Date Received: 2017-12-06
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On Saturday XX/XX/XXXX I opened a checking account at SunTrust online. I then went to the branch inside XXXX on XXXX XXXX XXXX XXXX in XXXX, GA and deposited two checks totaling {$2700.00}. On Monday XX/XX/XXXX, I directed my employer, the XXXX XXXX XXXX XXXX to send my direct deposit payroll to the new account. And I set up a XXXX auto-withdrawal using the new account for XX/XX/XXXX. Unbeknownst to me also on Monday the XX/XX/XXXX the Suntrust fraud department decided to close my new account. I went on XXXX holiday in Maryland and New Jersey and did not find out about the closure until I returned on XX/XX/XXXX. In their letter they stated my funds should be sent in 15 business days if they are n't forfeited. I called the fraud department on the XX/XX/XXXX but they had no information except to tell me to visit a branch. I went to the Sun Trust XXXX, GA office Tuesday XX/XX/XXXX and the fraud department would n't tell them anything either. Of course my payroll check then bounced on the XX/XX/XXXXt and I had to get XXXX taken care of, but I really need to get my funds back from them. I had XXXX XXXX on the XX/XX/XXXX with a {$1700.00} copay and was counting on using that money to pay the XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2017-12-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Opened new credit card for my son, XXXX/XXXX/XXXX, XXXX credit score provided at account opening was XXXX. I made NO CHANGES nor requested ANY changes regarding my existing credit card that had my son as authorized user on. Unknown to me and without my consent, the SunTrust account representative, converted my historical " paper statement '' from account opening over to " e-bill '' statement resulting in me not receiving any bills. The fact that I did n't get any statements, again not knowing any changes had been made, resulted in the bill being late. Once a delinquency notice was received the money was immediately transferred over that day as ample funds ( large deposit balance ) was in the SunTrust Checking account, therefore zero reason not to pay other than SunTrust illegally, unfairly, and deceptively changed my periodic billing statement over to e-bill without authorization resulting in my receiving no bills. SunTrust did refund the late payments assessed but that was the minor fix, they have ruined my son 's credit score and drastically impacted my nearly perfect credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2017-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a mobile deposit on XXXX/XXXX/2017. When I checked the status of my account on XXXX/XXXX/2017 I realized a deposit hold had been placed on my check that would not expire until XXXX/XXXX/2017. This is a child support payment that I have received every month for the last XXXX years. I contacted Suntrust bank and asked if it was possible to have the hold removed since the funds have already cleared my ex-husbands account. They informed me that the hold was there because it was a new account. I explained that I was aware that it is a new account but the I work for Suntrust Mortgage and have my payroll checks deposited into the account XXXX a month, I also have not had any overdrafts on the account. I further explained that holding this deposit would now cause an overdraft for an outstanding check and that I will then be charged fees. I explained that I did not understand why they could not contact the bank to verify the funds have cleared as I did and release the hold. The quoted me the hold policy. I explained again that I have been in banking for XXXX years and understand the necessity of holds. They are to ensure that the funds are available before they release them to you. In this particular situation the funds had already been deducted for the check deposit I made and they new it was good. At this point holding my funds until the XXXX served no purpose. The funds are not in his account nor are they in mine. The bank has the money, they know my deposit is good and there is no good reason why the hold should not be released at this time. They are delaying my funds for no valid reason. I did not even receive a proper notice regarding the deposit hold until just now ... XXXX pm on XXXX/XXXX/2017 probably because of the fuss I raised when I called. Now this email tells me to ensure funds are deposited to cover any outstanding items that may cause an overdraft because of this deposit hold. I do n't have additional funds I can deposit and this {$600.00} was to last me and my XXXX children until the XXXX when I get paid. I could understand if the check had not cleared but right now there is NO just reason why they should continue to hold my funds for another week.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23803
Submitted Via: Web
Date Sent: 2017-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have been accessed fees in the amount of {$380.00} mostly due to Overdraft charges from XX/XX/XXXX - XX/XX/XXXX. These fees were levied against my account because I trusted their balance information provided via their online account and telephone services. In addition, their computer system delays the debit of charges up to four days after the purchase has been made creating the opportunity for Overdraft fees in the amount of {$38.00} per incident. I was told by one of their representatives that the debit delays were caused by the merchant. As such, I owe them nothing for the following reasons : 1. All Overdraft charges were levied as the result of their system delaying the posting of 12 debits from XX/XX/XXXX to XX/XX/XXXX ( per their statement dated XX/XX/XXXX attached ). 2. Their online and phone system provided me with inaccurate balance information prior to the transactions in item 1 above. 3. I relied on their inaccurate balance information before making a decision to use their debit card as opposed to two other cards and cash in my possession at the time of the purchases. 4. These bogus fees counter their very own policy which states Once a debit card transaction ( ATM withdrawal or purchase ) is authorized, a hold is placed on the clients account reducing the available balance. Funds on hold for pending debit card transactions generally can not be used for other purposes, even though the transaction has not posted against the account 5. I used other debit cards with the same merchants and those charges were deducted either the same day or by first thing the next business day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I received another inquiry on my credit report that was not authorized. I am a victim of identity theft. I have a police report number for a report filed with the XXXX Police Department which is : XXXX This inquiry was not authorized by me. I have attached letters from other creditors showing their investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2017-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am victim of Identity theft and SunTrust Bank is reporting information on my XXXX credit report that was opened with out my knowledge or permission. I have provided all the necessary documents for the removal of the wrong information being reported but the information is still on my XXXX credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2017-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a mortgage with Suntrust. On XXXX XXXX, 2017, Hurricane Irma destroyed part of my property. The insurance company sent out an adjuster who gave me a check to get it repaired. Because I have a mortgage with Suntrust, I had to send the check to Suntrust Loss Draft Dept. Suntrust Loss Draft Dept also required I send copies of 1. the insurance adjustor 's estimate of damage 2. the contract I have with my builder who will be repairing the damage 3. the builder 's license 4. a waiver of lien from the builder 5. the builder 's XXXX form. All these forms were sent to Suntrust Loss Draft Dept, some of them multiple times at Suntrust 's request. I am tired of waiting for Suntrust Loss Draft Dept to release my money to fix the damage. It 's been over four weeks now since I first submitted the forms to Suntrust. In my opinion, Suntrust is doing everything it can to hold onto my money. I have talked to the Loss Draft Dept on the phone numerous times already. What more can I do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30506
Submitted Via: Web
Date Sent: 2017-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XXXX/XXXX/XXXX I redeemed some of my rewards points for my suntrust credit card for three {$100.00} XXXX gift cards. They never arrived. I called Suntrust and they were very unhelpful, they refused to just give me the gift card numbers, or to cancel the gift cards and send new ones. I also filed a complaint on XXXX I believe but I have heard nothing back from them, they have sent me no updates, or even an acknowledgement that my complaint was filed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2017-12-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-03
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: Requested Credit/Refund : {$270.00} + {$12.00} XXXX Transaction date : XXXX/XXXX/XXXX | Reason : Overcharging/Service Not Received. Dear Sir or Madam : I am appealing a rejected dispute on my checking account. SUNTRUST conclusion is wrong. Within 60 days I disputed the transaction from this Merchant because I paid for the 1st month but did n't continue occupying space the 2nd month as I moved out, yet was billed for the 2nd month anyway. Right after, I contacted the Merchant in good faith but they failed to reverse the charges. Instead, I was told to contact the owner on his personal cell phone number to resolve. Yet he never answered, nor returned my phone calls. Immediately, I sent my dispute to SUNTRUST but it went ignored. I filed a dispute online which disappeared from the Claim Management Center and I provided details with it. I had to then call and have it re-opened or make a new one. I know SUNTRUST received the claim form recently faxed regarding this transaction. From mentioned dispute.. all I got was a letter on XXXX declining it months later because it says that I did n't file on time. SUNTRUST closed my prior disputes without contacting me but I did file on time a long time ago. Besides this, on XXXX I deposited 2 checks from serving Jury Duty but both checks bounced. Thus, I was charged double " returned fee '' of {$12.00} for each deposited check. I didnt realize Court payments for Jury Duty could be rejected. Had I known, I would n't have deposited. The amounts of the check were {$15.00}. and {$30.00}. for which I was billed fees that take most of what I earned from Jury Duty.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33144
Submitted Via: Web
Date Sent: 2017-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: credit was run without my permission or consent XXXX XXXX, 2017
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A