Date Received: 2017-07-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: around the month of XXXX 2017 me and my wife had let a friend stay with us which had fallen on hard times. during this time while we were at work he got on are computer and ordered things using are pay pal account are user named and password were stored in are computer which gave him easy access to are information. i alerted suntrust bank when we learned of these transactions and opened a dispute with them. a provisional credit was issued to us for the claim. this provisional credit became permanent. at the same time as the provisional credit was issued more transactions were attempted taking the provisional credit away from the not authorized transactions. upon noticing this a call was made to sun-trust again to open yet another dispute which was opened and closed in a matter of 2 days and denied even tho they were from the same batch of transactions the bank approved as fraud. making matters worse the bank did not block more transactions from going threw they allowed multiple attempts at a nsf fee of XXXX to add up to more then XXXX dollars. even after emailing the bank to block all attempts from pay-pal to remove funds. after several attempts to get this fixed i received a notice of collection from sun trust bank. i called there disputes dept and was told there was nothing that could be done at this point as the matter had been given to the collection agency and i had to call them. i filed a BBB complaint against sun-trust which quickly got a response from them that now a rebuttal form was being sent and they would look into my complaint which they denied was not even possible when i called them. i sent in the rebuttal form via usps around a month ago and received nothing from sun-trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2017-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I originally opened this account with XXXX XXXX , as a maintenance free savings account, XXXX was bought out by XXXX and the savings account continued. Both the saving and checking account remained under the agreement. Suntrust bought out XXXX years ago and then took on my saving contract which is a no maintenance free account with no fee charge. The only stipulation is that I allow the transfer of XXXX dollars per month on or about the XXXX of each month from my checking to my savings. This contract and policy has been in place since its inception. Mysteriously Suntrust started removing XXXX dollars a month from my savings account earlier this year, claiming a monthly statement fee. I have not requested a monthly statement, nor agreed to a monthly statement fee. SunTrust is creating this with out my request. I wrote to Suntrust about it and also filed a complaint here with the CFPB, and initially they refunded the XX/XX/XXXX month of unrequited statement fees but have since started charging me XXXX dollars a month for a service I have not requested. I then sent another email to SunTrust asking them to stop taking money from me, but they continue to fleece my savings account for non requested services.
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: 2017-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/XXXX at XXXX XXXX, i pulled into the suntrust-XXXX XXXX branch in XXXX, ga to make a {$2800.00} ( all {$100.00} bills ) cash deposit. all drive-thru windows were closed. so i went to the drive-thru atm machine. i counted my money twice and proceeded to deposit the cash into my checking account. using my business debit card, i followed the deposit cash instructions on the screen. i deposited {$2800.00} USD into the machine. the machine counted {$2200.00}. i then canceled the transaction ; hoping to retrieve all of my money back. i hoped wrong. instead all the original cash i deposited into the machine, i was dispersed {$2200.00} back without a way to account for my missing $ XXXX.naturally, i went inside the branch to inform an employee of my bank-inflicted loss and retrieve my missing {$600.00}. i was given a telephone number and instructed to file a complaint with the fraud dept. my name, account number and long-time trustworthy Suntrust customer stauts was of no concern to this employee. when i filed my complaint at around XXXX XXXX that day, i was told i would not receive a credit until an investigation was done, which could take up to 10 business days. i find this absurd because other banking institutions either provide an immediate credit or check their broken atm on request. frustrated from knowing i did n't have any proof besides the camera footage of me counting my money, i went to speak with the branch manager early the next morning ; thinking, as manager, she would be able to help me by balancing the machine and / or watching the video footage. i thought wrong. the XXXX XXXX manager told me 00 ) she could not help me 01 ) she had no access to the atm machine 02 ) the atm does n't get checked until thursday. it was friday morning. so i had no other choice but to wait patiently and pray whoever checked the atm was no dishonest thief. i believe it was friday XX/XX/2017 when Suntrust credited my account with {$600.00}. and though i felt improperly handled, i figured all was well. i figured wrong. i did n't find out until XX/XX/2017 that on XXXX Suntrust debited my account for {$600.00}. when i inquired with the fraud department about my funds, they said the money was taken out because the result of the investigation is " the machine counted {$2200.00}. that 's all that was deposited. '' i immediately got offended because either the Suntrust fraud department is calling me a liar or 1 or more Suntrust employees and / or contractors are dishonest thieves. so i asked to be escalated to a dept supervisor. i got XXXX XXXX who refused to help when i requested the video footage. i asked to be escalated to a manager. so XXXX forwarded me to XXXX XXXX ; who also refused to help. XXXX forwarded me to his manager, XXXX XXXX ' vm ; of which i have n't received a response, yet. i want to go on record that i am no thief. i am no liar. in fact, i am XXXX 's Chosen whose word is proven 96 % trustworthy. so money does n't mean as much to me as it might mean to most. this means, greater than likely, i am telling the truth. this also means, someone from Suntrust stole that money. be that as it may, i am thankful your agency exists. for i suspect many innocent others are being robbed in plain sight by Suntrust and other major and minor bloodsucking and unlawful banking institutions. thank you for your time and consideration.
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: 2017-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust bank occasionally applies received payments for one month to a month prior. As a result they get XXXX payments for 1 month and no payment for another month. This results in late fees and a blemish on the credit report. Had multiple exchanges of messages with them via Suntrust internal " secure mail '' system. After I realized what they are doing and confronted them about it directly they did something really nasty. They blocked me from accessing Suntrust sites. Not only I lost the history of messages, but I also lost ability to check my statements, etc. Tried on many occasions contacting them via email, but I get automated response to use " secure mail '' for all communication.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91344
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: On XX/XX/XXXX, 2017 I provided notice of my brother 's XXXX to SunTrust Mortgage. At SunTrust 's request I faxed a copy of his XXXX certificate as proof of XXXX. I informed SunTrust my brother had no spouse, children or estate. My name and address is shown on XXXX certificate. Since receiving my name and address, SunTrust is now addressing my late brother 's mail to him c/o my name and address. This was without my request or authorization. My brother has never resided at my address or used my address as a mailing address. I would like SunTrust to cease using my name and address for my late brother 's mail regarding the status of his loan or other legal notices. I believe lender should instead use loan holder 's name and last address of record for any required communication.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Greetings, I was trying to get money from my account. My stylist was trying to cash a check I gave him and he was not able to do so. Sun Trust Bank called me. I did not get the call, my ringer was off. I called my stylist and he informed me that the bank would not cash my check. I have had several problems with Sun Trust as I am used to banking at a credit union and the bank has fees and poor communication about the rules. I have had financial problems. However, in this case my balance was more than 50k on XXXX XXXX, 2017. I go into the XXXX Sun Trust and give the teller my federal id and an expired NC license with a current bank card. The teller does not accept my ids so I go to a desk and empty my purse to locate my license and the bank manager gets upset and tells me to leave. I remain calm and try to locate my license, I do. The bank manager tells me to get out of his bank. I call the police. The police mediates. I explain to the bank manager that I am checking everything he is doing against another bank and he stops the transaction. I want him at the least written up and at the most fired!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In a previous request ( XXXX XXXX ) I requested my mortgage company, Suntrust, to draft my monthly payment from my Savings account instead of my Checking account at XXXX XXXX XXXX XXXX XXXX. Suntrust acknowledge the change and verbally assured me the XXXX XXXX draft would come of Savings. In XXXX XXXX Suntrust Mortgage did not withdraw the funds from Savings and instead withdrew it from Checking. I did not have the funds in Checking so I received NSF fees in the amount of {$60.00}. I brought this error to Suntrust 's attention and my issue was not resolved as Suntrust concluded they had withdrawn the money from the correct account. Suntrust was 100 % wrong. In my frustration I removed the automatic drafting by Suntrust. I intended on paying Suntrust by ACH from my bank XXXX XXXX. On the next payment I found out Suntrust will not accept ACH payments from banks. I had to make a 1 time payment from the Suntrust site for my mortgage. Therefore, I signed-up on line with Suntrust again to withdraw payment from my XXXX XXXX SAVINGS account. This was a brand new set-up so I had high hopes it would actually work correctly. I received a confirmation letter from Suntrust they would withdraw, effect XXXX, payments from my account type S for SAVINGS ( please see attachments ). The next payment, XXXX, Suntrust AGAIN withdrew money from my Checking instead of my Savings. However, I knew this would be the case so I had the money in the account or else I would have AGAIN received NSF charges. Suntrust was wrong again, even on a brand new draft set-up request. This proves that though I am signed up properly to use my Savings account as the source of funds Suntrust still takes the money from my checking. I want the {$60.00} in NSF fees in the original dispute to be returned to me as I signed up properly then and they were wrong and they are wrong again. I have attached notices and bank statements showing the drafts were ALL from XXXX XXXX Checking ( C ) instead of XXXX XXXX Savings. ( S ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 82601
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: At the end of XXXX, I got a call from the bank saying that there is suspected fraudulent activity on my account. When I called to verify the charges, I informed them that they were not authorized and that is what led me to the knowledge that my wallet was missing. I filed a frud report through the bank and as the weeks progressed I learned that someone had stolen my wallet, with my debit card and pin number with it, and deposited checks, that had actually been written out to other people, into my account before making withdraws- all from Suntrust ATM 's in the XXXX , GA area. When I made the fraud claim I requested that all charges made after XX/XX/XXXX be denied and included in the fraud claim. The exact dates that everything had happened on are hazy and the bank will not send me the papers from the case for me to have for my records and have denied me access to the account to see the dates for myself. I do know that My husband dropped me off in XXXX XXXX, GA on a Monday and returned to XXXX and boarded a flight to go back to work- the charges were all made after the return of the car and after my husband was already in flight. I did not find out about the charges until the bank contacted me days later. I had not left my apartment after returning home and did not need my wallet for anything. I also knew that my account was either at XXXX or in the negatives and did not have any money to spend anyways. We closed the savings account where most of the fraud took place and planned on closing the checking account as soon as we got my husband 's direct deposit set up with our new accounts. We also placed a confidential status on the new accounts so that we would be more protected from fraud in the future. We lost our fraud case and filed a rebuttal. We lost once again. We decided to give up on the case and just move on with our lives- I was XXXX and had spent time in the hospital and did not need the added stress. XX/XX/XXXX I tried to use my debit card and it was declined. When I tried to log on to my banking app it denied my access. I called my husband and had him try to log in and use his own card and he was denied as well. We were in the middle of a cross country move and my husband was elsewhere in the country for work and therefore we called the bank to try to figure out what was happening. They informed that all they could say was that my account was under investigation for " Suntrust Rules and Regulations '' and that if it was going to be closed we would receive a check in 5-7 business days after the closure and if not, we could access our account after the investigation was over. Because of the confidential status they could not give us any more information. I was hundreds of miles away from a Suntrust and seven months XXXX at the time and was unable to make it into a branch to resolve the issue- especially seeing as I had no access to my money. My husband immediately took off from work and drove over 14 hours through the night to make it to the branch to get answers. After speaking with different people at different branches for three days he was finally told that this was stemming from a fraudulent check that was deposited into our old account XX/XX/XXXX. One of the checks that was actually part of our original fraud claim. My husband then explained that neither of us were located near a branch and that we needed to remove the confidential status from our account so that we could get information as we needed. They told him that since our accounts had been frozen that the confidential status could not be removed. We were both told over the phone that were not allowed to use our debit cards but that we could make a teller withdraw but he was denied this option within the branches as well. We asked for the option to take all but the {$300.00} that was under investigation out of our accounts and wait for everything to settle and they told us no. We were denied the opportunity to talk to the investigators. When we asked when we would have the chance to speak on our own behalf to clear our names they told us that was not an option and that the investigators would figure out themselves. XX/XX/XXXX, I made a car payment using the bank account- three days before the freeze was placed on our account. The loan company contacted us a couple of weeks later informing us that the bank reversed the payment on XX/XX/XXXX- three days after the freeze. XX/XX/XXXX I received a statement in the mail that informed me that as of XX/XX/XXXX my account balance was {$900.00}. XX/XX/XXXX I received a letter informing me that my checking account was closed as of XX/XX/XXXX. XXXX XXXX, I received a letter stating that I was over drafted {$930.00}. This really confused my family seeing as I have a statement saying that since my account has been frozen and we lost the ability to access our account in any manner, that we somehow lost {$1800.00}. Especially since this all over a {$300.00} check. I called customer service and the automated service did let me hear my recent transactions, just with no description as to whom the money went to. The transactions made after the freeze was placed on my account- since the statement from the XXXX if XXXX are as follows : {$36.00} overdraft fee on XXXX XXXX, {$900.00} debit on XXXX XXXX, {$900.00} closing debit on XXXX XXXX, {$1.00} debit XXXX XXXX and {$1.00} debit on XXXX XXXX. I may not understand how it is possible but the charges from XXXX are no concern to me. I am angry that after my account was closed and the closing debit was made that another debit in the exact same amount was made. AFTER the account was CLOSED- and then I got an overdraft fee on top of that. I still have not received a check for the closing debit even though it has been over two weeks. I called customer service and my former local branch and was told by both that they could not tell me anything over the phone with the confidential status on my account. I am angry that we could not remove it when my husband was in the branch over a month ago. We live 500 miles away from the closest branch and are not able to just go by a branch when we need to talk to someone. I was told that the charges do not sound like they should be there but with my account on confidential that they would not be able to do anything about it unless I was in a branch. I informed multiple people that there were bad charges on an account- something that the all but confirmed after looking at it and yet they said the charges would stick unless someone came into a branch and that I would be sent to collections unless I fixed it. An issue that we obviously could not be responsible for and that the bank is aware of. We have done everything that was asked of us from the beginning and yet the longer that this goes the more that we are told that we are responsible for more charges that are the fault of other people. One more thing- the confidential status is only on the checking account opened in XXXX NOT the old checking or savings accounts, nor the new savings account. The fraud case opened against us at this time is from our old savings account and they still refuse to communicate with us about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75020
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have credit inquiries in my credit report that I did n't authorize. I 've sent letters to some of the creditors and they still have n't remove the inquiry off my credit report. I also sent them a letter to prove to me that I authorize the inquiry on my credit report and I still have n't receive nothing. The inquires are listed below. 1. XXXX XXXX XXXX XX/XX/XXXX 2. XXXX XXXX XXXX XX/XX/XXXX 3. XXXX XXXX XXXX XXXX XX/XX/XXXX 4. Suntrust Banks of FL XX/XX/XXXX 5. XXXX XXXX XXXX XX/XX/XXXX 6 XXXX XXXX XXXX XX/XX/XXXX 7 . XXXX XXXX XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28086
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This is a SunTrust Cash Rewards XXXX with a {$21000.00} limit. It has not been overlimit. Since XX/XX/XXXX, during a single billing cycle and statement period, I made {$9600.00} in payments and {$58.00} in purchases, and while the balance reflects all the payments, the {$9600.00} paid only shows as {$6500.00} available credit. There are no pending charges and no automatic payments on this account. Where are the {$3000.00} missing from the account? SunTrust ca n't explain it and it does n't publish charges. There should n't be interest Charged against these payments since it 's inside one statement period. My most recent cash payment of {$2000.00} on XX/XX/XXXXyielded just a {$990.00} increase in available credit. The bank does n't disclose what it 's doing with 34-50+ % of our payments, it just shows an {$11000.00} balance on an account with a {$21000.00} limit that has only {$6400.00} available credit. Where did our {$3000.00} go? SunTrust wo n't tell. I 'd expect this kind of deception from someplace like XXXX, and am sorry to see that SunTrust treats customer 's the same way.
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: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A