Date Received: 2023-09-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This credit was reportin inaccuries on my credit report I call company about my credit worthiness and could not get this resolve. I made several attempts into resolving this matter. I made an agreement to pay it off and to have negative remarks taken from my credit report as the company Truist agreed if I settle the account. It is still reporting negative on my credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38114
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX spoke to XXXX and was told i would be refunded the amount of my purchase within 5 business days. This never happened, filed a claim with truist and nothing has still happened. Provided documentation showing XXXX said refund would be on with 5 days.
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: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I discovered that my account had been debited, without my authorization, to pay my HELOC payment- in XX/XX/XXXX and XX/XX/XXXX. Truist debited my accout for {$1800.00} in each month. As a result, I have incurred overdraft fees in the amount of {$110.00} and am currently unable to feed my XXXX children and purchase gas required to go to work. In XX/XX/XXXX, I canceled recurring payments because I am experiencing a hardship. However, Truist continues to debit my checking account ending in XXXX, without my authorization. As a result, my checking account has gone into default causing an inconvenience, which includes the inability to use my check card to purchase needed items such as food, gas, water, and other living expenses for my XXXX children. Due to my hardship, I am currently working with Truist mortgage servicing division ( in which I canceled recurring mortgage payments and this request was honored by Truist ). Not sure why they wouldn't honor my cancelation request for the Truist HELOC. Due to the hardship, I need the funds that were debited in XXXX and XXXX to feed my children and ensure I have gas money to go to work. I spoke with a representative on Friday, XX/XX/XXXX and they assured me that Truist would refund the debited funds, within two business days, since I am in need of them to ensure my children are able to eat. Since the funds were not refunded, as promised, I spoke with a Supervisor tonight, XX/XX/XXXX and she indicated that Truist will not refund the debited funds from XXXX and XXXX. This is the second time Truist has done this to me during a time of hardship. The last time Truist debited my account, without my authorization was in XXXX. Please, see my previous complaint. I would like to ask if you could please assist me with receiving the unauthorized debited funds back from Truist. This practice is very deceptive, abusive, financialy cripling, and demoralizing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received an email from a scammer pretending to be one of my employees. This email was received after she requested check stubs, which I emailed her. She must have been hacked after this as the employer/employee relationship was established. The next email showing her correct email address ( XXXX ) was requesting I update her banking details. After I replied her email was changed ( XXXX ). I see it after the fact of course. I modified her banking details in my payroll processor ( XXXX ) and the money was deposited in the scam XXXX account on XX/XX/XXXX. I was alerted to the fraud on XX/XX/XXXX as XXXX XXXX never received her payroll check. I wrote a business check to XXXX XXXX to cover the cost of the scam. I filed a report with the FBI and right now I'm seeking to recover my loss of {$2000.00}. I have a police report number for the incident is XXXX. Please help recover my loss and prevent any further damage to other small business owners.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I will provide any/all documents of proof upon confirmation that a thorough investigation will be conducted into my complaint ( s ) against Truist ( SunTrust ) by a third party entity : I have banked with Suntrust/Truist since XXXX. I have reported this bank for past violations, but CFPB and the federal government has yet to hold this banking institution accountable for the thousands of reports from SunTrust and TRUIST customers ( including me ) who were FORCED into paying overdraft fees that resulted from intentional neglect to notify their customers that the ATM machines were out-of-order ( XXXX, GA ) over a period of several weeks. This happened during a time when the bank lobby hours were limited as well. The ATM machines were the only way some of us could make deposits, transfers, etc. AGAIN, I have yet to receive any recovery funds ( or even an apology ) that should have been awarded to any/all customers affected by Truist negligence throughout the merger of SunTrust and BB & T . My current complaint can be added to my previous unresolved complaints against my banking institution ( Suntrust and Truist ), AND it can be added as an additional complaint against TRUIST for their current/continued disregard for the federal legal requirements to notify the CUSTOMER ( me ) if a deposit made into my account is being held, and the anticipated final deposit release date. On XX/XX/XXXX a court ordered deposit was made into my account by my ex-husband of an amount over {$70000.00}, but under {$76000.00}. This deposit was made from the same bank account and individual who has been making monthly court ordered deposits since XX/XX/XXXX. The account/deposit amount could have easily been verified and confirmed by Truist, but doing so would have required Truist to go the extra mile .... which clearly they refused to do ( in addition to their other violations ). On XX/XX/XXXX, I contacted Truist via phone .... I spoke with a Truist customer service and customer service supervisor to inquire about the funds being withheld. I informed the representative that the deposit is a result from a court order in my divorce decree. I brought to Truist attention that the funds can be confirmed as valid and accessible immediately if a call or inquiry were made on behalf of myself/Truist to the banking institution written on deposit check. I even offered to verify the court ordered deposit by sending a copy of my divorce decree for verification. My urgency in receiving the court ordered deposited funds was based upon seeing the deposited amount in my account. Once I could see the court ordered deposit in my checking account ( via online/mobile banking ), I immediately paid off all of my student loans, credit card balances, and my most recent rent/utility bills. Keep in mind that at that time, there was NOTHING posted on my Truist account to indicate the deposit would be withheld or post-dated. Due to Truist refusing to release MY own funds ( court ordered remind you ) without providing the customer ( me ) with a timely explanation, I have had numerous payments returned due to " insufficient funds '' ... .which will ultimately have a negative effect on my credit score and cost me more money due to additional late fees. I have XXXX linked to all of my bills in an effort to undo all of the intentional damage that my ex-husband inflicted upon my credit score during our marriage/divorce. I have worked my XXXX off in order to fix the damage that he did .... only for my own bank ( Truist ) to harm my credit score due to their own negligence and abusive banking practices. AGAIN, I was NEVER alerted by Truist about a specific deposit release date ( s ) either. I have spoken with multiple Truist reps over the phone and in-person regarding this issue. It's important to note that AFTER I made numerous attempts to address this issue, NOTHING was done to resolve my issue with Truist, and they never even attempted to make-it-right ( ie : negative impact on credit score, reimbursement for any/all additional fees due to insufficient funds/returned payments ). It's also important to note that AFTER raised these concerns, Truist online/mobile banking added an amendment to a 'deposit withholding agreement ' that is an attempt to protect them legally from their previous/current illegal behavior inflicted upon their customers. This newly posted amendment doesn't even require current customers to sign acknowledging read/consent. It simply states that if the customer continues to bank with Truist after XX/XX/XXXX ( when the amendment becomes effective ) then they are forced to 'automatically agree ' to new amendment terms. I believe this is another sneaky way Truist handles the onslaught of complaints. They sneak in a new amendment without requiring a signature that pertains to the complaint ( s ) received. Any FDIC insured banking institution should NOT be allowed to carelessly and flippantly change their agreements/contracts with customers without the customer verifying notification via signature. Any/all FDIC banking institution should not be allowed to shut down their own ATM machines without FIRST notifying their customers PRIOR TO THE ATM SHUTDOWN. There should be additional penalties for ANY/ALL ATTEMPTS made by the FDIC insured institution ( in this case, Truist ) when there is evidence to show concealment and/or altering of agreements/contracts/notices pertaining to the customer and their account ( s ) ; complaints ; violations ; negligence ; and/or abuse of power. Any/all FDIC banking institutions should be held legally and financially responsible for forcing customers into paying hundreds/thousands of dollars in overdraft fees/NSF fees ( throughout the merger > present time ) due to the banking institution ( s ) own negligence, abuse of power, and/or intent to conceal any/all terms and conditions on a legally binding contract ( to include, but not limited to amendments ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31909
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On Wednesday, XX/XX/2023 I stopped payment on an {$800.00} check from me, XXXX XXXX XXXX to XXXX XXXX. I had intended to rent studio space from XXXX but less than an hour of returning home, I had misgivings and walked directly to the branch of Truist Bank ( formerly BB & T ) and met with one of their Customer Service Representatives to stop payment on the check. I don't write checks that often so I did not recall thee check number but looking through my checkbook it appeared that the check number was in the low 200s. The Truist CSR confirmed that the check that I'd written an hour ago had not been cashed, so that when I left the bank, I felt secure that Truist had stopped payment on that check. Later that day, I received an email from Truist indicating that a check was pending and on XX/XX/2023, I received an email indicating that the check had cleared. I immediately walked over to the Truist branch at XXXX XXXX XXXX and inquired why the check had cleared in less than 18 hours despite my efforts to stop payment on it. The two CSRs that I spoke to were unable to provide me with a reason other than the check numbers you provided were " out of range despite the fact that I seldom use checks to pay for anything and {$800.00} is an unusually large amount of money for me to pay anyone. Truist typically puts a 3-day hold on customer checks. Why did Truist fail to put a hold on my {$800.00} check and fail to recognize the Stop Payment request that I'd filed at that same branch? What Giles me the most is that I specified the recipient, the date and the amount and Truist still cashed the check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Hello, I did not give permissible purpose, and written instructions from the consumer were not provided, and there was no credit transactions with a consumer, and employment purposes with written authorization from a consumer were not provided, insurance underwriting purposes, tenant screening, and national security investigations. Please delete the inquiry from my consumer report. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30286
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account has been blocked for two weeks. It has been no fraudulent transactions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38671
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: Dear CFPB, Here is the email letter I sent to Truist Bank Fraud Dept on XX/XX/XXXX regarding the a ) fraud claim I filed with them on XX/XX/XXXX and b ) that the only reason the fraud transfer happened is because they failed to freeze my account earlier that day as requested. This is all related to Truist Bank XXXX XXXX XXXX XXXX XXXX Dear Truist Fraud, On XX/XX/XXXX at XXXX I called Truist Customer Service to report a possible scam. I spoke to an agent for 39 minutes and was assured that the bank was freezing my account with special attention to XXXX. As it turns out I was indeed the victim of a scam later that day. However, I was not worried because I was assured that my Truist account had been frozen and therefore, any XXXX transferred would not be paid. Later that evening at about XXXX, when I discovered that in fact XXXX XXXX XXXX HAD been paid out of my account I was understandably upset, called Truist immediately and spoke to a rep in the fraud Dept for over an hour. She explained I had to file a claim and that my account would be frozen for XXXX months while it was investigated. She promised to send out the forms that day ( by now it was XX/XX/XXXX ) and I had to return them in 10 business days. I received the forms on XX/XX/XXXX ( XXXXwo days ago ), completed them, got them notarized and sent them via XXXX today, XX/XX/XXXX due to be delivered Sat XX/XX/XXXX. When I got home I found a letter from Truist dated XX/XX/XXXX saying my claim had been investigated and denied. I called the number listed immediately assuming this must be an error but no, he said it was accurate. What?? That is totally unethical. And probably illegal. After a lengthy conversation I asked to speak to a manager. I was put on hold for some time and then they just hung up on me. Note that, on this call, and the many other calls I have had with Truist Fraud Dept I explained that the primary issue is that Truist failed to freeze my account as requested PRIOR to any fraudulent transactions and that was why the money was taken from my account. At no point has anyone offered an apology or taken any responsibility for this error on your part. Finally, today in frustration, I asked to file a complaint against the bank. That was when they hung up on me. I have tried to be reasonable but according to the NY Police Dept, where I filed a case and the FBI and also the Consumer Financial Protection Bureau, the bank must repay this money even if I hadnt requested that my account be frozen before the fraud payment even came in to Truist ( but, as we know, I had requested my account be frozen ). Please check the recordings you make of every call if you have any doubts. Here is an article related to XXXX scams. Please note this relevant section from the article : When banks say no, its typically because they say the transactions were actually approved by the account holders. The Consumer Financial Protection Bureau clarified its position on banks required compliance with the Electronic Fund Transfer Act of 1978 last year. The CFPB says that if a third party fraudulently induces a consumer into sharing account access information, that consumer should receive the same protections as if the money were acquired from a stolen debit card or other banking access device. If your bank refuses to reimburse you for a XXXX scam, you should quickly report it to local law enforcement and file a complaint with the CFPB. You can view the recent report to Congress at these links : Report : How consumers defrauded on XXXX are left high and dry New Report by Senator XXXX : XXXX Facilitating Fraud, Based on Internal Data from Big Banks As I said to the agent when I called the Fraud line listed in this letter ( just below ), I have been attempting to get relief on this issue for over a week. As part of my documentation I am attaching some screen shots documenting the calls I made to Truist, the police report, and one screenshot that shows the name of one of the scammers ( tho it it probably is not real ). Please respond confirming you received this email and documentation and confirm whether you are a ) going to actually investigate the notarized claim I sent via XXXX today ( due to arrive XXXX XXXX XXXX XXXX And b ) will you be replacing the {$1900.00} that was removed from my account because Truist did NOT freeze my account and XXXX per my explicit request. If not I will be forced to pursue this via the CFBP, the FBI and the XXXX Thank you, XXXX XXXX XXXX Documentation : 1 ) Police report 2 ) The XXXX payments that went thru my account AFTER I alerted Truist and requested my account be frozen 3 & 5 ) call log for both calls to Truist, XX/XX/XXXX XXXX ) screen shot of the scammers attempt to get XXXX from my XXXX account which did not work because my XXXX Bank had already frozen my accounts and credit card. Attached because it shows a name ( which may be fraudulent. 6 ) the letter I received today from Truist saying that my claim had been closed on XX/XX/XXXX - well before I even filed the claim today. - Dear CFPB : Your form box isnt allowing me to include the attachments I sent ( all photos or screenshots ). If you need them and send an address or link where I can attach photos I will gladly send them. For your information this was a scam where they posed as XXXX XXXX XXXX saying that an account had been set up in my name and now XXXX transferee were being initiated to other banks and XXXX XXXX in my name. When I received the call initially at about XXXX on XX/XX/XXXX I hung up to research this myself. The Customer Service number on the XXXX website was the same number I had been called on as recorded by my cell phone. However, I could never get through to XXXX because you must already be a customer to get past the first firewall. Because I was worried I contacted both my banks ( XXXX XXXX XXXX where I now live and Truist in Florida ( my branch is in XXXX ) where I lived a few years ago. All in all the scammers tried to get XXXX payments 8 times ( over XXXX XXXX ). XXXX were with XXXX and 2 with Truist. XXXX caught 5 of the 6 and the one that slipped through they immediately replaced no questions asked. However Truist allowed both XXXX transfers to be paid ( one for {$990.00} and off for {$990.00} ) and have never taken any responsibility tho I have spoke to at least a dozen representatives. I even tried calling the corporate headquarters but could not get thru. BTW, I few XXXX should take responsibility as well all this. I would say I have spent 3+ hours over several days trying to find a way to speak to a human or even be able to file a complaint about the fact that I had no way of finding out if this was a scam or not. This is a somewhat well known scam that has been running for a year at least. They need to put a warning on their website and also allow non customers a way in to check about scams. I really did try to do my part - due diligence. But, because the scammers were able to make the XXXX phone number show up on my phone ( I didnt even know this was possible ), I was unsure if this was a scam or not. Normally I hang up immediately and then am able to check it out online. But not in this case. Im sure thats why the scammers are using BoA. Thank you for you attention and assistance,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: This is probably again the same issue that Ive noticed from Truist bank. That they do not give notification to their clients or customers about their account. I had a check given to me by XXXX XXXX Superior Court for a court case that I won that I cash. Through mobile deposit. There is no bank within my state for Truist is an XXXX XXXX Bank I am from the XXXX XXXX. I deposited the check not seeing the expiration date - four days after I saw that the check was returned. I called Truist and I reached out through social media and asked them if I could get a replica check since it was from the XXXX XXXX Superior Court. And that the check would be replaced since its in my name and from the court. They held my other accounts and told me to get the replacement check as fast as possible little did I know that they already decided to close my account and send the remainder balance to collections. They never solved anything for the claims that were closed or denied by mean not receiving notification and answering back to the claims and then I had contacted executive offices for XXXX XXXX superior court to contact truest bank for the timeframe of the check being issued, and not to hold me liable for lateness. I only have one letter from Truist about the check returned and the remainder balance. Ive reached out to Truist several times. Apparently from other complaints this happens quite often with them. Im now filing with the FDIC
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94607
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A