Date Received: 2017-05-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XXXX XXXX 2017, I contact ed SunTrust to inquire if we were eligible to have our PMI removed. I was advised we have had our loan for over 2 years and have excellent payment history, but currently did not meet the 80 % /20 % LTV required to re move the PMI ( w hich I already knew ). I asked the representative if we could have an appraisal done to show the value had significantly increased beyond the 80 % required. They advised this was an option and told me to send in a written request, in which I would receive a letter response with the requirements to remove the PMI in addition to instructions for sending a check to obtain an appraisal ( {$450.00 } ). I rece ived the response letter on XXXX XXXX 2017, advisi ng to send the letter back with a check in the amount of {$450.00} for the cost of the appraisal. I did so promptly and an appraiser contacted my husband at the end of XXXX 2017 to schedule the appraisal on XXXX XXXX 2017. The appraiser co mpleted the appraisal on XXXX XXXX 2017 and provided the report to SunTrust on XXXX XXXX 2017. I rec eived a letter from SunTrust yesterday, XXXX XXXX 2017 adv ising that the PMI removal was declined due to the property value not resulting in a LTV r ation of 75 %. M y LTV r ation came in at 77 %. Instead, they want {$12000.00} to bring the LTV to 75 %. This is outrageous! All that is needed is 80 % LTV when you purchase a home to avoid PMI ... and now with a certified appraisal they want 75 %?????!!!! THEY ALREADY TOLD ME THAT I NEEDED 80 % TO HAVE IT REMOVED. In addition to all this ... they are legally required to automatically remove the PMI once it reaches 78 %. Again, we are at 77 %! SunTrust is deliberately denying this so we have to keep paying our PMI when we do n't have to, I can not see how this can be legal in any way! When I received the letter on XXXX XXXX , I was already on the phone with SunTrust customer service, holding for a supervisor because the previous rep refused to tell me the contents of the le tter ( a t the time I called, my mail had not yet come so I was calling for a status ). When a supervisor came on the line I told them that they can not bait and switch people and what they are doing is illegal, unethical and a scam. I told her I wanted to file a complaint with the OOP department as well as the CFPB to have the PMI removed as I did meet the requirement of the original lette r ( a nd what I was told over the phone as well ), not to mention meeting the mortgage industry standard of 8 0 % /20 % LTV . T he supervisor actually said " I understand why you are so upset, we have a lot of people with your same complaint '' ... this just says so much about this company. They are making a habit and company culture of screwing people out of their money. In addition to all this ... I believe SunTrust never had any intention of allowing this PMI to be removed ... .the appraisal is low-balled at best. How do I know they did n't tell the appraiser to make sure it did n't come in at a certain amount??? Now I am questioning everything they have ever told me about this process, since they have outright lied to us and provided conflicting information. I was told I would receive a response from t he Office of the President Escalation dep artment by Wednesday, XXXX XXXX . If I even get an actual call from them, I seriously doubt they will apologize, admit their mistake and do the right thing by removing the PMI, therefore I am getting ahead of all this and writing to you immediately in hopes we can get this resolved quickly and do n't need to take other legal measures.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I filed a complaint with CF PB ( XXXX ) that SunTrust reported my car loan payment -- for a car that was totaled and to be payed in full by insurers -- was 30-days late. The loan was paid in full by the insurers but late due to SunTrust 's negligence in responding to the insurer s ' requests for payment methods. Both XXXX XXXX and XXXX attempted to conta ct SunTrust on my behalf numerous times however SunTrust did not return many of those calls. Even so, it was NOT 30-DAYS LATE. My credit report lists a 30-day delinquency for the amount of {$0.00}. SunTrust 's final response to my complaint did not even address my complaint. SunTrust made no reasonable investigation or explanation into the erroneous and damaging 30 day delinquent reporting of XXXX dollars due that SunTrust made to credit bureaus on XX/XX/2017 . More alarmingly, SunTrust 's inclusion in their final response information regarding my unrelated loan with SunTrust only demonstrates SunTrusts accounting and reporting systems lack of accuracy and reliability. Their letter is dated XX/XX/17 and states that as of that date the unrelated account was delinquent. This account had been re-written at the time that was done on XX/XX/2017 , and a SunTrust representative set up the electronic check payment for {$480.00}. On XX/XX/2017 , the payment cleared my bank. SunTrust 's assertion that on XX/XX/17 , the date SunTrust issued their final response, that SunTrust had not received payment for that account is provably in error. Given the fact that SunTrust 's system provided their representatives with incorrect information for my account, it seems obvious that SunTrust 's system can not be relied upon for correctly reporting delinquencies to credit agencies in general, or specifically for information regarding any of my accounts, nor most specifically for the actual account against which my complaint was made. I hereby re-open my complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2017-05-23
