Date Received: 2017-11-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi - SunTrust offered a promotion of {$600.00} to open a bank and credit card. After 6 months finally received {$200.00} although they have charged almost {$300.00} in fees. No bank XXXX for 7 months. Rude and arrogant staff. Called over 10 times. They show no concern or compassion for this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2017-11-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX I took a student loan out for my daughter a sum XXXX original lender was XXXX XXXX, three months later I go on XXXX and default. XXXX XXXX sold my account to XXXX. When XXXX contacted me the principal default XXXX, interest accrued {$4300.00}, other charges accrued {$34.00}, collection cost accrued {$140.00}, collection cost projected {$5900.00}. The loan exceeded a total of {$38000.00}. In XX/XX/XXXX I did the student forgiveness program with XXXX. XXXX told me to pay as low as {$5.00} a month, but I had to pay {$5.00} for 8 months I completed the program. two months later I get a letter from SUNTRUST asking me to pay {$400.00} every month to pay the student loan. I do n't owe SUNTRUST anything. I am afraid they are going to destroy my credit again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2017-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am filing an additional complaint since SunTrust failed to answer my concerns in my original complaint # XXXX. Their generalized statements and failure to adequately investigate make us and others believe they are trying to cover up for these employees. I additionally suggest that they speak to the companies lawyers about liability of the company when an employee harms a client. XXXX XXXX seems to feel since XXXX XXXX is no longer employed by SunTrust, I have no claim against SunTrust. She 's wrong. In your response to my concerns in the handling of my loan and concerns over unethical behavior of XXXX XXXX an officer at the XXXX XXXX branch of SunTrust in XXXX XXXX you failed to answer my questions. I will try once more to handle these issues out of court but prepared to do what is necessary to get justice. Again we believe our major issue is with your employee XXXX XXXX. We believe she lured us into using the builders of her home in order to make sure her home was completed without any major issues. She then failed to pass along vital information provided by the XXXX in the fall of XXXX that would have alerted us to the potential of serious problems with the builders. 1 ) We originally signed a contract with XXXX XXXX XXXX XXXX/XXXX/XXXX, but the documentation provided to XXXX XXXX review was for XXXX. We were then required to sign another contract with XXXX which caused a delay in finalizing our construction loan. But in XXXX XXXX when XXXX XXXX Review notified our Construction Loan Administrator that the insurance submitted was for XXXX, we were not required to sign another contract. Why? If the XXXX XXXX Review is there to oversee the builder why did they accept a signed questionnaire from the XXXX without checking the information they provided? We now know that XXXX XXXX owned 100 % of the company not 50 % as stated and signed on the questionnaire. His mother signed as owning the other 50 %. 2 ) Can I assume from your response that its acceptable practice to release monies to a builder, who you knew had not been paying his subcontractors? 3 } If XXXX XXXX did nothing wrong why is she no longer working for you? XXXX XXXX was an officer at the XXXX XXXX branch for over 10 years. XXXX XXXX was still employed by SunTrust prior to me submitting a complaint with CFPB and sending letters to XXXX XXXX XXXX and the manager of the XXXX XXXX XXXX. However, XXXX XXXX was no longer employed per XXXX XXXX by mid XXXX. The timing of her leave seemed questionable so we did a little investigation and learned it was not her choice to leave. In speaking to XXXX XXXX she continuously stated that she could not confirm or deny our allegations about XXXX XXXX because she no longer worked at SunTrust. When my husband informed her that he was a retied HR XXXX for XXXX and knew that it did not matter if she was currently employed or not because at the time we claim she withheld important information about the builder she was an employee. A promised returned phone after this exchange never happened. I provided the names and phone numbers of the couple who met with XXXX XXXX in the fall of XXXX. The intent of the meeting was to inform XXXX XXXX that the XXXX had just left the construction of a home they were building for their elderly parents with numerous liens and incomplete work. The XXXX wanted to forewarn her so that it did not happen to her, the XXXX were currently working on XXXX XXXX new home. The Wagners were never contacted by anyone at SunTrust. As my husband and I are pulling information we found text messages between my husband and XXXX XXXX where she stated that she had cut cashier checks and sent them out. Since to our knowledge none of our subcontractors were paid with the monies she was referring to are you willing to work with us in identifying which subcontractors were paid and how much or require a court order to release? I am very suspicious that your company is trying to cover up for these employees and even more concerned that you may destroy or " misplace '' incriminating evidence. I hope I 'm wrong,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30501
Submitted Via: Web
