Date Received: 2016-04-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am reporting ongoing harassment, intimidation, intentionally deceptive business practices by Suntrust Mortgage , Inc in their dealing with me about my V.A. Home Loan. Suntrust may be in ongoing violations of the requirements of their Court Settlement agreement of XXXX and XXXX in which Suntrust agreed, among other things, to no longer conduct deceptive business practices. For the past three years I have been dealing with Suntrust Mortgage , Inc. in my many attempts to retain my home. Suntrust refuses to answer my many emails to them about their intentionally deceptive, illegal, and ongoing acts and instead keeps insisting to speak to me on the phone, so there will be no record of what was said that day. I have spoken to many different Suntrust employees on the phone during the past three years and I always get a different answer from each of them, followed by their denials of having told me things. That is why I now will deal with them in writing, so there will be a printed record of everything Suntrust does. In XXXX XXXX I applied to Keep Your Home California ( KYHCA ) Principal Reduction program because I could not afford my monthly mortgage payment of {$780.00} because my only income is {$1000.00} from the the V.A. non-service connected Pension ( beginning in XXXX XXXX ). On XXXX/XXXX/XXXX Suntrust received {$62000.00} from KYHCA Principal Reduction program with the two very specific purposes : 1- reducing my principal balance on my V.A. Home Loan with Suntrust as well as 2- to have them refinance that loan in order to reduce my monthly mortgage payments. Suntrust accepted that money, but only reduce my principal balance and did Not refinance my loan thereby leaving my monthly payments at {$780.00}. On XXXX/XXXX/XXXX Suntrust mailed me a letter in which they wrote that if I wanted to apply for their " Recast '' of my loan, Suntrust wanted an additional {$5000.00} ( non-refundable ) from me as their principal curtailment fee to " Recast '' my loan and that would only Re-Amortize it, and Not refinance it. This is the latest deceptive and illegal acts by Suntrust for the past three years I have been dealing with them in my many attempts to retain my home and during which Suntrust keeps trying to steal my home through their intentionally deceptive, heavy-handed, and harassing acts whose sole intent is for Suntrust to foreclose on my home. I sought assistance from the V.A. ( XXXX XXXX ) about this ongoing harassment by Suntrust and he contacted a Suntrust employee named XXXX who told XXXX XXXX that the letter was a mistake and that the {$62000.00} received by Suntrust on XXXX/XXXX/XXXX covers that {$5000.00} principal curtailment fee on the XXXX/XXXX/XXXX letter and that i could apply for Suntrust to Modify my V.A. Home Loan with them. Among other things, Suntrust claims that they are so big that employees from one of their departments may not be aware of what other employees may be doing when dealing with my V.A. Home Loan with Suntrust and that could be why their " errors '' happen. It is my opinion that Suntrust is again conducting the very same deceptive business practices for which the Federal and many State government agencies brought legal action against Suntrust and which are detailed in the Court Settlements of XXXX and XXXX. I am lucky to have the V.A. assisting me with this ongoing and very stressful illegal acts by Suntrust, but many other home owners may not have access to such assistance are being preyed upon by Suntrust without those home owners having any recourse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Long story made short ... ... ..Aunt had fraudulent activity on her accounts at Suntrust. XXXX was notified and investigated the case and the case was closed. Aunt made me her Power of Attorney when she entered XXXX home so that I could help her with her bills. SunTrust refuses to let me stating her accounts are ALL frozen because of investigaton. XXXX says they never told SunTrust to do this. My Aunt ca n't touch her money even though its her social security money that is in accounts. If she needs something she cant even touch her own money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32811
Submitted Via: Web
Date Sent: 2016-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-07
