SUNTRUST BANKS, INC.


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"Products" offered by SUNTRUST BANKS, INC. with at least one, but usually more complaints:

Bank account or service - (CD) Certificate of deposit
Bank account or service - Cashing a check without an account
Bank account or service - Checking account
Bank account or service - Other bank product/service
Bank account or service - Savings account
Checking or savings account -
Checking or savings account - CD (Certificate of Deposit)
Checking or savings account - Checking account
Checking or savings account - Other banking product or service
Checking or savings account - Savings account
Consumer Loan - Installment loan
Consumer Loan - Personal line of credit
Consumer Loan - Title loan
Consumer Loan - Vehicle lease
Consumer Loan - Vehicle loan
Credit card -
Credit card or prepaid card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose prepaid card
Credit card or prepaid card - Gift card
Credit card or prepaid card - Government benefit card
Credit card or prepaid card - Store credit card
Credit reporting -
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Auto
Debt collection - Auto debt
Debt collection - Credit card
Debt collection - Credit card debt
Debt collection - Federal student loan
Debt collection - Federal student loan debt
Debt collection - I do not know
Debt collection - Medical debt
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Non-federal student loan
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan debt
Debt collection - Private student loan debt
Money transfer, virtual currency, or money service - Check cashing service
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - International money transfer
Money transfer, virtual currency, or money service - Mobile or digital wallet
Money transfer, virtual currency, or money service - Money order
Money transfer, virtual currency, or money service - Refund anticipation check
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Money transfer, virtual currency, or money service - Virtual currency
Money transfers - Domestic (US) money transfer
Money transfers - International money transfer
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - Second mortgage
Mortgage - VA mortgage
Other financial service - Check cashing
Other financial service - Debt settlement
Other financial service - Refund anticipation check
Payday loan -
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Payday loan
Payday loan, title loan, or personal loan - Personal line of credit
Prepaid card - General purpose card
Prepaid card - Gift or merchant card
Prepaid card - Other special purpose card
Student loan - Federal student loan servicing
Student loan - Non-federal student loan
Student loan - Private student loan
Vehicle loan or lease - Loan

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Complaint ID: 2010679

Date Received: 2016-07-13

Issue: Application, originator, mortgage broker

Subissue:

Consumer Complaint: I applied for a home loan with suntrust mortgage, Sun trust pre approved me for the home loan and conditionally approved me for the home loan and now claim the applications incomplete. Sun trust delayed the closing of the home for over three weeks and all conditions where met and witnessed delivered. Sun trust keep adding condition to the conditions purposely delaying my home closing. further more they made me pay for an appraisal of XXXX that is worthless without financing. Sun trust also tried to make me pay for a survey of XXXX and I said I would n ot pay that there is a survey registered with the town. Suntrust sent me the application stating only 1 months income and 2 months bank statements they have demanded 2 month income I provided and 4 1/2 months bank statements that violate there own policy. Also I have an email clearly states I am paid XXXX this is a lie and wrong. I have been unfairly treated and denied a home loan that I clearly am overqualified for a simple approval, this is discrimination.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: NH

Zip: 038XX

Submitted Via: Web

Date Sent: 2016-07-13

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2008796

Date Received: 2016-07-12

Issue: Deposits and withdrawals

Subissue:

Consumer Complaint: On XXXX XXXX, 2016. I went online and removed the overdraft protection from my bank account. I received an email from Suntrust that stated. This notification is confirmation you have chosen to remove Overdraft Coverage from your account ending XXXX for ATM and one-time debit card transactions. This change will become effective within two ( 2 ) business days, On XXXX XXXX, 2016, Suntrust paid a transaction for me for {$1000.00} and I was charged a {$36.00} fee for this transactions. In addition, I have XXXX other {$36.00} fees. I did not authorized Suntrust to pay this. It was my mortgage payment but I plan to make arrangements with my mortgage company so I would not be in the hold. I expected the check to be returned unpaid and that what I wanted to do. Now my checking account is in the negative of {$1600.00}. When I get paid and my check is direct deposit, this is going to take my entire check and I am going to be in a lot of financial trouble. I can not afford for this to happen. I was just in a car accident, I have medical bills to pay and other utility bills to pay. I never expected this to happen and that Suntrust would pay this since I cancel the option or did not ask them to. In addition, I had Suntrust investigage charges of {$200.00} taken out of my account from a Health Club that took out the money to early. They basically did not do anything and said that the business did not wrong. I gave the documentation stating when it should have came out and when it actually did. Also, have since cancelled the service with the company. The company sent me an email showing that they could not find an account for me. I sent this to Suntrust also as part of my documentation. They still did not help me get my money back. I am tired of the fees that I am being charged and the bank charging even {$36.00} if I have a debit amount for {$13.00} that some how get paid.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: SC

Zip: 29681

Submitted Via: Web

Date Sent: 2016-07-12

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2008245

Date Received: 2016-07-12

Issue: Making/receiving payments, sending money

Subissue:

Consumer Complaint: I had a checking account with Suntrust to cover my Suntrust mortgage account automatically. The amount of my mortgage was XXXX. I allocated extra {$12.00} to be applied to the mortgage to round out the payment to {$430.00} per month. The next year the mortgage reset and increased by XXXX a month. I never authorized an automatic payment of {$430.00}, but that is what Suntrust took out of my account. Over time, this {$0.00} led to a deficit {$6.00} and set off a series of overdraft fees ( {$72.00} per month ) for each month it was overdrawn. Never signed up for overdraft either -- if checking account did n't have enough money, transaction should have been rejected? After attempting to settle and bring account back to balance, the overdraft amount of {$230.00} did not post in time, leading to another {$180.00} in overdraft fines. Again, without Suntrust calling/texting me to inform me of overdraft. These fees all resulted from a transaction amount I never authorized.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: CA

Zip: 94118

Submitted Via: Web

Date Sent: 2016-07-12

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2007538

Date Received: 2016-07-11

Issue: Loan servicing, payments, escrow account

Subissue:

Consumer Complaint: I had submitted a complaint a couple of weeks ago about SunTrust Mortgage, that pertained to misapplication of mortgage payments. This is a second type of complaint. I received a letter over this past weekend, dated XXXX XXXX, XXXX, informing me that my mortgage payment for XXXX was short by {$44.00}. It states that my mortgage payment is {$1300.00}. This was not true for the XXXX payment. Because of a need to increase the amount in my escrow, SunTrust had notified me that EFFECTIVE XXXX XXXX, XXXX, my mortgage payments would increase from {$1200.00} to {$1300.00}. I paid my XXXX payment of {$1200.00} ( that was misapplied to principle and this information appears in my previous complaint ) and paid my XXXX payment of {$1300.00}. In addition, I was informed that SunTrust has taken {$44.00} out of my escrow to cover the " XXXX shortage. '' So, now my escrow account is affected. I can not imagine that I have had so many issues regarding my XXXX account within the past couple of weeks. I have owned homes since XXXX in XXXX different states and have never encountered issues with my mortgage payments. I would like to know how SunTrust calculates anything pertaining to Finance. How can they even be in existence as a financial organization?

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: MA

Zip: 018XX

Submitted Via: Web

Date Sent: 2016-07-11

Company Response to Consumer: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2007305

Date Received: 2016-07-11

Issue: Loan servicing, payments, escrow account

Subissue:

Consumer Complaint: Our refi loan is subject to PMI. The loan was initiated in XXXX XXXX with XXXX XXXX XXXX, sold to XXXX within the first month, then sold to XXXX in XXXX of XXXX. Within the PMI Disclosure ( Fixed Rate Non-High Risk Loan ) signed at closing it gives two options for PMI termination. 1 ) upon 80 % LTV we can request termination of PMI and 2 ) automatic termination at 78 % LTV. The Original Value of the home based upon a XXXX appraisal was $ XXXX. In the case of the first, we requested termination in XXXX at which time an appraisal was requested by the lender who contracted with an appraiser, this is allowed by the terms of the PMI Disclosure. The appraiser did not know this market, was officed XXXX miles away, and pulled inappropriate comps leading to a XXXX appraised value of $ XXXX. We contested the value but determined the hoops to jump not to be worth the work and cost. We left the matter be as Option XXXX, automatic termination upon 78 % LTV based upon " the original value of the property '' was imminent. Suntrust now refuses to remove PMI stating the XXXX appraisal does not warrant removal. We have explained that the XXXX appraisal is immaterial as the Automatic Termination clause states " If you are current on your loan payments, PMI will automatically terminate on the date the principal balance of your loan is first scheduled to reach 78 % of the original value of the property, based solely on the initial amortization schedule for your loan and irrespective of the outstanding balance of your loan on that date '' - We are current with our payments and have never been late or delinquent. Further Original Value is defined in the Disclosure as " If the loan is a refinance loan, 'original value ' means the appraisal value of the property relied upon to approve the loan ''. As per the PMI Disclosure this date is XXXX XXXX, XXXX. CFPB 's assistance is required to ensure Suntrust Mortgage adheres to the terms of the PMI Disclosure they bought when they bought our loan.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: MD

Zip: 207XX

Submitted Via: Web

Date Sent: 2016-07-11

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2005443

Date Received: 2016-07-10

Issue: Loan servicing, payments, escrow account

Subissue:

Consumer Complaint: I have an interest only home loan that was to convert to principle and interest. I called in the past and was told the conversion date would be for the XXXX 2016 payment. I paid the normal payment amount in XX/XX/XXXX and apparently the information I had been given in the past was incorrect and my payment increased from approx {$2800.00} to {$3700.00}, a $ XXXX increase. I was not called and told that the normal payment was insufficient. I had no prior notice of the cost increase. Now, I am trying to pay the XX/XX/XXXX deficiency and the XX/XX/XXXX payment and I am unable to make a payment online or by telephone. I am going to be reported as delinquent and I do not think I should be since I was given incorrect information and no effort was made to reach me before the implementation of a late charge for the XXXX 2016 payment, let alone before the payment because delinquent due to the shortage amount. Clearly, there was a miscommuniciation on the amount due since I paid the normal monthly payment timely. I ask that they not report me as delinquent for XX/XX/XXXX as a result. I also ask that they not bar people who are delinquent from paying online or by phone. You say I 'm late, but wo n't let me pay? That is crazy. I also think it is terribly unfair given that I 'm supposedly 40 days delinquent and have n't received a single collection call to tell me so? This is especially hard to accept when I clearly paid the amount I normally pay - obviously this was a mistake. The risk of payment shock alone should have put XXXX on notice that extra attention should be paid to loans like this in its portfolio. It is terribly unfair and their prior discussions were very deceptive as to the payment date change. The key result desired, however, is for them to take the payment due and NOT report my account as delinquent. I am selling the home ( b4 XX/XX/XXXX for the sole purpose of avoiding the higher payments ) and buying a new loan and this will cause me great financial hardship in that I may not get my loan or it will be on much less favorable terms than have currently been made available.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: CA

Zip: 92028

Submitted Via: Web

Date Sent: 2016-07-10

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2004569

Date Received: 2016-07-08

Issue: Application, originator, mortgage broker

Subissue:

Consumer Complaint: I have a loan pending with Suntrust Mortgage for a refinance. Since XXXX, XXXX inquiries have been made by Suntrust Mortgage and XXXX Mortgage Services on behalf of Suntrust. I never authorize excessive credit checks by Suntrust and XXXX Mortgage Services on behalf of Suntrust. This is action by the lender and the credit reporting service is unethical and illegal. Please have them remove the excessive inquiries from my credit files XXXX. Thank you.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: DC

Zip: 20018

Submitted Via: Web

Date Sent: 2016-07-08

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2003248

Date Received: 2016-07-08

Issue: Loan servicing, payments, escrow account

Subissue:

Consumer Complaint: On late XXXX or XXXX XXXX of this year ( 2016 ) I received an annual escrow account disclosure statement from my mortgage lender, basically saying that they have reviewed my escrow account and the determination was that I had a surplus of {$3700.00} and a check will automatically be mailed within 30 days ( statement date was XXXX/XXXX/16 ). Exactly the same situation happened last year, I had an escrow surplus, a check was going to be mailed within 30 days and I did n't receive any check, either last year or this. They lie to me when they told me that last year they mail a check and because the check was not cash, it was deposited back to my escrow account ; the escrow account activity does n't show any withdrawal to reimburse me with the excess escrow funds. And this year after I called XXXX today ( XXXX/XXXX/16 ), they are revising the account again, even I have the statement from them confirming the surplus and reimbursement within 30 days. My mortgage company is SunTrust Mortgage. I believe they do unfair and deceptive acts and practices, use false and deceptive statements to withhold client 's funds in violation of homeowner 's rights and protections.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: CA

Zip: 91755

Submitted Via: Web

Date Sent: 2016-07-08

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2002199

Date Received: 2016-07-07

Issue: Loan servicing, payments, escrow account

Subissue:

Consumer Complaint: I 'm still not getting any customer service from suntrust. When I was finally able to get to a person on XXXX XXXX, it was XXXX XXXX and she told me she would have XXXX XXXX call me the next day, XXXX XXXX. She either lied to me like everyone else has and did n't tell XXXX XXXX to call me or XXXX XXXX just chose to not call me as she has repeatedly done in the past. I called again on XXXX XXXX and XXXX XXXX answered and I told her I wanted to speak to XXXX supervisor. She told me XXXX supervisor was not available, which I believe was another lie, but again she told me she would have the supervisor call me. I gave her my cell number, even though they should already have it, and I asked when I could expect a return call. XXXX XXXX told me the response time was 24-48 hours. I did n't really expect a return call because no one has ever returned a phone call when they said they would. After waiting the 48 hours, I called AGAIN on XXXX XXXX at XXXX. I got a recording that all the associates were busy and my wait time was less than 5 minutes. I think they just turn these recordings on after XXXX so they do n't have to take any more calls because the recording usually says the wait time is greater than 10 minutes. But even the recording LIED because I waited on hold for 20 minutes even though the wait time was supposed to be less than 5 minutes and after the office was closed. I knew nobody was going to answer the phone after XXXX. While I was on hold, there was also a message that came on several times saying if I wanted to leave a message, press XXXX and someone would return my call within 24 hours. Another LIE. No one has ever returned a call within 24 hours. EVER. They do n't return calls at all. I have to pay them XXXX dollars every month because if I do n't I 'll lose my house but they wo n't tell me the truth or return phone calls. This is completely unacceptable and should not be allowed to continue. They have negative comments all over the internet because I 'm not the only one they 're doing this to. I pay my mortgage on time every month so when I have a problem and need assistance I should be able to get it from people who are n't in the business of intentionally lying to me.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: VA

Zip: 22153

Submitted Via: Web

Date Sent: 2016-07-07

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: No


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Complaint ID: 2000316

Date Received: 2016-07-06

Issue: Loan modification,collection,foreclosure

Subissue:

Consumer Complaint: I applied for a loan modification and was denied. However, Suntrust offered me the option for a conditional short sale. I have met all of the conditions requested, and have repeatedly sent in items that they have re-requested. During this time, they have refused to make a decision and have repeatedly tried to get a decision from the bank based on the completion of the short sale package. My realtor has exhausted all their efforts to get us to closing on time. However, Suntrust has yet to make a decision or even get to the decision making process.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: GA

Zip: 30305

Submitted Via: Web

Date Sent: 2016-07-06

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: No


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Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.