Date Received: 2017-11-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed a claim recently because while on vacation I dropped my debit card along with other information out of my clutch. One of the cards did have the pin number on it. The representative XXXX that I spoke with told me she made the decision on my claim prior to even speaking with me and when she called she asked me about a police report. I hadnt been fraud before, so I contacted law enforcement within my home area after speaking with her and they advised that I would need to speak to New York State. NY advised that I would need to come back there ; however, I dont live there. So because I didnt file a report I was held accountable for the charges. I pay all of my bills out of my SunTrust account. Honestly you are my primary bank. I pay everything with your bank. I dont know why I am being treated this way. I have had a great relationship with the bank for over 10 years and someone steals my card and use it and it becomes my fault. How will I feed my child or take care of my bills. I am a single parent and I live from paycheck to paycheck and someone stole almost half of my check. Someone took {$400.00} out of my account while I was on vacation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28216
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In or around XXXX my Identity was stolen and used to open several auto loans and credit cards without my consent. I would like to have this removed from my credit as soon as possible because I should not be punished for being a victim.
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: 2017-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-06
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I withdrew cash from a non-SunTrust ATM in XXXX, XXXX from my CHECKING account and was charged {$3.00} by the non-SunTrust ATM for a balance inquiry for my SAVINGS account. I never performed an inquiry for the balance of my savings account. The non SunTrust ATM charged a fraudulent fee to my Savings Account in the amount of {$3.00}. I would like for the CFPB to perform an investigation to determine how how the non-SunTrust ATM was allowed to charge me for a service I did not request. I would also like for the CFPB to perform an investigation to determine why SunTrust allowed the non-SunTrust ATM to deduct a fee from my savings account when the fee was fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2017-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: SUNTRUST : Fraud Case XXXX ; XXXX Case # XXXX ; SunTrust Case : XXXX ; XXXX Ref # XXXX This is an open Fraud Case against SunTrust, a bank that knowingly cleared a fraudulent check into my checking account. I have submit a complaint before regarding this issue and SunTrust is well aware of their representatives admitting to clearing the fraudulent check on recorded calls. I started off by speaking with XXXX XXXX, their so-called Fraud Specialist, that did not even care to see the documents nor the case number filed with the XXXX Sheriff 's Department. Next were several " Recovery Agents '' that finally submit my complaints to VP of Recovery, XXXX XXXX ( XXXX ). XXXX XXXX stated she would review all calls and pretended to understand my disgust with a bank that knowingly cleared a fraudulent check and then took a child support payment and refused to return it despite the legal investigations underway. The investigations are still underway since it the fraudulent funds were cleared over state lines and I have received a notice from an ill-advised Debt Collection AgencyXXXX XXXX # XXXX regarding the debt that SunTrust is responsible for clearing. I will also submit a separate complaint against XXXX since they apparently feel it is acceptable to harass consumers that have been cheated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34746
Submitted Via: Web
Date Sent: 2017-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-04
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: SUNTRUST BANK- CREDIT CARD DISPUTE- CASE # : XXXX I filed a chargeback in XXXX, XXXX with Suntrust Bank against XXXX an online merchant for a dress that I ordered on XXXX website from XXXX on XXXX/XXXX/XXXX which is defective and not as described. On XXXX XXXX, XXXX, I faxed documents such as pictures, messages between me and seller requesting for refund to Suntrust Bank. On XXXX XXXX, XXXX, I was issued a temporary credit of {$130.00} for the dress and on XXXX XXXX, XXXX when I received a letter from Suntrust Bank requesting for additional information, I learnt that the chargeback was denied and the credit removed from my account because the merchant and seller provided evidence that the item was shipped to me. I disputed the transaction because the dress I received is not as described and not because I did not receive the item. If Suntrust Bank compared the dress I received with the picture of dress provided by seller and merchant, they would have noted the difference in the item I received. I had already provided all the evidence about this case to Suntrust Bank including pictures of the dress and I indicated on my complaint that seller has refused to provide me their shipping address and have not been able to return the item. The seller wants me to keep defective item. In the past, I had provided documents requested promptly before the deadline and the recent correspondence that Suntrust Bank mailed to me was dated XXXX XXXX, XXXX but I received the mail on XXXX XXXX, XXXX. The seller initially offered me a partial refund of {$50.00} which I refused to accept and demanded fro a full refund. Seller also refused to provide shipping address when I told them I wanted to return the dress. If the seller has a valide claim, he would not offer a partial refund of {$50.00}. Also, if Suntrust Bank is diligent in their investigation, they will know that the transaction is not valid because the seller accepted to give me a partial refund of {$50.00}. I would appreciate your assistance in recovering my money- {$130.00} from Suntrust Bank and the Merchant- XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20784
Submitted Via: Web
Date Sent: 2017-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have had several inquires on my credit file that are not mine, obviously they are fraud! I called the companies to have them removed with no results. I have also contacted the XXXX customer service dept and they keep telling me, they do not investigate these matters without a police report. I have tried calling the police where the inquires originated, unfortunately they say I need to be in their state to report this in person. I have seen my credit drop over 100 points because of this fraud action against me. I need some assistance at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Lost or stolen money order
Subissue:
Consumer Complaint: I issued an money order on XX/XX/XXXX-submitted to my apartment manager for payment, 2 weeks later i got a notice telling me my rent is past due- $ XXXX-money order payment thru XXXX XXXX. I called XXXX XXXX to report stolen money order and it had been cashed on XX/XX/XXXX- to sun trust bank, not sure of which bank, XXXX XXXX will not provide me with that information. I worked with XXXX XXXX for several months, then i get a letter where suntrust bank denied paying of stolen money order. I have never met or seen the person whom name-XXXX XXXX is on this money order. The money order was cashed without a signature and identity. I had to pay a double rent of {$560.00}, for the month of XX/XX/XXXX, which caused me hardship as a single parent withXX/XX/XXXXchildren and XXXX XXXX XXXX, and I do not get any government services. I can not afford to loose that much money. XXXX XXXX did not require me to do a police report, because they stated they could clearly see money order altered and I did a affidavit and it was notarized, if there is anything else I can do please let me know..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72301
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My name is XXXX XXXX and I 'm a victim of Identity theft, Ive attached my FTC identity theft report. I believe that my accounts have been used fraudulently in the past and currently. Can you please check to see if any personal or business accounts are open under my social security number or have been open in the past. if so, can you please close the account and send every single statement to my address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX SSN # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33142
Submitted Via: Web
Date Sent: 2017-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: we have a mortgage loan with SunTrust Mortgage ( investor is SUNTRUST Bank , Inc. ) on a rental property in XXXX North Carolina. it was a 5/1 interest only mortgage after 10 years the loan converted to a 20 year fully am adjustable. the payments have more than doubled. given the vacation/resort nature of the property the property primarily rents and brings income in to help cover the cost of the mortgage during the summer months. but now we are unable to make the mortgage payment with a son in college and one going next year. the rental income for the 2018 season will not start coming in until XXXX so we will be unable to make XXXX, XXXX and XXXX mortgage payment. we had requested a modification of the loan terms so we could better afford the payments and cover with the rental income that comes in. Some major safety repairs to the deck also must be done or the people will not rent the home. double edge sword. ca n't afford to fix it up. we are looking in to short sale but after speaking with cpa, the cost will be over $ 75k at the end of the day. the modification was not approved as they performed a debt ratio that appeared we could afford it but they did not take in to consideration ALL debt and income has since declined. in the response to the modification, it stated that if the property is in the state of North Carolina, we could file a complaint with www.nccob.gov from that site, i was brought here
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2017-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-01
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: My complaint is regarding my SunTrust credit card. They will not refund me the money from transactions with XXXX ( since XXXX issued a partial refund, SunTrust has washed their hands of the " investigation '' ). I have tried to resolve my dispute with XXXX, but XXXX is not responding to my complaint that I made with the Better Business Bureau. XXXX issued a partial refund. My credit card company, SunTrust, " investigated '' my disputed amount and will not remove the charges. I have XXXX recorded stating the price. Please listen to the call with XXXX which is recorded below ( Sorry that I had to send a link to a video of the conversation, I did not have conversation recording software on my phone at that time ) : XXXX XXXX XXXX XXXX My SunTrust credit card should protect me from these dishonest practices, but they will not. SunTrust 's " investigator '' did not even contact me regarding this. I spoke to a supervisor at SunTrust who indicated that, SunTrust will not help me any further. That is one of the main reasons to use a credit card, protection during purchases.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A