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX, 2015 I made an electronic check payable to XXXX XXXX XXXX of XXXX for {$52.00}. The check was found to never have reached them and it was discovered through Suntrust the charge was not authorized. ( See attachment Proof of fraudulent check ). Then Suntrust proceeded to credit and debit me the {$52.00} which had no effect to me receiving a refund and charged me a return item fee of {$12.00} on top of that ( see attachment return item fee showing my checking activity. I had to pay XXXX XXXX XXXX the {$52.00} last month since they never received payment so altogether I 'm out {$62.00} for a fraudulent check that Suntrust admits was not authorized. When I called their Dept of Fraud Prevention and Claims Escalation at XXXX they said the case is closed on their end and offered no remediation of the funds and the return fee. I can be reached to discuss this further at XXXX Sincerely XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Violation of mortgage. Mortgage FRAUD
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: 2016-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-06
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On XXXX/XXXX/16 I checked my balance online, prior to making a purchase at XXXX XXXX XXXX. It said my balance was {$70.00}. I had a an item pending, but my available balance once the pending item was applied, was still plenty enough to cover my purchase. I purchased {$30.00} at XXXX XXXX XXXX, and went home. That night I looked at my balance, as I do daily. I had money available, although I do n't recall how much at that moment. It was a positive balance, and I saw my XXXX XXXX charge go through for {$25.00} ( less the tip amount, which was {$5.00} ). The next day, on XXXX/XXXX/16, I believe I did n't glance at my balance at all, or make a charge. On Friday, XXXX/XXXX/16, I took my sister to the airport and paid for {$2.00} worth of parking, and we got some ice cream for my kids. Since I had n't used my card since the day before, I was sure I had enough to cover the {$15.00} ice cream and the {$2.00} parking, which would have left my balance at {$22.00}. I did n't see this as a problem as I had a deposit that the depositing bank had emailed me about that stated it was due to post to my bank account on XX/XX/XXXX. I assumed that would occur, and either way my balance was positive. That night I paid {$15.00} toward a presidential campaign donation. Right before I went to bed, I wondered why my bank had not yet posted my deposit, but still I had a positive amount of money in my account. Saturday, I woke and looked at my account, hoping the deposit had finally posted. It had not, and I had now a negative balance, due to XXXX overdraft charges that were erroneously charged to my account beginning with the XXXX XXXX charge. So, this here is the problem. At no time prior to that morning, did my account say I was negative, nor did it say I did n't have enough to cover the very first charge I made, that they say made me overdraw. My balance online still reads {$70.00} prior to the XXXX XXXX charge, and they charged me {$38.00}. Next they charged me another, and another, all snowballing because of the first erroneous fee. It continues on today. I have spoken to the bank on three occasions. Once by phone, when the Rep just told me I was overdrawn, which obviously was not true. The next time I emailed, and was given a basic default response, that had n't much to do with what I 'd emailed about. The third time I contacted again by email, no pretty upset. I was given a response that they would look into the matter and either way call me immediately. That was two days ago. No call, no answer. I want my money back, and hope you can help. As of today, XXXX/XXXX/16 they have fined me {$220.00}. When my deposit came through finally on XX/XX/XXXX, I withdrew the money at the ATM. Then, they fined me for that!!!! I clearly had that money in there. This is just ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22901
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-06
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: My loans went to collections, and I was garnished. I went through a program to get me back onto track, and get my loan into good standing. They said after 6 months of on time payments that they would end the garnishments, and my credit would be clear. I had to file bankruptcy. I called in to make my payment XXXX day, and they told me the program had been closed, and I had completed it in good standing. This was 15 months later. My loan never left garnishment. Now they want me to make a second payment every month after they have already taken the money out of my check. I just went back to college, and when I asked about a deferment during college they just moved my currently owed payments to the end of my loan, and are still billing me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65536
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-05
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.
