Date Received: 2017-07-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a checking and savings account with Suntrust on XXXX XXXX, XXXX XXXX Wednesday, XX/XX/XXXX, I made two mobile deposits to transfer money from my XXXX XXXX accounts to Suntrust. On Thursday, XX/XX/XXXX, I tried to log on and check on my direct deposit and got a message that the system was down. I called to see if they could check on it for me in the meantime and was told by customer service that my accounts were on hold. She said there was nothing I could do and that I had to wait 60 days for a decision to be mailed on me on what was going on with my accounts. I called the branch on XXXX XXXX XXXX in XXXX, TN and was told by the branch manager that I needed documentation that the checks cleared XXXX XXXX and that I needed to call the fraud department. He gave me the wrong number twice - an internal line that I was not allowed to call and the number to a golf course - and at no point did I get the correct number. When I called back the third time, he said there was a note on the accounts that said the accounts were being closed and that the checks were being sent back to XXXX XXXX XXXX and that my direct deposit and initial deposit were also being returned. On Tuesday, XX/XX/XXXX, I called XXXX XXXX, and they said the checks cleared and that Suntrust has my money and has n't tried to send the checks back. So I called Suntrust customer service and was told that my accounts were being closed and that I would get checks in the mail for the balances on my accounts. So I called XXXX XXXX back and closed the accounts I had with them. On Thursday, XX/XX/XXXX, I called Suntrust for a status update and was told to call back on Friday, because the accounts were due to be closed on Friday. On Friday, I called customer service and was told that I would n't be getting my money back because the checks that had already cleared XXXX XXXX were invalid. I went into the XXXX XXXX XXXX branch and was informed by a personal banker that a check had already been sent out from my savings account for {$1500.00} - which was the amount that was supposed to be in there. She said a check would be sent out from the checking account shortly for {$2100.00} - also the correct amount. On Thursday, XX/XX/XXXX, I called Suntrust for a status update and was told that my accounts were on hold and that Suntrust would be holding on to my money for a year. They told me the checks I deposited cleared but then XXXX XXXX asked for the checks to be returned. I went into the XXXX XXXX branch on XXXX XXXX XXXX and talked to a personal banker who called the back office. They informed me that XXXX XXXX has not tried to get the checks back - that the checks cleared on XX/XX/XXXX and Suntrust definitely has my money. The banker at XXXX XXXX then called the branch manager at Suntrust - the XXXX XXXX location. The manager offered no help, so the XXXX XXXX banker called Suntrust 's customer service and he told me that they told him to give me documentation and take it into the branch. He gave me documentation, and I take this to the XXXX XXXX XXXX location and the manager told me he could n't help me and then stared at me until I left. He did n't offer apologies or offer to do more, and at no point was I given the number to the fraud department by anyone or told why my accounts were closed. I get the number to the fraud department online and talk to someone who told me the accounts had n't been closed yet - that they were still on hold - and that I would hear back in 45 to 60 days. Since that was a story I had n't heard before, I called back Friday, XX/XX/XXXX, and was told that the accounts were closed on XX/XX/XXXXbecause the checks I deposited were not valid. She said that they would be holding on to my money for a year. I informed her that I had documentation that the checks were valid and cleared and asked if I could fax them in or get someone from the bank to fax them in, and she offered to put a note on the case asking the investigator to call me. No one tried to call me any point prior to this, so I have no confidence that this bank will do anything to help me get my money back. I also do n't trust them because I have been told several different things at this point. To date, the initial deposit has not been returned, nor has the direct deposit. I was told several times that there was nothing I could do. The last customer service rep was the only one to offer to do more than the bare minimum, and I have zero confidence that I will receive a phone call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2017-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: A credit was issued for a dispute, claim XXXX, on XX/XX/XXXXin the amount of XXXX. The item in dispute, XXXX from XXXX, cause an overdraft fee when it posted on or aroundXX/XX/XXXXin the amount of XXXX. I was told any fees associated with transaction would be credited back once claim is resolved. Again, I see a credit was issued but do not know if claim is resolved in my favor or not. If so, I need overdraft fee credited back ASAP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX I purchased a truck was already preapproved but the car lot ran my credit 18 times
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2017-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-29
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: In XX/XX/XXXX I bought a XXXX XXXX through Suntrust Bank. In XX/XX/XXXX my account fell behind. I lost my job and I was unemployed for an extended period of time. The car was repossessed in XX/XX/XXXX. This is still being reported on my credit report. On XX/XX/XXXX I filed a dispute with XXXX. They immediately re-reported the debt even though the timeframe is over 7 years. This debt should n't be being reported since the time frame is past the legally allowed timeframe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2017-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I looked at my credit report and noticed a total of XXXX credit inquiries, i never authorized the hard inquiries and was told several time by both dealerships that there would not be a hard pull on my credit. this was on the XXXX of XXXX. i told them several times do not run my credit hard pull without my permission and they did it anyways. I also had a similar problem on the XXXX of XXXX from XXXX XXXX XXXX where they ran my credit countless times without my permission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30705
Submitted Via: Web
Date Sent: 2017-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: In XXXX 2017 I called Sun-Trust Bank of GA and requested that they close my account. We finally worked out a balance of {$8.00} due XXXX/XXXX/2017 to close both checking and savings accounts. It was never done. Charges came into the account and we finally got a pay off balance of {$3.00} last week. I transferred {$25.00} from XXXX ( XXXX XXXX ), a wire transfer that was paid to Sun-Trust yesterday. Today I call and they tell me that I must talk with their transfer company at XXXX to verify my wire transfer tomorrow and then, maybe I can call Sun-Trust back, as they told me today that they need me on the phone to close the account. I have had one story after another 3 or 4 times a week since XXXX 2017 to get these accounts closed. Sun-Trust had done everything to delay this closing. Please help me? Sincerely, XXXX XXXX XXXX last 4 SS - XXXX Acct. XXXX Savings Act. XXXX Checking XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98003
Submitted Via: Web
Date Sent: 2017-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-27
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: hELLO CFPB? I HELLO I AM XXXX XXXX, I HAD GOTTEN A STUDENT LOAN FOR MY SCHOOL YEAR OF XX/XX/XXXX THRU XX/XX/XXXX. I DID NOT RECEIVE ALL OF THE LOAN THAT THEY SAY I TOOK OUT. IT IS NOW OWN BY SUNTRUST BANK, I THINK THEY ARE JUST TRYING TO COLLECT ON A OLD LOAN, WHICH IS ABOUT 38 YEARS OLD TODAY. AND I HAVE TRIED TO WORK THINGS OUT WITH THEM? AND TO NO AVAIL HAVE THEY MET MY NEEDS. I AM STILL IN SCHOOL. I AM STUDYING LAW. AND I KNOW I DO NOT HAVE TO PAY THESE LOANS UNTIL I FINISH MY SCHOOL TERMS. BUT THIS BANK IS CURRENTLY HARASSING ME OVER THIS LOAN, IN WHICH THEY BOUGHT FROM ANOTHER COMPANY AND MAY BE THEY SHOULD HAVE LEFT THIS LOAN ALONE IN THE FIRST PLACE. I WILL NOT BE FINISHING SCHOOL UNTIL XX/XX/XXXX YEAR OF MY GRADUATION, I AM GOING AFTER MY XXXX DEGREE. THAT TAKES A LOT OF MY TIME. AND I HAVE TRIED SO OFTEN CALLING THEM AND THEY STILL SAY NO? SO i DO NOT KNOW WHAT TO DO, A LOT OF PEOPLE TELL ME THIS LOAN IS FORGIVEN, BY PRESIDENT OBAMA LAST YEAR OF HIS TERMS. SO WHAT AM I TO DO? I AM RUNNING OUT OF OPTIONS I NEED HELP WITH THIS, THEY ARE NOT WORKING WITH ME AND THE WANT A LUMP SUM OF MONEY NOW? THEY HAVE MADE MY CREDIT SCORE GO DOWN REALLY BAD, AND THEY ARE CALLING ALL OF MY PEOPLE AND TO MY CURRENT SCHOOL TOO. I AM IN DEEP WATERS WITH THEM, I HAVE TRIED MY BEST TO WORK WITH THEM BUT THEY SAY NO. I TOLD THEM THIS LOAN IS ABOUT ( 38 ) YEARS OLD IN TOTAL. IT SHOULD BE FORGIVEN BY NOW. AND I HAVE TOLD THEM TO LEAVE ME ALONE AND LET THIS ALONE TOO UNTIL I GRADUATE FROM MY COLLEGE I AM ATTENDING NOW. I HAVE NOT BEEN ABLE TO WORK WITH THEM AND THEY ARE STUDYING MAKING A LOT OF TROUBLE FOR ME. PLEASE HELP ME.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2017-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Use of a non-Suntrust ATM charges a fee to the withdrawing bank ... understandable. But now Suntrust is also charging the same fee on the backside ; what a gouge!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34655
Submitted Via: Web
Date Sent: 2017-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX ( E-Mail : XXXXXXXXXXXX ) is approached via e-mail by a XXXX XXXX XXXX ( E-Mail : XXXXXXXXXXXX ) expressing interest in artwork on the gallery website. She settles on the painting XXXX XXXX XXXX ( {$16000.00} ) and indicates she wants it for a home in XXXX, XXXX to which she will be moving soon. She asks if we can turn the painting over to a mover who will be collecting other items to furnish her home and whether she can provide extra funds to be passed to the mover to get this done, We are suspicious and assume this may go nowhere based on the approach. She volunteers to send a check for {$21000.00} to cover the purchase and the balance would be given to the mover to cover his expenses. Again, we agree thinking this is looking increasingly suspicious and will not go anywhere. XX/XX/XXXXWe receive a check for {$21000.00} via XXXX ( Tracking No. XXXX ) at the gallery. The check is drawn on the account of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX , MO XXXX at XXXX XXXX XXXX , XXXX XXXX, XXXX XXXX , MO XXXX. It is check XXXX. XXXX and the bank routing number/account are : XXXX XXXX. ( photo copy of check attached ) We deposit this to our SunTrust account and ask how long it would be before we could be assured that the check has cleared and is deposited to our account. The teller explains given the amount that this can take several days and suggests we check again with SunTrust the following morning. XXXX XXXX XXXX confirms via e-mail that this is her check and we explain it has been deposited and we will have to wait for it to clear and be credited to our account. XX/XX/XXXX We check with SunTrust in the morning and ( somewhat to our surprise ) are told by a bank officer who verifies online that the check has cleared and is now reflected in our available balance. Given the size of the transaction and our ongoing suspicions about the buyer, we ask the SunTrust banker if this means we can count on these funds now being available to us and that no one ( including Sun Trust bank ) can remove the funds from our account. This is confirmed and we are relieved that perhaps this was not fraud after all but simply an odd client and an unusual approach ( not entirely uncommon in the art sellers world ). We consult our online cash manager account that evening to verify again that the check has cleared and is part of our available balance. Our reasoning is that at this point, the transaction took place between XXXX American banks SunTrust in XXXX and XXXX XXXX XXXX in XXXX XXXX and should easily be verifiable between the banks involved as legitimate or not. The XXXX XXXX XXXX would not have credited the funds to SunTrust if there were either insufficient funds in the account or if it was not authorized by the account holder known to them. SunTrust would not have assured us the funds were securely in our available balance. XX/XX/XXXX XXXX XXXX XXXX is advised via e-mail that her check was credited to our bank and asked what she wants us to do with the balance due her ( {$4500.00} ). XX/XX/XXXX - XXXX XXXX XXXX provides the following name and account number for her mover : Account Name : XXXX XXXX Account Number : XXXX IBAN : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Swift Code : XXXX Bank Name : XXXX XXXX Bank Address : XXXX XXXX, XXXX We find it odd that the mover is based in XXXX but secure in the belief that she has paid for her artwork and the funds are now in our SunTrust bank account, we do not believe we can deny the request to reimburse her balance due. XX/XX/XXXX A SunTrust bank officer helps us with a wire transfer of {$4500.00} to the account of XXXX XXXX at XXXX. XX/XX/XXXX We see an E-Mail at XXXX from the same SunTrust bank officer who helped with the wire transfer that morning asking that we call her. We call right away and are told that the {$21000.00} check deposited on XX/XX/XXXX and credited to our available balance has been recalled. XX/XX/XXXX Subsequent calls with another more senior SunTrust bank officer make apparent that this was a case of fraud, that the funds have been withdrawn from our accounts available balance, and she helpfully suggests that they can help put a stop to the wire transfer made that morning. We are appalled that a fraudulent transfer of funds of this size ( over $ 10K ) between XXXX banks in the USA does not get any critical oversight by the banks involved, that the client is told by his bank that the money has been credited to his available balance so that he believes the funds are now securely in his account, and then five days later, that the original check is all of a sudden recalled ( almost immediately after the client makes a good faith wire transfer to one of the fraudsters. ) This begs the question of when can a deposit by check to ones account ever be considered definitive or real? A business has to be able to confidently turn over merchandise to a buyer upon being paid but apparently checks between XXXX banks are never certain and a bank takes few precautionary measures before and little real time responsibility after enabling a fraudulent transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23185
Submitted Via: Web
Date Sent: 2017-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-26
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 XX/XX/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 idiots at suntrust are now trying to charge me a late fee for my payment in XX/XX/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 terrorist 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: 2017-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A