Date Received: 2015-08-13
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I contacted Loan Officer XXXX XXXX with Suntrust Bank through a recommendation from my realtor regarding a mortgage application. I advised XXXX that I in the process of getting my home ready to be sold and I just wanted to know if I need to apply now for a new mortgage/preapproval or should I wait. XXXX suggested that I wait until I was getting closer to selling my home. I contacted XXXX about a month later advising that I had an offer and closing date for my home, and that I was in the process of looking for a new home. I completed the online application and provided all of the requested documentation to XXXX XXXX statements and pay stub information ). XXXX advised me then that he would be out of the office for a period of time ; however, my application would be left with his Manager to continue with the process. Before XXXX XXXX left, I was able to find a home, put in an offer, and set up a closing date XXXX XXXX XXXX XXXX for the sell of my home and the purchase of the new one ). After the application was processed, I received a hard copy of the application that I needed to sign and return to the XXXX VA location. I sent back the information and was advised that I needed to clarify some details on an inquiry on my credit report and I needed to provide my payment details for the appraisal and the credit report fee. I provided all of the information and was advised that I would contacted if anything else was needed. I was then contacted by a new person XXXX XXXX XXXX XXXX advising that the process was going along fine and if anything else was needed, she would contact me. She also advised me that the application would be forwarded over to the underwriter for review. A week before closing, my realtor asked me to check on the progress of the loan to make sure that it was on track for the XXXX XXXX, 2015, closing. XXXX XXXX then advised me that it have not been reviewed yet, and that she would send it over to a new underwriter for review. On Wednesday XXXX XXXX, 2015, I was advised by XXXX XXXX that my application was just now being reviewed and that there was an issue with my debt to income ratio. Not anytime before this was I advised of an issue, and nothing had changed on my credit report. Fast forward to XXXX XXXX, 2015, and I closed on the selling of my home ; however, I was unable to close on the new home. After further review and much back and forth between myself, my realtor, and XXXX XXXX, I was advised to pay down and pay down a few items and then I would qualify for the loan. After I close on the selling of my home ( XXXX XXXX, 2015 XXXX, I received an email stating that I was conditionally approved for the loan, but additional information was needed, contrary to what I was advised by XXXX XXXX. I ended up being able to close on XXXX XXXX, 2015 ; however, I had to stay in a hotel and my son had to stay at another location, as we did not have a home to go to due to the issue with Suntrust Mortgage. I incurred over {$700.00} in fees from the XXXX that I had by items stored in, as well as hotel fees from having to stay in one for 2 weeks. I have the home now ; however, my issue is the reasoning behind my application not being reviewed until 2 days before my scheduled closing that was made know from the beginning, and the extra money that I had to pay out of pocket. The bank ended up waiving some of the fees for the loan and even returning the appraisal fee, but that is just a dent in the bucket for the other fees that I had to pay out because Suntrust dropped the ball on the matter. I have email proof of the back and forth and information that I was advised if needed.
Company Response: Company chooses not to provide a public response
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2015-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-11
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I XXXX XXXX co-sign load for my son XXXX XXXX. Set up paper work. Loan wat to start after he got his first job. Paper work took very long time. This is with XXXX XXXX XXXX. We XXXX sign the loan. They said due to it took so long. We would have to sign load 2nd time. So we did. They What the did not say is the loan was changed the load so payments would sartin 30 days. Did not know this and had to pay penalty. Then I find out Suntrust went into my account and set up autopay. I am the cosigner. They did not ask to do this. I let it go. But next payment did not come out. Now they want me to pay for late chargeagain.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2015-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I paid {$75.00} for annual fee on my checking account with Suntrust. This fee was paid for account benefits that include XXXX XXXX XXXX reward for each {$1.00} spent. However, they changed rules in XXXX 2015 and now XXXX XXXX XXXX reward will be rewarded for each {$2.00} spent and they also limited the maximum award to XXXX miles per month which makes this checking account absolutely useless for me. I paid {$75.00} for the full year of advertised benefit and I am not getting it anymore so I believe that bank must refund me my annual fee for this year.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 34677
Submitted Via: Web
Date Sent: 2015-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust took over the Mortgage Servicing of my mortgage in XXXX 2015. I got my first notice from SunTrust on XXXX XXXX, 2015, ( attached ). The previous mortgage servicer sent me partial information on the transfer before that. SunTrust also sent me a statement dated XXXX XXXX, 2015 stating I was Past Due {$570.00}, apparently for the XXXX XXXX payment. They said I needed to pay {$1100.00} to bring the mortgage current. I have no idea how they got that unless they were trying to collect the XXXX payment 29 days in advance. I use an automatic Billpayer system for all my bills. SunTrust gets a check each month from my credit union. I 'm not sure why but unlike most of my other XXXX mortgages, so far the credit union is mailing vs. sending the payment electronically. It appears it is taking SunTrust 7-8 calendar days from the time the payment is mailed until they receive, process and post it. As a result of this, while they are slowly processing payments, their computer starts making robo-calls to my home phone. Having received XXXX today, I got my recorder out and answered the third XXXX since my credit union shows the payment was sent on XXXX XXXX, see statement attached. Eventually XXXX joined the call and I was told the call was being recorded for quality purposes. I told her that they were not authorized to make robo-calls and/or auto-dial me with a computer and to take me off that list. I 'm not she responded to that. She asked for more identifying information, my phone number, other phone numbers, etc. Eventually I told her I was recording the conversation too. At that point she told me I did n't have her permission to record the call. I told her they did n't ask for my permission when I was told they were recording the call so what did it matter. She said she could n't talk with me or something to that effect and hung up.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2015-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mother, XXXX XXXX, who is now deceased, was deceived Suntrust bank ; because of Suntrust 's actions, she was charged at least an extra {$7200.00} in interest. As her executor, I am asking that the unauthorized interest be returned. In XX/XX/XXXX, she took out a HELOC in the amount of {$400000.00}. At the time, she thought she had only used {$66000.00} of line of credit. In fact, XXXX XXXX, a Suntrust employee, without her authorization, took out the whole {$400000.00} line of credit on or about XX/XX/XXXX, and transferred it into a checking account opened in my mother 's name ( the " Checking Account '' ). The {$66000.00} was then withdrawn from the Checking Account on or about XX/XX/XXXX. Starting in XX/XX/XXXX, my mother was charged interest on {$400000.00}, when she should have in fact only been charged interest starting in XX/XX/XXXX on the {$66000.00} she was told had been withdrawn from the HELOC. During this time, my mother was in regular XXXX. In XX/XX/XXXX, I looked at my mother 's HELOC statement because she was no longer XXXX and as her executor I wanted to learn about the state of her finances before she died. She told me she had taken about {$67000.00} out through a HELOC, so I was confused when her statement said that the full {$400000.00} line of credit had been used. I eventually realized that the Checking Account had been opened, and explained what had happened to my mother. She said ( a ) that she had not authorized the transfer of {$400000.00} to the Checking Account, and ( b ) that did not realize that XXXX XXXX had transferred the entire {$400000.00} line of credit into the Checking Account on her behalf. We immediately transferred {$330000.00}, the entire balance of the Checking Account less {$1.00}, so that she would no longer be charged extra interest. This transfer took place on or about XX/XX/XXXX. We kept {$1.00} in the Checking Account to maintain a record of the transactions that had taken place in the account. During the month of XX/XX/XXXX my mother 's health declined rapidly, and we were too busy focusing on her health to speak extensively with Suntrust about the overcharges associated with the HELOC. Still, on or around XXXX XXXX, I went to the Suntrust branch in XXXX XXXX, Florida and spoke to an employee about the overcharges. He said he would speak to the manager, XXXX XXXX, and get back to me. A few days later, the manager told me that she was look into the charges and try to help with the situation. After my mother 's death in early XX/XX/XXXX, I again went to the Suntrust branch in XXXX XXXX, Florida about the overcharges. Some employees recognized that my mother had been deceived by the Suntrust employee who opened the HELOC account and Checking Account, and I asked that Suntrust unwind the excessive charges. I spoke to various employees, including XXXX XXXX, the manager of the branch, but after a series of discussions, the Suntrust representatives eventually said that it believed the transfer was valid, and they would not refund the interest. They did say that XXXX XXXX was no longer with Suntrust. I then I paid off the remainder of the HELOC balance as part of my duties as executor, but repayment was delayed while I was trying to address the overpayments with Suntrust 's representatives. Recently, my son mentioned that I could file a complaint with the CFPB about bank misconduct. Because Suntrust did not resolve the misconduct I brought to its attention, I am now writing to notify the CFPB of Suntrust 's misconduct and seek return of the funds Suntrust improperly charged my mother. As executor to my mother 's estate, I have a duty to represent her interests and the interests of her heirs. A number of my mother 's heirs are of moderate means, and I know these funds would make a real difference in their lives.
Company Response: Company chooses not to provide a public response
State: MA
Zip: 02467
Submitted Via: Web
Date Sent: 2015-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: This is the XXXX Dispute that I have requested you to help me with for Sun Trust Bank. Well I received the XXXX Report and the XXXX report. I am beyond upset with these banks and how they just treat people. As stated on my previous dispute this bank told me a week later after I opened this account that they were closing it due to information that they had received from XXXX and that the account was no longer available to me. Now if you were closing the account why in the great love of XXXX continue to debit another account for the opening deposit. Way after they the fact that you stated that you were going to close the account. Each time that they did n't receive the money they charge me an overdraft fee and and NSF fees which overdrew the account. So they reported me to both XXXX and XXXX with these Contribution Reasons : An account closed and charged off by the contributor, in whole or in part via an automated process, where the contributor has recorded a loss and where the Contributor does not, or is not able to identify the closing of the accounts as due to fraud. Yes rattled my brain as well. I am so done. Now I received a phone on XXXX occassion 's this week from Sun Trust bank but they just left a message stating they were calling me due to the dispute report from CFPB nothing else happened. No resolution
Company Response: Company chooses not to provide a public response
State: NJ
Zip: 07050
Submitted Via: Web
Date Sent: 2015-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX/XXXX/15, I submitted a complaint letter to Suntrust Bank concerning incorrect information provided by XXXX as my credit data for consideration of a credit card offered by Suntrust. On XXXX/XXXX/15, I sent a letter to XXXX concerning the same above mentioned issue : reporting erroneous credit data on my behalf. I have attached copy of the letters mailed to both companies. To date, neither business has responded to my letters. Therefore, I am requesting your assistance with this matter. I am demanding a response to my inquiry from each business. I have attached a copy of the letters submitted to both SunTrust and XXXX. I also intend to file a complaint on those organizations with the respective XXXX and the Federal Trade Commission ( FTC ). Thank you.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2015-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-07
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I banked at Suntrust Bank for nearly over a dozen years without incident. Moved another business account there. After moving that account there, I was told to close ALL my accounts - checking./Savings & credit cards. It appears that one officer of this business has negative credit with Banks. I removed that person and severed all relationships. However, SunTrust has discriminated against me because of who I used to associate with. By closing my Credit Card, it shows on my credit bureau as " Closed Account by Creditor ''. This has adversely affected my credit standing in an immense way. I am asking that SunTrust reopen my credit card.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 33626
Submitted Via: Web
Date Sent: 2015-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XX/XX/XXXX, I called The SunTrust Mortgage Escalation Resolution Team. The person who answered the phone said she could take my request verbally. I told her I was requesting a copy of all the information re my mortgage # XXXX, that they sumitted to the Hamp Administrator and the National Settlement Administrator. The person, whose name I have, said she would take care of this. It has been over 30 days and I have heard nothing. I called yesterday, and the person who answered the phone, said I have to submit my request in writing. A month wasted!!!! I have requested info by phone.in the past and have received a response. The desired resolution, is that I receive a complete copy of any information given to the Hamp Administrator, and the National Settlement Administrator, regarding the subject mortgage # XXXX ASAP. It is my right to see everything sumitted.
Company Response: Company chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-06
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Suntrust Bank I applied online to get a bank account and it was approved and opened up. About a week or so later I received a letter from the Back office department stating that the account will be closed due to information reported with XXXX XXXX Services. So I left it at that knowing the account was going to be closed and I would have to find a bank somewhere else. Now a few years later I start to clear my credit and pulled and asked for a Consumer report from XXXX and Suntrust Bank has me listed as Non-Sufficeint Fund ( NSF ) Activity and is reporting that I owe them {$84.00}. Now I called the customer services and they stated my account was charged several return check fees and that I had to pay and they would update XXXX and XXXX XXXX Systems. What?? How can you do that when you told me the account was not going to be left open because you closed it due to reported information from XXXX XXXX Services. Such a XXXX double standard
Company Response: Company chooses not to provide a public response
State: NJ
Zip: 07050
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No