Date Received: 2019-10-12
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: Full documents related to the loan have not been disclosed. LightStream attempts to penalize consumers based on policies that do not have full legal documentation. I reached out to the LightStream on three different occasions to adjust my auto-payment date from the XXXX to XXXX. In order to make this change, LightStream would increase the interest rate of the loan by 50 basis points. I pulled the loan agreement and it specifies the following : " If you fail to pay or maintain payments via the Automated Payment Option, you agree that the failure will immediately result in a permanent XXXX percentage point increase in the annual interest rate in effect on your loan. " My request was not to cancel the Auto Pay option but maintain an AutoPay option with a different date. The loan agreement also includes the following language : " Payments ( comprised of principal and interest ) ( 1 ) will be payable monthly, in an amount of {$250.00}, and ( 2 ) will be due on the same day each month ( the " Payment Date '' ), such day being the one you designate upon electronically signing this Agreement. '' A payment date is not designated in the agreement. Additional documents on the online portal only include a credit score disclosure. I requested documentation of this designation and LightStream was only able to provide a generated email which states that my payment will be on the XXXX. No documentation of the designated payment date was able to be provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2019-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Ive reached out to Sun-trust recently about the closure of, y account and there statement was that after an investigation into the check deposited on XX/XX/XXXX19 they would release funds. I've tried to provide them supporting documents that show that the check was valid as well as a contact number and emails from the lawyer. But they are refusing to allow such they have even refused to provide me with a way to get in touch with there arbitration Dept. I spoke with 6 representatives today XX/XX/XXXX2019 and heard several conflicting stories so while i'm here in Texas I decided to record 2 conversations ( which is legal in Texas with one parties consent ). They stated that the funds would be returned to the sender then i called back and they stated the funds would have to be requested from the Bank on the check. The accountant XXXX From the law firm was also on the phone and heard this and was baffled and spoke with the rep who stated that the funds would be return. Then she was even more baffled to know that the story changed. In the mist of this i was told my account was closed due to depositing a fraudulent check. also to add they took put a paycheck i had direct deposited in the account on hold as well. XX/XX/XXXX has stated that the check has cleared and they arent requesting the check back and Suntrust has no right to hold my funds on suspcion of Fraud. Theres nothing in the agreement i singed that says they can do such. Suntrust has the right to close the account when they see fit but they dont have to right to hold funds until they fill fit, In the agreement i signed it says that suntrust will release fund upon clossure of the account and the account is closed. ( see all attachments )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had went to Suntrust banking back in XX/XX/2018, I had issues with a merchant making unauthorize debit from my checking account. They changed my card. After receiving the new card, some how they was still able to continue debting my account. I went to speak with the manager about my account, and the decision was to suspend account temporarily and watch the accounts. I ask the manager what will be the best action to take and the decision was to suspend the card. while the was suspend the merchant would try to debit account four to five times daily. After two month the manager decisison was to unblock the card, and stated that the bank would put a security alerts on the account so the merchant could not debit card anymore. The card was unblock and the merchant took all my disability income. I filed several claim with Suntrust Bank, after long time waiting for respond the claim was denied because of inconsistencies. What ever that mean. The should have never unblocked the card, I should have been reissue a new card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29611
Submitted Via: Web
Date Sent: 2019-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for the Illinois Hardest Hit Fund program offered by IHDA. IHDA sent SUNTRUST a request in XXXX OF 2019 to verify all of the figures on my mortgage. This normally should take no MORE than 35 business days. It is now 3 months, and I do not have any answer from this lender. My file is sitting at IHDA collecting dust since Suntrust has not answered and seems to not know what they are doing. Can Suntrust please answer IHDA so I can get mortgage assistance. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60068
Submitted Via: Web
Date Sent: 2019-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This is the second time I have had fraud on this account. I called Suntrust and they told me the claim was refused because the MERCHANT said I had business with them. Suntrust never provided me with any documentation proving I had business with any merchant. I do not believe Suntrust did any investigation. The first time Suntrust claimed the fraud was out of the statute of limitations. It was not. Suntrust has a habit of not honoring fraud claims. The second case was done on the internet. I tried doing my own investigations but I could not locate the businesses. The case number is : XXXX. This bank needs to be investigated for their practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21237
Submitted Via: Web
Date Sent: 2019-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My SunTrust Bank debit/ATM card was stolen on XX/XX/2019. I reported the theft of my card within hours of the theft on XX/XX/XXXX to the SunTrust Fraud Department. When I notified the SunTrust Fraud Department, I was told that my card had already been used on eight separate transactions totaling {$3200.00} on XX/XX/XXXX. SunTrust stated the bank would investigate this matter, and {$3200.00} would be deposited into my checking account within 10 working days from XX/XX/XXXX. However, I received a letter on XX/XX/2019 from SunTrust dated XX/XX/2019 denying my entire claim. The letter from SunTrust denying my claim is attached to this complaint. I was never contacted by SunTrust nor asked any questions before this final decision was reached to deny my claim. I was not informed why my claim was denied. At the time of the theft of my debit/ATM card, I had {$19000.00} in my checking account. The balance in my checking account had been over {$10000.00} for many months. I have been a SunTrust customer for many years with my payroll checks being deposited into my account every two weeks. I have been traumatized by the theft of my debit card, and now I feel I am being traumatized more by my own bank who refuses to stand by its fiduciary responsibility to protect my money on deposit with SunTrust. The Electronic Fund Transfer Act Regulation E ( 12 CFR 205.6 ) states that the maximum liability for unlawful transfers on debit cards is {$50.00} OR the total amount of unauthorized transfers. SunTrust 's website gives customers assurances of the safety of their deposits with SunTrust. I have now discovered that SunTrust has many complaints filed with the Consumer Financial Protection Bureau. I hope this complaint aids other bank customers who may have experienced or are currently experiencing the same or similar problems with SunTrust 's broken promises to its customers and its failure of fiduciary responsibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37064
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I need statement copies for my checking account with Suntrust, now closed. These documents include from account opening until closing. These are needed for accounting purposes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2019 I found that Sun Trust illegally charged my personal advantage checking account {$20.00} fee by using description " a monthly maintenance fee for XX/XX/2019 statement ''. I truly believe that this is banking error and illegal deduction without my consent. So I contacted this bank immediately by using online secured messages twice. However I never heard anything about my complaint. On XX/XX/XXXX and XX/XX/2019 I sent three emails to both customer care and a branch representative named XXXX XXXX to ask them to reverse this illegal fee {$20.00} because this personal advantage checking account was linked with business account and overall balance was {$10000.00} according to the bank 's terms and conditions and fee schedule. However I never heard anything from both customer care and XXXX XXXX - the person who opened my account in XX/XX/2019. Then I called customer service XXXX three times especially on XX/XX/XXXX and XX/XX/2019 by speaking with XXXX, XXXX and another female supervisor. I clearly stated that I have spent at least 4-5 hours to complained this {$20.00} fee problem caused by Sun trust without any reason. I further stated that not only the bank must return my money {$20.00} but also you have to pay my time {$300.00} per hour for at least 4-5 hours due to ignorance of customer 's complaint. By giving them several times notice I have no choice but to file formal CFPB complaint about this illegal deduction without my consent which severely violated my right and terms & conditions, fee schedules etc. In the past, I also brought anther issue in front of Suntrust due to promotional bonus {$500.00} and {$750.00} for this account. The promotional offer says " a new personal checking account with direct deposit morn than {$500.00} within 60 days of account opening plus 10 debit transactions ''. However I was only paid {$250.00}. I have explained numerous times to Sun Trust that a thief in East coast stole my bank accounts plus my property was illegally taken away. So total cash loss exceed {$100000.00}. Therefore this bank still owe me {$500.00} based on the current market rate.
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: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Suntrust Bank reported a {$12.00} charge to the credit bureau that was from a fee they charge for having their credit card. I was unaware of the charge. I had XXXX Removal XXXX in late XXXX and did not log into my online account for XXXX. I had a XXXX balance on my credit card. In Early XXXX I saw the charge on my account and paid it immediately. Upon applying for home mortgage it was brought to my attention. I went to Suntrust Bank and met with the Manager at their XXXX XXXX Branch in XXXX Fl. He agreed that it should not have been reported and while I was with him her personally wrote a letter of dispute to the credit department of Suntrust. I received a letter from the credit department that it was being reviewed but have heard nothing back. I am formally requesting that this charge be removed from my report. It is hurting my credit and barring me from applying for a home mortgage. I would appreciate the help cfpd. Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33629
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Yet again, on XXXX XX/XX/2019, Suntrust has arranged charges in such a manner that they managed to drop my account below XXXX. I have brought this grift to light many times and yet Suntrust continues to act in bad faith and steals my hard earned money. Suntrust deliberately adds and subtracts charges until they can pile enough at once to drop a balance below XXXX. It is calculated and it is fraud, plain and simple.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2019-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A