Date Received: 2016-07-30
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX/XXXX/2016, I deposited a third-party check into my checking account at Suntrust Bank and received cash back in the amount of {$350.00}. I countersigned the check. Myself and the individual whose name the check was originally made out to signed the check in the presence of a bank teller and also presented valid state-issued identification to the teller. At the time, my checking account balance was {$4.00}. On XXXX/XXXX/2016, I discovered that a 7-day hold had been placed on the check. This meant that I would not have access to the funds until XXXX/XXXX/2016. Had I been informed by the teller of this hold, I would not have deposited the check into my account. In addition to the hold, a maintenance fee of {$7.00}, which I have never paid during the entire time that I owned the account, was charged against my checking account. Because I had a beginning balance of {$4.00} and received cash back in the amount of {$350.00} at deposit of the {$4500.00} check, my account is presently at a negative of {$350.00}. Here is a breakdown of the transaction : {$4.00} ( beginning account balance ) - {$7.00} ( maintenance fee ) = $ XXXX $ XXXX ( negative balance following maintenance fee ) + {$350.00} ( cash back at deposit ) = $ XXXX As you can clearly see, I did nothing wrong in depositing a check into my checking account. The purpose of a personal checking account is avoiding fees associated with cashing a check where I do not bank. Suntrust Bank failed me on multiple levels including failure to disclose a maintenance fee. If it were not for the maintenance fee, my account would not have gone into negative status. As a result of the negative account balance, I will now incur a {$36.00} fee from the bank.
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: 2016-07-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-29
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I co-signed for a auto loan for my daughter XXXX with suntrust bank. Then approximately 2 years went by and I was trying to get a mortgage to buy a home through another bank, and when they checked my credit I had a bad score because of a late payment filed by sun trust bank. Sun trust bank did not contact me to order me to make the payment. If so I would have promptly paid them. They put out a damaging report however as if they had.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2016-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust Mortgage sends my mortgage statement more than 4 days past the grace period. For example ; my XXXX statement for which payment is due XXXX XXXX arrived at my home on XXXX XXXX. SunTrust mortgage has a grace period of no more than 16 days from payment due date. My statement is dated XXXX XXXX indicating the statement was generated 3 days after the grace period ended and arrived at my home 8 days after it was generated. This violates the rule stating that a mortgage servicer has to provide a borrower with a statement no more than 4 days after the grace period for the previous month has expired. My loan is a 30 year fixed mortgage which falls within the statutes of the lender statement delivery rule.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10954
Submitted Via: Web
Date Sent: 2016-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have received over 30 calls in the last 20 days from Suntrust Mortgage to collect a debt on my mortgage account. It is documented on my cell phone. It is intentional harassment, which is part of Suntrust business practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-28
Issue: Billing statement
Subissue:
Consumer Complaint: I paid {$1000.00} on Suntrust personal credit card on XXXX/XXXX/2016 at the local branch. After I paid, the bank clerk gave me the confirmation numbers. Few days later, I received the confirmation letter on XXXX/XXXX/2016. However, I received the letter of rejected payment and charged me {$37.00} late fee. I called the credit card service and they said it was local bank 's fault. Therefore, I did visit local bank where I made my payment. Representative XXXX XXXX helped me to waive the fee through a conference call in her office. I received XX/XX/XXXX bank statement and they still have not cleared the fee. I called the credit card company once more they said they do n't have record so I have to revisit the local branch in order to remove the fee. I work XXXX to XXXX everyday. I ca n't visit twice due to my job schedule.
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: 2016-07-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-27
Issue: Dealing with my lender or servicer
Subissue: Don't agree with fees charged
Consumer Complaint: Sun Trust Bank is XXXX of the lenders for my student loans. There was a period of time in which I was unable to pay my loan and it became delinquent. This was due to the death of my youngest son, the XXXX of my oldest son with XXXX, followed my the death of my Dad.. Subsequently, I was contacted by a company representative to make minimal payments of $ XXXX {$10.00} per month, in order to return my account to good standing. Given the circumstances, I jumped at the opportunity. Once my account was returned to good standing, I applied for a student loan consolidation. As a result, I discovered that the balance for Sun Trust Bank had been increased by approximately & XXXX, which was significantly more than the original amount I borrowed to take courses at XXXX University. Although I did bring this to the attention of a FSA representative while requesting assistance with the loan consolidation process, I was informed that nothing could be done. It 's incorrigible that any financial institution would be allowed to take advantage of a person to this extent. My goal is to complete my degree and pay my student loans. However, it 's unethical to charge such an excessive amount of money in the name of providing assistance to someone that is experiencing an extreme financial and emotional hardship. Please advise what, if anything, can be done to resolve this issue. Thank you. XXXX XXXX XXXXXXXXXXXX XXXXXXXXXXXX XXXXXXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08046
Submitted Via: Web
Date Sent: 2016-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Suntrust mortgage ( SMI ) incorrectly adjusted mortgage based on 30-day LIBOR, not the documented US Treasury index. As a result, the mortgage was overpaid. I contacted SMI who initially denied such error, but after pressure admitted to the error. I was advised by SMI to temporarily stop payments on both subject loans so that the SMI research team could recalculate interest and balance the accounts. Calculated overbilling and overpayments as determined by SMI research dept, were in excess of {$1600.00}. In the meantime, SMI loss mitigation division began to initiate foreclosure proceeding for non-payment. Daily phone calls, mortgage foreclosure packages and even site visits by inspectors to the property were conducted by SMI. I begged SMI to make my monthly payments to stop the harassing foreclosure calls, letters and site visits, even though I was overpaid by {$1600.00}. Finally they agreed to internally contact their loss mitigation team and figure a way to correct their internal reporting and customer communication issues. Simultaneously I had a SMI mortgage loan officer trying to sell me a no-doc mortgage refinance of both loans. After over 4 months of near daily communication trying to resolve this issue, I was finally able to get in touch with the SMI Customer Delight Manager. This individual took ownership of the problem and began coordination of the following departments within SMI : Research, Loan Operations, Loss Mitigation and Office of the President. At the direction of the Customer Delight Manager SMI chose to cease all communication with all departments within SMI and to the customer Nearly five months after SMI was initially contacted, the loan was readjusted to the proper US Treasury index and the interest overpayment was rebated ( and then I chose to modify to fixed rate. ) XX/XX/XXXX regularly scheduled monthly mortgage payments were made via electronic bill pay service as is the normal delivery practice. SMI noticed me of formal default and pre-foreclosure proceedings in a letter dated XXXX XXXX, XXXX. There was no courtesy notice that the payments were received or not received. I immediately contacted the financial institution that sent the regularly scheduled monthly electronic payments and they noted there was an issue in sending the payment to SMI. I immediately contacted SMI and explained the situation and made both the XXXX XXXX and XXXX XXXX payments in full XX/XX/XXXX. After talking with several levels of management at SMI XX/XX/XXXX, they advised me that there was an " NON-CUSTOMER AUTHORIZED flag on both of the subject accounts NOT TO CONTACT THE CUSTOMER for delinquency purposes. '' The SMI manager stated that this was an account flag placed by a SMI employee to stop foreclosure contact processes as a result of the prior problem noted above. I was informed by this manager that this " flag '' should have been removed upon the original resolution of the problem above. The SMI manager stated it was a bank error, removed the bank imposed no contact flag, adjusted the accounts and rebated the late charges, as he stated that XXXX made an error and should have contacted me via phone and not sent out default/pre-foreclosure notices. I was thankful for his assistance in resolving the bank 's error. Now, many months later it has been brought to my attention that SMI reported that my co-borrower and I were 30-days late for the XXXX XXXX loan payments to the XXXX major credit bureaus. SMI was contacted on numerous occasions and given the opportunity to resolve. They promised a letter opening the case and a resolution letter, none have been received. Numerous phone calls have either been disconnected or messages ( person, voice & mail ) have gone unanswered. SMI takes no responsibility and refuses to even return phone calls. SMI must resolve this situation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2016-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: SunTrust mortgage violated court order and illegally evicted my family from our home with no notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2016-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage with Suntrust Mortgage. Suntrust has a 15-day grace period on payments. As a result of an oversight, I neglected to send a payment that was due on XXXX XXXX, 2016. SunTrust has not sent statements on a regular basis. For example, I received a statement dated XXXX/XXXX/2016 with a Payment Due Date of XXXX/XXXX/2016 ; however, when I missed making that XXXX/XXXX/2016 payment, the next statement was not issued until XXXX/XXXX/2016 when the 15-day grace period was up and a Late Charge Assessment of {$70.00} had been applied. I still had not received the new statement when SunTrust called me on XXXX/XXXX/2016 and told me that my payment due on XXXX/XXXX/2016 had not been received and ton XXXX/XXXX/2016, a Late Charge Assessment had been applied. Over the telephone, I authorized an immediate withdrawal from my checking account to cover the overdue payment and the Late Charge Assessment. Had I received a statement dated XXXX/XXXX/2016, that would have shown that I had not sent the payment that was due on XXXX/XXXX/2016, and I would have had time to make the payment and avoid the Late Charge Assessment. After I received the Late Charge Assessment on XXXX/XXXX/2016, I checked the dates of statements from SunTrust because I knew they were irregular, but did n't know why. After checking, I realized that SunTrust sent a new statement only when they received a payment. If SunTrust did not receive the payment by the Due Date, they would wait for the 15-day grace period to pass before sending a new statement. In this latter case, the result was that statements could be sent up to one and one-half months apart, which allowed SunTrust to apply a Late Charge Assessment before the customer learned that the payment had not been made. I called SunTrust this morning ( XXXX/XXXX/2016 ) because I had not yet received a statement with a Payment Due Date of XXXX/XXXX/2016 and I need the coupon to send the payment ( I realize the check can be sent without the coupon, but SunTrust asks that the coupon be included with the payment ). The previous statement, with a Payment Due Date of XXXX/XXXX/2016, was dated XXXX/XXXX/2016. I was informed that the new statement ( with Payment Due Date XXXX/XXXX/2016 ) was issued on XXXX/XXXX/2016. I have not received this new statement today ( a Saturday ), so the earliest I can receive it will be Monday, XXXX/XXXX/2016. This probably leaves insufficient time for my check to be mailed and reach SunTrust before the Payment Due Date of XXXX/XXXX/2016. When I called SunTrust this morning, I asked about the irregular timing of statements. The person I spoke with told me that customers had been having problems because new statements were not issued until the previous payment was received, so, as of now, SunTrust will send statements on a regular basis. I asked if the Consumer Financial Protection Bureau had allowed SunTrust to send statements on an irregular basis and was told that SunTrust does everything according to federal regulations. It appears that SunTrust was purposefully sending statements irregularly, only after payment for the previous statement was received or, when payment was not received, they waited until the 15-day " courtesy period '' for late payments had passed and then sent the new invoice once the Late Charge Assessment had been incurred. If SunTrust had sent statements on a regular, monthly basis, people like me who simply overlooked making a payment would be alerted when they received a new statement and would have made the forgotten payment within the grace period, thereby avoiding the Late Charge Assessment. Was SunTrust was acting within the CFPB regulations regarding the irregular timing of sending my statements and in the application of the Late Charge Assessment on XXXX/XXXX/2016? Also, has the CFPB changed the regulations regarding timing of statements to require mortgage companies to send statements regularly ( on the same date ) once a month? Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2016-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-22
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I am a XXXX on limited funds. On XXXX XXXX, I deposited my payroll check into the ATM prior to going on a XXXX trip on a Friday. I used my bank card for expenses while on the trip over the weekend. I did n't realize that my deposit showed {$0.00}, vs the over {$410.00}. SunTrust then reshuffled my transactions and my put my deposit on the end and charged an NSF fee for all transactions the next business day. By the time all Fee 's were assessed, the total fees are {$430.00}, ON TOP OF THE TRANSACTION 'S I made. Over the weekend ( XXXX XXXX ), I deposited a XXXX payroll check for {$110.00}. With all XXXX payroll checks deposited and the transactions, my account is now in the negative over {$300.00}. Again, as a XXXX trying to save money to return to school in XXXX, this is a MAJOR setback! I am thoroughly disappointed in how Suntrust has refused to refund the NSF charges due to them not adding my payroll checks. This will take me WEEKS to recoup this money and unfortunately, I do n't have this kind of time as books need to be purchased in a few weeks. I am BEGGING for some assistance with this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2016-07-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No