Date Received: 2023-09-27
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: XX/XX/2023 contacted Truist Bank who aquired SunTrust who aquired XXXX XXXXXXXX XXXX and XXXX XXXX. The mortgage is located at XXXX XXXX XXXX XXXX XXXX XXXX Register of Deeds. The loan closing is delayed due to the satisfaction not being filed timely. The unabilty of Truist to complete in a timely manner due to lack of loan number on their part for companies previous aquisition it an issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27215
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I attempted to create an account with Truist on XXXX XXXX XXXX I received an email with an application ID of XXXX. I paid {$50.00} using a debit card to deposit funds. The email stated here are your new account details. Upon trying to make an account through the app and website, I was told that the account was closed and that it could not be opened. I have not been refunded for the {$50.00} after the account has been closed. On XX/XX/XXXX, I received a letter in the mail stating the account statement with an account number XXXX. The account was charged {$12.00} for the monthly maintenance fee even though the account was supposed to be closed. On XX/XX/, I contacted Truist and was told they can not close the account. I was instructed to go into the branch and I went into the local branch and was told to call Truist and get in touch with their fraud department. Again, I could not get ahold of anyone who could close the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am not liable for this debt with XXXX bank. I can not open a bank account because of this inaccurate and unverifiable. [ 15 U.S.C 1681 ] due to the FCRA this account must be removed immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I report abuse of trust by a former co-worker in the process of processing the AUTO loan and where they took advantage of my good will and conducted a whole process of strong consultations with different banks and financial companies, through deception, manipulation and tricks. unscrupulous The car process is requested by XXXX XXXX ( XXXX XXXXXXXX XXXX XXXX - Please see attached data / Digital backup ). XXXX XXXX asked me to help accompany her to her office ( XXXX XXXX ) on XX/XX/XXXX, because she was being offered a car and she wanted to know the amount of the monthly payment and financial responsibilities. - First. They checked her credit and her credentials. ( SSN ) And the salesperson who helped her at that time told her that her credit score is incredibly low and that she needed to present a guarantee and contribute a higher premium to the AUTO. Given that the monthly fee would be approximately USD XXXX to XXXX. Having this information, XXXX XXXX suggested to the seller that she try my personal credentials ( SSN ) to see the numbers and take advantage of my credit history and see if the monthly payment could be lowered. So, $ XXXX was a very heavy amount for her finances. She was looking for an average fee of approximately USD XXXX. I acted in good faith and with the healthy intention that we would try the alternatives and that she would make the best financial decision for her budget. She and the sales associate assured me that only XXXX inquiry would be made to the credit bureau and that it would be smooth. And it would not affect my score in the slightest. situation, which is NOT true at all. At no time do I request and/or provide my authorization for multiple inquiries to be made for credit validation and I NEVER request to be the main debtor and/or co-debtor in this credit process. Here, the deceived, used and useful fool has been my person. And I was almost scammed, due to this bad practice and abuse of trust from my former co-worker.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I called my bank, Truist as all 4 of my checking accounts were overdrawn by {$2700.00} each. When I talked to them they said it was a legal/government order. They wouldnt not rectify and said to call the number but couldnt give more details. They wont reimburse me either as I said the number sounded fake and I had no mail from the company withdrawing my account. Legal -Garnishment Processing from acct Legal Dept who is forcing to get money from acct Transactions are charges XXXX XXXX XXXX XXXX XXXX Government order??? Exemption number Ask for an exception
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19002
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: This complaint against Truist Bank and is related to CFPB Claim # XXXX against Truist bank, which is currently closed. The response from Truist is not accurate and fails to include pertinent details. XXXX, who obtained the mortgage, passed away on XX/XX/XXXX. XXXX XXXX sister, XXXX, is the successor of her estate. XXXX XXXX XXXXXXXX XXXX XXXX, VA appointed me as guardian/conservator of XXXX on XX/XX/XXXX. This was prior to BB & T and Suntrust Banks merging to become Truist Bank. XXXX and XXXX had accounts with both banks. BB & T immediately accepted the legal documents, acknowledged XXXX death, XXXX as XXXX successor, and me as XXXX 's guardian/conservator allowing me to manage both XXXX XXXX and XXXX 's BB & T accounts. Suntrust refused to accept the legal documents and to acknowledge XXXX as XXXX successor and me as XXXX guardian/conservator. I delivered the legal documents in-person and via mail on numerous occasions to no avail. Telephone calls to Suntrust, and then, Truist, resulted in me being told that Suntrust/Truist could only confer with XXXX ( deceased ), and I could not be provided any information about the loan. Due to their refusal to confer with me, I had no knowledge that the insurance policy had lapsed. Based on Truists statement, the insurance policy was cancelled on XX/XX/XXXX, two months after XXXXXXXX XXXX death. XXXX 's death prevented her from paying the insurance premium and Suntrusts/Truists refusal to confer with me resulted in my inability to pay the insurance premium or obtain a new insurance policy upon my appointment as guardian and conservator of XXXX. I became aware of the insurance lapse when the mortgage bill to XXXX noted that new insurance was purchased at an unreasonable price. I then immediately purchased and paid for insurance with XXXX effective XX/XX/XXXX, noting Truist as the Mortgage Company. Truist cancelled the more expensive insurance but continued including insurance escrow in the monthly payment. Hence, the insurance lapse was not the result of my inability or refusal to pay insurance but was due to Truists failure to acknowledge XXXX as the successor of XXXX and me as XXXX Guardian/Conservator, allowing me to obtain information about the loan. Principal and interest of the load is {$360.00}. In its response, Truist states at this time, the loan is not being escrowed for taxes. That statement is false. Please see attached mortgage account statements dated XX/XX/XXXX, and XX/XX/XXXX, stating that {$380.00} is being escrowed for taxes and insurance thereby making the total monthly payment {$740.00}. Please also see attached insurance bill which shows yearly insurance amount as {$2200.00} or {$190.00} per month. The escrowed amount of {$380.00} equates to {$4500.00} yearly, much more than the yearly cost of the yearly home insurance being paid. If the loan is not being escrowed for taxes, then why is the payment still showing that taxes are being escrowed and why is an additional {$190.00} being withheld? Please see the attached two most recent tax payment receipts showing said payments were made by me, not Truist. Truist previously put the property up for auction after repeatedly refusing to acknowledge XXXX as successor and me as guardian/conservator. It was only after my initial complaint with CFPB that Truist acknowledged XXXX as successor and me as guardian/conservator. A lot of unnecessary money was spent to stop the auction. This is yet another attempt by Truist to force foreclosure on this property. Truist needs to acknowledge that its repeated failure to acknowledge XXXX as successor and me as guardian/conservator resulted in the lengthy insurance lapse, not XXXX 's XXXX my inability or refusal to pay for insurance ; cease taking out escrow for taxes and explain the {$380.00} escrow being charged ; and return the monthly payment to its original amount of {$360.00}. At the minimum, only the amount needed to pay the insurance should be escrowed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have XXXX in my old bank account with Truist bank thats been sitting. I would like to retrieve my fund. They say my Account is no longer active and is now closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31792
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I am asking for this company regional acceptance to understand, I left my job due to XXXX of XXXXXXXX XXXX and having to raise grandchild. I found a mediocre job but had trbl paying- I started another job, better paying. i Started to resume payments - The problem is this, regional makes more then 3 calls a day - I can not answer the pbone during the day. Yesterday they called my boss cell phone - I put in writing to them to stop calling. - b4 losing job i made faithful payments for 4 yrs straight - one operator XXXX there is being too aggressive with the calls and told me she has a right to call. I made a XXXX payment last night ( borrowed $ ) and she called 5 minutes aftr payment and said she needed more - this has become so stressful i cant function- i have XXXX left on loan - just took second job at XXXX XXXX im so worried regional will be the reason i lose this job - from harassing calls- please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I filled a merchant dispute ( chargeback request ) through my online banking for merchandize not received. I bought XXXX XXXX smartphones ON the store on XX/XX/XXXX, the store didnt have the items on stock at that time so they will send it from their warehouse to my home not later than XX/XX/XXXX by XXXX XXXX The merchandize never arrived so I sent this merchant dispute to the bank. On XX/XX/XXXX I received 2 letters from the bank issued on the same day, one a document requesting my signature to confirm the claim, and the other saying that my claim was denied because the card was present at the moment of the purchase. When the card is in present doesnt mean anything, many stores like XXXX, macys and other dont have all items on stock at the same store, so they will send it from their warehouse, especially expensive smartphones or bigger products like a fridge. In those cases, XXXX also protects the purchase having the opportunity to dispute the purchase If the items dont arrive. I provided the invoice showing they will send it and even that the case was denied and didnt investigate anything, the MUST reach the merchants bank to request information from them and documentation proving that they sent the merchandize or if they have any other issues with the order. Something they never did and they didnt follow XXXX procedures and EFTA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77043
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Truist Bank is my mortgagee. My home suffered damages due to a hurricane ( XX/XX/XXXX ) and, more recently, a tornado ( XX/XX/XXXX ) I have been working with Truist Banks loss draft department as they have a procedure in place for homeowner insurance checks and repairs. XX/XX/XXXX : Truist Bank received my claim checks. XX/XX/XXXX : Over a month later, Truist Bank processed the first checks received from my insurance company for loss repairs, and released an initial payment. XX/XX/XXXX : Inspection request was sent by me via Truist Banks insurance claim check portal. This is critical in the process established by Truist Bank in that they will not provide the remaining claim funds until it is complete ( 1 ). XX/XX/XXXX : A loss draft department representative put in a request for an exception to allow the next draw of my claim funds to be released immediately and without waiting on the inspection as Truist Bank failed to assign an inspector for three weeks despite the urgent need for claim funds as repairs needed to be paid. XX/XX/XXXX : Three weeks after making the request for inspection, despite several follow up calls and requests for the assigned inspectors contact information, as well as requests for escalation to bring this to the attention of a manager, I still had not been contacted by an assigned an inspector. XX/XX/XXXX : Truist Bank erroneously informed me that I was previously contacted by an assigned Inspector and that I had missed the call. Because the representative alleged to have knowledge of the assigned inspector, I again requested the name and contact information which the representative refused to provide. XX/XX/XXXX : After adamantly insisting that our exception be expedited to allow my claim funds to be released, I received a text from an inspection company that stated that the inspection company had Received a work order to inspect my property ( 2 ). I immediately made contact with this company by text ( 3 ). In response, the assigned inspector confirmed that this was his first attempt to contact me, proving that the accusation made by a Truist representative that the inspector attempted contact, but I missed their call, was false. The inspector further shared that he had driven by my home over the previous weekend, and knew that he should have called prior to XX/XX/XXXX. He stated that this is his side huddle, and as such, his calendar was limited. XX/XX/XXXX : I received a text message notification that the assigned inspector was available for an inspection appointment that same day and in next couple of hours ( 4 ), which I could not accommodate due to my work schedule. He texted that he would reach back out to me on Wednesday, XX/XX/XXXX to schedule an appointment. XX/XX/XXXX : I contacted Truist Bank to discuss the exception and asked that we continue with the request regardless of the recently assigned inspector. This request was due to the urgent need for funds to be released in order to pay for repairs. The process to release claim funds is not simply an inspection and I feared that this process may be incredibly slow and frustrating given the complete incompetence and negligence demonstrated by the loss draft department while handling the claim funds process thus far. XX/XX/XXXX : The assigned inspector reached out on this day as previously confirmed, but instead of scheduling an appointment, he sent a text message asking if I was Available for an appointment, and followed that up with a text that said, soon ( 5 ) despite me previously stating that I was not available on Wednesdays as I am out of town on those days. XX/XX/XXXX : I made several calls to Truist as a follow up to the request for exception. I was initially told that I should expect a response within 48 hours, later they corrected the timing and stated the anticipated response time frame was 3 business days. Later, they recanted and stated that the estimated response time for an exception request was 5 business days. XX/XX/XXXX : I called in and spoke to a representative in an effort to follow up on on our request for an exception. I expressed frustration about our current assigned Inspector in that he relies on same day appointments, has very limited availability, and that he drove by my home on his day off. The representative suggested we request a different inspector, to which I conceded. I asked if Truist would provide the name and contact information of the inspector. This request was denied. I requested to speak to a representative from the department responsible for assigning inspectors in an effort to expedite the process.. This request was denied. During the time period from the initial inspection request on XX/XX/XXXX through present, through phone calls to the loss draft department : I have requested escalation at least four times, specifically documenting XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX ( 6 ), in an attempt to find a solution to these issues. I was hopeful that I would have an opportunity to speak with a supervisor. I only received one supervisor callback. I have requested to speak to the department that assigns inspectors, and was denied. I have requested the name and contact information of the newly assigned inspector in an effort to schedule and I was denied. I have asked for the name of the department that processes the request for exceptions, and was only given, Corporate, as a response. I have asked for the names of the departments associated with this process and the names of their management team and have been denied this information. XX/XX/XXXX : I received a call back from a manager ( XXXX ) who apologized for the situation, stated that she requested that the funds be released and that she would be personally working on accomplishing this. She said that she would get back to me, possibly by the end of the day, with an update. I never heard back from her. XX/XX/XXXX : I logged onto the banks webpage and used the departments virtual assistant to ask for a status update on my exception request. I received a response showing that it was denied. They stated that the denial was due to the fact that I had not had an inspection ( 7 ). In a documented conversations on XX/XX/XXXX and again on XX/XX/XXXX with the Truist Banks online virtual assistant, I requested further explanation on the exception denial. I also requested the name contact information of the inspection company that has been assigned to my claim. I was denied ( 8 ). The virtual assistant did mention that on XX/XX/XXXX, a representative had reached out, on my behalf, to the inspection department for information ( 8 ). It is now more than five weeks passed my inspection request. My home repairs will have to come to a complete halt as I can no longer pay from personal accounts given there is no immediate resolution. I have taken care to follow all of the steps of the process for my claim. Now, even if there is immediate information available on Monday regarding contact information for the inspector or inspection company, this banking institution still has a process to complete in order to release my claim checks. The dishonesty, lack of transparency, lack of concern for clients, lack of continuity between departments, carelessness and negligence in handling claims and claim funds, unnecessary delays in assigning inspectors, and the decision to issue a denial in response to an exception request that would allow the release of funds that have been seriously delayed by the actions or lack of actions by Truist Bank and their representatives, and are urgently needed to cover repairs, need to be fully investigated. Aside from the above described issues, this institution failed to recognize that my homeowners insurance policy was renewed and despite the provider sending all necessary documents to prove coverage, Truist Bank established force placed insurance. I have called to resolve the situation to no eval. It is evidenced on their portal that now there have been two escrow payments made for homeowners insurance. ( my selected homeowners insurance as well as the force placed ). This same issue occurred in XXXX with my flood insurance policy and I have yet to be successful in getting this bank to remove the costs incurred due to their own negligence. My attempts at recovering my funds proved to be overly exhausting and frustrating in dealing with the hold-times, incompetencies, and dishonesty. I just gave up. I am concerned that the erroneously force placed insurance combined with the delay in assigning an inspector are intentional efforts to withhold funds. Truist Bank was directly responsible for the delays related to the process in handling my claim funds and have made no effort to rectify this issue. I have been a SunTrust customer since XXXX. I never encountered any issues with Suntrust. Since the merger I have had force placed insurance established in error on two separate occasions. The insurance claim check department is set up so that there is no accountability. It is as if their representatives are trained to road block clients from obtaining information necessary for them to receive their claim funds in an appropriate amount of time. There is no possibility of speaking to upper management. There are no department heads. There is no continuity between the first level customer service, the processors, and the department that assigns the inspectors. They can not provide contact information for the assigned inspectors. I am including additional attachments ( aside from the first 1-8 ) that provide relative information.
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: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A