Date Received: 2016-09-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Filed Bankcruptcy in XXXX got Discharge in XXXX. Included in that bankruptcy was the Home Equity line of credit from Suntrust Bank. For some reason Suntrust Bank is saying I have a past due payment of {$4100.00}. from this Home equity line of credit. When the bankcruptcy was file there was no past due amount. Also on my regular mortgage payment it has been current up to XXXX/XXXX/16. I need for Suntrust to correct his error in statement on my credit. ( Documents provided )
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: 2016-09-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: hello I have a first and second adjustable rate mortgage serviced by suntrust mortgage, the note states change date is XXXX XXXX 2011, and the rate is to follow the 45 day libor and add a XXXX margin. how can I get suntrust to acknowledge they have been over charging and get them to refund they have been charging 5.5 percent and should have been charging 3.3 percent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-20
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust bank refuses to reimburse me for fees they took from my Signature Advantage checking account which is supposed to be free. I have talked with XXXX branch managers, XXXX XXXX and XXXX XXXX several time during the past six months since I discovered in XX/XX/XXXX that SunTrust was mistakenly charging fees from my account. Both branch managers said that the fees were charged in error, that they would make sure that the erroneous fees would be refunded to my account, and that they would follow up with me ; neither of which has happened. XXXX, XXXX, the current branch manager at the XXXX XXXX XXXX XXXX Location ( XXXX ) told me that Suntrust frequently mistakenly takes fees from free checking accounts, and that she has known about the problem for years. I 'm unable to determine the amount of money that Suntrust has erroneously taken from my checking account because their website only displays my account record since XX/XX/XXXX. As far as I can tell Suntrust has taken at least {$200.00} from my account, but it may be more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-19
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Suntrust allowed a person to complete loan documents and sign a second mortgage against my property and remove {$300000.00} without my consent, knowledge or any authorization to do so. This person along with Suntrust attempted to cover up this deal by attempted to transfer my property solely into the name of the person who signed the loan/mortgage. The mortgage is in the persons name and the Deed is solely in my name. Suntrust refuses to release the loan documents to me after repeated attempts because the loan transaction was complete before the person attempted to transfer the property into his name. The Loan documents were not signed by the deeded owner. They also refuse to release the notes or conversations relating to the business regarding my home. Because I NEVER spoke with them nor solicited their business at any point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17011
Submitted Via: Web
Date Sent: 2016-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-19
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Business account with Sun trust linked to credit card was placed in overdraft status due to problem with credit card syst em Being offline. As a result My account was charged over {$700.00} in overdraft fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2016-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-15
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I started a refinance with Suntrust in XXXX of 2016. They were very unresponsive, Unprofessional, and down right rude while servicing my loan. So much so that it has taken over 3 months for them to process my refinance. I was told several weeks ago that the loan was done, they had everything they needed and that it was ready to close. Due to this information and differences with my employer I left my job 2 weeks ago thinking this would be closed the next day. Today XXXX/XXXX/16 I was told that my loan was denied due to unemployment. The entire process took too long and their communication during it was horrible. I have email strings where I ask for updates but i do not receive anything for a week. Life can change in 3 months and due to their incompetence it was not processed in a timely manner. When I asked to speak with a manager to resolve the issue/ try to find a work around i was transferd to a line and disconnected me. When i called back the line was busy and had to have a cs rep dial me in to speak with my loan officer who was rude.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94606
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I sold my condominium and as a result was due certain refunds. SunTrust sent me checks for those refunds. However, the checks expired before I was able to deposit them. I attempted to contact SunTrust to have the checks reissued but was told the department that issued the checks does not speak with customers. Since the checks never cleared I checked my state 's unclaimed property listing, however no record of the funds due to me are shown.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I contacted SunTrust Mortgage about paying off my house on XXXX/XXXX/16. I spoke to XXXX and was told I would need to stop automatic payments from my checking account.. I asked her to please do so and she said it was taken care of. She then told me to write a check for the full amount of {$1300.00} and if I wanted to, add a bit more to cover interest for the few days it would take for the check to arrive at SunTrust. She instructed me to include my name and account number. I followed these instructions and sent in my check and paperwork the next day. When I did n't hear from them by XXXX, I called and spoke to XXXX and she told me they had closed the account the previous day. That they were sending my escrow plus over a thousand dollars in addition to that. I questioned why I would be getting over a thousand back and she said that they had taken a regular house payment out through automatic payment at my bank that very day. The day AFTER they had closed my account. I told her that XXXX had said that automatic payment had been cancelled on XXXX XXXX. She said that apparently it had n't been done. I asked that the money be placed back into my account as it caused me to be unable to pay some of my other bills to have that money gone. She said her supervisor XXXX XXXX wanted me to send a copy of my bank statement to prove that they had withdrawn the money. Although they just told me they had done so, they now wanted me to prove it. I sent a picture to XXXX showing that page of my bank account. I received a message from XXXX the next day saying that XXXX now wanted a hard copy of that statement and that XXXX would call me later that day to take care of my account. That was XXXX and I 've not heard from them since. Today, XXXX, I have called twice and requested to talk to XXXX and been told she will call me back. That was 3 hours ago. I told them the first day when they said they took the extra payment that it would cause me hardship paying my bills and that I would hold them accountable for any fines or charges I received as a result of their mistake. I was told that they were going to mail me that check and the escrow money within 15 days. Rather than credit it back into my account that day as I requested. I feel like I am getting the run around and that I am being penalized for their employees error. I know we all make mistakes, not a big deal. But their failure to rectify this in a timely manner is why I am contacting you. Can you please help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 812XX
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Our mortgage agreement with SunTrust Mortgage was entered into in XXXX XXXX, which is a 10 year interest-only, adjustable rate loan. On XXXX XXXX, XXXX SunTrust doubled our mortgage payments, going from approx. $ XXXX to approx. {$3400.00} per month. After 10 years and {$100000.00} down payment, we could no longer afford our home. We readied the house for sale and got it listed in early XXXX XXXX. We continued making the payments as long as we could -- till about XXXX. Also in XXXX XXXX, we secured a purchase agreement on the house, with a closing date of XXXX XXXX, XXXX. The afternoon of XXXX XXXX, XXXX our realtor advised us the buyers needed to extend the closing to XXXX XXXX, XXXX. As we had already secured a rental house in which to move, we signed the extension and moved out of the house, honoring our end of the agreement. Ultimately, this buyer breached the contract and submitted to us a termination on or about XXXX XXXX, XXXX. We re-listed the house as soon as possible. I had made a phone call to the SunTrust Loss Mitigation Department about that same time, and learned they had scheduled a fast track foreclosure sale date for XXXX XXXX. After filling out a loan modification application and dealing with much misinformation, confusion and trauma with their XXXX XXXX Department, I filed a complaint with the CFPB. Supporting documentation of this purchase agreement was provided to SunTrust and to the CFPB. We continued our efforts to sell the home ( another contract was secured, but also lost in XXXX XXXX ). Supporting documentation of that sale agreement was also provided to SunTrust. I then moved back into the home the week of XXXX XXXX, XXXX. Via an email of XXXX XXXX, XXXX, I informed XXXX XXXX, XXXX. XXXX XXXX of SunTrust Mortgage that I had moved back into the residence. In that email, I clarified my understanding of the law on fast track foreclosures, in that, they are not permitted while the homeowner is residing in the home. His reply email on XXXX XXXX, acknowledged receipt of my email and my moving back into the home. Since that time, we have relisted the home for sale, as we still can not afford their astronomical payment and demands for over {$30000.00} to reinstate the loan. Yesterday, XXXX XXXX, I learned from my realtor that SunTrust has now advertised on-line a foreclosure sale of XXXX XXXX. I have not been notified of the sale date by SunTrust Mortgage or their attorney. My realtor has advised me, that the notice of the sale is NOT listed with the tax assessors office in XXXX XXXX, or any other means by which a licensed realtor has access, but can only be found with a XXXX search of my home. While we 'd had an interested cash buyer, of whom it was they who advised my realtor of their XXXX search, that cash buyer has now stated they are no longer interested in purchasing the home at my asking price. In the first 10 years of our mortgage, SunTrust earned pure profit from us through our monthly payments, to the tune of XXXX to XXXX of the mortgage amount. Yet, not XXXX dime of the monies we paid them went to the principle balance. I understand that this mortgage type is no longer legal. Additionally, the trauma of all these events has been too much pressure on our marriage, and we have now parted. If SunTrust is permitted to proceed with the XXXX XXXX sale, I will be left homeless.
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: 2016-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-13
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Suntrust covered a debit card transaction when I had insufficient funds. They did this even though they knew I had insufficient funds at the time of the transaction and I opted out of overdraft protection. They are now charging {$35.00} for what was, in effect, a {$5.00} loan that I did not want, and thought I had opted out of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30141
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No