Date Received: 2017-03-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I recently applied for credit and to my amazement, saw that you are still reporting me as being late -- even though in XX/XX/2016, a representative from Suntrust agreed I had never been late, said the fault was Suntrust 's, apologized, and assured me Suntrust would clear the errors with the credit bureaus. Explanation : When I purchased my home, my loan payment was {$1200.00} then it adjusted to {$1700.00} in XX/XX/2016 without notice. I never received notice that it changed. I made my payment on time each and every month, but because of the amount Suntrust accepted the payment but did not credit the account, my payments were not properly recorded. Nobody said anything about a different payment in the branch. I visit the branch and make every payment. Then to further mess things up, Suntrust put one of my payments toward extra principle balance and reported me late on top of it!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I filed for Mediation for my home loan. The mediation package from the foreclosure attorney had most items in it. except for the payment from the mortgage insurance company. It had a notation in it. but did n't post the payment from the company. I had talked to the mortgage insurance guy and he wanted to go over figures with me. and then told me they had to pay Suntrust because I had received a discharge on my bankruptcy. Even after the Pay off. Suntrust is still charging a mortgage insurance fee. this time it is lender imposed and not imposed by the mortgage insurance company. Please make Suntrust service my loan correctly. The loan amount is n't correct and the mortgage insurance should n't be charged. also my deed of trust was n't dated by the notary. XXXX allows for the lender to fix flawed Deed of trusts. Maryland does n't allow back dating a deed of trust. so if I am correct. no interest is due on this loan. Am I not correct?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I was at a Suntrust Bank location today and was ( I believe ) intentionally short-changed on a deposit. Fortunately, I counted my cash before I left the property, immediately went back into the branch and the issue was corrected by the same teller who did the original transaction. I am very concerned that this appeared to be a conscious attempt to defraud me. I tried contacting Suntrust Corporate to speak with their internal audit staff but their customer service was not able to help me. They did not even seem to know whether or not Suntrust had an internal audit staff. Suntrust website is equally unhelpful. The links to the Fraud and Security section are all addressed at external sources of fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Suntrust Mortgage Took out XXXX payments from my escrow account for my property taxes but my XXXX Property Office only received XXXX Payments. I opened the case with Suntrust to research the issue on XXXX XXXX 2017 and as of today the XXXX payment is still missing out of my Escrow. In the meantime i was contacted via mail that my escrow account is short and the shortage must be paid. I was told that i need to pay extra {$350.00} a month for next 12 months to make up the shortage. Therefore not only my escrow account is short of XXXX payment which didnt make it to my Tax collector but I also am forced to pay extra which seems like alot of money to come up on top of the existing mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, 2017 I received an e-mail from XXXXXXXXXXXX, purportedly from SunTrust Bank. This e-mail informed me that an Online Cash Manager Account had been opened in my name at SunTrust Bank and requested that I reply to complete the enrollment process. I do not have, nor have I ever had, an account with SunTrust Bank. Nor have I ever initiated the process for opening any type of account or service through SunTrust Bank. When I called SunTrust Bank their employees immediately requested my social security number. When I refused to give them that information they checked for accounts in my name. I was told that there were several accounts at SunTrust Bank that had my name on them. When I asked them to cross reference the accounts that bore my name with accounts that have my e-mail address associated as contact information they refused on the basis that they could not give out account information. In short, fraudulent financial activity is apparently being conducted at SunTrust Bank using my name but SunTrust Bank is refusing to give me any information about accounts held by them in my name. I need to know what fraudulent accounts are being held in my name at SunTrust Bank so that I can effectively pursue a prosecution of the individual or individuals who have used my identity to open fraudulent accounts in my name. Thank you for any help you can give me in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 389XX
Submitted Via: Web
Date Sent: 2017-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Hi my name is XXXX, I open a Account at Suntrust Bank XX/XX/2017 online I then deposited XXXX that day I also deposited money again XX/XX/XXXX XXXX and XXXX and I open the account online on the XX/XX/XXXX I went in yesterday try take money out they say they ca n't hold on my money no letter in mail no call nothing then so when I talk to management at bank he say cause I open account long ago before we was n't supposed to let me so ok where my XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32607
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Credit determination
Subissue:
Consumer Complaint: Please help this is a true tragedy : Back in XX/XX/2016 my bank ( Sunburst in Maryland ) offered me a " better credit card rewards '' than the one I already had to pay for my gas and my groceries. The person that offered me this credit card who I believe is one of the managers at that location at the same time suggested I close my personal account because that particular account was still joint with my ex husnband 's name which I personally did not mind but I agree to replace it for a new personal account without his name on it. The agreement was also to MAKE SURE all of the automatic payments, like my OLD CREDIT CARD, mortgage, insurance etc were all transfer to new personal account before closing the OLD personal account. He reassured ma all automatic payments were in fact transferred to the new account. Apparently In the " old credit card, there was still a balance of XXXX cents that this person that " HELPED ME '' was supposed to pay it off before closing the old account Well ... Apparently hi did not only left the old credit card OPEN which was n't supposed to be left open but the card was still trying to get the payment from the THE CLOSED account. When more that a few letter arrived last year saying I had an unpaid balance that was not being paid because the account was close I did n't understand nor did I had a clue as to what they meant or what was going on. So I finally went to Suntrust again to ask about this. At that particular Sunburst the lady at the Branch in XXXX Maryland said that in fact " I do n't have a credit card with those last four digits therefore there must be a mistake. This was back maybe in XX/XX/XXXX of last year. So I let it go. Well Suntrust tried to reach me again via phone about this and once I understood what was going on and that the old the credit card was in fact still open and trying to collect funds from that one account has closed without closing the old credit car or the automatic payments I went immediately to the branck and demanded to close that account and paid the unpaid balanced that this has cost me an incredible amount of grief. But this is not the real tragedy The real tragedy is be cause of this horrible mistake my credit score went down about XXXX points!!!!!! I ve been trying to reach the credit report people to please dispute this that this is not my fault. Sunburst now is claiming there is nothing they can do that nowhere is written something went wrong, they are saying basically this is my fault. Now the credit report automatically took average one hundred points because of this. This is a tragedy no one should ever go through. I work so hard to pay my bills on time, I ve never ever ever been late on any payments Please help The name of the entity is Sunburst Bank and the branch that had the person done this is in XXXX Maryland. The first name of the person that works at Sunburst that has made this error of neither closing my credit card nor transferring the unpaid balance to the new account he opened is XXXX The woman that said I do n't have that credit card on file and to let it go back in XX/XX/XXXX of last year was in XXXX Maryland on the Suntrust branch right of XXXX. Please help!!!!!! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20715
Submitted Via: Web
Date Sent: 2017-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: About 8 years ago I had to up and leave my house to move for care of my daughter. To which we had renters but they XXXX us over and we didnt have time or money to deal with a house as my daughters health was way more important and the renters messed the house up. I have filed a few complaints on this company already. 7 years later the house hasnt been paid on its suposed to get forclosed. Its in the process but from what Ive been told my law office keeps getting hung up with SUNTRUST MORTGAGE on this issue. My credit has already been turned to XXXX cause they wont do anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54880
Submitted Via: Web
Date Sent: 2017-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-07
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I submitted an application to Suntrust Bank to do a mortgage finance with a cash back. I agreed to the credit check on XXXX. I spoke with the mortgage officer who stated my debt to income ratio was high given my student loan payment that was in deferment and because of my XXXX account. At that time I was told if you could pay off my XXXX and produce a document from the student loan company with my payment once out of deferment, we could continue with the process. I paid off my XXXX and produced the student loan payment once out of deferment. The loan officer said this brought by debt to income ratio to 46% and I was pre-approved (XX/XX/XXXX). On XX/XX/XXXX I submitted other needed documents in regards to the condo and I paid the fees for the application, $XXXX (condo questionnaire), $XXXX (appraisal), and $XXXX (credit report). We continued to move through the process, with other requests for documents such as insurance information and the appraisal which occurred on XXXX. The condo questionnaire was completed XX/XX/XXXX. My loan went back and forth with underwriting, requesting additional documents pertaining to paystubs, bank statements etc. In XXXX, my loan changed from a primary property to a secondary home and I signed the new documents, had another credit report pulled (2nd one) and was requested to show a $XXXX reserve, which I provided within that week. The loan processor informed me this was the last step and we should be moving towards closing. He also requested my updated student loan information which I sent again XXXX (the same document submitted on XXXX) and he confirmed receipt XXXX which was the last day I heard from him. XXXX, I began to call/send emails regarding the status of my account, I received no responses/replies. I spoke to an admin who said she asked both the loan officer and processor to give me a call but neither did. I finally contacted a manager who returned my call immediately (XXXX). He looked into my application and informed me that my debt to income ratio was 65% (based on my student loan payment) and my loan was denied and asked if someone informed me which they had not. I informed him that this payment was no different than what was submitted in XXXX, then I sent him all the emails where this information was shared prior to me moving forward with the loan. I was contacted today, XXXX by the loan officer who explained that they must deny my loan because my student loan payment is variable not fixed and variable payments cannot be considered, only fixed. This same information of the variable payment was included in my documentation on XXXX. Several times, my application had been reviewed by underwriting and my student loan payment had not been a concerned. I was directly told my debt to income ratio was within the guidelines in XXXX which is why I proceeded with the application. This information was known prior to me being pre-approved and was available during the last 3 months. However, the representatives continued with my application soliciting the condo questionnaire fee of $XXXX and the appraisal fee $XXXX after having the information (reviewed by the loan officer and underwriter) that should have denied my loan in XXXX prior to paying these fees and continuing to solicit other documents from my job, condo association, insurance company as well as others wasting our time. I was led to believe my loan would be approved (I met the guidelines) which led the bank to benefit from the fees I paid in total of $XXXX which I should be reimbursed less than the credit report of XXXX. This also caused XXXX credit inquires (I expected only XXXX), which has dropped my credit score. This process was troublesome, didn't seem according to protocol in order to benefit financially.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02131
Submitted Via: Web
Date Sent: 2017-03-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-07
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: We were offered a payment extension on our loan which stated that the payment would be moved to the end of the loan and that our final payment might be " slightly '' more. It is close to XXXX which in my opinion is not slightly more than {$590.00} which is what our final payment was to be. I truly feel that the advertising for this extension was fraudulent & deceptive and had we known that there would be that big a difference in the final payment along with having to still make the payment that was skipped, we would have never agreed to that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2017-03-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No