Date Received: 2023-09-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a Truist checking account in the branch XXXX XXXX XXXX XXXX, XXXX NC XXXX with XXXX XXXX on XX/XX/2023. I tried to open the account online but I have a fraud alert on my credit report so I had to go into the branch in order to open the account. There was a {$400.00} bonus for opening the account and making 2 direct deposits of {$500.00} or more and you would get the bonus within 4 weeks of the qualifying deposits. I have made 4 deposits of {$1000.00} and I have still not received my bonus. I reached out to XXXX who reached out to the promotions team and they stated the following Since the direct deposit requirements have been met, the {$400.00} XXXX reward will be processed and credited to qualifying checking account within 4 weeks and can not be expedited. As long as the account remains open, an eligible account type, and in good standing ( i.e. balance must not fall below {$0.00} ). My balance has not fallen below XXXX and yet I have still not received my bonus money. I feel that I did everything necessary. on my end to ensure that I receive the bonus and I would like to know why I didn't receive it before closing my account. I am not going to keep it open if Truist doesn't stand by their promotions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29715
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I wrote a {$1000.00} check to a vendor. It was fraudulently check washed. The check had egregiously been changed. The check washer forged the check out for the same amount I had originally written the check for. It went undetected for XXXX. Now Truist is telling me they are not responsible for allowing the transaction to happen because of the amount of time. The handwriting on the check is clearly not mine. I always use the memo line and on this fraudulent check it was blank. My handwriting is a clear architectural lettering and the fraudulent check was large bubbly handwriting. I feel like Truist stole from me. I have asked for a review of my denied claim back on XX/XX/XXXX and I just learned ( XX/XX/XXXX ) that it has also been denied. I filed a police report when this happened as well as a report with the USPS. I don't understand how a bank can dismiss this criminal act so easily. Hasn't the UCC placed regulations on forged checks? I have been with Truist for may years ( XXXX & XXXX and before ). They don't seem to value me as a client.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Around 2 years ago I received a call from an official at Suntrust Bank, currently Truist Bank, located at XXXX XXXX XXXX XXXX, XXXX, Fl, indicating that I needed to go to the bank because they had to change my safety deposit box since the one I was assigned to ( # XXXX ) had broken hinges. I ignore how they knew this if it was not reported by me nor did I ever experience any problems with the box hinges before. When I got there my safety deposit box had already been changed to the space below mine ( # XXXX ). Since my box was changed without me being present I had to wait until they gave me a new key. The locksmith tried to open the new assigned safety deposit box but was unable to do so as the lock was defective. I had to wait for the locksmith to fix the lock of the newly assigned box. After almost one hour he was able to open it at which time he gave me one key ( not 2 but 1 only ). Anyhow once they left I opened the box all the paperwork I had towards the front was there so I did not bother to check for the jewelry I stored in the box since it was all the way in the back. After placing it back in its new assigned location I left. On XXXX XXXXXXXX XXXX I went to close the safety deposit box and when I went to clear the contents I realized all the jewelry with their respective appraisals was missing ( approx. $ XXXX to $ XXXX of jewelry ). I immediately notified the lady who was assisting me with the closing of the account and she simply said the bank is not liable and that it could not be possible. I asked for the XXXX ( XXXX XXXX and he basically said they had no liability coverage. He said that he was new at this location but explained that they had no coverage for this type of incidents. I could not believe what I was hearing. I overheard an employee saying to another one that there was something " fishy '' there and the comment made me feel very uncomfortable. They did not offer to do an incident report, nor open an investigation, did not check paperwork, cameras or anything!. I told them I would go to the police for them to investigate. The bank was closing so the police told me to meet them at the bank the following day. The following afternoon we waited there for the police to arrive and in the meantime spoke to the bank security who again did not offer to do any reports or took any interest in helping us. The bank was getting ready to close once again and they asked me to wait outside in the parking lot for the police to arrive. The police never got there due to other emergencies, but since they already had my phone number they called me and instructed me to go to the XXXXXXXX XXXX to do a report there at their location, which I did. My police report number is XXXX. I was hoping to receive a call from the bank personnel with the results of some sort of investigation, but nothing has taken place to date. In the meantime all my important jewelry worth close to $ XXXX is missing with their respective appraisals and pertaining paperwork. I have been reading on line about similar incidents and that is how I found your agency and decided to report the case in hopes of some resolution. I reported this to the Federal Reserve XXXX XXXX XXXX. but they informed that I had to report it to your agency which is the one in relation to this financial institution. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33145
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a truist bank account on XXXX. I made several deposits and withdrawals via transfers. Truist had ran a promotional that included the state of Indiana. One day, Truist shut down all my online banking and left a XXXX number on the login screen. Upon calling the number, they insisted I had to come into a branch in person to " verify my identity ''. There is only one branch in the state and it is over 180 miles away from my address. I contacted Truist and told them I would do whatever they wanted to verify my identity remotely, but they insisted it had to be done in person, and I was unable to make it. Truist shut down my account when I did not come in person. They sent a letter on XXXX stating the account would be shut down and the funds would be mailed to the address on file within 10 business days. Truist never mailed the funds. They blocked all access to my online banking and blocked my brokerage from withdrawing the funds back. There is about XXXXXXXX XXXX left in the checking account. I called truist several times. Depending on who I talked to they stated they would not release the funds unless I came in in person ( even though the account is closed out ), while others stated the funds would be mailed within two weeks. This has gone on for months. I did not know that there was only one branch in the state when I signed up and that it would be over 180 miles away.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46077
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/ a third party check was deposited into checking account in the amount of {>= $1,000,000}. The deposit was a third party cashiers check. Once deposit was made, it was immediately placed on hold. I was asked to come inside of a physical banking branch with my identification and I did. After that I was told that I would have to wait on funds to be released. Since XXXX XXXX XXXX my entire account balanced has been placed on hold and as a result I have been incurring a {$5.00} monthly fee. I have reached out to the bank on several occasions and have been told that someone would get back to me. Its now been 21 months and I haven't had access to above mentioned funds. Given the state of the economy and my financial situation I am being and have been adversely affected due to the unavailability of funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened my bank account with a promotion that stated I'd receive {$400.00} if I had {$1500.00} in deposits in the first month. I had well over {$1500.00} in deposits but the they switched one of my deposits to the next day and yet I still met the qualifications but didn't receive the bonus. Got a call from corporate telling me I was eligible they would fix it. Week or so later the bonus went in my account I made a purchase went back afew days later the deposit was gone and I was over drafted. Called the bank got the run around for days then was told i didnt have enough deposits but did then was told I didn't use the promo code when I signed up but I did. I used a XXXX add to sign up and copy and pasted the code. So now my account is over drafted and they say I'm responsible and they never gave me the {$400.00} bonus when they did an then took it back. This is the second time I've had a major problem with this bank and now I'm over drafted and can not close the account. Thus is my business account and it is cost me jobs not being able to order parts or anything I need my bank for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
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: For a joint credit card account with 2 different card numbers XXXX and XXXX which we never use. The only charge was this fraudulent charge and Truist fraud department appears to not be capable of fixing it. XX/XX/23 - fraudulent charge {$30.00} and we called in and reported the fraudulent charge and a case was open. XX/XX/23 - Truist made a negative {$30.00} adjustment and on the same day a positive {$30.00} adjustment. This effectively removed the fraudulent charge and then put the fraudulent charge back. We called again to say they did not fix it properly. During the call, the fraud department person suggested we could just pay the balance. I believe this is against the Fair Credit Billing Act on disputed charges. We also received a physical letter date XX/XX/23 referencing card XXXX only saying we will not be charged the {$30.00} fraudulent charge and any late fee/interest charges will be refunded. XX/XX/23 - {$20.00} late fee on the disputed charge was applied which we believe is violating the Fair Credit Billing Act on disputed charges. XX/XX/23 - {$0.00} interest charge was applied which we believe is violating the Fair Credit Billing Act on disputed charges. XX/XX/23 - {$37.00} late payment fee applied which we believe is violating the Fair Credit Billing Act on disputed charges. XX/XX/23 - {$0.00} interest charge was applied which we believe is violating the Fair Credit Billing Act on disputed charges. We called again to ask why the fraudulent charge is not being fixed and why they keep charging late fees and interested charges on the fraud charge. We also noticed that our credit score was lowered during this time as it seems Truist reported this to the credit bureaus which I believe is violating the Fair Credit Billing Act on disputed charges. XX/XX/23 - {$37.00} late fee refunded which is still not the proper fix. We also received a letter for card XXXX saying we need to pay the current balance {$88.00} with past due amount {$41.00}. The main issues that concerns me are that ( 1 ) After multiple calls, the fraud department appears to be redirecting customers to other parts of Truist that can not help ( ie. credit department ). Not sure if this is intentional but it has happened every time we called. ( 2 ) There is no phone number for the customer to directly contact someone who can actually fix the issue. The fraud department just says there is no way to contact and they have to escalate tickets with notes which the actual people who can make the fixes do not seem to read. ( 3 ) For this simple fraud issue where you have a credit card joint account that is not used at all and there is a single fraudulent charge, the Truist fraud department can not seem to figure out how to remove the charge and all the late fees/interest charges and after 90 days when they are suppose to resolve the issue by according to the Fair Credit Billing Act. And they are still sending letters for us to pay the fraudulent charge and all the late fees/interest charges they applied during this supposed investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22180
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have recently reviewed a copy of my creedit report and noticed the following information reporting regarding inaccurate inquiries on my report this month. I was also alerted of my personal information being in a leak and a breach. According to the Fair Credit Reporting Act Section 611 ( 5 ) ( A ) of the FCRA. I am requesting that you promptly delete all information that is inaccurate, incomplete, or which can not be verified. It is also my understanding that under the FCRA 15 U.S.C. & 1681i, every single one unproven, non-compliant, incomplete, untrue, incorrect, and or unverified aspects of any alleged derogatory accounts must be promptly removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28270
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Have had a claim open since XXXX for a charge regarding a laptop that never came and I was never refunded for. Bank is telling me I must wait up to 120 days to get a update on whether i am getting my money back. Clear violation of regulation e as it has been more than 10 business days so a credit must be applied. Spent over 10 hours XX/XX/XXXX and XX/XX/XXXX on the phone with representatives who did not help or give me any updates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24060
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: OK. So this is a bit of a long story, but I am sick of being raked over coals. I have 2 payments that were supposedly " missed '' and I will dispute them to heaven and back because I always pay my debts on autopay. One is with TRUIST bank, a loan I have through them, that withdrew money through my account with them. They said I missed a payment and knocked my credit score down XXXX points. My own bank, which withdrew every other payment except the last one, which they reported as late which is XXXX. XXXX did this as well and when I got a restoration of some credit, it was nowhere near the XXXX points it dropped me. I had excellent credit. My balances routinely look maxed when they were not now because of how lenders work. The lender tells me to contact the bureaus, the bureaus tell me to contact the lenders. No one will help me, and I feel that I am being treated unjustly. I have hard inquiries on my report now because I am trying to lower all my balances. No one will take someone with a below XXXX score. So yeah.. Dropped credit limits, which lower score, which lower limits, which lower score is just not going to cut it for me. They couldn't possibly be wrong.. It has to be that I am a bum who doesn't pay my bills. I make {$74000.00} a year but since I've been getting circular whammied over and over, it doesn't even matter because I have had to kick so much debt around. Lenders, credit reporters, dispute handlers, are all useless and none want to restore me to what my credit was. I can not stop it from being bad because of the balances looking maxed out, and these people making mistakes they blame on me. I will dispute this over and over again because I've been wronged. It's like they know regular people can't lawyer up, but I could put them on TV.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29349
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A