Date Received: 2023-09-14
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: I was looking forward to buying a house so I decided to apply for a mortgage with my bank. Truist. They referred me to a loan officer called XXXX XXXX XXXX. She immediately sent me a pre approval with good numbers and good rates, so I started the process of looking for houses. I saw more than 30 houses and sent 3 offers, till one finally got accepted after 1 and a half months of research. I paid my deposit money, an extensive inspection with extras to make sure it was the perfect house for me, I paid the house appraisal and got a date for closing. Then this banker called me saying it was all a mistake and after her supervisors reviewed the documents again, they realized they couldnt approve me for said amount because my bank account statements were not stable, as I am a server and I make tips, some days, good some days bad. Then my transaction fell thru. They told me if I could find a co-signer it would definitely work, so I spoke to my mother, who is a self employed business owner in XXXX. The house owner agreed to wait for us. My mom rushed to send her documents ( taxes, bank account, etc ) and they said that was enough. I got another date for closing and it got cancelled again. They reason was, they still needed more extra documents from my mother. Every day of the week they would call me asking for 1 extra paper they didnt know about. They didnt consider there was a 12 hours difference from here to XXXX . They requested extra official documents that cost my mom time and money, she had to travel all the way to the city to request them and then mail them to the United States. My mom was unable to travel to the states to complete the transaction so she also needed to pay someone to made an official document saying I could sign for her to obtain the house. They told me after that paper arrived to the USA, we could definitely close the deal, after 3 long months waiting on them. I finally received all the documents they requested, and I was supposed to be closing. However XXXX XXXX called me this morning to say that still, even tho I have a co-signer, I waited 3 months and I sent all the documents, they have denied my loan application. I didnt just lose gas trying to find the right house, also my time, the realtors time, the house owners time. I also lost the money that I paid for the inspection, the appraisal and the deposit money. My mom lost the money she spent traveling to the city to get and submit her official documents to United States. I told my landlord, I would be leaving the apartment im renting soon, because they promised me i would qualify for this house until the very end, so now I need to find a new place to rent soon or I will be homeless. The truist bank team was totally unprofessional. They pre approve me and promised me the purchase would go thru without reviewing all my information completely first. It was all a lie and it affected my familys life completely. They were always passive aggressive during the phone calls, always had a bad attitude. XXXX XXXX, from truist bank mortgages was completely unprepared and she had XXXX knowledge to work with this type of loans. Instead of helping, they almost destroyed my life and all the plans that I had for the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40258
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Truist Bank - Business checking account More details can be provided upon request over a period of a month the bank allowed for my account to be overdrawn by well over {$800.00}. I did not know that my account was overdrawn because the receipts from the ATM machine did not have good ink so I could never see the negative sign in front of the numbers. I ask the bank why the allow my account to overdraft, I was told that my account allowed for overdraft. I never authorize for my account to have overdraft. This is a checking account and I use a debit card. The bank did not help with resolving the issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Truist is in violation of the Expedited Funds Availability Act. In XXXX of 2022 I was told that a check that was deposited was not honored and my account was going to be closed as a result. Since then, Truist has continued to send me statements reflecting a positive balance in the account that was supposed to be closed. I called Customer service on several occasions to find out why I was receiving statements that reflect the check was honored. Truist refuse to release my funds and the only solution offered was them telling me to ignore the statements and that they would try to stop the statements from coming. Truist refuse to close the account attached to my name and it's been over a year and Truist still won't release my funds by closing the account. They are trying to keep my funds. Truist has provided no valid information as to their reasoning to extend holding my funds for over a year. A positive balance reflects the check being honored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32209
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2023, I applied for a credit card increase for my Truist Credit card. On XX/XX/XXXX. XXXX I noticed two inquiries from Truist bank. I contacted Truist and informed them that I did not authorize two inquiries. I never received any written decision regarding the application. Truist has been very discriminatory towards me. They have frozen my verified deposits and since that complaint, they are denying me for every request. The only thing that has changed since my initial credit approval is an increase in income.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have two accounts with Truist which total {$21000.00}. These accounts are never used and the money just sits there. I check the balance at least once per year. These accounts were originally in BB & T and I have held them for over a decade with no problems. Upon checking my balance in XX/XX/2023, I noticed fraudulent charges on a debit card in one of my accounts. I don't use either of these accounts and have never used the debit card that Truist sent me when they merged BB & T. The company making the fraudulent charges is unknown to me and I have no relationship with them. I reported the fraud charges immediately but Truist has denied {$89.00} of the charges because they occurred more than 60 days before I reported the problem. This policy requires the customer to be responsible for the safety of his money. Truist accepts no responsibility for the loss. I'm an old man and have had many accounts and many banks in my day. Truist is the first bank to lose my money and then refuse to make it right. For all I know Truist employees are stealing money this way. How could anyone know the numbers of my unused debit card? Only an employee could have that access. I accuse Truist employees of stealing my money and giving me no way to recover it short of a law suit. I only lost a small about of money and it could have been much worse. But I'm forced to pull my money from Truist and take my business elsewhere. I can not trust that Truist is able or even willing to safeguard my money. I've been told in no uncertain terms that my money is not going to be returned to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34655
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: First, we do not use this card or carry it with us. While on vacation we received a text about 2 suspicious charges on the card. We called the number in the text immediately and confirmed the charges were not ours. one was XXXX and the other was XXXX. Both were apparently done online. When we returned home, we received a letter from Truist telling us the charges would be removed from the card balance and we would not be required to pay them while the investigation continues. We would be required to pay any other balance. We did not have a balance on that card. The case number is XXXX. They also sent us a new card with a different number on it. We continued to watch our account online to make sure there were no other charges. We saw that they did not remove the charges as they stated they would and so we called them. Each time we were told not to pay, and the investigation had not been completed. We continued to call on a regular basis to get this resolved and each time we were told the same thing. We have called at least 20 times. We have been told that someone would call us back and they never did. We have been left on hold for 55 minutes. They even sent us a gift card to make up for all of the inconveniences. Each time they say they are escalating it and to call back in 5 business days. I told them this is unreasonable, and I do not want to have a negative mark on my credit report, and they just told me that I could dispute that. Again, their letter states that I am not responsible to pay it and they would remove it from my credit card balance. Today, I find out that they have in fact reported us as having a past due balance to the credit bureaus. I see that there have been other reports with nearly identical circumstances reported on this bank. They told us that they have 3 billing cycles to complete their investigation and it has been 3 full billing cycles and nothing at all has been done. I have never had this type of problem with a bank before and I have never had a late or missed payment. I call the fraud department number and never get a person in the actual fraud department to talk to. They tell me they are back-office personnel and don't speak to customers. I am at a loss as to how to get this resolved. Please advise on how to proceed. These are fraudulent charges, and we are supposed to be protected. We do everything we can on our end to protect ourselves, but the bank does not stand behind us on their end. Also, we get two statements every month. One is for the old card number and has one of the fraudulent charges on it for XXXX. The other statement is for the new account number they gave us and has the other fraudulent charge of XXXX on it. Each account statement is accruing fees. When we call, they can never find the account statement that is under the old account number. Yet, both statements can be found in our online account under documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Problem when making payments
Subissue:
Consumer Complaint: This company has a very deceptive online interface. The payments must be made within a specific window or it will default you to a non-payment status. Even if you make a payment after the fact it does not apply to the missing payment. However, this is not clear on the online dashboard and the information available on the online dashboard is misleading. It appears as if when you make the payment of the balance due then you are caught up when in fact you are not caught up. Any additional payments you are making forward are not being applied as you think they are because you can not see the same thing that the company is tracking from the dashboard. When I asked for a detailed itemized statement to show exactly what payments were received and how they were applied they sent an itemized statement of payments received but NOT HOW they were applied. I was reported to the credit bureau for being 30 days past due ( at 50 days by their count ) because an XX/XX/2023 payment was missed. But on the dashboard I paid two months balances twice and according to the dashboard that was what was due and that brought me current as far as I could tell from the dashboard. I additionally paid extra buffer payments. Yet none of this brought me current. This is very deceptive and I believe it is intentionally deceptive. There were late fees and other fees mentioned to me in the phone conversation, which were also given as additional reasons for why my balance was not dropping and why my payment was still behind when I thought it was current. I do not see any of those on the itemized statement that was provided. I do not trust that this company operates in good faith. This feels like a corrupt practice to intentionally keep your loan principal from reducing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76028
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I set up autopay and bank did not withdraw funds while my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Truist is at fault. Bank ERROR! They will not fix or remove incorrect information from my credit file. Truist is not well run. The bank merger is well known to be problem. All you have to do is search and hundreds and hundreds of other people report the same problem with the bank. Even during the latest bank investor conference the CEO admitted their bank technology needs to be updated. TRUIST has a problem and won't admit the autopay did not function as it was supposed to. I am very upset. I have tried to speak with Truist. I have complained on here repeatedly. TRUIST not only did not withdraw payments for the mortgage they also have reported different information to different bureaus and incorrect in part. Trying to bank with Truist is a nightmare. Truist DOES NOT CARE! How can Truist run ads and say what they say to shareholders? I have screen grabbed info from the shareholder meeting. I also grabbed other peoples complaints online for the bank not processing payments and employees complaining about the bank technology not working. TRUIST did not process while my family was going through a horrible death in the family. AND now I am having to write complaints about the problem TRUIST created.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97225
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am filling this complaint to TRUISTXXXX for allowing fraudulent inquiry on my credit report and for not taking corrective actions on the unauthorized inquiry. As I checked my recent credit report, the unauthorized hard inquiry is still reporting on my credit report and no further actions have been taken. I have filed an FTC report which I included here with report number XXXX for your reference and as proof.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I mailed in a new account application with a {$500.00} money order. They never opened the account and kept my {$500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A