Date Received: 2019-11-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have an account with SunTrust Bank, my debut card was limited and unable to use it ; Ive tried to reach out to SunTrust to my account status, On XX/XX/XXXX I made a deposit of a check from my own account at another bank into my SunTrust account ; my bank on the other end decided not to honor my single party check. On XX/XX/XXXX my debit card was restricted and the funds in all of my accounts were placed on hold. As of XX/XX/XXXX SunTrust still can not tell me what they will be doing. The funds in my checking account are so rightfully mine and I have no debts to Suntrust that they need to hold the funds to cover. Theyve stated that they are closing my account however they have not yet closed my account or given me the funds from my account, a check was deposited that bounced so I understand the need to hold the funds to cover, however the amount of the check was never withdrawn so the bank didnt have it to cover it. Ive worked with the branch manager for how has tried to resolve this issue for me however SunTrust office is giving him problems and wont give either of answers about closing my account or when I will receive the balance in my checking account. The branch manager has been kind enough to keep me updated everyday and the balance in my checking account is still there, its just on a NO DEBITS status so he can not was release the cash to me. I need CFPBs help to resolve this issue with SunTrust
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2019-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-08
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for a Credit Card with SunTrust Bank on XX/XX/2019 and Them was sent a letter on XX/XX/2019 saying they could not approve my card because they could not verify my address on XXXX. I have lived at this address for over 5 years and my equifax has my address listed also. I have a provided a copy of my Drivers License. SunTrust never requested further documentation from me to provide any type of verification that just denied me. Now that I have provided verification I would like my application processed. I would like details on Suntrust process and procedures according to federal laws on how they review and process credit card applications. I hope I am not being discriminated against because of my address
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30168
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Problem with customer service
Subissue:
Consumer Complaint: I deposited to my business account an IRS refund check dated XX/XX/2018 upon which I hold Power of Attorney. The check for the amount of {$5100.00} posted to my account XXXX on XX/XX/2018 and upon its clearance has since sat in my account blocked from my use! I have called the SunTrust Bank repeatedly and was told that my funds can not be released and that SunTrust Bank has the right to hold on to my funds and have yet to explain when I will have my funds released. It has now been ( 1 ) years since I deposited the check and I do not have an explanation from there representatives as to what they intend to do with my deposit. I am asking for assistance from the CFPB to get to the bottom of this and extend direction as to my legal rights regarding the loss ; hardship and punitive damage this bank institution has caused me and my business. I request the SunTrust Bank request my supporting document the POA via their internal portal or email.
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: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: We are writing to kindly request that you dispute the delinquency of payment for SunTrust mortgage. The account in question was identified as delinquent on XX/XX/2019and reported by SunTrust to the credit bureaus. In discussion with SunTrust, the delinquency occurred due to a simple transposition error of the XXXX payment. The check was made for the amount of {$310000.00} instead of {$3200.00}. We are appealing this delinquency under the Consumer Financial Protection Bureau regulation 1024.39 Early intervention requirements for certain borrowers. Specifically, we are disputing the lender/servicer SunTrust did not make a Good Faith Effort to contact the borrowers. The regulation is attached as addendum A and the specific language copied here. " Good faith efforts. Good faith efforts to establish live contact consist of reasonable steps, under the circumstances, to reach a borrower and may include telephoning the borrower on more than one occasion or sending written or electronic communication encouraging the borrower to establish live contact with the servicer. The length of a borrower 's delinquency, as well as a borrower 's failure to respond to a servicer 's repeated attempts at communication pursuant to 1024.39 ( a ), are relevant circumstances to consider. For example, whereas good faith efforts to establish live contact with regard to a borrower with two consecutive missed payments might require a telephone call, good faith efforts to establish live contact with regard to an unresponsive borrower with six or more consecutive missed payments might require no more than including a sentence requesting that the borrower contact the servicer with regard to the delinquencies in the periodic statement or in an electronic communication. Comment 39 ( a ) -6 discusses the relationship between live contact and the loss mitigation procedures set forth in 1024.41. '' SunTrust indicated they tried to contact the borrower, via snail mail and robocall to her cell number above. SunTrust indicated they made no attempts to contact the co-borrower, as they did not have his residence address or his cell phone. However, SunTrust regularly contacts the co-borrower to confirm payment receipts via emails/electronic communications. These can be provided. The first indication of delinquent payment was on XX/XX/2019 when co-borrower was notified of delinquent activity on one of his accounts through XXXX. There is no documentation indicating that SunTrust attempted communication with the borrowers despite availability of email. Importantly, upon learning of the error and the late payment, the borrower rectified the missed payments and paid the penalties in full. Her rapid response is indicative of how seriously she has taken this matter. The request for review and removal of the delinquency notice from our records is based on inability of SunTrust to communicate the error in the XXXX payment. Given the exemplary record of payment on this loan to date by borrower as well as the exceptional credit history of co-borrower, this appears to be a typo/transposition followed by break in communication with the borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I been a client of Suntrust for more that 11 years. I deposited all my trust on Suntrust for many years. On XX/XX/2019 there was a fraudulent transaction through XXXX for {$2400.00} Which I never gave permission. I immediately contact my bank to dispute this transaction after almost 2 months my bank denied my dispute because they are saying, I previously have done business with this company ( XXXX ) and I have to get in contact with XXXX .I have tried to contact XXXX but they are not responding ( I am also making another complain against XXXX in a different dispute ). Suntrust as my bank is not helping me on getting this situation resolved. This is obviously a fraud. I never gave any authorization. After calling so many times, now Suntrust is saying that I first told them it was a scam and not a fraud. Sorry for not knowing the right words when I was obviously going crazy calling my bank because someone took all my money from my account. That is the reason I am contacting you. I have been trying so hard working with my bank but they do not want to help me. This is not the first time a been a victim of fraud. 2 year ago someone did a fake check, which I do not have any checks from that account and this individual went to the bank an took {$8000.00} form my money market account. I don't think this bank is protecting their customers and I'm trying to prevent other people go through this situation like me. Suntrust does not want to give me my money back. I have been working so hard for so many year to have a little bit of savings and in few seconds my money was gone. I been trying to get in contact with XXXX because after Suntrust denied my first dispute on XXXX XXXX they told me they will sending me a rebuttal letter after to see If I have proof that this was a fraudulent transaction. After a couple of weeks trying to contact XXXX I finally got XXXX to admit on XXXX XXXX that they have determined my account had been compromised and to contact my bank and dispute the unauthorized activity. I also submitted a police report. After I gather more evidence I immediately sent all the addition information to Suntrust like they told me. But on XXXX XXXX I received a letter from Suntrust denying my additional details. I had all evidence that this was a fraudulent activity and I'm not sure what more proof they want me to provide them. Unfortunately now Suntrust does not want to give me my money back and they keep telling to get in contact with XXXX. I already explained to them that after XXXX admitted that someone compromised my account, they are not responding to my emails to get a resolution. As a bank they did not took any action to prevent this fraud, not even an alert. Please investigate this issue. Thank you for your time. I'm providing all documents that I received and provided to Suntrsut.I am working with Call for XXXX XXXX. They are the one that are helping with this situation as well. I am willing to go to the media if I do not get a resolution. Thank you again for your time
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32825
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: Why is the CFPB telling companies not to let me make International Wire Transfers? Suntrust says that the CFPB advised Suntrust Bank not to process an International Wire Transfer to my girlfriend in XXXX. I want to know why the CFPB is refusing to allow me to make International Wire Transfers?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Went into a SunTrust bank to open an account and I was told I could not open an account and could never open an account at the bank. The banker didn't give me a reason why, he was just very rude. I asked why he said he couldn't give me any information or give me a number to call to see what is going on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30092
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I signed up with Suntrust under promo code XXXX. It specifies " Earn {$300.00} when opening a new SunTrust Advantage Checking account. Then, within the first three full months after opening the account, complete at least {$3000.00} in Direct Deposits*, per statement cycle**, for two consecutive cycles. Terms Apply. Offer valid for new personal SunTrust Checking clients only. A minimum opening deposit of {$100.00} is required within 14 days, and you must complete the direct deposit requirement as stated in the Terms and Conditions. The reward will be deposited up to 8 weeks after all qualification requirements have been verified. '' I met those conditions. Suntrust says the promo code was not attached to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: We had several fraud claims filed starting XX/XX/XXXX to XX/XX/XXXX most of them have been settled except the original fraud claim number XXXX in the amount of {$1600.00} plus overdraft fees in the amount of {$37.00} for a total of {$1700.00} SEE THE 9 ATTACHED PAGES WITH THE TIME LINE AND DESCRIPTION SUMMARY. Hopefully This summary will give you a more detail description of the situation since this complaint is not a single incident but several. We contacted Sun Trust Bank on XX/XX/XXXX immediately after we noticed suspicious deposits made in our account to ask to freeze, block, close our accounts to prevent fraud from happening and also to unlink the checking and saving account to prevent overdraft transactions form taking place. We also called Sun Trust while unauthorized transactions were taking place asking Sun Trust to put STOP PAYMMENTS in place, freeze, block, close our accounts, and Sun Trust said that wasnt possible ( yet weeks later they started setting stop payments to some unauthorized transactions ) we feel Sun Trust failed to protect our account and they didnt take the time to understand we could not attend to a branch in person to verify our identity since we moved to XXXX and Sun Trust Bank does not have any locations in XXXX allowing more time to pass and more unauthorized transactions to post. There was a lot of confusion on various calls we made within the representatives some had little to no idea of the previous conversation we held with Sun Trust, they couldnt locate the notes or steps taken in previous conversations. We followed step by step all the procedures we were asked to follow in order to recuperate our money back and yet claim number XXXX was denied. When fraud was taking place in our checking account from XX/XX/XXXX to XX/XX/XXXX, I was attending work in XXXX XXXX six days out of the week. I work in XXXX XXXX as a XXXX XXXX and my husband was taking care of his XXXX XXXX business in XXXX XXXX, XXXX XXXX for the holiday season, in fact he was there from XX/XX/XXXX to XX/XX/XXXX so we couldnt had made the disputed charges. On XX/XX/XXXX My husband received a call from XXXX a Sun Trust representative her phone number is XXXX extension XXXX she asked which was our last legitimate transaction ; last transaction we made was on XX/XX/XXXX for a withdrawal made in XXXX XXXX, NV in the amount of {$200.00} plus a {$7.00} convenience fee for a total shown on the bank statement of {$200.00}. He recalls, XXXX also mentioned that after doing some investigation they could see the transactions were fraud and were made using a debit card to which he mentioned that it was not possible because he had the actual card with him. Whoever committed this transaction must had used a counterfeited debit card or some other method. We obtained a sales receipt from The XXXX XXXX XXXX showings a XXXX name on it for a purchased made with our card information. XXXX let my husband know she was going to email a rebuttal form, we needed to filled it out, sign and fax them back in order to recover the funds ; these forms were filled out and faxed back along affidavit of fraud and a fraud charge list on XX/XX/XXXX by my husband. We did not committed fraud, did not make nor authorized any transactions or allowed anyone to use or clone our debit cards. We really think that we are in this situation because of a security data breech Sun Trust was a victim of in XX/XX/XXXX in which the information of 1.5 million of customers was compromised and/or stolen. We dont think it is right for Sun Trust to deny our claim and feel so disappointed and powerless, yet hopeful that whoever receives this information in Sun Trust Bank really goes a step further and gets to the bottom of this case and approve a full refund in the amount we are owed of {$1700.00}. Our debit cards have a MasterCard logo on it and it is our understanding both companies have a policy that costumers are not responsible for fraud or unauthorized transactions. XX/XX/XXXX open claim number XXXX over the phone. This claim was denied over an email received on XX/XX/XXXX XX/XX/XXXX received a call from Sun trust representative XXXX. she was going to mail some form that we needed to submit. XX/XX/XXXX we received a fraud charge list and an affidavit of fraud which XX/XX/XXXX we faxed back a fraud charge list and an affidavit of fraud to XXXX XX/XX/XXXX received an email containing a Rebuttal Form XX/XX/XXXX filled out rebuttal form and faxed to XXXX along a fraud charge list and an affidavit of fraud XX/XX/XXXX received an email stating that the rebuttal form failed to offer any additional details that would overturn the original decision rendered on our case. The only thing XXXX mentioned to include was our last legit transaction ; which we did include. XX/XX/XXXX contacted Sun Trust to ask which details they needed us to provide and they couldn't specify what information they wanted from us. We also requested a copy of all documents used in decisioning our claim XX/XX/XXXX contacted Sun Trust to follow up on documents requested, they said there were no records of such request and submitted a second request. XX/XX/XXXX followed up on the second request to obtain documents, once again Sun Representative stated there were no records, call was escalated to a supervisor and the request was submitted again for a third time. XX/XX/XXXX received an email stating that we had requested the documents and that such documents were enclosed. the only document enclosed was a copy of letter they had email us on XX/XX/XXXX. XX/XX/XXXX contacted Sun Trust again and we were told the case had been closed and that there was nothing else to be done. Hi, I XXXX and husband XXXX opened a Joint checking and a savings account in XXXX XXXX in XXXX with Sun Trust Bank. XX/XX/XXXX My husband called Sun Trust when we noticed suspicious activity posted on our checking account. We noticed two credits posted on our checking account # ending on XXXX on XX/XX/XXXX one credit in the amount of {$.00} cents and a second credit for {$.00} cents from XXXX The same day a debit in the amount of {$.00} cents was posted also from XXXX I knew my husband or I had never done business with XXXX using our Sun Trust Bank accounts so my husband contacted Sun Trust to express our concern of our account being compromised. My husband asked if there was a way to freeze or close the accounts, shut down the debit cards or other ways to protect our money and bank accounts. At this point they said, they were going to look into the matter and that they were going to open a claim ( Claim number XXXX ). They also advised us to stop by a branch to verify our identity. I informed them that stopping in person by a branch was not an option since my husband and I had moved to XXXX and that Sun Trust didnt have any locations in XXXX. They also said, that they couldnt freeze the account and that we were responsible of any charges on the account. XX/XX/XXXX a debit from XXXX in the amount of {$5.00} had posted, my husband contacted Sun Trust and let them know that it was not a legitimate debit and we wanted to opened a claim. We were given provisional credit for {$5.00} on XX/XX/XXXX. My husband also asked to escalate the call to a supervisor hoping that the supervisor could help us to protect the accounts and stop all payments, freeze or close the accounts, he was told, that they were not going to be able to stop any payments coming to the account. Again, we were told to stop in person in a branch. My husband explained once again that we no longer lived in XXXX and that there were no branches in XXXX, that we needed to conduct business by phone, online or another way but one thing was clear that we needed help protecting our money. My husband tried to pursue our ways to keep us from losing more money since we felt we were on our own and that we could not count with Sun Trust to protect our money. We came up with the idea to ask Sun Trust for help wiring the money to another account under my husband name in another bank institution, he was told, they could not authorize the wire over the phone. My husband again asked them to set stop payments, to freeze, close the accounts, or to give us other options, the response from Sun Trust was, they could not help us over the phone and did nothing. My husband mentioned to them that he couldnt understand how our other bank institutions would block the accounts right away after they notice suspicious activity in the accounts and that Sun Trust wasnt doing anything about it even though we were calling to inform them of what was happening. He tried to reason with them telling them that if we were trying to commit fraud ourselves why would we be calling Sun Trust to ask to freeze or close the accounts, that It didnt make sense. We were concerned about our savings account being linked to the checking account as overdraft protection and since Sun Trust Bank would not freeze, block close the account or do anything to protect our money from our checking account or stop any unauthorize transactions. My husband asked Sun Trust to unlink the saving from the checking to prevent funds being transfer to our checking account and protect our savings. Again, the response from Sun Trust bank representative was, that they could not unlink the accounts. At this point we are afraid, feeling powerless and in disbelieve that Sun Trust would not help us at all and fearing that all of our money could be at risk and we could be a victim of fraud and Sun Trust Bank was not willing to protect the accounts and/or our money. On early conversations we held with Sun Trust there were many misunderstandings and confusion because every time we would be talking to a new representative and explaining the situation over and over again sometimes they couldnt find the notes that the previous representative had taken, and according to some representatives, sometimes there were no notes made we also feel Sun Trust representatives did not take the time to understand our situation of us not being able to attend in person to a branch since we live in the XXXX and there are no Sun Trust locations in XXXX this allowed more time for the fraud to escalate. We continue to monitored both accounts constantly for the next couple of weeks and we did not notice any unusual activity and thought Sun Trust had upped the security levels in our account and that our accounts were protected once again. XX/XX/XXXX, unfortunately what we feared and tried to prevent became reality starting XX/XX/XXXX. My husband noticed unauthorized transactions on our checking account and called Sun Trust Bank right away to notify them that there were unauthorized transactions on our checking account and wanted to freeze, block or close the account and also wanted to dispute all transactions on the account beginning on XX/XX/XXXX ( case number XXXX in the amount of {$1600.00} opened over the phone ). Again, Sun Trust said, they could not help us over the phone and to visit a Sun Trust