Date Received: 2023-09-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Someone has stolen my card and is using it to steal my identity and deposit checks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27405
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Truist closed my account for no good reasons. I am provided that it's some fraud and they are closing my account.On or about XXXX XX/XX/2023, I opened Truist account with the promotion code. Only after getting the account opening confirmation, I setup direct deposit. Now I got this letter from Trust on XXXX XX/XX/2023 where they are closing my account. What will happen to cash back bonus that I earned out there? What will happen to my direct deposit. Is this TRuist so lousy that first they let people open the account and later find that it was fraud. All the information - Driver 's license and social security and address is provided but still I am facing closure of 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: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I opened a new account with Truist Bank! They changed their name from BB & T to Truist Bank and I asked them to remove the account that said I owe money to BB & T! I opened a new account and they said they will fix it! Thats how I was able to open a new account with Truist because I deposit my lawsuit funds into the Truist account and they agreed to fix the problem about the BB & T account! Now they are trying to change the date of the BB & T account of {$2000.00} owe to a Truist account of the year of XXXX Why they are trying to keep this on me, I dont know can you please get this fixed and off of my credit report! Because its stopping me from getting my credit up and from openings up and new account with any bank! So that makes me have to do everything in cash setting! Can I please get some help and put this all behind me and move on to a better life! This is really a problem in my life!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I owned a property in XXXX FLXXXX which I sold 2 years ago and had an account with BB and T. This bank was acquired by Truist . I want to close the account t and remit the balance back to my XXXX dollar account. They keep telling me I have to go to their online banking site but I no longer have an ITIN number so I can't access it and they say there is no other way the funds can be transferred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been getting hit with multiple over draft charges. The day my cheek is in my account they will continue to charge overdraft charges XXXX dollars a piece by the time I pay bills I end up in the negative I've been in this loop for months I have tried everything thing I can to get out but with thousands of dollars in overdraft charges I can't seem to get there. They seem to promote no overdraft but I can't get ahead from there fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: This is a follow up/additional complaint to one previously filed on XX/XX/XXXX ( Complaint Number : XXXX ) The initial complaint was filed against Truist as our Mortgage Loan was grossly and admittedly mismanaged by Truist. Because of this, our forbearance was cancelled when it should have been active, our account was placed into foreclosure incorrectly and it was sent to Collections. This then resulted in legal action filed against us into our local Clerk of Circuit Court ( XXXX XXXX XXXX ), available for public access. In addition we suffer ongoing and daily harassment by various Attorneys and Realtors who not only send us daily phone calls, texts and letters, but have also come to our home to solicit. After filing the initial complaint, I was contacted immediately by XXXX with XXXX XXXX at Truist and informed our case ( Case XXXX ) would be reviewed by the case manager. I asked the name of our case manager, and after much reluctance was given her first name and had to inquire further about her last name. I then requested to speak with our case manager ( XXXX Car ) however I was very rudely told that she doesnt speak to clients and that I would need to wait one week for the review to be completed. I relayed that my family and I were being harassed due to this situation and that we didnt have one week to wait, however I was yet again told I would need to wait until the case was reviewed. I was hung up on without so much as a closing remark. In the meantime I had contacted the legal firm handling our case several times XXXX XXXX XXXX XXXX XXXX XXXX XXXX however I did not receive any response. I was eventually given the Attorneys email address and sent an email requesting a reversal for the XXXX XXXX to be filed immediately. I finally heard back and was told this had already been done, however according bc to court records there was nothing was filed in the courts since XX/XX/XXXX. On XX/XX/XXXX, I received a phone call from XXXX with Truist XXXX XXXX to let me know they reviewed our case. She told me that so far they had found that our account was removed from Loss Mitigation on XX/XX/XXXX, and put into foreclosure on XX/XX/XXXX, but she was unable to tell me why this happened. She also informed me the foreclosure was taken off and the {$4700.00} mistakenly charged to our account was removed off the loan. All of which was information I had already obtained by my own investigations with Truist. I informed her that I had been in contact with the Attorney at XXXX XXXX XXXX as we were still receiving phone calls, texts, letters and personal visits to our home from solicitors. She said she would make a note for the case worker to contact the Attorney and file the reversal of the XXXX XXXX. On XX/XX/XXXX, I opened mail from Truist sent by XXXX XXXX, Client Resolution XXXX, Client Advocacy, dated XX/XX/XXXX, to summarize your concerns. She summarized that in XX/XX/XXXX, we were offered disaster forbearance, we requested several extensions which were approved, the extension from XX/XX/XXXX was not processed and our loan was referred for foreclosure with {$4700.00} added in fees. From their review, their records showed that our loan was approved for forbearance from XX/XX/XXXX to XX/XX/XXXX. In XX/XX/XXXX, we requested an extension and your loan was coded to have the extension completed. However, the extension was not processed and your loan was removed from loss mitigation on XX/XX/XXXX. Collection calls started and on XX/XX/XXXX, the loan was referred for foreclosure. While the loan was in foreclosure status, attorney fees and costs were added to your loan in the amount of {$4700.00}. On XX/XX/XXXX, your loan was deactivated in loss mitigation and the forbearance was processed for the months of XX/XX/XXXX through XX/XX/XXXX. The XXXX page of letter goes on to say Ms XXXX, we apologize for any confusion or inconvenience this issue XXXX have caused you. We have mailed a {$50.00} gift card to you under separate cover. As of this date, we continue to receive harassing phone calls, texts and mail in addition to having solicitors coming onto our property where we live with our XXXX little girls due to the mismanagement of our account by Truist. Not only is this happening to my husband and I, it is happening to several of our family members who are also being contacted regarding our foreclosure. Almost a year after being offered a forbearance by Truist we are still awaiting a final estimate from our insurance company. We have followed the rules as home owners to maintain the forbearance and obtain extensions as our home remains unlivable. Despite this, our account was mistakenly sent to collections and put into foreclosure through no fault of our own. Our first complaint resulted in no new information from XXXX XXXX and we have been offered {$50.00} for our inconvenience. Yet, we continue to suffer from constant harassment as a result of Truists mistake, as do many of our family members. After having our case reviewed and supposedly corrected, I received an email from Truist that our Mortgage Loan account was charged {$120.00} in late fees on XX/XX/XXXX. It also appears a late fee of {$120.00} was also charged on XX/XX/XXXX and not corrected, however the fee charged on XX/XX/XXXX was waived. This is unacceptable. We are requesting for a second time that this matter is resolved and that we receive proper restitution that matches the ongoing harassment weve received over the last XXXX months, in addition to the ongoing errors that Truist continues to make. Otherwise we are prepared to pursue legal action and have already obtained counsel by an Attorney.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32127
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: All for Truist bank- On XX/XX/23 I received {$100.00} debit memo fee charged to my bank account. I have no idea what this was immediately called my bank. They basically give me very little information. Other than that the {$100.00} was to pay for my other bank account Having had only one bank account for the past five years, I immediately knew this was going to be some sort of fraud or fake charge. So I called the fraud department of my bank Truist. In speaking to them I explain to them that Ive never had another account with the bank and that I have had fraudulent accounts opened up before at Truist, and at BB & T ( which they own ) but Ive closed them all. Still clearly Im a target for fraud. They clearly did very little with his information because after they did their investigation, they found nothing that was fraud worthy, and they said it was totally legit. So after I receive the note that my investigation was found to be not fraud, by clearly called back immediately and filed again, and explain to them again exactly what happened and how its physically impossible that this is anything but fraud. The employee took down really good notes and I felt confident. However, still never got any money back and didnt even get any call back or email back. Fast forward another month and I called them again to see whats going on. They had refunded two different overdraft fees ( each one {$36.00} ) that were related to my fraudulent charge of {$100.00}. So it felt like my case was obviously going to be deemed fraudulent and I would get my XXXX dollars back. However, I called them again on XX/XX/XXXX to ask them what is taking so long & why I havent received my XXXX dollars yet especially since I already received my overdraft fee refunds over 4 weeks ago! On XX/XX/XXXX I was feeling pretty good because I spoke with the manager and they said that they were gon na call me back on either the XXXX or XXXX of XXXX to follow up, and that they were able to refund me a {$36.00} overdraft fee in the meantime because Ive been dealing with this issue for so long. However come the XXXX of XXXX, I never received a call or a voicemail, and decided to call them up today XX/XX/23, Because of the fact that I have been charged yet another overdraft fee of {$36.00}. So this time on XX/XX/23 I talk to the recovery team at Truist for the second or third time as a relates to this issue and all of a sudden now they think its identity theft, and they need to investigate. The thing is their investigation team clearly does not know what they are doing because theyve looked at this obvious case of fraud twice and didnt think it was fraud so this is why Im contacting you guys to step in and help me out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46307
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Truist allowed XXXX to be wired out of my account by a scammer without any authorization from me. I talked w a fraud person the other day and found out they are not federally insured for wire scams so they are saying its a XX/XX/50 chance I will get money back. I own a small buisness and this is impacting my business. Im mad and scared. I filed a police report and I am going to fbi on Friday.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/23 I sent {$250.00} by XXXX thru my Truist Bank Checking account to my son. Confirmation # XXXX. My son had changed bank. He did not receive the funds. He contacted XXXX and was told the funds would be returned to me if not received in 10 days. He never received the funds and they were not returned to my account. I contacted Truist and was turned over to their fraud division. Gave them the information. They issued complaint # XXXX. On XX/XX/XXXX they sent me a letter stating 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-reference amount that the transaction was initiated by you for the amount due for which you received benefit. You are encouraged to resolve the matter with the merchant. You have the right to request a copy of any documents that we may have relied on in making this determination ''. I did not receive any benefit only a loss in funds. They have advertised using XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account was opened on XX/XX/2023, with a cashier 's check of {$100000.00}, which I received from a trusted business associate who banks with XXXX Bank. I expected a smooth and hassle-free banking experience, but unfortunately, this has not been the case. On XX/XX/XXXX, I received a temporary password to access my account online. However, when I attempted to log in on XX/XX/XXXX, I was unable to do so with the temporary password. Upon calling your customer service, I was informed that my account had been placed on hold due to suspicions of a fraudulent check. I was further advised to visit a local branch to complete a new signature card because my previous signature was deemed illegible. Acting promptly, I visited a local branch on XX/XX/XXXX, only to be informed that my account had been closed due to the alleged fraudulent check. This decision astounded me since the cashier 's check in question was directly issued by my associate 's bank, XXXX Bank. I find it perplexing that a cashier 's check from such a reputable institution could be considered fraudulent. To add to my frustration, when I requested documentation confirming the account closure and the return of funds to XXXX Bank, I was met with an unhelpful and rude response from your banker, XXXX. His behavior was unprofessional and did not reflect the level of service I expected from Truist Bank. I heeded his advice and had my business associate contact XXXX Bank, only to discover that the cashier 's check had been cleared on XX/XX/XXXX, and XXXX Bank had not received any funds returned from Truist Bank. This situation has left me deeply troubled and frustrated. Not only has my brand new business account been closed without a clear explanation, but my {$100000.00} check appears to be in a state of limbo. I am writing to request immediate resolution to this matter, including a thorough investigation into the unprofessional conduct of banker XXXX. I need comprehensive answers regarding the whereabouts of my money and a detailed explanation as to why my account was closed without just cause. It is imperative that Truist Bank rectify this situation promptly to restore my trust in your institution and ensure the integrity of my business. I kindly request that you investigate this issue thoroughly, address the unprofessional behavior of banker XXXX, and provide me with a resolution within XXXX business days. I expect to receive documentation confirming the closure of my account and the return of my funds to XXXX Bank. Failure to address this matter promptly will leave me with no choice but to escalate my complaint to relevant regulatory authorities and seek legal recourse. I trust that it will not come to that, and we can resolve this issue amicably.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A