Date Received: 2017-10-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XX/XX/XXXX, I had a flat tire and drove up to a gas station to get air in my tire. I used my SunTrust debit card to pay {$1.00} for the air. After swiping I waited for the air pump to work and it never did after I waited for over 5 minutes then I swiped it again and still nothing. I noticed the next day when I checked my SunTrust account that my account was overdrawn by {$75.00} which was an unauthorized transaction made on my debit card. I contacted SunTrust Bank the same day to advise them that the {$75.00} charge was nothing that I had done, this was an unauthorized charge and I began the dispute process with SunTrust Bank immediately. I have completed every step SunTrust has requested in trying to resolve this matter and get my money back to no avail. In the process of this dispute period SunTrust left my account in the negative and closed it as if I had done something wrong, never giving me an answer as to why my money was'nt given back and why the account was closed as well as asking me to pay the negative to bring the account current when I did not overdraw the account. This was fraud and I am being treated as though I am the criminal. Lastly, they have placed this fraudulent negative balance on my credit report. Please help me get this situation resolved and corrected. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30134
Submitted Via: Web
Date Sent: 2017-10-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: SunTrust mortgage did willfully and wrongly violate the rights of the Service member and protected spouse after they had invoked SCRA protection. This violation of Federal law by SunTrust has caused irreparable financial harm to the couple. Under the SERVICEMEMBERS CIVIL RELIEF ACT ( SCRA ) 50 U.S.C. App. 501-597b1 518. Exercise of rights under Act not to affect certain future financial transactions [ Sec. 108 ] Item 1, Item 3 and Item 5. They have also violated FDIC Rules, FDIC Compliance Examination Manual XXXX XXXX Page V11.3, Adverse Action An adverse report relating to the creditworthiness of the servicemember by or to a consumer reporting agency ;. SunTrust has reported to the three credit reporting agencies that for three consecutive months the mortgage payments were greater than 30 days late. Both documents protect the Service member and covered spouse from adverse actions by the creditor. Filing a report of three consecutive late payments greater than 30 days sends a strong message to future creditors these individuals are horrible credit risk. Attached is a brief from XXXX affirming the same, no adverse reports should be made while under SCRA protection. It is also very coincidental that this adverse action was posted at the same time a written request was made to remove PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have banked with Suntrust for over 7 years. I recently was a victim of a Debit card skimmer scam and ID theft.On XXXX XXXX, 2017 ; I had over {$2400.00} plus applicable fees taken from my account. The culprit transferred funds from my minor son 's ( XXXX yrs old ) savings account and went to an ATM in XXXX, FL and withdrew cash in two separate transactions. I have always lived in XXXX, Fl 4 hours away from where these transactions happened. I discovered the transactions and called my bank immediately! When the fraud claim rep. asked if I have the card, I replied " No '', for the simple fact that I had misplaced my card some where. But did not report it lost because I know it was somewhere in my purse or car NOT LOST or Stolen, I called back in less than 30 minutes to inform them that I indeed have my card. It was in my purse the entire time.I was told the process takes 10 business days to review. The case was then forwared to a " Fraud Investigator '' that asked me a total 5 questions. I explained to her that I never transferred the funds, never visted XXXX and that I live alone with my XXXX small children. I received the attached email saying my claim was denied, I was shocked. I called the investigator and she explained that my claim was denied because of " conflicting statments ''. I am the victim in this situation and my bank has an obligation to protect me and research throughly to determine if I was at fault or commited this fraud. You can not base a whole claim from my statement which at the time I gave was completely in shocked that all of my hardworking money is gone. Never did the investigator look into the phone transfer or location of the transactions. Now I must go through a up to 45 day appeal process, which still does not guarantee me my funds and provided supporting documentation, phone records and affidavits from family members. I have spoken to over 10 employees in this matter. Next step for me is to contact a Lawyer, because I need someone to advise me on how to get back what is rightfully mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2017-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I previously requested Suntrust to establish overdraft protection on my account when I received an overdraft fee in XX/XX/XXXX. They advised that it would be established. In XX/XX/XXXX I requested then received another overdraft fee of {$36.00} and they advised that the overdraft protection was not established as advised by the previous representative and they would confirm it corrected and waive the fee, the conversation occurred on XX/XX/XXXX. XX/XX/XXXX a transaction went through and there was n't enough funds to correct the transaction I was charged the fee and requested the fee to be waive and was advised that due to the fee they fixed in XX/XX/XXXX they were not able to adjust an additional fees on the account. Escalated to a supervisor who was unwilling to help or support on XX/XX/XXXX Requested to escalate further and she declined.
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: 2017-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: XXXX was advertised on XXXX XXXX based on my credit scores as a place to apply for an auto loan. My XXXX XXXX is well above good. I filled out the various pages on XXXX 's page to apply for a pre-approval. In a matter of seconds, they responded with a rejection and placed a link to XXXX for this loan. It is my view XXXX is a phishing link for XXXX, they had NO intention to approve a loan based on the instant rejection. I have not been rejected by other lenders, rather I get offers each day for auto loans. Their web-site has no phone number to call either, no one to speak to. It is not a credible loan servicing company in my view based on my experience with other lenders.
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: 2017-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX, 2017, I spoke with XXXX at the Insurance Center for Suntrust Mortgage Company for instructions regarding an advance payment received for flood damage to our home due to Hurricane Harvey. Please note that flood insurance is not required by the mortgage company. My husband and I purchased the policy on our own in an abundance of caution. XXXX informed me that because the check was over their policy limit of {$20000.00} I would have to mail the check to them, and they would in turn re-issue a check made payable to my husband and myself for {$20000.00}. He asked that I include the letter from the insurance adjuster indicating that this payment was an advance. Later that day I called back again for other information and I spoke with a lady who informed me that Suntrust was going to have a temporary site here in XXXX from XXXX XXXX, 2017 to XXXX XXXX, 2017 and that I could take the check there to have it endorsed. She gave me the address as XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, Texas and their hours would be XXXX XXXX to XXXX XXXX. On XXXX XXXX, 2017, I called the Insurance Center again to verify the temporary site address here in XXXX and XXXX informed me that I could not take the check to be endorsed there as the amount of the check was over {$20000.00}. She told me that I would need to mail it in and they would then process it and release the {$20000.00}. The remaining {$10000.00} would be kept by them. I was glad I called as I was not previously told this information and had actually planned to take off the next day in order to get the check endorsed. On XXXX XXXX, 2017, I sent the advance check from XXXX XXXX XXXX XXXX via XXXX XXXX to Suntrust properly endorsed by my husband and myself. Note that we had to incur an expense to get the check to Suntrust. On XXXX XXXX, 2017, I called to check on the status of the check and I spoke with XXXX. She informed me that the check was received and that it was being processed. She said it would be deposited into the escrow account and then Suntrust would be reissuing a check for {$20000.00} to my husband and myself. She explained that the entire process would take approximately three ( 3 ) to five ( 5 ) business days. On XXXX XXXX, 2017, I received a call from XXXX XXXX who was making sure I had received the package of documents required by Suntrust for when repairs begin on the home. I acknowledged receipt of the package and inquired about the the {$20000.00} advance check. She proceeded to tell me that I was given incorrect information by all of the representatives and that we would not be receiving any such funds. I then became very upset as she would not answer my question as to why the change in policy. She kept wanting to speak about the required paperwork. I asked to speak with a supervisor at which time she told me she would transfer me to a voicemail. I hung up and called back ( XXXX ) at which time I spoke with XXXX who looked up our account and she again informed me that they could not release the {$20000.00} because the check was for {$30000.00}. She asked me to write a letter at which time I pointed out that I sent had already sent a letter with the check. She allowed me to speak with a supervisor, XXXX ( sp ) who again explained the exact same thing. Funds can not be released and she again stated that the other representatives were wrong in telling me that I would be receiving a check for {$20000.00}. She did, however escalate my situation and submitted my request for the release of the {$20000.00}. Today, XXXX XXXX, 2017, I decided to check on the escalation of my request and I spoke with XXXX who informed me that my request was denied. Everyone I speak to keeps wanting to talk about documents when all along my reason for calling is for the release of the {$20000.00}. I was transferred to supervisor, XXXX XXXX, who again reiterated that the previous representatives gave me the incorrect information. She said XXXX was correct in telling me to get two checks for {$15000.00} each instead of the {$30000.00} as Suntrust would have endorsed those checks. But, because this advance came as one check, they are not going to release the {$20000.00}. I am confused and frustrated. We have no funds with which to begin repairs. We have been denied assistance by FEMA because we have flood insurance and have received no response on assistance from the Red Cross because although our home is damaged, we are still living there. I feel as though Suntrust lied to me in order to get me to release the funds to them. It seems that they change their policies as they see fit. Any communication with Suntrust I now want in writing. I do not trust them at all. Hurricane Harvey occurred at the end of XX/XX/XXXX and it is now almost the middle of XX/XX/XXXX, and our house sits damaged. There are six of us living on one floor with dust everywhere from bare floors.The doors downstairs all need to be replaced and all of the walls have holes in them. Part of our staircase is also bare. Their so called forbearance program is also a joke. They offered us no payment for three ( 3 ) months but we have to pay it all at the end of the three ( 3 ) months. Sorry, but I fail to see the how this is any type of assistance. There is definitely no comprehension for the nature of the disaster that occurred in XXXX. This is the first time we have gone through such a disaster and the first time we have suffered such a loss. We also are not behind on any payments to Suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2017-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Charge approximately % 2500- {$3000.00} per month on SunTrust XXXX . Typically pay in full and avoid interest advertised at 16 %. Left {$300.00} unpaid first of XXXX. XXXX statement included {$12.00} interest charge due solely to my leaving a {$300.00} balance the previous month. That is 51 % interest. I am aware that Supreme Court decisions have rendered state usury laws unenforceable. Burying a 51 % rate in indecipherable small print is no justification for robbing consumers however.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32606
Submitted Via: Web
Date Sent: 2017-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was the holder of three business accounts with SunTrust Bank until today,XX/XX/XXXX2017. I was approached by a person purporting to be XXXX XXXX of XXXX XXXX XXXX, a XXXX-based shipbuilding concern. XXXX XXXX sent a cashiers ' check that I was to hold in escrow as the broker of a transaction. Another party to the transaction called me and informed me that the check was fraudulent. I reported the fraud immediately to the FBI, the Federal Reserve Board, the FDIC, and SunTrust Bank. The check never cleared nor was it credited to my account. On XX/XX/XXXX, 2017, SunTrust acted to close all three of my accounts with them and seized all of my money and my clients ' money. I reported this to five different departments and agents of SunTrust, all of whom informed me there was nothing I could do to recover my legitimate assets and my clients ' escrow funds. To reiterate, the fraudulent check never cleared, nor was any sum forwarded to my accounts. I reported the fraud promptly, yet SunTrust still chose to confiscate all of my assets. As a result, I will likely be sued by my clients, lose my business, lose my home, and possible be indicted for mismanagement of client funds, all caused directly and proximately by SunTrust 's theft of my assets. If there is any recourse that I can pursue, I would love to learn about it, because I have lost everything I have, as have my clients. The money contained within my accounts had nothing whatsoever to do with the fraudulent check, nor is any of that money the property of SunTrust Bank. If I can not resolve this issue immediately, I will lose my home, my business, and everything I own. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21222
Submitted Via: Web
Date Sent: 2017-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In 2016 I purchased a property that we closed on in XXXX. I started the application process in XXXX with several different lenders while I was exploring options. It is my understanding that hard credit inquiries were to be grouped together if they were related to one event. So instead of my report reflecting one inquiry, it has seven separate inquiries which negatively affects my credit score. Would you please review the inquiries and group them so that they are correctly identified and related to this one financing event. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2017-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: First off, I would like to state that I am a XXXX XXXX who is currently unemployed due to a layoff. On Friday, XXXX XXXX, 2017 ; to my knowledge, my account was at a XXXX balance. I made a conscious decision to overdraft my account to pay for parking ( D.C. Parking mainly accepts card transactions ) in order to attend my volunteer position. After I completed my duties, I decided to submit {$5.00} to pay for my parking in order to avoid any overdraft fees. At this moment, I realized that there were some fraudulent activities on my account which caused my account to go into a negative balance which also included SunTrust overdraft fees. Immediately after, I called the bank to inform them of this activity and notified them that I made a transaction prior to knowing what was taking place with my account. The bank then informed me that they would look into the fraudulent charges and assured me that I would not get any additional overdraft fees for my parking charge. After about 5 business days had passed ( the estimated time told to fix the fraudulent activity ), I called for a follow up. The bank then told me that I was misinformed and that I am liable to pay the fees. Thus, I complained again. SunTrust told me, since I was misinformed they needed to have their research team clarify the recording in order to lift their fees off of my account. As a result, the banks research findings found me liable and now, I have to pay {$5.00} plus {$72.00} in overdraft fees. I do not have a job, I am currently looking for one. I live off of financial aid to carry me throughout my academic career. I am a hard worker, an XXXX XXXX XXXX Please help me. I do n't think its fair that I must paying {$77.00} for a parking spot when I am actually devoting what little time and resources that I have to the XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A