Date Received: 2016-10-07
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: In an effort to conserve on high cost of cable I searched for alternatives and replacements for renting the monthly cable boxes. I found the company XXXX XXXX through a google search. I called the number and left a message as directed by the voicemail, about two weeks later a man named XXXX called me back. He talked very convincingly about his cable boxes and the high cost of cable bills how I could reduce my cable bill by buying my own box.The box was to be plug and play I was excited as I wanted to save some money. I agreed to pay {$130.00} for a cablebox. On XXXX, 2016 a digital CHECK # XXXX cleared for {$130.00}. When I received teh box it was not plug and play and required a card from the cable company. I called and XXXX agreed to take the box back. I sent the box back on XXXX XXXX, 2016 after receiving a XXXX and the product was received shortly thereafter. XXXX was to send me a new device within a four weeks. When the new device did not arrive I called and emailed XXXX. XXXX did not respond. I contacted the XXXX XXXX XXXX XXXX responded it would keep the information obtained from my complaint as part of its ongoing efforts to identify businesses that may engage in patterns of deceptive practices. Suntrust refused to offer any assistance filing a dispute as described in its XXXX XXXX, 2016, letter. The SUNTRUST fraud investigator did not identify itself responded that SUNTRUST was under no obligation to me to pursue any actions to recover the $ XXXX letter did not adequately address my concerns as it related to deposits. SUNTRUST should be able to dispute a digital check or any withdrawal that describes SCAMS like this. I want to submit documents to be posted for the public to see how XXXX XXXX is and how SUNTRUST refused to offer any consumer protection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-06
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: DisTrust in SunTrust - SunTrust put my son in the wrong account, allowed him illegal access to a debit card, failed to honor my written and verbal declination of overdraft protection, but somehow not only I am forced to take responsibility for SunTrust 's error, but my other son is being held responsible as SunTrust took money from his account. Highlights : Despite 3 verbal requests and a signed form declining overdraft protection, SunTrust allowed overdrafts on my son 's card. SunTrust put my son in an account with a debit card that Georgia Law apparently does not allow for minors. Then I 'm told that was a favor to me SunTrust allowed a brand new student account opened with {$100.00} to incur over {$2500.00} worth of charges and did not deactivate the card or put a hold on his account until I asked to weeks later. Yet two days after I opened this account my card got cut off and I spent 30 minute in the store verifying recent transactions because they was " excessive use '' that day. Wait. Is n't {$2500.00} excessive on a new account? Are the standards different for student accounts? How much money does SunTrust make off of fees students and parents have to pay because of allowed misuse. SunTrust opted to rob me of the rest of my money rather than contacting me within their established and expressed time frame with an update. However, I gave no authorization to link accounts. Why would I, if there is no overdraft? SunTrust has taken funds out of my other son 's account to cover the balance on this account to which he is not connected. Wait - What? Can they do that? Background & Details XX/XX/XXXX I confidently walked out of SunTrust Bank with confidence that my money was safe. I told the bank manager : " My son just got a job and needs an account for his direct deposit. '' The account was opened with {$100.00}, my son was given a debit card and his direct deposit information. During the meeting I specifically said 3 times that there was to be NO OVER DRAFTS. One time I specifically said if there is n't enough money in the account, decline it. I wanted my son to hear me say this. The Manager had me sign a form rejecting overdraft protection. I did n't worry about my son 's possible actions because I made sure with the bank he could n't spend what he did n't have and that my money was safe as well. Oh, was I wrong to put faith in SunTrust. Subsequently : My son ran up over {$2000.00} worth of charges. XXXX tells me I have to wait 2 weeks for his boss to return the country. When asked, the Manager assured me that no one else in all of SunTrust could address this issue other than his boss in two weeks. He told me to call customer service to file a complaint. I did. On XX/XX/XXXX Manager calls with the following : The bank agreed to waive all fees. The charges can not be reverse and if the funds were returned to me the bank would likely take legal action against my son and because he is minor, legal action against me as well. That the laws in Georgia prohibit minors from having a debit card and that " HE DID ME A FAVOR '' by putting my son in the wrong account. However had he done his job right, my son would not have had a card to run up all of these charges and we would have no issue. After advising him of my intent file various complaints we ended the call. He called back and said had spoken to his boss and brought him up to speed on the issue and he would address it and call me the next day to discuss resolution. He further asked me to give them the next day to address the issue BEFORE filing complaints. I did not here from ANYONE the next day, but I did notice that evening that the bank exhausted the remaining funds out of my account and out of my son 's. So I took that as my answer from SunTrust and thus I 'm filing this complaint to express my DisTrust in SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30314
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-05
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I would like help from the CFPB to have Suntrust Mortgage refund the fees paid to process a refinance of my current mortgage. My current mortgage lender is SunTrust and this loan is recorded in our family trust. While shopping for a refinance, on XXXX separate recorded phone calls the Suntrust loan officer assured me if I refinanced with SunTrust the new loan could be recorded in the existing family trust. After submitting my documents ( including the family trust ) and getting pre- approval, I was charged a {$540.00} appraisal fee and a {$14.00} credit report fee. After these fees were paid I was notified that Suntrust would not record the refinance into the family trust as previously promised. I was given two options : 1. Record the new loan in my name, re-record it in my County to the Family Trust and pay a lawyer to amend the trust. 2. Change the family trust to meet their requirements but they claimed they could not disclose to me what those requirements are. On XX/XX/2016 I requested a refund of the fees already paid because I believe Suntrust acted in bad faith. They were aware from the beginning that keeping the new loan in the family trust was an essential factor in my decision to select Suntrust for the refinance. My current Suntrust Mortgage is recorded in the same family trust so there was no reason to suspect they would not/could not record the new loan to the trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92120
Submitted Via: Web
Date Sent: 2016-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-05
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My husband deposited {$3500.00} into our joint checking account on XXXX XXXX ( Suntrust Bank ). The amount showed as a pending transaction, until I checked the account online the following Monday ( XXXX XXXX ) where I discovered the deposit had totally disappeared. I contacted a local branch and they initiated an 'investigation '. In the meantime my account was credited with a miscellaneous {$3500.00} and all resulting overdraft charges as a consequence of the missing deposit were refunded. Suntrust has not provided me with an explanation regarding the outcome of the investigation, nor has management responded to my complaint, or offered any compensation for the major error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27603
Submitted Via: Web
Date Sent: 2016-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I find it necessary to submit another complaint, as the CFPB should know other details of our long term experiences with SunTrust Mortgage, and the predatory practices we 've experienced during the term of this loan agreement. For years I questioned why our loan had never been sold off like so many loans I 'd heard about. In selling off the loan it likely would have become a XXXX or XXXX XXXX loan, thereby allowing us to qualify for the federal government re-financing and/or modification programs. But that was not the case for us. In the last two weeks since learning of this foreclosure sale, I have learned that my home was likely classified as a 'Priority Asset ' by SunTrust . Meaning, they intentionally retained the loan due to my home 's value and the value of the community/subdivision in which it is located. Case in point, in SunTrust 's response to my previous complaint, they stated that a short sale was not granted due to the home 's value. To me this means they have targeted my family 's home since the beginning of the mortgage agreement. Fast forward 10 years to XX/XX/XXXX, and SunTrust doubles our monthly payment, thereby instigating and/or ensuring the default status would be attained. I 've also learned about 'Pool ' insurance, the insurance mortgage companies purchase to protect them in the event of default. It 's very likely that SunTrust filed a claim when we defaulted and thereby collected a settlement as much as XXXX-XXXX % of the loan amount. I 've also learned the monthly interest only payments we made for 10 years, was likely invested on XXXX XXXX, as I now understand is common practice in the mortgage industry. How much more money did they make over those interest only payments on that investing? Also, in the early years of the loan as the payment amount changed, there were times when I mistakenly shorted the check I had written for the payment. Rather than applying the amount received and advising me of the mistake, SunTrust returned my check to me, and then applied late fees. Again, as we were not able to modify the loan, we fell behind on our payments frequently, incurring late fees. We even fell 90 days behind at least twice. Those instances also cost us their attorney 's fees plus late fees. Not to mention the XXXX we incurred while collecting the money to bring it current. We tried to sell the house multiple times. In XX/XX/XXXX after we 'd had the house listed for sale for 8 months, we were able to rent the house. The rent still did not cover the {$3600.00} payment. We moved out of the house for these renters, only to be XXXX by their XXXX son while we returned to inspect the home. Of course, we advised them when we would arrive. Our agent failed to secure a background check, but I then easily learned both the son and father had criminal records. This XXXX happened to us as a result of our efforts to manage the {$3600.00} payment. Then there was our attempts to sell the house last winter. Our reputation has been smeared by public foreclosure notices and the onslaught of junk mail received from other predators hoping to capitalize on our misfortunes. The XXXX caused by our trying to manage this mortgage has had an impact on my health. In XX/XX/XXXX during one of the periods we fell 90 days behind, XXXX. XXXX. XXXX. In XX/XX/XXXX and XX/XX/XXXX during our attempts to sell the house then, XXXX. I still suffer from XXXX. The result of trying to manage the mortgage.
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: 2016-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: STOP THE FORECLOSURE! XXXX XXXX, XXXX. MODIFICATION WAS NOT PROCESSED CORRECTLY. Need help to postpone foreclosure scheduled for This Tuesday, XXXX XXXX, XXXX. ***SOS*** Please help! This, my XXXX complaint, is in follow up to my previous complaints against SunTrust Mortgage and the conviction that my loan is the product of predatory lending. Again, the loan is a Conventional ARM, 10-year interest only. The attached original loan application shows this loan was based on stated income. I can see now, that had verification been performed at that time, it would have revealed an imbalance in the debt to income ratio, as the asstes listed were simply a lot of debt with heavy monthly payments. In XXXX and/or XXXX, I applied for a loan modification and was denied. I was told it was due to the fact that our loan did not qualify for a modification, as it was not a XXXX or XXXX XXXX loan. In each of these attempts at modification, I dealt with multiple persons and the paperwork and process was extremely confusing. The quality and effectiveness of the process was very poor. I attempted another modification in XXXX of this year ( XXXX ). Had I not called, I would not have known that a foreclosure sale had been set for XXXX XXXX. I was told by XXXX XXXX XXXX in the Loss Mitigation dept. that I could stop the foreclosure by doing a modification. He emailed the paperwork, and said that he would be my point of contact. However, that was not the case. Each time I called to speak with him for assistance and follow up, he was not there. As time was of the essence, I ended up having to speak with multiple persons, including but not limited to, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. I even contacted XXXX XXXX and her assistant, multiple times via email and left each of them several voicemail messages. Neither replied to me. I then received an email from XXXX XXXX. Again, this entire process was completely lacking in any efficiency and effectiveness in the modification process. In short, it was a 3 ring circus. Too many hands in the pot made this a nightmare. With multiple persons giving me different, even conflicting information, I do n't understand how my account can be processed and worked correctly. How can the information have been transferred from one person to the next and conveyed correctly? The bottom line, my modification request was yet again denied. That brings me to today. A FORECLOSURE IS SCHEDULED FOR THIS TUESDAY, XXXX XXXX, XXXX!!! I received no notification of this sale. They claim it was mailed, but no proof has been provided. I have not had ample time to address the multiple issues. Since learning of the foreclosure date, they have even denied me a short sale. That, after doubling our payments last XXXX, clearly does not demonstrate any good faith on their part. While SunTrust claims they followed the laws governing this process, nothing could be further from reality. They simply have refused to work with me, every step of the way, much less in any effective or efficient manner. They have made my life a nightmare. I WANT TO KEEP MY HOME. The only reason we ever listed our home for sale was due to the fact that we were DENIED EVERY OPTION MULTIPLE TIMES by SunTrust.
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: 2016-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-03
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I think that Suntrust opened and closed accounts in my name that I was unaware of, then charged me overdraft fees for those accounts. I think this took place in the XXXX - XXXX time period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37205
Submitted Via: Web
Date Sent: 2016-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: **PLEASE HELP. STOP TOMORROW 'S FORECLOSURE : XXXX XXXX, XXXX This is my XXXX complaint against SunTrust Mortgage. I see from SunTrust 's response to my previous complaint that they claim they have no record of our applying for a modification. XXXX of the modifications we applied for with SunTrust took place in XXXX 2016. As previously stated, it was at that time, that XXXX XXXX XXXX of SunTrust 's Loss Mitigation Department, recommended to me that in order to stop a foreclosure that was scheduled for XXXX XXXX, I should apply for a modification, which I did. A copy of said application along with XXXX of XXXX XXXX XXXX 's emails to me is attached to this complaint. Also at that time, as there were multiple client relationship managers with which I had to work, there was extreme confusion that came up at the last minute, about filing for a modification vs. selling our home. If one ca n't apply for a modification and list the property for sale at the same time, then why would applying have been recommended to me? Why does SunTrust 's modification application form ask if you want to sell the property? Why does the form not clearly state that if the consumer 's intent is to sell the property, then modification is not an option. In short, I was lead down a confusing rabbit hole on this issue. Now SunTrust is attempting to hide behind this confusing smoke and mirror tactic that they purported on me. We were having to make major, life altering decisions in a rush, due to SunTrust 's tactics. As I 've stated before, we were only attempting to sell the home as SunTrust had previously refused to work with us on a modification. We were then hit with a doubled monthly mortgage payment. All of this, yet again, demonstrates that SunTrust has not demonstrated good faith in working with me to save my home. In XXXX 2016 as now with tomorrow 's foreclosure date, they have denied me ample time in which to address these confusing and complex issues. This is simply more of their blatant predatory practices. PLEASE STOP THIS FORECLOSURE!! Please thoroughly investigate these events and save my home!
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: 2016-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-30
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: For a second time, Suntrust bank has decided arbitrarily when to consider charges 'posted ' and by doing so overnight, charged their litany of fees simply because I did not have time to transfer money to cover it between the hours of XXXX and XXXX. Clearly their intent is to grab as much money as possible, but I will not stand for this theft. They need to either make their posting times consistent ( and have a way to see ALL pending charges ) or they need to cut these ludicrous fees which help no one but their own bottom line. Additionally, they charge a fee for transferring money from a savings account to cover overdraft ... which consequently leads to a greater overdraft and further fees. This is intentionally convoluted and complex so that customers do not have an opportunity to avoid these charges.
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: 2016-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I had an account with Suntrust Bank in 2012. The account sat still for several years after I called to close the account and was confirmed by a telephone representative and accumulated fees that I was never informed of. I received a XXXX overview and Suntrust Bank has had all of my recent addresses on file to which they could have notified me. Instead I now " owe '' over {$400.00} because of this scamming. I am having difficulty opening new bank accounts due to this issue. It would be lovely if Suntrust would work with me and if this was all just a lack of communication on both parties.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2016-10-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No