Date Received: 2016-03-29
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: Suntrust Bank acquired several fraudulent student fin'l aid loans in my name. They refuse to discuss these with me and provide chain of possession information about them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2016-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The payment amount on our mortgage doubled to {$3300.00} per month on XX/XX/XXXX. We kept up the payments through XX/XX/XXXX. In the meantime, we had listed the house for sale and we entered into a Binding Agreement with the buyer for the house on XX/XX/XXXX. The house closing was scheduled for XX/XX/XXXX. We moved out of the home on XX/XX/XXXX. The buyers extended the closing twice, then were in breach as of XXXX. They assured us they would close, but then terminated the contract with no reason on XX/XX/XXXX. We got the house back on the market as quickly as we were able. After several attempts, I was finally able to get through to a rep, XXXX XXXX XXXX, at the SunTrust Loss Mitigation department on XXXX XXXX. He advised me he was my regular rep. On that phone call, I was informed that they had scheduled a foreclosure sale date of XXXX XXXX. I told him we had received a letter stating the next increase in payment, but had NOT received any written documentation or any phone calls informing us of the foreclosure. I was advised I could avoid or delay the foreclosure date by completing documents for a loan modification. I was told the paperwork had to be submitted two weeks in advance of the sale date. As both my husband and I are self-employed, we had to get our financials completed by our respective accountants. In the peak of tax season, this took time. However, I did get the documents submitted on Monday, XXXX XXXX, along with a hardship letter. I received confirmation of their receipt on that same day, by someone other than my rep. I was told my rep was unavailable, which forced me to have to speak with XXXX-XXXX different reps each time I called to follow up. This caused much confusion and misinformation about the loan modification process, the paperwork 's accuracy, confusing terminology, and learning of information was not provided in a timely manner. One of the reps, XXXX XXXX XXXX, displayed a cold, robotic manner, offering no help or empathy, which inflamed the situation even further. I left messages for the department 's supervisor, XXXX XXXX XXXX, but received no return phone call. On Friday, XXXX XXXX, I called again and reach XXXX XXXX XXXX. He said he had no update on the status of the modification process, after I was first informed we should have had a response within 24-48 hours of the receipt of the paperwork. He advised me he would look into it and call me back. I did not receive a call back from him that day or on Saturday, XXXX XXXX -- as he advised he would be working that day. I called again this morning, Monday, XXXX XXXX at XXXX, and was connected with XXXX XXXX XXXX . Again, the conversation with her was filled with much confusion and aggravation. Yet again, her cold, robotic manner, and short, clipped responses along with her defensiveness, inflamed the conversation in this highly stressful and emotional situation. Through her confusing terminology, my understanding at this point, is they have rejected our loan modification request and will proceed with the foreclosure sale date of XXXX XXXX. Following that phone call, I sent an urgent email to XXXX XXXX XXXX, President & CEO of SunTrust Mortgage, complaining of my experience with the Loss Mitigation department, and seeking her intervention. I 've also left her and her assistant voice mail messages, and have not received any replies. Time is of the essence. We must stop this foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2016-03-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am writing to file a formal complaint and ask for assistance in getting my funds from Suntrust Bank. On XXXX XXXX, 2016 I made a {$3100.00} deposit at the XXXX GA branch. I asked the Branch manager when the funds would be available and she said they would be available at mid-night. The next day I went to XXXX XXXX to purchase materials for a job I was working on and the transaction was declined. I went to the bank and the same manager laughed and said " I guess you cant have access until XXXX XXXX '' and walked away. I asked her why and she turned around and said " You can have your money on XXXX XXXX '' and, started laughing. I was very upset and I said " This is XXXX that I cant have access to my own money '' and walked out. I called Suntrust and filed a complaint against the branch manager and about 3 hours later I received a call from a security guard for Suntrust that said I was no longer allowed in that bank. I asked him why, and he said she filed a complaint against me. The same branch manager tried to have the manager at XXXX ( the bank is inside ) to have me banned from XXXX. She does not know that he is a personal acquaintance of mine and he told me that she said I was trouble and not to let me back in the store. He refused her request. I reached out to the District Manager and she informed me that my account was closed and that I would have a check cut and released on XX/XX/XXXX. I have not received any type of notice about any holds on my account and I have not received any notice that my account was being closed. I called on XX/XX/XXXX, and she now says that I can just sit and wait and there is nothing she is going to do. It is now XX/XX/XXXX and the funds are still being held by Suntrust. I have called the company that wrote me the check for my work at XXXX and they said the checks cleared their account on XXXX XXXX. The customer service at Suntrust tells me all they can see is the account says " under investigation '' and there is nothing they can do. It has been 20 days ( 14 business days ) and, my funds are still being held at Suntrust with no signs of them giving me my money. I have sent numerous emails to XXXX and do not even get a courtesy response from them. In the mean time, I am past due on my mortgage, truck payment, electric bill, and have limited money to feed my family. I also do not have material money to complete my next job because of the funds being held. I am told you are the person that can assist me with the wrong actions I have with Suntrust. Please contact me at XXXX if you have any questions Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31605
Submitted Via: Web
Date Sent: 2016-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-28
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: My name is XXXX XXXX on XXXX XXXX 2016 I was pre qualified for the home I wanted to buy in XXXX XXXX by suntrust mortgage loan number XXXX. My credit score is over XXXX I have been workin for the same company for 8 years and I have money in the bank. After an enduring process of all these unheard of stipulations they had me doing which went on for more than 2 months harassing my boss constantly on the phone and getting him to write letters, as if i havent been working and paying my taxes, Also including work on the house before I owned it telling me i was conditionally approved if I fixed certain things, I had to get a licensed contractor, a licensed ac guy, and a licenced electrician which cost a pretty penny I met all there demands. I feel these people from suntrust were biast towards me because I 'm from XXXX they were n't acknowledging me throughout this process constantly ignoring me and my phone calls not being helpful with the loan process which we know can be a hassle actually making it more difficult for me because it 's my first home. I 'm an American from a XXXX backround my father was a XXXX XXXX and retired one in the great city of XXXX they treated me like I was n't raised XXXX yrs in this great free country we call the United states, My closing date was XXXX XXXX that week the lender wasnt ready with the paperwork instead of giving reasoning to why they were n't going to make the closing or to get in contact with the seller or title Co to extend my closing which was XXXX XXXX, At XXXX XXXX on XXXX XXXX they called me on the phone and verbally declined me, no email nothing written on paper stating why they declined my loan which the law requires to be done. I felt they were XXXX and biast towards me because there is no reason to deny me the loan I meet all the necessary credentials. All I want is to live the American dream and buy my first house a place I can settle down and eventually raise a family. Thank you for your time XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2016-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-27
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Victim 's debit card was used to fraudulently withdraw {$27000.00} from my Checking and Money Market accounts with SunTrust. On XX/XX/XXXX, Victim filed an online report of fraud ( Claim XXXX ) with SunTrust 's Fraud Department On or about XX/XX/XXXX, Victim filed a report with XXXX Police ( Case # XXXX. Note : On page XXXX of said report, the alleged offender acknowledged his guilt. On/about XX/XX/XXXX, Victim prepared and filed FTC complaint XXXX. On/about XX/XX/XXXX, Victim filed a 2nd compliant with XXXX Police Department ( Case # XXXX ), XXXX Police Department, XXXX, GA XXXX, Phone : ( XXXX ) XXXX On XX/XX/XXXX, Victim filed a report with XXXX XXXX Police Department ( Case # XXXX, XXXX XXXX Police Department, XXXX, GA XXXX, Phone : ( XXXX ) XXXX On/about XX/XX/XXXX, Victim filed a FBI Internet Crime Complaint Center ( ICXXXX ) # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30338
Submitted Via: Web
Date Sent: 2016-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was trying to make 1/2 a mortgage payment each time I got paid ( bi-weekly payments ) starting XXXX 2016. This was paying early, but I wanted to even out my bi-weekly budget and wanted the payment to come out early in the period. For payment due XX/XX/XXXX and late XX/XX/XXXX, I was paying 1/2 after XX/XX/XXXX the previous month, with the 2nd half paid after XX/XX/XXXX - so that the second payment would be received by the mortgage co. shortly after the XXXX. XX/XX/XXXX I got a call about being past due. I explained the situation and was told it would be fixed. I made an effort to pay 5 days later than I had been doing thinking that might help, but then I got a call XX/XX/XXXX saying I was past due. I agreed at that time I would not pay 1/2 payments anymore, and was told it would be resolved by XX/XX/XXXX. As of a late notice dated XX/XX/XXXX, I am late a full payment ( not just 1/2 ) as well as having late charges in the amount of {$99.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30341
Submitted Via: Web
Date Sent: 2016-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have a bussines account at Suntrust Bank, as well a personal account wich is close by now, from my bussines account Suntrust bank took XXXX USD with out any autorization on my side. I need this money immediately and Suntrust is refusing to credited it back. I 'll apreciate your help. Best regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20110
Submitted Via: Web
Date Sent: 2016-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-26
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I had deposited {$1200.00} ( XXXX checks ) in my checking account on XXXX/XXXX/2016. I received a letter from the bank ( Sun Trust ) dated XXXX / 2016 along with a copy of my deposit ticket ( both sides ) showing that they received and credited my account in the correct amount, but stated that they debited my account in the same amount for " items not included in my deposit '' I was confused and waited for my monthly statement. When I received this it showed both the credit and the debit. I have spoken to several of he employees at the bank bank several times and each have said they need a week or so look into this. As of today I still have not received any explanation as to actually why they debited my account.
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: 2016-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-25
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I 've recently had my position eliminated and not a clue that it was taking place. The day my position was eliminated I called SunTrust to ask what help was there if any-collections rep told me to call customer service and then the back and forth began. Last week I called in again to ask what help was there and was told about the " re-write '' program for auto loans. I thought wow there is divine intervention. XXXX with XXXX whom seemed genuinely wanting to help. We spoke about the program, the reduced loan payment terms, moving my payment for XX/XX/XXXX and XX/XX/XXXX to the end of the contract and my first due date under the re-write as XXXX XXXX, 2016 and made it very clear this payment could not be late and that I was responsible for the current late fee and so the process began. I was told that due to state law my former partner needed to be contacted to get his verbal confirmation, but this was only a formality-I would be sent the documents needed to be signed and returned.my ex partner called in and was told that he too would need to be sent documents from another rep in the " re-write dept. and was given the same info-this is not a reapplication no credit checks and all was good to go. Called in this past Monday ( XXXX/XXXX/16 ) to ask for tracking information for the documents that were needed. I was told there was a processing error in the documents. In Thursday XXXX/XXXX/16 received a call/voicemail from Suntrrust asking to please return the call. I did and was informed that the " good to go '' re-write was denied. When I questioned why I was informed that the decision was due to lack of income to which I reminded XXXX that I had unemployment benefits of {$470.00} weekly it should known that I specifically asked should I be sending in that type of documentation and was told no. I explained this income to XXXX and was told that he would take it to mgmt. I contacted my ex partner to ask if he had gotten any calls from SunTrust with this news and was assured that his only contact was from the prior week when I asked him to call in. Later thatbafternoon I called back to see if there was any update and the rep whom answered was extremely flippet with the questions I asked and restated " mgmt can change a decision '' asked what reason was given for denial of this re-write and was told " cause of your payments '', I asked I 'm sorry what was that you said " cause you been late ''. I asked if there were any appeal processes in place-and was quickly told nope. This is misrepresentation of agreed terms made by and carried out by an employee who has the day to day practice of performing re-writes for those hit with unexpected and unforeseen circumstances who has flat out lied to myself and my ex spouse and continued this bait and switch tactic by confirming that the documents were being sent out earlier this week. I have asked to speak with upper mgmt and repeatedly told that is not possible, they do not take calls nor can a call be transferred. Called back to ask what appeal process there was and the young lady was so completely spiteful in her tone and manner to which she answered my questions " umm sir mgmt said no and you were told you 'd get a decision with 48-72 hours. The decision was made Monday and your were told today 72 hours as you was told ''. I said that 's convient when I was told Monday that all was good and the delay was an error in getting the docs out, so now I 'm not approved despite being told I was- '' umm sir again you was told that it was up to mgmt and they said no ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75006
Submitted Via: Web
Date Sent: 2016-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I fell behind on my mortgage and made an arrangement with my mortgage company, SunTrust Mortgage to have the funds required to bring my loan current withdrawn on XXXX XXXX, 2016 as I was to receive a bonus from my job. The funds were deducted on that date and my loan should be now in good standing. It has been two weeks now and the funds are in a suspense account at the mortgage company but my loan is still being reported as past due. Furthermore, l I began receiving correspondence from a foreclosure attorney as foreclosure proceedings have begun. I have been in contact with both my mortgage company ( SunTrust Mortgage Company, loan # XXXX ) and the attorney XXXX XXXX XXXX, XXXX with no one being able to explain what happened and what is being done to stop the proceedings.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2016-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No