Date Received: 2016-02-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My hazard insurance renews this month, and I decided to change carriers. I advised Suntrust Mortgage ahead of time of my decision, had my new carrier provide all of the required information to Suntrust, and advised Suntrust NOT to pay my old carrier. Suntrust ignored my request and paid my old carrier anyway. Now I 've got a policy I do n't want, a new carrier who has n't been paid, and Suntrust refuses to help me. I want the premium they disbursed to the wrong carrier refunded to my escrow, the correct carrier paid, and some sort of compensation paid to me for all of the time I have had to spend trying to unravel this mess they 've created.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: In late XXXX, early XXXX of 2015, I made some purchases that were supposed to go through my XXXX account to my XXXX XXXX account. Instead, XXXX erroneously charged my Suntrust account. I had been trying to remove this account from XXXX for months but kept getting errors. I contacted Suntrust to stop any transactions from XXXX and XXXX, the banker, told me she would handle it. Weeks passed and my account went negative from the issue because the charges were never blocked. I contacted my banker again, only to find out she was no longer with Suntrust. The branch manager at the time stated she would look into it and get back to me. Another week passes and I call to find there is a new branch manager who knows nothing about the situation. I stated I wanted to have this resolved and she said there was nothing she could do because the account was now in closing status. She said to wait until it fully closes and call back. I did. When I called back, I was then told there was nothing I could do because the account was closed and I would have to wait on a letter. Now, this account is reporting to my XXXX and Suntrust is being very " oh well '' about it, when they can clearly see the multiple attempts in my account from XXXX. XXXX needs a better system for removing accounts and Suntrust just needs better customer service. I 'm still trying to handle this account 8 months later and I 'm just getting the run around for the most part. Suntrust just wants me to pay the money and that 's about it. This is causing me so much financial stress because I ca n't get a bank account with my husband at his credit union with this on my file.
Company Response: Company chooses not to provide a public response
State: NC
Zip: 28303
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Suntrust allowed a debt collector to garnish my wages, even though my wages are from XXXX ( social security ). I informed the creditor, XXXX, that I was very ill and on XXXX. I lost my job because of my health, yet had been consistently paying the creditor, XXXX before I lost my job. I called XXXX XXXX XXXX ( creditor ) informing that I lost my job and was applying for XXXX. They refused to work with me. Suntrust never sent me a letter warning me of garnishment or to confirm my source of income ( which is an ETF deposit monthly from Social Security ). Suntrust allowed both my savings and checking to be put on hold and charge enormous fees for " holding '', overdraft, and a garnishment fee. They also admitted the creditor, XXXX could see my account and explain what charges were pending. How is this possible? The bank was negligent for not confirming that my income was from XXXX or prevent the collection agency from garnishing my account or if the garnishment was legal, ensuring that the limitations on amounts by law were legal ( they charged both my savings and checking accounts the garnishmen ( so XXXX charges for XXXX garnmishment ) than placed the accounts on hold ). I never received XXXX notice giving me the opportunity to show my income was from XXXX.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 22602
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-11
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I had submitted a complaint last XXXX to Suntrust, asking them to finally correct damaging and false information sent to the credit bureau telling them the following ( word per word on my CB ( credit bureau ) report ) : XXXX Suntrust Mtg DELINQ XXXX Late Dates XXXX, XXXX, XXXX FORECLOSURE INITIATED ; CONVENTIONAL REAL ESTATE MORTGAGE ; XXXX ACCOUNT/ SERIOUS DELINQUENCY. To then get a reply today from Suntrust saying they reviewed my concerns on their negative information they sent to CB, stating they are required to report accurately, then goes on to state I became delinquent in XXXX XXXX, funny how they never mentioned that in all my 13 years of my loan I was never ever late till then. Then mentioned payment was posted in XXXX XXXX, XXXX and claims that was the last payment ever made. I have all copies of my payment history to Suntrut along with a full log report of my entire ordeal for my " loan modification process ''. Then Suntrust claim it is NOT their practice to encourage delinquency on their mortgage to qualify you for a loan modification - that in its self is such a lie, the first thing they told me was, since I was up to date on all my payments I would not qualify for loan modification program, to qualify I would need to be at least 3 or more months in rears for them to even review my application. I paid off my entire mortgage loan after my regular home sale, along with Suntrust hefty attorney fees and numerous other fees they conjured up even though they claim I had a " trial plan ''. I decided to sell, then to continue being webbed in a vicious circle from Suntrust modification " program '' to keep increasing my debt. Attach is the letter from Suntrust to me after I had contacted them several times back in XXXX to have them correct my CB report. In their letter they never apologized, but told me it was determined that an " inadvertent clerical error was made '' and requested that XXXX, XXXX & XXXX update my credit report accordingly. Unreal how Suntrust, after submitting wrongful and misleading information to someones credit report, say it was an error! yet even after sending me that letter, Suntrust never sent any information to CB to correct their so called " error ''. All I have asked Suntrust is to remove their the damaging and false information. Now you be the judge here, as seen in the beginning of my complaint, they stated I was in " foreclosure initiated '' which was never true, you clearly see suntrust reply saying they " never practice in telling customers to become delinquent on their loans '' for the purpose of initiating a " loan modification '', the other false information they sent to CB was telling I was 120+++ days late. First of all when you start a loan modification I was told the process would be on hold till the modification process became active and " no negative report would be sent to CB '' Lies after lies, I am fed up. I may be just a number to Suntrust with no concerns for all the negative remarks they sent to CB over and over again. It 's time Suntrust corrects this once and for all.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 337XX
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: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX 2015 my husband went on XXXX, the year before we had a modification, we were not prepared and 3 months went by when i called Suntrust they said we no longer offer repayment plans you have to pay it all. Well, we did not have all the arrears then since my husband was in XXXX. His process lasted until end XXXX and in XXXX they dismissed his case and went back to normal pay by then i had already submitted a workout package to Suntrust. They went ahead and recorded and XXXX and by XXXX NOT even do we were under review, telling we will postpone. Then mod gets denied and they tell me that we no longer aqualify for any workout because of our previous mod ( which was never explained that if we got that mod and there was a change of circumstance we will not qualify ) Everytime i call i get told we have a sale date but send a package for review, then i get told no you dont qualify, i feel there is dual tracking and nobody really knows what to tell us anymore. All i have been asking since last summer is for a repayment plan since we are back to normal and im making enough money to cover the payment and the arrears in a repayment plan i even offer them to add to back of the loan and do a balloon payment. our goal was never to loose home, in XXXX when we got the XXXX my wife lost her dad which put my family at more stress. We have worked with Suntrust and provided all the documents required 3 times already and honestly not sure why. I am a XXXX from XXXX XXXX with 20 years in and i have proposed several solutions to them to help and now the only solution is {$28000.00} or foreclosure, to my understanding CFPB is her to help and at this point i have no other than to ask for help. My family loves our home i did not get sick on purpose life happened and now i am trying to take my house out of foreclosure, when Suntrust can clearly see i can afford it and will repay them. We pay the home insurance on time all the time and keep up the house and take care of the home, we have {$7000.00} saved to start repaying all we need is a chance to get cought up. Thanks for your help XXXX
Company Response: Company chooses not to provide a public response
State: CA
Zip: 92407
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-09
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: To : Consumer Financial Protection On XXXX/XXXX/15, I asked my wife, XXXX to deposit my retirement check into our XXXX. I have always considered the organization to be a part of me even though wife started the organization before I met and married her. Down through the years, we have deposited many of my checks into that account which has never been a problem for us. My wife have handled very large sums of money for me EVEN BEFORE WE GOT MARRIED AND SHE HAS NEVER TAKEN FROM ME.. I will always trust her and she the same with me. After she told me what happened we both were beside ourselves. I could not believe how they spoke to her. We knew it was a mistake. After my wife went to the bank on XXXX XXXX, spoke to XXXX XXXX. VP and was told there was nothing she could do, we both on thought it was best to go on Saturday XXXX XXXX to let her know who I was. I asked her to call wherever she needed to call to let them know I was there. When I tried to give her my driver 's license and XXXX card which she refuse to look at them. She was very adamant and told me it was out of her hands.I went back that Monday, asking for my check. I told her that I was not leaving until I could get it. It was at that time she looked at my XXXX after she made the call. Again she told me it was nothing she could do, it was out of her hands. After several attempts of calling XXXX XXXX and XXXX XXXX, I finally got XXXX XXXX on the telephone ; he first stated he could not speak with me because my name was not on the checking account. I reminded him that it was my check that I was calling about then he abruptly said he would probably mail it. I told him it was close to XXXX and we needed the check to do what needed to be done. He did n't say anything else, he hung up the telephone. He told my wife he was holding my check and not closing the account out yet making sure no activities were on the account. She asked him how he could pay money from my check when they said the check was fraudulently handled. He said he could and they can send the check when they felt like it. It was out of his control. XXXX XXXX never called back. XXXX XXXX made so many promises to my wife that he was going to do the best he could but each time we called XXXX XXXX, XXXX XXXX seemed to be upset and he would change and say he could n't do anything. XXXX time he was waiting on it to come out of depository, then the next day he was waiting on the fraud unit to close out XXXX, even though we received letters ( see exhibit XXXX ) that the account was being closed and would be reported as fraudulent account. After that I closed my account out with them ( exhibit XXXX ) The early retirement was taken because of emergency ; my wife needed a minor XXXX, repairs. XXXX for our XXXX and for some to get home with their relatives. None of the above has been done. A few of our children left because once again someone broke a promise to them. These children were XXXX. We have had an account with Suntrust for years and my wife much longer. We have never had a problem with the bank. As you can see XXXX of ( exhibits XXXX ) we are the main contributors, in-kind and monetarily. We ask that you really help us with this. I am XXXX and my wife XXXX years old with no where to turn. As you can see we desperately need to pay our bills. ( Exhibit XXXX ) On the XXXX of XXXX, I was given a {$30000.00} certified check from Suntrust from XXXX bank, which XXXX XXXX told the banks not to honor. When I asked how would we cash the check, XXXX XXXX leaned down in my face and said you will in front of my wife that she did n't care where I cashed it but it would not be there or with another Suntrust .After visiting A Suntrust who had the money, when called XXXX XXXX , said do not cash it.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2016-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-06
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX 2014 I received notice from SunTrust Bank that a check I received by mai for {$2500.00} had been returned and a deposit item return fee of {$12.00} would be charged to my account. I accepted the actions and fee assessed to the account and considered the issue closed and the {$2500.00} deposit would be reversed from my checking account balance. On XXXX XXXX I receive notice that SunTrust Bank had turned my account over to their fraud / XXXX department, closed my my checking and savings account, and submitted a fraud report to Early Warning Services ... XXXX in XXXX Arizona. My issue with SunTrust Bank is their handling of the deposit and filing a fraud report on my account when they had initially placed the deposit on hold from XXXX XXXX XXXX of 2014 which should have been enough time to determine if the check could be processed or not, along with my contacting their customer service department via chat session to obtain the status of the deposit on hold and being told the funds would be deposited to my account the morning of XXXX XXXX 2014. During the time the deposit was on hold there were no transactions paid or withdrawals processed from the checking account and no loss was encountered by the bank and I have submitted documents along with this statement as proof of what actions were done by the bank.
