Date Received: 2022-08-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I signed up to not have overdrafts processed and Truist has been allowing overdraft fees anyway. I physically signed up in their app and advised them to not allow anything to be processed that I dont have funds for. I called and they told me its at their discretion and thats a lie. I declined overdrafts and it needs to be adhered to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XXXX XXXX I called regional acceptance about receiving a 10 day payoff letter because I was refinancing with a credit union. I also made my last payment of {$370.00} on the same day as well. I was supposed to receive my check by mail on XX/XX/XXXX, XXXXIt has been over 3 weeks now and I still havent received my check. Ive called them multiple times and got the same excuse that they already sent it out and that its nothing they can do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 I was approved for haf funds and they sent. A {$17000.00} to Truist. From the haf funds Another check was sent XX/XX/2022. This mortgage company refuses to cancel a 40 year modification that we have never agreed to it. They will not cash the {$17000.00} check so we can go back to making our regular scheduled monthly payments through the deferral. Nobody has any answers they keep lying and giving us false information I am completely over it please make them cash that check
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 831XX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XX/XX/2022 Charged {$12.00} for Service Fee XX/XX/2022 I was negative - {$5.00} due to the service fee XX/XX/2022 Transferred {$2100.00} into the account to cover a {$2100.00} check XX/XX/2022 {$2100.00} Check Posted XX/XX/2022 Bank charged me a {$36.00} overdraft fee. This overdraft occurred due to the {$5.00} remaining from the unpaid service fee. I spoke to the bank to have it removed since the overdraft is a result of {$5.00} that I was negative from the service fee. They said I had an overdraft fee removed in XX/XX/2022 and they could only remove one overdraft in an 18-month period. Please help Truist has been charging service fees excessively since they merged BB & T and Suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened a checking and savings account with Truist. I have a XXXX XXXX XXXX XXXX XXXX but I did make it to the branch to open this account. I now have been blocked access to use Digital servicing options and Truist is mandating that I visit a branch to access my account. I have answered all of their questions except for the account number but they still refuse to provide access unless i visit a branch. I told them that they should offer accommodations as required by the American disability act but that didnt seem to make any difference. I spoke with XXXX XXXX XXXX XXXX supervisor at the contact center. She was nice but did not help me get my issues resolved. Truist now has {$500.00} of my money that i can no longer access. They did not provide any options to return my money and want me to physically visit a branch. It was a struggle for me to visit the branch the first time to open the account and I shouldnt be required to do it again. ADA is a law for a reason and Truist needs to respect the fact that we all dont have the same physical and mental health and that shouldnt impact my ability to bank like the rest of the population
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I attempted to make a XXXX transfer as a deposit for a rental and contract I signed. I entered the information as required and processed the transfer and was provided a message via my email from Truist Bank that there was a hold on the transaction. I have sent money before without a hold and while this is a new transfer I needed this to go through timely. In an email from Truist about the hold received the same day it said the following : Recipient : Rich Amount : {$1000.00} Date sent : XXXX XXXX Memo : Deposit for unit XXXX Payment ID : XXXX If you have any questions about this transaction, please call us XXXX at XXXX ( XXXX ) for assistance. I called the number referenced above and was put into their automated system, when I attempted to try to speak with an agent at approximately XXXX a recorded message said it as outside of bank hours- although the message in the email said to call with questions XXXX. Also there was no automated option on a transfer. This is not the first issue I've had with Truist and their vey poor service which has now created problems for me trying to access and make a payment for a rental. At this point I do not know when this will be resolved and whether or not I will lose the rental I'm trying to secure because Truist has not processed my request and there is apparently no one to even speak to until Monday.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Truist bank should have a back up method that allows clients to close their account even during a system failure by using XXXX XXXX instead and ever since the merger they have been very consistent with their system failure issues this not the first time but yesterday XX/XX/22 not only their branch level system was down even their ATM so no one was able to take their own money out or close their account and the branches didnt provide any work around so their was no other method inplace to help the client access their money during system issues, as a large bank this is a un excused matter how could they keep clients money away from being accessed one will think its their way to show a growth in the cash balance collected by holding the funds for the most part of the day to help with their own financial needs its been like that ever since the merger I would like to sue the bank for such matter, they have done the same by not allowing us to access our accounts through our bank cards or even online and they also blame it on the merger its time that they pay for not allowing us to access our hard earned money they should have had a back up plan in place but instead they invested on the new logo not on how to prevent clients not having access to their own money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2022 I went to the Truist Bank XXXX XXXX XXXX XXXX in XXXX TN. I had the misfortune of having to interact with XXXX. I inquired about making international transfers via the phone as I live part time in XXXX, she said they did not allow this and I had to go into the Branch. I told her there must be a way and she became argumentative and we went back and forth, I asked to speak with one of the bankers and she said they would tell me the same thing. Extremely rude, condescending and an overall unpleasant person. I ended up speaking with XXXX who confirmed that this could be done. XXXX did not know the process very well so I ended up speaking with XXXX who was almost as bad as XXXX and did not care when I complained about XXXX 's service. I was told I needed to sign paper work and get a pin and it would take about 2 days. I completed the paperwork and left. I told my wife that it would need to be mailed and would take 2 days which did not make sense to her and she called XXXX on XX/XX/XXXX, who then said it would take 2 days to process and 5-7 to get the pin. XXXX said she could not help ( although made no attempt to call the wire department ) and said she would transfer my wife to the wire department and then did a " cold '' transfer to the normal customer service line and someone in the XXXX. This person was also unable to help and so my wife asked to speak with someone in the U.S. She ended up getting transferred several more times ( 4 in total ) until she was told that the wire department does not speak to customers. I have a need to transfer the money early next week and am back in XXXX and Truist created a number of problems by preventing me from making a transfer and access to my money. The conversation with XXXX and my wife was late on the XXXX a Friday and she did not appear to want to take the time. This is not the first time we've had issues with extremely poor service from Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX XXXXTruist . My loan payment was to go 30 days past due XX/XX/2022 after a sizable commission was delayed a month. After securing a personal loan from a mentor on the XXXX, I went to pay it online on the XXXX after the check cleared, and the system would not let me set the payment until the XXXX, after it's 30 days past due. So I attempt to call them after my day ended on the XXXX but their offices had closed an hour earlier. So, I went ahead and submitted the payment for the XXXX, the next day offered. Then today, Saturday the XXXX, I called, hoping they could take the payment over the phone and set it paid for that day. I was told internal collections was already handling the account so they can't take a payment over the phone (! ), I'd have to talk to them and they aren't available, which is of course Monday, the XXXX. Day XXXX (! ). So it puts someone who is already struggling a little and tried to do the right thing, making sure a deposit clears not sending a cold check online while still making a payment before it goes 30 days late into a position where they claim they legally must report it 30 days late. When they wouldn't let me pay it on the day I tried to pay it! How is that legal?! It's not like I'm trying to pay it on a weekend. I tried to pay it on a Thursday morning! And they don't have a way to pay by debit so it goes through the same day. If I go online or call to make a payment, that's the day I paid it and the day it should be reported, unless the payment fails to clear. My mortgage company counts it paid the day you pay it not the day it clears. My phone company, my utility, etc. I'm likely now set to have a 30 day late payment reported when I attempted to set the payment 3 days before the last day and then actually set the payment 2 days before because their system takes 2 days not to process a payment but to even SEND it. This needs fixed! I am just recovering from a credit standpoint from the same thing with the same company because I was told falsely that it was reported paid they day you set up the payment, not the day they process it. I understand the ways this system could be gamed, but if a consumer attempts to make a payment on a given day and a company will not allow them to do so, it should absolutely not be able to be reported to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I HAVE BEEN MAKING REGULAR MORTGAGE PAYMENTS SINCE THE END OF MY FORBEARANCE, ALMOST A YEAR. YOU DENIED THREE OF MY PAYMENTS IN XXXX, XXXX, AND XXXX, THEN YOU COME BACK AND ASK ME IF I AM HAVING A PROBLEM MAKING MONTHLY MORTGAGE PAYMENTS. CAUSE YOU WILL NOT GO THRU THE PROCESS WITH THE VA. I THINK THAT IS A CASE OF DOUBLE JEOPARDY. I AM ALREADY INTO DELINQUENT STATUS FOR {$29000.00}. THEN YOU TAKE THE RIGHT FROM ME TO CONTINUE MY PAYMENTS CAUSE YOU WANT TO FORCE ME TO PAY {$29000.00}. PUTTING ME FURTHER IN HARDSHIP. IF YOU WILL JUST DO THE PAPERWORK TO HAVE THOSE PAYMENTS GO INTO A LIEN, BUT YOU WANT TO PROFIT FROM MY HARDSHIP FOR 30 YEARS, BY COMPOUNDING IT TO MY PRINCIPAL. I NEED TO TAKE A LOSS, NOT YOU TO MAKE A PROFIT,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A