Date Received: 2020-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I originated a loan on a condo in Washington D.C. with Suntrust in XX/XX/XXXX. An escrow account was implemented at closing. In XX/XX/XXXX, we received a notice of delinquency from Washington D.C. 's Office of Tax and Revenue ( OTR ) related to unpaid second half XXXX taxes. We contacted Suntrust regarding the unpaid property tax and Suntrust insisted the property tax on our parcel had been paid in XX/XX/XXXX. We reviewed publicly available records for our parcel and it was clear the property taxes had not been paid. Not wanting to risk further deficiency with the city, we remitted the property tax payment from our own, non-escrow bank account, including overdue and interest fees amounting to {$130.00}. In XX/XX/XXXX, I received our annual Escrow Disclosure Statement from Suntrust. The statement notified us that our escrow balance was in shortage and that our payment would be increased. I found it unlikely that we could be in shortage so soon after the loan origination when none of our expenses had increased. I reviewed the statement and noticed a payment of {$2600.00} made on XX/XX/XXXX by Suntrust out of our escrow account. This was allegedly for city tax paid. I knew this amount was erroneous because our property tax bill at the time was only {$930.00}. I reviewed the D.C. OTR website for payment records and realized that Suntrust had erroneously paid property taxes out of our escrow account on a parcel not owned by us, but with a similar address. This accounted for the {$2600.00} payment out of our escrow account that had resulted in a shortage. I notified Suntrust immediately and after much back and forth over 45+ days and spending more than twenty hours trying to remedy the issue, we were issued a escrow refund on XX/XX/XXXX in the amount of {$2800.00}. This refunded amount was comprised of the {$2600.00} that had erroneously been paid on another parcel, plus the {$130.00} we paid in late fees in interest for the property tax being unpaid on our parcel. This refund caused our account to be in surplus over the statutory maximum of funds that can be held in escrow, so we received an escrow refund on XX/XX/XXXX of {$2200.00}. We considered the issue resolved and did not experience any issues in our escrow account after the events described here. On XX/XX/XXXX, my mother in law ( not a member of our household and a party entirely unrelated to this issue ) was contacted by a debt collector called XXXX, XXXX XXXX XXXX ( " XXXX '' ). When the information was passed along to me, I contacted XXXX and spoke to a very rude woman named XXXX XXXX. XXXX had very little information about the debt and only indicated that we owed {$2600.00} to a " XXXX. '' We did not know who or what XXXX was. XXXX XXXX did not have additional information about the debt or what it pertained to. Her only information was that it was a " mortgage processing thing. '' I contacted XXXX and after nearly 2 hours of attempting to figure out where this debt may have originated from, I was directed to the property tax department, where XXXX processes property tax payments on behalf of mortgage companies. XXXX is the company that erroneously processed the property tax payment on the incorrect parcel in XX/XX/XXXX. After speaking to XXXX XXXX at XXXX, we discovered that XXXX alleges that we owe {$2600.00} in relation to the property tax payment from XX/XX/XXXX because XXXX, at Suntrust 's request, issued an " escrow advance '' to Suntrust in relation to our account in XX/XX/XXXX in an amount equal to the disputed amount of {$2600.00}. It should be noted that this advance request was not authorized or requested by my husband or myself, nor did we receive any communication on the matter from Suntrust. It is XXXX 's belief that Suntrust subsequently received reimbursement for the erroneous payment from the D.C. OTR, and had then disbursed those funds to our escrow account in addition to the original XX/XX/XXXX refund. As you can see from reviewing our attached escrow statement, my husband and I have only been reimbursed initially for the erroneous payment, back in XX/XX/XXXX. There has been no " double payment '' of any fees that may have been recouped by Suntrust from the city or any other source. However, XXXX alleges that Suntrust has advised that they must seek reimbursement of the advanced amount from myself and my husband, despite the fact that we have no relationship, contractual or otherwise, with XXXX, did not request the advance on the escrow that Suntrust requested, and have not received any additional funds from Suntrust in our escrow account. We never received any of the mailed communications that XXXX alleges were sent out in the second half of XXXX. These communications are attached for your review. We have attempted, unsuccessfully, to resolve this issue with both Suntrust and XXXX. This egregious error represents a mishandling of our escrow funds and a breach of Suntrust 's fiduciary duty to its clients. XXXX has no reasonable basis to assert that a debt is owed by us to XXXX, as XXXX did not require Suntrust to provide any evidence that it had disbursed funds to our escrow account. XXXX wrongfully turned this matter over to a very aggressive and intolerable third party collector without any basis for establishing that a debt was owed. My husband and I have spent 40+ hours of our time to date trying to resolve this issue and it has caused us a great deal of stress and anxiety. Responses from XXXX and Suntrust to date have not been adequate and the issue remains unresolved. XXXX has asked that the debt collector put a hold on seeking collection on our account, but has refused to clear the debt from our account, despite acknowledging that there is no evidence that we owe a debt to XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: To Whom This May Concern My student loans are getting out of hand. I have been repaying them since 2009 and somehow the balance is not going down. For past 9 years percent of my paycheck was deducted towards the balance, my federal and state tax returns have been set offset for past ten years to go towards my student balance. In last 3 years my account has been sold 3 times to different companies and new collection fee, handling fees etc has been added to balance. I don't even know who should I contact to stop this and have these new charges, fees and interest deleted from my original student loans. SunTrust is new company that has my student loan ownership it was Illinois Student Assistance Commission SunTrust XXXX. XXXX XXXX XXXX PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60659
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: This is a complaint against Truist/Suntrust Bank. I opened an account onXX/XX/XXXX it was closed on XX/XX/2020 without explanation. The initial letter indicated that I had initiated the closure of my own volition. This was obviously not true. I called immediately that morning and essentially got an unclear answer from a rep named XXXX. First I was told that this was due to me not funding the account, however at this point the account had been only open a week. Then when I confronted the rep with the letter she stated, she could not see it. She then contacted the back office who said my account was closed due to their terms and conditions. When asked for which specific terms none could be cited. I again asked about the letter and how me not asking to close the account could be a case of fraud. The bank refused to even investigate At this point I became suspicious. The account had been opened without issue ( no XXXX XXXX or XXXX denial as such ) and why would there be I have never bounced a check or been delinquent on anything in my entire life. I had one letter stating I had initiated the closure and another stating I violated terms and conditions of the bank without citing what terms I had violated. This was exceptionally strange since again the account had been open a week and not funded. I called back after receiving the letter, and was transferred to Client Solutions and spoke to a woman named XXXX. I brought up concerns that this closure could have been discriminatory in a nature ( given that there was no activity in the account itself and the conflicting reasons now for closure ), however she could not say with certainty this was not the case. I still have no explanation as to why the account was closed. I told her that I was going to file a CFPB complaint and she encouraged me to do so. I do believe Suntrust has a legal obligation to accurately report a reason for the closure. I have 2 reasons for the closure at this time - neither of which make sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX XXXX made a fraudulent debit charge to my account on XX/XX/2020. They did not process the online order because they immediately reported that the order was cancelled and never processed. XXXX XXXX XXXX acknowledged that they never processed the order. But they immediately charged my Suntrust account for the amount of the order. The charge showed up as a pending charge in my Suntrust checking account as a debit at XXXX on XXXX. Multiple phone calls to XXXX XXXX XXXX over the next 5 days and they could not even verify that they charged my account and XXXX and supervisor XXXX admitted that they did not know if or when the pending charge would fall off of my account but told me to call back on XXXX. Contacted Suntrust because XXXX & XXXX didnt know when or if the error would ever be corrected, and I was left in limbo because if the charge cant be found at XXXX XXXX XXXX, they cant correct it and suntrust will leave the charge pending on my account. Suntrust said that the charge was debited from my account and then debited that same day, XXXX. They know the charge was in error, but would not release the pending funds back to my account. Holding the funds for indefinite period so that they collect interest on the funds. They do this illegally on millions of accounts, fraudulently
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34677
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XXXX XXXX 2019, my sister wrote me a check for XXXX US dollars, this money was from our father who was XXXX. I called SunTrust bank and asked them if i made the deposit would my account stay active. I asked them this because the account had a XXXX balance of a couple weeks and was pending closed. The banker at SunTrust told me " yes, your account will stay active if you make a deposit '' so i mailed in the check. Immediately after SunTrust received the check within an hour the closed my account completely blocking me from online banking. SunTrust placed the money i got from my sister on hold and i found out not being able to pay my bill at a restaurant. For the entire months of XXXX and XXXX i couldn't get any data on why they closed my account OR why they would not give me my money. They have told me continuously that " we are waiting for the money to be recalled ''. So me and my sister tried to recall it and she couldn't, her bank XXXX XXXX can not recall it. The check had cleared her account and is currently being held by SunTrust. I filed multiple complaints with the FDIC and they have done nothing. I have been lied to by SunTrust over and over again, they have hung up on me several times and have been treating me like a criminal. Finally in early XXXX SunTrust told me i needed the check issuer to send them a letter stating that the check was intended for me. I did this and they claimed to have never gotten it. I have a fax receipt saying they did. Then SunTrust told me i needed to have a notarized affidavit stating that the funds were meant for me. My sister has been having trouble getting the fax through to SunTrust, but SunTrust has stated faxing is the only way. The affidavit should go through today on XX/XX/XXXX the day i file this complaint. SunTrust seems to believe the check is fraud yet refuses to return it to the issuing bank or release it to me, they seem to be playing some sort of law department. SunTrust lied to me stating " it was XXXX XXXX that originally flagged the check '' after check my sisters bank with her they absolutely did not as the check was good and the money was taken out of her account by SunTrust. The only way we are able to do anything is if we send them a legal Affidavit which i fear they plan to use against me for someone unspoken reason. I checked everywhere i can think and i am NOT being sued and i do NOT. have a judgement order on me. However the money i was receiving part of it was going to make the payments on my XXXX. I hav n't been able to get my money since XXXX and my XXXX bill went to collections in XXXX so i lost my lifetime coverage on my XXXX and i am expecting more problems with that in the future which i could have easily avoided given SunTrust didn't steal this money. I am asking you in complete desperation that you help me make SunTrust return my money as fast as possible so i can buy food, i have been boring money from people i know in order to stay alive. Recently i had a XXXX XXXX and receiving this money was going to give me time to rest and recover so i don't have a XXXX XXXX XXXX. I just need help getting my money back as fast as possible. The check was good. It cleared. SunTrust took the money. Closed my account. And have been violating federal law that they must return money once they close an account. If i were to sue them it would be successful, i just have no way to afford that, i just want my money back. Thankyou
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 855XX
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On approximately XX/XX/2019, i used my suntrust account to make a purchase on ebay for the amount of {$140.00} to a seller to have my ignition switch repaired, that seller never repaired my ignition switch and stop responding to emails. so i contacted XXXX with no help. So i contacted suntrust several times on different occasions and spoke with 4 different people with no help, the employees of suntrust claimed to have sent me an affidavit but i received nothing, today i spoke with someone named XXXX at approximately XXXX and was told they cant issue you a refund even though i didn't receive what i paid for, so i asked to speak to a supervisor, her name is XXXX and she told me we cant issue you a refund unless you respond back to an affidavit, i told her i never received one and each time suntrust claim they sent it to me by email i didn't receive anything, which i believe is intentional so that i cant dispute the transaction and delay the time so that transaction can expire.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XX/XX/XXXX Re : Complaint against Sun Trust Previously I already reported three times regarding Sun Trust bank repeatedly deduct {$20.00} from my personal checking account ending in XXXX in XXXX, XXXX, XX/XX/XXXX. Now I experienced another {$20.00} deduction on XX/XX/XXXX for the same account. The previous CFPB Complaint number were XXXX and XXXX. Per the attached response letter from Sun Trust bank, the executive team staff named XXXX XXXX stated that " the fee that was assessed on XX/XX/XXXX was refunded on XX/XX/XXXX. The accounts are now properly linked. It may take a complete billing cycle for the change to take effect. In the event a fee is assessed for the month of XXXX, it will be refunded ''. As I already complained this bank that all accounts were linked together from XX/XX/XXXX. Each month all my accounts met minimum balance requirements to waive monthly service fee. In my previous Complaint I have attached Sun Trust consumer fee schedule showing my account ending in XXXX not only linked with business account but also linked with savings account with balance at least {$10000.00}. Therefore all my accounts were never charged fee before XX/XX/XXXX. From XX/XX/XXXX to XX/XX/XXXX It was intentional stealing money caused this problem. I still insist ask this bank to pay insufficient new accounts bonus {$500.00} as attached. Per the promotion bonus offer, I have completed 10 debit purchase and {$500.00} direct deposit. It was different kind of promotion offer from Sun Trust. However Sun Trust repeatedly confuse two different promotion offer. The third issue was regarding deny Master card holder benefits. Several claims have been denied due to satisfaction guaranteed and purchase assurance claims in the amount of {$3.00}. The fourth issue is for unpaid compensation for repeated account damages from XX/XX/XXXX to today. This bank caused this problem, this bank must pay my damages such as my time to prepare Complaint 4 times. My personal time is very valuable {$300.00} per hour. It takes me 5 months to suffer anger, irritation, anxiety, pain, distress as personal injury caused by Sun Trust. Per my previous Complaint I also complained repeated harassment and invade of my privacy such as release my banking information to unknown parties. Because of the extremely unstable and theft banking experience, Reopen new accounts will bring me all kinds of inconvenience. I am asking compensation of damages {$25000.00} for hurting my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20016
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-31
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: XX/XX/XXXX. Opened an account at SunTrust Bank in XXXX, XXXX. using a {$5000.00} cashier check written on XX/XX/XXXX from our XXXX XXXX XXXX account in XXXX, XXXX. Was told the account was opened and given over the counter checks, ordered checks and ATM debit cards. Week of XX/XX/XXXX Went to the drive through window at bank to deposit checks into the newly opened SunTrust account. Was told to park the car and come inside bank due to a red flag! Once inside bank was told that there was a legal problem and was being sent to the fraud department and that the account had been closed. No explanation was given about why the account ended up in fraud department but we would receive a letter of explanation within 15 days. Weeks of XX/XX/XXXX to XX/XX/XXXX Many trips to Suntrust Bank to talk to management about an explanation for closed account, where our {$5000.00} was and when the money would be returned. NO ONE in the bank could answer any questions nor could they get any answers by calling the fraud department themselves. We were told it was in PROCESS with no date of money being returned. XX/XX/XXXX Received 1st letter from SunTrust bank with no explanation and only stated that we would have to make alternative arrangements for banking needs. We were given a number to call to get more answers. 1-800-suntrust. After numerous calls over the last 2 months all we are told is it is in process. XX/XX/XXXX Second letter from SunTrust stating fraud department reviewed the status of the funds and they were still trying to determine if the funds should be returned and a check would be received in 15 days. XX/XX/XXXX XXXX XXXX XXXX sent letter of reclamation and copy of cleared cashiers check, per SunTrust request. Week of XX/XX/XXXX SunTrust confirmed they received the necessary documents. And again we get its in process XX/XX/XXXX It has now been two months and we still have no answers nor have we been refunded our {$5000.00}. We have contacted management at XXXX XXXX XXXX in XXXX and were told the cashier check had cleared through SunTrust and we were sent a copy of the cleared check. We are in our late XXXX and live on a small fixed income. We have moved to XXXX to live with our daughter and this has been an absolute nightmare!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2020-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-30
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have a personal & individual credit line that was originally transacted with XXXX XXXX. It migrated to SunTrust Bank over the years. On XX/XX/2019 an " Internet Advance '' was made against my LOC in the amount of {$5000.00}, to an unrelated party, who has essentially hijacked the account. I have made several attempts to advance my complaint through the fraud department with SunTrust but as the minimum payment are being made, they are not in jeopardy and are not addressing my complaint. I have provided SunTrust with copies of the original agreement with XXXX so as to prove that I am the only person or entity authorized and responsible for utilizing this credit line. As best that I can discern, SunTrust 's position is that as long as the payments are being made, they will not do anything about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33770
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is with Suntrsut Bank. I am 14 months into an active Chapter XXXX. The mortgage lies outside the Chapter XXXX plan. I had made payments in full, ont time. In XXXX of 2019, the payment went up by almost {$500.00} per month. I feel this is egregious to anyone, let alone someone in my position. I had an initial conversation with the mortgage team at Suntrust who told me they could work on a modification plan with me. My attorney sent them the documentation giving permission for them to do this on two occasions. I never heard back. I was given an email alias only by the mortgage team to communicate with the Bankruptcy team. Several emails went unanswered. I have heard nothing back to this point. It seems this is being done by design.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A