Date Received: 2017-01-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust breached confidentiality laws and handed XXXX pages of my personal records to my to ex-husband. I have an open case with Suntrust. I received a letter today from Suntrust basically saying since the accounts were linked he had access to my personal information even without his name being on all the accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2017-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was sold to Suntrust shortly after we obtained it XX/XX/XXXX. Their service has been unremarkable until recently, when I received a XXXX page machine generated letter stating that my house insurance had lapsed and threatening to buy a policy at a cost of more than XXXX times the actual cost of my insurance if we failed to update them. The letter claimed a lapse " notification date '' of XX/XX/XXXX. My home policy anniversary date is XX/XX/XXXX. I received an invoice from the insurance company on XX/XX/XXXX or thereabouts and I actually paid the premium online on XX/XX/XXXX ... which came out of my bank on XX/XX/XXXX. Just to be sure that it had posted, I talked to my agent on XX/XX/XXXX and she validated that it was in the system. The postmark on the letter SunTrust sent was XX/XX/XXXX. In Virginia they ca n't take any action until 60 days beyond lapse. Clearly they checked with my insurance company after the invoice date but before the anniversary date. Either it took them five days from the prodcution of the letter until it hit the mail ( incompetence ) or the letter was printed after the claimed notification date ( deceit ). They told me on the phone that they had checked with my insurance company before the letter went out. Either they checked before the actual due date and did n't check back on XX/XX/XXXX ( incompetence, deceit, or both ) and the sent the letter without thorough checking officially putting the burden on me to send proof of payment ( bad customer service ). And they have incurred unnecessary costs on ther off-chance that they will be able to charge way above market rates in the -- most likely -- few cases where there is a lapse that is not remedied within the statutory 60 days ( predatory business practice ). I am going to complain to the XXXX ... and the Consumer Financial Protection Bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2016-12-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-28
Issue: Fees
Subissue:
Consumer Complaint: I possess a Sun Trust Visa Prepaid Gift Card in the amount of {$120.00}. I have never activated or used this card. The Card does not expire until XXXX2019. I should have a balance of {$120.00} on the card as it has never been activated or used by myself. However, SunTrust Bank has taken {$100.00} in fees for from the card before I have even used it. There is now a {$25.00} balance on the card due to fees that were taken without my knowledge or authorization. I am very upset and perplexed and I feel that this is immoral, unethical and theft of services on behalf of SunTrust Visa. I never entered into or signed any legal contracts agreeing to the terms and conditions of this card. I was not aware that funds would be withdrawn from the card by the bank until I checked the Balance on the card. The Bank was paid in full by the purchaser of this card and now they are taking the funds back for absolutely no reason. The Bank received the amount of {$120.00} from the purchaser and they are taking the money that they have already been paid. I find this to be a travesty and illegal. So now the Bank is making {$240.00} from a card that is worth {$120.00}. How can they sell the card and then take the money back. The card does not expire until the year 2019. I have never activated nor used the card. So why have the fees been taken? This is a travesty and unethical for the Bank to take Fees on a Card that was Paid for. I should not be penalized for this. I have tried to speak with a Supervisor who claims there is nothing he can do for me so I am filling this complaint. It is with great hope that Justice will prevail in my favor and that the funds will be reimbursed to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11772
Submitted Via: Web
Date Sent: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-27
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I got the letter from the underwriters that they are rejecting my application for a mortgage refinance to 3.7 %. XXXX XXXX one of the VP 's solicited my wife and myself over a 18 months ago to refinance at a lower rate, now that interest rates are going up I feel this is just a flimsy excuse to get me to go somewhere else since you no longer want to carry paper at 3.7 %. XXXX XXXX like XXXX XXXX misled me on the qualifications for going with a VA loan, the qualifications are almost identical, in many cases even easier under VA government backed loan. This XXXX about a blue tarp on my roof and a XXXX that never hit XXXX Florida ( I live in XXXX Florida XXXX miles from hurricane XXXX center ) is just smoke used by your underwriters to deny me a loan, probably because of my age. Like I have told you more than 5 or 6 times, the tarp was put on my roof by a company for preventative purposes, no change or damage since I am going after my insurance company for raising my rates. I also feel my application was rejected because I filed a complaint with FTC because Suntrust has not been truthful with me about processing my loan and eligibility with VA loan which I earned with not only XXXX years of service, but XXXX long months in the XXXX while many of you were setting home on your XXXX safe and sound while we were doing the heavy lifting. Now remember Suntrust solicited me to refinance I did not solicit Suntrust, I have put in over a year and a half of time and effort in trying to secure a loan on a property that is only borrowing less than 40 % to equity and all other qualifying factors, debt to equity XXXX scores that average almost XXXX fall under guidelines for approval under any other company who offers mortgages. As a matter of fact I have lost the ability now to seek out a better rate because you are too cheap or too lazy to re-evaluate my roof, I provided the appraisal at my expense as you required, now I would like to have my money back, and money for inconveniencing me for more than a year and a half would only be fair. When I first came to you I asked you to lock me in at 3.5 % which was prevailing rate at the time in XXXX 2016, you failed to do that. I later agreed to except the 3.7 % to move things along. I had already been approved by XXXX XXXX at XXXX all the way back in XXXX 2016 and declined because I thought it might be better to stay with the mortgage company I had been with for over 20 years, 20 years I never missed a payment. You know what is even more all the bad loans and assets your XXXX based bank wrote, all the TARP money you borrowed at the tax payers expense, you just simply go back to the well and the XXXX with the customers like my wife and myself who have been customers for over 20 years get jerked around this is nothing short of perplexing, downright evil.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32779
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: AS OF TO DATE THE COMPLAINT LISTED IN THE PAST COMPLAINTS HAVE NEVER RESPECTED RIGHTS OF MY FAMILY AS GOOD CONSUMERS. OUR HOUSE LISTED AT XXXX XXXX XXXX, XXXX, GEORGIA IS WITHOUT THE PROTECTION UNDER LAW AS IT RELATE TO THE 14TH AMENDMENT OF THE CONST. ; GEORGIA LAW OR XXXX U.S.CIVIL RIGHTS LAW : CHAP. XXXX, XXXX ... .THE FRAUD MUST END WITH HUD AND OTHER GOVERMENT AID AND ABETTING THE FRAUD OF XXXX. ( XXXX ) AND XXXX. COVER-UP.PLEASE READ THE ATTACH COMPLIANT FILED XXXX AND {$250000.00} IN DAMAGES.
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: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My property was flooded on XXXX XXXX, 2016. An insurance claim was immediately filed. After waiting several weeks for the insurance company to process the claim, I signed a contract with a General Contractor to begin making the flood repairs. The contract requires me to pay in installments. I have already paid the contractor {$32000.00} out of my own pocket, requiring me to withdraw funds from my investment accounts. On XXXX XXXX, 2016, I finally received the insurance settlement check of {$57000.00} and immediately forwarded the check registered mail to Suntrust Mortgage. Confirmation was received that the check was received on XXXX XXXX. Additionally, all required supporting documentation i.e., proof of payment documents, proof of loss, XXXX, Waivers, etc., were uploaded onto the Suntrust website, well in advance of mailing the settlement check. I have spoken with Suntrust Insurance Department Representatives on a daily basis and was assured all necessary documents have been received and approved. On XXXX XXXX, I was told a check was being overnighted via XXXX XXXX, to be received today, XXXX XXXX. On XXXX XXXX, when calling to follow up on the check which did not arrive, I was told it is being held in the Processing Dept. The representatives indicated they were unable to contact anyone in the Processing Dept. No one was able to tell me if or when I will be reimbursed. I can only assume Suntrust is holding the entire amount in an escrow account? With the contracted repair work now approximately 75 % complete, the contractor is now due a third installment to finish the job. For the third time, I am forced to make a sizeable payment out of my own pocket. The home is valued at approximately {$370000.00}. The mortgage with Suntrust is only {$83000.00}. My financial interest in this property exceeds that of Suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 128XX
Submitted Via: Web
Date Sent: 2016-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-23
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: XXXX XXXX - Fraudulent transaction attempted with my credit card account at XXXX in XXXX, Georgia -- card was previously issued with security chip, and fraudulent transaction attempted with card not containing a chip - this attempted transaction was declined by the merchant - a second attempt was then made with a " card not present '' transaction at the same location - this transaction was reviewed by SunTrust Visa credit card fraud desk and approved by them without contacting me XXXX XXXX - I notice the charge on my account and call the credit card company to dispute the charge - on XXXX XXXX, I receive a credit for the amount after having filed a signed affidavit XXXX XXXX - SunTrust hard posts the amount to my credit card account with no explanation - I dispute the transaction again, and they close the dispute claiming that it is a duplicate of the previous dispute XXXX XXXX - I go to the SunTrust branch where the very professional and helpful banker calls the credit card service desk on my behalf to determine why the transaction was posted - after asking the same question at least 5 times and speaking to XXXX different people who barely speak XXXX, it is finally explained that XXXX " provided sufficient documentation that the transaction was valid '' - this documentation was not provided to me, nor did the bank communicate to me without my spending hours on the phone and at the bank branch trying to learn what was happening - the bank claimed that the purchase was " in my normal pattern of spending behavior '' ( ignoring the fact that the transaction in question was at a location where I have never been, was originally attempted with a card with no chip when the bank had issued a chip card to me, and was subsequently processed in a " card not present '' situation and processed by SunTrust fraud services )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30067
Submitted Via: Web
Date Sent: 2016-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-22
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: On XX/XX/XXXX, I applied for a mortgage refinance through Suntrust after being notified that I was pre-qualified to refinance at a lower interest rate. I am financially sound and went through the process of the loan application. Suntrust appraised my home and after the application signing I was told that a closing date would be set soon and that everything was processing efficiently. Around XX/XX/XXXX Suntrust began requesting additional utility bills and a home owner 's insurance declaration. On XX/XX/XXXX, Suntrust requested that the home owner 's insurance declaration be amended with my primary name instead of my father 's name. This was a very strange request because I am refinancing this home in my name instead of my father 's name. I sent the new homeowner 's insurance declaration page to Suntrust on the morning of XX/XX/XXXX as soon as I received the amended document from my insurance agent. On the afternoon of XX/XX/XXXX Suntrust sent me a denial letter because of time-lapse on the application process. The time-lapse of this application was due to Suntrust. I responded and had given every detail and document that they requested in a timely fashion. All responses between Suntrust and I are documented and dated for validity on the matter. Someone on the end of Suntrust simply " dropped-the-ball '' for weeks at a time during the process. This happened more than XXXX time from XX/XX/XXXX to the end of XX/XX/XXXX. Consequently, interest rates have risen and I can not get the lower interest rate through another company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24073
Submitted Via: Web
Date Sent: 2016-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-21
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: SunTrust has denied providing me with the underwriter 's approval and verification documents of our loan, among other documents of which I 've requested through XXXX previous CFPB complaints against them. We have now just received correspondence from them and their attorneys, XXXX of XXXX, GA, that our home has been placed with XXXX for foreclosure. This is their third attempt to exercise foreclosure based on a fraudulent loan obtained through predatory lending practices. Again, the loan type is a 10-year interest only ARM of which we entered in XXXX. This term was not clearly highlighted on the first page of the 82-page loan document, but was essentially masked several pages and paragraphs later ( which was finally pointed out to us in XXXX! ) In XXXX, we were not provided the document for review ( 3 ) business days prior to closing, as is now the law. This loan type and disclosure practices are now unlawful, yet they continue to harass us with their attempts to enforce the loan terms. They have refused full disclosure and transparency with regard to our loan, therefore, denying us the ability to effectively re-negotiate a fair loan agreement. At the very least, by refusing to disclose the underwriter 's verification and approval of the loan, SunTrust Mortgage is in violation of the Truth in Lending Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Multiple times now ( XXXX of which documented below ) I have been charged an overdraft item fee for an item that did not overdraw my account. After I contacted Suntrust Banks the first time I was told that I did not understand their policies and what had occurred. I was told that if the person helping me could simply show me what they saw that I would understand but since they couldnt they would refund me XXXX of the XXXX overdraft fees that had occurred ( the first of which was unwarranted and the subsequent ones were a byproduct of the {$36.00} fee I had been charged )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98405
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No