Date Received: 2016-08-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I bought my home in XXXX XXXX. I have a fifteen-year fixed rate mortgage ; 3.2 % financing. City taxes paid to SunTrust Mortgage per pg. XXXX line XXXX were {$600.00} ; taxes owed were {$680.00} resulting in a difference of {$86.00}. On pg. XXXX line XXXX & XXXX, XXXX XXXX ( seller ) and I split costs for the property taxes ; we each paid in {$360.00} to total {$720.00}. Lines XXXX & XXXX show we each paid in {$350.00} to total to {$700.00} for the county property taxes ; I do n't know why these amounts are different from what the bank received. I think I prepared my excel spread sheet based on what we both paid in. The XXXX city property taxes according to the records provided by XXXX XXXX were paid on XXXX/XXXX/XXXX. XX/XX/XXXX, the people at SunTrust Mortgage notified me that my City of XXXX property taxes had not been paid for XX/XX/XXXX, this was NOT true. This is the only adjustment to my escrow account, other than a fifteen-dollar refund check I received from XXXX, my home owner 's insurance has remained as calculated at closing. I simply paid my timely payments based on the amortization table provided to me at closing ; payment of {$660.00}. On XXXX XXXX, XXXX, I did start paying an increased amount of {$670.00} to adjust to the increase in my city property taxes ; my home owner 's insurance and county property taxes remained the same. However, the people at SunTrust Mortgage have taken a total of approximately {$770.00} out of four separate timely made payments, claiming a " repayment of an advancement they gave me for my XX/XX/XXXX city/county?? Property taxes ''. I never needed an advancement because both my city and county property taxes were accounted for and paid at my XXXX XXXX closing. Since they claimed this advancement they put all subsequent timely payments I made and put them in suspension claiming I was short paying my mortgage. I never paid late fees. To make matters worse, they 've repeatedly refused to provide me with a SunTrust Mortgage manager 's email so I could enjoin the manager with XXXX XXXX of XXXX XXXX. She has stated in writing via email my taxes were accounted and paid. I 've provided all documents to support my figures. I 've also provided letters from SunTrust Mortgage in which I only agree with their XXXX, XXXX, XXXX letter, page XXXX paragraph XXXX ) QUOTE " Neither of the escrow refund checks sent to you were cashed. '' Again, I simply made my timely payments based on the amortization schedule provided to me at closing. If you read the letters I 've provided to you from SunTrust, you will conclude they have deliberately made a " mess of my escrow account in an attempt to confuse me into paying extra monies to them. '' Once I get this mess straightened out and my credit restored I will apply to have my mortgage refinance with a reputable mortgage company. They started this nightmare just months into my making my timely payment by insisting I pay extra monies into my escrow account, increasing my payment from {$660.00} to {$690.00} and even {$730.00}. In their XXXX XXXX letter, pg XXXX para XXXX, they claim their vendor had to pay my XX/XX/XXXX COUNTY property taxes totaling {$680.00} ( they told me it was CITY ) so I owed monies for this. Per XXXX XXXX property tax records provided to me by XXXX XXXX, my XX/XX/XXXX XXXX taxes in the amount of {$580.00} were paid on XXXX/XXXX/XXXX. They go on and on with their GIBBERISH from attempting to collect more for my home owner 's insurance ( over {$400.00} ) to claiming they have to give me an " advancement '' to cover my city/county?? Property taxes, I believe, to confuse me. This is why I paid according to my amortization schedule provided me. I 'm not going to have my livelihood illegally attacked simply because SunTrust Mortgage hires incompetent employees!!! Not only do I pay my bills timely, I pay them off. I will upload this entire letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37912
Submitted Via: Web
Date Sent: 2016-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a relaitvely small XXXX XXXX mortgage on a property in XXXX XXXX XXXX, GA, that is managed by SunTrust Mortgage. SunTrust consistently makes errors in the management and billing associated with the mortgage. Each time they do so it takes a great deal of time and effort to get the problem, no matter how small, addressed and eventually solved. Not surprisingly, the errors always favor SunTrust, not me. Early this year because of a shortfall in the previous year 's assessed escrow, SunTrust gave me the option of paying a lump sum to bring the fund in line, or a higher monthly rate going forward to address the deficit. I chose to make a lump sum payment. But they failed to allocate it properly and thus claimed my subsequent monthly payments were short and subject to additional fees. After numerous letters and phone calls they finally acknowledged their error. But meanwhile they tacked on a small fee ostensibly pertaining to an inspection or appraisal they intended to do to the property -- which was never done, or at least they never reported the outcome to me. Neverthelss, they continue to take on a small fee related to it : {$4.00} per monthly lately. Each month I call and demand that they remove it and they do so after eating up a half hour or more of my time. Each time they assure me that the problem will be corrected, but the fee shows up again the next month -- most recently in my statement dated XXXX/XXXX/2016. I am coming to believe that SunTrust willfully makes it needlessly difficult for customers to resolve problems on their loans when those problems benefit the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21217
Submitted Via: Web
Date Sent: 2016-08-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-25