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: This is the third time I am filing the same complaint against the same company. All you do is contact the company for them to reply. When are you going to step in and do the job my taxes are paying you to do? SunTrust Mortgage ( Loan Number XXXX ) con sistently misapplies my payments. I make my payments e very two weeks i n the amount of {$550.00} for a monthly mortgage payment of {$1000.00}. This leaves an additional principal payment of {$99.00} each mon th. SunTrust ha s been applying the full {$550.00} to the principal, rather than applying it to the monthly payment. Then, when the XXXX of the month comes along, since the full payment has not been made they charge me a late fee of {$30.00}. Even though they have received full payment. I have only had this mortgage since XXXX , yet they continue to try to steal money from me. You wrote to me on XXXX XXXX that you were sending my compla int to SunTrust. On XXXX XXXX SunTrust wro te that they had reapplied my payments correc tly ( for the second time ). On that same day, they AGAIN misapplied my payment to the principal. In spite of the fact that when I wrote to them I included a payment schedule for the entire calendar year showing how much they would receive and how each payment was to be applied. I want your office to step in and do your job. Simply sending my complaints to SunTrust is not enough. They continue to illegally try to steal money from me and your agency has thus far done nothing to prevent this. I am contacting Senator XXXX and Congressman XXXX to ensure that you do your job and g et SunTrust to s top this illegal activity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: To Whom It May Concern ; I am a Veteran of the XXXX XXXX XXXX, my rank was XXXX XXXX and I served in the XXXX as a XXXX XXXX ( XXXX ) for 27 years. On XX/XX/XXXX, I sent a wire transfer to the Suntrust Bank, XXXX XXXX XXXX, XXXX, XXXX. Bank Code XXXX. Receiving Customer was " XXXX XXXX XXXX '' Bank Account # XXXX. Address ; XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, MD, XXXX. The Amount Transferred was {$6500.00} USD and this wire transfer was cancelled. I contacted the XXXXXXXX XXXX XXXX people and they said they do n't know what I am talking about as the do n't own an account there with that account number. I contacted the Suntrust Bank and they said they see where the money was transferred and they have the wire transfer cancellation but ca n't return the funds as the person to whom the account belongs needs to transfer this money back to me. I have contacted the bank on many occasions but to no avail. They had me sent all of my documents to the legal department somewhere in Florida and to date I have heard nothing. I was told I would have the {$6500.00} USD back in my account within 5 working days and I am at my wits end trying to get this money back. As this one was cancelled and thinking it was coming back I sent the second {$6500.00} USD on XX/XX/XXXX to this account thinking I was paying for Gold but I am a victim of Fraud. I had someone in XXXX go talk to the people there that apparently owns this fake account in the XXXX XXXX XXXX 's name and they are refusing to give my funds back as I have received nothing. This now is a total of {$13000.00} USD that I am out and {$6500.00} USD actually had a cancellation of the wire transfer completed and still no money. I am a XXXX XXXX XXXX XXXX with 27 years of service to my XXXX and I am on a small pension. I am hoping you are able to retrieve my money for me as I was a victim of fraud. The Suntrust bank was of no help to me and I am now totally frustrated with them as they had the paper work to return funds and yet could n't return the money I was owed. I am hoping you are able to help me with this matter and return my hard earned mooney to me as soon as possible. If it were {$50.00} I would write it off but it is a substantial amount of money and I need it back as soon as possible as I did not receive anything for what I sent the money for. My email address etc is as follows ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ON, XXXX XXXX XXXX XXXX XXXXXXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XXXX / XXXX / XXXX , my wife ( XXXX ) and I went to the branch in XXXX , MD on XXXX XXXX to open a checking account in her name. We worked with a personal banker named XXXX XXXX to set up a personal checking account in the name of wife only. My wife provided the following information to her : 1. Social Security Number ( actual card ) 2 . Drivers license XXXX XXXX continued the process and after a few minutes, told my wife that she was not eligible for an account. She said that XXXX declined the request. XXXX XXXX asked do you have an account that is delinquent as that is the most frequent reason for being declined. We both said no, that is not the case. In fact, she has an account at another national bank in good standing and there has never been an issue. She then we to spoke to her manager and returned and gave us a document with SunTrust log titled XXXX Decline Notice. She told us that we had to contact them at the number on the document to find out why my wife was declined. I said to her, lets call them now. With her present, we called XXXX . After notifying us that the call was being recorded and asking XXXX permission to speak in from of me ( she told him that Im her husband and yes ), we spoke with the XXXX agent and he first requested two pieces of information from my wife : SSN and Driver License Number and state of issue. She provided that. The agent they entered the information into their system and told us ( with the SunTrust Personal Banker XXXX XXXX listening ) that, there is no negative information regarding the data provided. I then asked him to speak with XXXX XXXX and she really said nothing ( again, a recording exists ) and then the call ended in about 1 minute. She told us that she was unable to process my wifes request for an account because of XXXX . She said they could do nothing until their process was complete. I asked her what was the process and she said it would be follow-up with XXXX . The blatant lies that XXXX XXXX told include the following : Lie # 1 : She submitted my wifes information to XXXX . Not true and XXXX said they had no information on my wife. Lie # 2 : XXXX had declined us sighting that my wife had adverse/negative information about the identification she provided. Per the XXXX Decline Notice, XXXX did not make the decision to open the account and is unable to provide you with specific reasons why the account opening was declined. Again, XXXX XXXX lied as she told us that they did not decline but it was XXXX . Lie # 3 : The checks my wife wanted to deposit into the new account are expired. Flat out a lie. There is no such information on the check noting expiration. Next, we went to a branch of SunTrust in XXXX about XXXX miles away. We told the manager XXXX XXXX XXXX , Vice President Branch Manager ( XXXX & XXXX XXXX XXXX ), what happened. He apologized for the experience and said we will be able to help you. We provided the same information. He requested and she provided an additional piece of identification ( my wifes credit card ) and withi n 10 minutes, he opened the account and established online banking. Very importantly, the checks that my wife had, from SunTrust was de posited and they have in fact since cleared with no issue. In sum, this experience with SunTrust Branch in XXXX MD was clearly demeaning, disrespectful and a clear act of racism. XXXX XXXX treated us like we were criminals. Importantly, the checks in question were issued by SunTrust less than one y ear ago. Also, the checks according to the SunTrust Branch Manager , XXXX XXXX XXXX ( XXXX , MD ), who accepted them and deposited that same day said those checks would be honored for 5 years before they would need to be re-issued. Withi n 10 m inutes, he opened the account and established online banking. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2017-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, My initial application to Suntrust Mortgage was submitted in XXXX . 2017. It entail a refinance of the current mortgage with the company. Everything was going well except the appraisal. It was more than 30 days after the initial application and all documents were submitted way ahead of schedule and A Paid Appraisal. The appraisal result was less than expected by more than {$100000.00}, So I appealed wit h Data and a brief summary. Well I never received an answer regarding the appraisal and Then suddenly, I was n't approved anymore. I requested a refund of my appraisal, but was denied About 3 months later, I contacte d Suntrust mortgage to state my dissatisfaction of the service to resolve our differences and to re apply since it was less than six months. I explain the situation to the former loan agent, but he refuse to talk, so I was transferred to another who transferred me to a manager which allowed me to resubmit the appeal. XXXX XXXX of my chief complaints was using an appraisal that was located more than XXXX miles away from subject property when there are plenty of appraisals located in the city of the subject property And the appraisal used comparables with different zip codes that are in undesirable areas. All of my complaints included references from police departments and XXXX XXXX XXXX After the submittal, the appraisal stood as is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 907XX
Submitted Via: Web
Date Sent: 2017-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-17
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: On XXXX I called Suntrust Bank to try to get an extension on the remaining balance I have with them of {$850.00}. My v ehicle was totaled and between both insurance companies the bank has received over {$24000.00}. I have never been late on a payment. I even asked to speak with the supervisor ; his name is XXXX he did n't want to assist me either. I advise him that I am unable to make the payment due to me being unemployed and needed the extra time. I also advise him that they just received a payment from my insurance XXXX . I never have experience anything like this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2017-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On the evening o f XX/XX/XXXX I re viewed my account and became aware that it was in the negative. At the time there were XXXX pending items - {$26.00}, {$24.00} and {$11.00}. The pending items as listed were included in the negative balance. I immediately transferred {$80.00} from my savings account to cover all of the pending items and have a positive balance in the account. The next morning my account was again in the negative. No additional charges beyond the pending items from the night before had posted. Suntrust chose to post the XXXX pending items prior to crediting the transfer deposit of {$80.00}. This is both unfair and deceptive because when I transferred the {$80.00} my account reflected a positive balance- that there was sufficient funds to cover the pending items and have a positive balance. However, by Suntrust posting the pending items first ( knowing that there was money deposited to cover them ) you balanced my account in such a way that maximized the possibility of overdrafts. Again, unfair and deceptive. I am requesting that Suntrust immediately refund {$100.00} charged to me as overdraft fees on XX/XX/XXXX . Thank you for your immediate attention to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 277XX
Submitted Via: Web
Date Sent: 2017-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I hav e $ XXXX + being held by Suntrust bank for nearly a month now. The funds were sent in via wire transfers and should have been made available immediately. They closed the account on XXXX XXXX , 2017 and still have not given me my funds. I called this morning and spoke t o 2 different individua ls, one a manager and was told th at they had no intent to send me my money. They said I needed to contact the financial institutions that initially sent the money. I asked what I was supposed to say as of course I had no account information and was n't their client. I asked where the money was that was received, NO ANSWER. I asked if she was insinuating they had returned the funds to the originator and if that is why she was asking me to call those banks and she said s he had no information regarding such. I had a customer contact Suntrust 3 days after paying for an order and say they did not initiate the wire. I provided 30 or so pages of documentation and communication for over a month with 4 different employees from that company - AMPLE PROOF they did in fact send the wire - an email directly from the owner confirming that and could not get ANYONE in the fraud department to review the paperwork. The customer wanted to cancel the order which was fine but they lied and said the wire was not authorized. I will be happy to provide ALL of this documentation. A suntrust Branch manager told me concretely MULTIPLE times th at any funds coming in would be disbursed at the time of closing the account. She said I would have a bank certified chec k within 5 - 10 business days. That money is contractually obligated. I must fulfill those contracts by XXXX XXXX , 2017 and they r eq uire a 4 week production time. Any and all Liability is now on Suntrust Bank. They are putting me out of business and CRIMINALLY STEALING MONEY.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33470
Submitted Via: Web
Date Sent: 2017-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. In XXXX we received notification of an escrow shortage and specifing a new payment amount of {$1700.00} ( from the previous {$1600.00} ). We requested a second statement of mortgage payments and the anticipated shortage but have not received it as of XXXX / XXXX / XXXX . 2. In XXXX we received a mortgage statement for a payment of XXXX without any explanation. On XXXX / XXXX / XXXX I called t he Suntrust Mort gage and the agent said that on XXXX there was an adjustment and the payment should be XXXX . It makes no sense that the payment should change so radically in a one m onth period, especially since it was already adjusted in XXXX .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06095
Submitted Via: Web
Date Sent: 2017-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A