Date Received: 2016-02-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Issue : Suntrust 's Unethical business practices and an unreasonable increase in monthly mortgage payment. The first increase was from {$750.00} to {$1000.00}, a difference of {$310.00}. After numerous discussions with Suntrust, the mortgage was adjusted to {$870.00} which is {$110.00} more than I started with during the course of one year. I have a tax assessment from XXXX XXXX Government, XXXX XXXX XXXX XXXX XXXX which states as of XXXX XXXX, XXXX. I was approved for XXXX XXXX Special Assessment of 4 % approval based on the % of ownership ( XXXX XXXX ). I am currently billed at 6 % and have not received a refund payment for the 2 % difference. I paid the 6 % for one year. I was told by Suntrust Mortgage I had to wait until the tax bill was issued, and that bill was issued XXXX XXXX, XXXX. Each of the XXXX previous loan service providers who bought the mortgage note prior to Suntrust also refused to make any adjustments to the mortgage payment which would reflect 4 % state tax. Instead of a mortgage payment decrease there was an increase 4 months after Suntrust Mortgage became the servicing institution. This increase has caused a severe hardship and emotional angst. I am a retired senior with XXXX source of income and may have to consider selling my home if I do n't get some financial relief.
Company Response: Company chooses not to provide a public response
State: SC
Zip: 29445
Submitted Via: Web
Date Sent: 2016-02-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-03
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On the nigh of XXXX/XXXX/2016 to XXXX/XXXX/2016 it appeared that Suntrust reorganized my transactions to create more overdraft fees that there should have been had they be posted in the order received.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23508
Submitted Via: Web
Date Sent: 2016-02-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/2015 Suntrust Bank in XXXX notified me that they had placed a new insurance policy on my home for something like {$16000.00} a year! I was shocked and scared. They said my insurance policy had expired. I knew this was not true and had to get with my insurance agent to work this out with them. My insurance agent documented to them my policy had been transferred but NOT cancelled. At no time did I not have insurance. Suntrust agreed and took the forced lender policy off my house. HOWEVER, last week I get a escow notice from them that my escrow is now increasing my monthly payment by {$1000.00} a month. I called them and was on hold for 30 minutes before talking to anyone. Once I did talk with Suntrust they said they had started an escrow on my account because of the forced lender insurance policy in the fall. After discussing this issue with them for 2 hours it is still not resolved. I have a no escrow loan with Suntrust in my documents. Suntrust has now put me in an escrow status because of a mistake they made XX/XX/2015. Also, I have NEVER been late on my Suntrust mortgage payment and have a credit score of XXXX. What Suntrust is doing is a systematic issue at their company and putting their customers in a bad situation. Can the CFPB help me with this?
Company Response: Company chooses not to provide a public response
State: AL
Zip: 35209
Submitted Via: Web
Date Sent: 2016-02-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust home equity line of credit statement cycle was XXXX XXXX, XXXX to XXXX XXXX, XXXX. Payment for this cycle, of {$690.00}, was made on XXXX XXXX, XXXX and is correctly reflected on this statement. Website incorrectly showed statement date as XXXX XXXX. Another payment for the following cycle was made on SunTrust website for {$690.00} on XXXX XXXX, XXXX and received on XXXX XXXX. That XXXX XXXX payment DOES NOT appear on the XXXX XXXX, XXXX statement. SunTrust also did NOT credit the payment for the current billing cycle, and claims another payment is still due. 45 minutes on the phone and XXXX different representatives, and repeated explanations, and no resolution yet. Claiming they will research and get back to me.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2016-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I with my daughter visited your Bank at XXXX XXXX XXXX XXXX, XXXX, GA XXXX and opened account for me and my daughter to enable me to keep deposit in it for my and my daughter 's expense and for her school fee. XXXX XXXX after completing all necessary documentation and formularies and after checking our Passport and other ID and keeping its copies opened our account with your Bank. On same day letters with heading Welcome to SunTrust Online Banking as also issued to both of us. Later Debit card was also issued by them. On XXXX XXXX I was in XXXX, my daughter informed me that Sun Trust bank has closed my account and they refuse to give any reason and my money was collected from bank by my daughter, at the time of collecting money my daughter as given full assurance that she will not have any problem with her account and told her not to close her account. On XXXX XXXX, XXXX when my daughter was in XXXX and was trying to book her ticket for XXXX her debit card did not worked and she phoned Bank and asked about reason, reason given was that they have closed her account and regarding her money they said that cheques is in mail and will be delivered on my address. After coming to USA I did not found any cheques in my mail box, therefore I visited Bank with my daughter and met XXXX XXXX XXXX, Branch Manager, of SunTrust Bank, XXXX, GA XXXX, he very clearly told us that they have closed our account because we are from XXXX / High risk area, this was very insulting for us because and regarding our money he said that they have mailed cheque to us and can not do anything more and if we do n't receive or do n't receive cheques is our problem and he has nothing to do with it. He further gave us had written note mentioning cheque numbers, cheques amount and mail date that is XXXX/XXXX/XXXX. XXXX/XXXX/XXXX is Sunday and on Sunday Banks are closed