Date Received: 2017-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I make my mortgage payment every month on or about the same day every month. In 17 years I have never been not even a day late. USING THE SAME ACCOUNT TO PAY. The last three months bank says they can not identify the account or I have nsf funds available. I call my bank they say the payment was never submitted to them for payment .My Bank even asked for the federal reserve ID number so they could track the payment. SunTrust w ould not give me that number. They are continuing to Insinuate that its something Im doing something wrong and I should pay a late fee They are harassing me with phone calls, letters saying I have not payed I have confirmation numbers for every payment! so every month I call and complain they try to make me pay a late fee I refuse they run the same acc number payment goes thru help
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: 2017-05-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Tax payments were made from my account that included penalty and interest in the amount of {$420.00} without my consent in XXXX XXXX . I did not receive a supplemental bill from XXXX XXXX in XXXX XXXX , though their system shows that a bill wa s sent. Suntrust can not disburse amounts without the consent of customer but they did. I requested suntrust to provide proof that a call was made requesting them to disburse funds. Their tax department agreed to provide proof but later denied after few months. My wife has never made a call to Suntrust and now Suntrust claims that somebody did call and they can not provide any proof. I have attempted 7 times to resolve this matter and I have been given a run around. I was promised 4 times in the past that there will be follow up call and a proof will be provided to me, but no one called nor provided an explanation.
It defies all logic that I would wait 3 months to make the call to Suntrust a bout the bill that was received in XXXX XXXX , knowing that the bill will attract penalty and interest.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2017-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: NEW COMPLAINT UNRELATED TO ANY OTHER CASES Credits not received. Credit from XXXX on X/XX/2017 for XXXX . Never received. Credit from XXXX on X/XX/2017 for XXXX . Never received.
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: 2017-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX 2017 , I used my debit card at a gas station around XXXX . I then headed to work where I stayed until the evening. I have a signed document from my boss confirming my hours. My card was with me the entire time and can be proved since I used it a couple times while in the area. By about XXXX there was a " balance inquiry '' made at a random ATM on the other side of town which we know of bc we were charged a {$3.00} fee. By late afternoon/early evening there were 2 mone y orders taken out of our account for {$700.00} each and were picked up at the sam e location ( post office ). We have copies of the signed money orders ( 2 different signatures/names ). Our checking account was completely drained, we called Suntrust and they refunded us the {$1400.00}. We thought all was well. Then about a week later we received a letter saying they were t aking the money back. We were astonished and confused. For weeks they refused to tell us why. They said that the " investigator '' re ported too many inconsistencies, whatever that means, and would n't give us any details on the investigation itself ( if they checked camera footage, etc ). I filed an appeal here and got denied again. Then they finally told us that apparently because they had my pin and I had a chip that it was next to impossible, and that its not really heard of. I have been doing research for a while now and have eith er found, read, or heard first hand stories of this happening. It 's called shimming. Suntrust did absolutely nothing to try and catch the people that did this and have put us in a situation where apparently we have to prove we are good people rather than do any actual investigating. {$1400.00} is nothing to a bank, but it was all we had. I have had a police investigator on the case and we also got a credit card at his recommendation so that we hopefully never have to deal with someone stealing our hard-earned tangible m oney again. So here I am, appealing once again for someone to take more than 5 seconds to look at our case because chip reader and pin information are being stolen all the time. It 's not " rare '' an ymore.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37206
Submitted Via: Web
Date Sent: 2017-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-27
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My checking account with Sun trust Bank went overdraft due to a payment I made to a collection company, I only had available {$77.00} when the {$100.00} payment was withdraw from the account creating an overdraft. Ad ditionally, the bank charged me a {$36.00} overdraft fee for an automatic insurance added by them and XXXX .. for being extended overdraft. I 'm supposed to deposit {$180.00} for overdraft of which {$140.00} are fees. I called the customer service line, and they declined to make the adjustments even though the valid amount of money I am overdraft is less than XXXX .. Needless to say, {$140.00} overdraft fees in a week is detriment to the consumer and if do n't have the {$180.00} to deposit now they told me I was going to continue to receive a {$36.00} every 4 days until I covered the overdraft amount. How do you allow a bank to charge those excessive fee 's. I am trying to pay my bill, s to catch up and this crazy overdraft fee policies will impede me from paying, or even buying food for me and my family. I understand I went over for not checking the available balance but a {$140.00} for having less than {$50.00} dollars in my checking account is outrageous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32703
Submitted Via: Web
Date Sent: 2017-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX , 2017 I con tac ted SunTrusts Stop Payment depa rtment ( proof submitted, # 1 ) to interc ept an upcoming invoice for which I had revoked my authorization. T he Stop Payment employee gave me a baffling reply ( proof submitted ; # 2 ). Naturally, in my stop payment request I specified which payment I was talking about : that it was an invoice coming via **** in an amount of {$240.00} ( and I gave its number ) that I wanted to be stopped. One cant be more precise than that. However, far from honoring my request, or at least addressing my concerns, SunTrust discu ssed a CHECK CARD purchase, made in a DIFFERENT AMOUNT. The authorizationthe employee wroteoccurred on XX/XX/17 at XXXX XXXX . ET, an d the card ending in **** was used. So not only was this transaction different in every respect from the one I wanted to prevent, it was authorized HOURS AFTER I contacted SunTrust with my sto p payment request ( at XXXX XXXX XXXX ). It must be clear to everybody but the most careless reader th at it COULDNT have been the item that I sought to stop. The next day SunTrust paid, over my express wishes, the amount for which I had revoked authorization. To da te ( XX/XX/XXXX ), S unTrust ha s failed to give any explanation as to why their Customer Service/Stop Payment employee did not address at all the problem for which I requested assistance. What could have prompted the employee to concentrate on an item that did not resemble in any aspect the item described in my stop payment request? I think he wrote about whichever item he saw in my record because the invoice in question had not yet been presentedthus the loss was eminently preventable at that time. Why did he not act upon my timely request, thereby preventing a foreseeable loss? I can not fathom that. The fact remains, though, that in spite of my XX/XX/XXXX contacting Customer Service/Stop Payment department ( proof of which I am submitting with this complaint, # 1 ), on XX/XX/XXXX ( t hat is, already in possession of the information that I had revoked my authorization for the char ge ) SunTrust paid t he invoice AGAINST MY CLEARLY STATED INTENTIONS. Having been unsuccessful getting either my order or my money back from the merchant, o n XX/XX/XXXX I c ontacted SunTrust to dis pute the charge. I explained ( proof submitted, # 3 ) that my reason was that even though I contacted SunTrust o n XX/XX/XXXX to pr event payment, SunTrust failed to do so, and I felt making me bear the consequences of SunTrusts failure to act upon my request is wrong. SunTrust s ent me an affidavit form pertaining to the XX/XX/XXXX charg e, which I returned via U.S. Mail t o the address given to me as soon as I received it, having marked I revoked the authorization I had given to the party to debit my account before the debit was initiated. Date I revoked the authorization : XXXX XXXX , 2017. SunTrust ig nored my signed affidavit ( which was quite an insult on their part ), just as it ignored the XX/XX/XXXX expl anation of my claim. While initially it issued a provisional credit in the disputed amount , SunTrust de nied my claim, declaring that the charge resulted from a valid transaction, and revoked the provisional credit. SunTrust ass erted that the transactionconducted on XXXX XXXX , 2017 was co mplete and valid. There were no errors on the transaction, and withdrew the provisional credit. BusinessDictionary ( XXXX XXXX XXXX ) defines transaction ( definitions 4 and 3 ) as an [ e ] xchange of goods o r services between a buyer and a seller or [ a ] ctivity affecting a bank account and performed by the account holder or at his or her request. As I have not received anything in exchange for my money, which was paid not AT, but AGAINST my request, this was not even a transaction, let alone a complete and va lid one. But when I brought this up, curious to learn why SunTrust considers to be a valid transaction something that does not conform to either applicable definition of the t erm, SunTrust conveniently ignored this point, too. ( To add insult to the injury, they invariably offer in every communication to answer any questions I still may have. ) I have been trying to recover my money for ove r four months. A number of exchanges have taken place sinc e XX/XX/XXXX . Th ese, however, did not lead to a resolution, due to a complete lack of good faith on the part of SunTrust. The singlemost important fact in this case is that I informed SunTrust that I had revoked my authorization for a payment in time to prevent the loss, yet SunTrust paid the amount all the same. This is the basis of my claim. However, communications from SunTrust do not mention having been notified that the amount was no longer authorized, nor do they explain why the Stop Payment department did not address my request at all. They recite in tedious detail fact s that are irrelevant and not even in dispute, but carefully avoid the fact that is the most crucialthat the Bank paid an amount, knowing full well that I had revoked authorization for it. I have brought this matter to their attention so many times that the Bank cant be unaware of it. Rather, their actions are consistent with a refusal to take responsibility for their own fault. Although handling a depositors money not with reasonable care, but with a complete disregard for the depositors wishes is bad enough, compounding it with excising facts in order to materially alter a customers case ( so that they can deny it ) makes it much worse. I am saddened that SunTrust values its reputation and integrity so little that it resorts to such tactics, just to avoid responsibility. SunTrust boasts to have a dedicated fraud protection team to ensure that you are not held responsible for charges you did n't make '' ( # 4 ). I assume that this is a company policy and not a calculated false statement. SunTrust has clearly violated this policy. I am a senior citizen, trying to survive on an extremely limited income since my unexpected retirement. I have lived financially responsibly my entire life ; never spent more than I earned. But due to SunTrusts improper actio ns ( paying a party an amount I did not authorize, and making me bear the consequences of their own wrongdoing ), I did not have enough money left in my account to cover a check . So SunTrust began charging me overdraft fees. This shifted the balance further to the negative, so next time SunTrust again penalized me for it. So for SunTrust, this is a gift that keeps giving, as they say. To date, SunTrust has frittered/siphoned away 75.44 % of my monthly income. Knowing from a long experience how SunTrust deals with complaints, I try to speed up the process a bit. Here are SunTrusts policies pertaining to overdraft fees, as I found them on their website. I would n't say a word against SunTrust 's applying these policies, had the negative balance come about through my own fault. I want SunTrust to reimburse me for the overdraft fees only because SunTrust itself has caused the condition for which it keeps penalizing me. And that goes against every principle of justice and fairness. Overdraft Fee A {$36.00} fee that is incurred when a transaction amount exceeds your available balance and is paid with negative funds. Extended Overdraft Fee A {$36.00} fee that is incurred when your current ( ledger ) balance has been negative for five consecutive business days ( excludes Saturdays, Sundays and ho lidays ). We start counting on the day your current balance becomes negative. https : //www.suntrust.com/facts-about-banking/understanding-bank-fees/overdraft-fees P lease note that it does not say anywhere that SunTrust is entitled to exact these fees even if the negative balance comes about as a result of SunTrusts own wrongdoing. I submit that the Bank should not continue to benefit from conditions that its own wrongdoing brought about. Should SunTrust disagree, I am asking it to kindly give me the URL for the warning that SunTrust will exact these penalties even if the bank itself causes the negative balance. From the moment SunTrust charged my account against my instructions, I lost co ntrol of my money. Once the Bank managed to cause a negative balance, it can, pointing to its above-cited policies, keep siphoning off at least {$72.00} each month, like clockwork, until my entire retirement income is used u p. SunTrust has already caused me the loss of 75.44 % of my monthly income. And I am completely powerless, because they pretend that their wrongdoing did not happen ; they admit of no fault ; their replies only insult my intellect as they make me appear an unreasonable person unable to understand simple policies. I will greatly appreciate CFPBs efforts to have this matter resolved. I am attaching proof of the basis of my claim. Because of the hardships I am suffering, I would be grateful for a speedy resolution. Thank you very much for all your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: NEW CASE, NEW TRANSACTION Missing refund on X/XX/2017 from XXXX for XXXX Fraud department now lying and saying I can not submit a claim/dispute. All I want to do is close my account. They took literally over a month to credit my last missing refunds. Now we are starting again. The contact from SunTrust assigned to me for my last cfpb complaint refused to speak to me and told me she would call me when she would call me and had n't even looked at my case. Essentially, do not call again.
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: 2017-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SunTrust Bank debited my mortgage payment account {$17000.00} on or about XXXX XXXX . They reversed mortgage payments that I had made in XXXX XXXX , XXXX XXXX & XXXX XXXX on my loan. All on time and without incident. They took the money without my consent and used to pay a legal settlement they entered involving a bankruptcy trustee that had sued SunTrust for payments they accepted on my loan six years ago. Without my knowledge and without me ever being a party to that lawsuit, they settled the matter and used my money to pay for it. They intern filed a foreclosure suit saying that I was three months past due ( the payments they reversed ) and would n't accept any future payments. The whole time I was paying timely on my loan. They basically stole three payments from me to resolve a legal matter that I was n't in. I was forced to hire a lawyer to defend the foreclosure and eventually settled the matter by paying XXXX back as settlement for the XXXX they paid to the bankruptcy trustee. I also had to make all the payments that were due from XXXX XXXX through XXXX XXXX . They received and cashed all the payments that were required in the settlement and yet now they are refusing to accept my XXXX XXXX & XXXX XXXX loan payments that have been sent to them via federal express each month. On XXXX XXXX , XXXX I received a notice of default saying that I owe the XXXX payment and any subsequent payments, all that I have made to them and confirmed that they received. Suntrust has refused to live up to their end of the settlement and is now threatning me again to take my house. I do n't know what else to do. They must be stopped.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2017-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My primary residence was going through possible repossession, then short sale with XXXX ( XXXX XXXX XXXX XXXX ) fr om XX/XX/XXXX - XX/XX/XXXX . Was able to do modification later on. However, the new mortgage is for 40 years. Suntrust Bank h ad a second mortgage and XXXX me stating Debt Forgiven. Date of identifiable event by Suntrust is XX/XX/XXXX . This was a taxable event and had to be filed with the IRS. A recent title search revea led Suntrust is still showing as a lienholder on the property and title. I am looking for Suntrust to remov e themselves as lienholder on the property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32207
Submitted Via: Web
Date Sent: 2017-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a Conventional with PMI mortgage. SunTrust Mo rtgage / Loan officer XXXX XXXX . I believe I have been charged PMI inappropriately since the mortgage was issued based on the loan to value ratio. I have called the local branch and was told XXXX XXXX no longer works there and given a direct number to call. When I did I was told I would have to pay for another appraisal to file for discontinuance of PMI. Again my complaint that I should never have been charged PMI was politely ignored. My appraisal document shows the appraisal at XXXX and the appraiser states that is on the low end of a scale between $ XXXX .and {$540.00} My original loan amount ( XXXX / XXXX / 14 ) was {$360.00} which equates to 72 % of the appraised value even at the lower end of the scale. No one will discuss or admit that it is clearly below 80 % which I believe is the threshold for PMI requirements. I have copies of the appraisal Etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29841
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A