Date Received: 2015-11-19
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On Thursday XXXX XXXX, 2015 I went to SunTrust Bank, the branch located at XXXX XXXX XXXX in XXXX, Florida. I opened a new account. Included in my itnitial deposit was a check in the amount of {$10000.00} and cash in the amount of {$2000.00}. The cash amount was broken and deposit was made into checking {$1900.00} and savings {$100.00}. I left the bank and returned the next day on XXXX/XXXX/2015 to withdraw {$1400.00} to pay some bills. I was told at this time my money had been frozen and I could not have access to my cash funds. The bank representative XXXX XXXX told me the check looked funny and they suspected to have an issue with the check. It would take 5 to 15 days for the bank to review my account. The cash money the bank held and is still holding todays date XXXX/XXXX/2015 was my monthly income to pay my bills with and to purchase gas for my car and groceries. I tried to call SunTrust Bank on Monday XXXX/XXXX/2015 to find out the status of my money. I could not get through to the bank calling the number I had been provided. I called the local phone company operator to help me with getting me through to the number. i was informed that both my home phone number and my cell number had been blocked at the account holders request. SunTrust bank allowed an employee to block my calls when they were holding my funds and would not give me access to my cash deposit. I am enclosing the notice of hold dated XXXX/XXXX/2015 that gives the reason the hold was placed on my deposit. Code XXXX states deposit exceeds clients average balance. This is a fabrication as I did not have an average balance, this was a new account. Also the notice advises my funds will be available on XXXX/XXXX/2015. This letter is dated XXXX/XXXX/2015. I did not receive this letter until XXXX/XXXX/2015 almost a week later. The next correspondence dated XXXX/XXXX/2015 received on XXXX/XXXX/2015 states my funds will be returned to me within 5 business days. 5 business days would be XXXX/XXXX/2015. As of todays date XXXX/XXXX/2015, 10 days later, still no funds. My health insurance is being terminated, my electric is due to be cut off. i have no food in the house. Yesterdays date XXXX/XXXX/2015 I again tried to reach SunTrust bank regarding the status of my funds. For a period of XXXX and XXXX half hours i was transferred to XXXX different people. None of the XXXX people could tell me when I would be getting my money. I want my money or a good reason my cash funds are being held and reviewed. I would appreciate help in gaining my money back from this bank. Do I have any recourse to recover for any damage caused by this unreasonable delay in allowing me to have my money. Also is SunTrust responsible to pay me interest on these withheld funds?
Company Response: Company chooses not to provide a public response
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2015-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-18
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I had a bill payer set to be paid from my suntrust checking account on XXXX/XXXX/2015 for {$940.00} to Suntrust Mortgage, {$180.00} for XXXX XXXX, {$50.00} to the XXXX XXXX XXXX. I XXXX my bill payer service on XXXX/XXXX/2015 ( 3 days in advance of these payments being sent ). Suntrust still pulled the {$940.00} from my account and then charged me {$36.00} NSF fees for the other XXXX items after there no longer funds in the account to cover them ( these were canceled in advance of the XXXX XXXX date as well ). As a result I accumulated {$570.00} in NSF fees from debits that occurred during the processing of these previously XXXX billpayers in addition to the {$940.00} that should never have been pulled from my account.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2015-11-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been trying to work with Suntrust for over a year to ensure that I keep my home. I filed for a modification last year. I was up to date with my mortgage and was denied. They offered me the option to short sale. I do n't understand why they would rather let a potential new home buyer to take advantage of the fact that my home has lost value rather than work with the person that has not missed a payment in 10 years. Against my better judgement, I stopped paying my mortgage in hopes that they would help. I filed again in XXXX. Only for them to tell me that they did not get my paperwork. I gathered all of the paperwork once again. Only to be denied a modification and offered the short sale option once again. I can not short sale my house and be taxed on a XXXX. I simply ca n't afford it. They do not have my house properly appraised, have not attempted any kind of resolution, and the rep pretty much told me that he is busy and I am just a number / case load for him. I do not want to lose my home, but I am at my whit 's end with Suntrust Mortgage.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 219XX
Submitted Via: Web
Date Sent: 2015-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I was directed by the FTC to seek your department 's help in helping me resolve the issue as soon and smooth as possible. XXXX/XXXX/15 Received a letter through the mail from SunTrust Bank that the checking account has been closed. XXXX/XXXX/15 Acting as the POA of the account, I checked with the account holder to verify the fraudulent transaction, no transactions have been made or authorized. XXXX/XXXX/2015 Visited a SunTrust bank branch located at XXXX XXXX XXXX XXXX XXXX, FL XXXX to find the reason the account was closed. I, as a POA, was provided with copies of the bank statement and a forged signature check, the reason that the account was closed due to overdraft. I contacted SunTrust Bank Fraud department and gave verbal affidavit and was told that the Investigator will call back within 5-7 business days. XXXX/XXXX/15 Attempt to file a police report at the local police station located on XXXX XXXX XXXX XXXX, XXXX, FL XXXX. Police dept. needed info. on where the check was presented in order to find jurisdiction. XXXX/XXXX/15 Went to the closest account branch ( where the account was originally opened ) on XXXX XXXX XXXX XXXX XXXX, FL XXXX. The rep. could n't provide any info. on where the check was presented. XXXX/XXXX/15 Received call from XXXX XXXX representing SunTrust Bank based in XXXX. She originally claimed that SUNTRUST is not liable for the fraudulent transaction since a fraud complaint was filed late. I explained to her that the account holder has n't received the statements and multiple requests in the past at the bank were not honored to change the foreign mailing address to the XXXX mailing address as per SunTrust policies, rules and regulations, " statements with a foreign address " due to tax exempt status '' has to be mailed to the foreign address. '' After I explained to her that the check was forged and the check itself is fraudulent, she asked for my email address and will be emailing the affidavit form late on the day. XXXX/XXXX/15 Called XXXX XXXX and left a voicemail that I have n't received the affidavit and to call back. XXXX/XXXX/15 Left multiple voicemail messages to call back, no affidavit received yet. XXXX/XXXX/15 Left multiple voicemail messages to call back, no affidavit received yet. XXXX/XXXX/15 Called SunTrust Fraud Dept. and spoke with XXXX to find out the status of the case and to request the affidavit be sent to the XXXX mailing address and to my email address. XXXX stated that it will take 24-48 hrs. to receive the affidavit, and 5-7 business days to receive by regular USPS mail. She was unable to provide info. on where the check was presented ( to file police report ), and stated that the investigation is in process. XXXX/XXXX/15 Filed complaint with FDIC. XXXX/XXXX/15 Filed FBI complaint through email. XXXX/XXXX/15 Called SunTrust Investigator XXXX XXXX multiple times, left messages in her voicemail to call back. Spoke with SunTrust Fraud Dept. rep to find about the status and the affidavit - still investigating. No info yet where the check was presented. XXXX/XXXX/15 Called SunTrust Investigator XXXX XXXX multiple times, left messages in her voicemail to call back. Spoke with SunTrust Fraud Dept. rep to request to talk to Investigator XXXX - left message/annotation in the system. XXXX/XXXX/15 Called SunTrust XXXX XXXX XXXX, left voicemail. XXXX/XXXX/15 Filed complaint with FTC. Filed complaint with FBI by email. XXXX/XXXX/15 Called SunTrust Investigator XXXX XXXX, left voicemail.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 33175
Submitted Via: Web
Date Sent: 2015-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-17
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I submitted a complaint about my financial institution on XXXX XXXX, 2015 ( Case number XXXX ) regarding overdraft fees put on my account for an item that I had sufficient funds to cover. Because of the overdraft charge for that item, my account was in the negative and I was not going to put more money into the account until that fee was returned. Since then I have been charged numerous overdraft fees that should not be on my account. If the first fee was actually returned, I could have had my account in the positive. Suntrust, which is my financial institution charges overdraft fees before the full 24 hour mark is expired which I find to very unreasonable and unfair especially for a consumer to deposit money into an account to clear a negative balance.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 20745
Submitted Via: Web
Date Sent: 2015-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust Bank was running a promotion that told consumers that they would get up to {$200.00} for opening an account with them. My fiance and I opened an account with them at the XXXX, FL XXXX XXXX. We were promised and assured that we would receive the {$200.00} promotion as long as we qualify with at least {$2000.00} in Direct Deposits in a 60 day time period. I have heard this same information from multiple representatives and they have also assured me that I would be receiving my promotion in 6-8 weeks from the time I qualify for it. When I had n't received my money in the time frame mentioned above, I began to question the validity of the promotion by contacting corporate and walking into many branches. I was told the same information over and over again. I am now hearing from a XXXX XXXX in the Client Relations and Support Team that I will only be receiving {$100.00} on a smaller scale promotion. Digging deeper, I found that other complaints that I have tried to address with SunTrust Banks had gotten the lady that opened my account fired. She is no longer able to tell us what she had stated to my fiance and I when we opened the account, and SunTrust " has no record of what was said '' even though there is surveillance in the branch inside of XXXX. SunTrust has also stated on a recorded line that many of their representatives have relayed incorrect information to me. Therefore, I would like to receive the amount of money I was promised and assured of when I opened the account, and I add that those promises were made from more than one representative. I, as the consumer, should be able to believe representatives of this financial institution when they tell me I will be getting money from a promotion, therefore I feel that I should be getting what I was promised as the consumer.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2015-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-17
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Mortgage loan process with SunTrust Mortgage began on XXXX XXXX, 2015. Contract specified 60 days to close. Due to numerous delays, as provided in the attached documentation, closing was delayed by 14 days. Additional expenses were incurred as a result of inefficient communications between me as the consumer and within the SunTrust mortgage organization, a two week time frame in which the application just sat on the desk of the both the loan processor and the underwriter, submission of blurred copies of vital XXXX forms when clear copies were originally submitted with the loan application ; submission of appraisal documents that were not in compliance with XXXX requirements when the correct documents were available, and a completely disjointed closing process that resulted in further delays. These expenses are detailed in the attached letter and supporting documentation. While the XXXX program is designed to help those who need 100 % financing to secure decent, affordable housing, the process SunTrust employs to evaluate these loan applications could be considered discriminatory against those who are economically and educationally disadvantaged in our area.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30728
Submitted Via: Web
Date Sent: 2015-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: CONSUMER COMPLAINTCONSUMER FINANCIAL PROTECTION BUREAU SUN TRUST Account ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, Georgia XXXX XXXX XXXX XXXX social security XXXX am a regular customer of Sun Trust bank for over a year ACCOUNT NO ; XXXX, Sun trust bank and corporation has a XXXX party business relationship with the XXXX XXXX XXXX transfer corporation. This business establishment is an in-house XXXX XXXX service, any person can send or collect money from XXXX XXXX at there local branches on their business facilities with their banking tellers and service. On XXXX the XXXX I received a threatening letter from Sun Trust bank by United States mail. ( see attachment XXXX ) it stated that they needed to obtain additional information regarding prior XXXX XXXX transactions? ) I was left with the impression that they were conducting an investigation of some sort of impropriety or illegal transaction because they expressed the termination of banking relationship with me personally and indicated that if I was not compliant with their immediate request they would close my account and severe banking and business relationship with me. This prompted me to contact customer support and upper levels of management in customer support by telephone. I asked them repeatedly what exactly was this inquiry was about? they were vague and ambiguous and never gave me a direct answer that was complete and explained relevancy regarding the pending issue. I further explained that their lack of transparency with regard to a full disclosure of their request made me apprehensive and suspicious of their actions. I asked them if any of their employees or local banking managers were possibly mischaracterizing me personally with a negative XXXX stereotype or XXXX profiling of me because I am an XXXX XXXX?, I further explained that I have no criminal history and I have never been incarcerated, I am a devout family man and a retired XXXX from XXXX XXXX for 30 years, I receive a monthly pension that I have a direct deposit in their bank account. Likewise I further elaborated that I have no personal or business relationships with any know criminals or criminal enterprises. On XXXX the XXXX 2015, ( see attachment XXXX ) I received a termination letter stating that they were terminating their relationship with me and closing my accounts. I talked with a supervisor and again they gave no clear indication of any criminal or banking infraction of theft, fraud, money laundering or any other sort of impropriety? I am a XXXX year old law abiding citizen and I am not now nor have I ever been under any criminal investigation or indictment of any sort at any time or circumstance in the state of XXXX or XXXX where I resided for 53 years. The bank can only be making these improper and adverse actions based upon innuendos, unfounded suspicions, conjectures. These unfair and pseudo accusations are mere implications of illegal civil rights violations. I am an XXXX XXXX in a protected class and they have not confirmed or articulated a ( legitimate non discriminatory reasons ) to justify their objectives for these discriminatory activities and base less actions of maleficent conduct. Neither was there an empirical investigation conducted to determine if there was any serious level of impropriety or corrupt bank transaction just mere accusations that are vague and unsubstantiated to this day there is nothing clairvoyant or definitive that constitutes an indictment of any sort of illegality by banking policy rules and regulation or civil law or criminality.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2015-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-14
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: My credit report still showing an auto loan which was pay XXXX/XXXX/2010 to SunTrust bank. How long take to clear that account from my credit report. XXXX XXXX
Company Response: Company chooses not to provide a public response
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2015-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: This complaint is about the fees my bank charged for a wire transfer, not the transfer itself. I did some business with a company XXXX and they pay through wire transfer. I had the money wired to my SunTrust account. The remitting bank XXXX provided a receipt showing that they remitted {$9100.00} XXXX to SunTrust. When I received the deposit, {$30.00} XXXX was missing, but then SunTrust charged me {$15.00} separately for a " domestic '' wire transfer. SunTrust publishes an incoming international wire transfer fee of {$30.00}. When I questioned the double charge XXXX {$30.00} off the top and {$15.00} extra ), SunTrust said they did not charge the {$30.00}. After several emails and phone calls, someone looked at the trail and determined that the incoming wire transfer came through XXXX bank and SunTrust received {$9100.00}. My guess is that SunTrust uses XXXX to process their international wire transfers since they are not an international bank. The Swift code for SunTrust was used but it obviously went through XXXX first, which shaved the published {$30.00} fee off the transaction. My main concern is that in the process of receiving my money, {$30.00} disappeared and I have no receipt or explanation for it. The fact that I was charged {$15.00} for a " domestic '' wire transfer between the bank SunTrust uses for international transfers and SunTrust itself is double-dipping and criminal. These transactions should be transparent and all fees should be disclosed up front. I would have been fine giving SunTrust the published {$30.00} for the international wire transfer, but the fact that another bank ( that I am not a customer of ) got that and then I was charged {$15.00} for a domestic transfer is the issue. It 's dishonest and needs to be stopped.
Company Response: Company chooses not to provide a public response
State: TN
Zip: 37214
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No