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: 2016-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I paid my mortgage on time. I actually paid them extra money by check. When I went to my bank they had drafted extra money from my account without my authorization. This is the second time they have done this. A few months ago I paid {$850.00} cash money to them. The next week I had checks bouncing all over the place because they kept the cash AND took another {$850.00} from my personal bank. How do they do that? I did n't authorize my bank or them to take ANY money from my personal bank. This is affecting my reputation and my creditworthiness. In fact it is damaging to my reputation in the community.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28655
Submitted Via: Web
Date Sent: 2016-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-31
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX/XXXX/16 I received an email alert letting me know that my checking account was overdrawn. The email was puzzling since I know that I had not purchased any big ticket items. I immediately went to the bank branch where I opened my account to see what happened. This is what was explained to me : My checking account had been charged a series of 'mini fees ' that had been collected through debit card transactions. I asked why would the bank allow the transactions to continue when there was no money in the account? There was a mediocre explanation that eventually led to a requested print-out, by me, of my account. The print out revealed that SunTrust had been charging fees to my account of XXXX for each and every transaction. On some days, my account was charged up to XXXX of these XXXX fees on the same day. I 've been with SunTrust for less than six months, and they continue to, or the employee who opened the account, continues to make glaring errors in relation to my account. How? First, the account was set up improperly. Second, the representative who opened the account did not explain all of my options to me. This experience leads me to believe that there is poor management at this branch location ( XXXX XXXX ) and that the manager, XXXX XXXX is doing a horrible job with both managing and properly training his employees. On XXXX/XXXX/16 I left a message at the branch requesting that XXXX XXXX call me. On XXXX/XXXX/16 when I saw XXXX XXXX to check on my account status, he had not even looked into it and explained to me that he had been busy. On XXXX/XXXX/16, XXXX XXXX explained to me that again he had been busy. It was not until that day that he even begin addressing my account. To this day, he has not taken responsibility in the mismanagement of my account and instead is trying to cover up for his employee, XXXX XXXX, who opened my accounts. I believe that XXXX XXXX and XXXX XXXX are more interested in meeting their account quotas instead of the care and attention to the consumer. When I first opened account XXXX XXXX made a serious error of placing all of my money into my savings account instead of my checking account, as I had requested. This resulted in gross errors that led had to be straightened out when I went to pay my bills ; Certain payments did not go through due to XXXX XXXX 's error. In that instance, I do not believe XXXX XXXX was counseled by his manager. Something is amiss in the training if XXXX XXXX is allowed to continue making these mistakes and his manager is content with making excuses for his employees instead of re-training his employees and making sure the consumer is okay. XXXX XXXX sent me an email claiming that he tried to call me on the XXXX, but I do not believe that to be true, as I received no phone call. I, once again, had to be the one following up with him concerning my account. A total of approximately XXXX in fees were charged to my checking account ; fees that are both exorbitant and ludicrous seeing the nature of the fees. SunTrust was allowing card transactions to go through whether or not there was any money in the account. I feel that this was an instant payday predatory practice by the bank as they are aware that my paychecks are direct deposited every two weeks like clockwork. I believe that I was seen as an easy target and money could be made from my account due to my direct deposit. I will reiterate that these options were not explained to me thoroughly when I opened my account. My account was set up improperly. It is for this reason that I am requesting a full refund of all of my fees. SunTrust has violated my trust and is exploiting the consumer. My account was being charged for debit card transactions of XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, etc. SunTrust is taking advantage of consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2016-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-30
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I started a bank account checking account because I had no other options. I was on XXXX. I do n't remember signing up for overdraft protection and I git hit with multiple overdraft fees. I think they reversed XXXX XXXX I got hit with over XXXX fees in a row, I hen asked then to turn off overdraft but they continued to charge overdraft fees on subscriptions I had. They said I have to have the balance current. There is no branch in my state so I ca n't make deposits either to make my account right. I asked to close the account but they refused. Now I will be charged negative balance fees. Please see my statements. I do n't mind paying a couple fees but they just do n't stop. I cant get them to close the account I am trying to make a new start I just filed my BK case today and I am low income. This is not helping me. That 's why I chose Suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes