Date Received: 2023-08-26
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Back in XXXX, I entered into a lease agreement with a company that approached me claiming they had purchased my home at a foreclosure auction at the county courthouse. The confusing part is that I had been under the impression that my home was not going into foreclosure, as I was actively engaged in the loss mitigation process with the bank. When I realized that I might fall behind on payments, I proactively contacted the bank seeking assistance. Unfortunately, they were not able to provide the help I needed at the time. It wasn't until I received a letter from an attorney, attempting to collect a debt, that I was given a contact number to seek further assistance. Without wasting any time, I reached out to the advised company and initiated the necessary processes. What makes this situation even more peculiar is that the company initially approached me to buy the home, but I declined their offer. However, a few months later, they came back and informed me that they had indeed purchased my home. Feeling somewhat cornered, they offered me the ultimatum of either renting the property or facing eviction. Given the circumstances, I reluctantly accepted the rental option. Upon agreeing to rent the company offered a 2 year buy back option, after I approached in 2 years they told me they never said anything about a buy back option. I told them they did say it. They denied, however the rep said ( which is the same rep that told me this initially ) I was told these files were housed in a storage that will take a long time to go Through and permission was needed, Permission was declined. Now, the issue lies in the fact that both the bank and the purchaser are aware that I am still actively fighting against this situation. It has come to my attention that they have resorted to some illegal self-help eviction tactics, which is causing additional stress and confusion. I am reaching out to you today because I truly value your opinion and would greatly appreciate any advice or assistance you can offer. Perhaps you know someone who has dealt with a similar situation or can recommend a reliable resource that can guide me through this complex ordeal. Thank you so much for taking the time to read my email and for being there for me during this challenging time. Your support means the world to me, and I am grateful to have you in my life. Wishing you all the best and looking forward to hearing from you soon. Warmest regards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Di not apply payments. Although accepted payments of XX/XX/ XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 318XX
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Truist bank called me with an outsourced. A person from overseas called me at XXXX oclock in the morning on a Saturday morning on the XXXX of XXXX XXXX information that she wanted could wait till Monday, Tuesday, Wednesday, Thursday, not Friday, Saturday, or Sunday. The personal phone sounds like the truist bank are outsourcing these calls overseas because it is cheaper for them. The person on the phone, drop the phone call. When I told the person on the phone that I was going to complain through their superiors, they did pretend not to hear So, I must use this XXXX because Im not going to sit up here and constantly get drop calls when I try to put in a complaint with them locally. It simply relates to them that is improper to call me at XXXX XXXX on a Saturday morning when it is something that can be done during their bank hours. I would like to handle it between the bank on Saturday, but Im pretty sure the people I must talk to are not working on Saturday or Sunday XXXX : {$170.00} Date : XXXX XX/XX/2023 Time : XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am XXXX of a XXXX XXXX that has a checking account with Truist. This is 100 % nonprofit and there are no paid employees and no one receives compensation. We are the XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, FL. XXXX XXXX we noticed XXXX charges on our checking account. The organization does not have an XXXX account nor has made any XXXX charges. I called an cancelled the debit card. XX/XX/ we see not only were the charges not reversed but they had continued totalling around {$800.00}. We have called several times and in XX/XX/ did receive a notice by mail ( attached ) detailing the disputed charges. The charges still have not been reversed and everytime I call we get no answers. I then went to our branch manager who said she would look into it and get back to me. She did not and I have been calling every few days for 3 weeks now and every time they say she is " with a customer. '' Calling the XXXX over and over and staring with a new person is time consuming and extremely frustrating. It is completely unacceptable that Truist does not properly handle fraud cases. THE FRAUDEULENT XXXX CHARGES ON OUR ACCOUNT NEED TO BE REVERSED.
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: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Truist practices age and gender discrimination. XX/XX/XXXX, interest rate paid on my money market account went up. I was in poor health. I had an account I trusted my bank would not cheat and keep at 0.01 % when they raised it on all the money market accounts. In early XX/XX/XXXX, I was advised by a branch out of town, that it was imperative I speak with a XXXX XXXX since my % was still at 0.01 %. I was then given a call the next week with an appointment scheduled. Once I had the appointment, I was advised that this XXXX XXXX was not in my area and I would have to be routed back to my original XXXX XXXX who then scheduled an appointment. By the time I got that appointment, we were into XXXX. My interest was then raised to what the bank was offering everyone with this amount in their account. As it should have been back in XXXX. I asked repeatedly why mine was not raised to match everyone else with this account. It should have been automatic. I was told by the XXXX XXXX for my area it was up to him and he hadn't had time to get to everyone. I advised this had lost me money and I was told there was nothing that could be done about that. Several times I was chastised because it took me so long to catch their mismanagement of my account and the weeks it took for them to get me to the right person, who then just ignored me and said too bad. Fast forward, I have been advising my branch every time I went in I had lost that money. Again, nothing was offered, any resolution, or option of a complaint. I kept asking what was the bank offering in % starting back in XXXX. All I could get was that in XXXX it went up to 2 something % and kept going up until it was in the 3 's % in XXXX. Finally after complaining since XXXX I had lost money because my XXXX XXXX decided who got an increase and skipped over me. By not increasing mine, he had lost me about {$2000.00}. Finally a banker, XXXX, at my branch filed a complaint on my behalf. It was not the first time I had complained about this incident to him. Every time since, I have been told someone will call or make an appointment for me I hear nothing. I was afraid the XXXX XXXX would retaliate for the complaint. During the XXXX to XXXX period when the complaint was finally filed, I have asked twice for an increase since rates went up and I was told by my XXXX XXXX that is the only way I can get an increase. It will not be automatic. It is at his discretion and he will have to get it approved. I have to send emails with attachments proving there is a brick an mortar competitor offering the amount in % I am requesting. I now have to watch constantly and beg for an increase. When I ask I am treated as a problem for asking. ( first I was increased from 0.01 to 3.68 on XX/XX/XXXX when everyone was already receiving 2 to 3.68 % starting in XXXX ) I was then given an increase to 3.85 % then 4.35 %. On both occasions, once the statement came in, the APY was never what I requested and have in writing that I had gotten the amount I had requested. XXXX XXXX, health impaired, females are treated as a pain, made to beg for an increase, and told they are lucky if they get anything. I was also chastised for asking a 3rd time for an increase. After 3 to 4 of weeks of filing the complaint, I got a very abusive phone call out of the blue with a regional person in customer resolution. He told me that was the end of this and they could not do anything. Basically yelling. I advised that was not acceptable. I was then told I would be receiving a call from my local branch representative who would make an appointment for me to speak with a XXXX vice president. I never got that call. I finally got in touch with that representative, XXXX, who had moved to another branch. It took me 2 weeks to get him. He advised that was impossible since that higher up VP is not even in this region. I had been promised something impossible. He would tell his new branch manager, XXXX and also advise someone on my complaint about the abusive phone call. I never received any call or response from anyone since this last phone call. The only thing I have ever received is a {$50.00} credit to my account which is change compared to what was lost. This was back when the XXXX customer resolution representative called me and blasted me for the complaint. I am still being disregarded, discriminated against, and marginalized. Throughout this whole ordeal, I have been told by various branches and personnel, including the XXXX XXXX, that the XXXX XXXX has a lot of clients and they can't get to everyone. It is up to the customer to ask ( beg ) for an increase. This makes zero sense. This was not an introductory rate to get new customers. It was the interest rate for all the money market accounts. They decided, not telling anyone, that they would leave it up to their XXXX XXXX to decide which customers they would contact and raise their interest rates. There is nothing ethical about this process. When you then follow their secret handshake model of business, they then chastise you for asking, and lie and give a different APY that what you asked for and told you in writing you got. The amount lost is substantial. XX/XX/XXXX, I went in person to move most of my money to a bank that lists it's rates and rules on fees. I left enough in both my checking accounts to not incur any fees till this CFPB complaint is resolved. I had been told by XXXX that I have to keep XXXX $ in accounts to not incur fees. As I was taking that money out, the teller advised she thought it was more. Thank goodness she checked. By chance, the XXXX XXXX who has not spoken to me about this complaint other than to tell me too bad, was filling in at this branch. She went and spoke to him, XXXX XXXX. He told her one had to keep {$5000.00} in order to not incur any charges. I told her I was thankful she checked and it was interesting he didn't care he was losing most of my deposit. On XX/XX/XXXX I got a {$15.00} maintenance fee which is how his financial advise usually turns out. Costing customers he doesn't value money because he discriminates. They have waved it this month, but next month it will accrue. This is because it takes {$10000.00} which I could have left. With {$5000.00} you have to have an ach which I have never had. He knew this nor did he care the outcome be positive. He also did this in the past when I opened a credit card for moving {$2000.00} in a transfer balance to a XXXX percent card. Once it was already opened, I found out before it cost me, that he had opened one that would charge interest on balances transferred. They did have a card that would have offered XXXX on a balance transfer. I got a card with another bank and now have two more instead of the one I needed. I have been in the hospital and this man has exacerbated my poor health. He is deliberately discriminating against XXXX, XXXX, females because he doesn't like having to work on our accounts. He wants to work with more affluent business men. He has purposely cost me about {$2000.00} interest, and wants to misguide me so I incur fees and never even get the interest he says he gets approved on my account. He can do this because Truist does not take any action and has well oiled regional representatives to call you and verbally abuse you on the phone while making false promises you can have a meeting with a VP. How can any of this behavior be FDIC? How can banking customers not get the interest rate all customers get, because they are under the jurisdiction of a XXXX XXXX who decides who will and won't get the rate??? There is no place to look up any of the account rules either. That also goes through the XXXX XXXX. It's all hearsay. It is the Bank of XXXX XXXX will. I've always had a bank with rules not innuendo 's and secret hand shakes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XX/XX/2023 XXXX XXXX XXXX and regional acceptance tan my credit. I was on XXXX XXXX thinking about refinancing and I never submitted my application after a refinance company reached out to me and I told them I wasnt ready to do anything that I didnt want to have my credit ran and they did it anyway I would like to dispute this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This is the second time Truist has bought insurance with our escrow account money even though we have sent our insurance confirmation MANY MANY times. They sent a letter a few weeks ago requesting proof of insurance. We uploaded the proof of insurance ( to their portal ) and got a notice that it was not " accepted '' -- so I called and spoke to someone who said I was using the wrong term in the subject line of the email. So I sent the information AGAIN and AGAIN received a notification that the proof of insurance was not accepted. I called again and the person told me that because my condo association purchases the insurance, it was confusing the system, and that he would find my submission and manually put it through. Next thing - I get a letter saying Truist has purchased insurance ( {$830.00} ) using money from my escrow account. What is especially frustrating is that this EXACT thing happened last year and Truist did not remedy until I wrote to CFPB - then they corrected it and refunded my money. Do I have to go through this every year?? Our mortgage was with XXXX XXXX and XXXX XXXX XXXX for many years and I never had this issue with them. Is it possible for me to move to a new mortgage servicer? It is very frustrating because they have access to my money and do not seek permission from me before withdrawing from my escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
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: I had a charge for XXXX and change placed on my card in XXXX, I immediately called the bank when I got my statement to report fraud. They took the complaint but still the charge remains on my account and they charge me monthly interest. I have never heard from them despite numerous calls to them being placed on hold for up to XXXX minutes. When I ask where we are after 90 days i am told its under investigation. When I ask what steps and measures have been taken I am told that is confidential? I am thoroughly disappointed and disturbed to be treated this way but more so concerned that Truist bank can get away with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34689
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: A cashiers check was issued by XXXX XXXX XXXX for {$440000.00} on XXXX and deposited into XXXX XXXX XXXX Truist Bank account number XXXX. No hold was placed on the account at that time. Bills were paid, payroll processed, wires sent to pay for materials. On XXXX I received an email indicating a hold was placed on the account to which I called Truist. They put the account on a 7 day hold. I waited until XXXX for the 7 day review. The hold was released and I was able to use the account for 24 hours before another hold was placed on our account. I called Truist and they said that the account was under review and no other information was available. I was in XXXX at the time for work and a local Truist branch was not available but I called back to XXXX XXXX, Branch Leader, in the XXXX branch ( where the cashiers check was deposited ) who indicated there was nothing she could do as it was XXXX XXXX XXXX who put the hold on the account. I traveled to a XXXX XXXX XXXX Branch in XXXX and spoke with XXXX XXXX. XXXX. He gave me a copy of the cashiers check that was processed and paid to Truist on the XXXX. He called Truist and spoke with the back end services personnel indicating the funds are definitely transferred. The back end said they would make a note in the system and then call back the next day as it was past XXXX East Coast time. I never received a call back. On XXXX XXXX I traveled to Truist Bank at XXXX XXXX XXXX XXXX XXXX, PA XXXX and spoke with Branch Leader XXXX XXXX. She contacted an ops manager as well as the Truist Back end services contact who stated the account is under review and XXXX will receive a letter in the mail. She gave me a number of XXXX to call to speak with the Fraud Line. I have called 4 times in the last two days trying to find out what is going on and no one has any answers. To date we have incurred {$10000.00} a day fines for non performance since last Wednesday. Payroll is suspended and is effecting all the employees including myself. Electric Bill, Cable Bill, Insurance, State Department renewals/licensing are all returned and we are subject to fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17325
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Trusit allowed a number of fraudulent transactions to be processed against my Adult daughter 's bank accounts ( which I later found out, I was listed on the account ) this caused her account to be significantly overdrawn, and Truist subsequently charging 2 of my accounts to clear and close all 3 of my daughter 's without any notification via text or email. On XX/XX/2023, I received an email of a negative account balance and immediately contacted the bank and informed them of 3 unauthorized transactions on my accounts, ( I am the only authorized user of my accounts with Truist ). The representative stated, nothing can be done at this time because the transactions were pending and to call back in the morning ( XX/XX/XXXX ) if they posted. I called back only to be told the transactions were for account closeout and that I needed to visit a branch. I went directly the XXXX branch and spoke with XXXX XXXX XXXX. XXXX XXXX did exactly as I had done, contacted customer service. The only information provided was, the bank had terminated the relationship with my daughter because of the fraudulent activity but she didn't understand why my accounts were affected. XXXX XXXX was transferred to the fraud department ; however, they were closed. I was informed to come back on Monday, XX/XX/2023, which I did. I the spoke with the Branch Manager, XXXX XXXX, only to be told the bank was reviewing my accounts for possible closure due to the fraud on my Adult daughter 's accounts. She could not obtain any further details as they stated things were still under review. Through all of this, I have spoken with so many different representatives from Truist and could never get a complete answer. To date, the bank has returned my Federal government payroll check, caused some bills to not post to my accounts and have blocked my accounts from all activity ( no deposits or withdrawals ). This has caused a great deal of inconvenience and frustration. I have been with this bank for over 30 years. This is not how you should treat your value customers. All of this could have been avoided with the proper protection and notification. Also, I think some training need to be done, on behalf of Truist, because I spoke with a number of representatives during this time period and should have been able to get definitive answers. I need this to be addressed as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A