Date Received: 2017-05-15
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This company, XXXX , sent me a letter and claimed I have unpaid amount {$380.00} to Sun Trust Bank . Except I do n't do business wit h Suntrust Bank. I visited Suntrust an d ask them if they have an account under my name, gave them my driver license and the letter from XXXX . Suntrust search and came back negative, they do n't have me as a customer, they also checked back dated to year XXXX , nothing. I also checked my credit report and verify a possible identify theft, again, nothing. Contacted XXXX , XXXX , gave them the reference # XXXX . Informed them they have the wrong person which they denied ... I asked how they get my record. They could n't give me an answer. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2017-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My daughter 's debit card was lost/stolen on XXXX XXXX XXXX . The very next day on XXXX XXXX , XXXX ... .there was a check in the amount of {$3100.00} deposited in her account by ATM and then a transaction in the amount of {$2900.00} took place at XXXX XXXX She contacted SunTrust on XXXX XXXX , XXXX to inform them that her card was lost/stolen and they identified that it appeared to be some fraudulent activity on her account being that the deposited check of {$3100.00} was returned on XXXX XXXX , XXXX and marked as forgery. They also informed her that her account would be frozen. At that time, we thought that SunTrust had started a dispute on the transactions in question being that the transactions took place after the date her card was lost/stolen. Ho wever, we discovered that the dispute was not started and I then proceeded to start a dispute on XXXX XXXX , XXXX . From that point on, I received conflicting information from calling the fraud customer service line and from a branch person at a SunTrust phy sical location. XXXX person told me that a provisional credit would go into the account while the investigation took place and the branch person told me that being it was a pin-entry transaction that a provisional credit would not take place and that we needed to wait until we were contacted by an investigator f or the final decision on the case. This exchange with the branch employee took place on XXXX XXXX , XXXX and a n investigator reached out to my daughter the very same day and left a voicemail. My daughter c alled the investigator back two tim es that day and left voice mails but she never received a return call. Then, on XXXX XXXX , XXXX ; someone left a voicemail on my phone asking us to call back again but I did not listen to this message promptly being we were dealing with graduation activities that day and the next day. On XXXX XXXX , I reached out to the SunTrust fraud customer service to discover that the dispute was denied being tha t the investigator cou ld not get in contact with my daughter. I told them of the chain of events about the investigator calli ng my daughter on XXXX XXXX and not returning her call when she called back. I then asked to have the case reopened. The customer service person indicated that they would reopen the case Then two hours later, I received an email saying that the case was denied. I called back to speak to a manager t o verify that the case was reopened and she told me that the case was denied and it had nothing to do with the fact the investigator coul d not reach my daughter. She said that the investigation was not in our favor and the claim was being denied. I asked her to offer me suggestions on what I needed to do in order to have this matter resolved and the only thing she told me is that I could dispute/rebuttal the decision only if I had additional information to offer to t he investigator an d that this process would take 45 days. I asked her what type of information was needed and she would not suggest how to remedy this problem or would she divulge what investigative steps were taken. I asked should I get a police report or contact XXXX about the transaction and she would not give me any assistance. Needless to say, I am very angry about the lack of compassion and help that I received from this person and other customer service people I spoke with from the beginning of this situation being that they all seem to be located in a foreign country and were very hard to understand and/or they were very automated with their responses given. As of today, our account is still overdrawn by {$2500.00} being that my daughter 's direct deposit from her job of {$410.00} was consumed by this fraudulent activity as well as my direct deposit of {$100.00}. I have been a customer with SunTrust sin ce XXXX and I am very disappointed to be treated this way and I need help on what to do about this fraud that occurred in my account. Also, I am a XXXX XXXX employee and this type of activity in my account could impact my job negatively. It would be greatly appreciated if you could help us get this matter resolved. I look forward to your response. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2017-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-15
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I w as sent 3 different c losure notices for accounts that were opened in my name. I have never been a customer of this bank. When I contacted the bank the said that the XXXX accounts looked like fraud. The accounts were opened with a XXXX balance, maintained a XXXX balance and then closed with a XXXX balance. All with in a months time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33455
Submitted Via: Web
Date Sent: 2017-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Wednesday morning, XXXX XXXX , I deposited my paycheck in my suntrust checking account. On Thursday, XXXX XXXX , I received an email from suntrust saying that the check was on hold. I contacted them to find out why and was given multiple conflicting answers. My work researched everything they could to find out what was going on, because as far as they were concerned there was nothing wrong with the check and no reason it should be held. Our accounting reps spoke with their bank, the bank the check was drawn on, and discovered that the check had cleared on XXXX XXXX , the same day that I deposited it. The hold was n't placed until the following day. Bank reps from our company bank contacted suntrust but suntrust refused to release the hold. I also contacte d SunTrust, many times, and so did my payroll department. They refuse to release the hold. The check has already cleared, it cleared immediately. Suntrust has taken my paycheck and the funds they received from it and they have stolen them from me. All attempts to communicate with them have failed and despite the fact that the funds have cleared, they are still refusing to release them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30606
Submitted Via: Web
Date Sent: 2017-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: 1. XXXX credit if XXXX to old, closed debit card. Never received to my account. Given the runaround for almost a month now. They are telling me almost every time I speak to " tomorrow '', we do n't know, it " should '' have happened. They have stolen my money and gotten away with it. Today they refused to open a dispute for this money because they " could n't. '' Item 2. I had a service call LAST MONTH where the work was unsatisfactory and I was scammed. The bank 's alleged protection guarantee is essentially faudulent on everything. They do n't back anything. 3. I was ALSO a victim of identity theft and they sent me a FORM LETTER telling me to open a new account WITH THEM and closed my claim. They did n't take any of it seriously.
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: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XXXX / XXXX / 16 I closed XXXX IRA 's that I had through Suntrust Bank. I instructed them to cut a check for {$30000.00} made payable to XXXX XXXX XXXX for deposit to an Annuity Account that I opened. They were instructed not to withdraw taxes because this was a rollover and no taxes were due. I received the check and deposited it in the Annuity account. In XXXX I received a call from my Accountant, who does our Income tax and asked me why Suntrust withdrew taxes from XXXX of my IRA 's. By doing that I had to pay taxes on that amount plus I incurred a 10 % penalty. XXXX IRA 's were rolled over : XXXX for {$2000.00}, XXXX for {$1000.00}, XXXX for {$13000.00} and XXXX for {$14000.00}. Suntrust withheld taxes on only XXXX of the IRA 's the one for {$14000.00}. The amount withheld was {$1400.00}. The other XXXX were processed correctly as they were instructed to do. I did not realize that they had withheld the taxes on this IRA until my Accountant brought it to my attention. I complained to Suntrust and they are not willing to accept responsibility and rectify this error
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On X/XX/17, there was a check fraud deposit from XXXX XXXX XXXX XXXX against a joint account that my XXXX daughter uses in her name only of {$5900.00}. It took Suntrust bank 4 days to realize that was a stolen check. There were multiple withdraws the next day of {$1700.00}, {$2500.00}, {$500.00}, and {$450.00}. Instead of just closing my XXXX daughter account and trying to get money back from her, Suntrust took {$5400.00} out of my savings and came after my son 's account as well and closed all accounts and left multiple overdraft charges in two of the 4 accounts that my son and I had left. When trying to contact there fraud or claim department they were very unwilling trying not to provide any information on who, what, when, and where these transactions took place. Also I just received a letter on the XX/XX/XXXX that was dated on X/XX/17 stating that the accounts are closed. When talking to them this past Friday, I stated that I had a police report and I wanted to give them the number, fraud department stated that the case was closed and if I wanted to reopen the case that I had to send a letter stating just that with the police report number. Suntrust made me feel as if I was the criminal when trying to get down to the bottom of the issue. I was blown off on several ocassions by them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29072
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On or about the middle of XXXX I immediately notified Sun trust Bank of unauthorized charges with my debit card in the amount of {$8100.00}. I filled out the proper forms required. Afte r 10 bus iness days they denied my claims and did not refund any money. Upon receiving the denial notices I immediately followed their procedures again and filled out their rebuttal forms as to why my cases should be reconsidered. After another 30 days of waiting they gave me credit for XXXX charge {$250.00} out of approximate XXXX disputed charges. All charges had the same or similar description just different amounts. I am still out {$7900.00} approximate that still needs to be refunded. How the bank comes to the conclusion that I did n't authorize the XXXX charge they gave me credit for, but says I 'm responsible for the remainder of the charges is quite confusing since all the the charges had the same description which I did not authorize. The documents are attached for your review from sun trust bank. I simply want my money back. Thank you for your time and help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2017-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-09
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: In XXXX XXXX, I contacted Sun Trust with respect to a loan from Sun Trust Bank that I co-signed for my granddaughter ( XXXX XXXX ) and offered a proposed settlement. On XXXX XXXX, XXXX, I received a letter from Sun Trust rejecting my extremely fair settlement offer of {$52000.00} ( original loan {$39000.00} ; interest as of XXXX, XXXX of approximately $ XXXX ) over a period of 14 months. On XXXX XXXX, XXXX, I wrote to XXXX and Trust explaining the reason why I was making the settlement - which included my age and health situations, and that since my granddaughter would not be able to make payments, it was my desire to pay this amount and not have to worry about additional interest later on or my ability to make those interest payments. I filed a complaint with this office ( CFPB ) within the same month ( File # XXXX and XXXX ). Sun Trust responded to the complaint I filed with your office and on XXXX XXXX, XXXX, I received a letter from XXXX XXXX, Vice President, Client Advocacy Management Office rejecting the offer made in my XXXX XXXX, XXXX letter. On XXXX XXXX, XXXX, I wrote to XXXX XXXX asking for reconsideration but have not received a response. A copy of this letter was sent to Sun Trust 's corporate office and to CFPB. Despite XXXX 's promises, she has never made any payment on this account. In approximately two weeks I am scheduled for XXXX XXXX and face approximately one month or more of extreme XXXX and XXXX. For 3-6 months I will have XXXX XXXX and I do not want to make any decisions - financial or otherwise during that time. Because of this situation with Sun Trust, I am unable to move on to refinancing my current mortgage because of the defaults listed by Sun Trust ( the only negative on my credit at this time ). My mortgagor has advised me that my mortgage will likely increase to more than {$2000.00} per month ( which I will be unable to pay ) unless I am able to refinance. These are only some of the reasons I am asking Sun Trust for consideration but Sun Trust has one intent only - to charge and receive interest that would put me in terrible hardship. Based on the rate of interest I would never be able to pay off this account during my remaining lifetime. The total now due is $ XXXX ( {$7000.00} in interest added since XX/XX/XXXX ) and at this point I will not be able to make interest payments only or monthly payments period.
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: 2017-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They mailed us a letter saying we were delinquent and gave us options to avoid Foreclosure, but we have made every payment, and they concurred we were up to date on our payments, and we asked for a letter stating that we should never have received a delinquent letter due to their mistake. The first person basically told my wife when she first called that we would n't have got that letter if we made our payments and then they told my wife that they do not normally send letters but would see what they could do. I have been trying to speak to an upper level manager and so far I have been unsuccessful. I just want to speak with somebody above a front line supervisor who can make decisions and so far they have n't allowed me to. This was a very aggressive letter, especially when you get it on Saturday evening and you have no immediate recourse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A