Date Received: 2015-12-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am trying to get a loan modification from SunTrust Mortgage , Inc . I sent my documents in their pre-addressed envelope, but they say they never got it. Today I tried to fax the documents, but the fax phone just rang and never picked up. I am going to try scanning and emailing, and I will resend the documents USPS return receipt. SunTrust does not offer an address for overnight packages. I get the feeling I 'm being XXXX around - that my documents were indeed delivered but are lost somewhere, and that the fax number provided is bogus.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 21209
Submitted Via: Web
Date Sent: 2015-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-11
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened a CD on XXXX/XXXX/XXXX, with SUNTRUST BANK, the account n number was XXXX. I renewed this CD year after year, the last time I received the XXXX and annual statement was on XXXX/XXXX/XXXX, the balance at that time was {$35000.00}. Since that date year after year I have been trying to get my money back. The answer from Suntrust Bank is " no you never had this CD there is nothing here. Can you please help me find my CD? Thank you.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2015-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage account is currently in bankruptcy. Approximately around XXXX 2015 I submitted complaints to both the CFPB and XXXX in reference to SunTrust charging me {$1700.00} in fees. I was not notified of the fees and SunTrust also gave their lawyers inaccurate account information that led to a foreclosure process. In XXXX I received a letter advising that {$110.00} in fees was valid and the difference was credited. I called SunTrust to verify the amount I needed to pay for my Mortgage since there was going to be a scheduled change in the amount. Since I was advised my account was current, I was able to speak to a regular agent instead of being transferred to the Bankruptcy team. I also inquired about the fees owed. The agent advised me it was {$20.00}. I made sure to reaffirm the amount. I went into the branch and made my regular payment in addition to the {$20.00} in fees ( XXXX 2015 pymt ). In XXXX 2015 I received a letter advising that SunTrust filed post-petition fees in XXXX 2015 with the Bankruptcy courts in the amount of {$120.00}. This was the first time I have seen this document. Why was this amount not discovered during the four weeks of investigation on my account in XXXX 2015? Is the {$120.00} in addition to {$110.00} I owe? I hope this is another misunderstanding. I need to know EXACTLY what is owed in fees. So far I have been given various amounts from SunTrust ( {$110.00}, {$20.00} and now {$120.00} ). Also I called again just last weekend and your XXXX now has my account as past due. Please also note that due to my account being current I was denied a loan modification earlier this year. These conflicting status and amounts on my account is unacceptable and needs to be addressed. The inconsistencies make it quite hard to trust that all the departments are sharing appropriate information to manage this account. I hope this would be my last complaint and I would be able to get my account straighten out. I have attached a copy of response from the first compliant and the post-petition notice for your review. I should not have to spend this much time on this issue..
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2015-12-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-10
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: This began on XXXX/XXXX/XXXX when fraudulent activity occurred on my debit card. When I originally called SunTrust regarding the fraudulent activity, they credited my account. On XXXX/XXXX/XXXX, SunTrust debited my account for the same amount that they credited, in the amount of {$520.00}, plus the XXXX overdraft fees without any notification. The fraudulent department advised that a letter was mailed on XXXX but I have yet to receive it. I was also advised that another letter stating why my claim was denied would be mailed again but I still have yet to receive it. I have consistently checked my mail and opened every piece of mail. I am still SO curious as to why or how they determined this was not fraudulent activity. I asked if they would email me the letter that was supposedly mailed but they refused. I was advised by the fraudulent department on XXXX that the rebuttal form would be emailed, that also was never received. I called numerous times to try to get it emailed. I was finally advised to just wait on it. : - XXXX On XXXX, we had to go into a SunTrust branch to get the rebuttal form emailed. I am THRILLED to say that XXXX XXXX was kind enough to email that rebuttal form. We were advised that they could not help us that we would have to contact the Fraudulent Department. The rebuttal form was faxed the following day, XXXX. SunTrust advised that the rebuttal form was received on the XXXX. This is the information that I shared on the rebuttal form ... These are the transactions that I know without a doubt, I did not make. XXXX/XXXX/XXXX BestyBuyCom {$430.00} XXXX/XXXX/XXXX Recurring Check Card purchase XXXX {$9.00} XXXX/XXXX/XXXX Recurring Check Card purchase XXXX {$6.00} XXXX/XXXX/XXXX Recurring Check Card purchase Lyft * Ride {$26.00} XXXX/XXXX/XXXX Recurring Check Card purchase Lyft * Ride {$19.00} XXXX/XXXX/XXXX Recurring Check Card purchase XXXX {$17.00} XXXX/XXXX/XXXX Recurring