Date Received: 2017-09-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX our personal banker at SunTrust XXXX XXXX branch in XXXX Georgia in the spring of XXXX, led us to a very unethical builder by stating, " in my work here at the bank I hear the good and bad about many builders and I 've heard only good about the XXXX. '' We decided to follow her advice feeling her recommendation meant more than our friends. We also discovered that the XXXX were building her new home. Eventually we learned to late to help us that she knew this builder had left another elderly couple with liens and an incomplete home. In the fall of XXXX this couple actively looked for her about the builders so she would n't suffer a loss like they had. XXXX XXXX withheld this information from us and when first confronted denied knowing them. Originally our contract was with XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ) but just prior to closing on our construction loan a problem emerged with either a license or insurance and the father 's XXXX XXXX XXXX stepped in and we were asked to sign a new contract under that name. In XXXX XXXX SunTrust discovered XXXX had not renewed its license and allowed them to step in without a new contract. I 'm unsure if the XXXX submitted the original or if SunTrust did. Additional paperwork requested by SunTrust appears to have significant errors that were not caught. It listed the company as owned by XXXX XXXX XXXX XXXX ( mother ) 50 % each. At XXXX 's bankruptcy hearing he testified that he owned the entire company. Another issue with the bank, despite knowing various subs had not been paid decided to release all but 10 % of the loan to him equalling over 37K. XXXX XXXX stated in an email, " I have spoken with my manager about the exhaustive number of inspections that you have requested, she and I Have agreed that we will not order another inspection but will release funds up to 90 % '' earlier in the same email she stated, 'It takes a lot of work for a number of people involved to complete an inspection and release funds. '' At the banks suggestion we agreed and the money was handed off to XXXX XXXX. That was the last we saw of him. The bank, in my opinion, was more interested in saving themselves work then protecting us. In the end almost 100k was not paid out to subs, 5 liened us for approx 30K. We were forced to finish over 20 % of the house out of our retirement savings, another 70K and possibly more. Our foundation has significant cracks and a massive retaining wall is showing signs of failure. At XXXX XXXX 's bankruptcy hearing we were told that it is common for builders to pay off their last build with money from a current project. We feel that XXXX XXXX failed to tell us about the other couple in order to get hers completed. I have copies of all emails even one where XXXX XXXX stated she could not find another contract signed by us when in XXXX XXXX XXXX XXXX XXXX took over. SunTrust required us to pay off all liens and complete the home per contract. When they were, in our opinion, being a bit unreasonable with their demands and I complained in an email to XXXX XXXX about the advance and XXXX XXXX 's actions I was basically chastised for my tone. In the end the last 10 % was released to us but it was far short of what we needed to finish the home and pay off the liens. Carpet, granite, appliances, all sinks and faucets, permits, drawings, painting, dry wall repair etc. plus hundreds of hours of work my husband and I were forced to do on our own. I know that I ca n't blame this situation on my husbands XXXX coming back but the stress did not help Not only, in our opinion, did XXXX XXXX lead us into this horrible situation but SunTrust failed to protect us. We are both in our mid XXXX 's and never built a home before. 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: 30501
Submitted Via: Web
Date Sent: 2017-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-08
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Suntrust Bank opened several fraudulent accounts in my name by someone who stole my identity. I have made Suntrust bank aware that these accounts were opened as a result of fraud, but they have done nothing to resolve this matter. They are reporting to XXXX XXXX XXXX agency that I have had derogatory accounts with them, when I in fact have never had any accounts with Suntrust Bank. I was the victim of identity theft in 2010 and every since then I have had multiple bank accounts, credit card accounts, and other accounts established in my name by the person who stole my information. I have contacted Suntrust bank multiple times and made them aware of this situation but they have done absolutely nothing to resolve this. They continue to ignore my requests to remove these fraudulent accounts out of my name, and continue to defame my character by reporting this fraudulent information to XXXX XXXX XXXX when they know and have been told in writing, and by phone that these accounts are fraudulent. XXXX XXXX has also been made aware that these two accounts were fraudulent but they have done nothing to resolve this matter either. They tell me to contact Suntrust Bank, and I have done that countless times, but it is them that is reporting this fraudulent information to other creditors that is causing me not to be able to open accounts in my name. XXXX XXXX XXXX has informed me that they will not stop disseminating this fraudulent information unless Suntrust Bank tells them not to. Both Suntrust Bank and XXXX XXXX are complicit in defaming my character and ruining my ability to obtain banking products in my name due to these fraudulent accounts that were opened in my name with out my knowledge or permission. They have both been informed of this matter and neither of them have been willing to assist me in removing this fraudulent information from my names and this constitutes a violation of the laws that govern credit reporting. Account Number XXXX Routing XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Customer service at suntrust XXXX!!! They are scammers and liars who have absolutely no business being responsible for other peoples money!!! I have several questions that Ive been trying to get answers to for YEARS and suntrust has blatantly and repeatedly ignored my questions. COMPLETELY UNACCEPTABLE!!! I ask the questions because I deserve to know whats going on with my mortgage account and I expect customer service! 1. Why did a supervisor NEVER call me back last XX/XX/XXXXwhen I was told one would in 72 hours? 2. Why is my statement ALWAYS wrong after I pay the escrow shortage? 3. Why was I told last summer that the problem had been fixed and I would receive a CORRECT statement after I paid the escrow shortage? Why was I lied to AGAIN?? 4. What is going to be done in the future to prevent this from happening again? 5. Why is my escrow short every year?? This is not a problem I 've had with other mortgage companies. 6. Why was I blocked from posting on XXXX even though I did NOT use any profanity as suntrust claims?? I simply told the TRUTH about being LIED to. 7. Why does customer service at suntrust XXXX?? I should not have to file complaints with 6 different agencies to get customer service and even then I still have not gotten the information I 've repeatedly requested. The XXXX at suntrust are now trying to charge me a late fee for my payment in XXXX Thats XXXX!!!! They sent me wrong statements for 2 MONTHS and when I tried to make a payment online ON THE DUE DATE, the website would NOT let me make an additional principal payment. I sent an email through the website asking why I couldnt make an additional principal payment ( as Ive done every month for 4 years ) and while the auto response said I would get a response within 2 business days, its been over 3 MONTHS and Ive NEVER gotten a response. COMPLETELY UNACCEPTABLE!!!! Since I could not make a payment online and no one would assist me, I mailed my payment. If they were not so disorganized and unscrupulous in sending me incorrect statements repeatedly, my payment would have been on time as it has always been in the past. I should not have to pay a late fee for a perpetual problem created by the incompetent employees at suntrust and I want it removed from my account IMMEDIATELY! Severable months ago I had a voicemail from someone named XXXX who failed to provide his last name but claimed to be calling from suntrust. His voicemail did not say what he was calling in regards to but I have no desire to call someone who is seemingly named after a XXXX organization without having more information. If this is really a suntrust employee what is his FULL name?? What is his direct contact information?? What was he calling in regards to??? Why did n't he just provide the information in the voicemail??? On XX/XX/XXXX, I had another voicemail from another unidentified suntrust employee. She failed to provide her name at all, but knew mine and she failed to state why she was calling. Her voicemail told me to call back. Who am I supposed to be calling??? In reference to what???? I do NOT want these people calling me if they are NOT going to provide their FULL NAME ( FIRST AND LAST ) and their DIRECT contact information. This is completely unprofessional!!! How do I finally get answers to my questions and customer service from suntrust and XXXX XXXX??? I 've been trying unsuccessfully for 4 years and it 's completely unacceptable. These idiots have no business being responsible for other people 's money!!!!! And I do NOT want them handling my mortgage anymore!!! Its time for them to sell it to a REAL mortgage company!!!!
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: 2017-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I closed a Suntrust Business ( Control account ) due to the following issues. I could never access my account online and I could never keep up with the balances and payments due to waiting til my statement closed to get a bill in the mail. There was no way to call to get a balance because it was not accurate, the online info always had an inaccurate balance reflected. I paid the account off in XXXX for {$7300.00} and closed the account effective immediately. I later received a statement with a credit balance of approximately {$80.00}. I called SunTrust to get a check sent effective immediately, they told me it would take 60 to 90 days to issue a check. This is unacceptable, because the reverse of this would not allow me to make a pymt 60 to 90 days late. I want my money that was sent. Why does this take so long to give me my money that I over paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Suntrust has denied me my home equity line of credit. I have been on time with my Mortgage since XXXX with no late payments. My annual income is XXXX. I do n't know why they wo n't let me have my home equity line of credit. I am XXXX XXXX XXXX, which i 'm around the right age to get my home equity line of credit and to have my house paid off to where I can have more of my income each month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2017-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I called SunTrustin order to find out my balance and was told that I still have {$90.00} in my account. So i charged {$63.00} and incurred two overdraft fees because the {$90.00} was apparently incorrect. could you help in this case? thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2017-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Customer service at suntrust sucks!!! They are scammers and liars who have absolutely no business being responsible for other peoples money!!! I have several questions that Ive been trying to get answers to for YEARS and suntrust has blatantly and repeatedly ignored my questions. COMPLETELY UNACCEPTABLE!!! I ask the questions because I deserve to know whats going on with my mortgage account and I expect customer service! 1. Why did a supervisor NEVER call me back last XXXX when I was told one would in 72 hours? 2. Why is my statement ALWAYS wrong after I pay the escrow shortage? 3. Why was I told last summer that the problem had been fixed and I would receive a CORRECT statement after I paid the escrow shortage? Why was I lied to AGAIN?? 4. What is going to be done in the future to prevent this from happening again? 5. Why is my escrow short every year?? This is not a problem I 've had with other mortgage companies. 6. Why was I blocked from posting on XXXX even though I did NOT use any profanity as suntrust claims?? I simply told the TRUTH about being LIED to. 7. Why does customer service at suntrust XXXX?? I should not have to file complaints with XXXX different agencies to get customer service and even then I still have not gotten the information I 've repeatedly requested. The XXXX at suntrust are still trying to charge me a late fee for my payment in XXXX. Thats XXXX!!!! They sent me wrong statements for 2 MONTHS and when I tried to make a payment online ON THE DUE DATE, the website would NOT let me make an additional principal payment. I sent an email through the website asking why I couldnt make an additional principal payment ( as Ive done every month for 4 years ) and while the auto response said I would get a response within 2 business days, its been over 5 MONTHS and Ive NEVER gotten a response. COMPLETELY UNACCEPTABLE!!!! Since I could not make a payment online and no one would assist me, I mailed my payment. If they were not so disorganized and unscrupulous in sending me incorrect statements repeatedly, my payment would have been on time as it has always been in the past. I should not have to pay a late fee for a perpetual problem created by the incompetent employees at suntrust and I want it removed from my account IMMEDIATELY! Severable months ago I had a voicemail from someone named XXXX who failed to provide his last name but claimed to be calling from suntrust. His voicemail did not say what he was calling in regards to but I have no desire to call someone who is seemingly named after a XXXX organization without having more information. If this is really a suntrust employee what is his FULL name?? What is his direct contact information?? What was he calling in regards to??? Why did n't he just provide the information in the voicemail??? On XXXX XXXX, I had another voicemail from another unidentified suntrust employee. She failed to provide her name at all, but knew mine and she failed to state why she was calling. Her voicemail told me to call back. Who am I supposed to be calling??? In reference to what???? On XXXX XXXX, the SAME unnamed XXXX woman called AGAIN. I recognized her voice so I know it was her. The message again had no reason for calling, just telling me to call suntrust. I had ANOTHER call from them on XXXX XXXX, but no voicemail. This is bordering on HARASSMENT if they 're just going to keep calling without even leaving a PROPER voicemail. I do NOT want these people calling me if they are NOT going to provide their FULL NAME ( FIRST AND LAST ) and their DIRECT contact information. I do n't understand why this is such a difficult concept for them to grasp but it 's completely unprofessional!!! How do I finally get answers to my questions and customer service from suntrust and XXXX XXXX??? I 've been trying unsuccessfully for 4 years and it 's completely unacceptable. These XXXX have no business being responsible for other people 's money!!!!! And I do NOT want them handling my mortgage anymore!!! Its time for them to sell it to a REAL mortgage company!!!!
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: 2017-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: SunTrust bank did not pay out the SunTrust deals.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22903
Submitted Via: Web
Date Sent: 2017-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, VA XXXX. Misappropriation of government funding and income tax fraud with the XXXX at XXXX XXXX located on XXXX XXXX XXXX, XXXX, VA XXXX. Construction materials audit fee of {$120000.00} to track materials used for the community. Insurance agent fee with XXXX XXXX in the amount of {$130000.00}.
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: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: in XXXX I was persuade and pressure by XXXX XXXX XXXX of SunTrust bank in XXXX XXXX NC located on XXXX XXXX ...., to open up a checking account ... we spoke for about 45 minutes and I discussed with him the needs I had, and why I would only open up another checking account with any bank even SunTrust, and that was specifically the need to cash paper checks and have funds available immediately ... ... point blank ... we went over this point carefully, that. 1. can I cash a paper check at the atm, and withdraw money immediately, and that I needed over draft protection. Which he offered, and said he was setting up. Which I found out later that was a lie also, as well as the ability to cash checks immediately also and withdraw at the atm..and that I would not be charged a statement fee. If I use my atm card 10 times a month ... which I found out to be untrue also ... ..so I attempted to cash a check at the atm and withdraw money ... XXXX XXXX 2017 at XXXX while the bank was still open ... the atm machine prompted me that it had cashed my check and accepted it ..as I attempted to withdraw some cash it prompted me that would be allowed to withdraw cash as a one time courtesy but then later told me funds were not available ... so I entered the bank and inquire ... I spoke with XXXX XXXX..and explain why there were so many misconceptions with my account. He, ( XXXX XXXX ) begin to explain them off ... .as if we never discussed these items when we open up the account ... .none were true..and it was just attempt to get me to open up an account to just generate addition fees for the this bank ... and attempt to have my social security and county benefits directly deposit to sun trust, ... all by informing me fraudlently at the initial account set up ... SO I CALLED THE XX/XX/XXXX POLICE, XXX, AND MADE AN OFFICIAL REPORT OF THIS TYPE OF FRAUD ... SO I WAS PROMPTED BY THE NC BANKING COMMISSION THAT YOUR AGENCY IS WHERE I SHOULD LOGDE MY COMPLAINT ... ... IF, SO, I AM DOING SO NOW ... I also feel that he discriminated against me simply because I was not a typical ( XXXX ) and because I was XXXX and my money is received from a public source ..mainly social security. And he lied to get me to open up this account be telling me he was offering these benefits. And setting them arm at the initial account set up. When in fact he was doing no such thing..in all hopes to generate fees towards the bank and ruin my credit ... FRAUD ALL OUT FRAUD ... WHEN XXXX OF XXXX ARE OFFERD THESE ACCOUNT SET UP IMMEDIATELY..BUT NOT THE GENERAL PUBLIC ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A