Date Received: 2016-02-24
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: This is a new complaint specifically on XXXX XXXX. I opened Certificate of deposit # XXXX back in XXXX with SUNTRUST BANK. Original amount was {$32000.00} every year I renewed this CD automatically. Every year I received interest and I received the form to report interest income to the IRS. I am now XXXX years old in XXXX and XXXX I could not do any banking due to health reasons. I started to go back to Suntrust Bank, and when I asked for this CD I was told at the XXXX Branch that I did not have any CD I had others but not this. I kept banking at the XXXX XXXX branch. I approached the bank with this issue accompanied by family members who can attest and every time I was told there will be research and they will inform me. Nothing happened. Finally due to theft from bank employees in my other accounts I started to complain to the XXXX. and then to your office. Lately, I mailed all these forms to your office with copy to SunTrust Bank to the attention of XXXX XXXX XXXX. And as usual got NO answer. I called this morning and you did not get my mailing I have the receipt from the postal office to your XXXX. Please note all other CD inquiries have been addressed or partially addressed by SUNTRUST Bank. But there is no explanation about this CD. It is been many years with no answer. Please help with this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2016-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-23
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: R.E.S.P.A. QUALIFIED WRITTEN REQUEST Dear Sir or Madam : Please treat this letter as a " qualified written request '' under the Federal Servicer Act, which is a part of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ). Specifically, we are disputing a ) the identity of a true secured lender/creditor, and b ) the existence of debt, and c ) your authority and capacity to collect on behalf of the alleged lender/creditor. Because of extensive criminal activity and fraud in this arena, we require proof of the chain of secured ownership from the original alleged lender/creditor to the alleged current lender/creditor. Further, we require proof that you are the entity that has been contracted to work on behalf of the alleged lender/creditor. Pursuant to " Subtitle E Mortgage Servicing '' of the " DoddFrank '' Wall Street Reform and Consumer Protection Act and pursuant to 12 U.S.C. Section 2605 ( e ) ( 1 ) ( A ) and Reg. X Section 3500.21 ( e ) ( 1 ), please provide all information requested in the attached QWR ( see attached file ). Suntrust Response is invalid and false : " The address XXXX XXXX XXXX XXXX XXXX, CA is NOT and it was NEVER the address for " XXXX ''. Invalid Phone Number. '' XXXX is a DEBT COLLECTOR & a SERVICER. XXXX does NOT ORIGINATE LOANS. XXXX XXXX XXXX on Behalf of other investors. You should be advised that within FIVE ( 5 ) DAYS you must send us a letter stating that you received this letter. After that time you have THIRTY ( 30 ) DAYS to fully respond as per the time frame mandated by Congress, in " Subtitle 'E ' Mortgage Servicing '' of the ''DoddFrank '' Wall Street Reform and Consumer Protection Act and pursuant to 12 U.S.C. Section 2605 ( e ) ( 1 ) ( A ) and Reg. X Section 3500.21 ( e ) ( 1 ). Pursuant to 15 U.S.C. 1641 ( f ) : Please provide the name, address and telephone number of the owner ( s ) of the mortgage and the master servicer of the mortgage. You should be advised that Violations of this Section provide for statutory damages of up to {$4000.00} and reasonable legal fees. The amendments also clearly provide that the new notice rules are enforceable by private right of action. 15 USC 1641
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2016-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: After moving money around between my various Suntrust accounts, I spent a lot of time trying to find the fee schedules for all my various accounts to make sure I did n't incur any service charges for low balances, etc.. I found there is no easy way to see the fee schedule for a specific account. There is a pdf online that shows the fees for the current products offered, but I have a bunch of older account types. I discovered that I had several {$15.00} charges on my money market account starting last XXXX because, while the current money market account being offered waives fees regardless of balance if an automatic checking transfer is in place, my older account did not. It 's hard for a consumer to avoid fees when Suntrust only publishes the fee schedules for the currently offered account types. I had to threaten to close all my accounts and move to another bank if those fees were n't refunded. A customer service rep refunded XXXX of the XXXX {$15.00} charges, but said that 's all they could do? I would like the other {$15.00} charge refunded as well. But, most of all, I would like Suntrust to simply make the fee schedule for each account type easily accessible so others do n't have to waste their time like I have. I see 2 possible solutions : 1 ) Make the fee schedule for each account easily accessible - even when those account types are no longer part of the current retail offering 2 ) Transition account types that are no longer offered automatically to new account types where the fee schedules are easily accessible. How is a customer supposed to know when their account type has become a legacy product and no longer important enough to offer an easily accessible fee schedule? BTW, how hard is it given the state of technology to give some sort of a warning to customers when they do something that is about to incur a fee ( with a link to the fee schedule for their specific account )? I get plenty of correspondence from Suntrust trying to sell me additional products and services. How about something I can actually use - like a notification that my balance has fallen below a certain level and I will be charged if nothing is done by a specific date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30092
Submitted Via: Web
Date Sent: 2016-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-22
Issue: APR or interest rate
Subissue:
Consumer Complaint: I was offered a O % APR credit card for 15 months, but instead received a card with 3.5 % APR.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2016-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-22
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: XX/XX/2015 I opened a complaint with Suntrust regarding fraud on my account totaling {$470.00}. The purchases were made over XX/XX/XXXX-XX/XX/XXXX. Not only were the charges made with vendors completely outside my purchase history, I provided my alibi of corporate payroll proving I was clocked into my work. Also, I tracked down multiple receipts from the actual vendors, XXXX being one in particular, which has every pattern of fraud one could think of. XXXX Salads, XXXX cans of motor oil, etc ... In addition the receipt shows a card not in my name being declined before mine was accepted for the purchase. Even with all the proof I gave to Suntrust and signing an affidavit affirming the transactions were not authorized by me or by any person acting with my authorization, knowledge, or content, Suntrust has denied my claim 4 times over the last 9 months. First was because the purchases " were in the region in which I was living '' and more recently because they are saying there is there is no way to prove there was a duplicate card or that someone did n't have my actual card with my approval. In addition, the revoking of my provisional fraud credit caused my checking account to overdraft twice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2016-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-21
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Case XXXX. ST is lying ; my groceries were not paid for so I left them at the store ; shortly afterwards I saw the charge {$280.00} ( as you say the amount was ) and disputed it with ST, not XXXX have a good grasp of your bank 's disputing a charge policy and would not transfer that policy to XXXX. So, no, I did not " dispute '' the charge with XXXX Since ST was doing exactly nothing, I contacted XXXX to see if they could find the transaction. Not to dispute a charge I called XXXX and spoke with the business office who could not find the transaction.She ( the XXXX rep who tallys the days earnings ) wished she could pay me. She had the Supervisors looking in the computer in the customer service area for the transaction, could not find it. I concluded that all the swiping that was done, one swipe recorded the charge and ends up on my ST checking account as a check # XXXX for {$280.00}?, no date when it was written, but it was paid the XXXX. On the deposit/credit list on the same statement, there is a charge XXXX to XXXX for {$280.00}.? I smell something fishy. Another lie, according to you, you boldly state I got XXXX to give me almost {$300.00} without a drop of evidence that I was entitled to that money?? Really? I do n't think you shop XXXX or have never tried to return something even with a receipt from XXXX. But they are going to hand over {$300.00} to me because I asked for it.. Then you continue your trail of tears by accusing me almost a week later approaching ST with a dispute for the same money? That is flat out slander, XXXX XXXX and you could be in a lot of trouble if I report your fable to the proper authorities. XXXX is not letting go of a dime without proper documentation, which I had none because the bank was doing nothing about the dispute I reported to the bank the same day I discovered it, which was days before I spoke with XXXX. Shame on you for coming up with not only a fictitious story, but a stupid story at that. That would be illegal ( extortion? ) and you better believe ST would have me arrested for trying to squeeze money from both XXXX and ST ... As stated before, I saw {$280.00} on my account, reported it to ST that night ( I believe it was a Friday , ST had me speak with the fraud dept and without telling me by Mon the account was closed and I was locked out of it. So quit lying, XXXX XXXX. please ans the following direct questioning : Why did you close my account without my knowledge, why did ST tell the XXXX staff to stop talking to me, were are the emails I wrote to ST and they responded super snotty? Were are ck # XXXX {$64.00}, ck # XXXX {$71.00}, ck # XXXX {$17.00}, ck # XXXX {$150.00}, ck # XXXX {$290.00}, ck # XXXX {$63.00}, ck # XXXX {$280.00} listed in the deposits/credits column of the same statement? What 's with the whako ck account ck # 's jumping all around? XXXX, XXXX. You still have alot of information you are withholding and are tossing in some fibs just to make it appear that I am a criminal. And YOU are the Assist. VP for the Client Advocacy Team? Oh, one last question ( for this round ), why did it take a complaint to the CFPB for you to come, sort of clean years later with some old, way overdue apologies? And I believe you still owe, me money from morphing, " I wish I could pay you '' to a store wide ceremony. Please own up to the fact ST withheld money ( illegally ) from my surprise closed account. Be brave and break the illegal practices of ST taking the poor 's money and calling us stupid when we catch it. I am so tired of manipulative banks ... just as tired as the court system seems to be. XXXX XXXX XXXX, NC
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28120
Submitted Via: Web
Date Sent: 2016-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-16
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Since XX/XX/XXXX, I am XXXX. XXXX ) In XX/XX/XXXX we became a XXXX XXXX with 31 years of no blemishes, a flawless organization with our banks, IRS and other community organizations. On XXXX/XXXX/XXXX, I did something I had done since banking, my husband asked me to deposit his {$30000.00} retirement check into the above organization 's Suntrust account since XXXX % of the money would be used for the ministry. He has always been a major contributor to the organization. Making deposits into the business account from my husband had never been a problem in the past ; therefore, we did n't think anything about making the deposit. .We had never deposited such a large amount but it never occurred to us that the amount made a difference until the bank 's representative told me the amount was too much for us. We also received a letter ( see attached ) from Suntrust stating the amount was too much. I was always told that you could deposit a personal account into a business account but not a business into a personal. The next day I called the bank to see why it had not been posted, a customer service called to verify the check and told me it had cleared and would be available within 15 min. ( See the attached withdrawal and deposit into XXXX ) In between the time I made the next call, we got rid of the old beds ready to go and get new beds for our youth. After the funds were unavailable within one hour, I called back and was told I had committed fraud, my account would be closed out and they would see to it that I would never have another business account. I repeated my relationship with XXXX and the lady on the phone became even nastier. I was in pain, confused and floored. We had given away the beds and I needed medical attention. The more I explained it was my husband 's check and the urgency of the check, the angrier the lady got. By this time I was suffering with severe pain and furious to what she was saying. She said a certified check would be released in 16 days or however long the investigator wanted to release it. I asked if he could come and show ID the next day to pick up his check. She said NO. I could not believe what she was saying. Again, the more I explained the urgency of the check, the more she became nasty saying it would be released when they saw fit. My husband and I went in to speak with XXXX XXXX, VP at XXXX XXXX XXXX to show his ID and correct any misunderstanding. After making a call, she looked at us and said it was out of her hands. I had been in to speak with her on several occasions ; therefore, we knew it would be settled. I called XXXX XXXX XXXX from the executive office. He seemed to be very concerned until he made a call. He called me back and told me there would be no Certified Check given to my husband and he will not be able to pick it up. He was very cold when he told me that they did n't know when the check would be released, it could be up to two months. When my husband called, XXXX XXXX refused to speak with him. XXXX XXXX told him, he could not speak to him because his name was not on the account. After many telephone calls, I begged and pleaded for him to release the check. XXXX . XXXX seemed to toil with our need. Our situation became XXXX and a joke to him and we knew that he was going to make sure we would not get the check for XXXX. Each time, he came up with a new reason why he could not get the check released. XXXX XXXX told me he was holding the check and until after he was able to force close my account out. stating the account was closed ) He could not close the account until he made sure that no checks came in on the fraudulent account. If any checks or withdrawals came in, they were going to take XXXX 's fraudulent check to pay them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2016-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-14
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: At the end of business on XXXX/XXXX/2016, my commercial business account had an available balance of {$31.00}. The bank indicates that a transaction from LawDepot.com in the amount of {$33.00} placed the account in an overdraft status of $ ( XXXX ). Subsequently, all other transactions ( XXXX XXXX transactions of {$1.00} each, and a XXXX 's transaction of {$9.00} for a total of {$20.00} ) were paid, with associated overdraft fees of {$38.00} per transaction. The preceding produced an account overdraft status of $ ( XXXX ). However, based on bank, cash management, and merchants ' date and time stamps, the transactions should have proceeded as follows : On Saturday XXXX/XXXX/2016 XXXX presented XXXX transactions of {$1.00} each for a total of {$11.00}, and a XXXX 's charge of {$9.00}. The account should have reflected a hold amount of {$20.00} and an available balance of {$11.00} until the first day of business on XXXX/XXXX/2016. The {$33.00} transaction from LawDepot.com was not held against the account until XXXX/XXXX/2016, was not posted until XXXX/XXXX/2016, and should have produced an account balance of $ ( XXXX ). The associated overdraft fee of {$38.00} should have resulted in an account balance of $ XXXX XXXX ). As of XXXX on XXXX/XXXX/2016 all holds should have dropped and transactions posted in accordance with placed holds on funds. This process would have resulted in XXXX overdraft, as opposed to XXXX. However, each of the {$1.00} charges and the {$9.00} were transacted on XXXX/XXXX/2016 with an associated overdraft fee of {$38.00} each, resulting in an account balance of $ ( XXXX ). Service providers ( e.g. XXXX, XXXX, XXXX, etc. ) offering immediate access to their products will electronically look at the provided accounts ' " available balance '' prior to releasing the product, placing hold on the funds as an assurance to payment. Service providers ( e.g. XXXX, XXXX XXXX, etc. ) offering a " test drive '' of their product line will give the prospective subscriber a " grace period '' before any charge is made to the provided account. In this particular case the " grace period ' was 7 days, to conclude on XXXX/XXXX/2016, thereby transacting against the account on XXXX/XXXX/2016, which for the bank is XXXX XXXX/XXXX/2016. Nonetheless, all other transactions should had been posted prior to the XXXX transaction. This has occurred on 2 previous occasions, with no satisfactory explanation, other than the refunding of all associated fees. Further, on XXXX/XXXX/2016 I made a visit to my branch of record, where the new manager refunded a total of {$120.00} in fees, with no satisfactory explanation, other than, " this is a courtesy! '' On XXXX/XXXX/2016, I made a visit to another branch, where I had the CSR give me a printout of the transaction history on my account. It is clearly evident from this printout that the " order of events '' is not in keeping with the produced results. I asked the CSR if he would put me in touch with the responsible department. I spoke with a very pleasant lady named XXXX, who was unable to provide me with a " reasonable explanation in line with the indicated date and time stamps ''. After I thanked her for her time and patience, I asked if she would transfer me to a supervisor for further assistance. I was transferred to an equally pleasant lady named XXXX, who proceeded to give me the same explanation. I asked XXXX to please notate on the account that the amounts were in dispute, and that I would be referring the matter to the CFPB. Your anticipated involvement in this matter is greatly appreciated.
Company Response: Company chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-11
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My name is XXXX XXXX and I am the XXXX. On or after XXXX XXXX, I opened up XXXX business checking account ( s ) with SunTrust XXXX I was in the branch for several hours working directly with the branch manager, a personal banker and a merchant account representative. I specifically, requested that my accounts be linked to prevent overdrafts, along with other request. I left that meeting with the direct impression that all of my needs had been met. On or after XXXX XXXX, I filed a dispute inside of the branch regarding XXXX debit card charges that were wrongly assessed to my account. To date I have not received any credits for those charges. On or after XXXX XXXX, my account was assessed over draft fees which totaled roughly {$180.00}, for debit card charges and a check transaction ; although I had more than enough money in my account ( s ) to cover them. I spoke with the branch manager " XXXX '' who rudely argued with me and informed me that my accounts were not linked and that I had never requested that service. All of which is not the truth. We bantered back and forth about it and he reluctantly gave me a credit for those charges. I told him that I would come in and refill out the required documents to have my account ( s ) linked. On XXXX XXXX, XXXX and the XXXX I tried unsuccessfully to transfer money from my merchant account to my operating account via my mobile app and my desktop computer. It kept giving me an error code. On XXXX XXXX my account went into the negative, a check for {$1000.00} had been returned and numerous fees had been assessed. I went to the branch and spoke with " XXXX '' about my account. Once again I had the money in my account ( s ) but due to a bank system error, it would not allow me to transfer funds. XXXX stated that sometimes the system will block you, if you are attempting too many transfers in a day. He told me that he would not credit me back for the fees, even though it was not my fault. I told him that I was going to file a complaint. On XXXX XXXX, I attempted to place a stop payment on the returned check but the SunTrust system, would not allow it, so I went to a branch ATM and withdrew out {$1000.00} to cover the check in cash that had been erroneously returned. On XXXX XXXX, the same check was re-presented for a second time and my accounts were assessed multiple fees and has remained in an overdraft status for two days. It 's egregious that I have had numerous problems with my account ( s ) in addition to having enough funds to cover every transaction that I have made. Lastly, I have had to deal with an argumentative and overzealous branch manager that has a clear problem with listening, understanding complex situations and the need to prove himself right in the face of overwhelming truth that he is not right. I am requesting the following : 1. All overdraft and return check fees be refunded to my accounts. 2. A block be placed on check number XXXX, in the amount of {$1000.00}, because it has already been redeemed in cash. 3. That my XXXX debit card disputes, be credited back to my account. My account ( s ) numbers are : XXXX XXXX XXXX
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2016-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: A fraudulent account was opened online in my name. Suntrust Bank was notified that it was opened and it was not me who opened the account. They " said '' they reported it to their fraud team for review and I would hear something within 24 hours or by closing time the next business day. I went to a branch of the bank to try and get help and my accounts were totally blocked. I spent 1 hour at a branch verifying my identity and I was told that only someone from the fraud team could unlock my accounts. I received no phone call from the fraud team within the 24 hours, so i called them. The fraud team at XXXX told me that they can not unlock my account, it has to be done in a branch. I STILL DO NOT HAVE ACCESS TO MY MONEY!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37087
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No