Date Received: 2019-09-23
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I sent in a cashiers check over a week ago and it's been confirmed received and they still havent updates my account and still charging me daily interest. This is causing financial harm and totally illegal. I need them to credit my cashiers check to reflect payment in full and manually updated the 3 credit reporting agencies to show the account is XXXX balance and paid off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2019 SunTrust informed CFPB for I to fill out the Hold Harmless letter and email the scan copy to XXXX. On XX/XX/2019 The Hold Harmless department refused to accept the Hold Harmless letter from me because I am not from the bank. I responded with the copy and paste from SunTrust CFPB response. The Hold Harmless department responded for me to contact the individual from SunTrust, and to have it notarized. The representative from SunTrust informed me to contact the Hold Harmless department. Please this run around is not fair and false from what was told to CFPB and I need my money back. XX/XX/2019 XXXX XXXX ( XXXX ) XXXX Company 's Response We have received and reviewed your correspondences forwarded to us from the CFPB regarding a {$1600.00} wire transferred into a SunTrust account. I am sorry to learn that you were the victim of an apparent scam and understand how a situation like this can be frustrating. I appreciate the opportunity to respond. Our review of the facts related to this matter indicates that on XX/XX/2019, the funds were properly credited to the SunTrust Bank account according to the wire instructions we received from XXXX XXXX XXXX XXXX, XXXX. Typically when non-clients contact us about fraudulent activity involving accounts at SunTrust, we direct those individuals to contact their bank to file fraud claims for the transactions they question. It would be up to that bank to initiate any claim on their clients behalf and submit it via email to XXXX ; the matter would then be handled between the two banks. The claims are investigated by our Fraud Division, and we will contact the banks that submitted the claims with our findings. For this reason, individuals will need to contact their banks directly regarding their claims. We do, of course, cooperate with any law enforcement investigations concerning fraud claims. SunTrust acts in accordance with all State and Federal laws and regulations and denies the allegations of wrongdoing. We have no record of receiving a Hold Harmless claim regarding this matter from XXXX XXXX XXXX XXXX, XXXX. Because you have stated that they refuse to submit a Hold Harmless claim on your behalf, I am enclosing the required form so that you may complete the form and return it to the email address noted above. Ms. XXXX, I understand this is not the resolution you are seeking from SunTrust, and I do hope that law enforcement is able to resolve this for you. If you have additional questions, please contact your financial institution for further assistance. XXXX case number Case # XXXX Parties Involved : XXXX XXXX XXXX XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Resident Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX , MD XXXX SunTrust phone # XXXX ( XXXX ) XXXX SunTrust Banks Headquarters XXXX XXXX XXXX , XXXX XXXX , Georgia XXXX XXXX Wire Department XXXX ( XXXX ) XXXX XXXX Fraud Department XXXX ( XXXX ) XXXX XXXX Headquarters XXXX XXXX XXXX XXXX XXXX , NY XXXX Chain of Events : XX/XX/2019 my daughter XXXX XXXX began communications with XXXX XXXX XXXX on XXXX . XXXX XXXX XXXX had an ad on XXXX for an apartment. The rental was for {$850.00} a month on XXXX XXXX XXXX, XXXX, CA. XXXX lives at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. XXXX was looking for a rental in XXXX XXXX, because she is attending XXXX XXXX XXXX. XXXX XXXX XXXX gave XXXX XXXX ( XXXX ) XXXX as Janets number to call and text. XXXX sent a XXXX message a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, CA, and that XXXX XXXX XXXX was the owner of the complex. This was proof for XXXX that this rental was not a scam. XX/XX/2019 XXXX told XXXX inorder to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit SUNTRUST ACCOUNT INFO ACCOUNT NAME : XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX md XXXX. I wire {$1600.00} minus the wire fee of the {$1700.00} to the above account to hold the apartment in XXXX XXXX on XX/XX/2019, because my daughter told me that the rental was checked out by her. I wired the monies to the above account for the apartment. I text XXXX a copy of the bank wire receipts. I text XXXX XXXX XXXX asking for a copy of the receipt. XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. On XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. On XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, CA. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did I learn when we arrived to the location, that the apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX representative informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX police station and filed a police report. Office XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. XXXX XXXX Police Department Police Headquarters, Report Management Section, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX. After, I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact XXXX their fraud department, and the department was closed.I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I informed SunTrust of the fraudulent transaction, the representative said she will email the wire department, but I must contact my bank to start the wire recall. On XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. I contacted XXXX fraud department and they referred me to call the wire department. There was nothing that the fraud department could do to help me but freeze my accounts. The XXXX wire department was closed till Monday. The wire department business hours are Monday to Friday from XXXX to XXXX. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I told a representative at SunTrust I had a police report number, the representative said they can only accept it from the police department and/or XXXX. XX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX profile picture was liked by 3 people who are located in XXXX. Those individuals XXXX XXXX, XXXX, and XXXX XXXX are living in XXXX. I believe they are involved with the rental scam. I researched XXXX XXXX their agent for service is also XXXX, whom is living in Maryland. The agent for service for XXXX XXXX is XXXX XXXX located XXXX XXXX XXXX XXXX XXXX, MD XXXX. XXXX XXXX is still active. I have XXXX pictures, names and profiles of all parties involved. I have the Maryland Tax ID for XXXX XXXX. I learn that SunTrust doesnt have a bank in XXXX. My research on rental scams work by having individuals in the US pick up the money, keep a percentage and wire the rest to XXXX. I contacted the wire department XXXX ( XXXX ) XXXX. The representative from the wire department informed me, that in 24 to 48 hrs they would process the bank wire recall. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. SunTrust representative said they will need a Hold Harmless letter from XXXX. XX/XX/2019 I contacted the wire department and there was no update. I informed the XXXX Wire department that SunTrust is going to request a Hold Harmless Letter. The representative informed me not to worry they will take care of it, they know what they are doing and its still being processed. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XX/XX/2019 I contacted the XXXX wire department. A representative told me, Im ma'am but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate the case their investigators because SunTrust is requesting a Hold Harmless letter. XXXX said, It doesnt seem like they want to return the money. I informed XXXX that the account was still open and the funds are in the account. XXXX said an investigator will call me within 24 to 48hrs. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XX/XX/2019 I called XXXX wire department to inform them that I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I offered the police report number to SunTrust, but they refused. No update from XXXX wire department on when the investigator will call me. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank ( SunTrust ). She reports that SunTrust closed their accounts. I reported the incident to the FBI. I had a missed call at XXXX, ( which is outside normal business hours ). I called back the number, which was the same as the XXXX wire department. I called back XXXX wire department. The representative said that was nothing he can do to help me connect with the investigator that tried to call me. I requested to be transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email SunTrust to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back with an update. XXXX did not call back. When I called back at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on many times by representatives, when I was calling the XXXX wire department to follow up with the investigators. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XX/XX/2019-XX/XX/2019 XXXX XXXX weekend all offices were closed. XX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. I handed over everything I had printed out of screenshots from emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their emails. I gave him the wire department phone number and case number. He said he was really busy and will do it when he can. I return XXXX hours later, XXXX said, he called and talked to the XXXX wire department and sent an internal tol the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. XX/XX/2019 I contacted XXXX wire department I was hung up on by an employee name XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts, and account number. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to SunTrust bank letting them know that XXXX was working on this account. When I finally talked to XXXX, he informed me that he has received my documents. For me to go to my local banker for more information. XX/XX/2019 I called XXXX Wire Department for 3 hours. XXXX kept refusing to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four more hours of calling the XXXX wire department, I finally talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call SunTrust in tears. I was transferred to SunTrust wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said, Yes, I can! I told XXXX that I had everything except the police report that it takes weeks or days for XXXX police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called XXXX wire department, it took three hours before I could talk to someone without hanging up on me. I informed the XXXX wire representatives about what XXXX from SunTrust told me, and the representatives said repeatedly that the Hold Harmless was denied.. The representatives from XXXX wire department kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX, who I informed what XXXX told me. XXXX said we will do another recall that day. XXXX said, but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department. XXXX called back and said it looks like SunTrust doesnt want to give you back your money, XXXX told him that they did 3 to 4 wire recalls on this account. I informed everyone the account at SunTrust for XXXX XXXX was still open and the funds are still there. XX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the XXXX wire department keeps sending me back to him. He said someone should be calling me by Tuesday. I called XXXX Wire department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the XXXX wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the XXXX wire department. XXXX said no bank recall was done, in fact only one recall that was done on this account. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX said he sent an email to SunTrust requesting the money to be returned without a Hold Harmless Letter. I talked to SunTrust they informed me that only one bank wire recall was done. When they ask for the Hold Harmless letter, they thought the wire recall was abandoned because XXXX did not respond to their request. Again the representatives from the XXXX wire department lied to me. XX/XX/2019 at XXXX XXXX from XXXX Executive department called me that they received my my complaint from the FTC . I would get a response in 15 days. I requested that the documents I sent to XXXX to be forwarded to SunTrust. XXXX said she will look into it and let me know if they can send the documents. XXXX did explain that a Hold Harmless letter states SunTrust is not at fault for this transaction, that is why a Hold Harmless Letter is difficult for them to do for me. At XXXX I talked to XXXX from XXXX Wire Department. She said that there was no response from SunTrust regarding XXXX email to them. She said that another wire recall will not be completed because it will cause them to create another case. I called SunTrust wire department and talked to XXXX. She said since Im not a SunTrust client she cant take any information from me. XX/XX/2019 XXXX I talked to XXXX from XXXX Wire Department. XXXX said that the Hold Harmless letter was denied. ( Which I did not ask about ). XXXX said that the email was sent from XXXX to SunTrust XX/XX/2019 at XXXX. She said that SunTrust replied XX/XX/2019 at XXXX that the request requires a Hold Harmless letter. When I repeated what XXXX said, XXXX began to say she meant regarding the Executive investigation. However, I was very clear about what I was talking about and what email I was referring to in my phone conversation. This is my biggest issue with XXXX is the poor communication. I feel that both of the banks are lying to me and do not care because its not their money. At XXXX I got a call from SunTrust Executive department that they received my complaint from FTC , the individual said XXXX XXXX is assigned to my case. I will get a response in 15 days. My complaint with SunTrust is their unwillingness to investigate the fraud. Its extremely unethical to allow someone to use SunTrust as a means to commit fraud. My complaint is that XXXX is not doing to due diligence in helping me. XXXX wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to SunTrust because their intentions are to punish my family and I for being scammed. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughters college tuition. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every penny we need for her college education. XXXX wire department is destroying lives for people of XXXX. Please help me. Thank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91744
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft and this debt does not belong to me. Please see the identity theft report and legal affidavit attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-22
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: In XXXX of this year, I was notified through my credit tracking service that I have signed up through my current bank, XXXX, that my credit score had dropped. I went online and found out that SunTrust bank had reported a delinquent account that they had charged off for {$16.00}. This was a line of credit I had with them since XXXX and when we moved from XXXX to XXXX in XXXX, I had requested that line be closed out. After I sent the initial request, I then requested it again in XXXX and XXXX as a statement had been forwarded to me from XXXX ( not from SunTrust ) and they had failed to close it out. As a side note, SunTrust had my current address in XXXX as we had been receiving correspondence from them until all of our accounts were closed in early XXXX. However, I had not received any statements on this line of credit since moving from Maryland in XXXX. The amount that they had charged off was the {$15.00} annual fee and a penalty, which totaled {$16.00}. All of the statements regarding this account were forwarded by the person who bought our house in XXXX. When I found out about their filing the derogatory notice on my credit bureau I called SunTrust on XX/XX/XXXX and talked to someone by the name of XXXX. She informed me that she would process my complaint and I should get something in the mail. When I hadn't received anything by XX/XX/XXXX, I filed a dispute with XXXX ( file XXXX ) as SunTrust stated they had not recorded any such complaint. As I still hadn't received any notification from SunTrust I called back on the XXXX (? ) to confirm that this dispute had been recorded, which was told it had and it would take 30 days. On XX/XX/XXXX, I received notification from XXXX that the derogatory filing had been changed to 90 days late, however, the account was closed on XX/XX/XXXX so no one has been able to explain to me that if it was closed how can an amount or account be 90 days late? In addition, I have had a consistent and excellent credit score up until this point. Why would I allow {$15.00} to charge off and change that after many, many years of a strong credit history? I explained to SunTrust that they clearly have a flawed system as I have had to repeatedly ask them to close this account over a 2 year period. I also explained that I hadn't received any statements from them stating I owed any money even thought they were able to confirm my current address. They said it was up to me to contact them to ensure the account was closed. As I hadn't received any more statements I assumed the account had finally been closed. They also indicated I should have gone to a branch but there are no SunTrust 's in the midwest. I want this delinquency removed from my credit as I feel they are taking advantage of me and improperly handled the request to close and charged this account off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49686
Submitted Via: Web
Date Sent: 2019-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was alerted by SunTrust Mortgage - during the time the ex-wife was applying for a mortgage modification that their was what appeared to be forged signature. Apparently a fraud investigation was opened up - but I did not hear a word about it. When going back to the VP of security - I'm now being told that I need too call back and " re-open '' this. It feels as through SunTrust does not take fraud very seriously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45331
Submitted Via: Web
Date Sent: 2019-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-21
Issue: Problem with a company's investigation into an existing issue
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XX/XX/XXXX-XX/XX/2019 I requested a loan to purchase land on XX/XX/19. I knew i had good credit, good income, and over 40 percent of the downpayment ( more than necessary ). However, on XX/XX/2019 i get a decline notice. I was told to please wait 24 hours to view my decline letter. On XX/XX/2019 I get my decline letter and it states four reasons, I immediately knew that some of the listed items were incorrect, such as not having enough income, But i went ahead and ordered my XXXX credit report, the same agency they used to obtain my information. After obtaining my credit report, i see that my credit scire has only improved, that there arent any collections like they say i have, and that my seven credit cards are almost ar zero balance with only my care payment if XXXX a month. My oldest credit goes back 18 years, and most accounts average 8 years which. Additionally, my only other bill is rent of XXXX a month. I am a XXXX XXXX who makes XXXX or more a years. So I emailed them back saying their reasons make no sense ( all four if them ), but they emailed me twice saying just open your decline letter I feel that if they want to decline then do so on other basis, but their basis for declining me are incorrect. Also I dont want my scored lowered from them if they dont want to get this letter to be accurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34119
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-19
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On Friday, XX/XX/2019, my primary checking account reflected a balance of {$1100.00}. Over the weekend I spent money. Some transactions, were items I did not even authorize. XXXX XXXX XXXX XXXX XXXX already made the credit for 4 items today. On Monday, at XXXX my balance was {$690.00} and XXXX XXXX took out XXXX for an order. They were suppose to wait until Tuesday at XXXX. Ive explained to Suntrust, that there was 9 transitions and 9 fees. I begged the branch manager, corporate office and local business banker to assist me. I bring in XXXX a month to this bank and no one would help me. The money that came in, was to order carpet for a Friday installation. I want to continue business with Suntrust but not with a bank that doesnt want to work with me. I would never use my card purposely without funds on it. Now, I could face a backcharge from the customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2019-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Bank has a partial payments section on their monthly statement. Months ago my section was blank zero . then payments were taking thousands of dollars off but not paying off the Principal. Then XX/XX/XXXX Balance was {$6300.00} with {$1300.00} in partial payments section. Note ( this is a suspense account will hold until amount equals one full payment ) Payment is {$580.00}. XX/XX/XXXX Balance was {$3800.00} with {$1300.00} in partial payments section. Note ( this is a suspense account will hold until amount equals one full payment ) Payment is {$580.00}. XX/XX/XXXX Balance was {$1200.00} with {$1300.00} in partial payments section. Note ( this is a suspense account will hold until amount equals one full payment ) Payment is {$580.00}. Now XXXX Balance was {$930.00} with {$3500.00} in partial payments section. Note ( this is a suspense account will hold until amount equals one full payment ) Payment is {$580.00}, that's 6 payments. When I called to ask questions, they explained they were waiting for me to tell them what to do with suspense account. So I asked to pay off the account. I was told she can give me a payoff for tomorrow 's date. I told her you have my money. I said never mind I will go to the branch and pay it off right now. She told me you can't do that you have to wire the payoff. I asked for her supervisor. ( at this time I was pretty upset, no agree, so I hung up the phone and drove to a Suntrust branch. was met by a personal banker and began the process all over again. After a time on the phone with the mortgage people, she was able to explain and get a better understanding of what was going on? She was very helpful. At the end MY HOME IS PAID IN FULL. Plus a check to me for {$6100.00} So my concern is my Mortgage could of been paid off 5, 6 months ago? With paying interest? and lowering principal and what ever they want? So if holding my money in a suspense account allows them to extend the loan and me paying interest on that money does not seem like right/correct banking practices. Plus I can not be the only one Suntrust is doing this too. How many thousands, millions of others are they holding 4, 5 thousand dollars.????????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 371XX
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Getting the loan
Subissue:
Consumer Complaint: My husband and I applied for a loan to build a pool at my property. I have a XXXX credit score and my husband has a 800+ credit score. I have {$80000.00} in the bank, I own a property with over {$300000.00} in equity and I make {$60000.00} a year W2 income in addition to my social security and my husband 's pension. I filled out the application online and was asked to call and verify some information. I called and verified everything and they said they needed to speak to my husband. I was at work, so my husband and I called back later. The girl who spoke to my husband insinuated that she did not believe that we filled out the application on line. She asked my husband " did you fill out the application or did someone help you? '' She was very condescending and it was apparent that she did not believe people of our age ( 80, 81 ) should be borrowing money. A few hours later I received a denial letter. The denial stated I had too many late payments. I called Lightstream and asked them to go over with me what the denial was about and I alerted them to the fact that I felt like age discrimination was in play. He said that I had a few late payments on my report and that was the reason. I asked him if they had a policy of how many late payments were acceptable and he said it was case by case. I told him that age discrimination was against the law and he offered to resubmit the application. The next day I received the same denial email. I feel very strongly that if my application were compared to any other with a XXXX credit score, there would not have been a denial. I am convinced that Lighstream broke the law and discriminated against my application due to my age.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : I currently hold a mortgage with SunTrust Mortgage. I am two payments behind right now, but not due to financial constraints, but due to my mortgage payment being increased without a new contract or an agreement signed by me. My regular monthly payment is $ XXXX/month and has been for the last several years. I owe XXXX on my home. FIRST ISSUE : I attempted to refinance my home back in XXXX, but the fees were over $ 10k to refinance and lower my payments and my credit score was low since SunTrust chooses not to report mortgages and regular payments into the credit bureaus. When I inquired as to why they stated they only do upon request. This lowers my score since this is the largest debt I hold and pay regularly. Plus, when I try to go with new vendors, they immediately think I do not own a home because of this. Anyway, I noticed my bill went up to XXXX per month from {$830.00} in XXXX and upon inquiring I was informed that an appraisal had been completed on my home and since we didn't close, I was charged for it. First, I was informed that everything was free, and SunTrust declined my refinance due to my credit score, so how am I liable? Plus, they can just increase my mortgage balance and payment whenever they want? Is this a dictatorship? What am I supposed to do? If I do not pay and challenge it, then I lose my home! SECOND ISSUE : Now in XXXX, I noticed, when paying my bill online, that my payment had increased to {$1100.00}, an increase of {$230.00} per month. I called SunTrust Mortgage on XX/XX/XXXX, to address this issue. After being transferred 4 times, hung up on twice, I tried one last time and connected with a representative that recognized my frustration, worked the problem between SunTrusts escrow, mortgage, and insurance departments and provided the information as to what happened. So here goes ... Basically, from XXXX and XXXX they showed a lapse of coverage when they check with my insurance company, XXXX XXXX. Yes, this did happen. We experienced a challenge with the U.S. Postal Service delivering our payment and finally had to move to an autopay. Based on these two instances of a few DAYS without coverage in XXXX and 4 days in XXXX we are habitual violators and SunTrust Mortgage has mandated that SunTrust Mortgage add SunTrust Insurance to my mortgage, and charge me for it. This change took place on XX/XX/XXXX. They claimed they re-evaluated my escrow ( which at the time only included our taxes ) and added the payment for their insurance to my monthly escrow and stated I had a shortage of escrow stemming back to XX/XX/XXXX ( this was based on their annual calculations for their insurance ) and slapped a shortage payment of $ XXXX/month to my monthly payments for a GRAND TOTAL of {$260.00} per month ADDED TO MY MONTHLY SUNTRUST MORTGAGE PAYMENT. Please keep in mind, this whole time I also pay XXXX XXXX for my homeowner 's policy. The SunTrust representative stated that all I need to do was to send in the " Proof of Insurance Declaration '' that I had relayed I was holding my hand which confirmed coverage from XX/XX/XXXX to XX/XX/XXXX. I was asked to fax it to SunTrust Mortgage 's Insurance Department at XXXX, which I did and received a successful transmission. She told me to then wait for 60-days and I should see the payment altered and insurance removed. She also reversed the late fees on my account. I explained that I didn't want to pay the new mortgage amount, because once I did it would basically be my agreement to the new charges. She understood and assured me that she was logging detailed notes and credited the current fee and the future fee. Then, I paid my SunTrust Mortgage on the phone with her. On XX/XX/XXXX, I called SunTrust Mortgage again about the issue because my monthly payment still had not been altered back, nor had my account been credited for the additional monthly payments I had been making since XXXX. Prior to calling I contacted XXXX XXXX again and confirmed that we had consistent coverage and our agent contacted SunTrust Mortgage to confirm as well. He reached a representative that provided her ID and told us to call back and let SunTrust Mortgage know our agent spoke with SunTrusts insurance department and confirmed coverage and we needed to request for our mortgage to be reanalyzed to have the additional monthly fee removed. So, I did. I spoke with a gentleman who stated, " I have to state, that this is an attempt to collect a debt, and any information used during this call will be used to collect the debt. '' I reminded him that I call SunTrust Mortgage, not the other way around and that I was calling to collect a debt and remedy a lingering issue. Once I relayed the message, he said he needed to get a representative with SunTrusts insurance department on the phone. He conferenced her in, and she said we had an evaluation due to a lapse in coverage for insurance and they applied SunTrust Insurance to our account. She said it could not be removed. I proceeded to ask for a supervisor, who told me that the additional Homeowners insurance which costs me an additional $ XXXX/month which I mentioned earlier in this complaint, COULD NOT BE REMOVED. I asked him for his supervisor, and he said I would need to mail a letter to XXXX and request in writing to speak with his supervisor??? Which, unfortunately, I am doing as well. I reminded him that SunTrust could not make me pay for their insurance and claim I have a lapse in coverage SEVEN MONTHS after a 14-day lapse, that I was already charged a prorate of {$100.00} for? I asked why had this evaluation or insurance not been implemented in XXXX when the problem occurred? He said, " Ma'am the evaluation occurred in XX/XX/XXXX. '' I told him that my account shows XXXX on the Escrow explanation statement. I reminded him that I didn't sign an indemnification, or contract to agree to change my mortgage, my insurance company confirmed coverage. He stated to me five times the following, " SunTrust Mortgage is making you pay for SunTrust Homeowners Insurance ( this is not a 3rd party, it's their very own homeowners insurance division ... meaning they make the profit off the policies ), because I defaulted for 14 days in XXXX and an evaluation has been done in XXXX where we are escrowing the annual payment for SunTrust Insurance, totaling {$1600.00}, since it started in XXXX, I have an escrow shortage back to XXXX and an additional {$120.00} will be charged to ensure we can pay our insurance premium. There can not be an evaluation, because once this is added it can not be removed. '' I asked, " So you are telling me that since I lapsed in coverage in XX/XX/XXXX for 14-days and have already paid the prorated fee for SunTrust to cover my home for those days in the amount of {$100.00}, that I was reevaluated 7 months later according to the document on my account, and am being forced to pay for SunTrust Insurance policy even though I am showing a proof of coverage and my insurance agent from XXXX XXXX is also confirming it resulting in an increase of {$230.00} per month on my monthly mortgage payment? '' He said, " Yes ma'am. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2019-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A