Date Received: 2017-11-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: We ( XXXX XXXX XXXX XXXX, PA ) emailed our customer in XXXX ( XXXX XXXX XXXX ) an invoice for professional services rendered. The customer responded to the email asking if we would accept a wire transfer for fees invoiced. We responded and said we would and never received any request for the wire information. Later we discovered that the email was hacked and the hacker sent an email to the customer with account information that was not ours but very similar. The customer wired the money from their bank ( XXXX XXXX XXXX ) to the account listed in the hacked email. The bank ( Sun Trust Bank ) that received the wire stated that the account that received it is now closed. The funds did not go to the intended recipient.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55422
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: XXXX 2016 I was offered a bank credit card by a bank representative at my local bank.! He explained to me that the credit card was in the amount of {$3500.00} with a 15 month interest free plan. I used the card initially to pay off a few small accounts and also to make a few personal purchases. I was later reprimanded by someone from the credit company and told that, '' I had no right to make purchases on the card ( my card ). I was further asked who authorized me to do so ''. From that point I was charged 'Interest ' on my credit card and have been paying even to this date! Although, I do not feel that I have been treated fairly, I continue to pay my bill. Please assist me with a workable and fair solution to my delemma. Thank you for your timely consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27604
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Suntrust bank charged me XXXX $ to cash a check that one of my customers had written to me. It was drawn on Suntrust Bank, so I walked in to the bank and was told that they would take XXXX of my dollars to cash the check. This is dishonest, they should not be allowed to take my XXXX $ to cash there check, it is thievery out and out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Hello CFPB, ( the recordings are to large to attach ) in a brief note.. my wife and i were making a XXXX ton of money, i got sick and her fired over a 1.5 year period and paid XXXX per month for one drug. we had 3 cars repo'ed with other banks. the loan listed below is a XXXX XXXX XXXX ( XXXX ) very rare and it 's my dream car. at the end of last year we used monies from the insurance companies returning money for the meds to catch up the auto loan. last payment we sent them for XXXX ( estimate ) was in the spring, we missed one month and paid them again in XX/XX/XXXX - however, they never credited the account properly. a person named XXXX XXXX called and left a voicemail calling herself a detective ( which is legal ) however when you returned the call back it was very similar to calling the police and a message saying if you have an emergency to call XXXX. during the call i asked where she was calling from, she said " the XXXX police department '' i asked was the car reported stolen because my state of residence is polk and the XXXX county sheriff department should be involved. she responded i 'm not sure it just was sent to our office. i threaten to XXXX anyone on my property that did not have proper credentials or they could fax the order to us to prove they are really the police. more of the details are below however we did pay SunTrust over 20k in cash to get the auto loan caught up however we were told the loan was written off and no more interest would be applied as long as we made our normal scheduled monthly payments. we set aside about 15,000 of funds since i refused to send suntrust any money until they " found '' the missing XXXX. i think it was 2 or 3 weeks ago the wire was returned to my XXXX XXXX XXXX account .... i did record a few of the conversations with SunTrust, the XXXX XXXX XXXX XXXX etc using the law in Florida that allows me to record if the other party did not agree in cases where i think fraud was in play. lawyers want to charge me 1500 - 5000 to get started ... and i need help i did n't even realize this agency existing until watching the recent cnn news coverage where there are two acting directors and it seems the trump org wants to shut this agency down. please help me before it 's to late i submitted to the FTC, justice department, and fbi to review this for fraud related. From : XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX Subject : Potential Fraud at the Repo Department of Suntrust Bank Hello leaders of Suntrust Bank, After a week of unresolved attempts to identify a solution excluding this type of email from hitting your desk, Im forced to reach out in an effort to understand why it appears that representatives in the Auto Repo department are either committing crimes by either falsely misrepresenting themselves as XXXX police department or involved in a cover-up involving an agent acting on behalf of Suntrust repo department. I also have an issue with a lost wire payment from XX/XX/XXXX and multiple faxed attempts to provide proof of said payment having been worthless. Below I will outline the events and high points of my week. Please also note that as I continue to call Suntrust and the company representing themselves as police Upon asking to record conversations I was told that was against bank policy, however I did record a few conversations that Im will send to you and you can use this email as my admission of guilt in the event you want to press criminal charges against me. Florida statue 934.04 states I cant record if you do not agree and each time I informed the reps I was recording they told me to stop or they would disconnect the call. Event Time Line : XX/XX/XXXX - paid over 20,000 to get XXXX XXXX from repo status XX/XX/XXXX - last recorded payment to Suntrust XX/XX/XXXX - wire clears my bank account as payment to Suntrust ( {$2500.00} ) with instructions provided by repo department but no record of wire received XX/XX/XXXX @ XXXX XXXX - XXXX receives a call from a detective XXXX XXXX ext XXXX she forwards message to me so I can call as she was not available to talk XX/XX/XXXX @ XXXX XXXX - I call the number, it asks me for an extension, I punch in XXXX as indicated by voicemail, a recording states if you have an emergency please call XXXX. After waiting about 30 seconds and a woman answers the phoneask for my name, I provide it, she says oh so you are a part of this too, I ask whatshe talks about the XXXX XXXX, I tell her it parked in my front yard, she says well Suntrust has been trying to contact me since XX/XX/XXXX to no avail, I explain I was sick, my wife was hospitalized and Im looking at my bank account and we wired {$2500.00} on XX/XX/XXXX, she says Im lying.I ask her, so again where are you calling me fromshe states the XXXX police department, auto theft division I ask why would someone from the XXXX police be calling me about auto theft when Ive never lived in XXXX and havent visited in 20 yearsshe said shes not sure it just came through their division ... she then tells me that she will show up at my house, I politely say maam dont do thatI ask her to provide documentation that shes with the police when she arrives, or via fax/email ... I tell her I have a gate, and XXXX and if she shows up here I will protect my property and family she ask, are you threating me, I say no this is a promise she then hangs up. XX/XX/XXXX @ XXXX XXXX - I call the XXXX police department at XXXX ask if they had a detective XXXX in auto theft.. they stated no, I asked if they could look up the phone number, person told me they didnt have a way to look up every possible number but that they have no jurisdiction in XXXX county but I need to try the XXXX XXXX police department. XX/XX/XXXX @ XXXX XXXX - I call the XXXX XXXX police department XXXX and ask if they have a detective XXXX in auto theft, they confirm they do not and they would not call someone in XXXX and this sounds like fraud and as always I need to call my local law enforcement and file a claim and potentially seek an attorney. XX/XX/XXXX @ XXXX XXXX - My wife calls Suntrust, speaks with XXXX and explains the situation. XXXX tells us a few things : cliff notesthey cant provide us with the name of the agency, its not protocol to request a supervisor call us back, and if we wanted to have any follow-up we had to call in since it wasnt protocol to have a supervisor call us back XX/XX/XXXX 2nd-5th call with XXXX -can I record, no, why not, bank rules I need to record no one will believe this.if you record Ill disconnect we cant provide you info about the agency, but during a later call she provided this : the company is XXXX XXXX XXXX their number is XXXX. XX/XX/XXXX - 1 5th call with XXXX : we do not have your account, hang up call Suntrust we emailed them and they accepted this account Im not sure why they are telling you that, call back to XXXX When we call XXXX we are told : we do not have any idea why you are calling us and we have never reached out to you and if we did we would not represent ourselves as the police and we are not in Florida we are in XXXXI thought she meant XXXX as you will hear in the records but she meant state after I researched. Call back to Suntrust, XXXX laughs at the issue ( slight chuckle ) places me on hold, transfers me to XXXX againon with XXXX the lady says we dont have it but if we did hypothetically why are you calling againI tell her again, she says she cant find my account, I ask to talk to a rep since she said more than once shes just a secretary or admin to speak with an agentshe states they are busy doing their job. I tell her Suntrust will just call you again, she said fine Ill ignore the calls or send you to voicemail. XX/XX/XXXX - last 4 hours of my day calling Suntrust, calling XXXX, being told to leave a message for XXXX, or a lady supervisor that someone will call me back in 24-48 hours, calling back getting a new person on the phone, telling same story, requesting they call and listen to the recording, being told by XXXX specifically we are used to stuff like this and handle this all the time, but youre not making your payments, explaining the lost wire, treated like crapplaced another voicemail in supervisors ( woman ) queueetc., etc., etc., XX/XX/XXXX - called talked to different rep, explained my situation asked why I hadnt gotten a call back, was placed on hold and told that she wasnt available but she did get a message to tell me the call has been escalated and XXXX ( XXXX is the CEO of XXXX XXXX XXXX ) will contact me in 24 hoursI ask the rep to try and find a supervisor again, knowing she would say no one was available giving me enough time to conference in XXXX XXXX XXXXwith XXXX and Suntrust on the line I ask XXXX if they ever contacted me, they said no I just keep calling them I then asked Suntrust did you send this account to anyone else, no answer so I said to Suntrustyou told me you sent this account to XXXX XXXX on XX/XX/XXXXand you didnt send the account to anyone else, and XXXX is saying they never contacted me and they have not sent my information to anyone elsemy next statement was someone has to be lying, either XXXX is lying and committing a felony, or Suntrust is committing a felony, or Suntrust is covering up for the company that is committing a felony the lady at XXXX says XXXX has been out of the office and will call back later, Suntrust says there is nothing else they can do. XX/XX/XXXX - I look up the number to Suntrust fraudI get someone in debit card fraud, they take my information and try to call a different area. The number is XXXX the person sat on with me for almost 2 hours trying to resolve this only to find out that the department doesnt clear the queuehe apologies and hopes this gets resolved XX/XX/XXXX - I call into the fraud department and speak to XXXX XXXX XXXX. She has been the most helpful person at Suntrust and you all need more employees like this I even tried to have her let me call repo and not inform them she was on the phone and her ethics are above reproach and she said no ( way to go XXXX ) explained the entire situation to hershe called me back after XXXX today with a few items for homework on my part like checking my credit report for collection companies related to this auto loan since they cant pull up the details XX/XX/XXXX - I asked my wife to call Suntrust to try and talk to a supervisor or manager and resolve our issues under cooler heads -she got no where but was told to leave a message for a supervisor and hopefully theyll call us back XX/XX/XXXX XXXX received a voicemail from XXXX in the fraud department informing her of new information regarding our account. When XXXX calls back she is only told that a manager is willing to talk to her, that she needs to call in to the repo department again at XXXX. XXXX informed her that weve spoken to that department dozens of times already and no manager or supervisor will speak with us there. They only escalate us to the company that we suspect of fraud. After various rounds of XXXX trying to get a manager on the phone XXXX only was willing to tell us she did her research and that we had to call back the Repo department. XX/XX/XXXX - We hang up with XXXX and call back to the repo department, where XXXX answers. XXXX spoken to her previously. She informs us that no supervisor or manager is available to speak with us, that we can leave another voicemail, but nothing further. She reminds us the car is in repo status and tries to tell us how much we owe to catch up the loan, but addresses none of our concerns. XXXX also stated that she doesnt know the name of her managers manager. So I digress Im writing this email to avoid any legal issues. Im not asking for the repo to be lifted though it would be nice, Im not asking for any favors just a proper investigation into this issue and the folks involved made accountable and if XXXX is using these tactics remove them from you partner list and fine them if necessary Please help me, this is not for any financial gain but for doing the right thingthe police even said get a lawyer but I still believe in the decency of humans and I hope you can help me out.. Thank you for your time in hearing my story. Regards, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33809
Submitted Via: Web
Date Sent: 2017-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: This loan was taken out with Suntrust as a line of credit by a business that I used to own. I was offered so many products I was told my it was a business unsecured line of credit and my credit was not the applicate, but a singer CEO they have more than double the original amount and from XXXX to XXXX! The company went belly up and they came after me. They have called and harassed, turned my case over to a collection agency and the loan was originally taken out in XX/XX/XXXX. Payments stopped in XX/XX/XXXX and now going on almost 14 years and I am still harassed via mail when I have requested after 7 years that they remove form my personal. they have again is is 14 years later, they bill me ever month and refuse to remove the debit from my credit. Per my rights it should be removed they had attempted to put a lien on my home which was made to be removed by the legal department and it shows a bad on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2017-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday XX/XX/XXXX I received a letter from SunTrust Bank dated XX/XX/XXXX, noting delivery made VIA certified mail ( which I never received ) and First-Class mail, notifying me that effective immediately, " as the result of an account review '' that SunTrust was closing my checking, savings, credit card and business accounts. The letter states that " to prepare for closing you may be prohibited from making deposits after 10 days from letter date '' and " check cards will become inactive within 10 days of the date of this letter ''. Further, this letter does not give a reason, and states emphatically that this is a non-reversible and final decision. Again, this letter was not received until after XXXX and a certified letter attempt was NOT made. While it may have been dated XX/XX/XXXX, it certainly was not mailed on that date, or it was somehow delayed in its delivery. I unfortunately did not retain the letter envelope for proof. My first thoughts upon receiving this letter late the day after XXXX, after banking hours, that it was a scam. I had no idea why such a letter would be sent as I have been a valued consumer associated with SunTrust since about XX/XX/XXXX via numerous business and personal accounts as well as loans. I do not bounce checks, I do not over draw my account, I have a healthy savings account and am a minority, small independent business owner in good standing .... always. My woman owned business caters to interior designers and the hospitality furniture industry. In short, my company is the liaison between hoteliers and design firms ; I am an independent manufacturers sales representative to several of the oldest and most respected furniture manufacturers in the nation. Today XX/XX/XXXX, the first day after receipt of the letter of termination, I had not given much more thought to the letter and had it sitting on my desk as I got back to business and intended to go to the bank later in the day to discuss it at my local branch. Before I got a chance to stop by SunTrust, I was out on appointments, doing regular business, working and attempted to use my card to purchase some items for a sales presentation meeting. As I attempted to check out on two occasions, both my personal and business check cards were declined. In each case I was extremely embarrassed as I attempted to use each of my cards at a local grocery to purchase items for a business group gathering. I was finally able to use a credit card to get the goods that I needed to complete business. I got back to my office and immediately called SunTrust and was told that my check cards were cancelled and that all business between SunTrust and myself were terminated and that I had until XX/XX/XXXX to remove my funds from the bank. This has left me at a severe disadvantage as I have numerous appointments this week to take clients out to functions, I need access to my check cards for purchases, I need to make payroll, I have invoices to pay, etc. When I called SunTrust at their XXXX number I asked for a supervisor and was connected with someone who gave me their first name only. I was basically told that they had the right to do as they pleased and had no inclination to divulge information with me as to why the account was being terminated. I told them I had done nothing wrong, was not in an illegal, " high risk '' or " unsavory '' line of work. I asked for a review to see if there had been a mistake and was told that this was final and there was no recourse. This is unethical and highly disruptive to my business and is costing me many dollars and hours trying to find a last-minute bank and make arrangements to pay employees and vendors. It has impugned my reputation in the community and I strongly disagree with the methodology and implications that this event has made upon my corporation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2017-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Outstanding Escalated Suntrust Case # XXXX ( Foreclosure Initiated/Pending ) Suntrust Mortgage has failed to respond with a substance response specific to my Escalated Case # XXXX. This case was opened on XX/XX/XXXX. Suntrust issued a letter dated XX/XX/XXXX, addressed to my wife and I, stating Suntrust mortgage services your mortgage loan and intends to initiate a foreclosure on the mortgaged property in the name of : XXXX XXXX XXXX XXXX as Trustee for XXXX XXXX - XXXX ( Noteholder ). Noteholder can not locate the original promissory note and will seek to prove standing thought a lost note affidavit. Neither Suntrust or XXXX XXXX XXXX have provided the required lost note affidavit. I specifically filed my Escalated Case and requested where the lost note affidavit is supporting who the noteholder is. I understand I have protections against unnecessary foreclosure until Suntrust responds to this specific question and provides the required lost note affidavit as the servicer Suntrust has not resolved my Escalated Case, nor has Suntrust suspended the scheduled foreclosure sale set for tomorrow XX/XX/XXXX at XXXX XXXX. Its my understanding Suntrust must review each Escalated Case received from a requestor against the information and documentation in the servicing system and or mortgage file and determine the accuracy of the inquiry and reach a resolution. Its my understanding when a server receives an Escalated Case from a Requestor after a foreclosure sale date has been scheduled and the Escalated Case is received no later than midnight of the seventh business day prior to the foreclosure sale date ( Deadline ), the servicer must suspend the sale as necessary to resolve the Escalated Case. With this case being received on XX/XX/XXXX and a response that is specific to my request has not been received I am asking the CFPB to take action and force Suntrust to suspend tomorrows sale. I requested why the Lost Note Affidavit had not been supplied only after Suntrust sent me a letter informing me the NoteHolder had lost the note and would provide the required lost note affidavit necessary to establish standing. Here we are the day before the sale and that document has not been provided nor has Suntrust responded specifically to this still outstanding request. The CFPB should request the audio call files for the dates of XX/XX/XXXX and XX/XX/XXXX from the servicer and the CFPB will have a very clear idea of how Suntrust manipulates borrowers by informing the CFPB it has responded yet never specifically responded to the borrowers question. In this case, where is the lost note affidavit and why does Suntrust continue to refuse to provide this document? XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28405
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-26
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/XXXX I rec 'd a letter from XXXX XXXX Assistant VP of SunTrust Bank, where she lied once again about my XXXX score on XX/XX/XXXX. The score verified by XXXX was XXXX on that date, yet XXXX continues to lie and say it was XXXX. She blames a screenshot I provided supposedly from XXXX XXXX. I am asking XXXX XXXX to provide ALL documentation that SunTrust rec 'd on XX/XX/XXXX with the credit score she is currently still LYING about to me and to the CFPB. Furthermore I do hope the CFPB can see this continued lying and lack of disclosure XXXX XXXX is using in an effort to pass this off. She is lying, Suntrust has lied and has tarnished my Credit Score into something it is not. I am asking XXXX XXXX to submit the XXXX report to me as she stated with a date of XX/XX/XXXX showing my score was XXXX as she stated, or admit she has lied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55122
Submitted Via: Web
Date Sent: 2017-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I 've been trying to combine my two mortgages by refinancing for the pass six years I 've owned my home for ten years I call them two to three times a year because they send me letters saying I qualify to refinance through the program HARP and when I talk to them they say I do n't qualify because I 'm not In Crisis because I 'm not late with my payments but what they do n't know is every time they withdraw the money from my account it overdraft but they do n't care as long as they get their money so why send me the letters at all and they also told me I was going to be able to combine them and refinance after two years and till this day they ca n't because my home is not worth what I owe but it 's not my fault since they could n't or just do n't want to refinance because of all the interest they are making of me I 've paid so much interest in this ten years my home could of been paid off by now. And for the pass few years each year they keep over charging me on my escrow they keep telling me that my escrow has been going up and so that 's why I have to pay more money on my mortgage which I ca n't afford and I called the escrow company and they told me that my taxes has n't changed so that only means they are taking and keeping my money I 've call them about it and they say otherwise I thought I was the only person that was going through this with them but I read online that are with this company that are going through the same thing and it 's because we are letting them get away with it because we do n't want to loose our homes and no one will help us and make them stop abusing us and taking advantage of us but maybe yous will help us all that going through the same as me and make this pay for what they are doing to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53215
Submitted Via: Web
Date Sent: 2017-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I had an account with Suntrust for a good three or four years. Overdrafts were a problem, and I admit that I was n't very good at handling them, but overall I think I was a good customer. I 'd had a good couple of weeks and put together the money to get my account out of the negative, and went to deposit it. I planned then to close the account and move to a simpler and less expensive service. However, I discovered that they had closed my account for me, making it impossible for me to pay. I have since been unable to open a new checking account owing to some hold, and my attempts at making payments to Suntrust to resolve this issue have all failed on various issues on their end, including unwillingness to take checks ( from family, not from me ) or money orders. I 've also been informed that even if I do pay Suntrust their money it may take 6 months or more for me to be able to open a new account. 90 % of the money they claim I owe them would be their banking fees, and they charged me that money against my will and over my objections. I had made it clear I did not want overdraft protection, and they insisted on continuing to let me be overdrafted and charged me. I suffer from occasional mental health problems and find it very difficult to keep track of what bills at times, especially unwanted fees. I do n't know what I want you to do. I 'd be happy to pay them all the money they claim they desire, but I do n't feel comfortable bringing them cash. I do n't trust either my branch or them to handle it in such a manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A