX, fraudulent transfers began to occur between my checking and savings accounts. I shared the above information plus more details on the Deluxe check order with Truist via an email to XXXX on XX/XX/XXXX and called on XX/XX/XXXX and XX/XX/XXXX, and still have had no response back from Truist on this additional information. Truist can confirm this information by calling Deluxe checks at XXXX. I spoke with XXXX and XXXX. 2. Fraudulent Transfers and Transactions Begin in Both Savings and Checking Accounts On XX/XX/XXXX, it started with a {$10000.00} transfer from savings to checking. I readily noticed this and contacted Truist 's fraud line after verifying it was not done by me or my sister ( XXXX XXXX ), the joint account holder. Truist indicated they could not see anything amiss on their end and that maybe I had mistakenly done the transfer, we did not. 3. Fraudulent Attempt to Establish Transfer Capability with External Account On XX/XX/XXXX, the hackers proceeded to establish an account with XXXX XXXX in XXXX, MS by submitting XXXX less than {$1.00} deposits and XXXX combined withdrawal in our savings account. My sister and I live in XXXX and XXXX with no ties to anyone in XXXX . On XX/XX/XXXX, I contacted XXXX XXXX who verified that I did not have any accounts with them. I forwarded this letter ( also attached below ) to XXXX XXXX XXXX on XX/XX/XXXX, but never heard anything back. Truist fraud claims can call them to verify this at XXXX. This further supports our assertion that our accounts were hacked and being used to conduct unauthorized transactions. 4. Fraudulent Bill Pay Check The hackers proceeded to set up a bill pay check in the amount of {$9800.00} payable to XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, TX, which is no longer in business. This check was debited from my joint checking account on XX/XX/XXXX. On XX/XX/XXXX, after doing a quick, one-time XXXX search , I was able to contact XXXX XXXX via phone and she indicated that the bill pay check was indeed part of a fraudulent transaction that included her bank accounts. She provided me her signed affidavit with her bank ( XXXX XXXX XXXX XXXX ) acknowledging it was fraudulent ( attached below ). I provided this to Truist fraud claim staff via email on XX/XX/XXXX, but no one has acknowledged receipt or contacted me or XXXX XXXX to confirm its accuracy. I am asking the Truist fraud claim staff to contact XXXX XXXX at XXXX and her bank to confirm the above is true. Summary : In Truist 's fraud claim correspondence, they state that if new information is discovered regarding your claim, that a Truist representative would be glad to speak with you. I have provided the above new information via email and phone ( dates referenced above ), but Truist reps have not yet responded to my new information or requests. They have made repeated promises to get back to me, but I am seemingly always the one reaching out with phone calls and emails for updates ( proof of this can provided upon request ). Due to their non-responsiveness, I felt I had no other choice but to file a complaint with the CFPB. My hope is through this complaint they will seriously consider the new information provided and respond promptly and appropriately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2024-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: This letter summarizes the events and actions we have taken as of XX/XX/XXXX, after no results from XXXX XXXX - XX/XX/XXXX, this letter was mailed on XX/XX/XXXX : XX/XX/XXXX XXXX XXXX XXXX Chief Legal Officer Truist Bank XXXX XXXX XXXX XXXX XXXX, NC XXXX Re : Theft of funds by wire transfer & Bank Fraud Dear XXXX XXXX : I am writing to notify you of your banks failure to respond to our organizations repeated attempts to be made whole after our Truist accounts were breached resulting in the theft of {$14000.00}. Truist assigned a number to our complaint of fraud : Case # XXXX. While {$14000.00} may seem a small amount to you, it is a huge amount to our small non-profit organization. The theft of this money represents a huge hole in our ability to provide our services to the community. Since the theft six weeks agoon XX/XX/XXXX, XXXXTruist has made only a partial restitution ( {$6400.00} ) of our money. In the process of trying to rectify this problem Truist staff have provided inaccurate and conflicting information about our accounts. According to the Consumer Financial Protection Bureau ( CFPB ), Truist had three business days to respond and issue a temporary credit back to our accounts for the full amount while it conducts a full investigation. This did not happen. Truist hasnt even given us a reliable way to follow up. It has repeatedly directed us to a non-working number ( XXXX ) for further assistance from a case manager in Client Advocacy who does not seem to exist. After several rounds of calls to your general customer service line, we were told we had another case number ( XXXX ) although its not clear to use what this refers to or how to follow up on it. 1 ) Truist did not provide proper oversight or adequate safeguards to protect our accounts from this theft. Banks are required to meet a standard of care to detect and avoid fraudulent transfers out of clients accounts. On XX/XX/XXXX we had two accounts ( # XXXX and XXXX ) breeched. The thieves managed to transfer {$14000.00} out of an account that only had {$4600.00} in it. It appears that the bank facilitated the theft by transferring money from our primary account to cover the overdraft and fulfill the amount requested by the thieves. On that day, I received a text message around XXXX alerting me to an attempted XXXX XXXX purchase for {$1600.00} in XXXXXXXX XXXX XXXX I replied but did not provide an account number or password. I did confirm our address and Tax ID number ( which are both also on our website and public information. ) Approximately an hour later I received a call from XXXX that was identified as Truist bank number, notifying me that our account had been hacked. Presumably, the earlier text was a fraudulent phishing text. It appears that the hackers were able to access our online account by making changes to our account verification options. Some of the false account verification information is still attached to our account, despite our efforts to have it removed. 2 ) Truist has given us the run around since XX/XX/XXXX. Here is a timeline of our attempts to resolve this matter : a. We went to the bank the next morning ( XX/XX/XXXX ) to address the account hack. Truist locked both our accounts and froze our debit cards. XXXX XXXX XXXX at branch located XXXX XXXX XXXX XXXX, set up two new accounts for us with the money left in our primary account. XXXX XXXX also provided us with new checks that would allow us to pay bills due and/or disrupted by the hack. However, Truist failed to transfer money into the new accounts so these new checks bounced and triggered overdraft fees. b. On or about XX/XX/XXXX, we went back to the branch and spoke to the branch manager XXXX XXXX. Her first statement to us I hope you have insurance. We arent aware of any efforts of XXXX XXXX part to assist with our situation. c. On XX/XX/XXXX Truist returned {$6400.00} to our account # XXXX and we later received letters stating the case was closed without any mention of the {$7500.00} still outstanding. Legally, Truist should have returned our money to our accounts within 24 hours of the theft. This has not happened. d. XX/XX/XXXX today XX/XX/XXXX. Complaints filed through our local Truist branches, regarding the emails and letters sent to XXXX XXXX with conflicting information about whether the case was closed, not closed, and referred to Client Advocacy have continued. Although we have been in touch with XXXX XXXX, Client Advocacy, there has been no action on either our complaints or return of our stolen money. We have received no information regarding investigation of the fraud, except to learn that both stolen wires were deposited in Truist banks wow! Truist has a pattern of disregard and obfuscation of account hacks. This experience has led us to inquire into Truists handling of account fraud and we have found evidence that Truist has a history of systematically and deliberately refusing to acknowledge, much less provide a meaningful response, to hundreds if not thousands of injured small businesses and individuals. This behavior is in direct contradiction to its obligations under federal law including the FDIC and other programs to comply with safeguards established to protect consumers from fraudulent practices. Therefore, we are alerting our state and federal legislators to this matter, along with the Consumer Financial Protection Bureau ( CFPB ) and the Office of the Comptroller of the Currency ( OCC ). Truist has had almost 90 days to complete its investigation and we expect the bank to return the remaining {$7500.00} of our money to us promptly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22701
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A