Date Received: 2017-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Afternoon, This relevant to previous CFPB complaint # XXXX and supporting documents filed there.
The final disposition of that complaint was that Suntrust agreed to move forward on a loan modification without requiring the signature of my ex-husband who is a hostile party. The final decision came through after I convinced him to sign with attorney threats and the signed docs were already enroute to Suntrust to meet the offer deadline. Suntrust then left it there and did not revise the documents so as they stand, his signature is still on the account. I requested that they remove him from the account based on their agreement to do so during the modification process which was based solely on my own income information and issued solely in my name ( but requiring his signature ). At this time I requested that he gets finally removed ( divorced in 2010, quit claimed off the property all supporting docs you have on file in the prior complaint ) and they have said no in three ways and are still passing me to new departments to discuss. I have spent an hour yesterday over two phone call and a phone call today with yet a promice that a 4th person will get back to me but the stance from each person remains that removing him is not an option.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2017-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On X/X/2017 I was issued a credit by a previous renters policy cancellation paid on a previous SunTrust debit card for XXXX. SunTrust is legendary for playing hide the refunds with my previously closed debit cards. This is why I no longer bank with them. Another case of money not credited. The insurance company has informed me that SunTrust did not inform them the account was closed. So, once again SunTrust has attempted to steal more money from me.
Agent XXXX claiming she is n't aware of the card I 'm referring to. Call on X/XX/2017 she says my current claim will probably be denied because I do n't have the full card number. XXXX was refusing to listen or help in any way. As usual another wasted 30+ minute phone call. They ca n't even find the card I 'm referring to. They do n't know anything about anything.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23452
Submitted Via: Web
Date Sent: 2017-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Counterfeit checks were passed through our SunTrust account XXXX XXXX XXXX. On XXXX/XXXX/2017, ck # XXXX was cashed for {$230.00}, on XXXX/XXXX/2017 ck # XXXX was cashed for {$330.00}, onXX/XX/XXXXck # XXXX was cashed for {$390.00}, on XXXX/XXXX/2017 ck # XXXX was cashed for {$360.00}. These checks were obviously counterfeit with no signatures. I first sat with a bank officer on XXXX/XXXX/2017 questioning why the account balance was so low. I told her I had not received previous month 's statement through the mail. She reset the account so that statements would be received in the future. On XXXX/XXXX/2017, I received a statement which was dated XXXX/XXXX/2017, and I immediately went to the bank reporting this fraud. On XXXX/XXXX/2017 I received a letter from a Sun Trust Fraud Investigator stating, " we regret that we are unable to honor your claim ''. I can furnish copies of checks and copies of my letter of appeal faxed to Sun Trust, XXXX, this morning. I have filed a report with the XXXX police.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2017-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-08
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: After I graduated from college I could n't afford my loan payments. My original subsidized loan balance was {$32000.00} unpaid interest {$120.00} @ 7 % interest rate current balance as of today is {$73000.00} according to XXXX. My original unsubsidized loan balance was {$30000.00} unpaid interest {$4200.00} @ 7 % interest rate, current loan balance as of today is {$63000.00}. Total loan balance as today = {$140000.00}. How? Why? I 've called several times to tell my lender there is a severe issue with my loan balance. I 've disputed it with all of the credit bureaus. I tried consolidating my loans to lower my payment and get a lower interest rate. I 've called my lender asking why is my balance of my loans so high? I have used forbearance and deferments for years. Finally I tried to file bankruptcy to get an affordable student loan payment. That did n't work. The only good thing that came from that was my Lender contacted me and acted like they were willing to help me get out of default. They lowered my payment for a year, I never missed a payment. They claimed they found a new lender for my loans XXXX XXXX . My payment was {$41.00} initially. XXXX XXXX, 2017 my loan payments went from {$41.00} to {$550.00} on the IBR Plan. I called and tried to see if there were any other options for a lower payment because I have XXXX daughters in college and I ca n't afford the payment. The customer service representative just kept saying there are n't any other options for me with my income and family size because your income has increased. The representatives are so rude and disrespectful, not helpful at all. Terrible attitudes and so unprofessional.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2017-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: A claim was filed for item not received on or around XXXX XXXX , an item from XXXX in the amount of XXXX . An affidavit was signed, faxed in, verified received by Suntrust claim rep ( s ). I received a letter shortly after from a XXXX , claim rep, asking me to call him as he needed to know what the item is that is missing, which was already stated to rep who took claim. Several calls were made to reach him, left several voice messages, none returned. A XXXX XXXX was ordered, missing from box, this was detailed in claim. XXXX reps refuse to refund, will only reship item, XXXX will not investigate further was claim was closed on their end by mistake and will not reopen it. I received a letter from Suntrust today, in regard to case XXXX , stating it is now closed as I did not provide information they requested in a letter dated XXXX . I believe this is the same letter from XXXX , asking what the item is that was ordered. The claim rep I spoke with today, XXXX , stated investigation is still open, which is contrary to what letter states
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: 2017-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Before making a transaction I checked my online account access to ensure that there were no pending charges and that they previous transactions had posted which it showed online that they did. When I checked back the next day several fees had been charged saying the account was overdrafted when it was not. I called the bank and even walked them through what their own system shows me on my online account access and they still have refused to credit me the funds back. When you take away the fees they charged the account would be in positive but the bank says " well how we account for things it was overdrafted '' even when the statement provided to me online contradicts what they say. SunTrust is the only bank I have ever had an issue with and am in the process of closing my account and moving to my other bank. They have done this several times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2017-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fundamentally I write regarding two separate abusive practices by SunTrust Mortgage. The first relates to their process of requesting a " payoff statement '' which they use to add additional days of interest, and for which they require certified funds. I 'm not sure what the purpose of requiring certified funds is ... based on how slowly they process things, they would not release the mortgage until after my funds had cleared. I consider it abusive in that they are refusing to accept a payment lawfully made to them in whatever form that it comes.
The second relates to their admitted refusal on XX/XX/XXXX of my monthly payment made by me by check. Because I paid additional principal in an amount that would have satisfied my mortgage, they returned the check., despite the fact that I had not requested a payoff statement, and provided me with one. To add further information, I submitted a check for {$53000.00} that was received by SunTrust before XX/XX/XXXX. Their return letter, which I will upload as a document if I am able, was dated XX/XX/XXXX. My principal balance as of that date was {$52000.00} per their payoff statement ( which it says I requested, which is false ). Calculating that they would have received it prior to the end of the month, plus miscellaneous fees that they would charge, I wrote a check for {$53000.00} to them and mailed it on XX/XX/XXXX, clearly marked as my {$800.00} payment due XX/XX/XXXXas well as additional principal. Even if they require a " payoff statement '' be made in cashier 's check form, surely they can not refuse a monthly payment made by check? Instead, they sent me their letter on XX/XX/XXXX which stated that they would be refusing my monthly payment because it was not in cashier 's check form, and providing me with a payoff good throughXX/XX/XXXX which of course included more interest through XX/XX/XXXX When I called SunTrust, it appears I was caught in a catch 22 ... they would n't accept my monthly payoff, because it included sufficient principal in addition, as admitted by them, as would be required to pay off the loan. And yet they also would n't accept that payoff because it was n't in a cashier 's check form. Again, doing the math backwards from their payoff statement, the amount submitted to them actually would have paid off the loan, which was great. The payoff indicates that the principal due was {$52000.00}, and that they would charge me an additional {$58.00} recording fee. Interest through ( generously since this is the date of their return letter ) the XX/XX/XXXX would have been {$250.00} for a grand total of {$53000.00} and change ... less than the {$53000.00} check that they refused, which was broken down by monthly amount as well as additional principal. Whether they wished to consider the loan paid off is a separate abusive practice, but refusing my monthly payment, and potentially forcing me to incur late fees if I was n't informed of their refusal to accept US funds in check form for a monthly payment, also to their benefit, seems additionally unfair. So by the time they returned this payoff statement to me, which was generously through XX/XX/XXXX they had managed to get to a total of {$53000.00}, or an additional {$120.00} for which they could feather their stockholders ' nests with, for the privilege of them refusing to process a payment made in lawful US currency and apply additional principal all as directed by the form which they mailed me. While as I noted, I think that the practice of requiring " certified funds '' for a loan payoff is ludicrous, I find it even more unfair that a bank can refuse a monthly payment for the reason that additional amounts are included with the payment. They also note in their " payoff statement '' that " short payoffs will be returned '' urging me to contact their Client Services Department. Suntrust really appears to want to get you coming and going ... a payment of too much they will return, a payment of too little they will return. A payment made via check will be returned ... yet payments of less than the payoff amount are accepted every month. Of course, I have no choice but to comply, since otherwise they will bruise my credit and make it impossible for me to take out another loan to buy a house. So here I am, forced to pay additional money to them because they acknowledge they refused an amount equal to more than the debt owed by me. Most of all, I would like to end this abusive practice of banks refusing to accept payment by check for debts owed to them. People can calculate interest due to the bank, understanding of course that mortgage interest is in arrears, why should they request a " payoff statement '' and be charged for said payoff statement ... when they can plainly calculate what is due?Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55416
Submitted Via: Web
Date Sent: 2017-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-04
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am on a fixed income. During the period X/XX/2017 thru X/XX/2017 my bank charged me {$430.00} in returned check fees, {$72.00} in overdraft fees, refunded {$72.00} in returned check fees because {$36.00} was charged in error and the other {$36.00} was because overdraft was not covered in 5 days. I get a check once a month and the bank is well aware of my situation.The amount they charged me is equivalent to 3 weeks groceries. I called the bank and complained first to a teller then to a supervisor and then to a manager and the only thing they would do was refund the {$36.00} for the second fee on a returned check. They just charged me {$140.00} in three days because some eft payments were not paid because of insufficient fees. One for {$5.00} which they charged me {$36.00} for. This bank is robbing me blind. Charges last year were almost {$800.00}, most of them the day before my deposit went in. I have automatic deposits and they certainly can see when they are coming in. I would appreciate anything you can do to get my money back and to stop these insane charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37659
Submitted Via: Web
Date Sent: 2017-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX/XXXX/2017 I initiated an international wire transfer from SunTrust Bank with all of the correct information needed. By XXXX/XXXX/2017 the funds had not arrived at the beneficiary bank. On XXXX/XXXX/2017 I requested that the bank trace the funds. On XXXX/XXXX/2017 I called the bank to obtain information on the wire transfer trace and the bank had little information to confirm the transaction and could not confirm that the funds were received.I asked numerous times to speak to a supervisor and the bank refused my requested. I asked that the issue be raised to a higher authority and again my request we denied. I went to a branch office to try to resolve my issue and was again met with nobody who could help me. I have been waiting for confirmation of where the Wire Transfer is, when it was sent, when it was received and even the wire operations office refuses to provide me with information. As of today its been 18 days and SunTrust Bank is unable to confirm anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34711
Submitted Via: Web
Date Sent: 2017-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I was notified that a personal and business checking account was fraudulently opened online with a bank that I have never even heard of and that does not even have branches in my state. I have never lived at the address they have on file for me which they say they sent debit cards and checks to. I have attached to this a copy of my current lease showing where I currently live. If you check the dates of my lease you will see that I lived at my address long before and after these accounts were opened, abused and closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2017-07-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A