Date Received: 2015-10-19
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On XXXX XXXX, an amount of {$220.00} was moved from my checking account to my car loan with Suntrust. This was not initiated by me. I later found out from a Suntrust phone rep they moved these funds themselves. Because they did not notify me this was done, I processed a payment at the same time, also for my car payment ( the only thing this account is used for ). Given the payment was made twice, I received an overdraft and an extended one - due to a payment I did n't even initiate. I called to rectify this and was told it was no problem, to simply dispute the payment from XX/XX/XXXX. I stated several times that I was fine with the payment itself - it was going to be paid to the car loan eventually, it just was n't fair that I was n't given the chance to reduce my payment, as when I made my payment that was the available balance. I was told the dispute was the only way and would return the XXXX fees. It did not. I was then issued a temporary credit, which I of course paid right back to my car loan in good faith, as, again, all I wanted were the fees returned to pay them to the car loan as well. Instead, the temporary credit was removed, and I received XXXX MORE fees. Well I call and spoke a manager, XXXX, he stated he could not help. I asked for the address for executive relations and he stated that did not exist. Why are you actively making it more difficult for your customers to pay your own bills? This is a ridiculous business practice that you can not see that the right thing to do would be to return all XXXX fees - and then give no way to escalate higher than low level management.
Company Response: Company chooses not to provide a public response
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2015-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-19
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I filed a timely claim form to the National Suntrust Settlement Admin and have verified thru their toll free # that the claim form was received via their website. I have been periodically checking the status thru the automated system and have spoken directly to several different representatives and as of today, the only information being provided is that the deadline to file was XXXX/XXXX/15, checks are to be released XX/XX/2015, and that there is no further information or an exact date for payments to be issued. Are they not bound by any law to distribute payments to eligible borrowers w/i a specified timeframe?
Company Response: Company chooses not to provide a public response
State: PA
Zip: 15216
Submitted Via: Web
Date Sent: 2015-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This is a call for help from XXXX XXXX US Veterans who were scammed by XXXX banks : SunTrust and XXXX XXXX. XX/XX/XXXX we closed on an {$800000.00} thirty year home loan at 5.8 % interest only for ten years. Monthly payments $ XXXXDuring year eight we called SunTrust to explore what alternatives we might expect to have at the end of year ten. We had a perfect payment history on this loan. We wanted to talk about converting our loan to a principle and interest loan through a simple modification or refinance at this time since mortgage rates were at historically low. We were advised by SunTrust that they want to help us but could not talk to us about a loan modification unless we were delinquent and the loan was in default. The SunTrust agents advised us multiple times to stop making payments so they could help us. We finally relinquished and SunTrust put us in their Loan Modification ProgramThus began a fourteen month nightmare of delays, harassment, lies and deceit. What a joke. Files could get frequently misplaced or 'lost ' many times. This eventually led to a 'modification ' in name only. It added {$75000.00} to principle plus an increase to monthly payments. Sort of an " extend and pretend '' program designed to move the homeowner toward foreclosure. They also ruined our credit. Lastly, we were threatened with foreclosure if we did not accept the modification. Monthly Interest Payments now are $ XXXXSurprise, XXXX XXXX appears as owner disclosed for the first time in the new documents. Though SunTrust said XXXX XXXX called all the shots, we were forbidden to contact XXXX XXXX about the new loan. Not wanting to lose our home, we were forced into the " modification '' agreement. We feel we were purposely led astray by both XXXX XXXX and SunTrust to gain control of our home by nefarious means. SunTrust has informed us that our new " Modified '' Home loan will go up to {$8800.00} a month XX/XX/XXXX. Thanks to the way we were misled into a " loan modification '' by SunTrust and XXXX XXXX it has damaged our credit and put us in a position where it is difficult and or impossible for us to qualify for loan with a new lender. We have tried for a VA refinance loan but were told due to the " Modification Loan " and our lower credit numbers brought on by the non- payments on our old mortgage we are ineligible for a loan. We are requesting that the loan be rolled back to its original terms ( balance, etc. ) and our credit derogatory comments be removed. We are happy to consider some modification program that they have as long as it is fair and clear. We have heard XXXX XXXX has a program as low as 3 %. We will then be able to afford and stay in our home. This will provide XXXX XXXX with borrowers with a long history of on time mortgage payments.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 92649
Submitted Via: Web
Date Sent: 2015-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have had repeated customer conflicts with a branch manager at Suntrust Bank, XXXX. in XXXX XXXX, GA XXXX. At my local Suntrust Bank branch, I have a multi-year checking and savings account. Recently I 've confirmed a suspicion that a XXXX XXXX XXXX, Branch Manager and Assistant Vice President, Suntrust Bank, has both intentionally and maliciously been committing " wire fraud '' like distortions on certain of my checking account deposits ( and, periodically, the delay of check drafts, which have also created overdraft incidents and fees ). Consequently, scheduled deposits from state government and corporate sources are fraudulently being returned or " delayed '' on the federal funds wire system by XXXX XXXX XXXX XXXX and/or subordinate Suntrust personnel as directly or indirectly encouraged by XXXX XXXX XXXX and checks I 've written in good faith on these delayed deposits are returned or penalized with an overdraft fee of {$36.00}. I believe the basis of these actions are primarily a product of gender ( or age and/or race ) bias by XXXX XXXX XXXX ; as well as a general disregard for my majority female and XXXX '' that XXXX XXXX XXXX so poorly serves. I believe I have grounds for prosecution of these regulatory violations and punitive damages against Suntrust XXXX for this breach of fiduciary responsibility on behalf of its ' agent, XXXX XXXX XXXX. Documentation for the XXXX recent instances of deposits obstructed are attached:1. A refund of {$59.00} processed on XXXX XXXX, 2015 by XXXX XXXX XXXX XXXX was held out from deposit to my account, past the " 5 day processing term '' stated by XXXX XXXX, until deposit on XXXX XXXX, 2015 and posting to my checking account on XXXX XXXX, 2015. This deposit was deliberately delayed effectively for 43 days in order to cause overdrafts, overdraft fees, and my personal emotional frustration by XXXX XXXX XXXX. 2. A recurring payment of {$170.00} by the State of Georgia on XXXX XXXX, 2015 was returned, I suspect, by XXXX XXXX XXXX while I was sitting with him on the next day afternoon to discuss a returned check and fees, and the mystery of the said " deposit gone missing ''?! In retrospect, I believe an adjoined complaint with the State of Georgia and XXXX XXXX is in order in this instance. As while XXXX XXXX XXXX knowingly misdirected this deposit, quite likely in my presence during said meeting, he deliberately directed me to " seek redress against the State of Georgia '', ( and implicitly XXXX XXXX for the previous wire deposit delay dated XXXX XXXX, 2015, which had not deposited as of the date of said meeting on XXXX XXXX, 2015 XXXX. This misdirection/sabotage was intended to have escalated me into a " fraudulent legal redress '' against the State for seeming neglect-to-deposit court-ordered funds to the court-ordered recipient, me. To-date, this wire deposit has not been discovered by the sending agency, and Suntrust has not deposited these funds into my checking account. XXXX, personal financial damage and emotional distress to me continues. I would also draw attention to the fact that XXXX XXXX XXXX uses electronic customer account notation to vilify targeted customers by " framing the account holder '' as the bad actor. This also serves to " cover his tracks '' as the Suntrust Bank-side violator embedded in these account transactional violations. My experience has been that this " toxic '' notation " poisons '' the professionalism and good judgement of other employees, making them also prone to blame the customer ( me ), for apparent problems referenced on the account. In fact, at my local Suntrust branch, I believe it is internal policy to routinely seek opportunities to penalize the customer in the course of doing business when possible. My overall Suntrust customer service experience is markedly better in communities other than, or like, my own.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2015-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have had a loan with Suntrust Bank for about XXXX tears at least. My principal never seems to go down. I have been watching it very closely for this year. I have another mortgage, and calculate correctly to within XXXX cents of principal and interest on each payment so I know its not me. But with Suntrust I am always off between $ XXXX {$30.00} per month. I have talked to them every month about this, and cant seem to get a straight answer. even when the branch does the math with me they come up with what I come up with, and the send in a ticket to have it fixed, but it never happens. Example. A payment was made XXXX XXXX, 2015, of {$300.00}, $ XXXXwas principal, {$200.00} interest. loan bal was {$29000.00} and rate is 7.840 apr. Next payment was made XXXX XXXX, 2015 for {$300.00}. their break down is {$110.00} principal and {$180.00} interest, bal is {$29.00}, XXXX. Next payment made is XXXX XXXX, 2015 of {$300.00}. this entire payment went to interest and balance due {$29.00}, XXXX. I do n't know how this could be? And they can not explain it. I make my payment early. over pay the payment amount. There are months that I pay in XXXX days and it seems that i get charged for XXXX days anyway. I dont know whats going on with them and I need help. They just do not make sense. I have XXXX loans with different rates, different balances, and when i do the per day cost, and add it up, i 'm on the money every time, but suntrust i am way off from what the come up with, and i never can get a reason.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32738
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On my previous mortgage with SunTrust which I refinanced to a new mortgage with SunTrust I had my sanitation taxes paid through my escrow. In my initial estimates of payments it was included to be escrowed but when it was time to close the loan it was left off. I made the inquire about why and I was instructed to just call in when I received the next bill and they would add it to the escrow payments. When the bill came in I call Suntrust Mortgage multiple time and spent hours on the phone attempting to get the bill paid. I was told multiple times that I would receive a call back from a supervisor and all the agent was able to do was put in a research request which takes around 3 weeks to complete. Finally I called and they paid the bill but it was late, I was assured that I would not be responsible for any late fees and it would be added to the escrow so I wouldnt have to go through the same battle in future years. I called today ( XXXX/XXXX/15 ) after receiving an escrow analysis, my sanitation tax was not added and they had me pay the late fee. I was told by agent ( XXXX, XXXX ) that there was nothing she could do, they paid the bill as a courtesy, I was responsible for the late fees and it would not be added for future payments. SunTrust mortgage customer service constantly says they will have a supervisor call you and they do not. I feel like I was lied to and deceived through the entire process. I would not recommend SunTrust to anyone as they do not appreciate loyal customers.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2015-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I started a SunTrust bank checking account online on XXXX/XXXX/2015. I was able to access the online portion and got my account and routing numbers so I could direct deposit my paycheck. When I checked back a few days later, I could n't access the online banking. I called SunTrust, and they said they could n't verify my identity, so I could n't get online banking until they sent me a verification card to my address, that I would sign and mail back. After a few weeks, I still had not received the verification card, so I called back, and SunTrust informed me that my account was closed for " rules violations '', although they would not tell me what rules I violated. They gave me no warning that my account was about to be closed, or anything I could do to keep it open. They said the account would be closed and I would be sent a check. A few weeks after that, I receive a statement for my account, which I thought was closed. I called again ( XXXX/XXXX/15 ), and SunTrust informed me that my account was still in review to be closed, and I would not receive the paycheck I had deposited until the review was done. They could not give a time frame for the review to be done. I opened this account with a promotion, in which if I deposited over {$2000.00} I would receive {$200.00}, and I believe that because I was very close to achieving the promotional balance, they closed my account. Now they are refusing to send me back my money.
Company Response: Company chooses not to provide a public response
State: AR
Zip: 717XX
Submitted Via: Web
Date Sent: 2015-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-13
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My brother-in-law and I jointly own a condo in XXXX XXXX XXXX, FL. We are current on the mortgage but are underwater by about {$80000.00}. In XX/XX/XXXX, Suntrust offered us an interest only mortgage which they refinanced in XX/XX/XXXX by increasing the payment by about $ XXXX/mo. We also were offered a XXXX mortgage in XX/XX/XXXX with options that we have been paying as an interest only loan for about 8 years. This will reset in 2 years and our payment will go up about {$600.00}. We have the apt . rented but do not receive enough rent to cover all costs. We are short about {$900.00} a month which we have been paying for with savings. We both have excellent credit but have had a really bad year. My husband died last year which resulted in my loss of $ XXXX/mo of income. I also had another rental property that was used as a XXXX house which cost me {$50000.00} last year until I sold it as a loss. My brother-in-law had a XXXX and was in a serious car accident in XX/XX/XXXX which resulted in XXXX. We are trying to get these XXXX loans which are owned by Suntrust modified with lower payments. If they would combine them or modify them, then we could continue to make the payments. In fact, my renter is willing to purchase the property as a short sale. Suntrust has been very difficult to deal with. They keep on asking for more papers, corrected papers, additional documents. I received a call this morning telling me that the bank statements that my brother-in-law submitted on XX/XX/XXXXare out of date and that he needs to submit new documents. This call also requested a current social security letter even though he had submitted the info XXXX/XXXX/XXXX. I have had to resubmit other documents at least 3 times for very minor issues-like no postal code, corrected dates. They are also telling me that if they do n't receive the paperwork by XXXX/XXXX/XXXX, the file will be closed. Also, they are calling me almost every day with different items that they need and sending paperwork requests that do n't match the calling requests. Both of us are retired and we are trying not to default on this property. Hopefully you can help us.
