Date Received: 2015-08-05
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Suntrust Bank charged me {$95.00} for a debit card that was cancelled and replaced and which they had previously agreed would not be charged for. After discussions with both local bank staff and their XXXX headquarters customer service, they still charged for a service that had been discontinued. This is typical of the fee driven banking practices of Suntrust and their poor oversight and controls. Consumers need to be aware and alert to extra charges slipped into accounts in hopes no one would catch them. The bank obviously has serious ethical and management issues and should not be trusted to treat customers with respect and integrity.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2015-08-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Suntrust - XXXX XXXX : timelineIssue with payment amount and balance due on XXXX XXXX from Suntrust Mortgage:XX/XX/XXXX - purchased property in XXXX XXXX, CA XXXX with XXXX XXXX and XXXX XXXX loans from Suntrust Mortgage. XXXX XXXX was in the amount of {$53000.00}. Payments were XXXX a month. When I requested modification for XXXX, I of course requested assistance for the XXXX as well. I received no help or correspondence regarding the XXXX until XXXX when the modification on the XXXX XXXX was finally final after 4 years in process. Payments on XXXX were in full from XXXX - total {$4800.00} in paymentsNo payments were made from XXXX - XXXX - balance XXXX dueThe balance due according to the XXXX ( XXXX and only set for XXXX XXXX XXXX loan modification documents is now : {$64000.00}. How can that be? What happened to all the payments I did make? I have been making the payments of {$230.00} since XXXX and they are current, but it is a hardship and the house value is underwater and the loan amount is not right or fair for the amount borrowed and missed during a XXXX year modification process on the XXXX
Company Response: Company chooses not to provide a public response
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2015-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-05
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Dear CFPB : This matter is INCREDIBLY time sensitive. SunTrust Mortgage is preventing my wife and I from attaining a home loan. They have misreported our credit in XXXX major ways, which is creating a hard-stop from us putting an offer on the home of our dreams. They have been largely unresponsive, have lost documents, refused to cooperate, been outride rude, indolent, slow-moving, and incredibly difficult to reason with. Overview of Situation : We obtained a loan from SunTrust Mortgage in XXXX of XXXX. SunTrust thinks we were foreclosed on, when in actuality we completed a successful short sale with them on XXXX XXXX, XXXX. They erroneously reported this transaction to the credit bureaus as a foreclosure and will not remove it. In addition, they reported to the credit bureaus that we have a 90 day late on a mortgage as of XXXX XXXX. This is absurd. We did n't even have a mortgage with them in XXXX. Everything was complete via a short sale in XXXX. We have been renters since XXXX. We have provided SunTrust with the information that clearly shows they were in error so that we could obtain a pre-approval letter from our lender and purchase a home to raise our son in. All that we asked for from SunTrust was : 1 ) a letter stating that they did not foreclose on us ; it was a short sale completed with settled deb and that we were never late in XXXX, as we had already sold the home and were renting 2 ) Contact the credit bureaus and re-report this information. The below documentation was provided to SunTrust 's loss mitigation department and Mortgage Escalation Group : The HUD-1The short sale settlement and acceptance letter sent to us by SunTrust Mortgage in XXXXThe Grant Died that shows when then transaction was completed and the final dispersement from title that shows the money paid in full to all parties. The Closing Statement from escrow that outlines the entire transaction. Our credit report that shows the 90 day late that SunTrust reported to the credit bureaus in XXXX of XXXX, when we did not even own a home. After countless hours invested in trying to reason with SunTrust 's loss mitigation department and providing them all of the documentation they need to prove that we executed a short sale with them in XXXX, we received a letter in the mail on XXXX XXXX stating that SunTrust had completed its investigation and they are correct ; we are wrong. The matter was even turn over to SunTrust 's " Escalation Group '' to no avail. XXXX in the escalation group conceded that they only had XXXX staff members and were behind. I begged him to look at our case because of the timing issue of putting an offer in on the house. My begging accomplished nothing. The lack of information and sensitivity to a very time sensitive home purchase, as a result of SunTrust 's egregious servicing practices, has directly and solely impeded our ability to buy a house. They are like talking to a wall. They have hung us out to dry and we have zero recourse. Sincerely and Regretfully, XXXX
Company Response: Company chooses not to provide a public response
State: CA
Zip: 92663
Submitted Via: Web
Date Sent: 2015-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have been a victim of fraud. On XXXX I notified SunTrust that I had some items on my account that I did not authorize and also noticed that I no longer had my card. I advised them that I last used my bankcard on XXXX at XXXX just to purchase a couple of items. I was told to submit an affidavit for the items that I was disputing and was told that I will have a decision within XXXX business days. I contacted them several times within the XXXX business days to get updates. They came back with the decision and stated that they saw no fraud was made against my account because my pin number was used. I told them I had just recently received that new card in the mail and no one had the PIN other than me. Some of the fraud was made using a XXXX ATM. I went to the branch location where the fraud was done and asked if I can review the video from the camera and I was told that they had no way of showing me. I asked if the video was even reviewed and they could never give an answer which makes me think that it might be a SunTrust employee that is associated with the fraud. I was told by the SunTrust employee that I would have to do my own investigation and submit more proof to them. The associated advised me to go to XXXX to request the tapes to be pulled, which I did, and was told that they do n't have the authority to show me and video surveillance and can only be requested from the bank institution or an investigator. I also asked if a signature card was pulled to prove that the signatures on the back of the check did not match my signature but once again my request went unheard. I am requesting a full refund of all of the fraudulent items including the fees and a FULL investigation from SunTrust in house because I feel that SunTrust has frauded me and is possibly frauding other SunTrust members. The items that I am disputing are 2 checking that was deposited into the ATM one for {$910.00} and {$930.00}. There also was an ATM withdrawal for {$500.00} and 5 Wal-Mart purchases totaling {$260.00}. Also I have been a LOYAL customer with SunTrust bank for over 10 years and my account has ALWAYS been in good standings. I used this account for all of my personal banking needs such as receiving my direct deposit from my employer and paying bills. I have also incurred late fees because I am unable to pay my bills due to the fraud on my account.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2015-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been preyed upon by Suntrust and I only have 28 days left in the 60 day grace period and I need help. I was only one month behind on my mortgage and received the package from SunTrust stating that there maybe help available me to help me pay my mortgage. I filled out the paperwork and returned it to Suntrust. I then began a yearlong journey with suntrust jumping through hoops to apply, all the while paying two regular mortgage payments to Suntrust every two months. In XXXX of 2015 I was finally approved to apply for loan modification and I was advised by XXXX XXXX, my single point of contact at Suntrust Mortgage, not to make my regular mortgage payments or any payments at all until they advised me otherwise. I received paperwork and was advised by XXXX XXXX, to make four trial payments due in XXXX, XXXX, XXXX and XXXX and that the modification would become final. I made the payments and then In XXXX, I called XXXX at Suntrust to ask what to do next. he said to continue making trial payments and he said that they would send me more paperwork to finalize the loan modification. I received the paperwork & sent it back. I sent in my FINAL signed, notarized, witnessed loan modification paperwork back to Suntrust on XXXX/XXXX/15 via overnight mail. I spoke with XXXX at Suntrust the next day after I mailed the signed final documents and he verified that they received the signed documents. Eight days later, my mortgage was sold to XXXX Mortgage Servicing Corporation. XXXX will not accept my XXXX payment, the " extra '' trial payment that I paid to Suntrust in XXXX was " missing '' and was just found & sent to XXXX two days ago. I contacted XXXX on XXXX XXXX and they said that they had not yet received anything from Suntrust regarding the loan modification so they asked me to send them copies of all of the modification paperwork to them to speed up the process. I have emailed it to them three times, with an auto response, and they still have done nothing. As of yesterday, XXXX still has not received the final mod docs from Suntrust so they say now they ca n't move forward with the loan mod till they are received. I called the Making Homes Affordable helpline and they basically keep you on the phone and make you jump through hoops for hours just to make conference calls to XXXX and be given the runaround too. I asked for help to reduce my mortgage payment and they have turned that into helping me get further behind than I would have ever gotten without their " help ''! Now here we are 31 days later and my loan has been sold and my modification is not complete. Why has n't Suntrust signed & executed the documents? I have tons of paperwork and emails and even recorded conversations with Suntrust and XXXX showing my efforts and their lack thereof to get my loan modification completed so that I can make my payments! Suntrust is intentionally withholding my final loan modification documents from XXXX. Suntrust had already gone so far as to change my interest rate to the modified rate prior to the transfer to XXXX, however XXXX is reflecting the original interest rate, but the final executed loan mod docs that allowed for the changed rate are now unable to be located?!?! By law, XXXX is supposed to honor the agreement made by Suntrust but Suntrust is not forwarding the information!!!!
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-31
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: SUNTRUST BANK WRONGFULLY OPENED A MINOR CHILDS ACCOUNT AS A JOINT ADULT ACCOUNT, LINKED TO THE PARENT. PARENT WAS ASSURED THAT WHEN THEY OPENED THE ACCOUNT IT WAS A MINOR ACCOUNT AND THAT THE PARENT ONLY HAD TO COSIGN AND THAT THE MINOR WOULD HAVE NO ACCESS TO PARENT ACCOUNT. A FRAUDULENT CHECK WAS DEPOSITED INTO THE CHILDS ACCOUNT VIA THE INTERNET BY TAKING A PIC OF IT. THE CHECK WAS {$7000.00}. THE CHILD SAID HE DID NOT KNOW THE CHECK WAS FAKE BECAUSE IT CLEARED THE NEXT DAY. THE CHILDS ACCOUNT HAD NO MONEY TO COVER THE CHECK, AND THE BANK WENT AHEAD AND RELEASED FUNDS THE VERY NEXT DAY. THE CHILD WAS ABLE TO WITHDRAW {$3000.00} WITH OUT PARENT PERMISSION, AND ALSO WAS ALLOWED TO USE HIS OWN DEBIT/CREDIT BANK CARD LINKED TO HIS ACCOUNT AND TAKE OUT LARGE AMOUNTS OF MONEY. AS SOON AS PARENT HEARD ABOUT THIS THEY WENT TO BANK AND HAD ALL ACCOUNTS CLOSED. THE BANK THEN TELLS PARENT THAT THE ACCOUNT WAS OPENED WRONG AND THAT THE CHILD WAS NOT LISTED AS A MINOR, BUT AND ADULT ON A JOINT ACCOUNT WITH PARENT EVEN THOUGH THEY HAD HIS DATE OF BIRTH ON RECORD. THE BANK THE SAYS THAT HE SHOULD OF NEVER BEEN GIVEN A DEBIT/CREDIT CARD BECAUSE HE WAS A MINOR. THEN THE BANK SAYS THAT THE REASON WHY THE RELEASED THE FUNDS THE NEXT DAY IS BECAUSE THE PARENT HAD THE FUNDS TO COVER THE CHECK IN HER SAVINGS ACCOUNT. IF THE ACCOUNT WOULD OF BEEN SET UP CORRECTEDLY, THE MINOR WOULD OF NEVER HAD ACCESS THE THE FUNDS BEFORE THE CHECK ACTUALLY CLEARED. THE BANK THEN TELL THE PARENT THAT IF THE PARENT WOULD OF NOT HAD THE FUNDS IN HER SAVINGS ACCOUNT TO COVER THE CHECK THE FUNDS WOULD NOT OF BEEN RELEASED. SO THE PARENT WAS NOT PROTECTED BECAUSE SHE HAD ENOUGH MONEY IN HER SAVINGS ACCOUNT. NOW THE BANK HAS FROZEN ALL OF THE PARENTS ACCOUNT, AND THE PARENT HAD NO IDEA WHAT THE MINOR WAS DOING. PLEASE LET ME KNOW WHAT I CAN DO TO MAKE THE BANK LIABLE FOR THEIR WRONG DOING. THE LADY THAT ACTUALLY SET UP THE ACCOUNT OF COURSE IS NO LONGER AT THE BRANCH. MY PHONE NUMBER IS XXXX AND EMAIL ADDRESS IS XXXXXXXXXXXX. THANK YOU, XXXX XXXX
Company Response: Company chooses not to provide a public response
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-31
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Attempted to search for airline tickets thru XXXX XXXX on XXXX & XXXX. Did not complete transaction as XXXX raised prices significantly while processing. Backed out/cancelled search and XXXX placed XXXX separate " pending '' holds for a total of {$3200.00} ; {$2200.00} on XXXX and the balance on XXXX. Called my bank Suntrust to let them know I DID NOT purchase tickets. Called XXXX and basically got nowhere and was told XXXX business days was typical for them to hold monies from my account. On XXXX Suntrust did a Credit Memo for {$2200.00} and indicated that " once XXXX released the hold, the credit memo would be " paid back '', basically balance back to what it should be ''. The customer service rep never indicated that there was a specific time hold, i.e. XXXX hours and that the Credit Memo would only be for that specific time period. Today I see the Credit Memo dropped off and my account is in the negative as well as my savings account because I have overdraft protection. I called Suntrust, again, and was told that the Credit Memo was time specific and as of today, XXXX there appears to be a XXXX hour hold from XXXX XXXX. I stated that today would be day XXXX and yet there is another XXXX hour hold? That leads me to believe that XXXX will not release the hold until Monday XXXX at the earliest ... How is it that Financial Institutions can manipulate funds in this manner? If I indicate that NO PURCHASE was made and a XXXX party vendor is simply tying up my funds XXXX business days for their use, that my banking institution does not have the authority to release or drop a hold. How is this any different than a fraudulent transaction? Again, I DID NOT purchase tickets ; merely searching. As a side note, on Tuesday the XXXX my First call was to XXXX XXXX who said I needed to call XXXX and then my bank. I then called XXXX and was told to call XXXX XXXX. Neither had any confirmation information indicating to me that there definitely was no pending transaction. I did call Suntrust and on a Conference call with XXXX was told that a Fax would be sent ASAP from XXXX with all pertinent information that Sunturst needed to release the monies ; that Fax never was sent. I called XXXX, again, got a Supervisor who pretty much told me, " Oh Well, XXXX business days ''.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-30
Issue: Other transaction issues
Subissue:
Consumer Complaint: Nothing has happen its been XXXX months and the bank is dragging no forthcoming of info just sit and wait.
Company Response: Company chooses not to provide a public response
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-29
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We negotiated and signed a contract for our home in XXXX, VA, on XX/XX/XXXX based in large part on the buyers ' Pre Qualification Notification letter from Sun Trust Mortgage dated XXXX XXXX. The agreed upon price and terms were well under the approved parameters in the letter which also stated " I have evaluated your credit, and reviewed the requirements of the loan program discussed. '' Then some 5 weeks into the transaction, Sun Trust told the buyers that the pre-approved loan program did not exist and issued a loan rejection letter on XXXX XXXX -- only 4 days prior to the scheduled closing on XXXX XXXX. I had the movers scheduled for that day and the buyers had terminated their lease in order to take occupancy at the end of the week. In the midst of this bank induced turmoil and trauma, the Sun Trust loan consultant and bank executives then became essentially non-communicative and non-responsive. My realtor essentially preserved the sale by negotiating a new agreement wherein she and the buyers ' broker and agent provided the bulk of their commissions to enable a transaction satisfactory to the bank. I have waited a couple months to calm down but it seems implausible to me that Sun Trust can issue a written approval intended in large part to convince sellers of the buyers ' qualification, at the last moment cancel the whole deal based on their error, and walk away scott free.
Company Response: Company chooses not to provide a public response
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2015-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-29
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: A representative for Suntrust Bank came to my house and left a blank card with a hand written note on it asking me to call Suntrust. This person did not identify themselves in any way or form. My payment is XXXX days late and the previous week I called and asked for a deferment. I have not yet received the paperwork to fill out yet for the deferment. I have dealt with XXXX other auto loan companies and I have never had this experience from any of the other companies. I find it extremely unsettling and abusing their position as the loan provider. When I asked for them to provide information about who had came to my house the request was refused and they advised to not take it personal. Given that they sent someone to my home in what seems like strong arm tactics, I find it very personal. Then they stated that I do not own my vehicle that the bank does. I have found my experience rude and that they are over stepping. I feel that it implies that they can have access to where I live and my property anytime they deem it is necessary. They do have an interest in the car but my name is on the title. What does it matter to them what sort of condition the vehicle is in if I am making the payments or keeping in contact with them to make arrangements.
Company Response: Company chooses not to provide a public response
State: OK
Zip: 744XX
Submitted Via: Web
Date Sent: 2015-07-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No