Date Received: 2016-01-25
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: This is the 2nd complaint about the same, unresolved issue. Let me start by stating that I do not think all the parties at SunTrust Bank are addressing or communicating with each other over this issue. The first problem comes into play that I did place a charge in XXXX XXXX for {$160.00}. Upon deciding that I did not want the service and did not like what was provided, I decided to contact XXXX XXXX and let them know to remove the charge. Between XXXX and portions of XXXX, I requested the merchant, XXXX XXXX, to remove the charge. Upon speaking with several of the representatives, the first of which promised to remove the charge, I thought this issue would be resolved. Not only was the money not refunded to me, but I was advised to take up this issue with my bank, SunTrust. I contacted SunTrust Bank on XXXX/XXXX/XXXX to place a formal dispute on the charge for {$160.00}. Once the dispute was placed, it took a very long time for credit to be issued. After contacting this agency and threatening with contacting the state attorney general, SunTrust issued the credit. The first complaint in reference to this was closed out when I spoke with XXXX at SunTrust. XXXX assured me that the dispute was closed in XXXX and the credit of {$160.00} was permanent. I assumed with the complaint being permanent, the money was mine and it was in the account. In XXXX XXXX, I received another letter from SunTrust Bank advising that the merchant responded to my dispute and was requesting that I provided the refund policy and other information to SunTrust in reference to the amount. We are already hitting the 4 month mark on this dispute and the unclear, XXXX letter from XXXX at SunTrust made this issue sound like it was far from closed. The money has been utilized for the {$160.00} and being told, after the 1st complaint against SunTrust, tells me there is a lack of communication between the Debit Card Fraud group and the executive group that handles these complaints. I have tried to call XXXX back on several occasions and I have left voice mails with her and in the general mailbox with no calls back. I was advised that I had to respond by XXXX/XXXX/XXXX in reference. I have no idea what I am responding to as I thought this issue was closed. This is causing a lot of aggravation, frustration, and an extreme feelings of disgust. SunTrust needs to get their act together. Thank you XXXX
Company Response: Company chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2016-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I was told if I opened an account that after I put in {$500.00} by a certain date I would receive {$100.00}, and after {$2000.00} I would receive another {$200.00}. I opened by account in XXXX. On XXXX XXXX I met the {$2000.00}. I was told I had 8 weeks before I would receive the money. I never received the money by XXXX XXXX. I went to the bank that I opened the account at and was told I met all requirements and should have the money by XXXX XXXX. After the XXXX I called sun trust complaints department and was told I had someone working my account. A couple days later I was called and told that I was supposed to open XXXX accounts to receive the money. This is not what I or my sister were told when we XXXX opened our accounts. I have another witness besides her that was in the office when i opened the account. We were never told that we had to open XXXX accounts. She has already gotten fed up with suntrust and closed her account, going back to XXXX XXXX XXXX. I now have XXXX complaints with the bank because it has been over two weeks since I have heard anything from the bank and over a month since I was supposed to receive the money. They act like they do n't even care. Even if there was suppose to be XXXX accounts opened, they should honor the {$200.00} they promised me. It was the the bank 's fault, not mine.
Company Response: Company chooses not to provide a public response
State: TN
Zip: 37129
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I had started a loan modification process with Suntrust, they immediately started reporting damaging and wrongful information about my account while being under loan modification process, which by law they ca n't! XXXX Suntrust requires you to NOT pay your loan for the XXXX 6 months to qualify for loan modification, so that they can start loan modification process, meanwhile they were submitting to credit bureau that i was behind 160 days then XXXX again and on & on. I got fed up with their loan modification process, I ended up selling my home and " paid off '' Suntrust in full along with their hefty loan modification attorney fees and any other fees they conjured up to rack more money. I informed them numerous times to correct the wrongful damaging, negative & hard hits placed, they said they would, to date they never have! I have letter from them saying was an " error '' they need to correct this and fix my damaged report along with all hard hits & negative hits once and for all!! And I want more then an apology!
Company Response: Company chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2016-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-26
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: I applied for an auto loan online with XXXX, a Division of SunTrust Bank, via their advertisement on XXXX. They gave me the option to have my personal information forwarded to another bank in the event I was n't approved for their loan ; I denied the option. They did n't approve me for the loan, and made a " hard inquiry '' on my credit report which caused my credit score to go down. I knew my credit score before filling out the application. Why did n't they simply tell me the required credit score so that I could avoid the " hard inquiry ''? I suspect that they want people ( that they are going to deny ) to fill out the application so that they can earn a fee by forwarding their personal information to other banks.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 95928
Submitted Via: Web
Date Sent: 2016-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-23
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Sun trust bank put a one week hold on a deposit I made on XXXX XXXX, 2016. I have document proof that each of the XXXX checks that made up the deposit were cashed at the respective banks on XXXX XXXX, 2016. Talked with a supervisor on XXXX XXXX, 2016 and was told they would release the money on the next day. They did not and they refuse to explain why the hold is still in place. Statement says the hold will release on XX/XX/2016. This is wrong!
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30534
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage is scheduled for foreclosure sale in XXXX. I have been trying to do a modification on my home for months now but to no avail. Please assist me as I am trying to save my home.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2016-01-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-22
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I overdrafted my account at the ATM in order to pay a bill but immediately deposited cash back into the ATM in order to bring my account back over XXXX dollars in positive balance. SunTrust 's policy is to waive overdraft fees if they are covered in the same day. The next morning I woke up to see that SunTrust had charged me XXXX dollars in overdraft fees in order to bring my account overdrafted again. As I already deposited all my cash into the ATM, I ca n't do anything to bring the account back into the positive. When I called and talked to multiple supervisors and managers, they said they would lower the fee by XXXX dollars as a once-per-year courtesy but they could n't do anything else. They said if I deposited money into the ATM literally " minutes '' earlier I would have been charged nothing. I find this to be extremely predatory and a trap to keep me in debt so that they can keep racking up their exorbitant overdraft fees. As a new customer who recently joined SunTrust and linked my direct deposits with their bank account, I feel I have been treated deceptively and dishonestly.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 21012
Submitted Via: Web
Date Sent: 2016-01-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I currently have a first and second mtg with Suntrust Mtg co from XXXX Va. In XXXX XXXX I applied for a Mtg modification. I requested a mtg modification due to reduction in income from retirement. On XXXX XXXX, XXXX I spoke by phone with the modification debt, XXXX and XXXX, they advised of additional information needed. They were n't really helpfull just reading from a script. Then on XXXX XXXX I received a letter indicating that my application for modification was turndowned. How can one day add info is needed and then it 's turned down. I 've called for the rep assisgned to my application but never able to get thru ( XXXX )
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30269
Submitted Via: Web
Date Sent: 2016-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-21
Issue: Dealing with my lender or servicer
Subissue: Don't agree with fees charged
Consumer Complaint: I was in school for over six years, XXXX of my loans was sold to various lenders. I was never made aware of this and now 6 years later, it is the only negative thing sitting on my credit report, and almost double the original amount. The contacted the collection agency about payments or settlement and they want far above what I can afford, and almost 2 years worth of payments.
Company Response: Company chooses not to provide a public response
State: NY
Zip: 12590
Submitted Via: Web
Date Sent: 2016-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-20
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I accepted Suntrust bank overdraft protection after reading their disclosure statement and what I needed to know about overdrafts and overdraft protection. In their statement it says : " An overdraft occurs when you do not have enough money in your account to cover a transaction, but the bank pays it as a courtesy. Suntrust can cover your overdrafts in two different ways '' : 1. We have standard overdraft practices that come with your account 2. They offer overdraft protection plans. It continues : " You will incur a fee of up to {$36.00} each time an overdraft is paid. '' On XXXX/XXXX/2015 my available balance was XXXX and my balance was XXXX. Since XXXX was the last business day until XXXX/XXXX/2015 all transactions made by me with my debit card would show as pending. My total charges from XXXX/XXXX/2015 thru XXXX/XXXX/2015 totaled XXXX against a balance in my account of XXXX. On the morning of XXXX/XXXX/2015 I received an e-mail from Suntrust informing me I had an available balance of XXXX. So all charges showing pending throughout the Holiday week-end would be paid with funds showing in balance of XXXX. Therefore none of those charges should have been charged an overdraft fee. Then at XXXX on XXXX/XXXX/2015 I was left without options and if not paid the utilities were due to be cutoff first thing Tuesday morning XXXX/XXXX/2015, so I used my debit card online and paid the utility bill. Well rather than doing what I have been told by several Suntrust employees a pending transaction amount is deducted from available funds so to pay transaction when presented by merchant. That 's not was done. They treated all transactions that were pending as if they came after the XXXX utility charge thus overdrawing the acoount and charging XXXX overdraft charges. There was never an overdrawn acccount. All charges authorized by me before XXXX were done with the available funds. Furthermore based on Suntrust documentation there was never an item presented without sufficient funds. I had the original XXXX available and when the XXXX was presented for payment on XXXX my direct deposit had posited. I feel Suntrust is very deceptive in its business practices. They do not adhere to their own disclosures. As a consumer how can you do business when they control your money and once seized by them it is impossible to have returned
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30655
Submitted Via: Web
Date Sent: 2016-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes