Date Received: 2016-12-02
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I have applied for a HAMP loan modification that I clearly qualify for based on this criteria. 1. Primary Residence, 2. I currently have an interest rate over 2 %, 3. DTI over % XXXX, 4. Underwater on Mortgage, 5. Hardship due to medical issues from an auto accident. Suntrust is dragging the process out by telling us we need something different every week or so and they are not returning messages even though they say they will within 24 hours. So now we are not paying our mortgage and they are forcing us into foreclosure which they will try to use against us later.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30143
Submitted Via: Web
Date Sent: 2016-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-01
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Auto loan with Suntrust Bank. Original Loan amount was reduced because I cancelled a car service package, but the bank never sent information about how the payments will be modified. Paid on time every month for 50 months, more than the originally settled monthly payment. However, the bank never sent me a statement or account balance info. Automatic payments stopped by mistake after XXXX. Bank never contacted me, but reported late payments to credit bureau. Learned about that about 2 months later by checking credit report. Called bank to verify what 's going on and get the account balance. Bank claims they tried to contact me, but they do not have updated address ( strange because I requested address change to US postal service and I also keep on receiving checking account and loan offers from this bank ( I have copies of them ). They claim they tried to call me but they had a wrong phone number in file ( strange because it has not been changed and all info/negotiation was mediated by the car dealer and they have it all fine ). Bank claims they do not send emails for security reasons ( LOL ). I already paid full debt, but the bank claims late payments shall remain reflected in my credit report because it was my fault/neglect to contact them and keep track of what I owed ( 2months ). How can I know what I owe if the bank never send statements and refuses to do so? It is extremely difficult for a layout person to figure out an amortization table/balance after applying all those changes to the account. I had a pristine credit history before this issue ( above XXXX ), all debts paid full or before time, even during the incident with this bank. I am also currently leasing another car. Clearly the issue was because of lack of communication, not because of financial problems or neglect. I already finished paying whole balance, -6 months before due time. If all they wanted was charging late fees and other stuff they can keep it. It is unfair, but I do not mind. I just want them to remove the negative & false information they posted on my credit because it has nothing to do with my personality or my financial responsibility. They are the ones who hide account balances, I am not the one who play dirty games.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2016-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-01
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My bank charged me an overdraft fee and a extended overdraft fee. My account was overdrawn for 5 days and I received a XXXX $ fee. This is not my first time having trouble with suntrust bank. My check is only XXXX and they are taking XXXX for 5 days. This extended overdraft fee is anew policy that I am unaware of. this bank is a rip off and will take money any chance it gets. please help me get my money back! Suntrust
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: 2016-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Over 10 years ago my wife and I obtained a mortgage for our first house. Sun Trust administers our mortgage. We have a first and second mortgage. The first mortgage is 7.75 % and the second mortgage is 9 %. We have repeatedly over the years attempted to refinance this mortgage, but Sun Trust has stonewalled and frustrated the process at every turn. Even when we go to our local Sun Trust branch the teller and local reps always ask have we considered refinance. Our response is yes we have. The response is yes only to later hear that some policy at corporate prevents the refined. In 10 plus years we have never been late with a payment. We are seeking assistance in getting Sun Trust to work with its customers in getting a more reasonable and fair interest rate. My wife and I welcome your assistance. Sincerely XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2016-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have an outstanding issue which suntrust has already admitted that they have made a mistake and broken the law. They followed up w me needing more information which I faxed to them on XX/XX/2016. I did not hear from them for a month. When I finally called them they said the issue had been closed. I asked them if they had received my fax, why they would close the issue without calling or notifying me by mail. They said that they would get to the person handling the issue and get back to me in XXXX hours. I have now called them 3 times in a month and have received that same response. Nobody has followed up. The case number is XXXX. The contact at suntrust is XXXX. Her XXXX is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-29
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My employer issued my wages on a business check with funds held at Suntrust Bank. I presented the check ( instrument of commerce ) to the Teller at Suntrust Bank. They stated that " internal policy '' was that NONE of the THREE ( 3 ) separate forms of Government Issued I.D . 's were " acceptable '' to them to exchange the check for cash ( FRN 's ) Their POLICY violates LAW under the Uniform Commercial Codes - as well as Rules that the Federal Reserve standards for banking. Furthermore - they wanted to charge ME a " fee '' for being a NON DEPOSITOR of their institution. Their branch manager REFUSED to provide me a copy of their Policy, cite any Legal Authority, provide the name of their legal counsel, and stated that I could call their XXXX # to file a complaint with Suntrust. Suntrust is n't operating their Federal Reserve branch offices UNDER THE LAW - or Under Federal Reserve 's Rules - WHO INVESTIGATES CONSUMER 'S COMPLAINTS? I am a SS # AccountHolder Attached to a LEGALNAME - Registered to Operate In Commerce - but - acting as the Agent of my employer in Presentment of the Bill of Exchange - NONE of MY LAST XXXX complaints I 've filed with this " CFPB '' have resulted in any remedy at law - therefore why SHOULD N'T we just shut this " government agency '' DOWN?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-11-29
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-23
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX/XXXX/2016, I called to informed Sun Trust that I was resending my permission for them to do and automatic debit for a car payment I have with Sun trust. At no time was a advised they could not stop the payment what I was advised of is that the payment will not be deducted. Thereby the purchases that were made where made in good faith based on the information that was provided by your customer service rep, that the car payment WOULD NOT BE DEDUCTED On XXXX/XXXX/2016, I a beginning day balance of - {$330.00}. Items were presented to my account as follows : Overdraft fee of {$36.00} was refunded and your account available balance increased to - {$300.00} {$25.00} to XXXX was paid {$36.00} fee and your account available balance fell to - {$360.00} {$5.00} to XXXX was paid {$36.00} fee and your account available balance fell to - {$400.00} {$17.00} to XXXX XXXX was paid {$36.00} fee and your account available balance fell to - {$450.00} {$0.00} to XXXX was paid and your account available balance fell to - {$460.00} {$4.00} to XXXX was paid and your account available balance fell to - {$460.00} I contacted the back to see what had happened I was informed they had processed the payment any way and thus all of these items had been assessed a fee. The bank did not have consent to enter the acct and make that deduction, this fact is further affirmed by your customer service rep during the call that took place on XXXX/XXXX/2016. They now are refusing to refund my money and in essence are attempting to extort funds from be based on your banks " stealing ", my monies by entering my account without consent. This is fraudulent and reprehensible, and at the core of all things illegal. I am unclear on how I can be told a payment will not come out, remove the permission for the bank to enter my account and because I made purchases based on the word of your rep, that the funds where not going to be deducted be assessed additional fees, {$120.00} from me and think this is good business practice. I want my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is the second complaint against SunTrust Mortgage. In our first complaint, servicer in a unilateral decision changed terms of our mutual loan modification reached in XX/XX/2015, increasing my rate and switching the same from fix to an adjustable. This original complaint was resolved, but now Suntrust Mortgage is wrongfully calculated the monthly dollar amount on my interest payment for the next 20 years remaining on my mortgage. As result of this servicer mistake, I ending paying {$7.00} for the next 20 years remaining on my mortgage loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Mortgage company will not release escrow payment for repairs on my home. Check was made out to me and the bank, and the bank is refusing to release the funds for no good reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-21
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: This is complaint against Sun Trust Bank. XXXX accounts were fraudulently drained of {$200000.00}. between XXXX XXXX and XXXX XXXX. Some of the money has been returned to the account in the form of provisional credit {$26000.00}. The remainder has not been returned. It has been four months and Sun Trust will not return calls from fraud investigator. Case # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2016-11-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No