Date Sent: 2017-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I made XXXX principal payments against my HELOC. One of the payments, which is the cause of this complaint, was made with a XXXX XXXX Bank issued cashiers ' check in the amount of {$12000.00} ; Sun Trust received, processed and sent a confirmation letter dated XXXX XXXX XXXX. Shortly thereafter I called to get a payoff balance and was informed that the {$12000.00} payment had been reversed but could not give me a reason why. For the next several weeks, I called every department and spoke to numerous representatives including XXXX XXXX a XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and many others to no avail. I finally contacted XXXX XXXX XXXX XXXX XXXX XXXX office and spoke to XXXX XXXX. After several days, I called back and was instructed by XXXX XXXX to go back with a copy of the cashiers check to a specific teller whom she made aware of my plight and she would correctly process my payment. During the course of events leading up to the conclusion, I was assured that the interest would adjusted retroactive to the initial deposit date and be reflected on my new principal balance. Several day after the payment was processed, I called back in and confirmed that the payment was applied but was told by the telephone rep that Sun Trust does not adjust interest regardless of bank error. I informed her to read the notes where I was promised that Sun Trust would make the adjustment and she simply disregarded my request. Please request a transcript of all my phone conversations as well a copy of the notes and you will find multiple entries where the matter of adjusting the interest retroactive was addressed and committed to by Sun Trust Representatives. My hopes in filing this complaint is that the CFPB will call for a complete audit of my HELOC account with Sun Trust as I have made numerous principal payments and this incident now brings into question the possibilities of misappropriated payments. Thank you for your prompt attention to this matter and look forward to hearing from someone at the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2017-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My wife made a reservation at XXXX XXXXXXXX XXXX in XXXX TN for XX/XX/XXXX-XX/XX/XXXX and prepaid with her SunTrust debit card. Upon their arrival they experienced an ongoing family party with excessive alcohol use. My son was attending XXXX XXXX for the week and the ongoing noise was significantly disruptive. They were also concerned for their safety and security as there was no lock on their door. After two days they moved out to the XXXX XXXX and requested the balance of the prepayment ( {$810.00} of the {$1200.00} paid. The owner said she " would talk to her husband '' but ultimately refused to refund the difference. There was no contract or disclosure at any time. We asked SuntTrust to obtain our refund but they said the merchant refused to pay. I think we should be given a full refund but will accept the unused portion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38117
Submitted Via: Web
Date Sent: 2017-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: SunTrust Mortgage keeps using a robo call system to try and collect a debt for a person I do not know and they do not live at my address, I have called them, I have mailed a certified letter, copy of letter attached along with return receipt, and they are still calling with there robo system several times a day and will not stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2017-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a complaint, " after '' attempting to resolve the unauthorized hold of funds, by calling Suntrust at the number my local bank manager provided, for them to correct the issue, Please see the original complaint contained here, as well as the attachment, proving the illegal action occurred. Instead of offering to put corrective measures in place to prevent banking fraud, they lied in their response ( CLAIMING it did NOT happen, claiming no record of the call I made to " XXXX '', whom I would NOT know her name if I had n't spoken with her ) to the CFPB, XXXX the attached proof it did indeed occur ; and retaliated by allowing an unauthorized withdrawal from my account causing an overdraft fee! XXXX XXXX was made aware of the " unauthorized withdrawal and fee charged '' ; when my account is not to be debited without authorization! The fee was NOT returned ; and I told XXXX XXXX ; " I would speak to my insurance company to prevent further use of my checking account when they are supposed to debit my credit card ''! The fact that I made a payment in the past using my checking account ; does NOT authorize debits showing ZERO authorization ''! -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Consumer Financial Protection Bureau Submit a Complaint All complaints XXXX Print complaint Closed Submitted Status Submitted to the CFPB on XX/XX/XXXX Product Checking or savings account Issue Managing an account We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT Yesterday when I received an email from XXXX saying that the order had shipped and the payment was processed I went to my bank account, as usual, to reconcile my account and check to see if there is anything still pending on my account. The {$20.00} was showing paid. No longer showing pending. There was only one pending charge. Today when I went to my bank account to check to see if XXXX was paid, there are now two pending from XXXX. One of which is a duplicate. The {$20.00} was again taken from my available funds showing pending. I immediately called XXXX to see why they were double billing me. XXXX at XXXX told me that they were not double billing me, they were paid for the {$20.00} yesterday and I asked her why its showing pending for the exact same date and exact amount, and XXXX informed me that that must be my banks policy because they receive many calls a day with the same type of questionswhere people show paid and then pending again. She then advised me to contact my bank and provided the pre-authorization number from XXXX XXXX when I did the purchase online. That number is XXXX. She then provided me with the right to collect authorization. That number is XXXX. She said that it is generated at the same time the authorization is generated. She told me to ask the bank if I paid them twice, and if so we would like the preauthorization number for the now pending charge on my account. The second time for the same charge. It was paid yesterday and it is showing pending again. XXXX said that they arent double charging me and that XXXX has a pending hold on the account. I asked XXXX to give me the preauthorization number for the pending today and XXXX said that she already gave that to me, and I said noyou gave me the preauthorization number for the charge that was paid yesterday. You already fulfilled that so why are you holding # {$20.00} from my account again. XXXX told me to call XXXX with her on the line so they could release the hold. I asked her what policy Suntrust has in place to prevent the money from being taken multiple times, in this case twice, from a persons account. She told me that there is nothing I could do about it unless I wanted to call XXXX to release the hold. I informed her that XXXX had already told me that they do not have a hold on my account. She also told me that it is illegal to put a pending on something that has already been paid, and withhold further funds from me on hold. XXXX just kept repeating that it was XXXX fault. I advised her that I would be contacting CFPB. I asked who to speak to at Suntrust Bank to prevent this from happening. I told her that since Suntrust is not willing to tell me how they are going to correct this issue from happening to not just me, but other consumers as well that I would have to report this. What product or service is your complaint about? PRODUCT OR SERVICE Checking or savings account TYPE Checking account What type of problem are you having? Issue Managing an account Have you already tried to fix this problem with the company? Yes What happened? Yesterday when I received an email from XXXX saying that the order had shipped and the payment was processed I went to my bank account, as usual, to reconcile my account and check to see if there is anything still pending on my account. The {$20.00} was showing paid. No longer showing pending. There was only one pending charge. Today when I went to my bank account to check to see if XXXX was paid, there are now two pending from XXXX. One of which is a duplicate. The {$20.00} was again taken from my available funds showing pending. I immediately called XXXX to see why they were double billing me. XXXX at XXXX told me that they were not double billing me, they were paid for the {$20.00} yesterday and I asked her why its showing pending for the exact same date and exact amount, and XXXX informed me that that must be my banks policy because they receive many calls a day with the same type of questionswhere people show paid and then pending again. She then advised me to contact my bank and provided the pre-authorization number from XXXX XXXX when I did the purchase online. That number is XXXX. She then provided me with the right to collect authorization. That number is XXXX. She said that it is generated at the same time the authorization is generated. She told me to ask the bank if I paid them twice, and if so we would like the preauthorization number for the now pending charge on my account. The second time for the same charge. It was paid yesterday and it is showing pending again. XXXX said that they arent double charging me and that XXXX has a pending hold on the account. I asked XXXX to give me the preauthorization number for the pending today and XXXX said that she already gave that to me, and I said noyou gave me the preauthorization number for the charge that was paid yesterday. You already fulfilled that so why are you holding # {$20.00} from my account again. XXXX told me to call XXXX with her on the line so they could release the hold. I asked her what policy Suntrust has in place to prevent the money from being taken multiple times, in this case twice, from a persons account. She told me that there is nothing I could do about it unless I wanted to call XXXX to release the hold. I informed her that XXXX had already told me that they do not have a hold on my account. She also told me that it is illegal to put a pending on something that has already been paid, and withhold further funds from me on hold. XXXX just kept repeating that it was XXXX fault. I advised her that I would be contacting CFPB. I asked who to speak to at Suntrust Bank to prevent this from happening. I told her that since Suntrust is not willing to tell me how they are going to correct this issue from happening to not just me, but other consumers as well that I would have to report this. I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. What would be a fair resolution to this issue? My desired resolution is that Consumer Financial Protection Bureau have them institute some type of procedure or policy to prevent this from happening. They are aware that there is an issue. XXXX said that it wasnt banking fraud and that I was misinformed by XXXX. I informed her that I learned about double dipping in college. What company is this complaint about? Company Information SUNTRUST BANK What people are involved? Your contact information XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX United States Sent to company Status Sent to company on XX/XX/XXXX We 've sent your complaint to the company, and we will let you know when they respond. Their response should include the steps they took, or will take, to address your complaint. You should receive an update from the company within the next 15 days, and a final response within 60 days. Company still working Status Company response is in progress as of XX/XX/XXXX The company has responded that it is still working on your issue In some cases, companies need more time to respond. You should receive a final response within 60 days from the date we sent your complaint to the company. COMPANY 'S INTERIM RESPONSE This case has been received and assigned to XXXX XXXX of the SunTrust Client Advocacy Management Office for research and response. In the meantime, XXXX XXXX may be reached at XXXX with any questions or additional information. Company responded Status Company responded on XX/XX/XXXX Response Type Closed with explanation Company 's Response Our records show that, on XXXX XXXX, XXXX, a charge for {$20.00} from XXXX was paid from your account. On this same date there was a pending item hold from XXXX for {$17.00}. This item was paid on XXXX XXXX, XXXX. You stated that you were able to see a pending item hold for the {$20.00} debited from your available balance but that the debit to XXXX was paid on XXXX XXXX, XXXX. You also stated that you contacted us and spoke with a representative regarding the hold. I was unable to find a call where you spoke to XXXX. Your account history shows that the balance on XXXX XXXX, XXXX was {$230.00}, but a pending item hold for {$17.00} from XXXX reduced your available balance to {$220.00}. After the {$17.00} paid on XXXX XXXX, XXXX your balance remained {$220.00}. We show the item for {$20.00} only paid once against your account and no fees were caused by this transaction. Enclosed is a statement for your review. A branch teammate did speak with someone regarding the pending item hold and confirmed the hold ; however, I was unable to verify that a pending item hold for {$20.00} was affecting your available balance on XXXX XXXX, XXXX. When we spoke about this concern, you stated you had information that would show the transaction in your records, but declined to share it with me. Your concerns have been forwarded to the appropriate management for review. If you continue to experience this same issue, please contact me as soon as possible, so that I may research further. I can be reached at XXXX, Monday through Friday from XXXX XXXX. to XXXX XXXX. XXXX. Attachments final response -XX/XX/XXXX, XXXX ( 81 KB ) final response attachment - XXXX, XXXX ( 64.5 KB ) Feedback requested Status Feedback requested on XX/XX/XXXX Feedback due XX/XX/XXXX Provide feedback about the companys response We welcome your feedback on how the company responded to your complaint. You will have 60 days from when the company responded to share your feedback. The CFPB will share your feedback responses with the company and use the information to help the CFPBs work with consumer complaints. Closed The CFPB has closed your complaint. XXXX XXXX XXXX XXXX # XXXX Have a question? Preguntas? ( XXXX ) XXXX An official website of the United States Government
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: 2017-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-10
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: Suntrust Bank - XXXX continues to lie to the CFPB and myself. I will attach my Credit Score from XXXX, as you will see it has not dipped below the XXXX mark and on XXXX XXXX, 2017, the date of their inquiry it was approx XXXX, not a score of XXXX as they claimed to the CFPB and myself. They flat out lied. Furthermore their basis of rejection was I believe in violation of discrimination on my discharged Ch XXXX, again they claimed I was still active in this, I was discharged, case is closed.
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: 2017-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: We fell into financial hardship in XXXX of 2017. I am behind on my mortgage payments but I have been making partial payments to try and get caught back up. Sun Trust Mortgage knows my situation but they are continuing to make phone calls up to 5 times a day to the number provided. Obviously, someone 's financial situation does not magically change in just 2 hours between the phone calls. I have informed them of our situation numerous times but they continue with the calls. Like I state to them ... I am keeping the home and I will continue to make partial payments as I can financially afford them. I very much need to keep my home, and I am doing the best that I can to get caught up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80233
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Suntrust has made 4 hard credit inquiries on me and they show up on my credit report, resulting in a significant negative impact on my score. The hard inquiries occurred in XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. I did not authorize any credit inquiries either in writing or verbally except for the HELOC reapplication in XXXX XXXX. Suntrust is refusing to provide proof of my authorization and is refusing the remove these 3 unauthorized hard inquiries from my credit report. In fact, they refusing to even document that will not remove and not provide proof. This has been going on for several months now, and I am getting stonewalled from branch, region and central customer service contacts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A