Date Received: 2016-06-16
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, I closed my account because of some issues, and because I was in the process of withdrawing my authorization from some internet lenders, who I was told were void in my state. The XXXX dollars that were in the account were transferred to a new account, and the old account was closed. I alerted all of the other entities that I wanted to continue to have access to my account, the new account number. I did not include the lenders, because they are void, and because I was withdrawing their authorization. I did not give them permission to the new account. At that time, the gentleman, XXXX XXXX, who helped me close the account and transfer the small amount of money in it said that anything outstanding that had been authorized to debit from the account within 24 hours of closing would be taken out, but that after that, the account would be closed for good. No attempt by any entity to debit my account occurred during that timeframe, so I was under the impression that the account was completely closed. I was getting help crafting the authorization withdrawal from the internet lenders since last week. When I looked at my email today, I had an email from SunTrust saying that there was an error on the " closed '' account, and that I had an overdraft, and that I needed to take care of it as soon as possible. It went on to say that my balance on the " closed '' account was negative as of XXXX/XXXX/16, and that I had to bring it to a positive status within five business days. I was shocked to see that the " closed '' account, was re-opened to pay the lenders I did not want to continue to do business with. I called the bank, and went in to speak with XXXX XXXX at XXXX today. I asked why there was an overdraft on a closed account. He said to me that I had given the lenders authorization, and that because of that Suntrust has the right to open up a closed account to allow what used to be a regular debit from that account, even a week after the account had been closed. I was shocked an a appalled that my bank could re-open a closed account to cover an entity I was trying to cut ties with. Verbal authorizations do n't seem to work, so I am now doing written authorization withdrawals, because I can not trust my bank to actually close my account and leave it closed. Also because they re-opened a closed account, lenders will be able to debit again and again, putting my account further in the negative! I am disgusted and disappointed at Suntrust, that they can decide that if I gave authorization, they get to decide how and when I pay the lenders and not me. I closed my account as a first step in the process to disengage from the illegal lenders, and SunTrust is trying to profit. They are playing the role of the decider, instead of me, the consumer. I never thought that a closed account can be re-opened by the discretion of the bank, even though I never asked them to. I gave my new account information to the entities that I wanted to continue to do business with. I now " owe '' Suntrust for a service I never asked them for. I think they are doing this to padd their pockets. By re-opening the account, other lenders can and will try to debit, creating a bigger hole, and deficit that I have to make up and owe to the bank and the lender. Disgusting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2016-06-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited a check from a law firm in the amount of {$120000.00} into a Suntrust branch for the amount of {$120000.00} on XXXX/XXXX/XXXX. I was told by the teller it might go in my checking account that evening but it could take a day or so to clear since it was such a large amount. The next morning my account showed the credit, but by mid-morning Suntrust had put a five-day hold on the funds until XXXX/XXXX/XXXX. I contacted Suntrust and found their Customer Service extremely rude and unprofessional. I told them that I did not understand why they needed to hold the funds for an entire week if the check had cleared. I spoke to several managers and they refused to budge on this issue, although I had been a Suntrust client since XX/XX/XXXX. This is not the first time I have had problems with Suntrust holding large sums of my money. Just two weeks ago I called in advance to Suntrust advising them I would be using my debit card to make a large purchase of {$14000.00} to alert them so it would go through. What ended up happening it went though on Suntrust 's end but not the vendor 's end so my {$14000.00} was debited from my checking account but not credited to the vendor so he could not release the merchandise but my money was gone. This happened on another occasion as well, so I am increasingly concerned about Suntrust 's ethics and using my money for personal gain. I have read through other people 's problems with Suntrust but there does n't seem to be much resolution on the part of CFPB. Where else can one go for help with corrupt banks?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2016-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-15
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My Girlfriend and I signed up for XXXX checking accounts with Suntrust on XXXX XXXX, 2015. XXXX joint and XXXX individual. We were asked about overdraft protection. At first we said no, but the Representative insisted we get it stating that " we did not want our child stranded at the gas pump, unable to purchase gas to get home ''. We reluctantly signed up for it understanding it was a " service '' for a small fee. Recently, we utilized the service to avoid a late rent payment. Much to our surprise, we received XXXX overdraft charges, instead of the one we were expecting. In contacting the bank, we were told they organize the transactions by size, the largest first because it is likely to be the most important. After several minutes of protesting with the representative, we were called " irresponsible ''. After going through our records, they have been reordering our transactions since opening our accounts to maximize fees. After visiting a local branch we got the same song and dance about the reason they reorder our transactions. Our case has been escalated to the corporate level and we are prepared to sue. To date they have charged us over {$6600.00} in overdraft fees to date and put us in a cycle of debt that we can not overcome. In the past year, we have endured job loss, XXXX and now we find out Suntrust has been taking advantage of us the entire time. I 've done my research and the practice or reordering transactions is frowned upon by the FDIC and CFPB. Yet, several banks still utilize the practice. Had we known this was practiced, we would not have signed up for overdraft protection, or an account with Suntrust. We believe their business practices are predatory and the program was falsely represented by the representative of the XXXX XXXX Suntrust Branch in XXXX XXXX Florida. Below is a excerpt from of the email I sent to the local branch manager. " XXXX, Thank you for all of your attention to our case. You, by far, have been the most pleasant to work with as we venture through a possible solution. I realize you have emailed the person who is charged with looking into our case. I have been doing research of my own in the meantime. At this time I am officially requesting the name and address for the Registered Agent for Suntrust Bank in the state of Florida. According to FDIC Overdraft Program Supervisory Guidance, " Transactions should be processed in a neutral order that avoids manipulating or structuring processing order to maximize customer overdraft and related fees. Examples of a neutral order include order received, check number, serial number sequence, or other approaches when necessary based on sound business justification. Re-ordering transactions to clear the highest item first is not considered neutral because this approach will tend to increase the number of overdraft fees. By contrast, processing batches of transactions in a random order or order received is a neutral approach ; however, institutions should not arrange the order of types of transactions ( i.e., batches ) cleared in order to increase the number of overdrafts and maximize fees. '' Both you and the customer service agents we have talked to state, " We process the largest first as it is most likely the most important transaction, i.e. mortgage payment ''. Your statements are in direct conflict with FDIC recommendations and are often wrong. Suntrust has no way of determining what the most important transaction is, therefore the justification is unfounded. " We are still waiting for a response from Suntrust Complaint department as to how they intend to handle their handling of our money. Nowhere on their site, or our agreement does it state they process the order at their discretion. The agreement is intentionally vague to hide the fact that the participate in reordering transactions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32207
Submitted Via: Web
Date Sent: 2016-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-15
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have a bank account at SunTrust that I opened last year. It has a mandatory minimum of {$500.00}, or a $ XXXX monthly fee occurs, unless a direct deposit occurs to the account. I have been out of work for a number of months and I have had to use money from this account so the balance has gone below {$500.00}. As I have no job, there have been no direct deposits. A fee was charged to me last month and will continue to be till I find a job or replenish the {$500.00}, which I ca n't till I get a job.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34482
Submitted Via: Web
Date Sent: 2016-06-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-15
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: COMPLAINT ON BEHALF OF Her name is XXXX XXXX XXXX - Nickname " XXXX '' Home Address XXXX XXXX XXXX XXXX XXXX, GA XXXX Current Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX Case # XXXX XXXX XXXX XXXX XXXX XXXX Police - Phone XXXX It 's urgent and I need some assistance regarding a case of serious Elder Exploitation that I have knowledge of. I have gone to the police and the Elder website hosted by the State of Georgia. This has been going on for more than a year and a half and the victim has been taken for her entire life savings, home and car which she owned free and clear. She signed over a POA to XXXX individuals who have used every bit of her estate for their personal gain ( and I have it in writing their admission of doing so ). Still nothing continues to be done in the way of the police bringing forth any charges. I need your help, and if you are available I wish to come and visit you personally to discuss the matter and bring you what documentation I have that was also provided to the police. I contacted the State XXXX ' office and no one ever even bothered to return my email or call. This is a horrifying thing to have happened to this elderly woman who laid in a XXXX home after a XXXX and trusted her entire life savings to these people who were supposed to only utilize her estate for her benefit and uphold their fiduciary responsibilities per the POA. There are also XXXX banks and XXXX brokerage account who FAILED to protect this consumer and I will also be filing FTC and CFPB complaints against each since they did not enforce or protect this person as they are required to per Mandatory Reporting Provisions in XXXX Statutes. The criminals went to the same bank, used the same tellers, same bank personnel at the same location for over a year, draining the accounts and fund, closing CD 's and even purchased a home for themself using a wire transfer from XXXX of the victims accounts.. all by using a POA of a lady who suffered a XXXX and was in a XXXX home. NO ONE ever did XXXX thing, asked XXXX question or did any type of mandatory reporting, reported with a SAR that I '' m aware of, even though many of the transactions were well over XXXX and had many, many ATM withdrawals and debit card purchases that clearly would not have been made by someone in a XXXX home or that someone in a XXXX home would use or need - which seemingly could have been monitored and reported if the bank personnel would have looked at the transactions and used their knowledge of the individuals withdrawals per the POA. Cleary transactions that depleted the entire account balances in record time and clearly NOT done by a person with any regard to upholding their fiduciary responsibility. I called XXXX of the institutions myself to advise them of the abuse and exploitation of the victims accounts, yet the theft continued and the individuals had access to all assets. Please contact me. I know you are extremely busy, so I realize your time is valuable. But, this matter can not continue to exist in our State. I see there are Elder Exploitation laws and agencies that are here to protect our elderly citizens of Georgia, but to this date and after almost 15 months of reporting this incident, still NOTHING has been done to stop these criminals. This XXXX victim that I am aware of will NOT be the last XXXX and I could not in good conscience continue to sit by and do absolutely nothing, because they will move on to the next elderly victim just as soon as they can, because this was simply too easy for them and from my experience NO ONE cares about elderly citizens ... period. If they did, something would have been done to press charges on these felons for theft by conversion and breach of POA fiduciary responsibility. When there is no XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2016-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust mortgage had given me a negative credit report. They have contacted the credit bureau 's and reported late payments that are not true. Most of the report states unknown on receiving payment on time. I have complained to them that my payment is due on XX/XX/XXXX, but not late until XX/XX/XXXX. This is a VA loan and this is how it reads on paper. They still continue to call me to inform me my payment is late and it is not XX/XX/XXXX yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77598
Submitted Via: Web
Date Sent: 2016-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust brought my loan XXXX 2012 from XXXX Bank and XXXX. XXXX months after refinancing SunTrust discovered that the MIP was miscalculated. Initially XXXX 2012 at closing, documents signed showed {$110.00}, SunTrust calculated {$250.00}. SunTrust admitted that a mistake was made and that they would be responsible for the difference. It was discovered that SunTrust have not lived up to their agreement in paying the difference in the MIP, {$130.00}, the bank has set up an account with my escrow overage to pay the difference in the shortage in my MIP, that 's illegal for that to happen without my knowledge. The account was discovered during the many calls to SunTrust regarding issues and questions regarding mortgage payment increase, there has been no increase in home owners insurance XXXX XXXX, no increase has been done for more than 5yrs, but mortgage payments have continued to increase, with the increase ALWAYS adding up to the shortage in my MIP. When it 's brought to the attention of SunTrust, the complaint is sent to the resolution team, afterwards several different statements indicating what my new payment will be for the coming month, with several different statements to follow week after week. I have struggled with this issue since XXXX, this has been very exhausting and humiliating, and I have not received XXXX refund overage from my escrow, although statements indicate a refund, but also show that the overage has been applied to the MIP. I have contacted the SunTrust Mortgage Escalations Team for a resolution to this issue, with letters indicating that the issue has been resolved, and the issue has resurfaced year after year for the last XXXX. My SunTrust Mortgage is so complicating and confusing at this point, when I call for any questions regarding the issues, they all relate to the MIP miscalculation, SunTrust customer service ca n't answer my questions, because they are just as confused. I have constantly had to deal with these issues each year when the Annual Escrow Account Statement is received. A mistake was made at closing with the MIP, with no fault of my own, and I have had to deal with this nightmare year after year, with no resolution. I have reached out to the President/CEO of SunTrust, and have exhausted all possible personnel relating to SunTrust to bring a resolution to this issue, only to be told by the resolution team that my complaint has been resolved, just long enough for the issue to resurface the coming year, this has been a vicious cycle going on since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2016-06-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-12
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have been at SunTrust since 2007 and an employee XXXX with that company. I just received my XXXX to further my career in finance. I have been in banking over 28 years. Unbeknownst to me, my daughter gave her bankcard to someone and they deposited a check to our joint account and was able to withdraw every dime from the check seven hours after the check was deposited in an ATM. The check was for {$2400.00}. I was told the funds were made available due to our relationship with the bank. All accounts that had my name on it were restrained to debits pending investigation including my son 's account. I have been given the run around. I call the fraud department ( which is outsourced to XXXX ) and am told to go to my local branch. I go to my local branch and told to contact fraud. I ask if I could speak with an investigator I am told no. They can not call the investigator just contact that person through the case. There is a disconnect here and it is not fair to victims like me and my son. I did a police report and the tape was pulled at XXXX where the criminal purchased a money order for {$1700.00} which showed who purchased the money order and it was not me or my daughter. The fraud department said they have 10 business days to investigate the case. This is unacceptable. I am demanding me and my son 's funds released to us immediately. Also I want my name cleared of any fraud due to this account. I did an affidavit with SunTrust based on what my daughter XXXX XXXX told me happened but she has lied and changed her story several times. I need this resolved as soon as possible as this caused a financial hardship on my son XXXX XXXX and XXXX. The thing that frustrates me when I myself make purchases that are out of character Suntrust would freeze my card. I tried to purchase a pair of shoes at XXXX XXXX for {$80.00} they blocked my card but yet you let a {$2400.00} deposit go into a minors account and let funds withdrawn at XXXX XXXX less than a day the funds were deposited and that does not raise red flags. I want my money back from SunTrust immediately by me going to the branch and close the accounts and get me and my sons funds and fraud to removed under my name as my career is in finance and can hinder me getting a job in finance elsewhere. There should be someone locally in the United States at SunTrust that I could talk to in reference to this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30122
Submitted Via: Web
Date Sent: 2016-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-11
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I have had a continual problem with my current mortgage company year after year attempting to force outrageous homeowners insurance on me, while have had continuous good coverage with XXXX. Come tomorrow I will be contacting my State Insurance Commissioner and the CFPB to determine if it is XXXX or Suntrust Mortgage which is responsible and/or co-responsible for my last three years of TORMENT BY FRIVOLOUS & IMMEDIATE FINANCIAL THREAT. For the last three years I have made calls to XXXX XXXX to change my mortgage supplier to Suntrust Mortgage, Loan : XXXX All three years I made calls to Suntrust Mortgage to get automatic exchange of information. They said it was MY problem and refused to contact XXXX for any updates. I have years in a row spoken with XXXX staff to HAVE THIS CHANGED ON THE DECLARATIONS PAGE. YOU HAVE THUS FAR REFUSED TO DO SO YEAR AFTER YEAR. Each year I GET FINANCIAL THREATS BECAUSE OF THE FAILURE TO TRANSFER MY MORTGAGE HOLDER. I DID NOT REQUEST A CHANGE IN MORTGAGE HOLDING. IT WAS DONE WITHOUT ANY REQUEST BY ME!!! XXXX or XXXX of you incompetent financial companies is responsible for my distress. What if I was on vacation or in the hospital for a couple weeks. I WOULD HAVE BEEN ILLEGALLY SADDLED WITH AN EXPENSIVE AND SUPERFLUOUS HOMEOWNERS POLICY. Suntrust says I am responsible to provide the missing information, but they bought the mortgage from XXXX XXXX with nary but a XXXX paragraph letter after the purchase fact. XXXX year after year will call Suntrust ( after I have provided the phone number ), but never changes the Mortgage Holder on the Declarations page, causing this to be a repeating CATCH-22 financial threat. I need to know which party or both are responsible for what I believe to be an illegal financial threat and potential immediate illegal action against me. PS. GOD BLESS XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2016-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: During each credit dispute investigation, SunTrust Mortgage has been fraudulently updating and changing information on the account reported by them with bogus payment history. This is nothing short of fraud and a clear violation of my civil liberties under the FCRA 611 ( a ) ( 5 ) ( A ) ( i ) and FCRA 623 ( b ) ( 1 ) for duties to report accurate information. Upon every dispute, they manipulated payment history by swapping current/late payment status around. It appears SunTrust Mortgage was just making an update on the account to satisfy the responsibility of doing a " reinvestigation '' as required by the FCRA when notified of a dispute. SunTrust Mortgage was not doing any reinvestigation and was merely providing false information to close the dispute quickly. On each screen print attached, you will see how the payment history was changed for specific dates, and then what the payment history was previous to the update. For the sake of brevity, I 'm only presenting XXXX report data from XXXX XXXX. I have copies of the credit reports showing these changes but it 's easier to see what changed using the format XXXX XXXX provides. XXXX XXXX - note the status on each example, which I have highlighted on the documents. See 1st example attachment - XXXX ; this attachment shows main cover page and the relevant page showing the SunTrust Mortgage account. On the SunTrust Mortgage account on this document, there you can see the date XX/XX/XXXX ( XX/XX/XXXX ) showing " 30 days late '' as of XXXX/XXXX/XXXX. See 2nd example attachment - XXXX ; on the dispute initiated around XXXX XXXX a few months later, it shows SunTrust Mortgage changed XX/XX/XXXX from " 30 days late '' to showing " XXXX ''. " XXXX '' other payment date statuses were also changed on that dispute which is suspicious in itself. The dates at the bottom of the document are the time frame in which it happened noted by XXXX XXXX. See 3rd example attachment - XXXX ; on this more recent dispute around XXXX XXXX, it shows SunTrust Mortgage XXXX XXXX from " XXXX '' back to " 30 days late '' along with a few other date status changes. The dates at the bottom of the document are the time frame in which it happened noted by XXXX XXXX. See 4th example attachment - XXXX ; after the XX/XX/XXXX dispute still came back with bogus info, I rebutted again within weeks. This is my most recent dispute started in XXXX XXXX. SunTrust Mortgage only changed a single status this time probably to close the dispute quickly. Again for the 4th time XX/XX/XXXX was changed from " 30 days late '' back to " Current ''. This was barely even a month or so later. The dates at the bottom of the document are the time frame in which it happened noted by XXXX XXXX. As you can see from one example using XX/XX/XXXX ( XX/XX/XXXX ) they are continuing to manipulate my credit report with false and inaccurate data. XXXX XXXX was late, then current, then late, then current. All updated after different disputes. It was either late or it was n't! There are other dates that flip flop around as well but it would take much more time show this. I 've included screen shots to show different date statuses over time. All of this can be verified through my credit reports. There is no excuse or reasons for this. They have also changed my high balance from it 's reported balance to other amounts after the account closed reported as XX/XX/XXXX. Enclosed is a copy of the IRS form XXXX showing actual balance of {$170000.00} Enclosed is a copy of a XXXX credit report dated XX/XX/XXXX showing a balance of {$170000.00} Enclosed is a copy of a XXXX credit report dated XX/XX/XXXX showing a balance of {$180000.00} This is clear violation of my civil liberties under FCRA for intentionally and willfully providing inaccurate information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes