Date Received: 2016-09-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I received my refund, a check for XXXX dollars from my school ( XXXX ) that I placed into my bank account with Suntrust on Thursday. It was available on Friday and i took out {$2100.00} to pay up my rent, immediately after that it was {$4000.00} hold on my account and no one has been able to tell me why. I have a very severe need for my money now. I have bills that have went past due, due to the holds on my account, I had to cancel a business trip for this weekend and I am unable to pay for my child day care. Suntrust is telling me there is nothing they can do and i have to wait until XXXX/XXXX/16 because my account is under '' review '' and they will not tell me why its in review. That would be one full week without having any money and no one being able to tell me why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31601
Submitted Via: Web
Date Sent: 2016-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-12
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX, 2016, I visited the XXXX XXXX branch of SunTrust at XXXX I presented a Withdrawal Form to withdraw funds from my account which had been electronically posted by my new employer. My initial interaction with the teller made me feel racially profiled and discriminated against. When she realized that I wanted to withdraw {$5600.00}, she asked if I made a mistake and meant to ask for {$560.00}. After I verified the amount, she informed me that she did not have " that kind of money '' and called the manager. Branch Manager, XXXX XXXX XXXX, looked at my XXXX driver 's license and told me that she was not going to give me money out of my account because my GA driver 's license did not match the ID on my account when it was opened in XXXX. I explained to XXXX XXXX that I had moved to XXXX after college and was in the process of relocating to XXXX for my new job. She told me to go to the DMV to get a XXXX driver 's license and come back the next morning. I offered my Social Security card and my Birth Certificate to prove my identity. However, XXXX XXXX was unwilling to accept additional identification. As a result, I called my aunt, XXXX XXXX, who works in SunTrust Corporate Compliance for her advice. My aunt called XXXX XXXX to try to help resolve the situation. XXXX XXXX was unreasonable and kept repeating that she could not give me money from my account because my ID did n't match what was on file. She told my aunt that the funds were in the account and the only issue she had was identifying me. XXXX XXXX finally agreed to reconsider my birth certificate as a second form of ID. She called me into her office where she continued to treat me unfairly by questioning what I planned to do with my money, why I sent money to my aunt, and prying into all of my personal business. She called the Help Desk and asked about a policy that supported her in denying me my money. The Help Desk told her that she had the authority to do what she felt was appropriate. They suggested that she called the Fraud Unit which made me feel like a criminal. XXXX XXXX placed a call to the XXXX XXXX while I was still sitting in her office. They threatened to freeze my account after asking personal questions that were none of their business. I believe XXXX XXXX abused her authority as a manager and discriminated against me because I was a young XXXX male with a lot of money in my account. She made me show my offer letter to prove my signing bonus. I also had to give my credit card, Social Security Card and Birth Certificate along with my Driver 's license. After she made me itemize what I was going to do with the money, she decided that she was only going to give me {$5100.00} of the {$5600.00} that I requested. I was at the branch for over 2 hours trying to get my money. I explained to XXXX XXXX that I had an appointment to pay a deposit on my apartment and she told me to call the apartment office to tell them that I was tied up at the bank. No customer should have been treated like I was. A simple trip to the bank ended up being over 2 hours because XXXX XXXX racially profiled me and assumed that I was trying to rip off the bank even though the money was deposited in my account electronically through direct deposit from my employer. I had conducted previous business at a branch in XXXX, XXXX that morning and the teller was very helpful and gave me instructions on what to do when I arrived in XXXX. I feel like I was violated by the manner in which XXXX XXXX interrogated me. She had no right to prevent me from withdrawing my money. I should not have to answer to a branch manager on why I wanted my money. The ID verification was not the problem. I had everything anyone would need to verify their identity. I was discriminated against because of my race and age and XXXX XXXX should be reprimanded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23224
Submitted Via: Web
Date Sent: 2016-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-11
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I applied to Suntrust Bank to open an account and i wrote a personal check for XXXX $ as initial deposit on XX/XX/XXXX2016. A few days later account was closed for no reason and up till today i am yet to get my money refunded. i have submitted evidence to suntrust and filed a complaint with XXXX where the check originated and i yet to get my money back since XXXX 2016.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2016-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-10
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: XX/XX/2016, I filed a dispute for a charge against my checking account. This dispute was against XXXX. I filed the dispute because XXXX which offers website design and hosting service, removed my website from the Internet and did so without giving me prior notice or an explanation. I pre-paid {$33.00} for the service to be used for my business and as a result of my website being down for two weeks, suffered serious losses. My clients, sponsors and donors rely on my website for information, resources, etc and no business was able to be conducted during the time frame that my website was down. As of today, I have no idea why my website was taken down. I have asked Suntrust Bank to issue a refund for a service which I did not receive in accordance with the terms and conditions provided by XXXX. It has been 90 days and no action has been taken on this dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27513
Submitted Via: Web
Date Sent: 2016-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-09
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Hello, I am frequently overseas and use ATMs to withdraw from my US accounts. I monitor sites such as XXXX to find out the going rates and I have often called or written customer service to find out the exact rates being used to convert dollars to euros, for example. Customer service personnel are vague -- they tell me that the bank charges a {$5.00} processing fee and can charge up to XXXX percent more than the going rate, but they wo n't tell me what the rate is. If I press hard on the issue, they invariably send me to the XXXX Global Currency Conversion site XXXX -- which is the PREVIOUS business day 's highest rate, not that day 's rate, and includes this mind-boggling disclaimer : " Please note that due to possible rounding differences, the displayed rates may not precisely reflect the actual rate applied to the transaction amount when converting to the cardholder billing amount. The exchange rate that is applied to a transaction is the exchange rate as of the day of settlement which is the day that XXXX determines the settlement amount to be exchanged between the acquirer and the issuer. The settlement date is therefore typically different from the date of the actual transaction. '' So Number ONE : Can a consumer find out the ACTUAL RATE used for that day? Number TWO : Can banks actually post the rate they are using on their site and quit cloaking the matter? Number THREE : When I look at my withdrawals using the MC Global Conversion rates for that day or the previous, they still do n't add up correctly. It appears that my bank at least is adding XXXX percent or XXXX percent on to the fee -- in additon to charging their {$5.00} withdrawal fee. Maybe it 's {$4.00} more, maybe {$7.00}, but it never adds up correctly -- and they 're already ripping me off with a bad exchange rate and ATM fees at both ends. ( I have a letter in with my bank now and if they do not answer to my satisfaction, I will file another complaint with details. ) The total effect for consumers such as me is that we 're being forced to buy something without being able to see the price tag -- and the ATM never shows what is going to be withdrawn from my account if conducted in that country 's currency, which is cheaper than converting to dollars at the ATM. I find this cryptic, non-transparent behavior regarding access correct foreign exchange frustrating and simply wrong. This is a general complaint -- because ALL the banks I 've used shield the information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2016-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: After reading that the XXXX XXXX XXXX was fined for XXXX dollars for unauthorized opening of bank accounts, credit accounts, etc., I feel I need to share that my own bank did the same thing to me. The bank is Sun Trust. The way it happened is as follows : 1.On XX/XX/2016, I went to deposit our rental checks to our join checking account through the drive thru of Sun Trust Bank . 2. A teller came on through the camera and told me that there is a money market account that gives much higher interest than ours. She asked whether I want to transfer the fund to a new money market account. I said okay. She sent a form to sign, and I signed it. 3. Later, I checked my online banking, and saw that the old money market account was closed and new one has the money from the old. I was okay with that. 4. On XX/XX/2016, I was doing another deposit through the drive through, and the same lady came on the camera. She said since the money market account was n't active for last 3 months, I should deposit the checks to the money market account instead of the checking account so that the high interest will become active. I did n't quite understand it, but I said okay to depositing the checks to the money market account instead of the checking account. That is all I gave the permission to do. 5. A week of two later, I logged on to the online banking to check the balances. I was horrified to find that there was only the checking account and no money market account. That is over {$50000.00} missing. I searched more thoroughly through the website, and saw that my money market account was closed. And money was still missing. 6. I told my husband and next morning, he called the Sun Trust Bank customer service. He explained the situation to the agent. The agent looked at our accounts and found that the money market account was closed and another new one was opened. But that new one was not showing on our online banking. He fixed it so we can see the balance. And he said the account should n't have been open without our permission. He said he will make a report. 7. The next day, my sister and I went to see the manager of the branch where I bank. He checked his computer and saw that there was no " Signed Card '' that authorized opening a new account. He said that ca n't be allowed. He called the teller who did this, and the lady acted like it was someone else. She left the room, and the manager said he will make sure that person who did this will be disciplined. We left. 8. The next few times I went into the bank to make the deposit, I did n't see the teller. So I assumed that she was fired. 9. Then a few months later, I saw her at the same bank. And she has been promoted to a loan officer! At least that is what I assumed since she was sitting behind the loan officer section of the bank. I was furious. I wanted to report to someone about this, but did n't know where. I also found out that when a new bank account is opened each time, our credit score gets a hit. So there you have my story about the illegal opening of the bank account done by the Sun Trust. I read online that the account that has over {$50000.00} is considered a gold mine because the person who processes it gets the highest possible commission. I hope this gets known to the officials who investigate these problems. Thank you for reading this long complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-07
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My father, a XXXX veteran, died in XXXX 2016. I knew he had Suntrust accounts and my goal was to put Suntrust on notice that he was no longer living and to freeze any further checking account activity, especially automatic debits. I went to a local branch of Suntrust with copies of the death certificate ( XXXX in total, all certified copies ). They told me I needed letters of administration identifying me or another person as a representative of his estate in order to freeze his accounts. I told them I found this requirement an unreasonable burden in that no one had presented a will on his behalf yet ( it had only been 2 weeks since he passed away ) and I believe he passed away without a will. In questioning the policy, Suntrust 's consumer complaints ' office said that the copies of the death certificate were not " original '' death certificate. But my copies were certified copies of the death certificate. The local branch would not accept a copy of the death certificate, and Suntrust generally never requested a copy of the death certificate for the investigation of my complaint ( all my copies have official seals ), and the local branch never acknowledged that a death certificate could serve as enough notice to freeze account activity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20016
Submitted Via: Web
Date Sent: 2016-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-06
Issue: Improper contact or sharing of info
Subissue: Talked to a third party about my debt
Consumer Complaint: XXXX XXXX XXXX XXXX AND XXXX XXXX XXXX XXXX PROVIDED PRIVET INFORMATION TO A THIRD PARTY WITH DOCUMENTS UNSECURED. THE DOCUMENTS ALSO ARE INACCURATE AND LAW FIRM OF XXXX & XXXX XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, AZ XXXX IS TRYING TO COLLECT A DEBT THAT A LENDER IS COLLECTING UPON AT THE SAME TIME. PRIVACY INFRMATION WAS MADE PUBLIC WITH NO COURT RULING AND TRYING TO OBTAIN INACCURATE DEBT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85388
Submitted Via: Web
Date Sent: 2016-09-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-06
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: A debit card dispute was made on or around XXXX with Suntrust for a transaction in the amount of XXXX XXXX XXXX. As explained to XXXX, the online chat rep who took the dispute information, XXXX items were ordered and only XXXX arrived. The item that arrived is incorrect and was returned, tracking information was provided and again here, XXXX. The package was delivered on XXXX and Suntrust should know this as number was provided to track. The phone rep I spoke with today said case is still pending, however, I received a form today requesting information already provided to XXXX via live chat and was just detailed above. The rep was also advised XXXX did credit XXXX item, still waiting on credit for second item returned, no mention of needing any additional information. I do not know why I was sent form requesting same info which was already provided. I was charged XXXX overdraft fees relating to this charge, I was told both would be credited back upon outcome of case, however, they seem to request same information which was provided to XXXX and here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06320
Submitted Via: Web
Date Sent: 2016-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-05
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust is illegally holding almost XXXX in funds consisting of personal and federal ( student loans ). Closed account without advising and still cashed checks and accepted deposits and has not returned these funds since XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30601
Submitted Via: Web
Date Sent: 2016-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No