Date Received: 2023-10-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: At the end of XXXX ( XXXX or XXXX ) I made a mobile deposit into my Truist business bank account. The deposit was for {$3000.00} in the form of a business check from my client. At the time I had a cash balance of {$780.00}. A day after I made the deposit, they froze my account for suspected fraud. They said I had to wait for the check to clear before they could lift the freeze. So I waited. The check cleared my client 's account and they did not lift the freeze. When I called they informed me that my account was closed by the fraud department and I would have to wait for them to finish their investigation. Next, they had my client send in a notarized letter on his business letterhead saying that he made the payment to me ( my business ), the check as good ( they already knew that because the check had cleared the week before ), the dollar amount, check number, and contact information. They received that information and still did not release my funds. It has been XXXX weeks. I can't get anyone to answer the phone at Truist. I waited on hold XXXX hours this XXXX ( XX/XX/23 ) and now I am again on hold for the past XXXX minutes. My emails are not answered. I do not know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
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: Case opened XX/XX/XXXX. Account has been frozen for one week and no withdrawals are being allowed as my Social Security benefits have since been deposited.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX Received check in mail from US Treasury for FED STUDENT LOAN REFUND check number : XXXX ( see attached ) XXXX Deposited check into checking account via truist bank mobile app XXXX Received e-mail from truist bank notifying me that a hold was placed on the check ( see attached ) stated reason, we have confidential information that indicates the check may be returned and may require an additional review. XXXX Checking account frozen by truist bank for all incoming and outgoing transactions XXXX received e-mail from truist bank notifying me that a hold was place on the check ( see attached ) stated reason, some information on the check is inconsistent with other information on the check. XXXX Spoke in person at my local truist bank with manager XXXX XXXX ( branch leader II assistant vice president ). I provided him with a photocopy of the check and was told he would, look into it and he would also submit a request for information from truist bank fraud department. He stated he would, keep in touch with me. XXXX I contacted XXXX who is my student loan servicer. They verified that the check was a legitimate check from US Treasury. XXXX XXXX XXXX XXXX XXXX had not contacted me so I went back to the branch to speak in person to let him know I received confirmation from XXXX that the check was legitimate. He informed me that I could not speak to the fraud department and he needed to act as intermediary. He told me that according to truist bank fraud department, US Treasury has flagged the check as fictitious and that I would need to contact US Treasury. XXXX I ran the check number through US Treasury Treasury Check Verification System ( TCVS ). The results were, Check verified Status : Paid ( see attached ). XXXX I talked to XXXX to receive verification in writing confirming the legitimacy of the check. They began the process of mailing that information to me. I have not received this information yet. XXXX XXXX I made several unsuccessful attempts to contact US Treasury via phone and e-mail. XXXX I had e-mail communication with US Treasury OIG which confirmed that the check was legitimate, that US Treasury had no claims on the check and that US Treasury confirms the check status was paid on XXXX. XXXX XXXX : XXXX ( see attached ). XXXX I returned to my truist bank branch to speak with XXXX XXXX and provide him with the updated information. He spoke with the fraud department again and informed me that NOW their fraud department is claiming that US Treasury HAS NOT flagged the check as fictious. He stated that he needed to investigate further with other departments and that he would, keep in touch with me. To this point I have received further communication with XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 16801
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Someone hacked my account deposited a fake check I asked them to fix the problem they closed my account after two weeks of waiting with no access to my account I was also denied my unlimited credit as well
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31721
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a Business Account with Truist online on XX/XX/XXXX that was approved the same day. The next day, I deposited a check in the business account inside the Truist Branch from my XXXX XXXX plan in the amount of {$14000.00}. The teller advised the check will be on hold due to the amount and a new account. On the same day XX/XX/XXXX, I called Truist to setup my online banking and the representative verified my identity via telephone as far as to ask me things on my credit report and I passed. She emailed my temporary password and ended the call. On XX/XX/XXXX, i tried to login the account and it was blocked. I called Truist and the representative advised me the account was closed for fraud. I was confused and she advised my check from XXXX XXXX XXXX account is being verified for fraud. I started crying and advised her the check is definitely real and the company can confirm that. She advised I would have to wait until I receive a letter in the mail to see further actions. I went to the branch in the XXXX XXXX to speak with a banker to inquire what was going on. The branch was just as clueless and just advised once my check clears, I can pick up the deposit from the branch on the XXXX The letter arrived XXXX and was generic saying they can close the account whenever they want with no reason and if I had any deposits, I can retrieve from a local branch once the monies show cleared. On XXXX I went to the brancXXXX XXXX XXXX from my house on XXXX XXXX to inquire about picking up my check. The branch leader XXXX was rude and asked why was I at her location. I advised I live 2 minutes away and why does it matter. She finally pulled up my account and proceeded to ask " why would I deposit a check of that large amount in the bank ''. At this point I am upset because she insisted on insulting me instead of trying to help me. She called someone and finally told me I just need to go home and wait. I was highly upset because I waited as the bank advised on the letter and via telephone until the check cleared. I called XXXX XXXX who issued my Pension check and they advised the check was accepted and cleared by Truist on XXXX I called Triust again to the enterprise line at XXXX option 1, option 1 again due to this is the department who is handling the situation. The lady on the line advised me the check will process XXXX and I can go inside the branch on XX/XX/XXXX and pick up my money or reopen the account because they just saw an error in my bday. I advised her I wouldn't dare open an account with the again after the hassle I have received and terrible customer service. Today XX/XX/XXXX, I go to the Truist branch on XXXX In Truist XXXX and the senior banker XXXX XXXX pulled up my account to see available balance {$14000.00} but, did not know how to give me my funds because no notes was there. He called someone who basically had no clue as well. I sat in there over an hour, late to work, and nothing. I called the enterprise line while I was in the branch and the incompetent representative advised she is not sure what to do. AGAIN, imagine if your pension check is just somewhere and the bank is supposed to be the safest place and nobody has consistent answers. I left the branch again with no check or no information. I called the enterprise line again that is mentioned above and the lady advised me my money is available and she doesn't know why the branch did not just process the check. She tried to call the bank but, nobody answered. As of XXXXXXXX XXXX XXXX no information has STILL been consistent and they have my money and nobody has released it yet when the check cleared XX/XX/XXXX per XXXX XXXX department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: This account was paid and XXXX is reporting the account type as an auto loan this is factually incorrect because The account you are reporting is identified as an " installment loan '' which is factually incorrect. The true account type for this account is a " Credit sale Agreement '' I have the right to an accurate credit file and discrepancies like this are unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
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: I opened a credit card with Suntrust bank probably XXXX or 11 years ago. I never had XXXX late payment with Suntrust in all of those years. I paid the card off and quit using and actually asked Suntrust to close the account. In XXXX of 2020 I lost my job with my employer of XXXX years and moved to Florida XXXX Sometime during that transition Truist acquired Suntrust and sent me a Truist credit card. The card never made it to me as they put the incorrect address on the card. When they opened that account apparently they charge a yearly fee for the card, and sent me a bill to the wrong address again. They did not have a working phone number or email address for me. I confirmed that with Truist. The email and phone number on file with Suntrust was my old company phone and email of which I no longer had. In XXXX of this year I got hit with a 30 days past notificiation and my XXXX XXXX took a nose dive from nearly XXXX to XXXX. The total owed to them was {$110.00}. I had no idea that this account had been opened, and considering I had never been late for a Suntrust payment - had I known I would have cancelled the card after paying that balance. I pride myself in on time payments and was en route to getting my XXXX XXXX to an XXXX. When I spoke to Truist and explaned that I had never been notified via email, telephone, or snail mail they did let me know that they did have my wrong email, phone number and incorrect address of which they said several pieces of mail had been returned to them undeliverable. They said there was nothing they could do to correct this. i went ahead and immediately paid off the bill and am looking to you guys for assistance. It is my understanding that this happends often when banks are acquired. Please give me a call if you have additional questions. My cell number is XXXX Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Since XXXX of XXXX I was getting very little Interest on my Money Market Account at Truist Bank ( XXXX # XXXX ). Twp weeks ago I started to withdraw a total of {$40000.00}. to put into 2 different accounts at another bank. My rates there were over 4 %. I went online at Truist to check my current rate and saw that it was still at .01 %. When I called my local branch of the bank ( XXXX, PA - ( XXXX ) XXXX ) yesterday to question this, I was told that the rates would go down automatically, but UNFORTUNATELY they don't go up unless you call. I was also told that they do not go back to give the interest rate that should have been given in the first place. I am attaching copies of the last 4 statements. As you can see there were times that I had {$45000.00} - {$50000.00} in this account and received {$.00} - {$.00} interest for the month. The last statement shows that the interest rate was increased to 2.96 % after yesterday 's call. Is this even legal?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17543
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Over the past 4 months, I have acquired 7 overdraft fees. Each fee is {$36.00}, totaling {$250.00} in fees. It was verified by an employee on the phone that i spoke with on XX/XX/23 that I never approved overdraft protection services. These fees and the associated transactions that triggered them shouldnt have happened. In addition, the policy is that you have until XXXX the day the overdraft occurred to add money to avoid a fee but nearly every time I have experienced this, the fees happen OVERNIGHT when Im sleeping. I go to sleep and my account is in good standing, in the morning it is negative with Multiple Overdraft fees. I was denied any refunds because of an error they did/corrected back in XXXX that resulted in a refund of an overdraft fee. So because they corrected an error, I am not eligible to request a refund of overdraft fees for a year. I asked how do I avoid Truist approving transactions when my account is low and I was told some things may be approved regardless. I check my account on the app often and ensure I have money before I spend it. Transactions dont display the same day sometimes. It is hard to manage your money with this bank. I feel this is incredibly unfair and confusing and I am eager to get my money back, switch banks and tell everyone about my experiences with Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77539
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: Truist is in willful violation of U.S. Code, Title 12, Chapter 49, 4902 ( Homeowners Protection Act of XXXX ). The company had bought loans from SunTrust Bank and are refusing to remove Private Mortgage Insurance ( PMI ) from a mortgage loan originating XX/XX/XXXX. According to law, the PMI can lawfully be removed after the principal amount of the loan is less than 80 % of the value of the home. A letter was sent XXXX XXXX, XXXX, to remove PMI from the loan but Truist then sent a reply letter dated XXXX XXXX, XXXX, denying the removal of PMI, stating that they bought the loan with the understanding that it was federally backed. Whether the loan was bought out by another company or not has no bearing, as the law pertains to the origin of loan, or initial amortization schedule ( see U.S. Code 4901 for definition of cancellation date ). A response was made XXXX XXXX, XXXX, notifying Truist that they are in violation of the law and they had 30 days to comply, per law, which they still have not done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24540
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A