Date Received: 2017-01-14
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX XXXX, I tried to pay my XXXX Bill and the payment was declined. Before this occurred, I tried to used, my debit card several times and the transactions were declined. On XXXX XXXX, I went online to pay a medical bill. I received a message that the transaction was decline. I called Suntrust Customer Service on XXXX XXXX and was told that was debit card was flagged for suspicious use and blocked. I asked for what reason and they said for the XXXX Payment. I was transferred to the fraud department and told the same thing. I asked the Fraud Department if she would please search my account and tell me if she saw other payments to XXXX XXXX with the same card number and she said yes, there are several other payments. She proceeds maybe because it was the amount. I asked if she could look at the other multiple payments in past months and tell me if there are any the same amount and she said no they are not. She had no valid reason to tell me why my debit card had been blocked when I had an ample amount of money in my account. Then then goes on to say that a fraud investigator notated the account that he tried to call but could not find a phone number on your account. I told her that was not true because the previous day, XXXX XXXX, I received a called from a XXXX XXXX out of the XXXX VA office about another complaint that I had about being charged for XXXX Overdraft fees, {$36.00} each because on the exact same date, XXXX XXXX, I had XXXX ACH transactions that were presented and posted the same date, Suntrust posted and debited the largest XXXX first and then the XXXX smallest ones. This resulted in {$100.00} in fees to my account. I am on medical leave and do not have that kind of money to give to the bank. I tried to get a refund back for this from customer service, but I was denied. So XXXX XXXX had to get my number off of my account to call me. So the fraud represented eventually tells me that my number was on the account but maybe the fraud investigator did not have access to the main screen. This only made me angry, frustrated, and my XXXX. I am already suffering from XXXX from being in XXXX in the last 7 months and XXXX. Trying to use my debit card and being decline in a store and paying a bill online and it being decline was XXXX. I told the fraud representative that I am on a lot of XXXX. What if I went to get prescriptions refilled but could not because my card was blocked. XXXX was a recurring bill that I have used multiple times and there was no way my card should have been flagged or block for this transaction. In addition, on XXXX XXXX, there was no way that the same types of transactions be posted by the larger amount to benefit the bank and cause {$100.00} in Overdraft fees from the bank and they refused to credit me back. I had some the prior week also due to issues with bill pay. They credited me back for XXXX of them, but all together, SunTrust in over the last few weeks, I have been charged with maybe over {$400.00} in fees if not even more. I have had a very hard time keeping up with my finances being that I am unstable right now because of experiencing XXXX and I am on XXXX different XXXX with a lot of side effects and did n't keep up with my balance closely but some of the fees should be given back, really I think all of them should be for what they just put me through..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2017-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I live in California and my mortgage company is located on the XXXX XXXX. I regularly make my mortgage payment on the XXXX, the last day before a late fee is charged. The remittance coupon clearly states that " If payment is received after XXXX, a $ XXXX late fee will be charged. '' The coupon does not state that the payment needs to be made according to XXXX. I called my payment in prior to mid-night XXXX on the XXXX and was charged a late fee. If the payment is reflected as the XXXX on my statement the next month, should I be charged a late fee?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93458
Submitted Via: Web
Date Sent: 2017-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX sent a Notice of Servicing Transfer, effective XXXX XXXX, XXXX my loan would be serviced by SunTrust Mortgage , Inc . XXXX/XXXX/XXXX I called SunTrust and was told they had no information on me, my SSN or address. I was advised that I would receive a letter in the next few days from SunTrust. XXXX/XXXX/XXXX I called SunTrust and spoke with XXXX a Customer Service Rep. She was able to provide me with my new loan number and advised me that for a period of 60 days from XXXX/XXXX/XXXX no payment was due and the no late fees would accrue. Still no written documentation from SunTrust. I want SunTrust to provide the proper documentation as required by Federal Regulations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75025
Submitted Via: Web
Date Sent: 2017-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-12
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: Describe what happened so we can understand the issue ... I applied for an auto loan on XX/XX/XXXX with SunTrust 's lending arm, XXXX. On XX/XX/XXXX I called XXXX after receiving a notice to contact. I provided all the information asked. I then received a notice to provide a copy of my work paystub and proof of liquid assets by the XX/XX/XXXX deadline. I uploaded a copy of my most recent paystub and a screenshot of my liquid assets which showed all of my accounts and proof of name/address on XX/XX/XXXX. I received notice on XX/XX/XXXX that XXXX would not accept the screen shot and they no longer wanted proof of only liquid assets, but liquid assets and work deposit that occurred within the last 30 days. XXXX also now wanted a copy of my XXXX from XX/XX/XXXX instead of a paystub. XXXX did not update the deadline date, instead the deadline was still listed as XX/XX/XXXX I do not receive my official bank statement until XX/XX/XXXX, and I 'm paid monthly, and I do not always choose to receive funds verse reinvesting into the company, so I was waiting until that date to provide an official statement as they, as I had not been given a deadline as to when these new documents must be received by. I 'm sympathetic to the fact that XXXX must take all necessary steps to protect itself during the loan process, however, when XXXX updated what new information they needed, they should be required to have an updated deadline for when that information is required, listing XX/XX/XXXX for when information is required on XXXX XXXX, is deceptive to the customer. On XX/XX/XXXX, I received a notice that my application for a loan had been rejected because I had not submitted the information requested by the due date ( again no deadline was given for when this information must be received ). I tried to contact XXXX via SunTrust Bank ( XXXX is a subsidiary of Suntrust ) for a resolution on XX/XX/XXXX. On XX/XX/XXXX I received a phone call from XXXX XXXX in their XXXX XXXX Department who said she would look into it. On XX/XX/XXXX, I spoke with XXXX who said her XXXX had sent a letter on XX/XX/XXXX, saying too much time had gone by from the first application and that I should reapply, meaning an additional Hard Credit pull on my account. XXXX 's process is deceptive to the consumer, not listing updated deadlines. XXXX advertises on their website " Your best loan experience guaranteed or {$100.00} is yours! " However, you 'll find out upon digging deeper, they only give you the {$100.00} if you 're approved, I would say this was by far the worst loan experience I 've ever had. Ultimately, XXXX asked for additional information without providing a timeline for when that information was due, which is a deceptive business practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2017-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 'm Writing to you again because I wrote to you about two months ago about SunTrust mortgage I complained about them not refinancing my XXXX mortgages I wanted them to combine my XXXX mortgages and lower my interest and they have not gotten back to me I have been with SunTrust for the past nine years and they have not yet tried to help me out on combine my XXXX mortgages or lowering my interest The lowest possible since I have XXXX mortgages they had told me after XXXX years of being with them I was going to be able to combine both of them together but till this day they have not.They refinanced my XXXX mortgages about a year and a half ago with not the best low interests one is over four and the other four percent interest if you combine them both together it 's over all almost nine percent in interest they told me I was going to be able to refinance after a year so I can lower interest and the last time I talk to them now they said I am not able to do you see they say one thing today and yet another thing the next I am so frustrated and depressed they say my house is not worth what I owe for the same reason I owe too much it 's because my interest is so skyhigh and I ca n't afford to make a bigger payment I can barely pay the minimum so with me just paying the minimum and with the sky high interest they are charging me I still owe the same amount as if when I first financed it they say they can not combine both of the mortgages together I do n't understand why if both mortgages that I 'm paying are going to the same company so there has to be something fishy going on which is them making more money off of me with me paying XXXX sky high interests and they do n't care we 're or how I struggle to get my mortgage money as log as they get their Payment 's there are times that I feel like not making the payments but then I do n't want them to take my home away from me and my family especially after all the money I have invested in for the pass nine years I have paid more then one hundred thousand dollars on it and yet I 'm not even half way on paying it if I 'm going to leave this earth and never had a chance to finish paying it off and they are going to end up with my home and my money and yet they get away with it this needs to stop in not letting them do what ever they want with people like me and my family
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53215
Submitted Via: Web
Date Sent: 2017-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-07
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: Hello, XXXX ( XXXX is a bill collector ) of Suntrust Inc., sent me a letter claiming my wife and I were no longer protected by the SCRA and that I needed to complete their online IBR update. I did go online and complete their IBR update. Furthermore my wife, XXXX was an XXXX in the XXXX until XX/XX/2016. Since XX/XX/2016, she is NOW an XXXX and will be for the next 6 years. Thirty days after XX/XX/2016 ( on XX/XX/2016 ), I was hired as a XXXX, XXXX : XXXX XXXX XXXX XXXX XXXXXXXX XXXX. I 'm still employed working for the XXXX XXXX XXXX XXXX XXXX employee. Does n't the SCRA provide time for military families to transition from XXXX to XXXX?? I did receive a letter from your XXXX claiming an anonymous source notified them that I was no longer protected by the SCRA. We were lead to believe by our Judge XXXX XXXX XXXX XXXX XXXX office that we are still protected by the SCRA as long as we work for the military. Is this incorrect?? We wrote XXXX XXXX XXXX XXXX of XXXX who we communicated with in the past, but we have received no response from XXXX regarding this matter or any of our questions. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92108
Submitted Via: Web
Date Sent: 2017-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-07
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: the bank took without our or my wife 's authorization her paycheck and deposited it into the wrong account ending in XXXX when with her work we changed the direct deposit weeks ago and then the back took their own initiative to deposit into that account XXXX ( which by the way should have been closed on XXXX XXXX, 2016 per my request with a phone agent @ Suntrust Bank ). The bank should have deposited her entire check into the account ending in XXXX per my wife 's request through her work and by contacting the bank. Furthermore there are charges which the bank should have honored in the account ending in XXXX before close of {$300.00} for att and {$1600.00} and change for XXXX XXXX and for XXXX of {$370.00} and for XXXX for {$68.00} none of these charges were honored per the bank and I was n't given any indication of why which is all of these are violations of Regulation Z, Regulation E, and TILA- Truth in Lending Act and the bank needs to do the right thing and abide by the law. All of these denied transactions were charged bank NSF fees of {$36.00} even though the bank did n't pay the charges, and i find this aggregous and unlawful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2017-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-06
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust violates Section XXXX of the Federal Trade Commission Act XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) ) by engaging in unfair billing practices related to incoming wire transfers. SunTrust disclosures do not fully inform customers of the {$15.00} incoming wire transfer fee and marketing materials furnished to the consumer on account opening do not disclose the service fee. On XXXX XXXX, 2016, SunTrust charged my checking account a {$15.00} service fee for a domestic, incoming wire transfer ( Fedwire ). The size of this service fee is excessive, causes substantial injury to consumers, is not outweighed by the benefit to consumers, and the consumer can not reasonably avoid the injury. The consumer can not avoid injury because they are not made aware of the service fee ahead of time and SunTrust exercises complete discretion is setting the charge. Please see the bank 's email message to me ( attached ). SunTrust writes, " All service charges depend on banks [ sic ] discretion. '' Allowing SunTrust to impose charges based its " discretion '' is arbitrary and capricious and unfair to consumers - particularly when that discretion is not clearly communicated to consumers in marketing materials and annual disclosure statements. Additionally, such discretion increases the risk of disparate impact and illegal discrimination. Please investigate SunTrust for violations of Section XXXX of the FTC Act as it relates to " discretionary '' service fees charged to checking accounts.
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: 2017-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-05
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I was introduced to this young man by an acquaintance, this young man told me he had a business venture that he wanted me to be apart of. I was very skeptical and I ignored him for a long time. He kept on constantly pursuing me. One day he said to me he will prove to me that the business venture is legitamate by giving me a check to deposit into my account which he told me was from all the other people that were going to participate with us as business partners. He gave me the check stating that this was from everyone in the business venture and that once the business took off we would then disperse the money equally.Two days later i realized that my check card and personal banking information was missing from my wallet. I then called him and asked him if he had come across it, he stated yes. I was very upset to hear this and i was unaware as to how he obtain my information. I believe it was while in my car discussing the business venture with him that he stole it from my wallet when I stepped out of my car. I immediately checked my account to see if my check card was used. I realized that he made several withdrawals from an ATM within a two day period. The total amount withdrawn from this scam was approximately {$7000.00} dollars. I contacted the bank to explain what had happened and filed a complaint to get reimbursed but was denied. I strongly believe that the bank did not follow their policies and procedures that I know and have experienced since being a membmer of Suntrust. These are the examples of why : First of all the ATM that was used was in an area about an hour and 15 min in another town from where i live and it would be unsual for me to withdraw money there two days in a row. Suntrust usually put a stop on your card when you withdraw out of your normal area and especially two days in a row. Secondly, he withdrew XXXX dollars two times in those two days and also withdrew a total of XXXX dollars in one day. Where as the withdrawal limit from the ATM per day is XXXX dollars. This is another big red flag that suntrust did not catch because i was not even aware you could withdraw XXXX dollars from the ATM farless XXXX dollars in one day. This leads me to believe that this person may have had someone working in the bank to be able to get away with withdrawing 2000 dollars in a day for two consecutive days with no questions asked by the bank.When i was told that by the bank, I asked how was that even possible.They said you can withdraw XXXX dollars once in a while if you have a good explanation as to why you would need an increase to withdraw such a large amount from the ATM. That was a third red flag missed by the bank, where the failed to inform me of these transactionsor to make sure that I was the one who was really making those large transactions from the ATM two days in a row. Fourth, there were multiple other withdrawls within the same two day period, which also the bank failed to verify it was me. Fifth, my account was overdrawn by an excess of over XXXX dollars which the bank should also have caught but did not. An example of why i feel that it was a failure on the part of the bank is if I had written a check or tried to pay a bill online and there were insufficient funds and i was unaware of the insuficient funds to pay that merchant then I could see the account being overdrawn. But it was withdrawals from the ATM that I should have known how much money i had in the account to withdraw from. I never receieved a call or the postcard the bank normally sends stating that your account is overdrawn. These are the reasons why i believe it is only fair that suntrust should reimburse me my money becaue the failed to take action on many occassions. I will do whatever is neccessary including getting an attorney to get suntrust to reimburse my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34761
Submitted Via: Web
Date Sent: 2017-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-03
Issue: Billing disputes
Subissue:
Consumer Complaint: Paid my Suntrust credit card in full and on time. Suntrust says is was late and fined {$20.00}. Contacted Suntrust to disagree and spoke to several supervisors about issue. Fee became larger and larger to {$180.00}. Then had this reported against my credit, which no supervisor ever mentioned. Have now paid {$180.00} ( which was reduced to {$110.00} with credits from collection agency ) in full but still have credit issue. Credit score was 845 before Suntrust debacle over {$20.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 274XX
Submitted Via: Web
Date Sent: 2017-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No