Date Received: 2017-07-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX - XXXX -2017 I agreed to pay SunTrust bank {$60.00} to wire {$6200.00} to XXXX XXXX in the XXXX XXXX for my wife to receive on XXXX - XXXX -2017. All the money never made it to XXXX XXXX . After my wife spent two days going to XXXX XXXX and making phone calls we found out that Sun trust bank sent my money to XXXX XXXX and XXXX XXXX sent the money to XXXX XXXX and XXXX XXXX charged a fee and took it from the {$6200.00}. This money were to be used to pay off a mortgage loan but, by the money being late and never showing up, it cause me to pay an extra {$220.00}. I have called the branch and sent emails. Also I have filed a complaint and called other departments as much as ten times but as of today no one has returned my phone calls explaining why XXXX XXXX were allowed to help themselves to my money without me knowing anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was pre-qualified on XX/XX/XXXX and with much excitement, began the search for my new home. I went Under Contract on XX/XX/XXXX with a Closing date of XX/XX/XXXX . I submitted all the documents requested from underwriting. The LO and Underwriter both left me with the understanding that everything was going well. The Agent and Transaction Coordinator both sent numerous emails for loan updates that for the most part were ignored!? On XX/XX/XXXX , my Realtor again reached out to XXXX XXXX /Suntrust to confirm delivery of the CD and a time for closing. The following day on XX/XX/XXXX eight days before my scheduled closing, I received a notifications with 5 new/additional and/or redundant conditions required to close my loan. This was the first indicator from anyone that any additional documentation was needed for a Clear to Close. On XX/XX/XXXX , my file was submitted to XXXX XXXX , a DPA program, for the first time. My Realtor had informed the LO early in the transaction that the paperwork needed to be sent in immediately. XXXX had been waiting on the file since XX/XX/XXXX when the Home Inspection was performed. The Realtor submitted an initial request for the Home Inspection and funding on XX/XX/XXXX . The LO was fully aware that the processing for the DPA with XXXX requires a 10 day minimum to process the loan. The LO also submitted my XXXX application incorrectly making me a single person household as they did not include my son as a dependent. This error created a deficiency in my loan amount from XXXX . This created another closing delay and pause for underwriting in providing my final approval. Over the next couple of weeks, there was extremely poor communication with ambiguous answers. My Closing Team made several attempts to get clarity of the delay and were repeatedly giving the run around or nothing at all. On XX/XX/XXXX after the 2nd unexplained missed Closing, XXXX sent an email stating that she would be happy to transfer the file to another Lender. I went and spoke with another Lender and learned of all the repetitive costs and time delays this would cost and I was advised to force them to make a decision. At this point, Suntrust had not denied the loan nor indicate any reason to deny or detain this loan. In what appeared to be a last effort to dissuade me, they asked me to present them proof of filed Tax Extension for 2016. The LO and I had discussed what was needed and I followed her instructions and filed an extension at the end of XXXX . I want to be clear as to where I believe the problem was ; it was not in the request for proof but for the asking for it after 2 botched closing dates and asking for it after approximately 60 days into the transaction. I feel that due diligence was not done. They asked for a very specific document from the IRS and indicated that no other document would do. I inquired with LO if an alternative form of documentation could be provided. There was no response for 3 days. Once provide with the documentation my Closing was still delayed for another 2 weeks. On Friday XX/XX/XXXX my Realtor sent an email to Suntrust where she indicated that she was aware of their propensity to be choosy about the loans they approve. She mentions unfair lending practices. The LO immediately responds that she is forwarding her email to her Supervisors and they would be handling it. Needless to say, on Monday XX/XX/XXXX at XXXX we received an email with a Clear to Close! These must have been new Supervisors because based on numerous emails ; they had been involved all along??!! I have now closed on my home and thanks to a strong team ; I was able to endure what I believe to have been unfair lending practices levied against me. I am knowledgeable of other persons buying experience and none parallel the discrimination and lack of professionalism shown to me. I am hoping the story of my experience helps another First Time Home Buyer!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I 've learned while I was under wage earner, my identity have been stolen and is being abused. My personal information have been stolen. Drivers license, social security card. My date of birth changed with all XXXX credit agencies, my former employers have been changed from XX/XX/XXXX - XX/XX/XXXX . All of my former addresses have been changed. While under wage earner t he bank changed to Sun trust Bank. I never had a loan with sun trust. My payments were payroll deducted by my former employer XXXX XXXX XXXX XXXX . I 've learned it is an inside job, the theft of my identity. XXXX XXXX posed as a paralegal with the XXXX XXXX XXXX . I filed a XXXX XXXX law sue in XX/XX/XXXX . The family began preparing my death without my knowledge. In XX/XX/XXXX I was gi ven a XXXX XXXX of XXXX XXXX in the doctors office. I was flown to XXXX by a private jet. Both parties expected for me to pass away. They were told by the doctor if I do n't have a XXXX XXXX I would n't survive. XXXX XXXX amended & restated all of my tax returns and made themselves my conservator. They took my home in XX/XX/XXXX by selling the first mortgage on my home. The family refinanced my 2nd mortgage and took my home while I was under wage earner. I am reporting to all of my creditors. The case number was XXXX . I was discharged on XX/XX/XXXX with XXXX XXXX . My social security number is XXXX . My credit report do n't show the last four digits Of The loan/account number. This is the reason I included my social security number. My drivers license number is XXXX . I 've reported the theft of my drivers license to the department of motor vechile in the state on Tennessee. Nothing has been done. I 've changed my last name to my maiden name, which is XXXX . I kept my married name to prevent losing history. My parents are deceased, my father XXXX XXXX XXXX passed away in XX/XX/XXXX . His social security number is still being used by the XXXX Family . My mother name us XXXX XXXX XXXX she passed away in XX/XX/XXXX . The FBI told me it 's an inside job.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To whom it concerns i recently pulled my credit report and noticed fraudulent errors dealing with the company 's listed above. I 've contacted these company 's by phone email and mailing certified letters. I have n't received any documents, phone calls nor emails from the banks, credit bureaus and The XXXX . It has been over a period of five years since XXXX /2012 and current. I 've asked the company 's to send verifiable documents of any signatures pertaining to me but i still have n't received any documents back yet. I have not been able to open an account in over 5 years and have n't open any accounts because of this fraudulent error where my identity was used to open the accounts listed above without my consent. Identity theft is one of the biggest crimes and it 's an ongoing crime that i have no control over. During this period i also lost my wallet that had my license, social security card, birth certificate and more. This is been an uncomfortable situation that i had to deal with for a very long time and its affected my life. It 's difficult to work a job and get paid where i can not put my money in the bank because someone used my identity to open several bank accounts under my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2017-07-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SunTrust received payoff on XX/XX/XXXX via wire from our closing attorney ; however the payoff was not posted until three days later, on XX/XX/XXXX, with XX/XX/XXXX as the effective date of payoff. The payoff statement from SunTrust clearly states wires received by XXXX XXXX are posted the same day. My wire confirmation shows that the wire was sent at XXXX XXXX allowing ample time for the funds to be received by XXXX XXXX. Payoff did not post the same day and I was charged three extra days of interest by the time it did post. I contacted SunTrust by phone on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, after checking online daily, and via their secure email site following that, and am still waiting for them to 'research ' the request and refund the interest for those three days. I was first told the wire room was understaffed, which is the reason given for not posting the same day, but that the payoff would post as of the correct XX/XX/XXXX effective date. Next I was told that because the loan had two parts ( former restructure ) it took two days to post the payoff but that it would be effective dated to the XX/XX/XXXX for both parts of the loan. Finally when I saw online that the payoff had posted and that it was not backdated to the date wire funds were received, I sent an email to SunTrust via online secure mail site. That was been two weeks ago with an email 2 weeks later saying they are still researching my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Suntrust Bank allowed XXXX XXXX company to withdraw XXXX from my checking account. This was not an authorized transaction. I pay my XXXX insurance bill online monthly and authorize the amount myself. Suntrust and XXXX have violated the Privacy Act and has charged me an additional {$36.00} for overdraft fees. I spoke with XXXX and they were able to refund {$240.00} to my checking account, but not the full amount due to " limited data or information ''. This transaction was completed from my Suntrust Check card which I did not authorize. SunTrust stated the transaction was authorized by me, but with no proof.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2017-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-13
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I recently tried to open a new checking account with a bank and was informed that I was not able to get a new checking account because XXXX was reporting me as owing Suntrust Bank which was very surprising to me. About 2 years ago I started having problems with Suntrust Bank and the manager at the time promised that she would resolve the issue. I made deposit into the bank and they had the account all out tof sorts, which the manager asked me to wait a few days to rectify the situation which at the time I agreed to. I used to receive direct deposit into that account from the state of MD which I later stopped and changed because of continued issues with Suntrust Bank. The problems persisted and never corrected. I went into the branch located on XXXX XXXX in XXXX, MD and requested that this account be closed. I was assured that the account was closed however it was not.
After I was denied a checking account I contacted Suntrust that it appears that I did go into the bracnh to discuss those issues I was having and the it also appears that an error occured and the account never closed which a charge or charges happened and kept it opened and then they later subsequently kept it open without my knowledge and later sent it into overdraft and then they later charged it off. I did not understand how that could be possible when I requested that the account be closed and was assured that it had been. I was asked by Suntrust to go into that branch and request that the fees be reversed and the account closed properly and they would not. I also offered to pay anything that they claimed that was actually mine in other to rectify they issue and the bank insisted that I needed to pay the complete amount of {$490.00} which supposedly all fees. From maintenance fees to fees for being in overdraft fees for a prolonged period of time. I have also been contacted by a collection agency XXXX XXXX XXXX XXXX XXXX in connection with this account.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2017-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-12
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: My Chapter XXXX Bankruptcy was discharged XXXX XXXX , 2017 including a debt of XXXX from SunTrust Bank. However XXXX , XXXX dropped my case oveer my complaint with the XXXX XXXX and submitted XXXX electronic payments to a closed account with SunTrust. After numerous letters and visits to SunTrust branches in XXXX XXXX , 2017 I received a letter from SunTru st Recovery Dept. than king me for the payment and demanding an additional {$700.00}. This whole account was discharged XXXX XXXX , 2017 and SunTrust received proper notice from XXXX and my new attorney. The electronic payments from XXXX to SunTrust were an error. I never paid any monies to SunTrust and do not owe any further amounts to SunTrust I have all the XXXX XXXX info rmation and the numerous letters to SunTrust. The last call I received from the SunTru st Recovery Dept state d that they would not return the money ... .period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34476
Submitted Via: Web
Date Sent: 2017-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX XXXX, a client deposited the amount of {$3000.00} ( USD ) into my business checking account at Suntrust Bank. When deposits are made on a business day it takes a 24 hour period normally for the funds to be available and if the bank is in the same area of the account then there normally is no hold. However, when I checked the business checking account it stated on XXXX XXXX XXXX that there would be a hold on {$2800.00} until XXXX XXXX XXXX. However when I checked the account again on XXXX XXXX XXXX, Suntrust Bank decided to place a hold on {$400.00} until XXXX XXXX XXXX and then put a hold on the remaining {$2400.00} until XXXX XXXX XXXX. When I contacted Suntrust Bank on XXXX XXXX XXXX, I spoke with a representative named XXXX and was told that these holds were not policy but at their own discretion. I informed the representative that this inconvenienced my ability to do business and that these funds should be available especially if there were no push backs from the bank in which the deposit was drawn from. Based on the representative and his management this is a system process and there was nothing they could do. I informed the representative that this was unacceptable and that their explanation was not enough.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20745
Submitted Via: Web
Date Sent: 2017-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-11
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: XX/XX/XXXX @ XXXX XX/XX/XXXX @ XXXX, XX/XX/XXXX @ XXXX I have instructed Suntrust to stop calling me about my loan. Verbally 3 times they have been told to stop calling me at work. I also instructed them on how my loan is to be paid. It is paid in half every 2 weeks automatically.
They continue to harass and need to stop.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2017-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A