Check Card purchase XXXX {$15.00} Total {$520.00} I reached out to XXXX XXXX and was able to find out that the transaction that went through on the XXXX was an online purchase on XXXX at XXXX and was physically picked up at XXXX XXXX XXXX XXXX, XXXX, GA XXXX on XXXX at XXXX. The representative assured me that they physically had to have the card. that it had the same number and expiration date. I am absolutely positive that I physically had my card. The representative said that the card had the same account number and expiration date but another name of XXXX XXXX. I do not know XXXX XXXX. I did not give anyone my authorization to use my card for any purchases. I was also advised that there is an email address of XXXXXXXXXXXX on the order. The representative told me what was purchased ... a Play Station XXXX XXXX XXXX XXXX Limited Edition Bundle. I contacted the XXXX XXXX at the XXXX XXXX XXXX, XXXX, GA and they do have surveillance cameras and they do require a drivers license/ID when picking up an item. I have tried to contact XXXX but I finally heard back via email. They did credit my account for the charges processed with them. I had requested information as to a name or if they were local but they never responded. I would think with a person physically being picked up multiple times that it would be a bit easier to locate someone and to determine if fraudulent activity occurred. I have approximately {$640.00} in OVERDRAFT charges due to this fraudulent activity. I have called and begged for help. I might even be satisfied with an update from the investigator.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2015-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Suntrust Mortgage : *Forclosed on me while i was XXXX*Denied me for XXXX but the said i was covered a couple years later but never fixed my % *Missing Payments*Did not change XXXX, XXXX, XXXX interest rate to 6 % from 6.875 % on my first mortgage*Did not change my XXXX interest rate from 13 % to 6 % since my XXXX was paid off i deserve the money back*In XXXX was foreclosed on ( THEY LOST A FEDERAL LAWSUIT IN XXXX OF XXXX FOR WRONGFUL FORECLOSURE PRACTICES FROM XXXX TO XXXX ) XXXX XXXX mortgage was paid off and $ XXXX put into an escrow account but when they foreclosed i was never paid this. so they have had my money for 8 years*I want my XXXX mortgage Re-evaluated and the payments re-applied. i show i only owe $ XXXX*When foreclosed i payed {$15000.00} to reinstate no attorney fees should be applied to my account.
Company Response: Company chooses not to provide a public response
State: OH
Zip: 43062
Submitted Via: Web
Date Sent: 2015-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust Mortgage purchased our home loan from another financial company. Shortly after purchasing our loan they sent us a letter saying that they had no record of an insurance policy covering our home, and that if we did not contact them within 30 days they will purchase insurance for us at an a cost of {$1800.00}. I have insurance, and have resolved the issue for my case, but I am reaching out to you because I believe that SunTrust 's actions are illegal. They can not ( or should not ) be allowed to spend their customers money without that customers explicit consent. This problem arose because of SunTrust 's poor record keeping. There is a real possibility that customers ending up being force to buy a second insurance policy because they did not notice or understand the issue. I hope that you will investigate their actions and ensure that no consumers were harmed because of SunTrust 's actions.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2015-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 'm writing again to yous it 's my third time because I just got my response back from my second mortgage and did not like what I was told saying that they can not combine my both mortgages together they can do a modification on my second loan but I have to put 5 % down in which I do n't have the money for and now they are telling if do n't pay the months I 'm behind they are going to put me in foreclosure I have been paying for the last eight years every month after month and being behind on other bills so I wo n't be behind on my mortgages opening credit card accounts just to pay them and now I 'm stuck paying all this cards and now they tell me they ca n't help me out unless I have 5 % down I talked to a mortgager and for some reason she had a not so nice attitude with me when I told her I do n't have all the backed up money I owe them and the money down that they are asking for I do n't know and do n't understand in what kind of loan they have me stuck on that I just ca n't seem to get any bank to help me refinance it they all have told me the same that they ca n't help me because I am not with XXXX or with XXXX or with harp so I just do n't understand that I have told them the situation and they also do n't seem that they want to help me cause if they know the banks or no one else can help why are they making hard for me to refinance my second mortgage they refinced my first mortgage and I did n't have to put nothing out of my pocket they included my closing cost in my mortgage so I was ok with that not very happy but was ok so I was hoping that they would do it with my second mortgage I do n't see why they ca n't do the same I do n't know and do n't understand why I do n't qualify for it I just believe that they are making to much money on me so they do n't feel the need to help me so you see this why I 'm writing back to yous also I do n't even know what kind of loan I have
Company Response: Company chooses not to provide a public response
State: WI
Zip: 53215
Submitted Via: Web
Date Sent: 2015-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-05
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I had a account with suntrust bank. I made some deposits that were returned ( another source did n't have enough in the accounts to cover ) Suntrust placed the account on hold. This at the time was my main source as far as banking was concerned. So my employer deposited my pay check into the account. Suntrust refuses to release any part of the deposit. Even if the original items ( that put the account on hold ) were far less than the payroll deposit. I called everyday and was told something different every single day. Now here the kicker the account is on hold, so things that were in auto pay would try to go through. More than enough money to cover the charges but Suntrust sent back the items unpaid and charges {$36.00} each time. So not only was my funds unavailable to be and they would n't release them they also was charging me fees.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2015-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-03
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I had a bill come out early by two days and they overdrafted XXXX items in one day starting at a XXXX dollar purchase. I am now in XXXX $ in over draft charges when my purchases were not even a {$100.00} total. Refused to refund any of the charges.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2015-12-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-01
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Re : SunTrust Wrongful ForeclosureVictims : XXXX XXXX XXXX and XXXX XXXX XXXXForeclosed Property Address : XXXX XXXX XXXX XXXX XXXX - XXXX, WA XXXXLoan Numbers : XXXX Mortgage XXXX XXXX Mortgage XXXXIn XXXX of 2009 we applied for a Home Loan Modification through Sun Trust Mortgage due to a family tragedy that occurred in XXXX 2009. We were caught in a legal battle for our son and granddaughter, which consisted of XXXX court cases, which depleted our savings. In XXXX 2009 SunTrust Mortgage sent us the Home Affordable Modification Trail Period Plan Agreement requesting we pay {$1500.00} for 3 consecutive months starting XXXX XXXX, 2009 - XXXX XXXX, 2009. Within the same month we received another Home Modification Trail Pay Plan Agreement requesting we pay {$1600.00} starting XXXX XXXX, 2009 - XXXX XXXX, 2009. We called SunTrust and asked why we had received XXXX different pay plan agreements. They told us it was an error and to toss the {$1500.00} pay plan XXXX pay the {$1600.00} starting XXXX XXXX, 2009 - XXXX XXXX, 2009. Two weeks later we received yet another Home XXXX XXXX Pay Plan Agreement to pay {$1900.00} starting XXXX XXXX, 2009 - XXXX XXXX, 2009. We called SunTrust XXXX asked why we received a third Home Modification Pay Plan Agreement requesting us to pay {$1900.00}. We explained to them that the payments were too high. They stated that their representatives made errors in calculating the Home Modification Trail Pay Plan Agreement and that the amount we needed to pay was {$1900.00} starting XXXX XXXX, 2009 - XXXX XXXX, 2009. Upon paying the final payment in XXXX XXXX, 2009 we received the final Home Loan Modification Agreement Payment Plan documents, which were received mid XXXX 2009. The payments were now {$2400.00} with an escrow payment of {$370.00} totaling {$2800.00}. Our XXXX mortgage was modified as well with SunTrust under a separate XXXX XXXX XXXX XXXX for {$150.00}, bringing our monthly notes to {$3000.00}. We questioned SunTrust as to why they did n't combine the XXXX and XXXX mortgage, and why did n't the payment stay at {$1900.00}. We thought the XXXX, and XXXX mortgage plus escrow were combined would have totaled {$1900.00}. SunTrust told us the terms of the agreement were final and that if we could n't pay it we would need to vacate the property. We tried calling SunTrust on numerous occasions to discuss the inconsistencies surrounding the new terms. No one called us back. We continued to call them for several weeks, but they declined from speaking to us. On XXXX XXXX 2009 we found a Notice of Default on our door. We received a call from XXXX XXXX of XXXX XXXX XXXX XXXX. He explained that we needed to vacate the premises by XX/XX/2009. We moved out XXXX XXXX, 2009. We were in " total shock and dismay '' about the loss of our home. Not only did we lose our home, but also were going through a family crisis and financial hardship. We had to borrow against our XXXX in order to come up with the XXXX, last and deposit for our new rental home. We were n't able to get all of our belongings out of our garage, so we left a message for XXXX XXXX stating that we would get the remainder of our belongings after the Holiday season. XXXX left a message on our phone telling us that our items were removed and that he did n't know where they were. We never seen or heard back from XXXX XXXX after our initial encounter with him. We 've shared our misfortune with several Attorneys ', but they expressed that trying to go up against SunTrust Mortgage on an individual basis would cost us thousands and we probably would n't win our case because we did n't have the finances to go up against SunTrust Attorney 's.
Company Response: Company chooses not to provide a public response
State: WA
Zip: 98030
Submitted Via: Web
Date Sent: 2015-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No