Date Received: 2017-05-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened my accoun t with SUNTRUST ba nk in XXXX virginia XXXX of XXXX , I have had several instances of fraudulent activities where the bank authorized payments to charges I did not make, usually they would appologize and fix it but this has happened several times.My latest issue with the bank stems from a policy change they failed to tell me about.When I opened the account, I explained I am on XXXX and only recieve {$1000.00} a month, so They set my account up that as long as I had {$1000.00} deposited monthly there would be no fees other than the usual overdraft protection.Well XXXX XXXX of XXXX they instituted a new policy, and failed to even bother to tell me my policy changed to {$2000.00} in deposits or I would incur a $ XXXX monthly maintenance fee.I recieved no letter or call stating this fact.I have been fighting the bank for 3 months telling them they never informed me o f this fact.The first two months were fine, they reimbursed the maintenance fees, but the last 2 months, like clockwork Ive gotten the fee, even though they never informed me at all I had to pay.Only way I found this out was to call and launch a complaint against the bank.Not only that I have recently learned I am not the only person they 've done this to.Apparently.they are being sued and this is how they intend to cover their losses.Which not only is horrible business to the point that Im pulling my direct deposit out, Im seriously considering filing a formal lawsuit against them for mismanagement of funds.I will be getting all of my banking documents from them and going to a lawyer this week and see what can be done about their gross negligence and handling of my accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 258XX
Submitted Via: Web
Date Sent: 2017-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-28
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: 1 ) Please provide the name ( s ) of guarantor ( s ) for loan # XXXX . 2 ) Provide the name ( s ) of ind ividuals whom applied for credit for loan # XXXX . Thank you - XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2017-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX , a thief broke into my husbands car on our property and stole his wallet. In his wallet was his drivers license, debit card and miiltary ID. His debit card was taken to our local bank and used by the thief, withdrawing {$800.00} and {$200.00} from the ATM using our PIN number, which we did not have written down anywhere for him to get. I have since seen the thief 's picture on video footage and it is nobody none of our family knows. It is a random stranger who stole my husbands wall et. The Fraud Dept called u s at XXXX XXXX and told us there had been activity on his debt card at XXXX and XXXX XXXX XXXX and asked if we made the transactions. We said " NO '' we were asleep. We called the police and a detective was assigned to the case. In the meantime, our bank closed the investigation quickly and said it was a " valid Withdrawal. '' This crook got away with stealing from our account and it was a " Valid Withdrawal '' although the Branch Manager has seen th e crooks picture and knows it was not us. They are trying to justify the depletion in our account by the thief by saying it was a Valid Withdrawal. We have told them we did not authorize or approve anyone stealing from our account. We work hard for our money and this has us victimized by the crook and then victimized by the bank. The bank is not refunding our money that was stolen.. I am having to stay on our detective to solve this crime while the bank does nothing and wont reimburse us. There are laws that I researched since this happened that protects the consumers from fraud like this and our bank is not complying with those laws. We told the bank over and over and over we did not approve or authorize these withdrawals. That should be enough that the bank restores our money and then takes over the investigation with the detective. Instead we are having to do all the leg work investigating this crime and staying on top of the detective. The bank is trying to use the excuse that because the thief had our PIN number, it was a " Valid Withdrawal. '' The Branch Manager is a smo oth talker too and after talking again today I realized she is just as bad as the thief in the way she is protecting her bank. I would like to see how far she protects her bank if we take her XXXX to c ourt Suntrust Ba nk, XXXX XXXX # XXXX , XXXX , VA for protecting a thief and not protecting the consumer. We have been good customers for 20 years and they did not protect our bank from INVALID Withdrawals from a thief and then are not willing to restore our money that the thief took and they did not stop. We dont know how the thief got our PIN number when we do not know him. It is not our fault that the thief got our card and found out our PIN number some how. The bank is trying to make this out like it was somehow our fault that he got the PIN number and not treating us as 20 year consumers right by any long shot.My husband feels very bad for leaving his wallet in his car knowing the larcenies are terrible in our neighborhood. My husband had his PIN number memorized and did not have it written down. This crime is being said by my family as being T he Perfect Crime. The thief gets o ur PIN number somehow and just happens to get lucky and stole my husbands wallet too and commits the perfect crime. Because the police, detective and bank have never heard of this happening they are not saying it but I can sense it that they are somehow blaming us as if we had a part in the whole thing. We are XXXX . We do not lie, cheat, steal or do anything of that nature. We are hardworking people and we keep to ourselves. We do not let anyone but our kids in our house and they dont even know the PIN number. Again the thief was someone I have never seen. I have tried writing th e Fraud Dept letters and they were the ones who contacted us before we found out our account had been compromised. They offered me a Rebuttal form to fill out and fax them, which I did earlier this week. In the meantime, we dont feel protected at this bank anymore. We dont feel that if our account is compromised again they will protect us. They are just as crooked as the thief is trying to justify the thief 's withdrawal as valid just because he had a PIN number we did not give him. They dont want to return our money - simply put. Its their fault they dont have a better fraud dept that caught this {$800.00} transaction and put a stop to it before the thief got away with it. We NEVER take out transactions of that amount. We never take out more than {$60.00} at the ATM at a time. This crime was a bizarre one but the fact that the bank did not protect us, the consumers, and did not restore our money just floored us. The thief also tried to take {$400.00} at WaWa after he got the {$1000.00} from ATM of our account. That is when the Fraud Dept finally stepped in and declined the card. I am seriously contemplating leaving this bank this summer after my job ends for the summer. It will be a monumental task moving to a new bank when we have four depositers and lots o f creditors on autopay. Anything you can do will be appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23503
Submitted Via: Web
Date Sent: 2017-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: I purchased a car XXXX XXXX XXXX on XX/XX/XXXX from XXXX XXXX XXXX XXXX XXXX XXXX . Unbeknown to me a the time, XXXX transferred my car loan to Suntrust Bank. After quite a few problems with the car, I decided to trade in my car and purchase an XXXX ( more reliable car ) from XXXX XXXX XXXX XXXX XXXX in XXXX XXXX , and offered my XXXX ( loan held wit h Suntrust ) as a trade in. XXXX contacted Suntrust Ba nk twice to enquire payoff amount on the SLK ( on t he day I thoug ht of trading in the car and the actual day of the trade in ( which is weeks apart ) XXXX was to ld by Suntrust that the p ayoff amount was {$25000.00}. XXXX paid the amount requested fro m Sunt rust Bank and Suntrust Bank filed a lien satisfa ction to XXXX for the XXXX . Suntrust Bank later co ntacted XXXX and outright lied stating that they did not say {$25000.00} they said {$35000.00}. XXXX XXXX XXXX XXXX , told Suntrust Bank that was NOT the amount they stated and advised Suntrust Bank to listen to their voice recording and not to tamper with the recording ... or else. Suntrust Bank later g ot back to XXXX and told XXXX that they DID, indeed, said the payoff amount was {$25000.00} . Suntrust Bank then contacted me for {$10000.00} which I knew I did not owe as I only had the SLK for under 24 months, not 72 months, and XXXX had already paid the payoff amount requested by Suntrust Bank an d my obligation was satisfied. The only amount owed by me was to XXXX for the XXXX . Suntrust Bank th en filed a lawsuit against me for the {$10000.00} and after realizing they had a " losing case, '' as I had all the pro of. Suntrust Bank requested a v oluntary dismissal from my attorney. This dismissal took place on XXXX XXXX XXXX . However, since that time Suntrust Bank has r efused to remove my name from the major credit reporting agencies which has damaged the excellent credit rating I had prior to Suntr ust Bank incompetence. Suntrust Bank also sent me a Cancellation of Debt ( XXXX ) for the {$10000.00}, and I paid the taxes to avoid any problems with the IRS. Suntrust Bank is an inept, inco mpetent, repulsive bank with numerous amount of online customer complaints which proves just how unfit this bank really is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2017-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-24
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: On XXXX , I signed a contract with XXXX XXXX XXXX , XXXX , to have my home painted with XXXX . Shortly after the work was completed I received notice that the loan had been sold to XXXX XXXX , a program of SunTrust Bank, a Georgia banking corp., in XXXX , Georgia. My minimum monthly payment on loan # XXXX XXXX XXXX XXXX , was set at {$130.00}. Nearly every month I made payments of {$150.00}, but some months I paid double that amount, {$300.00}. In XXXX , ( o r possibly sooner, not sure ), I started receiving notices by mail as well as phone calls that I was behind in my payments. I tried asking the callers how I could be behind when I was making payments that were in excess of the minimum due and was therefore, in reality, ahead of schedule. I was never given an answer. The only response from them was, " When are you going to pay. '' After several rounds of this I quit answering the phone calls. I continued to make 'extra payments but no matter how much I paid ahead, the calls and notices continued. In XXXX , I sent a letter to XXXX outlining the payments I had made vs. the minimum amount due and showing the amount that I was ahead by. I have never been given the courtesy of a response. It should be noted that it was a long time before I started receiving a monthly statement. The first one I find in my file is for XXXX . In XXXX , I sent a second letter to XXXX with a {$500.00} payment. In that letter I reiterated the info and facts of the first letter as well as a request of credit for all late fees and charges I have made by their errors as well as a payoff amount for the loan. As of this date, I have received no response to either of my letters. I received a debt collection letter dated XXXX , that states that I am behind {$260.00}. There is no credited acknowledgement of the above indicated payment of {$500.00}. On their paperwork they have indicated, " There is no prepayment penalty. '' Yet it is clear to me that I am being penalized for doing just that. I am at a complete loss as to how to have this problem rectified, thus I am contacting you because I want to pay off this loan. I want to pay what I owe but nothing more than that. Thank you for your time, interest and assistance in resolving this matter! XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91744
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Suntrust Mortgage violated the Periodic Statement Rule with my mortgage statement of X/XX/XXXX . There was a new " fee '' of {$190.00} added to this bill. The Rule requi res a detailed explanation of any fees but no explanation was on the bill for it. Called the number on the mortgage statement, required by law to take me to someone with answers about this unknown charge. Person answering said could not tell what the charge was for, other than it was " Home Preservation. '' They gave another phone number, which I called and selected to receive a callback. Three days later ( X/XX/XXXX ) I had not received a callback, so I called again. XXXX in Collections answered, said she was NOT Home Preservation, that I n eeded client services. I requested her to transfer me to a Supervisor a t Client Services. Inste ad, she connected me to Home Preservation. That representative ( I D # XXXX ) s aid he was not the correct person either, but after I had to provide all of my account details yet again, he offered to " check into it. '' He said the fee appeared to be for " Corporate Advance Fee '' a nd " BPO Evaluation. '' I explained I had not applied for a refi, restructuring, nor new loan since I was had been a severely mistreated victim of Suntrust 's H AMP debacle, for which they were fined billions, back in spring of XXXX . I was placed on hold for more than ten mi nutes. Finally the gentleman said that charges for a " Market Analysis, '' " BPO, ' ' and " Corporate Advance '' totaling {$190.00} had been added to my XXXX XXXX bill because they neglected to charge me for it at the time of my applicatio n THREE YE ARS AGO - spring of XXXX . At that time, when I was told m y Suntrust Mortga ge the exact amount to bring my account current, that amount was paid, in every month in the three years since, that bill has been paid on time. Therefore, I refused to accept this {$190.00} charge as I believe Suntrust i s up to their old tricks again and am not paying for something twice. If they failed to include it in my bill when we requested to know the exact amoun t Suntrust wanted back in XXXX after they turned down my HAMP application, that is o n Suntrust. I qualif ied for that Application on seven lev els. They kept denying it or sending it back to be resubmitted for items including wanting the date written out on my Financial Statements as " XXXX XXXX XXXX '' instead of XXXX , and other ridiculous, bogus reasons. After five m onths of jumping through hoops I was congratulated b y Suntrust for com pleting the application, which I was told was " something hardly anyone accomplishes. '' I was specificially instructed b y my Suntrust home preservation representative which of the seven qu alification categories to select for the application, even though they give you the option for many more than that. Later, when I hadnt heard back for several weeks after the application was accepted, I called and was told the qualification category I had selected for the application " could never had let me have the application granted because my home wasnt underwater. '' I KNOW that my home preservation representative knew that, and I believe Suntrust informed her to have me make that choice because it was the only one of the seven that might have disqualified my application. I asked to resubmit my app under one of the other six circumstances fo relief I qualified for. The gentlman said, " I 'm sorry, there is no money left in the program. '' Which is an utter lie because it is public online that Suntrust on ly gave out about {$250000.00} of the {$2.00} XXXX they were given by the government to assist applicants. Not only that, Suntrust had solicite d ME to apply for this program ; therefore, I should not have been charged any fees when they knew they were ripping off clients. They were convicted of criminal fraud and had to pay billions. But not to me. I couldnt afford the lawyer to sue them
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I received a quote for a 10/1 ARM in the amount of {$700000.00} at a rate of 3.325 %. A rate lock agreement with this rate was signed. A few days later, I received an email stating the rate would no longer be honored and it was being increased to 3.475 %. The bank stated they had not done their due diligence in determining which types of loan rates I would be eligible for. I had selected the bank for its low rates and the rate should have been honored instead of providing a bait-and-switch once I completed an application and signed a rate lock agreement. No one should be subjected to this type of predatory lending.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Incorrect information on credit report
Subissue: Account status
Consumer Complaint: My credit card company , SunTrust, aut horized transactions that took my account over its credit limit, despite my never having authorized them to do so. ( In all my previous experiences with other cards, on the rare occasion an over-the-limit transaction was attempted, the transaction was simply denied and I used an alternate form of payment ). Consequently, my balance went over the limit for a couple of days be fore one of m y regular payments arrived. During this time, SunTrust ding ed my credit report, flagging my account as having been over the credit limit. I am unsure if this is illegal ( though I hope i t is ), but at minimum I find it deeply upsetting that a company with whom I have done business in good faith and always paid my bills promptly would authorize transactions taking my account over its credit limit, despite my never having agreed to this, and then immediately reporting negative information that will likely damage my credit rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was using XXXX for the first time to secure an apartment for a family vacation to XXXX . I found a great-looking apartment and emailed with the " owner '' through the XXXX website. I asked a lot of questions and she answered them -- lots of back and forth emails re : neighborhood, smoking/nonsmoking, pets, etc. She requested that I send the full balance for the apartment via wire transfer to secure the apartment for the selected dates. Because I had never used XXXX before, I did n't know that this was n't the normal protocol. I received a formal confirmation email from " XXXX '' that looked totally legitimate -- logo, confirmation number, etc. I wired the money -- including a security deposit that I was told I 'd get back if everything was in good shape when I departed. The total was {$1400.00}. The week before my trip, I emailed the " owner '' requesting the address and inquiring how to get the key. When I sent off this email, I realized that I must have been duped. I contacted XXXX . They told me to contact my bank. My bank required me to go in in person and then told me that there was nothing they could do for me -- that I should contact local police. I have NO idea what m y local county po lice could do about international wire transfer fraud, so I am submitting this complaint/claim through CFPB in hopes that there is some recourse that I can pursue with the bank to which I made the wire transfer. Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: SunTrust c hecking account. They keep charging us overdraft fees and the overdraft fees is what makes our account go in the negative. They should not be able to do this, It is not right especially when the overdraft fee causes the account to go in the negative!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27278
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No