how this cheque was mailed on Sunday, we asked him to make stop payment of so called cheque and issue us another cheque which he refused to so. Since XXXX XXXX was not picking our phone calls and during our personal visits to bank was discriminating us we have to called customer service of this bank and asked them to inform us any other branch of Sun trust Bank from where we can get our money back and we were told to visit XXXX XXXX, Branch Manager of SunTrust Bank, XXXX XXXX XXXX XXXX XXXX, XXXX GA XXXX In this branch we met XXXX XXXX and XXXX XXXX, both of this officers were very polite and co operative and they issued us another cheques. It took us more than a month to get our money back. We request you to kindly inform us that if US law says that you can not discriminate any person for their location or religion and Banking code says that firms should give customers at least 30 calendar days notice before closing their accounts, than why sun trust Bank is discriminating us. Why Bank closed our accounts without any notice If Sun trust bank does not want to keep relation with XXXX person than why they have opened our account and was sitting on our money knowing that if my daughter can not pay her school fee in time what problem she will have to face. What action will you take against Sun trust Bank and XXXX XXXX XXXX, Branch Manager of SunTrust Bank. How bank will compensate us for harassment, insults and problem we had to face for trusting them and opening account with them and keeping our money with them Regards XXXX XXXX.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2016-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX I am filing this complaint because : 1. I was not given an address or expected monthly payment date of the HELOC during the closing at the XXXX Suntrust Bank location 2. I was given the run around in attempting to find out why the account remained frozen 3. The number I was given to pursue the issue was for the " Home Retention '' department at Suntrust and I fear that I was intentionally misdirected in my search for answers so that Suntrust could foreclose on my home 4. I was not informed that the account would be closed based on my answer to the question, " Do you feel the bank was at fault in this situation? '' 5. The closing did not take place at a title company in which payment details would have been discussed 6. I was not informed that paying the HELOC by credit card is actually a cash advance from the credit card and not simply a payment against my credit card On XXXX XXXX, XXXX I applied for a Home Equity Line of Credit with Suntrust Bank. I chose Sunstrust Bank because my mortgage is through the same bank. The process was completed the first week in XXXX and closing was at the bank location in XXXX, Virginia. The total amount of the HELOC was {$25000.00} of which I withdrew half. The remaining {$12000.00} remained at Suntrust. I continued to pay my mortgage, of course, but never received a bill or statement for the HELOC, nor was the statement available electronically. On or about XXXX XXXX, XXXX I received a phone call from a person that identified herself as a Suntrust Bank employee asking for personal information. I was distrustful of the approach and decided to inquire of the situation, ( as to why my personal information was requested by phone ), in person at the XXXX, VA branch office. On this visit I found that my HELOC was past due. I paid via credit card, the overdue balance and the next month 's payment. I was told that the HELOC account was frozen and would not be available for withdrawal for 72 hours. About 3 days later I returned to the bank and was told by the teller that the account was still frozen. I was given a number to call to obtain more information. I was told by a customer service representative at that number that I was few hours off of the 72 hour deadline and to try again the next day. Due to the holidays I was not able to try again until XXXX XXXX, XXXX. The account was still frozen on XXXX XXXX. I was told to wait another 72 hours. I returned to the bank on XXXX XXXX, XXXX, the account was still frozen, at this time the mortgage processor attempted to gain information pertaining to the situation from the number that I was given previously. He was told that the account needed to be reinstated. I completed the reinstatement form, had it notarized and faxed from the XXXX location. I was told that it would take 7 to 10 days to complete the request. I returned on XXXX XXXX, the account was still frozen, I was told to wait a couple more days. I returned on XXXX XXXX and was told that the account was still frozen. At this point another XXXX branch employee attempted to gain information as to why the account was still frozen, this person also requested that the findings be relayed to me diraectly. On XXXX XXXX, XXXX, I was told that the reinstatement form was not received by the bank, even though it was faxed by the XXXX location employee, ten business days previously. In this conversation I was asked if I felt this was a bank error, I responded that I was n't sure, and probably not, if the notice was lost in the mail. The employee responded that, because I did not state that I felt the bank was definitely at fault, the account would be closed and I would have to reapply for a new HELOC.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2016-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I became behind on my last months mortgage which was due XX/XX/XXXX. A XXXX unidentified call kept showing up on my phone - It turned out to be my mortgage company Suntrust - I talked to them and told them I had previously requested a HAMP package from their XXXX office - they stated they had to ask me to pay the amount of last months payment asap and that they would call EVERY DAY until they were told by the HAMP office that they did not need to or until I paid it. They have called every day sometimes more than once a day since. I consider this harrassment. I have already sent my paperwork for the HAMP into the Suntrust office via mail. Please help me stop this.
Company Response: Company chooses not to provide a public response
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2016-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-27
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: SunTrust has now processed XXXX checks from a business located in XXXX through my personal checking account in XXXX Florida. They were made aware of the situation in XXXX and did nothing to protect my account. It happened again in XXXX ( twice within a couple of days ). No one can say what happened as the source of the error. They supposedly put a block on my account for any checks greater than the # XXXX but that did not prevent the situation from happening a XXXX time last Saturday. Their comments have included well the other account number is similar to yours and we can not tell when or where this transaction took place. Someone was supposed to have called me yesterday with an update regarding the safety of my account and I received NO phone call with regards to the ongoing negligence of SunTrust. Since no one can pinpoint what the problem is or why it keeps happening clearly my money is not safe with SunTrust. I have been a customer with them for over 18 years and now this. There is no way checks from the same company should continue to be processed through my personal account. Luckily I do not live paycheck to paycheck as the amounts of the checks approximately {$880.00}, {$470.00}, {$650.00} and {$740.00} could have been a huge problem for me. This could have caused a huge burden for me financially and SunTrust has not interest in researching the issue to prevent this from ever happening again. Not to mention they charged me a stop payment fee for a check that was not mine that they processed through my account. Something very wrong is going on at SunTrust.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-28
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: This complaint is in regard to Suntrust Bank and their overdraft practices. Recently, I inadvertently overdrew my account by {$42.00} through XXXX transaction. The next day, several items that had been previously pending cleared my account and I was assessed XXXX overdraft fees for {$36.00}. One the day these transactions cleared, the purchase that overdrew my account was still pending. All of the transactions posted to my account with a positive balance. Suntrust advised that overdraft fees begin the moment the " available balance, '' becomes negative. That is, the balance in the account that changes throughout the day. I had several other items pending that cleared causing overdrafts because of the way they manipulate their processing. I paid XXXX overdrafts for overdrawing my account {$42.00} with XXXX transaction. The total in fees for this XXXX overdrawn transcation is {$320.00}. Suntrust 's practices directly conflict with FDIC guidance, and are usurious to say the least. Suntrust will not refund any overdraft fees, and acknowledged that the fees were assessed even though the account was only overdrawn 1 time.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32789
Submitted Via: Web
Date Sent: 2016-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: It is with great frustration that I am submitting this complaint. I have requested a loan modification twice with SunTrust to no success.. I am definitely not accepting their decision. They do not want me to appeal the denial. I feel their decision was based on incomplete or un-reviewed information. They have send me a list with various option indicating eligibility and ineligibility. I want my house. I am not accepting a deed in lieu. Why can they work out a plan that will allows to remain in our home. They have not consider the circumstance beyond my control. I was diagnosis with XXXX.. I was unemployed for a long period of time I had no other recourse than to request a work out plan from SunTrust Mortgage.. Refinancing not an option at the time. Our mortgage balance is more than what our home is worth. This situation cost me my job. Shortly after my personal life was like a turmoil.. It came down to where my wife and I separate it for a year due to this horrific situation. We have let Santrust know that thy have not helped us or done anything to help us. She now has returned home and contributes XXXX % to our household expenses We want to maintain our home. I really will like Sun Trust to consider my request. I have file an appeal. I have send all the documents required for a review. My wife " s income was higher for the year 2015 and will continue.. We are confident that we can take care of this mortgage as long as Sun Trust adjust my principal and interest and extended the terms of the loan. Please note that we are not looking to ignore our responsibility. Please help us out.
Company Response: Company chooses not to provide a public response
State: NY
Zip: 10990
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No