Date Received: 2017-11-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: SunTrust bank caused overdraft fees by not doing the correct fraud investigation into my checking account. On XXXX $ XXXX $ XXXX {$550.00} funds drafted from my checking account. The bank closed my debit card due to fraud and refunded the first two charges. The last charge they denied via letter and I was requested to contact the vendor for the funds. I appealed and requested information about the vendor specific contact info. They refused to give me the information, although it was the same vendor for the 3 claims. I requested the head of the department phone call ... never received a call from the fraud unit. The bank has refused to reimburse me the NSF fees collected by the deduction from my account. They claimed the 3rd claimed denied because they had other claims for the same vendor. Lack of customer service and investigation and overcharge in fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33435
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Getting a line of credit
Subissue:
Consumer Complaint: Due to 10 months of trying to repair erroneous credit reporting and a hack of XXXX and Dodd / Frank our credit destroyed. Consequently this is the result. Instead of having excellent credit we are no Low Life 's. In our opinion by experience false advertising, misinformation, misrepresentation has created this fiasco and you, yes you do nothing. You did nothing about the Reverse XXXX lender who created this mess. You did nothing about the Credit Bureaus. You did little to nothing about the creditors who reported wrong and added to this mess. Yes we got ourselves in deeper BUT if you would have been the agency you profess to be none of this would be on our backs today! The facts are many of these companies not signed up with you why????? I guess above the law?
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: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had intended to purchase furniture from XXXX XXXX XXXX ( XXXX ) XXXX. XXXX. XXXX with XXXX Invoice No. XXXX XXXX for USD XXXX. Of which, I had remitted 30 % Advance of USD XXXX to XXXX XXXX XXXX XXXX ( Account No - XXXX Swift Code - XXXX ) with Balance amount of USD XXXX. And, the Material was shipped with Invoice No XXXX Dt XX/XX/XXXX. As a regular process, I verified the soft copies on Original Documents & was about to transfer the balance amount. By then, I received a mail from the supplier to make the Balance Amount to another Bank account. I made the Balance Transfer of USD XXXX to Suntrust Bank with Account No.XXXX & Swift Code XXXX ( Transaction reference no. XXXX Value Dated XX/XX/XXXX - related reference XXXX ) While confirming the receipt of balance amount, the supplier have informed us that the account on which we have transferred the amount does n't pertain to them. Having doubted, I personally visited the supplier in XXXX. And the supplier had confirmed that they have only one bank account ( to which I had made the Advance Payment and they do n't have any account in US ). Also they have confirmed that the new intercepted mail ID does not belong to them. Then we found the mail we received with the bank details to transfer the balance amount was from some fraudster, This mail ID looks very much similar to my supplier mail ID. So it is now clear, that the New Mail ID & New Bank account is a fraudulent one & it is in no way belong to my actual supplier. Then we have initiated to recall the wire transfer through our remittance bank. But the Receiving bank have confirmed through swift message " Funds are not available for RTN We close our files '' With all the above details, we have mailed SunTrust Bank Fraud Dept. For which we have n't received any communication till now
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: SunTrust Bank located in XXXX, Nebraska XXXX XXXX. XXXX XXXX has open without my permission account No : XXXX and they issued PIN XXXX. SunTrust Bank has opened two more accounts in XXXX, Tennessee XXXX. Accounts ends with number XXXX and XXXX. There is now way to talk to SunTrust representative in USA, all calls are redirected to XXXX or other country. SunTrust had used my Social Security number and personal information. I have never asked or gave permission to open any types of accounts at SunTrust Bank. Would you please help me to solve Identity Taft by the SunTrust Bank. SunTrust Bank SunTrust Bank XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX, NE XXXX XXXX, TN XXXX Phone XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2017-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: I purchased a new vehicle XXXX XXXX, 2017. I advised the salesperson that I wanted to finance my vehicle with XXXX XXXX. The dealership ran my credit through several different financial institutions without my permission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76039
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: They will not let me close my bank account. I tried closing it on the phone just now but can not reach a customer representative. I just sent a message on the website but I have no idea how that will work out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: It started by them tell me I did not have to make a payment until after I graduated, which was a lie I had to start making payments before I graduated college, not able to meet the required payments I got small jobs that I could work around my classes just so I could make a payment, While I made these small payments. I received harassing phone calls from them telling me I needed to make a payment. My loans are not put together for one lump sum payment, so I have to make multiple payments each month to different loans. They were all through XXXX XXXX XXXX I have been sold out to different loan companies while I was making payments and no one will send me proof of my original title. They have also sent me to court while I was making payment to them. Since I did n't know my payments were n't be shared I am now paying through collection agents and to a lawyer on two of the four loans. They keep going up on the amounts owed each month, so it is continuing getting harder to meet the required payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35055
Submitted Via: Web
Date Sent: 2017-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX 2017 we started the process to refinance with our existing mortgage company, SunTrust. After four months and us providing every piece of paper asked for they still have not signed off on the loan and have given us no explanation as to why we are being denied. Our loan processor was great and really tried working with the underwriters and was a confused as we are about why we have n't been approved for a loan we more than qualify for. We have nothing in writing and everything we have been asked to return to them we have sent to them in a very timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 224XX
Submitted Via: Web
Date Sent: 2017-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was erroneously charged twice by XXXX on XXXX XXXX. XXXX was a {$15.00} charge, and the other was a {$16.00} hold. The two charges brought my account into overdraft, incurring a {$36.00} overdraft fee from SunTrust bank. I called XXXX and had the issue corrected. They said they would refund me the charges and that it would take 2-3 business days. I then called Suntrust to notify them of what happened. I told them the two XXXX charges were a mistake and being refunded, and asked to be refunded the {$36.00} overcharge fee. They refused, but did say that once the XXXX charges are fully refunded, then they will refund the {$36.00} overdraft fee. On the very next day, however, XXXX XXXX, SunTrust hit me with a SECOND overdraft fee, still related to the erroneous XXXX charges. So despite the fact that I called and told them the XXXX charges were in error, they used them as the basis to hit me with two separate overdraft fees, totaling {$72.00} XXXX all because of two XXXX charges does in error worth {$31.00} XXXX. Representatives at SunTrust have been completely unhelpful to me addressing this. Instead of working with me to prevent the overdraft fees once I informed them the charges were in error, they instead kept hitting me with the fees. They claimed the fees are applied automatically by a computer, and that for a human to override them and credit me the {$36.00} overdraft fee, I would have to await a phone call from a supervisor which could take 3 business days. Having {$72.00} stolen from your account by your banks due to a {$30.00} mistake that is in the process of being refunded, created an exceptional hardship in my life. And that lack of responsiveness by the bank made the problem much worse.
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: 2017-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-15
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I opened an account with SunTrust last week. I was getting tired of XXXX XXXX manipulating transactions on my bank account and figured Id just close my account with them and go somewhere else. Opened my SunTrust account online and switched over my direct deposit to them, as well as my brokerage account and EFTs. Upon switching bank accounts, I also switched insurance companies. I informed my new insurance company to auto-draft the funds from my new bank account on XXXX XXXX, XXXX XXXX which I have proof of ). The insurance company errored and auto-drafted the funds from my account on XXXX XXXX. I called my bank and told them about this merchant error and was told to contact the fraud department. This wasnt exactly a fraud case, so I asked them if I could have any overdrafts fees waved because it wasnt irresponsibility on my part, but a merchant error. I informed them that I had my first direct deposit scheduled for XXXX XXXX and that it would more than cover the charge. The customer service rep told me that I had to wait until the overdraft fee posted in order for them to do anything on the account, so I ended the call and waited until the next day XXXX today ). This morning, I wake up and try to log into my account to see if any overdraft fees have been charged. I kept getting an error message stating that my log in information was incorrect. I was certain that I was putting in the correct information, but after a few attempts I decided that Id try to reset my password. After trying to reset my password, I received a message stating that my account was restricted. I was also given a number to call to discuss the matter. After contacting the listed number, I was notified by a customer service rep that my account was being closed. I asked why and if it had anything to do with the merchant error that I called about the previous day and was informed that it was due to SunTrust Bank rules and regulations. I asked to speak with a XXXX because I had transferred all of my liquidity over to SunTrust Bank XXXX Brokerage accounts, direct deposits and wifes direct deposits ). I also got all of my billing set up under EFT with SunTrust. I was put on hold and transferred to a XXXX who was of no assistance and keep reading from the same script XXXX Your account is being closed due to SunTrust rules and regulations ). I asked if there was anyone above him that I could speak with about my account being closed. He said there was no one ( as if he was the owner of the bank himself XXXX. So I called back and spoke with someone else about the matter, only to run into the same brick wall. I spoke with their supervisor who told me to speak with my branch XXXX. I called my branch XXXX who told me to contact the fraud department to see if they could override it on their end. I call the fraud department and ran into get another brick wall XXXX Your account is being closed due to SunTrust rules and regulations ). He puts me on hold to see what he can do for me and nothing. I asked to speak with his supervisor and she couldnt do anything. By this point Im regretting the fact that I even opened an account with SunTrust. I end the phone call and call back the fraud department asking if I could speak with a supervisor because you get someone different every time you call. I tell yet another supervisor about my situation and still hit a brick wall. She tells me that I need to contact my branch XXXX or the area XXXX. Im infuriated at this point because I have funds due to post to this account tomorrow XXXX XXXX XXXX, XXXX XXXX which I was unable to get reversed because they were already processed. Now my funds are going to be in the hands of these scam artists who are closing my account without a valid reason. I called my branch XXXX back and told him that the fraud department told me that he was the man I needed to talk to. He told me that there was nothing that he could do for me, so I asked for the number of the area XXXX. He refused to give me the area managers number and hung up on me after thanking me for using SunTrust Bank. I called the customer service line again and was able to retrieve the area managers number. I called the area managers office which was closed for the day, so XXXX be calling back tomorrow. Meanwhile, my money will be swept into a SunTrust Bank account by tomorrow morning and I will have no access to my funds or account information because my account is being closed due to SunTrust rules and regulations. This process seems rather suspicious. Ive read countless articles about other consumers with SunTrust who have experienced the same thing. I have bills that need to be paid and I also need to pay the property tax on a vehicle I just purchased so that I can get it registered. My temp tags are due to expire on XXXX XXXX, XXXX and I have no access to my funds. My wifes car note is due in a few days as well. I switched all of my banking to SunTrust only to have my account closed for an unspecified reason and now I cant access my funds until they release them to me. This is borderline criminal. They have nearly {$1.00}, XXXX of my money held in their bank. And conveniently for them, they closed my account before I was able to memorize my account number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63017
Submitted Via: Web
Date Sent: 2017-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A