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My complaint is that Suntrust bank has been processing my transactions in order from highest to lowest, rather than real-time. I further find them responsible for the following. a. Does not obtain affirmative consent from its customers prior to processing transactions that will result in overdraft fees ; b. Does not alert its customers that a debit card transaction will trigger an overdraft fee, and does not provide its customers with an opportunity to cancel such transactions ; c. Manipulates and reorders. Transactions so that it can increase the number of overdraft fees it imposes ; XXXX Manipulates and reorders debits from highest to lowest in order to maximize the number of overdrafts and, consequently, the amount of overdraft fees ; e. Imposes overdrafts and overdraft fees '' when, but for reordering transactions, there would otherwise be sufficient funds in the account ; XXXX Fails to provide customers with accurate balance information ; g. Delays posting of transactions by customers using debit cards so that customers are charged overdraft fees on transactions, even though the customers had sufficient funds in their accounts to cover the transactions upon execution ; h. Charges exorbitant overdraft fees that bear no relationship to the actual costs and risks of covering insufficient funds transactions ; In lieu of the above on XX/XX/XXXX I contacted the bank for the overdraft fees against my account. Prior to this I received notice that no fees would be charged if I made a deposit by XXXX XXXX, XXXX : which I did for {$30.00} on XX/XX/XXXX to make my account in the black. XX/XX/XXXX Transaction Total Transaction : {$1100.00} Total Deposits : {$1100.00} My Actual Balance : {$3.00} Bank Balance : ( {$140.00} ) Bank Overdraft fees : {$100.00} A message was sent on XX/XX/XXXX based on this fact and that the overdraft was caused by in accurate information via my cell phone with amount available which caused my overdraft with details.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37207
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-24
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I am very devastated of how Sun Trust has handle my loan. I was forced to re-applied numerals times because Sun Trust keeps using the wrong income. I have provided my bank statements for proof of the money I get paid doing carpet installments. I also informed my lander that I don not have any company expenses because they provide me all the materials and tools so I can do the labor. I also told them many times that my home is severely under water by - {$130000.00}. Sun Trust keeps stating that I dont have enough for an affordable mortgage payment. However my monthly income is {$4100.00}. and SunTrust only used {$3400.00}. to review my loan they are purposely doing this to me so I wont be eligible for a government modification. At this point I was forced to appeal but they always deny my appeal for the same reasons. I do not want to lose my house due to my health it was impossible to keep up with my mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60639
Submitted Via: Web
Date Sent: 2016-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-23
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Between XXXX 2016 and XXXX 2016 Suntrust Bank has charged me more than {$500.00} in overdraft fees caused by their policy of reversing debits to increase the number of fees that they can charge. Some of the debits that they reversed on my account were days old before they reversed them. Some of these charges were less than {$10.00} and incurred charges of {$37.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2016-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-22
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Attempted to deposit {$240.00} at Suntrust authorized ATM ; {$60.00} was returned. Submitted a claim the following day and received a temporary credit of {$180.00}. About two days I ago received a letter that claim was denied. I called the fraud department and asked if cameras were used when investigation was conducted, manager said that he was not the one that conducted the investigation and could not say for certain whether the camera was reviewed. He did advise that I can submit a rebuttal form ; which I did. That process takes 60 days to process. I also requested the documents as to how determination was made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have banked with SunTrust bank for nearly 20 years, in addition to having XXXX with them for 5 years and being one of their most decorated XXXX in XXXX, FL ( SunTrust XXXX ). After having XXXX and banked with them for so long, I received a letter in the mail stating my accounts were set to be closed and no further information about this decision could be given -- and that the decision was " irrevocable ''. I received the same letter last year from XXXX XXXX in Client Services, but was able to overturn the decision based on the fact they KNEW me and their issue at the time was incoming wire transfers from XXXX XXXX. I explained that I obtained a job in XXXX XXXX as a XXXX. I was simply transferring part of my salary, once a month, to SunTrust. It was black and white and I told them I could send them my employment letter and proof of income, if needed. A week later, they stated all was well and that my accounts would remain open. Now, one year later, I received the same account closing letter. My father wired in {$200000.00} from abroad 3 months ago. My father XXXX and I let SunTrust know the wire was incoming and contacted the branch manager to make sure she was aware and also to let me know if there were any forms or documentation they needed from me. At that point, the branch manager stated all was well and convinced me to open a money market account to keep part of the money in, which I did. She also stated I should use my checking account more often since SunTrust is such a convenient bank, which I ALSO did. I routed some of my business direct deposits through the account ( since I was a sole proprietor and the business was simply in my name, she stated that would be okay ). I shared with her my online store addresses, which were adequately successful and which were the source of my deposits. So I started receiving my earnings in my SunTrust account and moved things around to make it my primary account. Next thing I know, two weeks ago, my internet banking could not accessed. I called in and they say a letter has been sent to me stating my accounts were set to close. Reason? None given. I spoke to a VP in Client Services named XXXX XXXX who provided no explanation or reason, and that my account would simply be closed. This happened after I received {$200000.00} and after I opened a money market account with them, at their request, and after I started receiving my deposits primarily through SunTrust. The inconvenience this caused was significant and nearly crippling the short term, and the fact they even asked me to open further accounts then closed them was a slap in the face, especially since I 'd also banked with them for so long AND XXXX for them too. My account has been exemplary, no overdrafts, never any issues. I believe the closing is purely an emotional decision made by someone who did not study my case properly, or someone who has shown bias to an XXXX XXXX name ( even though I am actually XXXX ). I had {$100000.00} in the bank when they closed the account, most of it sitting idle in a money market account. I am certain this is a story the media would devour, but I prefer going a more civil route. For now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77043
Submitted Via: Web
Date Sent: 2016-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-21
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I paid my car loan off with SunTrust bank in XXXX 2014. To date they report to XXXX that I owe them & XXXX. They mailed me a lien release letter & I have title to the car! They insist their records are accurate. I 've been fighting with them since XXXX, personal visit to bank, phone cal mail & fax letters! I just received a letter today stating my account is being reported accurately. Help, this is lowering my credit score! I'am at my wits end. XXXX removed this from my file, XXXX is still showing {$11000.00}! Help please, I 've paid dearly due to the real estae crash & I want this cleared up. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2016-08-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-19
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX/XXXX/2016, I submitted a dispute with Suntrust Bank in the amount of {$33.00}. The dispute was against an authorized payment to XXXX and for signing up for website services. On approximately XXXX/XXXX/2016, my business website was abruptly shut down and taken offline by XXXX. I never received any prior notice or warning that my website would be deactivated and this occurred after I had made a monthly recurring payment of {$9.00} and the initial set up fee of {$33.00}. XXXX breached the terms of the agreement between itself and I in shutting down my website. My business suffered as a result of my website shutting down. Therefore, I filed a dispute with Suntrust Bank for the return of my money. Suntrust Bank has neither taken any action on my dispute nor provided feedback to me. It has been more than 90 days and I have no idea what the status of this dispute is.
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: 2016-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I called Suntrust Mortgage Escalation Resolution Team on XXXX/XXXX/XXXX and was put on hold and then was told the team researching my case was n't available and they would call me back. They had not called me as of of XXXX/XXXX/XXXX, so I recalled them and was told no one would speak to me, my case was closed, sorry if I did not like the outcome by XXXX XXXX. This was per XXXX XXXX, Vice President of the Escalation Department. This is consistent in their lies and misleading conversations and promises to recall you. I began contacting Suntrust Mortage in XXXX XXXX in reference to a {$400.00} principal reduction to my account. After many request for information, phone calls and being ignored, I sent a registered letter to them in which it stated : It has been brought to my attention that Suntrust Mortgage has been submitting to credit bureaus late and pre-forclosure information for XXXX, XXXX and XXXX in regard to this loan. While on a repayment plan, paying the required monthly loan payment as well as additional funds to go toward a loan payment plan which began on XXXX XXXX, XXXX and ended upon completion XXXX XXXX, XXXX. ( I made all payments on the repayment plan as required as well as XXXX XXXX payment ). Credit reports state that foreclosure proceedings began in XXXX. We entered into a repayment plan to become current on this loan on XXXX XXXX, XXXX after employment loss and business loss. We completed the plan as agreed to and required, to become current on our loan. I have enclosed a copy of my customer activity statement showing the payments made and documentation of Suntrust 's activity to pay themselves late fees instead of applying the loan payments made to my mortgage. In no way was this communicated to me, that my funds would not go to my loan. I have each and every letter and communication with Suntrust documented in regard to this. After I completed the required payments and additional funds required each month for the repayment plan, Suntrust, on XXXX XXXX, XXXX payed themselves, unbeknownst to me, late charges. In XXXX they also payed themselves property inspection fees, and attorney advances. I received a notice on XXXX XXXX, XXXX that I had defaulted on my loan and it listed XXXX to contact if I had questions in regard to the foreclosure, of which I did and was told there was no forclosure. Suntrust defaulted me by not applying my loan payment funds to my loan and not disclosing this to me. I was current on my loan. No where or no one stated any thing in regard to the late fees being paid during this repayment plan, no one ever discussed being foreclosed on for not paying late fees. I was made aware of the credit reporting misinformation on XXXX XXXX XXXX when declined for a refinance at Suntrust, after initially being told we qualified for this refinance. I was approached by a " chat box '' during a log on of my account to do a refinance. Suntrust did XXXX hard inquires on my credit, corrected the pre- foreclosure information on the credit report, and then denied doing so, however I had the copy of the credit report before and after the conversation to prove their lying to me. This erroneous information has caused a great deal of time being spent explaining each and every time the details. The attorney costs, title search, and market analysis fee from XXXX and in addition, it is now come to my attention, it is costing me a great deal of money, given the credit bureau reporting that I was in a forclosure, when I was current on my mortgage. How much have I been paying in excess for their wrongful reporting and lowering of my credit score?? At the very least, Suntrust should refund the fees they forced me to pay in XX/XX/XXXX, as they have acknowledged this by correcting the credit report, and then denying it. Not a principal reduction, but back to me as I was forced to pay it out of pocket.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65802
Submitted Via: Web
Date Sent: 2016-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes