Date Received: 2016-07-07
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: After numerous attempts, Suntrust and its assigns, XXXX, XXXX, continue to report a charge off on a student loan that was refunded in FULL. I have obtained supporting documents from the university that express without doubt that Suntrust is erroneously reporting a charge off to the credit bureaus, XXXX, XXXX & XXXX. I am requesting that any and all reference to this account be removed. Please see attachment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2016-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-05
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have information with evidence that Suntrust Bank has a program that is being used to generate " Overdraft Fees '' in accounts that are not in the negative. They have been using this program for at least XXXX months. The program creates a " phantom '' charge which is equal to the amount in the account. This charge while not actually taking the money out of the account, fools the banking system into creating Overdraft Fees on all pending charges.This is why so many people who bank with them complain about having overdraft fees when they have plenty of money in their account. I know this is a intentional made program because it does not show up on local branch computers or on the PC/Laptop site websites. I am contacting all major Media outlets with this information. The Phantom charge says it is paying a bill to the account holder. No money leaves the account. This charge has no ACH reference number or place of origin, meaning that this charge is being created by Suntrust. A member of their legal team ( Who stated she was a customer relations expert ) contacted me to try and get me to release all my evidence to her. When I only gave her enough to prove my point, she said she would contact me the next day but, did not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 274XX
Submitted Via: Web
Date Sent: 2016-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I was traveling to XXXX from XXXX. Upon returning home I saw that my checking account was {$12000.00} short due to XXXX transfers out of my account ( XXXX for {$7000.00} and XXXX for {$5000.00} ). I did not authorize the transfers and immediately contacted my bank, Sun Trust. They opened a fraud investigation, I signed paperwork, and they stated that I should have the funds replaced within 10 days. Two weeks later I checked my account. The {$5000.00} was replaced but the {$7000.00} was still missing. I went to the branch. They said the {$7000.00} had been put in the account but was transferred out again, another case of fraud. Said they would expedite and I should receive the funds within 24 - 48 hours. After another week I check again and still no {$7000.00}. Now it has been over 20 days since funds were fraudulently taken from my account. Go into the branch and representative calls the fraud department who says they have to open a new fraud case and it will be another 10 days before the money is put in my account. Assuming it gets done again, and the money is n't immediately stolen ( why ca n't they put a flag on the account and not allow any debits?? ), it will be over 30 days that the {$7000.00} has been gone. i have attempted to escalate this but get no where. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-01
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Suntrust Bank has continuously reorganized transactions that are on my account to ensure that they are able to get multiple ovedraft fees for transactions. They have even left CASH DEPOSITS pending and not posting to my accounts causing fees to happen. They will take transactions that have been pending for days ( with smaller balances ) and reorder them and process a newer larger pending transactions so that all the funds that are allocated and supposedly already being held for current pending transactions are used. So now there is an OD fee so when the funds that are held on pending transactions are freed, they are eaten up by the OD fee causing the ALREADY pending transactions that are ( Previously authorized for payment with funds taken from available balance ) to not be able to be paid and Overdraft. I was charged a {$36.00} OD fee for a {$94.00} charge because I only had {$94.00} available at the time. I was charged {$36.00} for a {$0.00} differential. This has happened before on my account. There was a {$20.00} cash deposit pending when this happened as well. So why was my deposit of CASH not processed? If my {$20.00} CASH deposit was processed I would have been able to cover the {$.00} as well as the subsequent {$15.00} Gas charge that I also received a {$36.00} OD fee for because it was not money there. Well I apologize the {$20.00} CASH deposit was and is still pending. So now my account is overdrawn {$69.00} which is {$72.00} ( XXXX OD fees ) +XXXX+XXXX+XXXX= XXXX - ( {$20.00} Cash Pending ). I have checked and honestly due to Overdraft fees for reorganizing drafts and transactions and holding deposits ( CASH DEPOSITS ) I have paid in excess of {$1000.00} in Overdraft fees to date. I have already paid these fees to keep from having to pay the extended fee but I truly feel like paying {$36.00} for {$0.00} makes me feel like I have been XXXX by the bank and no one cares. Why could this not be a courtesy reversal. I called and had absolutely no complaint about the {$15.00} charge and Overdraft fee. I know how unethical and unconcerned this bank is for it 's customer 's welfare. They are more concerned with the dollar amount. I would like to be refunded my {$36.00} for that {$0.00} differential as that is extremely excessive abuse of the OD fee penalty. This has happened previously with a OD fee for a charge less than {$.00} and they gave a credit so I am no longer eligible for any future credit according to XXXX the Rep and the branch. This is a horrible horrible bank and they are sharks at prey. If I make mistakes I NEVER complain but this is horrible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38125
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-01
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On XXXX XXXX XXXX I noticed XXXX pending transactions ( XXXX for {$53.00} ) on my account that I had not made. I immediately called my bank ( SunTrust ) and informed them of this. I was told they would take it off and research it. I asked them to please let me know who tried to write a check on my acct. or if it was accidental internal or computer fraud so they transferred me to the fraud dept. I told them the same situation again and they asked me if I would prosecute and I said yes! So they took my info and said they would contact me in about 10 days, however no one ever called but the transactions were removed from my acct.! I then called the SunTrust back on XXXX/XXXX/XXXX to ask what had transpired and they said " well it 's not on your acct. '' and again transferred me to the fraud dept who gave me a direct phone number to call. I called this number XXXX on XXXX/XXXX/XXXX. I then reiterated the same story and they said they ca n't find it anywhere but it 's not on your acct. so it 's ok. No it 's not I want to know who tried to get into my acct! So they said they would research ( again ) and call me back. Again THEY DID NOT! On XXXX/XXXX/XXXX I called the fraud dept. again and again same run around! I have banked with SunBank/SunTrust since XX/XX/XXXX and am very disgruntled that they ca n't even help me with such a small request as to who tried to get money out of my acct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-30
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Suntrust Bank employee XXXX XXXX violated my financial privacy when he provided my solely owned bank statements to a third party without consent of the owner or order of the court. The release of my information took place XXXX XXXX, 2013 in the XXXX District Circuit Court for XXXX XXXX County, XXXX XXXX, Maryland in Room 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: 2016-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Effective XXXX XXXX, 2016, XXXX sold my mortgage to SunTrust Mortgage. Initially, I received a note from SunTrust that my account number from XXXX XXXX would remain unchanged. I later received a note from SunTrust that I was given a new account number. I changed the account number in my bank 's automatic payment, and through a snafu, the XXXX 2016 payment was not sent to SunTrust. I was unaware of this until I received a notice from SunTrust that my XXXX 2016 payment had not been received, so I was to make a double payment that was for XXXX and XXXX 2016. I received a bill for the two months of XXXX and XXXX in the amount of : {$2500.00}. I made that payment on XXXX XXXX, 2016 - to cover both XXXX and XXXX. Yesterday, XXXX XXXX, I received a note from SunTrust that they had not received my XXXX payment. I went into my bank account and the payment for XXXX and XXXX had been sent on XXXX XXXX. I called SunTrust, and during my 58 minutes on the phone with 3 people I learned that SunTrust had made the following mistakes : 1. ) They applied my XXXX payment to my principle, rather than to my mortgage payment. This happened even though they sent me a bill for {$2500.00} and I paid exactly {$2500.00}. 2. ) I further learned that my XXXX payment was also incorrectly applied to my principle! They received my XXXX payment on XXXX XXXX, 2016. The first error was now compounded by a second error. I was told that they would correct that issue and respond back to me today. I am extremely concerned that my credit, which is super, will be negatively impacted by these SunTrust errors. I would like to have this checked out, as I notice that there are a number of online complaints that indicate that SunTrust misapplies monthly payments to the mortgage principle and then sends out notices to homeowners that they are late with their payments. This is either incompetent or fraudulent.
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: 2016-06-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-29
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: RE : SunTrust Bank, XXXX, VA XXXX 1. My company received a check from a new customer in the amount of {$1800.00} for the purchase of product. The check was written on SunTrust Bank. 2. Based on new customer status, I hand delivered the check to SunTrust Bank and requested verification of funds availability. 3. A SunTrust manager at that location certified that funds were available in the new customer 's account. 4. Based on funds availability, I requested that the check be cashed, then used the funds to open a new SunTrust corporate account. 5. The very next day, I returned to the same SunTrust Bank branch to request a cashier 's check to be issued from my newly opened corporate account. 6. The teller advised me that the funds from the previous day were clear and available. 7. Based on this information, I requested a cashier 's check to be written, payable to the manufacturer of product for my new customer. 8. Approximately two weeks later, I received an overdraft notice in the amount of {$1800.00}. 9. I returned to SunTrust Bank and spoke to the branch manager, who stated that SunTrust apparently had made an error and that the problem would be corrected, however ; 10. SunTrust is now refusing to make any correction and insists that I repay SunTrust for the bounced check. 11. I contacted the customer whom I had received the check from, advised him of the situation, and asked to be reimbursed. 12. Eventually, he gave me a partial payment of {$1200.00} cash, which I took to the same SunTrust branch and deposited into my corporate account to cover the overdraft. 13. Approximately one week later, I returned to the same SunTrust branch to pay the remaining balance due on the account. 14. The teller advised me that there was no record of the {$1200.00} cash deposit I had made the week before. 15. I contacted SunTrust Customer Support and asked if the branch 's video could be reviewed by SunTrust authorities to verify 1 ) my presence at the bank that day and 2 ) the cash deposit that was made. 16. The SunTrust representative told me that SunTrust Bank does not do that sort of thing. 17. No further assistance has been given. 18. Suntrust Bank has mishandled every transaction I 've encountered with them since opening my corporate account. In addition, during one of my visits, they provided me with someone else 's account information. Fairness is not the issue here. SunTrust has mishandled my account and stolen my money. I demand it be returned to me immediately. That is the only right and just resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-28
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, I checked my banking activity online and noticed several transactions that I did not recognize. I phoned the SunTrust to report this but live phone representative hours were closed. Afraid that someone may have accessed to my debit card details, I went to the nearest Sunburst and pulled out the largest amount ( {$340.00} ) I could. I tried again the next day ( Sunday ) and found that the bank phone hours were closed but followed the prompts and got a live representative to file the transactions fraudulent and to close out the debit card. The representative sent me a Affidavit of Fraud to fill out, sign, and return. I did that, signed on XXXX/XXXX/XXXX, and faxed over on XXXX/XXXX/XXXX at XXXX to the fax number provided. On XXXX XXXX, XXXX, I received a letter dated XXXX/XXXX/XXXX from SunTrust that they were closing the account. I did not understand why nor were they willing to provide me with a valid explanation. Later, I found that they denied my claim of fraud. I asked them why and representation would not tell me and said I could send in a rebuttal form. I requested that they send all information on the case along with all documentation and reason for their decision and also that they send me a rebuttal form. I have sent the rebuttal form and have not heard back from SunTrust since. I have not received any documentation on the reason why or any such documentation pertaining their decision. After going through old documents, I found all the documentation that I submitted and realized nothing was sent to me in regard to their decision. I called SunTrust on XXXX XXXX, XXXX to request an update. Found out they had closed it out. I have filed a police report with XXXX Police Department ( Report Number XXXX ) and XXXX County Sheriff 's Department ( Report Number XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2016-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I responded to an promotion from SunTrust Bank to open a new checking account. The promotion was to award me {$200.00} when I had performed a direct deposit of at least {$2000.00}. I did XXXX such direct deposits within the first 60 days, yet SunTrust has not awarded the bonus. The " Promotions '' department says that I do not qualify but will provide no reason why. The local representative at the bank has said that according to his records, I do qualify. I have not received a promised call from the person responsible for this promotion with final resolution. The bank owes me {$200.00} and has not paid it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20016
Submitted Via: Web
Date Sent: 2016-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No