Date Received: 2016-09-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In 2014 I submitted a complaint ( # XXXX ) against SunTrust and for a long time I did n't see the response. When I did finally see the response, I wanted to dispute it. When I call the CFPB they told me I would have to submit another complaint. Since the original complaint I was made aware that the type of loan I was originally given was made illegal years later. This was due to the misleading information on the loan details. The option payments cause a negative amortization with no deduction in the balance.. Plus the payments fluctuate monthly. I have been paying this loan for over 16 years now and have not been able to make a dent in it. I asked for a modification of which they only allowed it for 3 years on a year to year basis. Now SunTrust will not allow me any other modifications. This loan has done nothing but cause me heartache as it is difficult for me to make the payments. Please advise. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20121
Submitted Via: Web
Date Sent: 2016-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: The fees associated with banking at SunTrust are exorbitant. The company is basically committing questionable legal robbery of their account holders. XXXX fee for each item from an overdrawn account and no reasonable amount of time to correct the mistake before being charged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32401
Submitted Via: Web
Date Sent: 2016-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust Bank is reported inaccurate and defaming information about me to XXXX XXXX XXXX. I have called SunTrust Bank to get this resolves and the SunTrust representative ca n't will not give me any information pertaining to this matter but only to call XXXX. I contacted XXXX and they advised me that Sun Trust is reporting that the reason for the FRAUD notation is because : ATTEMPTING TRANSACTION IN AN UNPLEASANT MANNER. This is a complete false information and I am requesting SunTrust Bank to remove this information immediately in order for me to open a checking account with my current bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2016-09-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-31
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: This matter involves XXXX, 2016 a CHECK # XXXX cleared for {$130.00} as merchandise not received and Suntrust not filing a dsipute so as to protect and assist me to get my money back. I contacted merchant owner XXXX to return the cable box I purchased XXXX XXXX 2016. The reason for the return the cable box was not plug and play. I had to purchase a card from XXXX XXXX. XXXX authorized the refund XXXX XXXX, 2016 for {$130.00}. XXXX convinced me that the new thing will be XXXX and I could get in on it that it will be available within 2 to 4 weeks. We made a deal that he would receive the cable box and send me the XXXX. I sent the cable box back on XXXX XXXX, 2016 it cost me {$27.00}. It have been over seven weeks and I have not receive the iptv. I call XXXX several times and email him. I have not received any responses. I also noticed that several other people have complained about this business on XXXX. This business has multiple emails and address Online Cable Boxes XXXX XXXX XXXX, XXXX . XXXX XXXX, CO XXXX XXXX XXXX, XXXX . XXXX XXXX, CO XXXX Tel : XXXX XXXXXXXXXXXX XXXX. I submitted a complaint XXXX/XXXX/2016 with the XXXX Colorado XXXX Complaint ID:XXXX merchant no responses cased closed.Date : XXXX/XXXX/2016 XXXX XXXX, 2016 a CHECK # XXXX cleared for {$130.00}. I have contacted the merchant as well as the XXXX of Colorado Attorney General in hopes of recovering the funds to sent to this business. State of Colorado Department Of Law Office of the Attorney General RE : XXXX XXXX aka XXXX XXXX XXXX Dear XXXX XXXX : Thank you for contacting our office with your concerns as we are in receipt of your complaint. Fraud reports enable our office to identify and devote our limited resources to cases supported by law involving widespread harm to Colorado consumers and the associated business environment. Information from the public contributes to potential investigations and may lead to possible legal action taken on behalf of the State of Colorado. As a result we will keep the information obtained from your complaint as part of our ongoing efforts to identify businesses that may engage in patterns of deceptive practices in Colorado. Although we can not take direct action to resolve your concerns, you may also wish to file a report with the XXXX at XXXX or by calling XXXX, telephone option 1 as the XXXX offers no-charge dispute resolution services for a number of consumer issues. While the Colorado Attorney General is chief legal counsel to state government and is responsible for protecting the public interest, the Attorney General is not authorized to serve as legal counsel or advisor to individual citizens and is prohibited in providing legal advice, interpretation, or counsel to private citizens. Should you desire a legal opinion relating to your specific situation, we recommend contacting a private attorney or one of the services that provide legal assistance through the local bar association and/or other entities. Additional resources XXXX be available on our website at XXXX. We appreciate the time and effort you took in bringing your concerns to our attention. Information from the public is vital in helping us properly document trends, pursue investigations, and ultimately to file lawsuits on behalf of the public. Sincerely, Consumer Fraud Specialist Consumer Protection Section ( XXXX ) XXXX or XXXX XXXX
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: 2016-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-01
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: SUNTRUST BANK MADE A HARAD INQUIRE ON MY CREDIT REPORT THAT I DIDNT CONSENT TO
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27105
Submitted Via: Web
Date Sent: 2016-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Hello, Suntrust Mortgage Inc services our mortgage loan. In XXXX XXXX, I submitted a request to Suntrust Mortgage Inc to modify our interest rate since our rate would be adjusting XXXX XXXX to a higher mortgage. We can not qualify for a refinance of our loan because we are self-employed. Over the last year we have had XXXX Home Preservation Client Representatives with SunTrust Mortgage Inc. We submitted all the documents request by SunTrust Mortgage Inc. regarding our loan modification but have never received an answer regarding our request or follow from any of our XXXX Home Preservation Client Representatives with SunTrust Mortgage Inc. My husband and I would like to keep our property but like to modify the rate to a lower rate to be able to keep our property. I am not asking for a principal reduction only to lower our interest rate so we can keep current with our mortgage payments and continue to pay per the terms of our agreement. I would try to refinance but we do not qualify for a regular since we are self-employed. Our payments are not delinquent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2016-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Earlier this month I refinanced a home mortgage. The servicing of that loan was immediately transferred. This evening I received a pre-recorded phone call on my home land line that purported to be from my new mortgage servicer. The message used my name and my spouse 's name. It asked that the recipient press a number if he was one of those people. I followed the prompt. I was then asked to key in my zip code. It struck me as suspicious that a message from a bank would ask for any personally identifying information, so I did not provide my zip code. I remained on the line to hear any additional information or find out if I could speak to a live representative. I was then given the option of " taking a message, '' which I selected. The message instructed me to call a toll-free number by XXXX XXXX and to give a " personal message code, '' but did not state why. I hung up and called my bank directly for more information. My bank 's fraud department did not recognize the number that called me or the phone number I was instructed to call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2016-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-01
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Someone got a hold of my debit card as I apparently had lost it debit card & did not realize that I had lost it. I did not realize it was missing until I recvd a call from SunTrusts fraud prevention department asking me to verify charges. I advised that the XXXX charges made on my account were not made by & were fraudulent. They immediately shut my card down & told me they would file a claim for me. They gave me claim number XXXX. I waited & one day I recvd a call from someone with SunTrust bank by the name of XXXX and something close, from the investigations dept & I explained was bad time a could n't speak as I was at Dr appt. She asked when would better time & I explained in a hour or so. She never called again, I made several attempts to call her back & left several messages that same day & even a couple of days later. The very next day after I received email saying that my claim was denied as there was no error on the bank or merchants part & the claim was denied. I spoke to a supervisor & explained that someone had my card & she explained that there was n't a lot of info as to why the claim was denied & only info she has was they determined there was no error on the bank or merchants end. I explained that I had the card immediately shut down when the fraud was discovered. They told me that looks I had done business with the merchants before, & appeared valued. It was XXXX!! Who do n't shop at XXXX but I would not have gone two hours away!! Also some of the charges were made while I was at a Dr 's appointment as I had recent XXXX. They told me I could file a rebuttal which I have done and it was submitted on XXXX XXXX, 2016. Every time I call I get no info. They said they would send me documents that they used to determine and support the decision but all they sent was a copy of the original denial letter again and no documents were actually sent to me. When I called to inquire as to why I did n't get documents just another copy of the denial I was told that was all the documents they had. To this date XXXX/XXXX/2016 they have still not given me back my money and seem to be giving me a run around. I would like my money back I did not authorize the transactions or take part in anything and have done everything that they have asked me to do! CHECK CARD PURCHASE XXXX XXXX # XXXX XXXX GA for {$520.00}, CHECK CARD PURCHASE XXXX # XXXX XXXX GA for {$450.00}, and CHECK CARD PURCHASE XXXX # XXXX XXXX GA for {$200.00} all the transactions were made on XXXX XXXX, 2016. I would like my money returned
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30741
Submitted Via: Web
Date Sent: 2016-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: After reviewing my Home Equity Account that I have had with SunTrust for over ten years, I requested an audit. I have been making additional principal payments and these payments have not always been applied properly. According to my review, SunTrust has adjusted payments, and applied interest to those payments. Those payments should have been applied as principal only. According to my records, my current balance does not reflect all the principal that should have been applied to the account. I have called the Home Equity Department at SunTrust starting on XXXX XXXX, XXXX and have received the worst customer service responses to my request for an audit. I have made over seven calls to the department in less than 30 days. Each time being told it would two days to review, each time when I called back for a response to my inquiry, I was being asked the same question over again. " Why do I want an audit done ''. Each time not being given any additional information to my request ( which should have been completed in two days ). Each time being informed that they needed specific examples/additional information to why I am requesting an audit -- before they can do an audit. The customer service representatives were courteous. Unfortunately, the department 's responses were ineffective When I provided just one specific example/information -- - A payment of {$950.00} should have been applied as principal only but interest was taken out. When I call back on XXXX XXXX, for a resolution to this one example, I was advised by the representative that the back office advised that it went back too far, and that they made the adjustment in XXXX. I advised that no adjustment was made in XXXX, XXXX. The representative agreed that she did not see any adjustment either. I have been paying more than the minimum payment for more than three years -- and it is not acceptable that these payments were not applied correctly and in accordance to banking laws and regulations. After attempting to work with SunTrust, I am formally writing to request an audit of my entire account. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28213
Submitted Via: Web
Date Sent: 2016-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a conventional, fixed-rate mortgage with SunTrust Mortgage. They have an escrow for my city/school taxes and homeowners insurance. When my homeowners policy was being paid for, SunTrust paid out the amount of the policy twice - one to the correct insurance company and one to the incorrect insurance company who I do n't have any business relationship with. I 've notified SunTrust of the mistake immediately on XXXX XXXX, they acknowledged that the payment should not have been issued twice, but since then I 'm not able to get the incorrectly issued payment refunded to my escrow account. Phone customer support is not helpful and makes continuous mistakes in handling my issue. Numerous times I was given promises of customer support to call me back, but was only called back twice. I 've escalated the case numerous times but as of XXXX XXXX there is still no refund. I 've asked to talk to the SunTrust Mortgage management, and was told that they would call me back - but they have not called back. I 've filed a complaint with the customer service in SunTrust, but they just closed the complaint form without contacting me and without any comments about the complaint resolution. The customer service that I 've received is terrible - SunTrust Mortgage paid out money from my escrow to a completely unrelated company but is not refunding me that money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18966
Submitted Via: Web
Date Sent: 2016-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No