Date Received: 2016-04-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had filed a chapter XXXX and discharged my mortgage debt. Suntrust is filing on my credit late payments on the mortgage. The mortgage should show discharged. Suntrust is n't following current Bankruptcy rules for debt collection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2016-04-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Greetings, I am having a problem with the SunTrust Bank in XXXX XXXX, Ga. The problem involves the branch at XXXX, XXXX. and the branch located on XXXX XXXX. I had a safety deposit box at the one on XXXX which I closed out XX/XX/XXXX due to my retirement and inability to travel on base. I returned the keys and transferred the box to the XXXX location. After this the bank at the base continued to bill me through XX/XX/XXXX for {$45.00} a month. My wife thought the bill was from the XXXX XXXX. branch and paid it for the last 3 years When I rented the box on XXXX XXXX, I also opened a savings account which they deducted the rent annually. When the amount in the account dropped below the rental amt., they deducted the balance and created a overdrawn situation. They, in turn, have charged me a penalty along with some type of interest charge for approximately {$50.00} and are currently saying I own {$110.00}. In calculating the penalty, they have pyramided the bill which is against the law. I have closed out the box on XXXX but was told, I could not close the savings account because I still owed {$110.00} even though my wife has made three {$45.00} payments on the base box which I did not owe. They made the withdrawal and applied the penalty after the fact without notifying me and providing me a chance to pay the {$75.00} rent. How is overdrawing a savings account an acceptable procedure? I want the {$110.00} balance removed and the overpayment for the three {$45.00} payments or {$22.00} refunded to me. As can be seen in the supporting documents, I was not given credit for two {$45.00} payments. These should have been posted to the only account I had opened, the savings account at the SunTrust located on XXXX XXXX. in XXXX XXXX, Ga..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I called the suntrust executive office on XXXX XXXX and talked to XXXX XXXX. I explained to her that ALL of my emails to XXXXXXXXXXXX in the last few months were IGNORED and asked her why. She said she did n't know why but said that is not how suntrust does business. I pointed out to her that that obviously is how suntrust does business otherwise someone would have responded to my emails. It 's also obvious that REPEATEDLY LYING TO CUSTOMERS is also how suntrust does business and THEY DO NOT CARE. I told her about the ongoing problem the last XXXX years of NOT getting a correct mortgage bill AFTER I pay my escrow shortage. How can they cash my check for the escrow shortage and then send me a bill for the exact same amount I just paid them?? THAT IS A SCAM!! I also asked her why my escrow has been short 3 years in a row. I 've had mortgages with other lenders and NEVER had any problems with getting a correct statement or had my escrow short EVERY YEAR. She told me she would open a case for my complaints and call me the following Monday, XXXX XXXX. She of course did NOT call me back. So I tried calling her on XXXX XXXX and was told by XXXX that XXXX XXXX was gone for the day. I called again on XXXX XXXX and briefly talked to XXXX who refused to answer any of my questions. I called AGAIN on XXXX XXXX and finally spoke to XXXX XXXX again. I reminded her of my conversation with her on XXXX XXXX and that she said she would call me back. She LIED and said that she thought my complaints were being handled by the social media team. My complaints were NEVER going to be handled by the social media team because they NEVER answered my emails and my complaints on XXXX about XXXX XXXX never calling me back were removed and I was BLOCKED from posting any more complaints, even others are still allowed to post theirs! During my conversation with XXXX XXXX on XXXX XXXX she told me again she would have someone look into my complaints and she would call me back on Monday, XXXX XXXX. She even went so far as to tell me she " put it on her calendar '' which was also apparently a LIE because of course SHE NEVER CALLED ME BACK. I am so tired of being DELIBERATELY LIED TO REPEATEDLY BY PEOPLE WHO ARE HANDLING XXXX OF MY HARD-EARNED MONEY. This is completely unacceptable!!!!! These people have absolutely no business handling other people 's money!!! I need written, verifiable proof that someone is working on a resolution to my complaints and I need a FULL NAME ( FIRST AND LAST ) of the person/people resolving my complaints along with their direct phone numbers. Is there anyone at suntrust who knows how to tell the truth?????
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: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My mother passed just 5 years ago. She had lived in XXXX, and XXXX with my younger brother which they both owned. I have an older brother in XXXX XXXX, XXXX. She had made a will over five years earlier and aways had taken every opportunity to explain it contents to all of us at family gatherings. As she put it, I do n't want any trouble about this after I 'm gone that 's why I 'm repeating this. The will stated my younger brother receives the house, I would receive what money and savings bonds left. My older brother would receive nothing, as he asked for and received his share of her estate years earlier. My did not think the will was enough to protect me, so she created, with SunTrust Bank 's help, an irrevocable trust in my name. This was n't all, she engaged SunTrust to " take care of everything '' when she died. We would n't have to do anything. After my mother passed and laid to rest. My brothers and I went to the office of SunTrust in XXXX. My brothers asked a financial representative there how to proceed to close the estate. The rep " XXXX XXXX '' told my brothers were told they could never receive any part of her estate. XXXX did not divulge the trust to them. After they left I told XXXX who I was and said " the trust '', he nodded. A few weeks later, my younger brother and I were to engage a lawyer " XXXX XXXX XXXX '' and while I was waiting for him, He rushed out and went with out me, after flying down to XXXX He later apologised by saying " he forgot ''. We were all three made " Administrators '' for my mothers Estate. I contacted the bank by phone, faxing my letter of " Administration '', I learned there was no trust irrevocable or otherwise. So I went back to XXXX, XXXX with a friend and proceeded to the bank with my papers and spoke with XXXX XXXX VP. She told me that all the trusts were transferred to XXXX, XXXX. I went to XXXX to verify this and they laughed and said of course not! ... I went home, I called the main office, I believe in the state of XXXX. I found that no death certificate was filed, I asked how to file and was told send a copy to their office, I did and was notified a copy was no good and corrected the matter. I figured this must be the problem and I was wrong. This is where I contacted the FDIC they told me they would investigate. They did and found out nothing. A few weeks later, I went back to XXXX and I found the people I had been dealing with were let go or about to be. I had spoke to different lawyers not knowing who to trust but I heard how you could end up with nothing after the layers are paid. My mother did n't trust lawyers either, hence why she used SunTrust 's end of life services. I believe the trust was transferred to another branch. At one point I requested all copies of my mothers checks going back five years. XXXX XXXX said " no problem '', she took my address where to send it. After a considerable wait I called XXXX and asked why I had n't received the copies. XXXX told me " we tried to call you ( my cell ) and could n't get in touch and she sent them back. I asked her to resend them and this time she told me it would be {$20.00} per checkup front. I was trying to find the lawyer who made her will, knowing she would pay by check. So, in my mind our lawyer " XXXX XXXX '' was working against me even though he told us he had to represent us equally. So, where is the " Irrevocable Trust '' and end of life services my mother paid for, meanwhile it 's been almost 5 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 104XX
Submitted Via: Web
Date Sent: 2016-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust Mortgage held the mortgage on my home until XXXX XXXX. An escrow account was established at closing to pay taxes and insurance. SunTrust made a partial payment on the insurance in XX/XX/XXXX, even though there were funds in the account to cover all charges. The insurance was canceled due to lack of full payment. SunTrust then sold the loan to XXXX XXXX XX/XX/XXXX due to lack of insurance. I made several calls and wrote letters to them there was never no written response. .An attorney contact them in XX/XX/XXXX on my behalf still no response.I spoke with them however, they stated they have no information on my file since it was sold. The lender placed insurance cost is $ XXXX yearly and only covers the structure. I have a 30 year fixed mortgage however the escrow has increased to over {$500.00} per month .We could loose our home due to their error. My payments have gone from {$1900.00} to $ XXXX.Desired resolution I want SunTrust to compensate me for the harm they have caused my family, I would like to be included in a class action suite against them since I got my loan XX/XX/XXXX and the interest rate is 5.8 %. My husband and I are XXXX and both had scores above XXXX when the loan was secured. I can be reached at XXXX XXXX XXXX XXXX XXXX Ga XXXX, XXXX XXXX owner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I went in to The XXXX XXXX XXXX of Suntrust bank to cash XXXX checks issued by XXXX of their customers written to me. I was greeted by XXXX XXXX and she informed me that they could only cash XXXX of the checks due to the amount of funds available in the branch. I understood and asked that she cash the smaller of the XXXX checks ( {$4200.00} ). I then asked if I could return on the next business day and cash the second check. Her response was " we do n't print the money here, you can come back and check '' ... I immediately flushed red and showed my discomfort at being so rudely spoken to. I then if she could arrange a date for me to return and have the check cashed, explaining I did n't want to make unnecessary trips if I could n't conduct my business and she replied " NO and there will be a XXXX dollar fee, because it 's a business check '' I left the branch, with neither check redeemed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24551
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: We went to a local non-attached ATM at a local bank to put money in that we were saving for a week. We put a stack of {$20.00} bills into the ATM. The ATM ate some of the money and sent out a piece of paper telling us to call a number. We deposited the money that the ATM spit out and got a receipt for that money. The money is question is {$380.00}! We called the XXXX number. They put a temporary credit on the account for {$380.00}. That money was removed by the bank a month later. We went to the bank manager to see what could be done. We were supposed to be getting a call back about this matter. We waited a week because we received no call back. The bank manager said that he could not help us because there was no overage from the third party that runs the ATM nor from the bank. We went to the branch on XXXX XXXX where they know us by sight. The agent there made a complaint about the bank manager in the branch that we went to. She also found that although we had changed the address on the bank web site the change of address had not gone through and we were told to never change the address on line because it dos not work correctly. We were at a gas station low on gas when he bank card did no work due to the credit reversal. That is how we found out that the bank took their credit of our money back. The bank sent us paperwork to a P.O. Box that we had closed awhile back. We had to take a loan out to cover our bank account at that point. We received a rebuttal form in the mail and we called the bank about this matter again today. We were told that this could take 45 days if this gets approved. Where is our money?
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: 2016-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-17
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Hello, i am the victim of identity theft. Several debit card accounts were opened in my name, from XXXX and Suntrust. i have never applied for accounts to those banks, I live in the midwest, those banks are elsewhere. I have contacted both companies, there are now fraud alerts on my name. My question is how could this happen, I believe there needs to be much better security questions on the front end, before cards are issued and accounts opened. PLEASE do something about this, my life is being impacted in a very negative way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55410
Submitted Via: Web
Date Sent: 2016-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-16
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On Thursday XXXX XXXX, 2016 I tried to perform a transaction using my check from Suntrust Bank, my transaction was declined. I contacted Suntrust via telephone immediately to find out why and i was told my account had been closed, when I asked for the reason why, I was told it was per their upper management. I mentioned that I had not been contacted informing me of the closure, they said a letter had been mailed out the day before and that I would received the money from my account in 2 weeks. Today XXXX XXXX, 2016, I received a notification informing me that my account was over drafted by {$4.00}. I contacted them and explained that since I was given no warning about the impending closure of my account before it happened that it was something that did not clear until after they had closed my account and removed the money therefore I should not be responsible for it. I was told I still had to pay it or face an overdraft fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2016-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I was XXXX XX/XX/XXXX and did not receive income for approximately 5 months. Suntrust placed my mortgage in their home preservation department. I have submitted the same paperwork numerous times and every time they need something else and then the packet expires. I sent 2 full mortgage payments 3 weeks ago based on what I was told by the company, wire to wire transfer, and I received the money back because they will only accept the full amount. I received a letter 2 weeks ago stating my packet was complete and this past Saturday I had to fax pay stubs and today I got a call stating I did not complete 1 of the forms correctly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17315
Submitted Via: Web
Date Sent: 2016-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No