Date Received: 2017-03-28
Issue: Credit line increase/decrease
Subissue:
Consumer Complaint: I reached out to SunTrust Bank via electronic banking secure messaging to inquire about increasing my credit limit. I explained in detail my request and concerns I had regarding the process, specifically whether a " hard inquiry '' is required for this process. I was instructed to contact the XXXX number for further assistance. I called the number provided to request they review my account eligibility for an increase to my credit limit. Their touch-tone phone menu was incredibly frustrating, and would not allow me to press " 0 '' ( to speak with a representative ). The automated system insisted I choose an option, for which none were relevant. I had to hang up and call a second time using the voice commands in order to be able to speak to someone. Once a representative answered ( XXXX, sp? ), I was told that more information would be needed and that they would need to submit a credit application. Before I allowed the associate to continue, I inquired whether this would result in a " hard inquiry '' or a " soft inquiry. '' I was told that consideration for a limit increase would result in a " hard inquiry ''. Therefore, I declined to move forward. I find this practice predatory on consumers. First, the E-Banking specialist should have indicated in his response that SunTrust requires a hard inquiry, especially considering I communicated my concerns. Secondly, SunTrust already has updated credit information pulled monthly, so I see no justification on why they feel it is necessary to pull a new report. They have their own account relationship data, as well as monthly updates on credit reports that can be used to " score '' whether or not a consumer is eligible for a limit increase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35211
Submitted Via: Web
Date Sent: 2017-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-28
Issue: Incorrect information on credit report
Subissue: Account status
Consumer Complaint: I filed a previous complaint with CFPB about my Suntrust Equity Line being refinanced due to hardship. They did complete the hardship refinance to my satisfaction due to the pressure from your organization. Thank you. However, they reported to the credit reporting agencies I had been late 30 days on my loan which is the not the case. I had called Suntrust several times to see why the refinance was taking so long and was told " it was a sensitive subject ''. I was instructed " not to pay one the old loan '' until the new terms were worked out or I would be paying on the old loan and it would not be reflected in the new loan. I followed the advice of Suntrust and did as I was told. As soon as the new refinance terms took place, I made a payment and have not missed a payment. I feel that Suntrust reporting a late payment to the reporting agencies is unfair and false. Suntrust told me not to pay on the old loan which I followed. Reporting a late payment is disingenuous when they took " a lengthy time to rework the loan because it was a sensitive subject. '' I am now trying to refinance the loan to get away from Suntrust and their reporting is hurting my credit score in getting a new credit line. I want the " late status taken off my credit report as this account has always been in good standing for over 10 years until the payment ballooned and was unreasonable for me to handle. I worked it through Suntrust to get fair treatment. Reporting a late payment that was their fault in the length of time in handling my refinance was not my fault. I would like this changed on my credit reports. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2017-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-28
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: To date, someone has opened XXXX banking accounts in my name. received letters with debit card number. they has some very personal information, as I have called the banks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2017-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-25
Issue: Incorrect/missing disclosures or info
Subissue:
Consumer Complaint: Asked for correction of a XXXX from Suntrust. They refused our bank also. We moved our funds from one IRA to another IRA at XXXX. XXXX told us to get a cashiers check made out to XXXX doing business for XXXX and XXXX. We did. We did not touch the money, but they show us as a gross distribution, not a transfer. Our bank, XXXX, called and talked to their IRA department. They were told that Suntrust would throw their forms in the trash and would not correct this. Suntrust also told us we would have to go back to the bank in XXXX, GA that handled this. We live in XXXX FL now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34748
Submitted Via: Web
Date Sent: 2017-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-22
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I have been charged over draft fees for transactions that were covered. I called to to them and they explained it was because of transactions that were covered yesterday I explained that has nothing to do with the pending charges that are covered. I have took pictures of my account when I was online and talking to the rep at the same time. The supervisor continued to talk in circles and would not refund my {$72.00} for XXXX charges that were covered. They literally just stole my money and and tried to justify it by saying it was the pending charges that were not posted and they were covered too, with the deposit that came in today. I am sick of this bank charging me for fees and moving money around to make money. I was told by a a manager at a local branch that fees were charged based on anticipation, as well I told her that was unfair and unethical and if money is in there to cover transactions then a fee should not be charged. I want my {$72.00} back and I will not be banking with Suntrust anymore. They did n't used to do this and all of a sudden they find a way to always get money from me. Always moving money to get a fee maliciously. This bank needs to be exposed for their repeated theft from my account based on anticipation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-22
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: I did not finish my degree due to owing the school a balance. I owe this balance because I did not find out that my loan was denied in time to cancel my classes for that semester so therefore, i was charged the entire sum. I am making monthly payments. Also, since I am not working at the position that I went to school for, I am not making enough money to pay the monthly payment on my private student loan. I also have XXXX which doesnt help matters. I have tried to converse with the lender to get an income repayment plan for a much smaller monthly payment or redo my loan to get the time extended which would bring my payment down. They have denied everything but a 3 month forbearance. I appreciate any help you can give. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust Mortgage has not paid taxes on my property - the county is bothering the old owners of the house saying " taxes are due '' ... and will become deliquent on XX/XX/XXXX. I 've been in contact with SunTrust Mortgage, and they show that they did pay the taxes in XX/XX/XXXX, however, XXXX County in FL is saying that have not. They keep saying they are looking into the issue - however, I have not had any updates in two weeks. The deadline is quickly approaching.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-19
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: XX/XX/XXXX In XX/XX/XXXX when Suntrust Mortgage Inc. was handling my application and receipt of funds from the Keep Your Home California ( KYHCA ) Principal Reduction Program ( PRP ) Suntrust violated the KYHCA PRP regulations which required that Suntrust simultaneously apply those KYHCA PRP funds to reduce the principal amount of my V. A. home loan with Suntrust, as well as to at that same time Recast that V. A. home loan. Suntrust only reduced my V. A. home loan, but never did recast my loan, " There was an error with the recast when initially performed. Everything was done correctly, however there was a lag causing a gap in payments that were not covered by XXXX hence the past due amount. However, this issue has been resolved with the state of CA. They agreed to send funds to bring the borrower current. These were just received yesterday and I will apply them to the account tomorrow and the borrower will not be due until XX/XX/XXXX ... '' ( Tuesday, XX/XX/XXXX XXXX Suntrust employees internal email from XXXX to XXXX, and cc 'd to XXXX and XXXX, found on attached documents, labeled page XXXX on lower right corner of page ). These additional KYHC PRP funds mentioned in that email were to cover the mortgage payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, as stated in the Tuesday, XX/XX/XXXX XX/XX/XXXX internal Suntrust employees internal email from XXXX to XXXX, and cc 'd to XXXX, and XXXX, found on attached documents, labeled page XXXX on lower right corner of page. On the email dated Thursday, XX/XX/XXXX XXXX ( found on attached pages XXXX, XXXX, XXXX ) from Suntrust employee XXXX to KYHCA employee XXXX and cc 'd to Suntrust employee XXXX, in which XXXX wrote, " I received your message this morning and XXXX has filled me in on the details of this loan and the error that occurred. We have reached out to our internal sources to see what steps need to occur for this to be corrected ... '' With this email, Suntrust employee XXXX fully admits to KYHCA that only Suntrust is at fault here and that I am Not at fault for the Suntrust error, that Suntrust is completely at fault here. Therefore, based on the information in the emails listed and attached here, and because of this admitted error by Suntrust, which is also in direct violation of KYHCA PRP regulations, Suntrust alone caused me to not be able to afford my mortgage payments of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and which Suntrust has illegally and wrongfully reported these missed mortgage payments to the XXXX credit reporting companies of XXXX, as delinquent debt on my part. Suntrust reported this information illegally and with the intent to ruin my credit, despite Suntrust having full knowledge all along that I was Not at fault in this situation, and this is demonstrated by Suntrust internal emails as well as Suntrust emails to KYHCA where Suntrust admits fault during this entire situation. This has resulted in much damage to my reputation and credit history, solely based on the admitted actions by Suntrust employees and this, has ruined my credit and has caused me to be denied credit several times because of that illegal and wrong acts by Suntrust employees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95341
Submitted Via: Web
Date Sent: 2017-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 'm confused as to where SunTrust is on my appeal of their alleged denial of my modification request submitted in XX/XX/XXXX. This may relate to my appeal filed in XX/XX/XXXX and is in file complaint history Case number : XXXX. The XX/XX/XXXX SunTrust letter on file with the CFPB discusses a missing XXXX and completed tax returns. This is the email trail and document submission to Suntrust sent on XX/XX/XXXX. XX/XX/XXXX Please see my letter on the continuing bad treatment from SunTrust. No representatives from SunTrust have called me and the data I have submitted is complete. 0n XX/XX/XXXX, at XXXX, XXXX ; wrote : Good afternoon. I spoke with a representative today. I hereby resend all of the items that I have sent previously in XX/XX/XXXX. I also attach another copy of of the business return, XXXX, signed, and the XXXX attached to the business return. I hope that SunTrust will proceed with a modification, forbearance, and other matters as first requested in XX/XX/XXXX. Thanks XXXX Begin forwarded message : From : XXXX Subject : Re : Suntrust Loan # -Schedule of Income, Form XXXX, Part of XXXX Date : XX/XX/XXXX at XXXX EST To : XXXX, XXXX Cc : " XXXX ; XXXX : Here is a schedule that is a part of the XXXX submitted to show my income in XX/XX/XXXX, XXXX ; XXXX ; Begin forwarded message : From : XXXX Subject : Re : Suntrust Loan XXXX XXXXSchedule of Income, Form XXXX, Part of XXXX Date : XX/XX/XXXX at XXXX EST To : XXXX, XXXX Cc : " XXXX '' XXXX ; XXXX XXXX ; XXXX : Here is a schedule that is a part of the XXXX submitted to show my income in XXXX, XXXX ; XXXX XXXX ; Begin forwarded message : From : XXXX Subject : Suntrust Loan # XXXX-Requested Items Date : XX/XX/XXXX at XXXX EST To : " XXXX '' XXXX ; XXXX XXXX ;, XXXX Cc : XXXX, XXXX, XXXX XXXX ( XXXX ? ) : Thanks for your call on XX/XX/XXXX. Here are the items you informed me to submit to SunTrust to complete the modification request. As shared in my earlier request, I request a modification approval and forbearance in XX/XX/XXXX. 1 ) Hardship Affidavit with all questions answered. 2 ) XX/XX/XXXX XXXX Tax Return with XX/XX/XXXX XXXX Corporate Tax return showing withdrawals/income. 3 ) Most recent P & L for company through XX/XX/XXXX. XXXX P & L Mod Request XX/XX/XXXX XXXX ; XXXX XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; Begin forwarded message : From : XXXX Subject : Suntrust Loan # XXXX-Requested Items Date : XX/XX/XXXX at XXXX EST To : " XXXX '' XXXX ; XXXX XXXX ;, XXXX Cc : XXXX, XXXX, XXXX XXXX ( XXXX? ) : Thanks for your call on XX/XX/XXXX. Here are the items you informed me to submit to SunTrust to complete the modification request. As shared in my earlier request, I request a modification approval and forbearance in XX/XX/XXXX. 1 ) Hardship Affidavit with all questions answered. 2 ) XX/XX/XXXX XXXX Tax Return with XX/XX/XXXX XXXX Corporate Tax return showing withdrawals/income. 3 ) Most recent P & L for company through XX/XX/XXXX. XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX Personal Bank Statement XX/XX/XXXX ________________ While I have multiple letters from SunTrust, I do not have the XX/XX/XXXX loss mitigation letter or a reply to my appeal letter of XX/XX/XXXX or any calls from Suntrust Mortgage or messages since XX/XX/XXXX ,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2017-03-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am thoroughly concerned about the bank hacking my account in XXXX I was recovering from a XXXX I was so stressed that I did travel however the bank statement that I have when I went into the local bank that I felt and I know stole my money I actually attempted deposit Monies into a account which was mine checking it was not put into the savings but it was put into the checking 's account meaning that they did not move the money from one account to the next unbenounced to me when I did call to complain about it the bank manager quit the teller that was working there was no longer working there however I 'm clearly concerned about transaction date dated XXXX XXXX XXXX the amount of {$4600.00} was the depth it {$17.00} the confuse part about this is that some of the dates that 's up top on my transaction history are mixed up to confuse me on reading the dates however this particular date shows a balance of {$460.00} XXXX that 's the same amount that was available before the {$17.00} was taking out however the date XXXX. XXXX the amount that I just quoted of {$4600.00} is still the same amount from the previous balance and it 's not showing of deduction of XXXX. XXXX I also have several different transactions dated XXXX XXXX XXXX and to the right of that the date is dated XXXX XXXX XXXX check card purchase a {$15.00} running balance XXXX dollars in {$XXXX}. The next date is XXXX. XXXX XXXX dollars my account balance at that time was XXXX dollars in XXXX {$1100.00} was tooken from that on XXXX XXXX XXXX I had a balance of {$2100.00} XXXX and {$22.00} was taken from that I also have a transaction from XXXX XXXX XXXX my balance was {$2100.00} {$38.00} was taken from that the next date is it 's a lot going on with this account that I have that was printed out from the bank and give it to me however the dates are so mixed up but when I do my calculations I do n't understand it for instance XXXX XXXX XXXX from XXXX XXXX XXXX debit ATM balance inquiry {$XXXX} XXXX {$100.00} XXXX XXXX XXXX through XXXX XXXX XXXX debit a deduction of {$2.00} and my balance was {$2100.00} after that I have a debit date for XXXX XXXX XXXX XXXX XXXX with the serial number it does n't show where it was located but it just has a serial number XXXX XXXX you see XXXX XXXX the duction {$200.00} balance XXXX and {$6.00} this is very confusing and if the bank does not cooperate I would like to lunch this into another next station and I would n't like to make a dispute
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No