Company Response: Company chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-06
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX SunTrust XXXX branch rep XXXX XXXX opened a personal acct for me, I clearly told her to put promotional code on the new account with {$200.00} bonus. I also asked her to print out promotional offer for me. I have email confirmation showing the account was enrolled in promotion on XXXX XXXX, XXXX. On XXXX XXXX, XXXX I had more than {$2000.00} direct deposit came into my account which qualified the promotional offer requirement. This Rep told me it takes about XXXX weeks to get promotional bonus. Now it 's been 5th week after the account met all promotional requirement. However when I contacted the customer service, I was told emailed that no promotional code listed on my account. Also when I checked the promotional status of enrollment, it shows not qualified. Same as my business account. On XXXX XXXX, XXXX XXXX XXXX opened my business account and handed me promotional offer. I have email showing business acct was enrolled in promotional offer on XXXX XXXX, XXXX. On XXXX XXXX, XXXX I enrolled in XXXX XXXX which qualify the promotional offer. However she blocked my enrollment for 20 days until XXXX XXXX, XXXX in order not to pay {$400.00} promotional bonus. On XXXX XXXX, XXXX she told me it takes 4-6 weeks to receive {$400.00} promotional bonus. Now 5 weeks passed since acct met promotional requirement. But enrollment shows not qualified. At this branch, I experienced terrible services and harassment. Such as missing deposit on XXXX XXXX, XXXX ; Cancel account on XXXX XXXX, XXXX ; Blocking online banking on XXXX XXXX, XXXX ; Blocking other features on XXXX XXXX, XXXX ; Blocking enrollment of Online Cash Manager for 20 days ; Violation of customer privacy to copy Deed and Settlement sheet to obtain physical address which against my will on XXXX XXXX, XXXX ; Repeatedly let customer sign same document 6 times ; Extremely bad attitude and harassment at branch on XXXX XXXX, XXXX and other occasions ; etc. I have filed 3 complaints just within 10 days of account opening with this bank regarding all these listed issues. I am asking {$600.00} promotional bonus to be received immediately since all requirement were met. I also ask this bank to delete all my personal information to close the accounts AFTER I RECEIVE MY DEPOSIT AND THE PROMOTIONAL BONUS.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2016-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage servicing provider ( XXXX ) transferred my mortgage to another service provider ( Suntrust ). This is a standard procedure and I went through the process several times before. However, this time I was not informed about the transfer from either company! Because XXXX had a wrong address on file I did not receive their notifications. Additionally, since the new service provider ( Suntrust ) relies on the address from the previous service provider, I did not receive any communication from them either. I found out about the transfer a few months later via a coincidence. I checked my credit report and noticed that my credit score dropped. Apparently I had a mortgage with Suntrust that was more than 30 days late. I was confused as I had been making timely payments to my my mortgage provider. I called XXXX and they informed me that they are not my service provider anymore and they referred me to Suntrust. Both providers admitted that they had the wrong mailing address and that the mail they sent to me had been returned to them. I do n't understand why Suntrust did not try to call me and why they reported the late payments to the credit bureaus when they obviously had the wrong address!? I immediately settled my balance with Suntrust as they were very adamant about the outstanding balance. At the same time I am still waiting for XXXX to reimburse me for three months of mortgage payments I sent to them. To add XXXX more twist to the story : my account will transfer to yet another service provider ( XXXX XXXX XXXX, I think ) in less than 14 days. Since I did not receive any information or notifications about this transfer either, I can only assume that Suntrust continues to use a wrong address. This is very frustrating!
Company Response: Company chooses not to provide a public response
State: TX
Zip: 77004
Submitted Via: Web
Date Sent: 2016-02-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-05
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Do to recent events that Loan # XXXX is missing a large amount of funds from escrow & loan principal balance, further there is evidence of misapplied, duplicated, removed funds and faulty XXXX. The borrower is requesting evidence which SunTrust has so far ignored. SunTrust stating that they originated the loan but now they are only the Servicer NOT the Note holder/Investor. Certified Copy of the Note, all Assignments and Endorsements. ( see attached official Request )
Company Response: Company chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2016-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes