Date Received: 2017-02-08
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: This complaint is about a checking account in Suntrust bank ... ... On XXXX/XXXX/2017 I deposited a personal check from my brother in law for the amount of {$1200.00}. {$510.00} of that money was available in my account on Tue XXXX/XXXX/2017 morning. So I registered my car in the state ( I just moved from another state ) paid {$250.00}, paid my water bill {$65.00}, made a purchase of {$31.00}, so when I went to check the balance in my checking account around XXXX because I was in the process of insuring my vehicle, my account was overdrawn for {$370.00}. The bank put a hold on the {$1200.00} deposit until XXXX/XXXX/2017 I 've called numerous of times I even went to talk to XXXX, GA XXXX. branch manager an no one can do anything. The check I deposited already cleared my brother in law 's account, he gave me the name and phone number from a representative of XXXX Bank ( bank where the check is drawn from ) so a representative can call her so she can corroborate the funds were already cleared. I 've tried to have someone from Suntrust call XXXX and my message never gets forwarded. All I get is " your deposit is being held and it will be available on XXXX/XXXX/2017 '' it looks like the bank refuses to help. Oh before I forget I do not have a dime on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30165
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My husband and I were having problems paying our mortgage. We called our servicer, Suntrust, to request foreclosure options ; we were seeking a " short-sale '' or a " deed in lieu ''. We were told that they could not assist us with either until we were in default, we would have to miss payments in order to be considered. When we met the requirements of default, we were asked to submit our financial information. We had to fax and mail it several times, and each time we were told Suntrust was missing parts of the information, that we would have to fax again. This went on for three months, always having to refax info, then updated info, and we would never get a call saying that Suntrust received it, or did n't receive it. We would have to call and start the process all over again. I have been in the XXXX for about 30 years. I was worried about exactly where my information was going and why exactly Suntrust is saying they have not received the information. I mailed information, and faxed information, all times Suntrust received the information, but somehow it was missing. I was assured by Suntrust representatives that the information was secure, would only be used by Suntrust, and not given to any other party or third party affiliate. This is not true. Since faxing our private information to the bank, we have had repeated attempts and identity theft activity On XXXX XXXX and XXXX, somebody tried to use our XXXX of our existing credit cards, XXXX a XXXX Hotel, and the other at a XXXX store. We were alerted by the bank that issued our card, otherwise the criminal would have been able to use the card. Then on XXXX XXXX, we received the attached letter regarding a failed attempt to open a XXXX XXXX Card in my husband 's name. ( Attached 1 ). When I spoke to the XXXX Bank, I was told by the fraud division, that the only information the thief did n't have was my husband 's DOB. They had our name, address, and social security number. The only information missing from the Suntrust Package was our DOB 's. We have never had any ID theft attempts before, and are extremely careful with our information. Again, I have been in the XXXX for about 30 years. I know how to protect my financial information. Since we submitted our information to Suntrust, we have had continual criminal and Identity Theft problems. We received a letter from Suntrust with our information at the top, our name, our property, our account number, but at the bottom was another person 's name, requesting missing documentation from XXXX and XXXX. Further reinforcing our belief that Suntrust has failed to secure our information, and the source of the identity theft activity, we have no idea how many entities, other customers, or employees have our information. I am in the process of filing a FTC Identity Theft Report and putting a Freeze on our credit. I have no idea who Suntrust shared, " accidently '' or otherwise, or who was allowed to steal our information. Servicing issues have also been a continual issue. Suntrust sends us a letter stating they are working on our package, but days before that we were told our servicer is now XXXX. Suntrust sent us a letter telling they " cease '' collections while our packet was being reviewed, and no late charges would be assessed, on XXXX XXXX, 2016. XXXX Attached 3 ) We received this letter after we received a letter from Suntrust ( Attached 4 ) stating XXXX is the new servicer on XXXX XXXX, 2016. We also received a statement in which late charges were assessed ; inspection fees and home preservation fees were assessed by XXXX. Stickers on our door stating the property is vacant, that the home is in foreclosure, and then XXXX sent in a company to change the locks and winterize the home. All of this during the time Suntrust is supp
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53207
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-08
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have a checking account with SunTrust bank. The last transaction that I made personally was a {$400.00} deposit in XXXX of XXXX. My statement ending XXXX XXXX, XXXX shows I have a balance of {$550.00}. I have made no transactions since. In XXXX XXXX I received a letter in the mail from SunTrust stating a deposit was made to my account in the amount of {$1400.00} and the letter informed me that {$800.00} of the deposit was not available for withdrawal. I made no such deposit. I went online and checked my account and found my account was overdrawn. I saw several transactions that were not mine and I immediately contacted SunTrust fraud to report this to them. During their investigation Suntrust found out that one deposit of {$1400.00} was posted to my account in error and they reversed this deposit. Suntrust credited my acount for {$4.00} which was the amount of the first fraudulent withdrawal from my account. The final fraudulent transaction was a debit of {$940.00}. Suntrust sent me a copy of this. It is what appears to be a cancelled XXXX XXXX XXXX check dated XXXX from someones account in Virginia. Today I received a letter from Suntrust Fraud that they are denying my case. I have all of my ATM cards which I have never used and all of my statements so I do not think someone stole a statement out of my mailbox. I have all of my checks as well. I really do not understand how this can happen. Suntrust Bank allowed a cancelled check from another bank that is dated cancelled XXXX to be used to withdraw {$940.00} from my account and Suntrust concluded that no error occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30084
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust Mortgage changed the technology on their e-Pay system around XX/XX/2016. Since that time my mortgage loan account has improperly not shown my current payment due on e-Pay on the first of the month. Every month now XXXX shows my XXXX of month payment due AFTER I have paid it! I have spent numerous wasted hours on the phone with loan servicing staff who are unable to fix the problem and who are unwilling to own the problem. And around mid-month each month I am improperly billed for TWO payments - the current month AND the next month 's payment..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have multiple letters from SunTrust that are deceitful, misrepresenting my submissions to them, misleading as to the mortgage modification process, and a violation of FDCPA collection laws and the XXXX. I have detailed the letters and actions in the accompanying letter as attached.
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: 2017-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-05
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Company not sending written communication. Address verified and email address verified. Claimed several documents were emailed and mailed XXXX yet I have not received anything but a dispute form to fill out to my email address. Missing documents include XXXX debit card, XXXX pin numbers, XXXX documents regarding the dispute ruling and status.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2017-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-03
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX I faxed XXXX affidavits regarding XXXX unauthorized debits to my Suntrust savings account. I also called Suntrust on XXXX/XXXX/XXXX regarding XXXX unauthorized checks debited from my savings account and was provided with XXXX case numbers. On XXXX/XXXX/XXXX I received 2 letters informing me of credits to my savings account from XXXX of the unauthorized checks. On XXXX/XXXX/XXXX I took the XXXX affidavits that were mailed to me to a Suntrust branch to have them witnessed, notarized, and interoffice-mailed from the branch. On XXXX/XXXX/XXXX my savings account was credited for the XXXX checks associated with the XXXX affidavits. The remaining check amount of over {$2000.00} has not yet been credited back to my account. I never received an affidavit for this claim made by me on XXXX/XXXX/XXXX. I have called Suntrust fraud department 8 times between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX regarding the status of the remaining claim. On 6 of those calls I was told that the claim is still in process, that the case would be escalate, that I would be contacted by phone or email with 72 biz day hours, and on at least one of those calls I was told that an affidavit was not required at that time. I have not been contacted by Suntrust by any method regarding this final claim. On my last call today ( the first call was dropped after being put on hold ) after I advised the associate that I would report this situation to CFPB, the media, and/or upper management, I was advised that an affidavit would be sent regarding the claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2017-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I contacted SunTrust Mortgage to advise that they were no longer reporting on my credit report. I was advised that they do not report to the credit bureaus because they did not have a letter of reaffirmation on file and that I would need to reopen my bankruptcy case from XX/XX/XXXX and sign a letter of reaffirmation. I advised and sent SunTrust proof that they report on my credit report until XXXX as shown on my credit report I pulled in XXXX. I also, sent the recent credit report from XXXX to show they stopped reporting, and a copy of my bankruptcy petition showing that they were aware of my bankruptcy and electronically served through the registered agent at the time XXXX to come to the meeting of the creditors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2017-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-02
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: My wife and I have a joint account with SunTrust ( branch is at XXXX XXXX XXXX XXXX, XXXX XXXX GA XXXX ). We received a rogue charge to that account for a clothing purchase we had never made for {$240.00}. We called the bank to inform them and to halt the processing of the transaction. The bank told us that the transaction had been made on a different card ( My wife had had an account in her sole name with her own debit card for that account, however she had closed that account 3 months earlier and that account had disappeared from any view that we had ). As her old account was linked to our joint account, the transaction appeared on our joint account. It appears that they removed my wife 's " closed '' account from our view, but had never actually closed the account. I have read about the XXXX " sales practices '', however perhaps there are other short term " performance measures '' within banks that are resulting in window dressing ( such as keeping accounts open with a XXXX balance and removing them from the customer view ) and unnecessary risk being passed to consumers. For now, the branch has acknowledged that account was closed. They seem to have no idea how the fraudulent transaction was not denied from the get go. As my wife closed the account months ago, so the card was cut up at that time also. Meanwhile the bank, although they acknowledge that we could not have made this transaction, have nonetheless charged our account with the full amount while they process their " investigation ''. Now we are waiting for them to conclude their investigation while someone else holds our money in their account. All this while, only the bank 's dubious practices have allowed the fraudulent transaction to be conducted in the first place. It is a very sad place when the humble consumer has better risk management practices than one of the larger banks in the land.
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: 2017-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-03
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: A friend received about $ XXXX from a sale which was wired to his acct at SunTrust, which already exceeded XXXX. I told him to XXXX some to other banks to keep balances at each under XXXX. He went to his branch in XXXX, VA, where he was instead told the ins is up to XXXX PER ACCT, so half was XXXX into a new acct. Perhaps the person received a bonus as happened at XXXX. I told him that was false, and he returned to the branch yesterday. This time a different desk person was told what my friend had been told previously and that a friend ( me ) had said it was incorrect. That desk person went to the manager with the issue, returning to say coverage limit would be based on beneficiary designation! So this SunTrust branch and perhaps others is giving false and potentially seriously damaging info to customers either out of ignorance or for marketing goals. When I worked at a bank there were fdic brochures. Are there still? If so, staff should be required to dispense one any time a question is asked, in addition to trying to answer the question. There are indeed some fine points involving joint and IRA accts, but the broad SIMPLE headline rule is easy to understand, so the advice given by these SunTrust personnel is unforgiveable. Do something!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2017-02-03
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes