Date Received: 2017-11-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My bank card was swiped by someone located in XXXX, Florida on XXXX XXXX, XXXX. I called and reported the unauthorized transaction on the same day. I was told that the transaction would have to be investigated. It is XXXX XXXX, XXXX and I had to call Suntrust Bank for an update regarding the issue because Ive received no communication as to what is going on. I was told that the claim was denied and that I would have to submit proof that I did not make the purchase. I was told that I would have to submit a rebuttal and the process would take another 45 days to investigate. A few months back, I had to file another claim due to an Suntrust ATM issue. The ATM took my money, never provided a receipt and the funds never appeared in my account. I had to wait for an investigation to be completed before receiving the credit. Earlier this summer, I made a cash deposit with an actual Suntrust bank teller at XXXX XXXX. and there was no sign of it posting the next business day. It should have posted immediately. I went back into the location on the following day and was told that the bank teller made a mistake. I provided my deposit slip and the memo/credit was placed in my account. I reported the latter two incidents to the Consumer Financial Protection Bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX/XXXX/XXXX I was expecting a cash deposit of {$1300.00} in my SunTrust account before releasing an item that I was selling online. The deposit was made at the SunTrust branch located at XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX, XXXXL XXXX at XXXX. After seen the updated transaction in my account I released the item. Few minutes later I noticed that the cash deposit was reverted, so immediately I called the bank. I spoke with the branch manager and she told me that the person who did the deposit went back to the teller and asked for a cash reversal. The teller without questions or ID verification gave him/her the money back from my account without my authorization or any prior notice, so the person got away with the money and the item. On the same day I submitted a claim that has not been solved yet. Today XXXX/XXXX/XXXX, I still waiting an answer from the SunTrust Bank. I hope you can help me to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX, I reside at XXXX XXXX XXXX in XXXX North Carolina. Suntrust Mortgage inc. has directed me to the substitute trustee over a {$980000.00} loan from XXXX. XXXX XXXX XXXX XXXX and that is when I discovered they can not be the trustee and the XXXX of Suntrust Mortgage XXXX XXXX signed naming XXXX XXXX as substitute trustee but it wasnt done correctly. XXXX XXXX acted as XXXX XXXX notary on the same day. XXXX XXXX did not possess the required signing authority to sign mortgage operations documents on XXXX XXXX, XXXX. Someone put a sticky note over the Exhibit to coverup the part that states the purpose of the exhibit then made a copy of it to remove this requirement. This page was then recorded at the clerk of court office along with the outdated and expired faulty appendix A. How can Suntrust Mortgage use a outdated mortgage delegation signing authority document that expired over 3 months before XXXX XXXX even named the substitute trustee to foreclose? I have requested this proceeding be dismissed since the substitute trustee was not correctly nominated by XXXX XXXX, but they keep telling me to call the substitute trustee who is a nice enough guy but hes was not correctly substituted. Please also look into how XXXX XXXX was able to verify and notarize a document that was 3 months out of date. Please notify me in writing once this proceeding has been dismissed since the signing XXXX of the corporation was not in possession of signing authority when he nominated XXXX XXXX of XXXX. XXXX 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: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: To : XXXXXXXXXXXX ; I called in to put a STOP Payment on an ACH authorized payment and told the XXXX Customer Service representative exactly why. He replied the fee would be XXXX XXXX for the bank to STOP and reverse payment. I told him since I am calling in advance to STOP it ahead of time so that it would not have to be reversed. He then agreed to waive the XXXX and STOP the ACH from taking from my checking account. Then today XXXX/XXXX/XXXX I called to check my balance and it said XXXX. I called in at XXXX a.m. Another Spanish customer Service representative told me my account would be credited the fees from the overdraft and XXXX and quickly transferred me to the claims department to cover up their mistake. They made me submit a claim after they never reversed it and charged extra fees. The claim number they gave me was # XXXX. They were supposed to STOP payment ahead of time.. Days ahead of time. Why they are making me submit a claim for their mistake does not seem like proper bank protocol.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Monday XXXX XXXX, XXXX, I opened a small business checking account in person at the SunTrust branch located at XXXX XXXX XXXX XXXX XXXX, in XXXX XXXX, Fl. At no time during my sign up did the banker explain to me that he was enrolling me in their Overdraft protection program. I did not use their debit card much until returning to XXXX XXXX in XXXX of XXXX and after experiencing fraud issues caused by skimmers with my other primary bank. In XXXX XXXX I began to notice that SunTrust was delaying the debit of certain charges that I had made by as much as XXXX days as such reporting a higher daily balance on my checking account. I routinely check my checking balance either online or via their customer service telephone system before making purchases to verify my balance. I did contact them via telephone regarding one such merchant ( XXXX XXXX XXXX ) that I use almost daily for the purchase of fuel which is one of my highest expenditures. The representatives stated that the posting delay was caused by the merchant. I then used XXXX different debit/credit cards at the same station using the same fuel pump and the charges were either debited immediately or by the next morning by XXXX XXXX resulting in an accurate daily balance on my account with those card issuers. I also noticed that their ATMs do not automatically provide balance information after I make a withdrawal or deposit, again leaving me in the dark concerning my actual daily balance. On XXXX XXXX, XXXX, I filed an official complaint with SunTrust in writing using their online system regarding them enrolling me in XXXX protection without my knowledge and the XXXX in fees levied against my account ( see attached ). I then followed up with a written request to credit and close my account on XXXX XXXX, XXXX ( see attached ). On XXXX XXXX, XXXX, I filed a formal complaint with the BBB and SunTrust refused to address my complaint ( see attached ). On XXXX XXXX, XXXX, I received a collection letter from a third-party agency requesting a payment of {XXXX} on behalf of SunTrust Bank ( see attached ). I have not enrolled in any Overdraft protection program since experiencing fraudulent activity with XXXX Bank resulting in a class action lawsuit and settlement in XXXX.
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: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing about my mortgage on my property listed above. I bought my home in XX/XX/XXXX for XXXX. In XX/XX/XXXX I refinanced my mortgage to get rid of PMI. I took out a 1st and 2nd mortgage to avoid private mortgage insurance. In XX/XX/XXXXI refinanced my Home Equity Line of credit that I had with Suntrust for {$50000.00} and consolidated all of my debt giving me a new loan for XXXX. When I refinanced my second mortgage it was with the condition Suntrust would close my home equity line of credit and release the lien on my property. Few months after refinancing I reached out to Suntrust about a business loan for my husband and I. Suntrust advised me I did n't need to get a new loan because I had an available line of credit for XXXX that I could use. Suntrust sent me checks and I used the money to start our business. At the end of the year I received three interest taxes forms. Called Suntrust to ask why I received 2 and they said because I had two liens on my house. I said ok and just kept paying my debt. In XX/XX/XXXX at XXXX years old my husband had XXXX XXXX XXXX and also found out he has a very bad XXXX XXXX. In XX/XX/XXXX I had to file a Chapter XXXX bankruptcy because my husband income decreased so much I could n't pay all of our debt on my salary. In XX/XX/XXXX I had to stop paying my 3rd mortgage because I could n't afford the payments anymore. In XX/XX/XXXX I had to convert my chapter XXXX bankruptcy over to a chapter XXXX because my husband was not able to work anymore. While I was going thru my chapter XXXX process I received a letter from Suntrust stating they were forgiving my {$50000.00} Home Equity Line of Credit which was my second mortgage. I called Suntrust and asked them why would they forgive my second lien for {$50000.00} but not my 3rd lien for XXXX. Really never got an answer. Since I have not made any payments on my 3rd mortgage which now is my second mortgage since XX/XX/XXXX we owe {$110000.00}. I paid on this loan for 8 years before defaulting. I tried to refinance for the Harp loan on my first but could n't because Suntrust will not subordinate my second. I called Suntrust and ask them about a modification they said no. I asked them for a small settlement they said no. I ca n't refinance and get cash out because I am still rebuilding my credit from the bankruptcy. My husband is not able to work anymore and has been granted XXXX. The problem I have with Suntrust is they allowed me to use a line of credit for {$50000.00} knowing the loan would put my home under water. Suntrust I feel should have forgiven the third lien for the amount of XXXX and leave the {$50000.00} in second position because I would possible be able to refinance one day and start buying my home again. Suntrust should n't had allowed me to use the line of credit for {$5000.00} that was supposed to be closed when I took out the loan for {$9500.00}. Do you have any advice. I feel Suntrust did not give fair lending. I called suntrust last year and asked for a settlement they said XXXX. I called earlier this year they said XXXX. I know I owed the debt but Suntrust lien has put me in a position that I ca n't do anything. I should have researched the line of credit they told me I could use but I was so excited to start our business I did n't do my research. Is there anything I can do to prove Suntrust did unfair lending? My home is only worth XXXX and I owe {$130000.00} on the first. I have lived in my home for 15 years and I feel Suntrust do right by us. If Suntrutst had closed the line of credit for {$5000.00} I would one day be able to refinance. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX at about XXXX Eastern, I stopped into the XXXX XXXX branch of Suntrust to deposit loose change that had been collecting over the last year. The teller advised that they do not have a change counter and refused to accept my coins. The teller further advised me to go to a local grocery store to have it converted into dollars. Later the same day, I called Suntrust to discuss the matter with them and to look for an alternative branch ; however, they informed me that it is their policy to only accept rolled coins and they would be of no further service to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32708
Submitted Via: Web
Date Sent: 2017-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Opened both Savings and Checking accounts with Sun Trust in XXXX XXXX, XXXX. Requested regular XXXX credit card. Was given DEBIT card which looks exactly like credit card. Agreed to Overdraft Protection. BUT SunTrust " protects '' my account before I make a purchase, then charges me {XXXX} per deposit PLUS {XXXX} for " Overdraft item fee. '' I AM ATTEMPTING TO USE THE XXXX, NOT THE DEBIT! I am XXXX, living on Social Security, unable to pay these fees ( e.g. current statement : {$XXXX} in fees for accounts with less than {$XXXX} in each. I am a XXXX XXXX and hold a XXXX XXXX XXXX from XXXX XXXX, so am angry at this " bait 'n switch '' tactic. Have written yet again to the office in XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In XX/XX/XXXX several accounts was opened in my name without my knowledge, 1. Suntrust XXXXXX/XX/XXXX {$37000.00}, 2. XXXX XXXX loan {$8500.00}, 3. XXXX XXXX Credit card {$2500.00}, 4. XXXX XXXX {$2500.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2017-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In XXXX 2014 there was several accounts started in my name without my consent. one was with XXXX XXXX {$10000.00} second with XXXX XXXX {$29000.00} third with Suntrust {$12000.00} and XXXX XXXX XXXX {$11000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2017-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A