Date Received: 2017-09-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I contacted Suntrust Auto Dealer on XXXX/XXXX/XXXX and asked them why they accessed by credit file on XXXX/XXXX/XXXX and why they have put a Hard Inquiry on my XXXX credit file without my authorization, I did not get any help from them.
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: 2017-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-18
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My father, XXXX XXXX XXXX, opened a savings account online with SunTrust located at XXXX XXXX XXXX XXXX, XXXX, GA XXXX, P : XXXX. He did not submit a signature card to complete his application at SunTrust. My father is now XXXX as of XX/XX/XXXX and had no will nor assigned a beneficiary for his savings account or other assets. In agreement with my family then applied and received a Letter of Administration from XXXX County Probate Court to manage his estate. XX/XX/XXXX I brought my certified Letter of Administration paperwork in addition to my fathers certified XXXX XXXX to the XXXX XXXX XXXX XXXX Branch and spoke with XXXX XXXX, the SunTrust Teller on XX/XX/XXXX at approximately XXXX. XXXX XXXX took my paperwork and advised me that since my father did not submit a signature card, she will fax my documents to the legal department for review. I advised her that I lived in New York and could she please communicate with the legal department to inquire if I needed to complete anything else before I left the state. She refused and said that I would have to wait to hear back from the legal department and she had no idea of when that would be. I then called the SunTrust Customer Service Line and advocated my position. The representative asked to speak with XXXX and resulted in no further information on turnaround time or additional documentation that may be requested. XX/XX/XXXX I called the SunTrust customer service line to inquire about the status of the account and I was advised to contact XXXX at the branch. The customer service representative called for me as a courtesy and advised me that XXXX was not in. The representative went on to say that I needed to call the local branch repeatedly and bypass the option to leave a message with the manager until I got through to the branch. XX/XX/XXXX On Thursday, XX/XX/XXXX, after calling repeatedly for an hour, I got through to XXXX who advised me that she hadnt heard back from the legal department. I asked her to call them and advise me and she said that she would and return my call by days end, so I gave her my cell number. XXXX still has not called me with an update.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2017-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Modification Scam, XX/XX/XXXX. We wanted to modify our Mortgage with Suntrust, our interest rate was crazy and we needed help. We paid XXXX XXXX XXXX XXXX XXXX, Lawyer, XXXX XXXX to modify our loan. They received {$3500.00} in payment from us. On XX/XX/XXXX, {$1700.00}, and on XX/XX/XXXX, {$1700.00}. Will provide copies upon asking, the checks have all our information on them. https : //www.justice.gov/usao-cdca/XXXX We were told by our representative XXXX, it would take 3 months and if we werent satisfied we could get our money back. We contacted them after 3 months telling her we werent comfortable not paying our mortgage and we wanted out, and she assured us it was just heavy volume and everything would be fine. They kept telling us not to bother the bank that they were working on it. XXXX XXXX is due to serve 284 years in prison. We then contacted Suntrust in XX/XX/XXXX and were told that they had not been contacted by the Company that was respresenting us. We started procedures to get a loan modification with Suntrust. We went thru two years of trial payments. The paperwork shows it should have been 3 trial payments. The XXXX Funds Suntrust had been provided were suppose to assist those who had been scammed in the modification scandal. We made monthly payments that we were told, would be broken down into principle, interest and escrow fees if we paid our trial payments. Once the modification was complete they would apply the money we paid during those trial payments to this allocation. After 2 years they told us that the trial modification period was complete. I spoke with XXXX in loss mitigation who would not help. We were able to fax info to XXXX XXXX at XXXX XXXX. Who was supposed to be a Specialist and was consulting with his Supervisor. I was mediating between our lawyer and Suntrust who kept telling us we needed to have a specific form signed by the lawyer who kept telling us it was the banks responsibility. As per their instruction, I contacted them twice a week for months to keep track of the loan. I have names and dates. I would be on hold for 40 minutes to an hour at a time, I was told something different by every person I spoke with. In XX/XX/XXXX I was told by one of the agents that the modification was complete. We rejoiced. However, it wasnt complete. The next month we received a bank statement saying we owed back payments of {$700.00} per month for every month we had paid for 2 years and added it to our loan. They had completely dropped the whole process. After many phone calls and XXXX XXXX trying to help me, I was told there was nothing she could do. They told us we had to start all over. So to keep the house, we started all over with their trial payments. With XXXX XXXX XXXX 's as our representative. She took us thru the next phase of We went on for another year of this with different payment adjustment. In XX/XX/XXXX they offered us another 3 month trial payment, with information it says that they would determine once we qualify. Which lasted another year. ( See attached form with her name on it. ) Where is the money we paid Suntrust in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX? What was the initial XXXX Program suppose to do for our loan beginning in XX/XX/XXXX when we contacted them? See attached Mtg Int. Statements. I was unable to locate XX/XX/XXXX, on our tax statement in shows we paid the interest. In XX/XX/XXXX, Suntrust said they did n't have a copy of XX/XX/XXXX for me. Finally in XX/XX/XXXX We were allowed to modify our loan. Suntrust accrued {$33000.00} to our loan along with other fees totaling {$34000.00}. After making 3 years of payments at approximately {$2000.00} a month, where did that money go. We owed so much more after paying for 4 years than was even possible. In XX/XX/XXXX, we received a settlement from XXXX XXXX thru Suntrust for {$16000.00} between my husband and I. We are required to pay {$3800.00} in taxes on this supposed settlement that ended up being counted as income. They did n't compensate us for what they have done to our Mortgage Balance. If needed I can send copies of the XXXX Paperwork, they didnt qualify us under Refund portion of excessive capitalized interest, I dont know what is available to us, as I see that the XXXX payment program is ending after this month, I believe that we should at least have what the original XXXX program should have offered from the beginning and all the added monthly balances and interest that we paid, along with any payments missed should not be our responsibility and should be deducted from our Mortgage Balance. This past month I asked Suntrust for my transaction history for this time period and they said they dont have it. I have my bank statements and copies of the checks are available thru my credit union. I would so appreciate if someone could look at our Mortgage History thru Suntrust and before the XXXX Funds are retired the end of XX/XX/XXXX, we could have these back fees and interest fees removed from our loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90712
Submitted Via: Web
Date Sent: 2017-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-16
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I am the co-borrower of the loan with Sun Trust. The originator of the note is XXXX XXXX who is protected by bankrupcy. I have made all the payments on this note. I live on a fixed income and always are a few weeks late due to the fact that XXXX comes the third of the month. I have requested that Sun Trust refinance it in my name with my check each month as collateral. I spoke to the XXXX Sun Trust Officer last month and she says nothing, but to go to another bank. In the meantime, I am paying interest that are in excess of 40 %. Sun Trust refuses to renegotiate this loan and it is costing me late fee 's and unreal interest. I have spoken to them on a dozen situations but they are not willing to help. I will end up paying {$30000.00}. for a XXXX dollar truck and that is not fair. XXXX XXXX the originator of the loan is protected by Bankrupcy and I have not had a payment history of any kind in more then a year now, no statements, nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21801
Submitted Via: Web
Date Sent: 2017-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/XXXX I made a cash deposit before I purchased a rental car due to mine being flooded from Hurricane Irma. That deposit has disappeared and left me with a negative balance that I worked hard to avoid. I receive overdraft and returned item fees regularly from SunTrust and am trying to avoid more. I have been unable to make any purchases including lunch and my XXXX XXXX was declined payment due to this. I deposited {$300.00} to a teller at a branch in XXXX, SC and now I have a negative balance. I am going to incur an additional fee from XXXX XXXX. Due to the transaction not being paid on time when they tried to run it. I contacted SunTrust XX/XX/XXXX and they said they are having an issue with deposits and that there is nothing they could do. I ask that they reactivate my overdraft and guarantee that all transactions will be authorized ( I am told I have reached my limit ) or return any recently imposed overdraft or NSF fees which SunTrust refuses to do. SunTrust has left me with a negative balance and the only thing they can tell me is we are sorry and working to resolve it. I have no money available and no temporary authorizations are available. Whenever I am in trouble with the bank I never receive any sympathy and am given significant fees without any offer of forgiveness but I am expected to forgive them for having a banking issue. Transactions are reordered so that items are returned and fees imposed. In this situation I worked hard to avoid a negative balance and am still given a negative balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried to make my mortgage payment online as I 've done for the last several months, but there was no option to make a one time payment. I have no idea why, but that means I have to mail a check so now it 's going to be late. I want to make sure I 'm not charged ANOTHER late fee for something that is n't my fault. Their website just needs to work properly so I could have made my payment on time. This is completely unacceptable!! I sent ANOTHER message through the website that is supposed to be responded to in 2 business days. Mine have all been IGNORED in the past so I expect a response to this one from someone with a first and last name and a direct phone number. All the annoying phone calls from people with no name who do n't bother to say why they 're calling is completely unprofessional and needs to stop immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please consider this correspondence to be formal notice that our mutual client is hereby submitting a complaint regarding the denial of loan modification because your company failed to provide the required notice of additional required documents within five ( 5 ) business days in violation of Regulation X, 12 C.F.R. 1024.41 ( b ) ( 2 ) ( B ). Therefore this client 's application was entitled to be treated as facially complete pursuant to Regulation X, 12 C.F.R. 1024.41 ( c ) ( iv ). The lender was provided all docs needed for the loan mod review to be completed and are refusing to complete the review - the lender has also not allowed the time needed to appeal any decision of the review that is required by REG X
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On Wednesday, XXXX XXXX, XXXX, I spoke to a representative at Suntrust Bank who identified himself as XXXX a supervisor. I was concerned about the many {$36.00} charges to my account, I was told that on XXXX XXXX, XXXX I had a balance of {$230.00}. He also told me that a charge came in on that day from XXXX XXXX for {$19.00} and that amount was put on hold making my balance {$210.00}, afterwards there were other charges of - {$10.00}, balance of XXXX, then - {$25.00} with a balance of {$180.00}, then - {$56.00} leaving a balance of $ XXXX.Now here is the problem, I used the phone app which showed a balance of {$79.00} and withdrew {$60.00} which showed I had a balance of {$19.00}, I then made a purchase {$1.00} and there was a charge for {$7.00}. From my app these charges did not constitute an overdraft, however when I logged back in I found that the all transactions except the {$56.00} debit was charged a {$36.00} fee. My sincere concern is this, if the {$19.00} charge came through on XXXX XXXX, XXXX and the amount was subtracted to change my balance from {$230.00} or {$230.00} to {$210.00} and we continue to deduct the transactions from that balance that when the {$19.00} finally showed up on the account as a transaction on XXXX/XXXX/XXXX it should not have been charged a {$36.00} fee because the amount was already put on hold and deducted from the original balance at the time it was presented. My concern here is that if you put funds on hold and deduct it from a customers account you ca n't post it later as an NSF to get excess fees. It appears also that from the banks prospective even though I saw on my app that there was {$79.00} in the account and there was only {$59.00} when I made my ATM withdrawl, I was charged {$36.00} because I was {$0.00} short. After this series of charges anything else that came in, Suntrust just charged {$36.00} at will. I charge them with intent to defraud. Please advise and look into their banking practices. My account number is XXXX and the routing number is XXXX. You do have my permission to gain access to this account for your reviewing purposes. Regards, XXXX XXXX XXXX, # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-14
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: XX/XX/XXXX Audit Charge-off ( uncollectible debt ) with Virginia Department Housing Authority in the amount of {$1.00} XXXX dollars for property address XXXX XXXX XXXX, XXXX, VA XXXX with an appraisal value of {$110000.00}. Please reference IRS Valuation Form 843 for debt in the amount of {$64000.00} ( XX/XX/XXXX to XX/XX/XXXX ) dated XX/XX/XXXX. No escrow is due to debtor XXXX XXXX XXXX. Unpaid property taxes since XX/XX/XXXX per IRS tax lien document received on XX/XX/XXXX with an expiration date of XX/XX/XXXX due to property abandonment. Charge-off ( uncollectible debt ) with sold boutique at XXXX XXXX XXXX in the amount of {$400000.00} on behalf of Suntrust, XXXX XXXX XXXX, the OCC, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: When I discovered I was a victim of identity theft, I ran my credit reports and began disputing the fraudulent hard credit inquiries on my report. A person posing as me, using my social security number applied for credit with SunTrust Bank on XXXX XXXX, XXXX. I disputed the hard inquiry with XXXX immediately and contacted SunTrust in writing and received a written response dated XXXX XXXX, XXXX indicating they received my dispute. I received a second letter dated XXXX XXXX, XXXX informing me that they have researched my account and have determined the account is being reported accurately. I wrote them a second time explaining that I never have applied for credit and they 're providing inaccurate information to credit bureaus. Both times I also included a copy of my FTC Identity Theft Report and proof of my identity. Having failed to accomplish anything productive via mail, I called the number provided in the letters SunTrust sent me, XXXX. After nearly 20 minutes on hold, I spoke with a man named XXXX I think. He did n't speak his name clearly. I explained I was the victim of identity theft and SunTrust was inaccurately reporting a fraudulent hard inquiry. I asked what it will take to get it removed from my credit history. He seemed to have not listened to anything I said because he kept talking about the money I owe them and I will have to pay it. I explained that my niece used my social security number to apply for credit with SunTrust without my knowledge or permission. XXXX then told me that since I admitted I knew who did it, he ca n't help me. He either can not or will not actually listen to what the customer has to say. I told him I wanted the documentation they have for the application so I could take it to my local police department as evidence. He told me that he does n't have to do anything. He became belligerent and rude with me. When I told him I was recording the phone conversation, he hung up on me. I called back and was able to speak to a gentleman named XXXX. I explained the situation again and he gave me a different number to call, XXXX. I 've called this number three times and have n't been able to speak to anybody. The first two times, I was forwarded to a full voicemail box and instructed to call back another time. Today, XXXX XXXX, I was able to leave a voicemail but have very little confidence I will receive an acceptable response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ND
Zip: 58078
Submitted Via: Web
Date Sent: 2017-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A