Date Received: 2019-09-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my mortgage with XXXX XXXX. My mortgage was with SunTrust prior to the refinance. On XX/XX/XXXX SunTrust sent a payoff statement to XXXX. However, the payoff statement was inaccurate because I had cancelled my XX/XX/XXXX payment but SunTrust included the payment in it's calculation for the payoff statement generated on XX/XX/XXXX. On XX/XX/XXXX SunTrust realized that I cancelled the payment so they generated a new payoff statement which they claim was sent to XXXX on XX/XX/XXXX. However, XXXX never received this payoff statement and SunTrust has no record that they actually sent the statement. So on XX/XX/XXXX a wire was sent to SunTrust to payoff the mortgage. The amount sent was based on the XX/XX/XXXX payoff statement because no one knew about the statement generated on XX/XX/XXXX. At that time SunTrust contacted XXXX XXXX company to let them no the payoff was short. Silk then contacted XXXX on XX/XX/XXXX to let them know. I was never notified of this issue. On XX/XX/XXXX by my own efforts I discovered there was an issue with the payoff. However, for 6 days I had two loans one my property both of which were accruing interest. This could have been solved in multiple of ways. Most notably I could have been contacted by XXXX on XX/XX/XXXX so that they payoff could have been corrected and I wouldn't have incurred extra fees and interest. Additionally, SunTrust should have honored the first payoff statement because they have no proof they sent it. XXXX said they would honor the XX/XX/XXXX statement if SunTrust could prove they sent the fax.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 i sold my home. My payments were being auto-deducted from my checking account with XXXX XXXX XXXX. Once the home was sold i called the XXXX customer service dept to stop my automatic payments, i was told not to worry about it that SunTrust Bank ( they held my mortgage ) would reject any future payments. In XX/XX/2019 i noticed that my monthly mortgage payment was still being made. I immediate called XXXX XXXX XXXX to get the payments stopped. After my conversation with the XXXX representative my payments were stopped. At this point i researched my payments and found out ( 7 ) payments had been made & only ( 5 ) have been credited back to my checking account. I then contacted Suntrust Mortgage ( what a nightmare they are ) After numersous, at least 4, calls to their customer service, i was told that they have returned all payments. I have repeatedly told them & emailed them proof from XXXX XXXX XXXX that they have only send back ( 5 ) not ( 7 ). They are blaming XXXX & the 3rd party vender XXXX, and state they have sent them back, however, they can offer me no proof of this, despite the fact that if have sent them proof from XXXX XXXX, that only ( 5 ) have been sent back, i have sent Suntrust copies of statements that XXXX has provided me, yet they still say its not them, its XXXX, but they wont produce checks are online proof they have refunded them. At this point they still owe me {$2500.00}, and they wont pay me. I dont know what else to do? I hope you can help. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33803
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have a Certificate of deposit at SunTrust which matured on XX/XX/XXXX. I called their customer service line ( included in their letter to me ) and they said I couldn't do anything until XX/XX/XXXX - even though the letter says in 3 places that the renewal date is XX/XX/XXXX ). On XX/XX/XXXX I went to the local branch ( XXXX XXXX/XXXX ) and was told that there was no reason I couldn't have withdrawn the $ $ $ over the phone on the XXXX. Then they said although the CD is for $ 87,000+, their new rules say they can't authorize more than {$25000.00}. This means they are keeping my money without giving me interest and keeping me from withdrawing it and re-investing it at another institution with better interest rates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2019 - Was removed from electronic statement without any notification and charged {$3.00} for a paper statement. No notice was given. This must be some change due to the XXXX XXXX XXXX buying the bank, but customers are getting screwed by the bank. XX/XX/2019 Contacted company in writing to notify of unauthorized ( FRAUD ) charge on my business checking account. No one has responded and no credit was given within 10 days as required by law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29650
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I opened the checking account with SUN TRUST bank in XXXX Ga. and Deposted my social security check {$1200.00} on XXXX. On XXXX, SUN TRUST decided that they did not want to do business with me. But as of XX/XX/2019 they have not returned my funds. I/my sister have called and spoke with employees, supervisers, manager and they all respond in casual manner as if, its ok for them to hold my funds for 2 MONTHS!! and not return them. they stated that the fraud deptmt is holding my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went into SunTrust Bank on XXXX and deposited a check for {$2100.00}. I was assured by the teller that it would be deposited and the funds made available 24 hours later. The very next day on XXXX, I had no access to the online banking portion of my account. I went back to SunTrust to see what was going on, I was told by the personal banker that they suspected the funds were not in the payer account to cover the check. She then asked for a screenshot of the the check issuers bank account, showing they had enough money to cover the check. ( which I thought to be completely unprofessional ) I spoke to the issuer and they were willing to comply with the request for the screenshot, but then the personal banker said she didn't need it anymore because the issue was being investigated. I figured all of this would be worked out by the next day on XX/XX/XXXX, so I returned home. The next morning on XX/XX/XXXX I received a letter in the mail from SunTrust stating that a hold has been placed on the funds until XX/XX/XXXX. I then contacted SunTrust to see what was going on and how we could resolve this, again. I was told my account was frozen and would be closed " due to rules and regulations violation, '' representatives for SunTrust told me that there was an investigation taking place because the signature on the check had not been verified, but as long as the check cleared on the XXXX at XXXX XXXX. my account would be retained by SunTrust and there would be no issue. Of course, the check cleared on the XXXX at XXXX XXXX as I knew it would, but now I am unable even get a stop payment put on the check because SunTrust has cashed it with XXXX XXXX, which is the issuer 's bank. I have called every day trying to seek a resolution, but keep getting told there is an investigation and my account will be closed when the investigation is done. I believe SunTrust is in a direct violation of the Expedited Funds Availability act of 1987. They have denied access to my account and any funds for way longer than the law allows. Also, I believe them to be in direct violation of their own account rules and regulations. Title 12, Chapter 41 of the US Code and Title 12, Part 229 of the Code of Federal Regulations [ 1 ]. It will take 5 to 10 business days before the investigation is complete, 5 to 10 business days for my account to go into " closing status '', and another 5 to 10 business days before they would send the check for my remaining balance and I have already been cut off from all my funds for 8 days. My power is off, I have XXXX small children and my car insurance is due. We can not survive. Someone please reach out to me. At the earliest possibility, as I previously stated my power is off and we have no way to feed our children.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: XXXX internet service dispute portal never working. As a consumer we can reach them to summit a dispute. In my case this account appear twice We need a mechanism to reach them. In my case internet is the better but the poral never works.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PR
Zip: 00795
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Regarding loans through suntrust mortgage First mortgage # XXXX Second mortgage # XXXX I desperately need assistance with my previous modification for my loan that was with suntrust mortgage. My second lein was sent to XXXX XXXX a PMI insurance company during my modification process. I was told it was in a waiting pool until my first modification was done then they work on second modification. I wasnt aware it was sent off until I received a letter demanding XXXX from XXXX XXXX. Suntrust told me it was payed off so I assumed it was from the modification as there was many programs forgiving loans, extinguishing liens, settling ect. Suntrust told me I had to be approved for a first HAMP modification then once it was done I had a waiting period of 3 months before it was permanent as long as all payments were made which they were and have been ever since. Suntrust said at that time they will do the second lien modification which is required by XXXX XXXX. During this time I was confused how my mortgage was sent to a PMI insurance as I received a 80/20 loan to avoid PMI and never was aware it was on my loan. Once my first loan was completed shortly after that I received letters about my credit reports being updated for errors on suntrusts part and my loans were updated and didnt show default. My current credit report doesnt show either suntrust account at all. Suntrust then sent my first mortgage to XXXX mortgage. XXXX reaches out to me to inform me suntrust made errors in my modification and didnt add over 3000 of escrow to my modification which should have been done by all guidelines and also was told by suntrust everything will be on one loan because I had all interest loans no taxes or insurance. XXXX was very concerned as they do modification based on numbers and what the l barrow can afford during hardship. With such a high amount of escrow that was not included would put my monthly payments about {$250.00} more a month which I would not be able to pay due to my hardship. XXXX worked really hard to fix the error and was able to get the amount spread over time but my payment still increased. When my first mortgage was sent to XXXX it was shortly after my modification so at that time it said both loans payed in full. So I assumed they were taken care of because of the modification. During that time XXXX XXXX sent out a demand letter for the amount of the second mortgage. I called suntrust as there was so many scams at this time and they stated it was wrote off. I called XXXX XXXX to let them know I think this is a mistake. They said no it was sent as soon as I defaulted which was a error on there part as they had reported wrong information to credit bureaus. But my loan was gone before I even got this letter. I think I was completely treated unfairly I have been working on this over 45 days with no resolutions. Sun trust couldnt even find any of my loans for weeks. This started as a refinance to remove my significant other off my mortgage as I am leaving and abusive relationship. Both first one second lein was still on my title. But since then review rules, regulations from XXXX XXXX, consumer reports, Hope for home own consolers, HUD gov pages regarding modification and also documents I have saved. I came to realized my modification was not done correctly from sending a insurance claim that was not accurate and not evaluating my second mortgage as they stated they would. This is now causing me extreme stress, and issues. I have to pay XXXX a day for a lock to be extended and I dont even have the income to do so. XXXX XXXX was gon na settle and backed out the day of signing. I could only settle with them as I am giving them all thats left to give in the loan refinance which also changes my payment and Interest rate by adding that debt. I had to include some of my debt to even be approved for my refinance because of my DTI. I only had enough left for partial payment but was willing to include it. I figured they would settle considering they sent a settlement while back for XXXX. We were completely unaware of any of this until it went to title. Neither suntrust loans are on any credit reports at all not even stating closed. At this time I am now in a even bigger hardship as I am trying to get out of a bad situation. This is completely unfair this should of been taken care of years ago and I should of received my fair modification process. Now as a victim of abuse the hardest part is leaving. I finally made this biggest decision that I finally had enough. My biggest worry was being finically stable to try to move forward. So you can only imagine the pain as if my world was falling apart as getting news that my loan could not be processed until this was resolved. There is many mistakes that were made and I feel they dropped the ball. Someone needs to be accountable for all this as none of this was my fault as I only did what was told by suntrust. I am in desperate need for a fair resolution so I can close my loan and try to heal and move forward with my life. Please reach out for any more questions you may have regarding this. I know its completely confusing. Everyone I have reached out to agrees there is mistakes made and that they havent seen a case like this. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97756
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Problem with customer service
Subissue:
Consumer Complaint: About 4 weeks now I have been getting different information from different agents with in the suntrust customer service. I deposited a check, in which they closed the next day I was advised that the account will be closed with in the next 5 days and that I will have a letter sent out stating why and I will receive my check I have not received my check and I have been getting the run around in regards to getting my money I would like them to give me my money to pay my bills I dont have anything. Their basically taking my money and have failed to disclose why my account is on hold. They have failed to let me know anything in regards to my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Sun Trust bank placed a late payment on my report in on XX/XX/19. I called the company several times to have it corrected but it remains after the company said it would make this correction. Sun Trust changed the status to " Improved Account '' after I paid the outstanding balance but never eliminated it from my credit report with all agencies. They refunded me the amount I sent which I took to mean they acknowledged their mistake but to date the late payment remains. I want it removed because it is the only late payment on my report and I want my status to return to EXCELLENT. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A