Date Received: 2016-07-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I managed a Trust Account through SunTrust Bank ; the Trust Account was established in XXXX XXXX. XX/XX/XXXX, the account was compromised when a check was intercepted and the original payee changed. I reported the fraud to the bank and XXXX XXXX XXXX, Personal Banker, was very helpful throughout the process. I requested that the old account be closed and a new account opened on XXXX XXXX, XXXX to avoid any future fraudulent activity. I submitted the same documents when I opened the original account to the Trust Department for review. Upon reviewing the document, they requested proof that the Will has been probated. I submitted the final document I received from the Orphans ' Court for XXXX XXXX County, Maryland. This document was also rejected -- now perplexed, I called the attorney whom probated the Will and was instructed to submit the original Letter of Administration from the State of Maryland and was further instructed to inform the bank that probate in the State of Maryland is not settled under seal, therefore, no court seal exits for the final accounting of the estate. I submitted same to the bank on XXXX XXXX, XXXX and got the manager of the branch involved in the matter. I received a called from XXXX XXXX this afternoon notifying me that the Trust Department rejected the information presented and that they are closing the new account and transferring the funds back to the original account where the fraudulent activity occurred. They refuse to speak with my attorney.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33351
Submitted Via: Web
Date Sent: 2016-07-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: when I went to get my pay off om my mortgage it was listed as XXXX principal and they told me even if I pay it off I will still owe them XXXX dollars interest and it will make my pay off XXXX dollars why can a bank do that to a customer and other loan company 's can not? what part of out sick government lets them do such things to a hard working citizen of this country?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2016-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage changed hands XX/XX/2016. The new mortgage holder is sun trust mortgage in XXXX XXXX We have been paying our mortgage for years using automatic bill pay from our bank, XXXX XXXX . To pay the new payee for the first payment on XXXX XXXX, I changed the bill payee to Suntrust mortgage and updated the mailing address for the payment. Unfortunatly- I did not update the account number and left the account for our old mortgage in the memo section of the check. The money was debited from our account. Suntrust claims never to have received the payment. They are calling us delinquent on our mortgage. When we caught the error we updated the account number, and have paid every month since ( XX/XX/XXXX-XX/XX/XXXX ). We have not missed payment. We have had countless phone calls with Sun Trust and claim numbers as well as escalated claim numbers related to this issue. The company continues to telephone us demanding the 'delinquent ' payment. It is now bordering on harassment. We have spent time on the phone with XXXX XXXX, and in the local XXXX XXXX branch. We have faxed the paperwork which was asked for by Suntrust on multiple occasions. XXXX XXXX has sent the paperwork directly to Suntrust as well. Each time we speak to Suntrust, they tell us they will have an answer in 36 hours and to call back. When we call back they claim to know nothing about any paperwork which we have faxed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an account of Suntrust XX/XX/XXXX because I see a promo while I visit the branch. The banker lied to me he put the code for me to get the bonus, but actually he did not at that time because he thought I was not eligible. He is XXXX, Financial Services Representative at XXXX XXXX In-Store. What a joke he wanted me to have direct deposit first and then he used the code for me to get the bonus whereas the printed term mentioned the opposite step ( enroll promo program with the code, made direct deposit requirement to get bonus ). ( the fact is even I do not make the requirement, there is nothing to do for the fact that he did not put the code as I mentioned. It is absolutely his fault, especially he told me he put it in.It turned out he did not forget but cheat to client ) Be careful of the this address, it is hidden in XXXX, Mail Code XXXX XXXX XXXX XXXX, XXXX, TN XXXX. There is not much banker, you are very highly possible to meet him and you will be crashed. After my several call and investigation with phone service, he finally admitted he lied to me and viewed my profile and did re-enter the code which he should do it 2 MONTHS AGO. I got confirmation message from the secure message system about the fixing problem, I have to wait 8 weeks to have the promo. ( so I have actually longer time, if we counted at the beginning moment I met the requirements ). Then I find out he made tricky to my saving account, too. He violated the FEDERAL LAW to withhold my tax in saving account. I am not US Citizen but US person, under my country - US treaty, I should not pay tax of interest at some beginning amount, in other word. I should not withhold tax, but have XXXX form for me to report tax, as any normal people did. I asked him to change the withhold setting and let me have the form, he refused to do it and mentioned I shall call IRS to do the SUNTRUST account TAX withhold setting. I asked to complaint for their saving account setting error, he made up stories for me and refused to put the words as I said. He wanted me to do that complaint form by his word ( who know what he said, he wont even let me look at his screen ) and refused to further help me. It is only because at that moment here are some white people waiting for him to help. I am XXXX, he is XXXX,, but can you not help the front people solve problem, and then try to help next one at the back? The clearly racial discrimination is the only reasonable explanation. Seriously, be XXXX % care to deal with the banker XXXX. I do not show his full name for his privacy, but you know who I am talking to if you get to that branch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37931
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Mine is a V. A. Mortgage and XX/XX/XXXX I submitted an application to the Keep Your Home California ( KYHC ) Principal Reduction Program ( PRP ). It was approved and funds of {$62000.00} were disbursed to my mortgage lender, Suntrust Mortgage , Inc. on XXXX XXXX, XXXX. Prior to the KYHC PRP, my monthly V. A. mortgage payments were {$780.00}. The KYHC PRP regulations required Suntrust, on XXXX XXXX, XXXX do XXXX things at the very same time : 1- to lower my principal by the amount I was awarded, the {$62000.00} and 2-to lower my monthly V. A. mortgage payments to a maximum of XXXX % of my monthly gross income of XXXX ( from my V. A. XXXX XXXX XXXX XXXX XXXX ), which is {$400.00}. On XXXX XXXX, XXXX Suntrust never lowered my monthly V. A. mortgage payments until I kept insisting they do so and only because I contacted the U.S. Dept. of Veteran Affairs and KYHC for assistance in getting Suntrust to comply with these KYHC regulations. In clear violation of KYHC regulations and for two full months ( XXXX and XXXX XXXX ) after their XXXX XXXX, XXXX receipt of the {$62000.00} Suntrust continued to charge me the full monthly mortgage payments of {$780.00}. Then in XXXX XXXX Suntrust again violated KYHC regulations by again exceeding the XXXX % maximum of my gross monthly income, by charging me {$410.00} instead of the KYHC required {$400.00}. These XXXX clear and deliberate KYHC violations by Suntrust created an undue burden on me and I was unable to afford my monthly V. A. mortgage payments and this caused me a hardship of Their won creation. During these three months, Suntrust further harassed me by mailing me paperwork in which they wrote, and which specifically stated that they intended to foreclose on my home by forcing me to Short Sale my home for those three months of missed mortgage payments. I am reporting these violations of KYHC regulations by Suntrust and I am requesting that Suntrust Mortgage , Inc be investigated and held accountable for these deliberate violations which Suntrust themselves created and with which they tried to illegally foreclose on my home by forcing me to Short Sale my home and leave me, an XXXX XXXX and XXXX XXXX Veteran homeless.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95341
Submitted Via: Web
Date Sent: 2016-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Suntrust Bank provided written response to complaint XXXX stating a subpoena was received for release of my personal account information in XXXX. Suntrust identified in their response an attorney which has since hired legal counsel acknowledging no such subpoena existed and she found the statements. I have since discovered the employee from Suntrust Bank, XXXX XXXX has been terminated and Suntrust Bank is in denial or is simply trying to skirt past the fact my financial privacy was violated by testimony in open court as well as providing access to my bank statements in open court. The court docket and court reporter have recorded Suntrust testimony. Please share my complaint with all elected officials, federal and state agencies as deemed appropriate, I believe this action warrants a hefty fine and further compensation for negligence and misleading information to a consumer and a federal agency. The event in question took place in XXXX, not XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2016-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Suntrust Mortgage increased my mortgage payment twice in two months. The second time they did not inform me of the new payment amount until I received a notice saying that unless I Payed the extra amount I would be reported to the financial bureau for non payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95776
Submitted Via: Web
Date Sent: 2016-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-15
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: SunTrust bank has stolen money by assessing charges not needed on the account. I have a Business checking and on XXXX/XXXX/2016 a deposit was made of XXXX however, the bank took all my money claiming I owed fees. The account had a beginning balance of XXXX. It is a new account that I reopen because I have a small business. I delayed from having any real activities because I have been violated by XXXX bank and XXXX XXXX involving thousands of dollars in bank fees and over draft supposedly. However if the balance was XXXX and I spent XXXX how is it possible for a XXXX to be attached to me and furthermore how is it possible to accrue a fee at all XXXX than the XXXX maintenance fee for not having XXXX in the account. secondly there was another charge of XXXX and another fee of XXXX was added. The bank took all of the XXXX and justified it off of bogus charges. I did get fast cash back off of XXXX understanding a fee would be attached. I also was expecting and still expecting a large amount social security to be deposited in my account. when I asked the bank to pay XXXX XXXX they did not pay and charge me a fee of XXXX when their is a XXXX-card logo that could decline the transaction. I was charge another extended fee {$76.00} which was not discussed during the banking process. So all my money is gone. I also have had issues with my accounts in the past and the and the bank has been robbing every since please review these personal not business accounts which the branch manger did not give me. however, once you do your investigation. please investigate all history with this company and I am convinced that they have made me pay the bank a substantial amounts of money so I can keep my name clear from and fraudulently or what appears as fraud to myself. Personal I asked for my business account to the GM did not want or said he could not give me those even though my matter was dealing with a business account. XXXX, XXXX, XXXX, XXXX, XXXX, XXXX My telephone number is XXXX and my email is XXXXXXXXXXXX. I have been a victim of fees. I have also been a victim of XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30344
Submitted Via: Web
Date Sent: 2016-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have been a customer of SunTrust bank for more than 10 years. I have a personal and a business account with them. I run an XXXX XXXX XXXX XXXX XXXX XXXX. As part of my business, I have several developers that reside in XXXX and XXXX. I have started using SunTrust bank to send out wire transfer to XXXX XXXX to XXXX of the developers in the amount of {$4000.00} a month since XXXX XXXX. I did my first XXXX transfers at XXXX Bank XXXX XXXX in XXXX, VA in person with no issues. I then was advised to get a phone authorization so that I can do the transfers remotely. I did that and was able to do the final XXXX transfers via the phone. On XXXX XXXX, XXXX, I received an email from XXXX XXXX XXXX | XXXX XXXX - XXXX at SunTrust Bank inquiring about the purpose of my wires. I responded on XXXX XXXX stating that these wires were a payment for XXXX development work performed by XXXX XXXX, my contractor. I got a response from XXXX XXXX, thanking me for the information I had submitted. On XXXX XXXX, XXXX, I picked up a certified letter from SunTrust Bank 's XXXX XXXX XXXX where they informed that they will be closing all of my accounts ( business and personal ) within 10 days of the letter dated XXXX XXXX XXXX. There was no explanation for this action. I called the number provided XXXX and was told that I had to go the branch to get an explanation. On XXXX XXXX, XXXX I came to the SunTrust Bank XXXX XXXX in XXXX, VA and spoke to the Branch Manager who was the XXXX helping me with the wires before. He made a call to XXXX XXXX XXXX and found out that they made a business decision to close my accounts and deny me the right to open a new account because I make transfers to XXXX. I asked if I can open a new account if I stop making those transfers and I was told that their decision is final and they do n't want me as a customer. As a consumer I was not told that there was an issue with sending money to XXXX back in XXXX XXXX, I was not given a warning, and I am not being given enough time to sort through this situation. The bank has performed about XXXX transfers total for me with no issues. And now not only my business account is affected but so is my personal. I have all automated payments going in and out of both accounts. I do not have another business account to send to my clients so I can collect payment. The letter was dated XXXX XXXX, giving me only 10 days to close out my accounts. I had to go to the post office to pick it up, which happened on XXXX XXXX. Today is XXXX XXXX. Now I have 3 days to get a new account, get payments in there, transfer my money AND setup all the automated payments without missing payments. This is a huge issue for both my business and personal life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2016-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Suntrust Bank handles the donations that people give us for our non-for-profit. We mailed in a cash donation along with a check that had been handed to us from a donor. We mailed it as certified mail to ensure that it would arrive at the bank. The USPS has record of delivering the envelope with cash and check in it. The USPS declared after a corporate investigation that Suntrust Bank had received the envelope. The envelope with the cash and check is missing. The check was for {$2000.00} and the cash was {$500.00}. The check has since been cancelled, but the cash is still missing. My complaint is that we are out {$500.00} dollars cash, from what looks like theft while in Suntrust 's care or negligence from Suntrust by losing our deposit. Suntrust will not take responsibility for the money. Suntrust will not take responsibility for losing the envelope, the check and the cash. I have record of it being delivered to Suntrust bank by the USPS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80108
Submitted Via: Web
Date Sent: 2016-07-13
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No