Date Received: 2017-01-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On more than one occasion, my bank has charged my wife and me an overdraft fee on our joint checking account without an actual overdraft occurring that we can see in our records. When this " overdraft '' occurs, the bank puts charges our bank credit card, although we are not overdrawn. In addition, we are charged a separate overdraft fee. When this happens, we are required by the bank to come to a branch and show that our account is not overdrawn, and the bank takes the charge ( s ) off the account. We have been dealing with this for approximately three years, and it 's frustrating and time-consuming. My real concern now -- and the reason I am contacting you now -- is that the bank is most likely making the same unwarranted overdraft charges to a lot of their other customers. This most recent time I captured a screen shot photo of our account showing that there was still sufficient funds and their activity including charges ( see attached ). Thanks,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2017-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The borrower 's name is XXXX XXXX ( maiden name ). Her former name, while married, was XXXX XXXX. On XXXX XXXX, XXXX, we submitted an RMA and Request for Modification with all supporting financial documents to Suntrust, her mortgagee. Suntrust processes her modification through XXXX of XXXX at which point they advised that the loan modification was being denied. The reason for the denial was that the borrower showed excessive mortgage obligations on her credit report. When we had the borrower pull all XXXX credit reports, the only mortgage showing was this one to Suntrust. When we explained to the specialist/negotiator that we had pulled her credit reports and there was no other mortgage under her social security number, they refused to listen to us. THis is the borrower 's primary residence and therefore, we were at a stalemate. Borrower decided to appeal Suntrust 's denial since it was incorrect, and we provided Non-ID Affidavits whereby borrower signed under oath that she had no other mortgages. We even provided her credit reports to Suntrust to evidence only one mortgage to Suntrust. Suntrust took a few more months, processed the appeal and came back with the same decision, denying her modification based solely on these grounds. Obviously, they are not running her credit report since that is tied to her social. But rather, going through public records where her sister in law ( her ex-husband 's sister 's name is also XXXX XXXX ) does have outstanding mortgages but none of which are tied to this borrower 's social security number and do not belong to this borrower ) We provided the credit reports to Suntrust to evidence our position and the lack of any other mortgage under this borrower. They again advised that they were going through her credit report and that her credit report showed more than one mortgage. The Lender also failed to do the following in order to perform the correct research regarding the false information they are stating are on her credit report. 1. Supplemental Credit Report and 2. The XXXX a repository of information that enables underwriters to find all sorts of information related to the borrowers. We feel that SunTrust did not respond to our above addressed concerns and are requesting that re-review to be submitted
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-25
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: To Whom It May Concern : I am seeking counsel to represent me and take SunTrust Bank to court for violating my privacy, for abusing me financially, for violating too many CFPB guidelines, along with misrepresentation of their products/services. This is what I sent counsel, but I wanted you to be aware of my concern as well.I opened a SunTrust bank account a few months ago. Knowing they did not have local branches, I wanted to insure my money is accessible should I need it, but not as easy accessible to go thru all of my savings having recently sold my house. SunTrust bank housed about {$100000.00} of my money. A dire situation arose and I needed a withdrawal of {$14000.00} yesterday. They increased my spending limit, but not my ATM limit. I explained to them I even went to XXXX to cash a personal check and almost paid {$1400.00} to have that done since I needed my cash right away. That was to no avail. Today XX/XX/2017 I called to work something out since I could n't let this issue roll to the next day and I was literally abused by this institution and its employees. I requested to speak to the office of the President, they refused, eventually causing it to be after XXXX EST. After XXXX, the excuse was they are closed. I spoke to several managers and took the following notes. They even called the institution that needed the cash for this dire matter and disclosed my personal information, but me in so much danger. That call was recorded. I am asking counsel to subpoena the phone conversations and proceed with legal matters. The managers in question did not follow CFPB guidelines and were quite oblivious to the whole point of the regulations to protect people like me. I even spoke to a branch manager in XXXX TN named XXXX and she assured me the ATM limit can be increased to {$14000.00}, the managers at the Client First Solutions within SunTrust Bank 's customer service department disagreed and would increase it to {$2500.00} and then not doing that either. Manager XXXX XXXX was a manager who hung up on me several times. Eventually XXXX transferred me to XXXX XXXX, who was her direct manager. She not only violated privacy laws, but also intentionally disconnected the call several times. Knowing her phone # and her direct manager, I called back with her on the line and left messages to all of the managers in the hierarchy until I reached the CEO, who resolves customer complaints thru his assistant. At the end of this correspondence you will find all of the names and numbers of the managers I left urgent messages for. To say the least, the company does not have an office of the President department, nor do they care to process and resolve customer complaints. Instead because they house my money, I am at their mercy and can not use it. The managers ALL were unfamiliar with their own bank 's policies. Additionally, their goal was not to have my issue resolved. Ultimately I did not get the cash I needed causing my life to be in serious despair ( details can be provided upon request ). They admitted to several conversations not being recorded because the managers called me to avoid a lawsuit. Keep in mind, on several occasions they suggested I drive 3 hours or fly to the nearest branch. I live in XXXX and the closest branch is on the east coast. They would not wire the money or work with other financial institutions to make this possible. I am talking about western union/other banks/check cashing places. XXXX ( branch manager in XXXX, XXXX ) XXXX XXXX XXXX ( she was on the phone while I left messages to her superiors ) XXXX She said office of the President closed at XXXX. Did not have their number or process. XXXX XXXX is XXXX manager. I left a message with XXXX on the line XXXX XXXX XXXX is XXXX manager, I left a message with XXXX on the line XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98662
Submitted Via: Web
Date Sent: 2017-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-24
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have asked for my number to be taken out, and to be removed after I explained to the debater I had set up to call back at a later date was told this is not how this works, told him to just take me off do not contact me, received another call a week later with another rude person.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37217
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been fighting with suntrust mortgage since XX/XX/XXXX about a forclosure from XX/XX/XXXX. They continue to beat around the bush about removing the forclosures. I provided the emails from XXXX to XXXX from XX/XX/XXXX stating i was covered by SCRA the date of the email. i have currently been going back and forth with XXXX XXXX with her stating " HERA Act and SCRA '' SCRA from XX/XX/XXXX states a minimum of 9 months from XXXX XX/XX/XXXX giving me till atleast XX/XX/XXXX in coverage. I have the email that i provided them the orders. This SCRA should have covered me till XX/XX/XXXX and they stated they began forclosure process XX/XX/XXXX and i am not entitled to the {$3800.00} they unlawfully took from my payments for attorney fees. Along with this i provided them a statement from my bank showing a payment of {$910.00} that was never posted to my mortgage but they will not accept the statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43062
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-20
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On XX/XX/XXXX I received an overdraft fee of XXXX , from Sun Trust despite denying overdraft coverage on XX/XX/2016. By denying overdraft coverage I wanted my card to stop processing transactions and be denied at the retail institution. This did not happen. I went into the Sun Trust bank located on XXXX XXXX XXXX XXXX, XXXX XXXX, MD XXXX around XXXX and the Branch manager XXXX XXXX refused to reimburse me the overdraft fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2017-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: At XXXX, on the date of XXXX/XXXX/2016, My wife, made a deposit to our business account through an ATM at Suntrust Bank in XXXX XXXX Florida. ATM ID XXXX. After depositing the checks into the ATM and submitting the deposit, she was returned an error receipt stating that we should contact customer service. Important to note that the checks entered into the ATM were not returned and were held inside the ATM. At the moment I was informed that night, I made a call to the support center and was assured that the deposit would be in the account the following day. I went about making regular purchases for my business and was greeted by a horde of overdraft charges. The money never was deposited into the account. After calling many representatives, I was granted a temporary provisional credit of the money deposited and the fees were waved. After three months, my provisional credit was removed, unannounced, and the account fell back into a negative balance. Support claims ATM was audited and checks were not located. Also stated that the ATM adjusters were internal and I am not allowed to speak to them, if I have an issue with their judgement, to appeal. I am certain that this information is not true and correct. I doubt the institution even bothered to check. ATM has a camera and would have seen my wife making the deposit in her vehicle at that time. I am refusing to pay any fees or the value of missing funds to to Suntrust 's negligence and poor customer care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32701
Submitted Via: Web
Date Sent: 2017-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/2015 I made an automated payment to Suntrust Mortgage for my XX/XX/XXXX payment. The automated payment was made before XX/XX/XXXX over the phone where I had to enter my account information by touchtone phone. I noticed after a few days that the payment had not been withdrawn from my bank account so I called Suntrust to see if there was any issue. They said they had gotten my automated request for payment and there was NO issue, and that the payment should be withdrawn within just a few days. More days had gone by and it was becoming increasing close to the end of the month and still not withdrawn from my bank account. I called Suntrust again and had gotten the same response, we have noted on your account that you made an automated payment, just give it some time to hit your bank. On XX/XX/XXXX, there was still no withdraw for my XX/XX/XXXX payment so I called Suntrust again. A man told me that yes he sees the automated payment, however, the account number was not entered correctly so the payment was now late. I immediately gave him my information to make my XX/XX/XXXX and XX/XX/XXXX payment and it was withdrawn from my bank account. I asked if there was going to be a hit on my credit for a late payment and he said likely not. On XX/XX/XXXX, there was a late payment noted on my credit report for my XX/XX/XXXX payment with Suntrust mortgage. I called to speak with someone and they said they had no resolution other than apologizing for not informing me of the mishap in the 3 prior times that I had called to ask if there were any issues. I never have been late on my mortgage payment prior to this, or there after. I still have a 30 day late reporting to my credit report after MULTIPLE attempts to rectify the situation immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35613
Submitted Via: Web
Date Sent: 2017-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have a mortgage loan with SunTrust Mortgage which was recently put into forbearance after many difficulties with the lender losing my paperwork, delaying things, etc. But thanks to the CFPB, I was finally able to get my forbearance due to medical issues. But recently I rec 'd a letter from SunTrust stating that my loan was overdue and they have ordered an inspection that I WILL HAVE TO PAY. THIS IS OUTRAGEOUS! I WILL NOT PAY. My loan is in forbearance and this should not be happening. Please help. Loan number : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2017-01-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-15
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: This is my third attempt to submit this information. I get to the end and can not get past the " add attachment '' option! When setting up payees with my Suntrust bill pay I enter the company name and account number. If there is a match Suntrust automatically sets up the account. I have questioned the mailing address of some of these accounts and asked for a list of the mailing addresses by payee to which they have told me ; 1 ) Go to the payee account and look. ( I have obviouslly done this and the addresses are not listed. ) 2 ) They said they will not supply these addresses. They are sending " MY '' money somewhere and will not tell me where. They will tell me to whom, which I already know, but not where. I feel I have a right to this information and is the reason I 'm complaining about their business practices here. They have a very bad attitude and view their smaller customers as a necessary evil. Please help. I am listing the text of my email correspondence below since I can not attach. Here 's my initial request for information : XXXX -- Original Message -- Date : XX/XX/2017 XX/XX/XXXX To : XXXXXXXXXXXX Subject : Bill Pay Address Not Visible Acct - Checking-XXXX { Bill Payments } There are a number, actually the vast majority, of my on-line payees where I can not see the address where the payment is being sent. I need to verify these address for myself and need to see them. I do n't care who maintains these addresses, etc., I need to see them since you are sending my money to these address I have a right to know what they are from you and not the payees. Please let me know how I can get a list of these address from Suntrust Bank. I need these immediately. Here is their response : XXXX Topic : Bill Payments Subject : Re : Bill Pay Address Not Visible Acct - Checking-XXXX { Bill Payments } [ # XXXX ] From : Customer Support XX/XX/2017 Hi XXXX, Thank you for your email. I will be happy to assist you. I understand your issue. When you schedule a bill payment we will send the bill to the mailing address that you have provided when you added a biller. I request you to please review biller profile to confirm the mailing address of biller. I request you to please follow below steps to see mailing address of a biller. Select Move Money from the Landing Page then select Pay Bills. Select the applicable biller account and click anywhere in the biller row. Select Details. After you select details you will be able to view mailing address of a biller. However, please keep in mind that you will not be able to see the full payee account number ; for security the payee account number only displays the last XXXX digits. However, you can edit or view the account number by clicking on Change or Show. I am sorry to inform you I will not be able to provide you list of all your biller along with mailing address. It was a pleasure assisting you. Have a nice day! Regards, XXXX XXXX XXXX SunTrust Bank- Digital Client Services
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72761
Submitted Via: Web
Date Sent: 2017-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No