branch, my husband told them we did not live in XXXX anymore and needed help to resolve this matter in another way without us being there in person. He even asked them if we could give a notarized affidavit to a friend or family member so they could go to a Sun Trust Bank in our behalf. He explained to them how could it be possible that Sun Trust could not even help us to freeze or close the account to protect our money and the response was the same, that they can not help us over the phone. We were frustrated and told them how disappointed we were in Sun Trust, we expressed to them our past experiences with XXXX XXXX and XXXX XXXX XXXX these two bank institutions would freeze or block the accounts as soon as they detected suspicious activity and even went a step further and would contact us to verify each transaction. We couldnt believe Sun Trust would not protect our accounts even though we were calling them to report the fraudulent transactions once again and prevent more transactions from taking place. More transactions continue to appear and the balance on the checking account started to run low and since the savings account was linked to the checking it was going to start to provide overdraft protection and we feared of losing all of our savings as well. We called again and asked to unlink the accounts before any funds from the savings were withdrawn as overdraft transfers and prevent losing more money. That fear became a reality as more transactions continue to post overdrawing the checking account at which point the money from the savings account started to provide overdraft protection to the checking account in the following amounts : XX/XX/XXXX overdraft transferred in the amount of {$400.00}, XX/XX/XXXX overdraft in the amount of {$140.00} and a final overdraft transfer on XX/XX/XXXX in the amount {$37.00} in a total of {$580.00} in overdraft transfers. Each overdraft transfers also triggered a fee of {$12.00} per transfer made adding up to a total of {$37.00}. We were able to unlink the accounts on our own after we did some research and were able to unlink our saving from our checking account using online banking on XX/XX/XXXX since Sun Trust let us know the bank could not unlink the account. Unfortunately, it took a few days for the change to go into effect allowing a couple more overdraft transfers to take place. XX/XX/XXXX. My husband called the fraud department at XXXX to open a dispute for fraud charges made now to the savings account ending on XXXX in the amount of {$5700.00} CASE NUMBER XXXX for the following charges : XX/XX/XXXX {$4.00} XXXX, XX/XX/XXXX XXXX XXXX bill pay {$2600.00}, XX/XX/XXXX XXXX online payment {$3100.00}. This time Sun Trust Bank put a stop payment on all three transaction ( see documents attached ) we were happy to noticed how Sun Trust was finally catching up, understanding the situation and finally doing something about it. We were relief and wished Sun Trust would had taken the same steps since the beginning and had set those stops payments in our checking account as well. How is it possible they were able to take this step now, but they refused to set stop payments since the beginning in our checking account when we requested it a few times. On this day my husband also contacted Customer Care Department to dispute the overdraft fees, they said they could not help him and asked him to contact Account Security Department at XXXX to help us make sure the overdraft protection from the savings to checking had kicked in and/or to help us unlink the accounts and ask how we could recover the overdraft protections fees. This time they were going to make sure what we have done to unlink the accounts using online banking had taken place and if for whatever reason the accounts were still link, they were going to unlink them themselves. We were happy to hear that and started to feel like Sun Trust was finally stepping up and started to do the right thing and help us, we started to regain a sense of trust worthiness in our bank institution once again and trusted they would recover our money and credit it back to us. XX/XX/XXXX, we received an email regarding case XXXX for fraud in our savings account XXXX. This email contained three written statements of unauthorized debit forms, in the amount of {$5700.00} CASE NUMBER XXXX for the following charges : First on XX/XX/XXXX from XXXX in the amount of {$4.00}, Second on XXXX/XXXX/XXXX from XXXX XXXX bill pay in the amount of {$2600.00}, third on XX/XX/XXXX from XXXX online payment in the amount of {$3100.00}. XX/XX/XXXX My husband received a call from XXXX a Sun Trust representative her line number is XXXX extension XXXX regarding case number XXXX in the amount of {$1600.00} from our checking account. In this call they talked about how Sun Trust had denied the original case that was opened over the phone. They discussed which was the last legitimate transaction we had made to which he let her know it was in XX/XX/XXXX for a withdrawal made in XXXX XXXX, NV in the amount of {$200.00} plus a {$7.00} convenience fee for a total shown on the bank statement of {$200.00}. She also mentioned that after doing some investigation they could see the transactions were fraud made using a debit card to which he mentioned that that was not possible because we had the actual card with. We are no experts but thats what the people that committed fraud does to make it look that way, or someone could have clone our card, etcetera there could be many scenarios, but for sure we did not make nor authorized any transactions or allowed anyone to use or clone our debit cards. Hackers hack accounts and still all the information they needed to commit fraud in many ways that we are not even aware of. This conversation made us recall a big breech Sun Trust was a victim of in XX/XX/XXXX about 6 months before we had this happened in our account. We believe we are victims of the security breech That Sun Trust went through in which an actual Sun Trust Bank employee committed this breech successfully stealing information of 1.5 million customers. XXXX let my husband know she was going to email a rebuttal form, we needed to filled them out, sign and fax them back in order to recover the funds ; these forms were filled out and faxed back along affidavit of fraud and a fraud charge list on XX/XX/XXXX by my husband. Please see documents attached. XX/XX/XXXX, we received an email from Sun Trust denying case # XXXX in the amount of {$1600.00} for fraudulent transactions posted on our checking account from XX/XX/XXXX to XX/XX/XXXX due to an action taken by SunTrust and that we would assume full responsibility for the debits and associated fees. To which we think it is outrageous since we did not make those transactions nor authorized them. Please see letter attached dated XX/XX/XXXX. Our debit card has a Mastercard logo on it and is our understanding Sun Trust as well as MasterCard have a policy that costumers are not responsible for fraud or unauthorized transactions. see letter is attached. We also didnt give much importance to the letter since we had just talk to XXXX the day before and we new a new action was taken and we had to wait for the rebuttal form and faxed it back. XX/XX/XXXX we were given a provisional credit in the amount of {$5700.00} from claim number XXXX XX/XX/XXXX, we called to inform Sun Trust of yet another unauthorized transaction in the amount of {$980.00} case number XXXX XX/XX/XXXX, received an email containing the written statement of unauthorized debit form in the amount of {$980.00} posted on XX/XX/XXXX case number XXXX. XX/XX/XXXX, we received a new email with the same forms we had received on XX/XX/XXXX for case number XXXX. My husband filled out and faxed the forms back on XX/XX/XXXX to XXXX XXXX XX/XX/XXXX. My husband called the fraud department at XXXX to let them know there were two suspicious credits in our savings account. On XX/XX/XXXX Credit from U.S Bank for $ .XXXXcents, on XX/XX/XXXX XXXX XXXX credit for {$.00} cents and a Debit in the amount of {$.00} cents from XXXX XXXX on XX/XX/XXXX. The representative opened a new claim in the amount {$.00} cents for such transactions. XX/XX/XXXX, He also reported two pending transactions that were made in the amounts of {$200.00} and {$250.00}. The Representative stated, that there was not going to be a case number because the system was down at the moment, but that we would receive the documents for these cases over the mail that we needed to filled them out and mail them back to them. The Representative also mentioned, he was going to enter the information into the system when the system was back up and running. That he was also placing a stop payment on those transaction and that we would receive confirmation over the mail. The representative also mentioned, he was going to contact the Internal Department on our behalf ( since he was not authorized to provide their direct phone number ) so they could freeze our accounts we were unable to go into a branch in person and also was going to ask them to set a NO DEBIT STATUS on the account so no new transactions would post on the accounts either by us or anyone else till the cases and investigations were completed. My husband mentioned to him how we just wish they would had taken such steps since we contacted them before the fraud had taken place on the checking and savings account, that we didnt understand how it was possible that we were told, they could not do anything to protect the accounts and set the NO DEBIT STATUS back then ; we contacted them before the transactions posted, and also while the fraud charges were occurring on our checking account and before they were able to make any overdraft transfers and also before fraud in the savings account started to occur in order to prevent all of this from happening. XX/XX/XXXX, my husband contacted Sun Trust to follow up on the claim he made over the phone the day before and also to double check and make sure the NO DEBIT STATUS was in place. The representative mentioned, the charges made on XX/XX/XXXX in the amounts of {$200.00} and {$250.00} had fallen out and that they were not going to show on the statement since they were not paid. On the same phone call, they confirmed the the no debit status had been placed. XX/XX/XXXX We re-open case # XXXX Sun Trust email us a fraud charge list form and an affidavit of fraud ; my husband XXXX XXXX filled out the affidavit of Fraud, Fraud charge List and faxed them back to Sun Trust for claim number XXXX in the amount of {$1600.00} from our checking account Please see attached forms that were faxed to Sun Trust. XX/XX/XXXX, opened a new claim in our savings account in the amount of {$4500.00} ( claim number XXXX XXXX XX/XX/XXXX my husband faxed a filled out written statement of unauthorized debit form that was email to us for case number XXXX. We received a full credit back into our account on XX/XX/XXXX as stated on a letter we received on XX/XX/XXXX from Sun Trust. XX/XX/XXXX, XXXX XXXX XXXX opened a new claim on our savings account in the same amount as before for {$4500.00} ( claim number XXXX ) this claim was denied on XX/XX/XXXX because it was considered a duplicate of case XXXX. However, we could see online therefore two different withdrawals made for {$4500.00} and we made both claims because there were to separate transactions at the time the claims were made. What happened was that there was the first withdrawal of {$4500.00} and when we contacted Sun Trust and opened case number XXXX, Sun Trust refunded the money or gave us temporary credit for the whole {$4500.00} then a second withdrawal or another attempt to withdraw {$4500.00} was made and thats when we contacted Sun Trust again and open the new claim for the same amount of {$4500.00} case number XXXX. Sun Trust had credited us both claims in the amount of {$4500.00} each but adjustments were made in the account and the extra {$4500.00} were taken back by the bank on XX/XX/XXXX. XX/XX/XXXX, we filed a new claim in the amount of {$980.00} for a charge made in the savings account. Case number XXXX Sun Trust put a Stop Payment ( see documents attached and payment was never made we received a full refund ) I mentioned to them that my understanding was that the account had a NO DEBIT STATUS in placed so no transactions were going to post in the account whether they were made by us or anybody else. how was possible that this transactions were taking place if the account had A NO DEBUT STATUS in place? I was told by the Fraud Support Unit that I needed to contact the CARE DEPARTMENT at XXXX to close or freeze the account, which it was exactly what we had asked them to do numerous times before. My husband contacted CARE DEPARTMENT and they transferred him to ACCOUNT SECURITY & CLAIM at XXXX he was on this phone call for about 178 minutes ( close to 3 hours ). He was given the following phone numbers SALES DEPARTMENT ( to open a new account ) they mentioned, we needed to open new accounts so they could deposit the credits from the previous claims and any money left on the savings account before they could close the savings account. XXXX, to close the accounts to contact CONSUMER CARE at XXXX and to follow up on case number XXXX and new case number XXXX to dial XXXX. XX/XX/XXXX, we received an email from Sun Trust containing a rebuttal form for claim number XXXX in the amount of {$1600.00} we were advised to mention on the rebuttal form which was our last legitimate transaction and to fax it to XXXX we faxed it back along the affidavit of fraud and fraud charge list forms to Sun Trust on XX/XX/XXXX XX/XX/XXXX, My Husband called to get help opening a new account. He was told they couldnt open an account for us at this point. They said for us to contact the Fraud Department to make notes on our current account before we would be eligible to open a new account with sun Trust. They transferred him to SECURITY DEPARTMENT to have it done ; however, the phone call dropped while holding to be transferred. My husband was given the contact information for a representative by the name of XXXX at XXXX at the sales department with extension XXXX to get help opening a new account. XX/XX/XXXX, we also received a call from the Fraud Department letting us know we had a credit of {$6100.00} as of XX/XX/XXXX in the savings account. This balance of {$6100.00} includes the funds from claim number XXXX in the amount of {$5700.00} and any money that was left on the original saving account. We were expecting to have a total of {$6700.00} credited back to us in our account since that was the balance we had as of XX/XX/XXXX before any fraud occurred. They mentioned that there had been 3 overdraft transfers made to our checking account in the amount of {$580.00} that this amount should account for the difference. But is not the case based on the following math : balance in saving account as of XX/XX/XXXX before fraud took place {$6700.00} minus refund given to us in the amount $ XXXX {$580.00} that leave our savings account with a deficit of - {$5.00}. XX/XX/XXXX My husband faxed a rebuttal form dated XX/XX/XXXX for case number case # XXXX in the amount of {$1600.00} for fraudulent transactions posted on our checking account from XX/XX/XXXX to XX/XX/XXXX in which he states we wanted a full credit on our checking account for {$1100.00} which is the amount we had in our checking account as of XX/XX/XXXX before the fraud took place. My husband also stated we expected a full refund of {$6700.00} credited back in our new savings account since that was the balance as of XX/XX/XXXX before any fraud occurred. This was the first and only time we submitted the rebuttal form after we had our conversation with Sun Trust representative by name XXXX at XXXX extension XXXX on XX/XX/XXXX in our conversation, she mentioned that we should state which was our last transaction and on which amount and thats what we did. See documents attached. XX/XX/XXXX, Rebuttal form was received and updated in their system they said it could take up to 45 days for a final decision. I was advised to contact the SALES CONSUMER DEPARTMENT to open a new account. Customer Care Department at XXXX Opt XXXX. XXXX XXXX or XXXX ( dont know the right spelling ) ext XXXX XX/XX/XXXX, I received an email from Sun Trust in reference to case number XXXX from fraud in our savings account in the amount of {$980.00}. The letter stated that after investigating the claim they concluded the initial amount of {$980.00} never posted and that they removed the initial incident from the case. XX/XX/XXXX, new accounts were created checking essential account # XXXX we founded the account with {$500.00} using my husband XXXX XXXX Account. New essential savings account # XXXX Sun Trust transferred the funds from the old savings account # XXXX into the new savings account in the amount of {$6100.00}. Also, we agreed to closed the old savings Account completely. It took 3 months to close the account. XX/XX/XXXX, my husband contacted Sun Trust to follow up on case # XXXX after we had received an email dated XX/XX/XXXX stating the claim was denied based on the fact that the rebuttal letter we had Submitted failed to offer any additional details that would overturn the original decision render in our case. My husband asked the representative to help him understand which additional information they wanted from us, to tell him over the phone or email which documents or information they expected us to provide them with to which they said, they couldnt tell us or provide us with any links online that would help us understand or state which information or documents we were supposed to include along the rebuttal form. My husband asked the representative to put himself in our place and see how difficult would be for us to provide them with something we had no idea what it was they wanted from us. We were so disappointed that we had waited 45 days trusting Sun Trust would do right by us and for Sun Trust to conduct an appropriate investigation, gathering signed sale receipts, ask for surveillance video or photos from businesses and/or ATM machines were the fraud charges were made, etcetera. We expected for Sun Trust to have evidence and prove who and/or how the fraud was done and where and how it had taken place, especially since they had already mentioned over the phone in earlier conversations they could see the transactions were fraudulent and all we needed to do was to submit the rebuttal form. At this point we were furious and opted to request a copy of all documents that were used in decisioning our claim as it was stated on the letter, we received from Sun Trust ( see letter attached ) dated XX/XX/XXXX they said, they were supposed to mail those documents to us. My husband also mentioned to them that he didnt think Sun Trust had done right by us and that we felt victimized by Sun Trust and that we had been forced to look for additional help to settle this fraud case because it was not okay for them to deny our claim and also we couldnt give up on the money we were losing because of their refusal and incompetence to freeze, block or close the accounts and/or to set stop payments. We are owed {$1600.00} from claim number XXXX plus the overdraft fees they had incurred ; each overdraft fee cost us {$12.00}, x times 3 overdrafts = equals {$37.00} for a total of {$1700.00} Since we mentioned to them we had been forced to seek additional help Sun Trust has Shut down to provide us with any information and has denied the chance to re-opened the case once again to provide them with the additional details, they want from us once they clarify which details or information, they expect from us. We really have no idea as of what to do and what is they want us to provide them with, is not our area of expertise. They have a whole fraud department and have dedicated years and millions to become experts in the financial and fraud industry. We really think that we are in this situation because the security data breech Sun Trust was a victim of in XX/XX/XXXX i
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90012
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job in XXXX, XXXX. I went through my savings and retirement while I was looking for work and didn't find a new job until XX/XX/XXXX. That was a 3-month contracting position that ended XX/XX/XXXX. I fell behind on my mortgage and began applying for a loan modification later in XXXX when I found work but at a fraction of what i was making before I lost my original job in XXXX. I was declined the modification and reapplied when my wife started working as well in XXXX of XXXX. My request was declined yet again and I applied for a short-sale and was approved by Suntrust to pursue it. I listed my home with an agent and got an offer which I presented to them but they did not accept the offer. They gave me until XX/XX/XXXX to get another buyer but they set a price that they would accept which was a new stipulation not in the original agreement and did not constitute a short sale at all but one that would make them whole. They also stated that if I did not get a contract by XX/XX/XXXX the would agree to accept a deed-in-lieu of foreclosure but expedited the foreclosure process early in XXXX. Now at a court date on XX/XX/XXXX the foreclosure sale date was set for XX/XX/XXXX. The problem is they never actually tried to modify my loan. I know this because they never asked for bank statements. They explained that I was denied because my income was short by {$150.00} per month. They also explained that my payment would have increased by {$150.00} per month based on their modification process. Basically, their process resulted in a larger payment than the one I could not afford in the first place and that increase resulted in me being denied a modification. Where is the relief? The modification process was a farce. So was the short sale agreement since they introduced new terms after I found a buyer. I am now applying for a deed -in-lieu of foreclosure but they have lost parts of my application and tell me I will have to start from scratch if they don't have a complete package by XXXX, XXXX. They are now working in good faith and have frustrated me at every turn and only seem interested in seeing the foreclosure process through despite my many attempts to resolve as painlessly as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A