Date Received: 2023-10-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had 4 transactions ( {$200.00}, {$200.00}, {$150.00}, {$49.00} ) fraudulently taken out of my personal checking account on XX/XX/2023. These total {$590.00} taken from a vendor by the name of XXXX XXXX XXXX . I initially contacted XXXX XXXX and was told that they do not handle these types of disputes and that I would need to contact the fraud department at my bank and they would be the ones to initiate an investigation. That is exactly what I did. I contacted the Truist fraud department on XX/XX/2023 and initiated an investigation which was identified as Claim Number XXXX. After several days went by and I did not receive an update from Truist, I contacted the fraud department for information on XX/XX/2023 at XXXX from my cellphone. I was initially told by the representative that the case was denied. I asked for the denial reason and she kept telling me to go to my local branch and have them find the items in question and attach them to the claim and submit it for review. I was confused because that is exactly what was supposed to have been done when I initially opened the fraud dispute so I kept specifically asking her to tell me the denial reason. She kept saying " it tried and tried and tried then denied '' which I did not understand at all and I requested to speak to a Supervisor. The Supervisor came to the phone, reviewed the notes and informed me that this fraud claim was denied because I previously once before reported fraud from the same merchant ( XXXX XXXX ). I did have fraud prior to this once before from a XXXX XXXX XXXX which was the same vendor, different name. It took me close to 3 months to get Truist to take care of those fraudulent charges by making over 50 phone calls totaling almost 20 hours of my time and getting their social media team involved to finalize it. Now here I am again a few months later, dealing with the same issue of jumping through hoops to get help from my bank when I have been frauded out of money. This Supervisor went on to explain that the bank has to make money and the reason this is denied is because XXXX XXXX is a merchant that thinks they do no wrong and do everything by the book, therefore the bank can not usually recoup their money from them. I questioned why that was my problem and not the banks problem and that it sounds like they are more interested in their own money vs their consumers money. The Supervisor proceeded to put me on trial for being frauded out of my own money. He questioned why I did not immediately report the fraud. When I explained that I did not check my account daily to notice this was taken then he responded with telling me how if it was his account he would have immediately noticed. He then questioned why I did not notice the fraud and report it when I made a XXXX payment one day from the account. He then asked me what proof I could submit that would support him requesting for a new case to be opened. I asked what proof I could possibly submit to show that my account was frauded for 4 charges totaling {$590.00} and he sent this back to the investigator asking what proof would be sufficient that could support reopening this case. It was so ridiculous that I never even followed up to find out the answer. I received a letter from Truist in the mail dated XX/XX/2023 that reads the following : " Based on a review of our records and the information gathered during the course of our investigation, we have determined with respect to the above-referenced amount that there is a pattern of similar transactions which were not previously disputed, which you benefited from. '' What?!?!?!?!?! So I wrote a horrible review on the Truist XXXX page and was contacted by them on XXXX XXXX to look into the issue. I was thrilled and provided all of the information that I have provided here, including dates and times of calls made so that they could listen to the recorded calls that were absolutely terrible. I reached out to them on XX/XX/2023 and received a call today on XX/XX/2023. I was told that there was nothing further they could do to assist me because I had previous fraud with XXXX XXXX on a different debit card and now that I have experienced it again with the same merchant on a different debit card they will not help me. She offered to transfer me to the fraud department again and when I expressed that they are of absolutely no help she stated " oh I know '' and apologized there was nothing she could do and disconnected the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40220
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I contacted Truist Bank regarding a online transaction regarding XXXX ordered. I was charged {$190.00}. I typed the XXXX more than once because it did not take the first time ( XX/XX/2023 ). I have called fraud department with Truist Bank over seven times concerning this transactions * also telling them that the order was delivered and was advised not to take XXXX XXXX XXXX XXXX so, I returned the package unopened and gave the bank the USPS returned XXXX They have returned the {$140.00} in XXXX. However, they refused to return the {$50.00}. The branch has tried to assist me, as I showed them the return emails showing the refund from the merchant. Truist still will not refund my {$50.00} it owes me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had made XXXX XXXX payments to a jewelry in the total of {$4000.00} for a custom made pendant which was initially supposed to take a week and is now going into over a month I havent been able to contact him for XXXX weeks now regarding update on my order since he has been unreachable a lot of stories of his fraudulent pass and current activities has been shared over social media by other victims of his scam he had even reached out threatening the victim to remove his identity from the social media post or no money or item would be returned to her which means he has been seeing all of his victims including me trying to contact him whiles he is quoted riding around drinking with our funds I had reported the matter to truist in which my claim was denied when I feel a chargeback should be made and my funds returned to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I informed Truist bank that in late XX/XX/2023, My debit cards was left at the XXXX XXXX while I was flying out of the state to XXXX, XXXX. I was out of town for a week with my book bag being left at the airport. My bag included my social security card, my pin card, computer, and phone. I believed originally that my bag was left at the airport, but when I returned a week later to the lost and found, I found numerous charges on my personal and business debit cards. I contacted Truist multiple times to dispute the issue and open claims. I contacted Truist, but Truist has continued to decline my claims without any evidence or further resolution of my dispute even though these charges were done fraudulently. While my personal card and business cards were both stolen and used at the same time in the same manner, Truist approved and properly addressed my personal debit card claim, but refused my business claim. Again, all these transactions on the personal and business claim occurred at the same time. They had duplicate transactions on both accounts, and were done the same day at the same locations. This makes no sense whatsoever that one claim would be approved and the other denied. Business Name : XXXX XXXX Truist businesss -claim # XXXX Business Checking account Number : XXXX Personal Name : XXXX XXXX Personal - Claim XXXX Personal Checking account Number : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have a Checking account with Truist bank ending in XXXX. I wanted to close the account but this bank is not closing. Moreover they expect me to keep on calling or chatting with them to close it otherwise they will charge money for XXXX balance. Chatted with XXXX on XXXX XX/XX/2023 to close this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/2023 I attempted to do a balance transfer using my Truist app to transfer a balance of {$8400.00} to pay off my XXXX XXXX XXXX credit card and it kept saying it wouldn't go through. On XX/XX/2023 I called Truist and a rep was able to help me with a balance transfer that I decreased to {$7400.00}. On XX/XX/2023 XXXX XXXX XXXX received money from Truist in both amounts for a total {$15000.00} in which it took months of phone calls to get reversed. So finally, on XX/XX/2023, XXXX XXXX XXXX sent Truist back {$8400.00}, but Truist is saying they never received it. I have called both banks MANY times and have not gotten anywhere. Truist is asking XXXX XXXX XXXX to send me proof of the wire transfer with accounts and routing numbers which I have yet to receive. So basically XXXX XXXX XXXX say we sent Truist the money and Truist is saying they never received it and I am on the hook for this missing {$8400.00}. I do not know what else to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I requested my PMI be deleted on XX/XX/XXXX, after paying my mortgage down to the required LTV. Our initial request was denied for lack of an Automation Valuation Model, with Truist requiring we prove the homes value had not decreased. The denial letter dated XX/XX/XXXX stated we had to pay for a BPO ( {$190.00} ). We mailed the check and signed the required form, and mailed it to Truist on XX/XX/XXXX. Per Truist, they received the form and payment on XX/XX/XXXX. Upon receipt, and after calling Truist, Truist admitted that the BPO requirement was an error on their part, as BPOs are not permitted in West Virginia, and that they would pay for the difference between the {$190.00} BPO fee and the actual cost of the appraisal they were now requiring. On XX/XX/XXXX, we called Truist again, escalating the appraisal order. No callback was received from management or the Mortgage Insurance Department. On XX/XX/XXXX we called Truist, who stated they were returning the BPO fee check to us, and they were cancelling the PMI, effective XX/XX/XXXX. We requested a manager callback, as the PMI deletion request needs now be backdated. No callback has been receieved. Truist then withdrew another PMI premium payment from my escrow account on XX/XX/XXXX. I requested a refund of the unearned premium, and they denied it, stating " When you sent the funds for the appraisal, their website had been updated with a value for your home and your PMI removal was approved. You are required to pay PMI premiums until the month following PMI was removed. Since PMI premiums are paid in arrears you were charged for XXXX on XXXX and XXXX on XX/XX/XXXX. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 262XX
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Considering these unauthorized inquiries, I kindly request your prompt attention and investigation into this matter. I am confident that your institution places great. importance on customer satisfaction and security, and I trust that you will take the necessary steps to resolve this situation effectively. As a first step, I would appreciate it if you could provide me with details. information pertaining to the alleged accounts, including any associated. transactions, applications, or account activities. It is crucial that I review this. information to assist in the investigation and help identify any fraudulent activity that may have taken place. Furthermore, I kindly request that you suspend all activity and remove the related. alleged accounts immediately, including any associated fees, charges, or penalties. I expect that no adverse actions will be taken against me due to this unauthorized account activity, as I am not liable for any actions taken without my knowledge or consent. I understand that resolving this matter may require some time, and I am prepared to cooperate fully during the investigation process. However, I kindly request that you keep me updated on the progress and provide me with regular communication regarding. the steps being taken to address this issue. Please be assured that I have taken immediate steps to protect my personal and financial information. I have changed my passwords, enabled additional security. measures, and alerted the relevant credit bureaus to monitor my credit reports for any suspicious activity. I want to express my sincere hope that this situation can be resolved amicably and swiftly. I believe in the professionalism and integrity of your institution and am. confident that you will manage this matter with the utmost attention it deserves. Should you require any further documentation or information from me, please do not. hesitate to contact me at the phone number or email address provided above. Thank you for your immediate attention to this matter. I eagerly await your response. and a resolution to this concerning issue. XXXX XXXX UNAUTHORNIZED INQUIRY XX/XX/XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89408
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I have a mortgage with XXXX XXXX and they have been denying my modification request and assistance for over 2 years. They keep telling me that I need to clear the irs liens on my county report but the liens are not going anywhere until I pay them and if I could pay them then I would not need a modification. I contacted the irs to do a subordination agreement on XXXX XXXX behalf and they never sent the irs information to complete the subordination on the liens. It's like XXXX XXXX wants me to loose my home! The irs liens are from a bad business that went bankrupt and now I have the irs lies from Im 2019 with The taxes from the business. I'm teuk f to keep my home and they want to foreclose on me and only offer me a short sale! I need a modification. Or payment plan and they will help me! It's just modification which means modifying my current mortgage not a refinance and I do not know why the liens ars playing a big factor on me keeping my home. Please have them understand the the IRS and state of Virginia liens are not going anywhere and I need to keep my home! Im also going to file a discrimination complaint again Truist because I'm beginning to believe they are practicing discrimination against me and my co borrower because we are XXXX! My co borrower is a XXXX veteran!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XXXX of XXXX I totaled my car. XXXX, my insurance company handled the claim in the required 14 days. XXXX XXXX regional acceptance corporation a settlement check before my next car payment was due. They sent a letter through email telling to XXXX they would release the title to them and consider the debt paid in full. XXXX decides to send them a gap payment in good faith and business acts. As XX/XX/XXXX regional has refused that payment 3 times. They keep calling me saying that Im 60 days behind on my car payments. I should not be behind on any car payments. They keep telling me that they will file this on my credit reports and it will look bad on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70663
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A