Date Received: 2016-10-21
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Suntrust sent me a letter dated XXXX/XXXX/2016 that it would request that invalid inquiries in XXXX 2016 be removed by XXXX. I contacted XXXX and the rep says there is no record of any request from Suntrust. Suntrust checked my credit 3 times in XXXX and XXXX time in XXXX for my mortgage application of XXXX 2016.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-19
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Applied to Suntrust Mortgage on XXXX/XXXX/16 to refinance our Suntrust Equity & existing Mortgage w/Seterus XXXX. The existing Equity expiring XXXX/XXXX/16 with a higher interest rate Plus a Revolving Line of Credit Fee. A check for {$500.00} was written for an appraisal, We received our contract via XXXX everything was moving along fine, Suddenly XXXX XXXX was not returning phone calls, We received a letter from XXXX XXXX Banks requesting a third copy of our personal information and was later told XXXX XXXX was no longer with Suntrustt and could not find all the files previously sent. At this point we decided to refinance with XXXX XXXX and was told the appraisal was no longer valid and another appraisal was required. . Thank You,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2016-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-19
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: In 2015 a fraudulent check was deposited in my Suntrust account, I notified ny local branch manager it was reported to the fraud department. I also filed a police report on Identity theft previously. My Account was overdrawn because of this check. Suntrust prematurely closed the account. Leaving me with a balance I assume. This was reported to collections but I was made aware. Now i have a problem with being in chexsystem with both Regions And Suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-18
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: Approximately 30 days ago i received a mailed postcard from Suntrust Bank stating my address had been changed to a " new address ''. This " new '' address was my residence approximately one year ago. I called Suntrust and spoke to their Manager XXXX who denied there was a change of address. I asked it be corrected and this was done with a new post card about a week ago. I was chagrined to receive yet another post card notifying me that my address has once again been changed back to the prior residence today. Again spoke to Customer Service and they are investigating, saying it has to do with a US Postal feed they get. However, I am very concerned either : something in my account has been compromised or there is a systemic issue at Suntrust with this issue. Either way, I have not submitted a change of address in any manner or form to them and yet they keep changing this information on their system. Am I compromised? Is there a bigger issue here. As a consumer I am concerned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92869
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-18
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Improper Procedures Regarding SunTrust Access 3 Home Equity Line of Credit : As an existing SunTrust customer with a SunTrust first mortgage, I received several online solicitations and was actively solicited in the branch for a home equity line of credit ( which SunTrust calls Access 3 Equity Line of Credit ) during XXXX and XXXX XXXX. The numerous online customer cross-sell solicitations promoted a low introductory rate of 2.99 % with no closing costs or fees. As a result of the heavy cross-sell promotions, I was persuaded to apply for the Access 3 Home Equity Line of Credit on XXXX XXXX, XXXX. Due to my stable employment and income as a SunTrust employee, my application was approved and a full appraisal was ordered. The full appraisal ordered by SunTrust Bank was completed on XXXX XXXX, XXXX and valued the home at {$820000.00}, significantly higher than any previous appraisals. At the time of the application, I had a SunTrust first mortgage with a balance of {$450000.00}. I also had a XXXX XXXX XXXX XXXX XXXX line with a credit limit of {$100000.00} and balance of {$81000.00}. SunTrust approved the new Access 3 Home Equity Line of Credit with a {$200000.00} credit line and committed that SunTrust would pay off and close the home equity line with XXXX XXXX XXXX. The new SunTrust line of credit combined with the SunTrust first mortgage created a loan to value ratio of 80 % assuming the XXXX XXXX XXXX line of credit was paid off and closed. The SunTrust Access 3 Home Equity Line of Credit was opened at a local SunTrust branch on XXXX XXXX, XXXX. I signed SunTrust closing documents stating that the XXXX XXXX XXXX Home Equity Line of Credit balance of {$81000.00} would be paid by SunTrust and closed on my behalf resulting in the removal of the property lien associated with this loan. I also signed the payoff letter that SunTrust committed to use to payoff and close that the XXXX XXXX XXXX credit line. I monitored both home equity credit lines over the following two months and saw that the XXXX XXXX XXXX credit line was neither paid off nor closed. I called the SunTrust branch office that opened the loan and informed them of the lack of payoff and closure. I was told to continue to wait and keep monitoring. After several weeks passed, I notified the branch office twice via phone message that the XXXX XXXX XXXX account was still active with a balance but never received a response. SunTrust 's obligation to payoff and close the XXXX XXXX XXXX Home Equity Line of Credit and remove the lien on my property was clearly described in the SunTrust closing documents including the " Disbursement Request and Authorization Form '' and " Payoff Authorization Letter ''. SunTrust failure to fulfill this obligation created a loan to value ratio of 93 % ( first mortgage balance {$450000.00} + SunTrust HELOC {$200000.00} + XXXX XXXX XXXX HELOC {$100000.00} = {$750000.00} / {$820000.00} = 93 % ). This exceeds any reasonable mortgage LTV ratio recommended by banks, financial institutions and government agencies. I was laid off in XXXX XXXX and was left with no source of income. SunTrust 's improper procedures and failure to adhere to the Home Equity Loan contractual agreement and payoff and close the XXXX XXXX XXXX credit line has left me with an exorbitant LTV ratio, minimal home equity value, a precarious financial situation and an additional lien on my house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I originated a loan with Suntrust Mortgage XX/XX/2005. I have been paying my mortgage consistently since XX/XX/2005. However, of my payments are not being recorded effecting both my credit rating and interest rates. Although, I am able to provide receipts from Suntrust of paid payment, the payments are not reflecting on my statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a rental house located in XXXX XXXX XXXX, XXXX. I also have a mortgage with Sun Trust Bank for that house since XX/XX/XXXX. I 've always paid my mortgage and never late until this past XX/XX/XXXX. I ca n't afford to pay the mortgage anymore. I attempted to refinance the mortgage XX/XX/XXXX with a credit of over XXXX at the time I thought it would be easy. I filed the application and processed through the whole mortgage thing only for Sun Trust to tell that there is a XXXX lean on my house from the City of XXXX XXXX XXXX.I was told pay it off and will move forward, so I called the City of XXXX XXXX XXXX and they searched their files for leans and I was told there is no lean on XXXX XXXX XXXX XXXX house owned by me XXXX XXXX. I contacted Sun Trust and told them what the City told me that there is no lean on my property. Sun Trust refused to move forward so I said I 'll something in writing from the City but I told no pay it or we move forward. That was it the mortgage was to high and I could not afford it anymore. XX/XX/XXXX I stopped paying my mortgage so Sun Trust said they 'll send me a loan modification packet which they did, I filled it out and returned the packet only for Sun Trust to send my loan to a collection company called XXXX located in XXXX. I attempted to contact Sun Trust and was told to talk to XXXX. XXXX sent me another loan modification packet and told me to fill it out. I said I just sent one in to Sun Trust I was told I 'll have to send another one to them. I again filled out this lengthy application with all my info and XX/XX/XXXX tax returns. Nothing happened for about a month then XXXX sent me yet a third loan modification packet and said I had fill this out again, of after yelling and screaming as to why do I have to fill out XXXX of these I was told if I want help then this is the process. I filled out the tired loan modification application and sent it back, if you can believe it the customer service female told that this is what XXXX does on a recorded line. Now I just yet another packet which I refuse to fill out. I have an investor from XXXX that wants to purchase the house as a short sale and I said great, but I can not get anyone to help me at XXXX. I called XXXX today and left a message for the person in charge of my case relationship manager XXXX teller # XXXX to call me but she never called back. I guess their stalling for time and will try and foreclose on the house since it has about {$30.00} in equity. This is the game that is being played by Sun Trust and XXXX. I need your help with this situation. the loan on my Sun Trust mortgage is ( XXXX. ). SLS XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Prior to XXXX XXXX, I was given a {$500.00} personal check from my landlord in rejection of my rent, which I had paid her. On the morning of XXXX XXXX, I deposited that check into my account at SunTrust ; the funds pertaining to that check were made available that evening. On XXXX XXXX, I made a withdrawal of {$1100.00}, resulting in remaining a balance of {$70.00}. The following day ( XXXX XXXX ), I received an envelope wherein was a slip of paper declaring that {$500.00} was withdrawn from my account on XXXX XXXX, resulting in a negative balance of {$510.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21236
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-16
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I received an unsolicited, unauthorized and unwanted XXXX XXXX from Sun Trust. I phoned Sun Trust, spoke with XXXX XXXX who said she wanted to verify my complaint and would call me back. In the meantime, my grandson also received an unsolicited, unauthorized and unwanted XXXX XXXX. I phoned XXXX who said my complaints were " going up the ladder ''. After two months without hearing from XXXX, I phoned her to check the status. She said she would check again and get back to me. Not hearing from her, I called back. No answer, so I left a message requesting her to call me. Nothing! I tried many times to contact her with the same result. She would not answer my calls. I have the XXXX XXXX that were sent to me and grandson and both were ready to be used!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2016-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have been banking with SunTrust for over 30 years. My now XXXX husband and I opened an account for my son when he was a minor, with my husband and my name also on the account. My son is now XXXX years old and a college student at XXXX. My son 's student account was hacked and someone obtained his personal data. They used that data to make XXXX mobile deposits into my son 's account, then called his cell phone and told him they mistakenly deposited money into my son 's account and threatened to report him to the police if he did not wire the money to them immediately. My son panicked and went to the nearest SunTrust bank in XXXX, VA and withdrew {$3500.00}, and then went to an ATM to withdraw another {$1500.00}. He then wired the money to this person through XXXX XXXX. The mobile deposits were bogus and later were returned, leaving a negative {$5000.00} balance on my son 's SunTrust bank account. If SunTrust had followed basic security procedures, this fraud could have been prevented. If SunTrust had looked at the endorsements on the back of the bogus deposits, they would have seen that the endorsements did not match my son 's signature. Also, SunTrust should have never allowed my son to withdraw money from funds that had not cleared the bank yet. Since my name was still on my son 's account, SunTrust has demanded that I pay them the {$5000.00} back and have already taken {$1300.00} of that amount out of a Savings Account I had with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2016-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes