Date Received: 2015-12-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We purchased a property XX/XX/XXXX in XXXX, NC. Our mortgage was sold to SunTrust Mortgage. They accepted our flood insurance last year but this year for the renewal they will not pay the premiums out of our escrow. They stated that the insurance is not backed by National Flood Program. Our property is in a XXXX Resource Area and federal flood insurance is not available. We have asked several insurance companies, banks, homeowners association officers and no one has ever experienced this. In addition, we became aware of a NC state law ( Biggert-Waters Flood Insurance Reform Act of XX/XX/XXXX ), which basically states that our lender MUST accept the insurance we have through Sterling Surplus. Yet SunTrust still refuses to accept and pay. We want SunTrust Mortgage to pay the premiums out of our escrow and accept our insurance.
Company Response: Company chooses not to provide a public response
State: PA
Zip: 17201
Submitted Via: Web
Date Sent: 2015-12-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I received a postcard mailing from SunTrust stating that I had selected ( opted in to ) overdraft coverage for my checking account ; I made no such selection, and had specifically refused overdraft coverage/protection when I opened my accounts. I spoke with a call center worker who corrected my selection to decline overdraft coverage/protection, but neither he nor a branch employee were able to say when or how my preference had been changed without my consent. Changes to my accounts - especially changes that cost me money and produce profits for the bank - should not be made without my consent, and there should be accountability when changes are made so that mistakes can be corrected, broken processes repaired, and malfeasance detected and sanctioned.
Company Response: Company chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am XXXX, XXXX, and am on Social Security XXXX. I have a checking account at Suntrust Bank. Friday, XXXX XXXX, 2015 my check book was stolen from my car at about XXXX XXXX in XXXX XXXX XXXX. I immediately called the police in XXXX XXXX XXXX because it was not an emergency, they called me back about XXXX ), and immediately drove to the XXXX XXXX Suntrust Branch. I told the teller what had happened. The manager was standing there and joined our conversation. The teller and I were discussing closing the account, and the manager told us not to. He said that it was better to leave the account open with a small balance and open a new account with the rest of the balance. He also told me he was putting warnings and blocks on my old account, and assured nothing could happen. I checked with the XXXX Branch Monday and Tuesday, and went there Wednesday because a check had been cashed on my old account in the amount of {$710.00}. They told me someone at a XXXX XXXX XXXX Suntrust had over-ridden the blocks on the account, overdrawn the account, and cashed the check. I made a report to their fraud department at Suntrust while at the branch. The person taking the report was more interested in gathering information that would protect the bank, than finding out what had happened. She said that I was at fault because I had not closed the account, even though I told her I followed the Branch managers instruction. Fortunately the assistant manager got on the phone and verified what happened. They said they could not close the account because it was now in negative balance. During this time, my automatic deposit paycheck was put into the old account against the negative balance. They continue to bill overdraft and other fees. Again, I now have to call, or go to the bank for information because I do not have access to the account. I have been on the phone with the fraud department twice. The policy is that you can not talk to the investigators, so I spoke to the manager of the fraud department. I had a strange and senseless conversation that included being able to put the money back into my account for two days, but then there would be overdraft fees. She finally said she could send messages to XXXX of the investigators to prioritize my case. That was four days ago and I have heard nothing. I no longer have access to the old account online. When I spoke to the XXXX branch manager, he said that he had not heard from anyone and that he had called the XXXX Suntrust branch where the check was cashed and that they could not figure out who had cashed the check. I have never experienced such an escalating series of manager incompetencies, poor communication, and mangling of customer service ( except for the teller and assistant manager at the XXXX. Suntrust Branch- they were helpful and informative ). I have made the proper reports to the police. Please, please HELP! I only have {$27.00}, It 's XXXX, and do not get paid until XXXX ... Advice : Avoid Suntrust like the plague XXXX XXXX XXXX XXXX Contact information for : XXXX XXXX Suntrust Branch, XXXX XXXX, manager XXXX Suntrust Fraud manager, XXXX XXXX
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2015-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage with Sun Trust Bank ( Mortgage # XXXX ) that was issued in XXXX 2015 that includes escrow payment. I was therefore shocked to get a delinquent taxes notice from the county on the same loan for {$2700.00}, plus penalty and interest payments for {$130.00} ( total {$2800.00} ). I called Sun Trust to complain about the late payment assessment in XXXX, I was transferred to several people, and none of them were able to provide a reason why a loan with an excess escrow balance could be assessed a delinquent tax penalty. Sun Trust then sent me a statement and check ( for {$2500.00} ) one week after I complained about the delinquency assessment stating that my account has excess escrow payment in it. I called Sun Trust again today XXXX XXXX/XXXX/2015 XXXX to follow up on the matter, and after over 1 hour of being transferred to several employees, none whom were still able to explain the delinquent penalty of {$130.00}. They finally tried to claim that it was my fault because I should have been following up with taxes authorities to make sure that property taxes were timely paid. Is a mortgagor responsible for timely payment of escrowed amounts for a non-delinquent mortgage?
Company Response: Company chooses not to provide a public response
State: MD
Zip: 209XX
Submitted Via: Web
Date Sent: 2015-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-16
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My bank account was charged XXXX overdraft fees when only one should have been charged. XXXX payments posted to the account on XXXX/XXXX/15. These were for {$94.00}, {$17.00}, and {$10.00}. However, Suntrust posted the largest payment first causing the account to go to - {$1.00}, and then proceeded to post the other XXXX payments. Because of this, XXXX overdraft fees were changed. If the smaller payments would have been posted first, only XXXX overdraft fee would have been charged. When contacted on XXXX and XXXX, the XXXX of the XXXX stated that it was there policy to post the largest payment first, even though it may cause extra overdraft fees to be charged. Additionally, they said it was their policy to only refund XXXX overdraft fee, which they did. This is an abusive policy that is only in place to inflect the maximum number of overdraft fees. They said it was so the most important thing will be paid, but if that was the case, the other items should not have been paid because the account was overdrawn. Suntrust should not be allowed to have a policy that is only in place to cause a significant number of overdraft fees when an account goes into the negative.
Company Response: Company chooses not to provide a public response
State: TN
Zip: 37922
Submitted Via: Web
Date Sent: 2015-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, 2015 I XXXX XXXX XXXX opened up a CHECKING and SAVINGS ACNT AT SUN TRUST BANK BRANCH XXXX nc XXXX, CSR XXXX XXXX XXXX XXXX. She did not give me all my bank opening ACNT PAPERS nor MY beneficiary page in WHICH SHE DEMANDED MY CHILDRENS SS #, DOB AND NCDL #, JUST FOR THEM BEING THE BENEFICIARIES ON MY ACNTS, SO I WENT BACK THE XXXX, withdrew {$350.00} from each ACNT CHECKING and SAVINGS WITH NO PROBLEMS THEN ON XXXX XXXX, 2015 SUNTRUST BLOCKED ME OUT OF MY ACNTS AND PLACED " A NO DEBIT STATUS '' ON MY ACNTS AND TOLD ME THEY WERE CLOSING MY ACNTS BUT I HAVE {$50.00} in each ACNT AND WAS TOLD THEY CANT GIVE ME A TIME FRAME ON HOW LONG IT WILL TAKE FORM THWM TO MAIL ME CHECKS FOR MY TOTAL OF {$100.00} combined money in my aunts that was CASH DEPOSITED IN THE FIRST PLACE ON XXXX XXXX, 2015. HOW IS THAT NOT STEALING, BANK MONEY LAUNDERING, FRAUD ON THE BANKS PART BY XXXX XXXX XXXX CSR XXXX BRANCH!!! Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX
Company Response: Company chooses not to provide a public response
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2015-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-16
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: They changed the amount that was owed after it went to auction.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2015-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: my mother had an equity loan with suntrust bank which at the time me and my wife co sighed for with her payments we always being paid my mom passed away we continued to pay my wife was in a car wreck which put her out of work we owned another house that we sold split the money up to catch up on payments went to suntrust to make payment the teller refused it said they turned it over to collections they said it is now a mortage i tried to work with them for a loan modification after months they refused said even if i paid the rears to catch up they show no records where we co sighed also paymet would go from {$400.00} per month to {$1200.00} i had to send moms death certificate and show i was in charge of her estate i am on XXXX and this loan is not the first mortgage i am trying to keep my home and put both loans together seems like i can not find any help i really want to keep our home
Company Response: Company chooses not to provide a public response
State: FL
Zip: 34689
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-15
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Defendant : Sun Trust Bank - XXXX XXXX Branch XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX - Branch Manager and Assistant Vice President Phone : XXXX Fax : XXXX Email : XXXXXXXXXXXX Plaintiff : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX Phone : XXXX Email : XXXXXXXXXXXX On Friday, XXXX XXXX, XXXX, arrived at the branch bank with my safety deposit box key to retrieve documents and gold jewelry. I was denied access to the box. The branch manager explained that the box had been assigned to someone else. The box was rented jointly with XXXX XXXX XXXX, my significant other. I hold both checking and savings accounts at that bank and have been using Sun Trust since XXXX XXXX. Any box rental fees should have been automatically deducted from the checking account. Except for the initial rental fee, I have never bothered to consider the rental fees. I was under the impression that the bank was doing its job. I have never received a bill for box rental fees. Rental fees were not discussed at the XXXX XXXX meeting.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2015-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: When my loan was originated it included an escrow for XXXX items : 1. property taxes ; 2. Homeowner's/Hazard Insurance ; and 3. a private water and sewer fee. The loan has been assigned to Suntrust Mortgage and they claim that they are not setup to pay the private water and sewer fee. Customer Service hands me off to the tax department, the tax department says I need to talk to the customer service department. I have sent them a copy of the bill, they have a copy of the HUD-1, they can not give me a time frame for their response. The bill is due by XXXX/XXXX/2016. They refuse to give me a time frame to have this reviewed and resolved.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2015-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No