Date Received: 2017-06-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX 2017, our client 's email account evidently was hacked changing the client 's wire transfer instructions from his bank, XXXX XXXX XXXX XXXX, to SunTrust Bank in XXXX, FL. A wire transfer in the amount of {$53000.00} was sent from XXXX XXXX in XXXX, KY to SunTrust Bank in XXXX, FL and was deposited into a fraudulent account by SunTrust. The receivers name on the wire did not match the name on the account described in the wire transfer instructions, however SunTrust deposited the money into an account and allowed it to be withdrawn. SunTrust was contacted by XXXX XXXX in an effort to retrieve the wire but SunTrust refused stating the money had already been withdrawn.
We believe SunTrust Bank violated Federal Banking Code 4A-207 of the Federal Banking Regulations ( attached ) and request a full return of the {$53000.00} that was placed into the incorrect recipients account by SunTrust Bank.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 420XX
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I attempted to access my account online and was notified by the online portal that my account had restricted access and that I had to call their help number. This first occurred on XXXX XXXX, 2017 which was a sunday. The number I called notified me that their helpdesk was closed. So, I called again on Monday XXXX, 2017, the date I am making this complaint. After speaking to the first person, they told me I had to go to a SunTrust bank branch in order to prove my identity and have my account unlocked. This is not possible because I live in Colorado and they do not have branches west of the Mississippi. So, that person told me to call the branch in which I opened my account. Which was the XXXX, FL branch. After speaking to the fraud and support specialist there, they informed me that they can not do anything with my account unless I go in to the branch in person. They then directed me to speak to SunTrust 's fraud department over the phone. After speaking to multiple people in this department who all gave me the same " you have to go to a branch '' they finally escalated the call to a supervisor who then gave me the same " you have to go to a branch '' response.
So, I am stuck here unable to access my accounts with SunTrust because they are, for some reason, requiring me to go in to a branch to verify my account. Over the phone I verified my name, address, account number, social security number, etc and they still said that I have to go into the branch. As you can tell, this is an absurd request on their part.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80214
Submitted Via: Web
Date Sent: 2017-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: In XX/XX/XXXX after many attempts by XXXX XXXX branch manager XXXX XXXX and XXXX XXXX XXXX I agreed to move my business loan from XXXX XXXX XXXX too XXXX XXXX
XXXX XXXX XXXX made a business loan to XXXX XXXX ' XXXX XXXX XXXX in the amount of {$11000.00}. Secured by the property addressed XXXX XXXX XXXX, XXXX, Georgia and XXXX XXXX XXXX XXXX, Ga. 31201. Filed in the Superior Clerks Of XXXX County, Ga. Book 1933 page 181. The same not was marked satisfied XX/XX/XXXX book 3267 page 10. XXXX XXXX Of XXXX County original note filed in the Superior Clerks Of XXXX County, Ga. XX/XX/XXXX book 5427 page 269 in the amount {$170000.00}. XXXX XXXX of XXXX County, XXXX, Ga was closed by the Georgia Department of Banking and Finance, and the FDIC was named Receiver. All deposit accounts were transferred to XXXX XXXX and XXXX XXXX The banks name changed but the employees remain the same. My loan is up to date with XXXX XXXX and has been paid on time every month. The problem with XXXX XXXX formally XXXX XXXX is the beginning amount of the loan is more than the payoff amount made to XXXX XXXX XXXXk. The maximum amount borrowed from Trust Company Bank was {$110000.00}. There was one renewal with SunTrust Bank and the balance on the renewal note was {$97000.00}. I never borrowed any additional money on this note.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2017-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a XXXX with SunTrust Bank. Their online payment system is very buggy at best and they refuse to even acknowledge that they have a problem. If it was an annoyance that would not be so bad but this is costing their customers a lot of money. The system either sometimes acknowledge an online payment but does n't actually submit it and sometimes refuses an online payment but actually take the payment. On XXXX XXXX, 2017 I attempted to make a payment of {$250.00} online and the system rejected it twice. I call customer Service for help but was told that they could my bank with the routing number. There was nothing wrong with my routing number. I called the next day ( XX/XX/XXXX ) and was able to make the payment and the representative told me that the other attempts were not successful. I talked to a supervisor ( XXXX ) and he confirmed that I was unable to make the payment on line. He insisted that there is nothing wrong with the bank online system. The next day I checked my account on line again and noticed three payments ( 2 on XX/XX/XXXX and 1 on XX/XX/XXXX ). I called SunTrust and was told by XXXX not to worry as their system shows only 1 payment made over the phone. When I checked my personal checking account however, it showed that SunTrust withdrew {$750.00} ( three times {$250.00} ) from my account. I called SunTrust back and asked to talk to XXXX the supervisor again but was told that he suddenly went on vacation. I talked to two other supervisors, XXXX, XXXX and one manager, XXXX and was told that the best the bank can do is issue a refund but I would have to wait at least ten business days. Now my other bills are in jeopardy of defaulted and SunTrust would not so much acknowledge that they have a problem. I understand that this bad system does n't affect the bank as they are able to collect late fees when their system fails and benefit from people having bad credit scores since they can charge higher rate, but I do n't think they should be allowed to defraud their customer like this. This is morally reprehensible and ultimately will be bad for business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My SunTrust checking and savings accounts were closed a couple of months ago. I never received a check in the mail for the balance.
I called SunTrust customer service and they told me that I MUST go into a branch in order to resolve the issue. I was told that a check would be reissued the same day at the branch. When I got to a SunTrust branch in XXXX , NC ( I literally had to fly there, as I currently live outside of SunTrust 's coverage in California ), I was told that they would have to put a stop payment on the previous check and wait 24 hours before issuing a new one. 24 hours later, the branch called and told me that in order for them to issue a new check, I would have to purchase a surety bond for 25 % of the sum of the check. This was contrary to the information the branch had received from the helpline and forwarded on to me the previous day. I asked the branch if there was a tracking number for the first check that had been sent to my house in XXXX XXXX , FL. Maybe it was stuck at the post office the whole time? They called me back and said that they could not provide that - either there was no tracking number or they did not have access to it. I would like to note that the branch in XXXX , NC was great. It 's a lovely town and the people who work there were very nice and helpful. They were just given incorrect and inconsistent information by SunTrust corporate. I have already been waiting months for my account balance. I have spent a significant amount of time and money trying to resolve this issue. I 'm not purchasing a surety bond unless the bank is paying for it.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2017-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Claim XXXX was opened on XXXX , XXXX XXXX XXXX XXXX . This transaction was paid through XXXX , the package arrived with item missing from it. The merchant did not include the item prior to shipping, a mens wallet. XXXX will not refund, they will only reship the item which is no longer wanted.They advised me to dispute charge. I attempted to dispute charge through XXXX . however, claim was closed by mistake and refuse to re-open it or do anything further, I was advised to dispute charge with my bank which is Suntrust. A claim was made on XXXX , however, nothing has been done. Suntrust reps, which are outsourced to foreign countries like XXXX , are of no help and only state the claim is in progress. They verified affidavit was received, still nothing done as of today, XXXX . The transaction has overdrawn the account and received XXXX insufficient funds fees on XXXX and XXXX because of it. I need credit for transaction as well as overdraft fees mentioned
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: 2017-06-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-03
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have complained before the CFPB about Sun Trust bank charging over drafts where there is no overdraft feature enabled on the account and charging maintenance fees for getting a receipt of a deposit or withdrawal transaction at Sun Trust own ATM. They refunded most of the fees but they have not refunded one of the XXXX dollar charges that was for a receipt at their ATM. This is a Maintenance free account.
Also Sun Trust prevents me from seeing my balance at their ATM during transactions, which seems to be a trap that could cause overdraft. If I ask the machine what my balance is then they will charge me for a balance inquiry. In addition, I have 1 checking account and 1 savings account, yet Sun Trust ATM lists 2 chk accounts when I go to make a withdrawal, again this seems like a trap because the savings account only allows for a limited number of withdrawals per month from the ATM without penalty. Sun Trust appears to be making calculated efforts to manufacture fees and penalties by withholding balance information at the ATM and by masquerading the savings account as a checking account during the withdrawal process.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: 2017-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: NEW COMPLAINT : No credit of refund of XXXX issued by XXXX on XXXX .
Number 3 ACTIVE UNRESOLVED COMPLAINT. SunTrust still forcing my account open due to refunds owed TO ME BY SUNTRUST. Suntrust has made ZERO CONTACT WITH ME ON ANY OF THESE OPEN AND UNRESOLVED COMPLAINTS. I want SunTrust to contact me ASAP, explain What They intend to do to help me and a projected time frame for resolution to return my STOLEN FUNDS.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: 2017-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-01
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 had a dispute it was resolv ed Suntrust sent m e a letter to that and asked if I wanted the paperwork they have used so I could look at it. That wa s 2 weeks ago and I have called 10 times ( XXXX XXXX XXXX ) I h ave been lied to, hung up on and been treated terribly I am ready to go postal on these people they do n't give a XXXX about anybody, They need to be put down. My local offi ce ( XXXX FL ) was useless..The lady I talked with to day told me they had to request the paperwork. Now another 7 days I have to wait. Another problem I think happened they stalled me since XXXX XXXX to resolve this. and they did n't post it on my online account. lies and corruption from this bank and it needs to stop. You can only call XXXX number and the customer service XXXX . They no nothing even If they XXXX XXXX . XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2017-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: XX/XX/XXXX I was in a terrible accident and I could n't make my car note payment which is actually to high and I have repeatedly attempted to get SunTrust Bank to lower my payment in order to avoid any financial issues with the bank. I have called them in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX if I am not mistaken. Each time I have asked for a lower payment schedule only to be denied for several reasons. I am a XXXX XXXX XXXX with a limited income and at the time of the loan payment I was working at XXXX. However, I am no longer with XXXX and need to have my loan interest rate lowered, and the monthly payment as well to ensure that I can not only pay for the vehicle but not continue to have their debt collectors, and repossession office calling me leaving messages. My car payment stands at {$380.00} with an interest rate of 6.84 % which if could be lowered I would n't have any issues with keeping my payments current and up-to-date. Today,XX/XX/XXXX, I was speaking with one of their collectors XXXX he would n't give me his last name but his # id number is XXXX. I stated to him that I was in a hit/run accident and was just recovering from the entire situation and that I would be able to make a full payment this week Friday, XX/XX/XXXX and he because hostile, rude, disrespectful in nature, and completely unprofessional to understand my current situation and my desire to make a payment arrangement and told me that SunTrust was n't interested in my making a payment unless it was a complete payment of XXXX to bring the account current from the previous 3 months which was due to the accident and lost of income. I even offered to have them speak with my attorneys who are going to settlement with the lawsuit for the accident. XXXX, the SunTrust employee refused to listen, became even more aggressive and did n't think before he spoke. This is unacceptable behavior from a bank and I want SunTrust Bank to deal with my situation with professionalism and their employee with appropriate actions. The number I called was XXXX Debt Collection The number for the bank itself I called XXXX Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A