Date Received: 2017-08-03
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: SUNTRUST BANK is charging business owners {$75.00} to make payroll changes for employees that are paid with paper checks. I 've asked on numerous occasions if this is their policy and if so, please provide proof. They have yet to do so.
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: 2017-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Good Afternoon, Re : Marketing offer never received : 4 months ago I opened up an account in Suntrust Bank the location in XXXX XXXX, Fl It is near a place where I do contract work and they do direct deposit. I had an offer for a new account that offered {$200.00} after 90 days of opening a new account and having direct deposit and a min of XXXX the checking account would receive the deposit. I went over to the branch and asked if I can open the account or had to do it online. The lady that attended me said it was not problem. She said She would do all the paper work for me and after 90 days I would received the {$200.00} deposit. Well its been 120 days now and I have asked and they are always giving me the run around. There was also a man complaining at the branch when I went also with the same issue. I asked to speak with the manager but they would never let me talk to him. I called the XXXX # and put in a complain and they told me that I did not open the account correctly. I explained that the branch opened the account and I was told everything was fine no problem that I would received the {$200.00} in 90 days. I keep getting the run around, I complained again and was contacted by a lady named XXXX from the XXXX # and she explained that at the time I opened up the account 2 offers were going on. 1 for Branch and 1 for Online accounts. She explained that the manager would take care of this for me and I would receive my money since it was not handled appropriately. Since then the manager contacted me 2 weeks ago and said he was very busy and would call me the nest day. I have not heard from anyone and every time I call they are very unprofessional and give me the run around. I have other banks I use and I have never experienced this type of customer service before. I left several messages with the manager and never receive a call back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33175
Submitted Via: Web
Date Sent: 2017-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I would like to dispute all credit cards and lines of credit on the auditing report ( CFPB report XXXX ). The Underwriting Formal disclosure is now notarized with the SEC, effective XX/XX/XXXX report number XXXX. I would like to dispute all activity with Suntrust since XX/XX/XXXX. I am seeking restitution for all items purchased and for all information that has been forged without my consent. I would like to report Suntrust for soliciting with XXXX, XXXX, and www.homesnap.com. Suntrust has also attempted to refinance my property in the amount of {$110000.00} along with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX property ID XXXX which is a violation of the Home Settlement Act ( XXXX XXXX penalty, total penalty {>= $1,000,000} ) Two of the three entities have been reported to XXXX on XX/XX/XXXX ( the eviction date of the tenants for my home property located on XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX property ID XXXX ). Please do not accept any scanned documents from XXXX XXXX, XXXX XXXX, any individuals with the City of XXXX ( specifically the deed that is registered with XXXX and XXXX XXXX dated XX/XX/XXXX with an interest rate of 3 % ). Documents have been forged in my name since XX/XX/XXXX with my Driver 's License that is not in my possession along with my outdated social security card. I am using my VA Identification card that was issued on XX/XX/XXXX for identification purposes along with my social security card that was ordered on XX/XX/XXXX by the Social Security Administration which matches the numerical part of the address of one of my entities. Please do not allow any additional fraudulent activity with outdated documents. XXXX XXXX has an additional liability of XXXX XXXX of XXXX XXXX and denial of business account access which is a total liability of XXXX XXXXXXXX which leaves the banking institution with a net asset of XXXX XXXX. XXXX XXXX could be overestimated their assets. There should be no more available funding with XXXX XXXX XXXX due to the banking institution being a failed institution for assisting consumers with mortgage-backed securities fraud. This deception has been reconciled on my auditing proposal with an amendment to the Better Care Reconciliation Act, Title X violations with XXXX XXXX and XXXX XXXX. Please reference the Underwriting Formal Disclosure. After XXXX XXXX XXXX 's base pay is {>= $1,000,000} ( net {>= $1,000,000} for mortgage fraud ). The Employees/Payroll Account Number XXXX will be the liable account for payroll of XXXX XXXX XXXX XXXX : employee payroll of {$460000.00}, abstract of title cost for my property XXXX XXXX XXXX, XXXX, VA XXXX in the amount of {$270000.00} ( the City of XXXX has been billed for this liability also due to financial deception ), insurance cost of {$20000.00} ( fee for my banking seminar in the amount of {$490.00} ) will leave a remaining liability of {$14000.00} which can be derived from replacing the building cost of {$290000.00}. However, XXXX XXXX XXXX will have to pay for the building with her salary which will leave her with an asset amount of {>= $1,000,000}. The remaining asset funding of XXXX XXXX 's XXXX is {$14000.00}. Upon cease of XXXX XXXX, she will receive a 70 % pay increase in the amount of {$370000.00}. The remainder of {$160000.00} will be given after 90 days of non-solicitation. Please correct the date for cash solicitation on CFPB XXXX. The effective date is XXXX as listed at the top of the document. Please increase the credit limit for the credit card that has been requested with XXXX Bank in the amount of {>= $1,000,000}. Please increase the credit limit for the credit card that has been requested with XXXX XXXX in the amount of {$270000.00} due to a collateral violation with XXXX and the City of XXXX. There was a {$20.00} adjustment to the investment portfolio of my entities to reconcile all accounts that have practiced deception with Suntrust. Total assets of my investment portfolio {>= $1,000,000} which are not to be reported by any individual or entity on XX/XX/XXXX tax returns. I would like to note the requested XXXX proceeds of {>= $1,000,000} minus XXXX XXXX XXXX 's payment of {>= $1,000,000} due by XX/XX/XXXX equals {>= $1,000,000} ( the amount of the class action suit issued by Apple with my credit information that has been revoked by the City of XXXX due to misappropriation of government funding and 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: 2017-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-02
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Suntrust Mortgage is incorrectly reporting information for Account XXXX in my name, XXXX XXXX This account relates to a mortgage that I cosigned for in XX/XX/XXXX for my mother XXXX XXXX This was a second loan ( approximately {$10000.00} originally ) on a property and was original purchase money and located in XXXX, AZ. In the fall of XX/XX/XXXX this loan went into default and the property was foreclosed on in XX/XX/XXXX. At that point in time per Arizona ant-deficiency law, we were no longer liable for any deficient amounts left after the foreclosure sale. Suntrust has continued to report misinformation. Currently, this account shows a charge off on XX/XX/XXXX that is negatively affecting my credit. This mark and anything after XX/XX/XXXX should be removed as I was not liable for any amounts after XX/XX/XXXX ( and therefore not liable to receive additional negative credit ). After multiple attempts at contacting XXXX and Suntrust Mortgage and hours of hold times with Suntrust, I have not been able to resolve this on my own. Suntrust Mortgage has also hung up on me twice over the years trying to resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85383
Submitted Via: Web
Date Sent: 2017-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-02
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I have things on my credit that have been handled through my bankruptcy which still shows up on my credit with all 3credit bureaus and also my bankruptcy still shows up even after knowing that the new law says it should not I have did so much to get things in order but the creditors nor collection not working with me
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: 2017-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX a fraudulent transaction was made for {$.00} followed immediately by a {$2800.00} fraudulent transaction in our SunTrust bank account on our debit/check card. This fraud pattern is a fairly typical pattern and should be detected easily. SunTrust has inadequate fraud controls which failed to detect fraud on these transactions despite the fact that I had called within the past two weeks to provide them with my location ( vacation in Florida ) for the time period in question ( these transactions were not typical for my account and were not made in the location I had provided to SunTrust for my location over two weeks beginning on XXXX/XXXX/17 ). The small and large fraudulent transactions which SunTrust controls failed to detect was caught by three channels all of which are not named SunTrust. Thankfully XXXX, XXXX, and my wife watch our accounts and detected the anomalies. We notified SunTrust of the activity ( they still had not identified any issues ). After notifying SunTrust of the issue and of their inability to detect fraud they have refused to make the funds available while they research which will take 10 business days. The issue there is that I am on a family vacation for only 4 more days. I do not know how they could pass any credible audits on their control infrastructure to ensure appropriate controls are in place to protect their customers from fraud. Additionally, their failures to protect customer accounts from the most basic fraud patterns result in the consumer bearing the financial burden of Suntrust 's failures as a bank. Customers should be aware of these policies ( takes up to 10 bus days to replace funds made fraudulently ) prior to opening accounts so that they can make informed decisions on the burden they will most assuredly bear at some point due to Suntrust 's inability or incompetence with respect to designing fraud controls. This issue also calls into question Suntrust 's core values. At best they are not adhering to any core mission value that focuses on doing the right thing or at worst, SunTrust does not have a core mission value aligned to doing the right thing. Also of concern in an incidental observation while talking to 1 of 4 representatives, supervisors, and managers, was that SunTrust requires that their employers provide their first and last name to customers calling in versus providing an operator id thus resulting in the representatives being forced to provide API ( associate personal information ) which should be protected. All of this brings into question the ethics, competence, and policies of SunTrust with respect to its customers and employees. Going back to the original fraud issue which SunTrust should bear the burden of considering their fraud controls failed, despite multiple calls over the course of the day I am being told that I have to wait 10 business days to have access to the funds which were stolen from my SunTrust account. This will impact my annual vacation and potentially create many other issues however my larger concern is that SunTrust is not competent to manage customer accounts and does not have adequate fraud controls deployed and I can only assume due to the level of failure in this space that there are similar control design/implementation failures that may exist in other acquisition and/or customer management functions.
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: 2017-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I enrolled in an " SunTrust Deal '' with my eligible SunTrust debit card linked to my checking account for XXXX XXXX XXXX during the first week of XXXX of 2017. The terms stated " Offer expires XXXX/XXXX/2017. Must make two separate transactions with XXXX XXXX XXXX on wireless products or services of at least {$15.00} on the card associated with this offer by XXXX/XXXX/2017. Your {$75.00} cash back is earned within 30 days after making your second transaction. See offer details. Taxes, fees, other charges & restrictions may apply. Add'l speed, usage, and other restrictions apply. See plan details. Offer valid one time only. '' I placed one transaction on XXXX/XXXX/2017 and one on XXXX/XXXX/2017 ; both for {$16.00} each. I waited the 30 days after the second transaction and when the {$75.00} cash back did n't post, I used the online chat feature to contact customer service. XXXX told me that " I have researched this and am showing that any rewards earned in XXXX will not show until XXXX/XXXX/17 at the latest. So After processing on XX/XX/XXXX, if the reward is not there the morning of XX/XX/XXXX, please chat or you can call Online Banking at XXXX and we can go from there but we are not able to escalate because it can show up until XX/XX/XXXX. '' I waited until after the first week in XXXX and the {$75.00} cash back still did not post so I mailed customer service on XXXX/XXXX/17 and XXXX said " your rewards will be credited to your preferred account usually within eight weeks from the date of your purchase. '' I waited 9 weeks and it still had not posted. On XXXX/XXXX/17 I called customer service. I was transferred to 4 different people, one in which, named XXXX, said she was having computer issues and said she had to put me back into the queue where I had to wait another 20 minutes to speak to the next person. In total I was on the phone, mostly on hold, for an hour and a half. Finally the person I spoke to said that they spoke to their supervisor and they said to wait until the XX/XX/XXXXand the {$75.00} will post then. I checked my account today, XXXX/XXXX/17 and it still has not posted. Based on this experience I am not impressed my SunTrust 's customer service and I am astonished by all the hoops that one has to jump through to receive their cash back on these " SunTrust Deal 's ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34202
Submitted Via: Web
Date Sent: 2017-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-01
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: On XXXX XXXX, 2017 I closed an account at SunTrust Bank - XXXX XXXX XXXX branch ( # XXXX ) by having the funds wired to two separate entities. I was told the bank charged {$35.00} per wire, so the total amount wired was {$70.00} less than the balance. The banker wanted to directly debit the account for the wire fees rather than accept my cash payment for them. I subsequently received numerous dunning notices from the bank - initially for {$30.00} and then for {$30.00} and additional fees. I contacted the XXXX number and was told that the additional fees were in error - should not have been charged since I closed the account. The person ( an attorney ) on the XXXX number could not tell me what the {$30.00} was for, and instructed me to go to branch. I managed to take time off from work and I went to the branch where an officer told me that she would have to research the issue. Within a few hours, I emailed her copies of the wire receipts, told her that I considered the matter closed, that I did n't owe the bank any money as they had collected {$70.00} upon closing the account, and that I expected a written response to that effect. I followed up with her a week later since I had n't heard anything and then received an email from XXXX XXXX, Personal Banker III who said I needed to bring in {$30.00} because the BANK should have charged me {$50.00} per wire, not {$35.00}. So, the people who had all the control, and all the information made a mistake and are demanding that I make up for it. If I bought bananas at the grocery store that were mis-marked, I would pay the stated price ... Why am I forced to take all this time, effort, and energy to rectify their mistake? And do n't get me started on a {$35.00}, let alone a {$50.00} fee for wiring money to domestic banks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2017-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX XXXX, 2017 I fell behind on my mortgage payments in the amount of XXXX XXXX because of an increase in my monthly HOA dues and a temporary reduction in my household income. On XX/XX/XXXX, I submitted an application to my lender, Sun Trust Bank requesting options that might be available to help assist me with bringing my loan current. I asked the bank if they could temporarily give me time to pay my monthly payments and if they were willing to forebear some of delinquent amount until I am able to bring my account current. In the interim, the bank continues to charge me late fees and other assessments thus making it harder for me to catch up. It is has now, XX/XX/XXXX, nearly 90 days and the bank has n't offered an alternative resolution or any assistance. Instead, I have been getting the runaround from its Home Preservation Department ; they are ones responsible for expediting my paperwork. They constantly make threatening and harassing phone calls and keep telling me documents are missing from my file and it is incomplete. I continually keep submitting and resubmitting the same documents over and over. It is becoming a never-ending paper chase. When I ask to speak to a supervisor I am told I have to wait 24 hours for someone to call me back. I have n't been able to reach a supervisor and one has not returned my calls. I would like for someone from the bank to explain why my paperwork keeps getting lost and why my documents are not being uploaded and put into my file for review. On XX/XX/XXXX, I spoke to a representative, which I will refer to as badge number XXXX. I have attached the following documents that the bank claim they are in need of along with my complaint. I 've also sent a copy of these documents to the Home Save and Debt Counseling Specialist with which I am working with at XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28213
Submitted Via: Web
Date Sent: 2017-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am having a bunch of problems with " XXXX, '' my family and " XXXX. '' During my career in the XXXX, I had a hard time. I lost everything after I decided to not to play crazy by running around from base to base about not having a family care plan. After getting out of the XXXX, I lost custody of my children after a lot of false allegations and jealousy from people in the know. Anyway, I have tried to move on to every aspect of my life but, I just can not seem to move on because people seem to want to hold a grudge against me in every way. I only filed two complaints while on XXXX XXXX, One XXXX and One Whistleblower. Just recently in XX/XX/XXXX and XX/XX/XXXX, I have decided to fight for myself. I have never played the victim when in all actuality. I am quite the victim. I have asked for help and to have my request go unanswered. Well, I just want you to know that I have gone to your bank on several occasion to be denied access to my account with a legal driver 's license whether it be a paper or hard-copy from the State of Georiga. One lady who I assumed to be XXXX refused to issue my money on two occasions. I went to banks in XXXX to have them tell me to go to the XXXX side of town or a XXXX Attendant. I have had many many fraud alerts on my debit card issued on my use of it. When there is actual fraud, there is not an alert. The people from the XXXX branch as been entertaining reports about my spending from people who I do not know. And, they continue to call me on the phone about investment opportunity when it is clear that people have been deliberately stealing from me and there are fraudulent issues with my account. I have tried to get online access to my account but, they attendants have refused to send the link to my email address. I do not want to switch banks because I would certainly have the same problem. AND, I WANT SUNTRUST TO KNOW THAT I CAN SPEND MY MONEY ANYWAY THAT I WOULD LIKE. I have been in a bank in XXXX when one teller moved over to another teller to tell her not to issue money to me. Also, I have been in the bank when someone who was standing in line with me tells the teller not to issue money to me. I do not know who is following me. But, I would like Suntrust to report these individuals. These individuals seem to have a relationship with XXXX, DFCS and the XXXX. My concern is that I get this looked at and to have the harassment from these individuals to stop. I only signed a form at the bank at the Suntrust at XXXX XXXX. Also, the people at the Suntrust Banks are not my friends. I do not appreciate them looking me up on XXXX. The people that I have mentioned are XXXX bent on causing me a lifetime of XXXX. I want it to stop. I want just compensations for the unauthorized access to my account, the fraudulent alert, invasion of privacy, harassment, intimidation and false allegations. They seem to want to try to close out cases so that they can continue their illegal activities. I do not believe them because they are really upset that I have gone to get " WHITE '' Attorneys. Please help me. Obama is not the President anymore. Also, tell them to stop calling me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2017-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A