Date Received: 2016-10-28
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I was in contact with this bank a number of times and sent email messages via online cash manager about fees applied from the bank on this account. My last interaction was with XXXX and XXXX via chat at XX/XX/XXXX about the status of the fees and the account closing. I was told that fees would be applied and that I had until XX/XX/XXXX or 60 days from the account being overdrawn ( this excludes weekends ) to pay my account or wait until the fees were applied. On XX/XX/XXXX I log onto my account and to my shock they closed this account on XX/XX/XXXX. I called their worthless team of reps and even spoke with something that claim they were a supervisor and he stated that you now can close the account when ever. This was great information AFTER THE FACT of being told different. I am very livid with this bank and will file with the attorney general office for damages because can not change any account info due to contracts and sponsorships. I was also told that the mainantance fee would be waived and also one more fee. I am now being told that this is not the case and the account may be closed at any time. What is the point of having a customer service team!? To misinform you and now my account is closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33069
Submitted Via: Web
Date Sent: 2016-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-28
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I been a account holder with SunTrust Bank for many of years. I currently have a checking & savings account with the Institution. Approximately 2 weeks ago I notice a fraudulent deduction from my checking at that time I continue to review my past account history and noticed I had several unauthorized deductions from my checking account XXXX from the same company and XXXX from another company. I filled a claim with SunTrust Bank in XXXX Md Branch on Monday, XXXX XXXX, 2016. Friday around XXXX I called to check the status of the investigation the the representative of SunTrust stated that they seen me a email concerning the investigation. I checked my emails and notice they was no mail from SunTrust. Once again I did not authorize these deductions from my account. And I never heard of these companies before
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20602
Submitted Via: Web
Date Sent: 2016-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-27
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: XX/XX/2006- noticed that banking account with SunTrust had been depleted by unauthorized transactions. Contacted bank of fraudelent charges and submitted police report the same day. SunTrust opened a fraudulent joint account ( over the phone ) with someone pretending to be me and then allowed all the money in the account to be moved out of my account in a three day time period. Have been fighting to receive our funds now for 11 days without much success. The lead investigator XXXX XXXX has not given affadavits in a timely manner and does not reply to e-mails, or phone calls in a timely fashion. We have only received XXXX affadavits regarding the case and are still missing XXXX. At this time XX/XX/XXXX ( day 11 ) no money has been replaced in the account. Recieved one case # affadavit at the end of business day Friday XX/XX/XXXX, notarized and scanned on XX/XX/XXXX and also sent certified mail on XX/XX/XXXX. Still have not had recieved any stolen money replaced into account. We hired a lawyer to help navigate and the company refuses to provide our lawyer with requested information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2016-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-26
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XX/XX/2016, I realized that my ATM card was used without my authorization. I contacted SunTrust Bank to report the problem. I received immediate credit, there after a week later the credit was reversed out of my account, where the SunTrust Representative stated that the charges were in fact valid. I sent rebuttal statement to continue to have the matter resolved with no success. I filed a police report to hold the responsible party who used my card without authorization accountable. The lead investigator for SunTrust Bank is stating that I was the primary user and that the claim has been denied and closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2016-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-22
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Bank charged me overdraft fees despite the fact that the account was not overdrawn.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2016-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-22
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I made a purchase with my debit card and the retailer processed it but claimed it never collected, so I was instructed to cancel my order and re-order. I did so and my money was not refunded. I disputed the transaction with SunTrust and provided all the documentation from the retailer showing the transaction, the cancellation, and the details of the amount ( {$720.00} ). This dispute was placed on XX/XX/XXXX and every time I inquire about the status, I get a canned response that they are " still looking into it. '' It 's been almost 3 months, I 'm a single working mother and need that money back. Suntrust has refused to provide any details about their " Investigation ''. XXXX XXXX, the retailer, has offered to do a conference call with Suntrust, but I was told that is " not procedure ''. Not only should the " investigation '' have been completely black and white, I should be provided with specific and factual updates as to their " investigation. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2016-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened a SunTrust checking on a promotion. {$250.00} Half if you deposit {$100.00} within 14 days of opening and the other half when you maintain deposits. I will include correspondence, but what it boils down to is I was deemed ineligible. I began to investigate and saw a discrepency on their promotion details. SunTrust clearly in print says 14 days. I have always understood banks and businesses to use " business days. '' Well I would have qualified for the promotion had it been " 14 business '' days. SunTrust said " we meant calendar days. '' Which is represented no where in their promotional document in plain public viewing eye. I kept following up and asking for clarification and I kept getting the same ineligible computer generated CSR response. I finally spoke to one CSR and I was " put on hold '' while they read the XXXX paragraphs of the promotion detail and then " click. '' I called back and spoke to one of the execs XXXX XXXX or XXXX and I could n't connect with her, she just left a generic response for me of my ineligibility. I spoke to another exec that agreed to present my pointing out of SunTrusts vague and imbiguous promotion terminology, still SunTrust says I am ineligible. I went to XXXX page and voiced my opinion. Still to this second, SunTrust is unwilling to admit that they have misleading advertising terminology and that it is open to interpretation and not specific. I am asking that they show me banking policies where " days '' are used in the banking world for transactions as opposed to " business days. '' Then a representative responded to my XXXX post and said " all transactions mean days unless otherwise specified. '' Again they proved my point. Their " disclaimer '' does not appear on the actual terms of the promotion. I interpret banks as using " business '' days, not " calendar days '' when I do transactions with them. I feel they should honor the promotion and deposit the funds into my account. They are in error. Their advertising department is responsible for the open-ended, vague communication of their promotional terms. Why should I be penalized for that? In all, I have proof that my funds left my XXXX in time to qualify also, but for whatever reason, SunTrust kept saying it was n't there until it was too late. Also let 's not forget that Monday, XX/XX/2016 was XXXX and all banking institutions were closed. So my money being delayed was not my fault, it was due to banking day holiday. I want them to admit their advertising is ambiguous and prove to me that banks use loose terminology when making contracts and doing business. I just want to see it in writing. I would also be satisfied with a code of laws to search to see where banks use days as opposed to business days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29445
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-20
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Four or five months ago I gave my wife {$10000.00} so she would have money in her own name. I searched for the best bank offer and found an offer from Suntrust bank in XXXX, FL. My wife and I went there and set up the account. We told the bank officer that we were there only because of the offer of a {$250.00} bonus for large amounts that were left on deposit for at least three months. The account was set up in my and my wife 's names. The bonus was never posted to the account. Last week we went to the bank and talked to a different bank officer. He said the original bank officer was no longer with the bank. He checked the account and said that we were denied the bonus because we had not set up direct deposit to the account. I informed him that we had n't signed up for a direct deposit offer, that since my wife has no regular income that would n't make sense. In fact the original bank officer looked through the offers and rejected that one because of the direct deposit requirement, the offer she signed us up for had no such requirement. The bank officer we were dealing with on the later visit asked for proof of the offer that we were stating we had been given. We had not kept proof, we assumed that the original bank officer was capable of giving us an offer that we qualified for and that the bank was capable of tracking their bonus offers. Those assumptions proved to be false. After much delay we were told that the bank would not honor the offer. We promptly withdrew the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32607
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust bank not only charges you overdraft fees but after 5 days they charge additional overdraft fee. I have never heard of this nor has any other bank I have deal with does this. I think this is total unfair
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29301
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My husband and I attempted to get a home loan with Suntrust. Here is a run down of the experience we have had them and our Loan Officer, XXXX XXXX, during our path towards ( what we thought would be ) closing on our first home : -Has all of our financial paperwork-knows our salaries. Pre-approves us for up to XXXX. -We find a home for XXXX-well below our pre-approved amount. Has us sign a contract with a loan we did not qualify for because our incomes were too high. -Mishandles our paperwork ( I have email receipts of every item of paperwork I sent to him ) -about half of this was not given to the underwriter. -Miscalculates the debt ratio-tells me my student loan rate is the current number NOT the 1 % it actually is when calculating debt-to-income. -Ignores my emails and calls for 11 days ( XXXX ) We were forced to reach out to another Loan Officer. -Poorly communicates with the Underwriter-forcing her to have to reach out to me for the items I previously sent. -Misreports the Seller Subsidy-leaving {$1000.00} off of our contract ( have email proof of him confirming the amount then recording differently ) -Promises us a XXXX/XXXX/16 close AFTER the underwriter told him we would not close until XXXX-never told us this but acted surprised when the closing was delayed. -My agent paid to have a shed removed ( {$990.00} ) on the property due to the FHA guidelines. Both the underwriter and XXXX XXXX instructed us to do so. If a proper review had been done prior to this, he would have told us the property was NOT eligible for an FHA loan. -Ignored FHA Guidelines for the Well on the property ( was sent XXXX addressed until last week-2 weeks AFTER the original closing date ). Only calling me XXXX/XXXX/2016 before a twice delayed XXXX closing to tell me because there are XXXX people on the well the loan could n't be financed. -Offers to review financing options so we could possibly change to conventional ( we had to be out of our condo on XXXX since he told us we would n't have any issues ). Sends us back an option with a {$480.00} PMI. This is outrageously high-we discussed the loan with another Mortgage company and it was under {$330.00}. -Promises to refund the amount I paid for appraisal on the call ( XXXX ). -I email all parties on XXXX and called XXXX 4 times. XXXX has not responded to me to date. I have not received the reimbursement he promised. -I get in contact with XXXX XXXX supervisor, XXXX XXXX XXXX who takes no responsibility and only offers to refund the Appraisal fee. I explain to him in great depth via email and on the call that the loan should have never even reached the inspection. An FHA loan on a home with a Well should be reviewed for eligibility immediately. I have requested that the financial impacts of this process be refunded to me and my realtor. This includes : Appraisal ( {$520.00} ), Inspection ( {$340.00} ), and Shed Removal ( {$990.00} ). Each of these items would NOT have been paid for if the Loan Officer had done his job and reviewed the property for eligibility of the loan he moved us to. I may be new to the home buying process, but I do know from my professional life that a customer should never be treated like this. If I were to do these types of things to my clients, I would have been fired-no questions asked. What my husband and I have been put through by Suntrust has been unbelievable, and I would venture to say we were intentionally excluded from getting this home. I have had other agents, real estate attorneys, and Loan Officer react to our situation in disbelief. The way we have been treated was appalling and I hope this information will help another potential Suntrust customer avoid a situation like this. Find another bank. These people are either incredibly overworked or have no idea what they are doing-it will cost you your money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No