Date Received: 2015-09-11
Issue: Communication tactics
Subissue: Called outside of 8am-9pm
Consumer Complaint: I received a phone call at XXXX XXXX my local time, local to the address/zip code that my mortgage is through. When I answered the phone, the representative stated that she is with SunTrust mortgage and asked me for my social security number. She did not disclose that this was debt collection ( failure to use FDCPA miranda ) and I was very confused. She refused to tell me what the call was in reference to. I called SunTrust and they disclosed that the call was an automated dial in an attempt to collect a debt. I had already submitted my payment the previous business day before receiving the debt collection call, and my payment was still within the 15 day payment window ( not late ).
Company Response: Company chooses not to provide a public response
State: CA
Zip: 95838
Submitted Via: Web
Date Sent: 2015-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I obtained, after XXXX years of applying to SunTrust, a modification this summer. I contacted my single point of contact in XXXX multiple times to note that I had an unforeseen circumstance in the business and needed a waiver of the trial period. I made XXXX of XXXX payments timely. I did not hear back from SunTrust on any calls or request to speak. It seems to me that the simple and efficient way to workout the temporary setback is to waive the trial period and/or reinstate the loan as modified.
Company Response: Company chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2015-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-08
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I received a call from Suntrust about fraudulent activity on my account and they asked me about the purchase attempts and did I approve them after I told them the purchases that I made they removed the hold off of my debit card. A few hours later I see charges from merchants, the same charges that were trying to be processed on my account. I called and disputed and they denied my claim.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2015-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: The Bank discriminately closing, denying account access and being denied opportunity to open a small business account pursuant 42 U.S. Code 1983 and 15 U.S. Code 1691 ( d ).
Company Response: Company chooses not to provide a public response
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2015-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Suntrust Mortgage claims my escrow account is too low due to an increase in both my property taxes, and home owners insurance. They are asking for more money each month. I investigated their claims, and they are false. I believe Suntrust Mortgage is practicing fraudulent and unfair business relations. An Internet search revealed similar claims to mine.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 93001
Submitted Via: Web
Date Sent: 2015-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am contacting the CFPB as I am at my wits end and do not know what else to do. I have an FHA loan with Suntrust and my loan modification request was denied XX/XX/XXXX. The denial letter stated I was denied for FHA HAMP and FHA standard modifications because the investor decision was not received within 30 days. Which it hadnt even been 30 days because I submitted an updated modification request on XX/XX/XXXX and on XX/XX/XXXX, I was advised XXXX additional paystubs was required which I sent that same day. On XX/XX/XXXX, I was advised the file was complete and sent to the investor for a decision. The modification was denied on XX/XX/XXXX which is less then 30 days. I was then advised my only option is liquidation. I quickly appealed this denial and today, I was told the appeal was denied and still, my only option is re-instatement. My loan originated XX/XX/XXXX and my rate is 6.125 %. My monthly gross income which is based off my weekly paystubs is {$4000.00}. 31 % of that would make the proposed modification payment {$1200.00}. My current payment is {$1400.00} so there is still a small savings. I am not even asking for a lower payment, I am just begging this bank to acknowledge my major hardship and give me a chance to resume making payments so I can keep this home I love and need so much. My reason I fell behind to begin with was due to XXXX. I had been out of work for a few months while XXXX. When I was finally strong enough to return to work, I applied for a modification and I have been getting denied since. I have all the medical documents to prove all of this as well.
Company Response: Company chooses not to provide a public response
State: CT
Zip: 06111
Submitted Via: Web
Date Sent: 2015-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-31
Issue: Cont'd attempts collect debt not owed
Subissue: Debt resulted from identity theft
Consumer Complaint: Debt was the result of an identity fraud from a bank
Company Response: Company chooses not to provide a public response
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2015-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-31
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Initiated refinance early XXXX with SunTrust, who is already our current lender. Credit was near perfect at the beginning of this process - XXXX. Appraisal complete XX/XX/XXXX. Required documents all submitted, including an official P & L statement for our XXXX hobby XXXX and XXXX. All document submissions to them were required to happen within XXXX hours. After verbal confirmation underwriting was complete, SunTrust attempted to schedule XXXX closing the week of XXXX but did n't have the PMI in order. They also gave us very limited time to make any decision about bringing additional money to closing and stated they would require extensive documentation of the source of any of these funds, when we had already disclosed the source of many of our funding options in our XXXX round of documentation. We were reprimanded by the loan officer for not already knowing what we wanted to bring to closing, but we had been repeatedly asking for info from SunTrust regarding how much we would need to bring to avoid PMI or reduce PMI and had not had that information provided. He also stated we were set to close within the usual 60 days so we did n't need to be upset with how long the process was taking. We were then verbally told that the PMI company required new bank statements, XXXX, profit and loss statements and a notarized agreement for shared driveway maintenance with our neighbors. This seemed wrong, so after asking they disclosed that it was not just for PMI, that their underwriting group was requiring additional information again. Closing was then to be scheduled the beginning of XXXX, before the rate lock expired again and the credit report expired ( XXXX expiration ). Closing again did not happen, we received no call or call-back, only a letter in the mail stating credit had been pulled for a XXXX time, which makes credit score drop with multiple hits. We continued to receive new disclosure statements that were inaccurate in various ways, mainly the cost of monthly PMI and the total loan amount which never went down through these months, while we continued to make payments. Then, closing was scheduled for XXXX XXXX, and we were informed we would receive documents detailing the amount of money we were to bring to closing and receive a call to fully explain the documents and agree that all was accurate. With XXXX bank business hours till our closing and no contact prior, we received a call that our original property assessment had expired and they would have a recertification completed within XXXX hours - hence closing again delayed. We were also told that if our property has declined in value that our refinance will once again have to be returned to underwriting. This is now the following Monday and we have received no call/no contact. We continue to make payments on our current mortgage at the higher interest rate and continue to receive no contact or calls. We have met every requirement to qualify for the new rate of 2.99 %, but SunTrust ca n't get underwriting completed before documents continue to expire in rolling fashion. We are incurring and continuing to pay interest at the higher rate, and it seems to us SunTrust is not motivated to refinance us to the lower rate. We have now missed the window to go to another lender at the 2.99 % rate and credit score has taken multiple hits. We do not qualify for HARP since we refinanced in XX/XX/XXXX, attempting then to be good stewards of our money. We are XXXX days from beginning of this process, with their quoted average time for closing a refinance being XXXX days.
Company Response: Company chooses not to provide a public response
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2015-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX 2015 I was interviewed online by a recruiter pretending to hire for a company named : XXXX XXXX XXXX based in XXXX. The job according to the job posting would consist of Data entry from home and I was directed to expect a {$2600.00} check to buy equipment for the job. The next day the check arrived at my door by express mail, I dropped it to my bank by ATM the same day but afterward I realized that the name of the company was not mentioned on the check ; I connected online with the recruiter and asked what the procedure would be after I receive the money. She said to me that I should withdraw the money and direct deposit it in another account Than I realized I was in a middle of a scam, right away I called the Bank asking if they could withdraw that check from the ATM machine and they said to me that they do not have access to the ATM system, I should wait for the operation to go through and then meet them after the check is processed, which I did on the XXXX of XXXX after the position of my account was updated with the amount of the check. The same day I went the Suntrust XXXX Branch and and the officer confirmed to me that the check is in fact a fraud. I asked her to put a hold on my account and return the money immediately. She advised me to open another account as the previous one was compromised. I followed her advice and deposited {$100.00} in the new account. She told me that the new account will be connected to my check card since the old account will be frozen till the procedure is completed, and later on closed. she said it will take XXXX business day for the new account to be connected to my online banking system. After the XXXX days, nothing went the way she told me. I called her, and she told me again that I should come to the branch and fill up a form for the connection to take place, which I did. From that point everything took another turn as my new personal checking account was frozen, my online banking system suspended. I could n't process any online payment since my business account was connected to my personal account through the online banking system. Since Monday XXXX XXXX I am at the branch everyday, the team-members of the branch are powerless in finding a solution to my problem. The bank has terminated my relationship, closed my old personal checking and saving account, frozen my new account, and do not want to talk to me. they have no schedule to when my money will be given back to me. I have bills to pay and my money is blocked by Suntrust bank. I am being penalized for doing the right thing. I am lost and do not know what to and I am also a victim and surprised by the action of this against me
Company Response: Company chooses not to provide a public response
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2015-08-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-26
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I was an account holder at Suntrust when I applied for a secured credit card in hopes of improving my credit. I was turned down. About a year later I was completing a transaction inside the lobby with a teller when she informed me " XXXX XXXX, it says here that you are pre-approved for our secured credit card ''. I was very surprised since I was turned down a year ago. I expressed my doubts to her and to another associate who had joined in the conversation. They both said that I was pre-approved and that it would only take a couple minutes to reply. Against my better judgement I allowed them to submit the applic. Well, sure enough I received the rejection letter XXXX days later. I feel that Suntrust lied to me, betrayed me, and mislead me. So instead of helping me improve my credit, they have probably made things worse for me. I filed my complaint with Suntrust and was assured that someone would get back to me. No one did. I called a XXXX time about XXXX weeks later and was given a case # and was assured that someone would get back to me. No one did. I called a third time and the CSR was not interested in my case # and insisted that I provide her all sorts of personal info despite the fact that I no longer have an account with Suntrust. It is quite apparent that Suntrust has no intention of discussing the matter with me.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2015-08-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes