Date Received: 2017-02-22
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, we turned-over our XXXX XXXX XXXX to a XXXX dealership, in the process of participating in XXXX court-ordered buy-back of XXXX vehicles. That program provided for a cash-payment to us ( made, through XXXX Bank, via EFT ) and a settlement payment to the vehicle 's lien holder, SunTrust bank. Because the buy-back process was protracted, and because we were forced to continue to make payments on the loan in the interim between agreement with XXXX and the actual buy-back closing, the amount actually owed to SunTrust on the vehicle at the closing was substantially less than the amount due to SunTrust on the loan. Specifically, XXXX XXXX XXXX paid a total of {$1200.00} to settle our loan, when at that time only {$220.00} was actually due, in total, on the loan. After several subsequent inquiries to the bank about that payment, we have, finally, been advised that the remaining amount due on the loan of {$220.00} is shown as paid, and the loan is closed. However, the overpaid amount of {$990.00} has not been remitted to us, but is " scheduled '' to be paid, via check, on XXXX XXXX. In response to our request that the Bank explain the extraordinary delay in remitting payment to us, we were informed that the Bank had to ensure that the " funds cleared ''. Very simply, our complaint is that, by XXXX XXXX SunTrust Bank will have been in possession of {$990.00} in those very obviously overpaid funds for more than 30 days ... well in excess of any reasonably determined " fund-verification period '', and that they are, in fact, illegally and unreasonably delaying refund to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I opened an account with SunTRust Bank with an offer in witch they offer me a reward of {$250.00}. The terms and conditions where : earn {$150.00} by depositing at least {$100.00} within 14 days of account opening and completing at least {$500.00} in Direct Deposit within 60 days of account opening. And earn an addition {$120.00} by continuing to maintaining at least {$500.00} in monthly direct deposits until XXXX XXXX XXXX. I did completed both requirements for the offer. I never got any reward from them. Since XXXX XXXX I been going to the branch where I opend the account and talking with the manager XXXX XXXX XXXX, phone number XXXX she has n't been able to get my reward. We submitted a complaint with Research contact center, and a lady call XXXX XXXX XXXX extension XXXX, call me on XXXX XXXX, XXXX and told me that they made a mistake and that i was supposed to get my {$250.00} reward in 4 weeks ( XXXX XXXX ). Today is XXXX XXXX, and I have n't received my reward, XXXX is not returning my calls. I do n't know what else to do! I really hope you can help me to get my rewards so I can close my account and never again doing business with SunTRust. Thank you XXXX XXXX XXXX XXXXXXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2017-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My minor daughter had her atm/debit card stolen as well as her mobile banking account information for her checking and savings accounts at Suntrust bank hacked. The thieves used her card to make fake/altered traveler 's check and money order deposits to her account then on the same/next day used the card to make large purchases. They withdrew money from the Suntrust atm as well. This was all in a few days window from approximately XX/XX/2016. Her first indication of anything wrong was the bank 's fraud department calling her on XX/XX/2016 and she realized her card was missing. She is in high school during the day and works part-time several days per week so does not make purchases daily so had not realized it was missing. The fraud department had her verbally go through the information as to what purchases she remembered making, but at that time she was not made aware of any of the fake/altered check deposits. The next week a letter ( s ) came from them in regards to being overdrawn. I went to the bank branch ( on XX/XX/XXXX ) and the manger pulled up the information and then gave me copies of the checks that had been forged-she never knew about those. We were supposed to have a form sent to contest those charges. The forms did not arrive and I spend hours over weeks talking to multiple people. Recently another department sent a notice stating that the accounts would be closed and demanding the overddrawn amounts be paid ( about 2000 $ ) as well as stating that a negative notation would be put on our credit files. I have given them the case numbers but it seems the fraud department does not share the information with the collection department. We were again by the fraud department to fill out forms ( some of them to be notarized ) that then never arrive. They insist that all this could be handled at a bank branch but due to our work schedules we have only been able to go to a branch once and that was not a useful experience. We requested the evidence they used in denying the claim-such as a list of all the time stamped transactions, video images of the perpetrator at the ATM and at XXXX making the purchases at XXXX. However, they have never provided the information only sending a denial letter. They have been very uncooperative. Without the proper information we can not adequately rebut any inconsistent information-my daughter is minor teen and even a week after the incident could not adequately recall which days she may have worked or not and what places she went or not let alone months later. The places that the thieves went to get and spend money were at some distance from our home base and it ridiculous how the bank is handling this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2017-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-16
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I applied for a specialized mortgage product with SunTrust bank, with specified costs for borrowing, including discount points and a 30 year fixed interest rate. Days before closing, I was informed that my loan product was changed, but that the costs were the same, with no additional fees or change in interest rate, and that the original disclosure included all associated costs. I agreed to the change under the explicit terms of the original loan costs. The change in loan product turned out to be secondary to the processing and underwriting departments making an error in interpreting my qualifications for the original loan product. The night before closing, I discovered that an additional 0.5 % discount points had been added to the loan, and that {$500.00} in lender credits had been removed from the closing costs, without any additional disclosure to me, either written or verbal. When I questioned the changes, I was given by the loan officer a choice of either accepting the additional costs, which amounted to {$5000.00}, or they could resubmit my loan, from scratch, as the original product, the processing of which may or may not have been completed by the expiration of my rate lock, which was 3 business days later, and that the current rate was approximately 1 % higher than my locked rate. I feel that the loan officer and the processing/underwriting departments, whether intentionally or unintentionally, defrauded me for over {$5000.00}, and put me in a position of either accepting the additional undisclosed fees, or risk a substantially higher interest cost over the lifetime of the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2017-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-15
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: I got a private student loan for my first and second year of college with Sun Trust Loans. my first year I took out XXXX with a fixed rate and my second I took out XXXX with a fixed rate. For my first loan I planned on paying the interest while in school. My payments started out pretty low and kept getting higher and higher when finally it got to {$370.00} in a month. This is something that I did not agree upon and was not in the payment plan in our contract. I kept calling and saying that I was in school and ca n't afford those payments and that was not agreed upon. After numerous calls and being late on payments, I am behind by 500 plus dollars. Finally I called again and a gentleman answered and had said that it was not on record that I was in school, so I was paying the payments that I should be paying when I am out of school. I have already payed them over 2,000 dollars in my second year of school. The man said that it would take 2 weeks to process, but I 'm still not sure if my payments will be lower. This has caused me fianancial stress and I have had to have XXXX jobs while being a XXXX XXXX XXXX. I had also a call by a debt collector and she made me give them my credit card number to make a XXXX dollar payment. Please I need advice or help to see if this is even okay for a loan company to do. Anything would help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92115
Submitted Via: Web
Date Sent: 2017-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My wife is the executor of her father 's estate. He passed on XX/XX/2017. He had an account at Suntrust Bank. His name was XXXX XXXX XXXX ( deceased ). There are XXXX siblings who are supposed to receive XXXX each according to his will and beneficiary list provided to Suntrust Bank. My wife personally dropped off a certificate of death, which was required at the branch on XXXX XXXX, XXXX, XXXX. An employee named XXXX, took the original and scanned the doc into their system so the disbursements could begin. Each of the beneficiaries had to submit a letter, explaining who they are with proof of ID, namely a drivers license. This has been done. My wife has also provided their disbursement department in XXXX with the appropriate letter, and XXXX ID ( drivers license. ) This took place almost two weeks ago. On Friday, XX/XX/2017 we received a letter from their disbursement department in XXXX without signature, stating that the Certificate of Death that my wife personally dropped off at their branch was not put into their system. I immediately went to the Post Office and overnighted the original docs, actual death certificate and ID to again, initialize the process. The local branch could not provide an answer to why the original information was returned, when the branch had the copy of the death certificate scanned into their system. I told the branch manager, XXXX XXXX, at the brance on XXXX in XXXX, that I was going to make a formal complaint as I believe the bank is giving us the runaround. She said she understood, and after 6 hours contacting her again this morning, nothing is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2017-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-13
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: We took out a loan with XXXX in XXXX for a term of 180 monthly payments of {$590.00}. SunTrust acquired the loan from XXXX in XXXX and has applied the payments in such a manner that even after making the number of payments we agreed to, they say we still owe approximately $ 8K more. I do n't understand why we would owe more if we paid according to the payment terms.
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: 2017-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-13
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: SUNTRUST BANK IN FLORIDA ISSED A CASHIER CHECK IN THE AMOUNT OF {$4200.00} CK XXXX AND REFUSING TO HONOR PAPER. THEY ARE IN VIOLATION OF THE DOOD-FRANK ACT FOR ISSUING FRAUDULENT CHECKS TO CONSUMERS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60445
Submitted Via: Web
Date Sent: 2017-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-10
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I have an account at XXXX XXXX and XXXX XXXX XXXX. My direct deposit goes in on Friday with XXXX XXXX AND XXXX XXXX XXXX on Friday therefore, on Saturday XXXX XXXX and XXXX money is in my account. But, Suntrust posts my money on Monday. There are people on my job who banks with Suntrust their money is availbale on Saturday to with draw out of their accounts. It looks as if the deliverably post my money on Monday to create fees. When made the direct deposit at the beginning of the account it was in there on Saturday. Now, they manipulate my deposits in the past 5 years to charge me fees. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX. Why is my money not deposit like my collegues at work. We all get paid at the same time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2017-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I made an international wire with my bank Suntrust to a beneficiary with a bank call XXXX and the funds have not arrived. The wire was sent on XX/XX/XXXX and as of XX/XX/XXXX the funds have not been credited. I have done various TRACES through the banking system but as of yet nothing has happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2017-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No