Date Received: 2016-01-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an account with Suntrust Bank and less than a month later they closed my account and froze access to the funds without warning. No one is able to give me an answer after talking to multiple agents. First I was told I would receive a letter in 7 - 10 business days along with a check for any funds that were in my account. They froze access to my account on XXXX XXXX and my first direct deposit to this account was scheduled for XXXX XXXX. I was told they received my direct deposit and it is being stored in a warehouse. I called back today on XXXX XXXX because I 've received nothing from the bank. I was told they did not close out my account till XXXX XXXX and it will take 7 - 10 business days from that date to receive any funds in my account. Please help me get my money back.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 21244
Submitted Via: Web
Date Sent: 2016-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-29
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My wife and I have an active savings and checking account with Suntrust Bank. We began to to experience a problematic series of overdraft charges beginning in XXXX of 2013. My wife had enrolled us in an service they promoted as being able to help us with possible overdrafts to our account in order to ensure that our large bills such as rent and car payments would not be affected by a late processing deposit or refund from a return etc. Starting in XX/XX/XXXX and continuing for several months, we began to notice that purchase or payments made over the course of several days were processed or posted to our account in a very irregular pattern. We would pay for or purchase items on a Monday and see those post to our account sometimes as much as three or four days afterwards. What bothered us was that we would see these post to our account on the same day as purchases made several days later. An example might be where we would pay our rent on a Monday, make several purchases over the next several days and then have ALL of these transactions post on the same day incurring, several hundred dollars in overdraft fees. I made dozens of calls to understand why this was occuring and Suntrust " offered '' to refund to me XXXX or XXXX of those charges when I confronted them on their admitted practice of batching our transactions from highest to lowest instead of by date of transaction. We had never been provided information on how they would process our transactions and in what order. I evenetually was forced to de-enroll our accounts in the overdraft coverage protection and advised Suntrust over a recorded call to disallow any future transactions when our account no longer had sufficient funds for any purchase due to pending account transactions that would result in our account balance being depleted. Thankfully the overdraft fees APPEARED TO BE stopped and we were able to begin to recover HOW to recover from over {$2500.00} in over draft fees incurred during that time. Recently we have begun to see overdraft fees AGAIN applied to our account despite the fact that we were specifically informed that any purchase made on our account when we had insufficent funds for the purchase would be automatically denied. This has resulted in us incurring an unexplained an unknown overdraft fee amount totaling upwards of {$400.00} more dollars and in all appears to be over the last two years in excess of $ XXXX-XXXX in overall fees from Suntrust. I have included as many financial statements as I could acquire but can not gain access to those from 2013 when this all began. Suntrust informed me that the charges were due to purchases made using our " account '' and their " routing '' numbers and not through a credit/debit purchase which they would have denied. This did not make sense as neither myself or my wife have at any point given this information to the retailer 's or services that the new overdraft fees had been attached to. We have in the last two to three months incurred several hundred more dollars in " overdraft fees '' despite never being re-enrolled in any type of service offered by Suntrust, not agreeing to any such service, and having been informed that any such activity in the future would not incur overdraft fees.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 319XX
Submitted Via: Web
Date Sent: 2015-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My existing mortgage servicing was transferred from XXXX XXXX to SunTrust Mortgage Inc . Shortly thereafter Sun Trust did an escrow analysis and refunded me {$2300.00}. On XXXX XXXX 2015, I received a letter from Sun Trust that in fact my escrow account was short {$4100.00} And either I paid the full amount or my mortgage would go from {$2500.00} to {$2900.00}. When I called for an explanation I was told that when the servicing was transferred, XXXX XXXX had not paid my local town taxes. I told them that they should go after XXXX since they were they ones holding my escrow and should have made all payments prior to the transfer. I returned the money they sent me in error but I will not paid anything more than what I was paying before the servicing was transferred. It is Sun Trust mistake and they not me should be responsible. I spoke to their Customer service Virginia, XXXX XXXX and XXXX XXXX who did the research and realized their mistake on XXXX/XXXX/15. See attached correspondence and tax statements from town.
Company Response: Company chooses not to provide a public response
State: NJ
Zip: 07076
Submitted Via: Web
Date Sent: 2015-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-25
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Suntrust Bank is avoiding completing the short sale process. We were clear to close in XXXX 2015, when the bank " just '' noticed names had changed due to marriage & divorce ( this should have been caught up front, I provided a marriage certificate in XXXX 2015 when this process was started ). In XXXX 2015, we were needing an updated approval letter from Suntrust to bring this short sale to a close. Suntrust representative XXXX XXXX replied that the short sale expired XXXX XXXX, 2015 and we were outside of contract. Now the bank is not responding to the short sale coordination team. We have been working with the bank for a year now with no resolution. The short sale coordinator has well documented notes of all communications with Suntrust ( and XXXX as the XXXX involved ). The resolution desired is to complete the short sale.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2015-12-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-24
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I received a letter in the mail from Suntrust about suspicious activity on debit card. When i called in, I did find fraud ; closed debit card and have a case no. My first issue is this is the third time this has happened, only with Suntrust ( once on business account, twice personal ). I think they may have a security breach issue. I am angry because they would NOT credit my account for the amount of the fraud until after investigation. This is happening 2 days before XX/XX/XXXX, plus they knew it was fraud, they detected it. XXXX fraudulent charge for {$240.00} and XXXX for {$25.00}.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2015-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I submitted a appeal of a recent email of modification by Suntrust. I was approved with the same data XX/XX/XXXX/XX/XX/XXXX and made 2 of 3 trail payments. I diverted from making the 3rd and final payment due to using funds for a critically ill parent that just expired. I informed Suntrust of the hardship and asked for an extension for that reason and business reasons in XXXX 2015. Suntrust canceled my forbearance and modification. Suntrust informed me to apply again. I did so with the same data that was used to approve me just 90 days earlier. Suntrust manipulated and falsified my data submitted and falsely used it to decline my request for a modification. Suntrust asked me in the appeal letter to address information regarding a lien and I sent attorney information on that matter. Suntrust did not take the information I sent as trust and modify it with my request. Overall, this has been a brutal experience where my data has been manipulated or falsified or discarded so as to allow Suntrust to deny my modification.
Company Response: Company chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2015-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-23
Issue: Communication tactics
Subissue: Used obscene/profane/abusive language
Consumer Complaint: I have been subjected to repeated abusive and harassing telephone calls with SunTrust Merchant services for an alleged debt. The debt has been disputed as the original charges were due to a " system error '' at SunTrust. Although SunTrust has acknowledged their own error, they continue to harass me with collection attempts.
Company Response:
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2015-12-30
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2015-12-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was notified in XXXX that the mortgage payment ( {$500.00} ) I paid, XXXX XXXX for the XXXX XXXX due date had not been credited to my loan and was being " held ''. Apparently, my monthly payment was increased ( due a requested review of my escrow ) to account for potential shortage. I did not receive information explaining the increase from {$490.00} to {$590.00} before paying the historical amount. Once notified, I requested to have additional information sent, inquired into whether a credit bureau mark had taken place and requested that the {$500.00} being held be credited to the account as appropriate. I then set up the additional {$100.00} payment to be dispersed ( XXXX/XXXX/2015 ) as well as paying the XXXX XXXX payment due ( {$600.00} ), which I was informed was going to be the new payment moving forward. Since completing, I have received XXXX calls, that I now view as harassing in nature, in which Suntrust Mortgage is claiming I owe an additional {$490.00} ( on top of most likely late fees charged in error ). I do not agree with these tactics, as I 've not failed to meet the standards outlined within my contract. I pay my mortgage every month, the required amount and have been more than willing to adjust as needed. As of now, should Suntrust Mortgage fail to update and correct their records on file, should I incur any form of negative impact from their inabilities, I will seek legal counsel.
Company Response: Company chooses not to provide a public response
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2015-12-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We are filing a complaint against SunTrust Mortgage Inc. which relates to our current Construction Loan. SunTrust is currently holding {$29000.00} of construction loan funds and is not responding to our numerous requests to move our loan to a permanent loan vehicle. The deadline for loan conversion was XXXX/XXXX/XXXX. Due to the persistent unresponsiveness of SunTrust representatives, we have been forced into a default situation, which has now been referred to counsel. Despite repeated attempts to contact SunTrust representatives, our attorney has been unable to even schedule a telephone meeting with anyone from SunTrust. At this point, we are likely incurring extra fees and interest charges. We would move our business elsewhere, but, due to a lien claim filed by our General Contractor, another institution can not process a new mortgage, which would convert the construction loan to permanent. Background : On XXXX/XXXX/XXXX, my husband and I signed a contract to build a custom home with XXXX XXXX XXXX XXXX. On XXXX/XXXX/XXXX, we closed on a Construction Loan with SunTrust. We raised some significant design issues with the builder in XXXX XXXX. After repeated denials to resolve or discuss the issues, we engaged legal counsel for guidance. The Builder became irritated and began taking confrontational actions from this point. The builder informed us in writing that he would not allow us to move into our home until we fired our counsel, despite the fact that the Builder dealt with us through counsel. Our scheduled move in date was XXXX/XXXX/XXXX. Per our contract, we are required to resolve disputes via XXXX. After unexplained and possibly intentional delays caused by the builder, the Certificate of Occupancy for the home was finally received on XXXX/XXXX/XXXX. The Builder requested a final inspection by SunTrust for the final draw. The SunTrust Inspector found that there was no vanity/sink installed in the powder room and could not mark the home at 100 % complete in order to authorize release of the final payment. On XXXX/XXXX/XXXX, a Loan Originator from SunTrust, XXXX XXXX, who had not previously been involved on this matter, called the Builder to advise him that we were intentionally withholding funds, which was a false statement. The Builder sent us an email and promptly filed a lien on the property. We received a filed Claim of Lien via certified mail on XXXX/XXXX/XXXX. Due to the pending lien claim, SunTrust issued a " cease funding notice '' on XXXX/XXXX/XXXX.
Company Response: Company chooses not to provide a public response
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2015-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was sold to Suntrust Mortgage in XXXX. They sent me correspondences to my home notifying us of the change. We have never been late on a payment and actually pay ahead on our mortgage so it can be paid off early. Everything was fine until XXXX/XXXX/XXXX when I received a phone call from their collections department. They told me that I had not paid the complete amount of my house note. She showed my house note to be $ XXXX. I told her that was not correct that my house note was {$1000.00}. She disagreed with me. She then put me on hold. After returning she explained that Suntrust had put lender applied insurance on my home. I explained that I have continued coverage on my home since I purchased it in XXXX XXXX. I told her my policies and who they were through. She asked me to verify my mailing address. I told her it was the same as my home. She disagreed. She then got another department on the phone. They finally where able to get it corrected after multiple security questions. She then was connecting me to their insurance department. She disconnected me. I called back finally reaching the insurance department. I talked to XXXX. After putting me on hold for a few minutes found that I did have a policy and said everything was fine and it would take 2-3 business days to get a refund into my escrow account and 14 days to get my account straightened out. We were out of the country and returned on XXXX. When I returned they had sent me another statement that had the inflated $ XXXX payment again. I called them on XXXX to find out what was wrong again. After they dropped my call twice I finally reached their collections department again. They had not removed the lender applied insurance and had charged me a second premium. Note that my annual premium is less than {$2000.00} per year. They are now charging me {$1700.00} per month. At this point I called their customer service number to reach someone who could assist with my issues. They could have cared less. She sent me to the " tax '' department. The tax department attempted to send me back to customer service who disconnected me again. I called back again and asked for their insurance department. When XXXX XXXX answered I asked to talk to a supervisor. She said she would assist and if could n't help she would pass me on. She reviewed my policy and found that the city in the address on my declaration page for property address insured was XXXX instead of XXXX XXXX. I told her it was the same area but she would not accept. She said she needed a new declaration page. I called my insurance carrier who faxed them the corrected declaration page on XXXX. XXXX I called and talked to XXXX at Suntrust to make sure they had everything. He said they did and I would get a credit for the amount they had charged me. XXXX I get a letter from Suntrust stating they had credited my account back XXXX/XXXX/XXXX. However they were going to charge me {$4600.00} going back to XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. I will start working on that today. My issue is they mailed me letters to my home when the purchased mortgage from XXXX XXXX. From that date until XXXX/XXXX/XXXX I have never heard a single word from Suntrust. Finally they called my cell phone for collections Why have n't they ever called me before now? I have talked to their insurance group at least XXXX times in the past month asking them multiple times what is needed to get this resolved. Then I get another letter for something that has never been brought up before. They never, during my 4-5 hours of conversations with various parts of their organization, ever mentioned the lender applied insurance going back to when they purchased my loan. I also talked to them about the extra money I paid to them last month for the incorrect mortgage payment. I was unable to get a definitive answer and face it again this month.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2015-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No