Date Received: 2017-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Thursday,XX/XX/XXXX, and 7 days before the payment was due, paid a mortgage payment with a cashiers check at SunTrust Bank ( XXXX XXXX XXXX XXXX, XXXX, TN XXXX ). On Friday, XX/XX/XXXX, received a statement from SunTrust Mortgage indicating a past due amount, as well as the amount due onXX/XX/XXXX. Upon calling the XXXX number, was told the cashiers check was returned and that SunTrust Mortgage had assessed a late fee. Representative indicated the SunTrust Bank branch needed to be contacted to discuss the reason for the payment being rejected. At this point of the day, the SunTrust Bank branch was closed. On Monday, XX/XX/XXXX, walked into the SunTrust Bank branch at approximately XXXX XXXX to discuss the issue. Was told by an individual at the SunTrust Bank branch that the issue would be researched and that I would receive a call at some point during the day. At approximately XXXX XXXX onXX/XX/XXXX, received a call from the individual at the SunTrust branch indicating the teller had incorrectly processed the cashiers check, thus the reason it was rejected. Representative indicated the cashiers check was unable to be located and that a stop payment needed to be done with the issuing bank. Representative also indicated another cashiers check would need to be issued for the mortgage payment. At approximately XXXX XXXX. onXX/XX/XXXX, contacted the bank that issued the cashiers check and inquired about the stop payment process. The Bank indicated the cashiers check would need to be outstanding for 90 days before a stop payment could be issued. At approximately XXXXXXXX XXXX. onXX/XX/XXXX, contacted the SunTrust Bank branch and informed the individual of the process. Representative indicated the SunTrust Bank branch would try to locate the cashiers check and contact me. As of XXXX XXXX. on Tuesday, XX/XX/XXXX, the SunTrust Bank branch has not contacted me. On Monday evening at approximately XXXX XXXX., XX/XX/XXXX and approximately 26 days after the initial payment was made, received a letter from SunTrust Mortgage indicating the payment had been returned. Contacted SunTrust Mortgage at that time and spoke with a supervisor. Supervisor indicated the check had probable been destroyed and that a stop payment would need to be issued. Explained to the supervisor that the issuing bank would not do a stop payment until after 90 days. Supervisor indicated that a scheduled conference call would take place on Tuesday, XX/XX/XXXX aXXXX XXXX XXXX. Eastern with the SunTrust Bank branch. As of XXXX XXXX. on Tuesday, XX/XX/XXXX, the supervisor has yet to contact me regarding the conference call. Why did it take SunTrust Bank to contact me approximately 26 days after the transaction? Where is my cashiers check? Has it been destroyed? Is it in the SunTrust Bank branch? Is it in the parking lot of the local gas station? Where is this check? How is the issue going to be resolved if the cashiers check is unable to be located? Is this SunTrust Bank branch going to make my payment? At this point, I am 10 days away from this adversely affecting my credit score. This is not the first time this SunTrust Bank branch has incorrectly applied my mortgage payment. This needs to be addressed as SunTrust Bank is holding my money hostage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: While checking my personal credit report with all XXXX credit bureaus in XXXX XXXX , I noticed several inquiries made by numerous of organizations on XXXX / XXXX / XXXX . I have reached out to the organizations and no one was willing to help due to the age of the inquires. I have even went as far as mailing certified letters to the credit bureaus requesting for the unauthorized inquires to be removed XXXX . Only to get back a generic response from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38109
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The lender has failed to respond to our QWR and Notice of error request sent on X/XX/17 and are proceeding to sale set fo r XXXX - the lender is in violation of regulation X-12 USC 2605 ( e ) ( 1 ) and the clients right to counsel.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2017-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After long consideration, I 've decided to file a second complaint against my former mortgage company, " Suntrust Mortgage. '' In my first complaint, I explained how, after my husband passed away, I contacted this mortgage company asking for help. At the time, I was assured they would work with me to refinance my house, so that I might be able to keep it. Because of this, I invested money into finishing the basement, repairing the roof, maintaining and adding to the yard, cleaning the carpets, etc.
I sent in the initial paperwork, with all supporting documents, and was not contacted again. This was in the summer of 2013 and in XXXX of the same year, I called to check in on the status of my request. I was told a few documents were missing, so I resubmitted them. This happened again shortly after, and then again. Every time I resubmitted the documents and every time I called, they told me they were either missing or expired. Eventually I was told my adviser was no longer available and nobody else could help. I called several numbers, trying to get a hold of someone who could discuss my case, but it never worked out. The mailbox I was told to call was always full, so I could n't leave a message, and if I called another number, the people who answered were unable to help. My savings were, finally, exhausted and I could n't make the payments. I tried to sell my home, but a sale fell through. The foreclosure proceedings went forward. During this time, a real estate agent contacted me with clients willing to buy my house. I contacted Suntrust, who then referred me to their foreclosure lawyer. I received an email from the lawyer explaining how I am not a signer on the Note, therefore I have no legal rights to the house and can not sell it. I lost the buyers and that was when I filed the first complaint. As a result, Suntrust apologized and postponed the foreclosure for six months, but the damage was done -- the buyers were no longer interested. The house was sold through foreclosure without a single notification. They claimed I abandoned my house, but this is untrue. I paid utilities and checked up on everything until I discovered the locks had been changed without letting me know. It felt as if they stole my house from me. After this shock, I received another through the mail -- a notification to pay taxes on the loss of my home, the one that, according to their lawyers, was never legally mine. I deliberated on sending another complaint for a long time, but this last notification was the tipping point. Because of Suntrust Mortgage, I lost my home, savings, investments in the house, and the chance to sell it. Everything they did felt deliberate -- that they stalled and everything went in circles so that, ultimately, they could take my home away from me. With this, I hope I get at least financially reimbursed for the loss of my house, the investments, and the emotional distress. Losing a husband is difficult enough, but losing the home I shared with him was like getting punched on an already open wound.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust mortgage went thru the steps but never received papers and always asked for more. also, I just learned that suntrust should have had to notify me when the ownership of my loan changed hands within 30 days. i was never notified when, meers transfered ownership back to Suntrust an d XXXX XXXX made Suntrust take the loan back.So twice my loan changed hands, and both times I was never notified. to this day. I have never been given notice. I was never notified this in writing. they even got in trouble earlier when i applied for my loan. I was in XXXX and was living in both XXXX and XXXX for work. Suntrust tried to claim on my mortgage insurance and the insurance denied the claim becaus e Suntrust wrote a lo an that I was suppose to be living in the home full time and they new I was both in XXXX and XXXX . My tax returns even had a XXXX address. They should have qualified me for a loan that I was living in both states off and on. S o Suntrust qualified m e for the wrong type of loan to start.Please investigate this. thank you.
thank youCompany Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I used my credit card to reserve a hotel for a weekend trip to Puerto Rico for spring weekend as a honey moon trip. XXXX {$90.00} to reserve XXXX {$120.00} was charge the pm we got to the place On XXXX/XXXX/XXXX around XXXX we got to the " hotel '' for check in and a guy met us at XXXX to help us find the place. The place was a dump and the area was scary, I felt so bad but grab keys and left to our tour of that day. We got to the hotel at XXXX and to our surprised that we did not get the gate keys so could not get in the room. Had to wait until after XXXX for the guy that checked us in to open the door. I was SO mad at that point that I told him we were leaving the next XXXX and where to leave his keys. He said on the table. At XXXX I wrote a written notice plus sent him a text, we contacted a friend of a friend and the remaining of the weekend slept on an air mattress. The advertising for this place is deceiving and I took pictures to show how horrible it really is and on top of that to have to stay on the street unable to go inside the room it is unacceptable. My credit card company denied the dispute because I did not cancel 2 weeks prior, which makes no sense since I was planning on staying on the hotel but due to the circumstances were forced to leave. This company, ( Hotel ) has the history of doing the same thing because I found customer reviews after the fact. The credit card company did not protect my rights as a consumer and I feel ripped off having to pay for a place that first of all, I left. That made my honey moon a horrible experience and now we have to do something else later on and did not use.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Complaint Against SunTrust Bank, Commercial Division : XXXX XXXX XXXX number ( not included ) SunTrust account number ( not included ) I have a rental property that now has an encumbered title from an entity that the settlement statement shows was paid off by XXXX XXXX XXXX, later bought out by SunTrust. This was discovered when selling the property in XX/XX/XXXX. The loan from XXXX ( SunTrust ) was later paid off. But apparently two legal entities that the bank was supposed to have paid off were not. The title insurance company asserts that I do not have legal standing in this case because only the bank is insured by the title insurance. Suntrust has acknowledged culpability, but is no longer pursuing resolution. They have not returned communication for two months. Meanwhile, I have an encumbered title and can not move forward with the properties sale. This matter has dragged on since before the first of this year. Further, the attorney used at closing and approved by the title insurance company later was convicted of embezzlement and was sentenced to prison. Suntrust has acknowledged the problem and filed an internal complaint and I was given a customer advocate. Then it was sent to legal according to the customer advocate where it has disappeared. Now no one returns my phone calls. The loan administrator for SunTrust for the loan is XXXX XXXX. She can be reached at ( XXXX ) XXXX. She reports that the case is now out of her hands. But she has all relevant documentation to this case. I also have documentation that supports my assertions, which I am happy to share with you beyond the 2 files I have attached. Will you act on this?
XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, NC XXXX XXXX ( XXXX ) XXXXCompany Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX , 2017, I was trying to deposit check via ATM, card did not work and I called Suntrust. Bank Representative told me that my account is being reviewed and I will get a letter in the mail about their decision to keep account opened or closed it and if closed, I will get my money in the mail via check. I asked why no one contacted me, I get daily notification email about my account balance and nothing about funds are being on hold and what 's going to happen with my third party payments that I made against this checking account. The representative told me Suntrust do n't deal with fees charged by others and I have to contact them myself. This is unacceptable, I am being penalized without any advance notification. I just paid my college child rent from this account, our pay checks are being direct deposit into this account within next week. We live pay check to check and wo n't have access to money until they are done with their review. This is abusive and unfair and I need Suntrust to be accountable for putting us in financial distressed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20164
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My Husband and I entered into a sale agreement with individuals ( XXXX XXXX and his wife XXXX XXXX ) to sell our home located at XXXX XXXX XXXX XXXX Va XXXX
The initial contract called for a XX/XX/XXXXsettlement. All parties then amended the contract noting aXX/XX/XXXXsettlement. OnXX/XX/XXXXour Real Estate Agent was notified at XXXX EDT that settlement would not occur on XX/XX/XXXX Sun trust Mortgage would not explain, nor tell us when we could close. Their staff made a mockery of our requests. The Real Estate Agents could not make any progress. Movers, Housing, plans had made made well in advance. Addendum settlement date was dated XXXX. XXXX XXXX and XXXX XXXX established this Bureau to help ensure that consumers were dealt fairly and equitably. We initially payed and extra {$770.00} ( see cd attatched ) for an extended 60 day lock. Now, without any guidance regarding when eventual settlement would occur, we were forced to secure an extra 7 day lock for a cost of {$660.00} Sun trust never made the update in their system. Thus we are requesting {$1600.00} from Sun Trust as a result of their negligence. I am a XXXX XXXX. XXXX XXXX XXXX XXXX, serving on a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am also XXXX XXXX XXXX with my XXXX XXXX I expected better treatment from the mortgage company employees. I expected to be treated equitably. And mostly, given the fact that being in limbo for 5 days is less than highly conducive to XXXX relief given my condition. I am not requesting temporary quarters compensation, nor any other " hard '' cost that I may have absorbed. Pay my family for the locks caused by your negligence. Make us whole. Best, XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX Va. XXXXCompany Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: This XXXX on Thursday, XXXX XXXX 2017, I asked XXXX XXXX XXXX for my check cash which was a little over {$5.00} & she told me that she could not cash my check cuz I had XXXX cents balance on my checking account. Then she showed me that the check was from different Bank company, not Suntrust Bank. I told her so. I had checks cashed several times with small amount of balances on my checking account before. What is more, I will have direct deposit on every 3rd of each month. Also, I informed her that I was XXXX. She would not write to communicate with me being XXXX I even begged her PLEASE write me. That was 3 times to tell her please write on my writing note in nice way. She refused to write to communicate with me being XXXX That is against ADA law to refuse accommodating by writing on paper & pen to XXXX XXXX XXXX customers. She broke ADA laws by refusing to XXXX XXXX XXXX on paper & pen with me being XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A