Company Response: Company chooses not to provide a public response
State: IL
Zip: 60060
Submitted Via: Web
Date Sent: 2015-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Our company had a business acct with suntrust bank. We were not supplied with any " rules and regulations '' documents only " Deposit Account Resoulution and Authorization for Business Entities ''. We made XXXX deposits totaling {$7600.00} and were told the money would be available the next day. They would not allow us to verify funds at the branch and we were told they do n't do that anymore. The next day my partner made a withdrawl of {$7400.00} to purchase equipment from the funds we recieved from the church. This was Grant Money. The next day I found out the bank had called the police for fraudulant activity on our account and the church account. According the the last paragraph in item ll on the first page of our account agreement they violated their own deposit agreement. All accounts were locked and the church and grant people tried to work with the bank to resolve the first XXXX checks. In the mean time my partner made another deposite of {$7500.00} from the church to cover the first checks and the bank promptly placed a hold on the check. I recieved notice that they were returning the check, then I got a notice that it had been paid. Then I got mail the next day that had the check copy with the notation " Account closed ''. The whole time the bank was told the funds were good and the grant people had no problem with paying these checks. Sun Trust took it upon themselves to close our accounts without even speaking with us or working with us and are calling this fraud which amounts to character assasination and defamation when we had no opportunity to get this worked out. There was no intent to defaud anyone and now we ca n't open accounts anywhere else and are being denied the opportunity to continue our business as banks look at our record and turn us away. I have sent letters saying account closed with no way to make a deposit if I wanted to to clear this up because we are " closed '' Where do we send the money for correct accounting. Our name has be defamed and they are charging fees for a problem they created from the start and now threaten legal action. The bank has taken this action without any regard to the consequences of the parties involved with no attempt to contact. I was told on a phone call with customer service that they do verify funds for business yet we were denied. The bank should be penalized for these actions and made to clear our names and company reputation. All fees should be waved and at this point we feel they should write off the balance for deceptive banking practices. I have attached documentation for our account. We have copies of the churches account and know that it was open at the time of the banks actions but are unable to attach these without their permission as they are pursuing action of their own. Regards
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2015-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-13
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We have a mortgage with Suntrust and owe more than the the property is worth. We attempted to sell the property for the amount owed on it, but after many months of being listed with a realtor, we could not find a buyer. So we began the short-sale process XX/XX/XXXX and found a buyer ( XX/XX/XXXX ). Suntrust delayed the process so long that we lost the buyer ( it was a XXXX exchange and there was a deadline by which the sale had to close XXXX. We have found other buyers since then XXXX all below what we owe but at fair market value ). Suntrust has not allowed any sale to go through. Then we requested a Deed in Lieu XXXX DIL XXXX and after much delay, Suntrust approved this XX/XX/XXXX. We received a notice in XXXX that we needed to have the property empty by XX/XX/XXXX ( we had tenants in the property ). We asked the tenants to leave and it is now XX/XX/XXXX but Suntrust has not finalized the DIL. The property is sitting empty and our debt continues to accrue. We are no longer collecting rent XXXX to help offset our losses and to keep the place occupied ). We are unable to get Suntrust to finalize the process and are looking for a resolution.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 93940
Submitted Via: Web
Date Sent: 2015-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes