Date Received: 2015-07-10
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Sought medical service from XXXX XXXX, whose doctor prescribed medical prescription.The product was defective, XXXX XXXX was advised not to submit any further debits to my account and Suntrust was advised to block any such payments from XXXX XXXX. However, Suntrust allowed XXXX ( XXXX ) payments of {$160.00} to go thru contrary to my instructions to them. XXXX, XXXX and XXXX, 2014
Company Response: Company chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-09
Issue: Settlement process and costs
Subissue:
Consumer Complaint: The suntrust HAMP settlement form arrived does n't list the correct amounts due me & my now deceased co-borrower and does n't list a " loan review '' which is necessary as I only missed XXXX payments over the entire life of the loan but have had the loan stretched additional XXXX years and XXXX added to balance due. In the catagories XXXX and XXXX according to settlement letter, are incorrect. Stating I had only XXXX trial periods during my loan modification process, I had XXXX sets of loan documents and XXXX different trials periods over the course of XXXX years, which I made all payments on time. I have all documentation of loan docs, letters, contacts, etc.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2015-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX, XX/XX/2015RE : XXXX XXXX XXXX Loan # XXXX Property Address : XXXX XXXX XXXX XXXX, XXXX XXXXConsumer Financial Protection BureauSir/ Madam : Good morning from XXXX XXXX XXXX Connecticut and thank you for reading this. In the effort to pay off our total mortgage balance of {$6500.00} XX/XX/XXXX, we made an additional payment of {$2000.00} to the $ XXXX amount for Escrow we were told was short, with a note requesting that the extra {$2000.00} be applied to the Principal. Days later, I contacted Suntrust over the telephone and inquired what the balance was so we can proceed with paying off the total mortgage expecting the amount to be {$4500.00} because of the {$2000.00} additional that should have been applied to the principal. I should point out by the way that we are enrolled in their automatic monthly payment. In any event, during that telephone conversation, I was informed that the amount was still {$6500.00} and when I asked how that could be, when we had made an additional {$2000.00} extra to the principal, she said " let me put you on hold and I 'll check '' and shortly thereafter said yes it should have and then apologized and assured me that it would be corrected immediately. Believing what I was told I waited several more days before contacting Suntrust again and to my astonishment was informed that the amount was still the same ( {$6500.00} ) and when I asked how that could be since I just spoke with someone days before and was assured it would be corrected, she apologized and said it would be done and to call back after XXXX days. I did XXXX more times after that. Over all and in a span of a month and a half at which point I have made XXXX ( maybe even XXXX ) telephone conversation with a CS representative, I would essentially be told the same story. That they are sorry and it would be corrected immediately. In fact sometime early this month I was contacted by someone at Suntrust who told me to request for an " escalation '' to resolve the problem. Imagine that. Considering Suntrust is a XXXX dollar corporation this unusual " mistake '' can not be coincidental, which prompted me to write to their CEO accusing his company of engaging in fraudulent practice because maximizing the interest payment is about the only sensible conclusion that would explain what we had encountered. Sincerely, XXXX XXXX ( I am the husband )
Company Response: Company chooses not to provide a public response
State: CT
Zip: 06512
Submitted Via: Web
Date Sent: 2015-07-09
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I received a letter in the mail from a collections company in regards to an unpaid balance of {$80.00} from Suntrust. Once I called XXXX XXXX XXXX in MA, they informed me that I overdrew my Suntrust account which was opened in 2012. They do not have any details on if money was ever entered into the account or withdrawn? I was astonished because I have never been a member of Suntrust. My next step was to call Suntrust, who I explained my situation to. They transferred me from department to department several times before I ended up initially where I placed my call. The representative then said she was going to get her manager for assistance and hung up. I have tried calling XXXX more times and the same exact thing happened! Finally an agent placed a claim and told me I would hear something back in 24 hours, which never happened. I asked them to delete the bank account and contact the collection company, which has not taken place.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 33445
Submitted Via: Web
Date Sent: 2015-07-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On Monday, XXXX XXXX,2015 I received a notice from my mortgage company that monthly payment would increase by XXXX dollars. I contacted SunTrust mortgage company and was informed that the increase was due to my property taxes going up by over XXXX dollars. After learning this, I went in person to XXXX XXXX tax assessors office and the XXXX county tax office. At both locations I was informed that they had not provided SunTrust mortgage company with any tax information. And they did not have any idea where SunTrust mortgage was getting their information. My wife and I are senior citizens. A XXXX dollar monthly increase in are mortgage payment would have a very serious impact on our lives because we live on a fixed income.
Company Response: Company chooses not to provide a public response
State: WI
Zip: 53051
Submitted Via: Web
Date Sent: 2015-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Due to an unfortunate change in my financial circumstances, I was forced to pursue a short sale of my home. This process began in XX/XX/XXXX. After several months, I was able to obtain approval for the sale from my XXXX lender ( XXXX and XXXX ) in XX/XX/XXXX. I was also finally able to obtain an approval letter from my XXXX lender, Suntrust, on XX/XX/XXXX ( attached ). Right before my closing, my buyer backed out of the sale because of a serious illness in his family. The home was re-listed on XX/XX/XXXX and a new contract was reached with another buyer on XX/XX/XXXX. Almost immediately, I was able to substitute the new buyer and HUD-1 for the old XXXX with the XXXX lender, who was using XXXX to handle the approval. XXXX sent me a new approval letter on XX/XX/XXXX ( attached ) approving the sale, and REQUIRING A CLOSING NO LATER THAN XX/XX/XXXX. Unfortunately, my XXXX lender, Suntrust, determined that the change in buyers amounted to an " all new '' short sale application. I had to provide them with a completely new application form, financial records, tax returns, and more, despite the fact that they had approved the identical transaction on XX/XX/XXXX. Since that time, Suntrust has continually " lost '' documents that have been sent to them, or advised me on XXXX day that XXXX of the pages of the XXXX Uniform Borrower 's Assistance Form had become " hard to read '' or was n't dark enough, and that I needed to resend it, only to tell me the next day that a different line of the same page needed to be darkened. I have sent the XXXX UBA Form to Suntrust, without exaggeration, XXXX times in the past week, and I have talked to them every single day since XXXX XXXX. I have sent them the XXXX approval letter requiring a closing by XX/XX/XXXX on at least XXXX occasions. Each time that I have sent documents to them, I have been told that it will take " XXXX hours '' for them to scan the documents into their system, THEN determine if the documents are " sufficient '' and only THEN will they begin a " XXXX day review '' period. I have been dealing with XXXX XXXX ( XXXXXXXXXXXX, XXXX ) who is very nice but who appears helpless to assist me, despite his appeals to unnamed supervisors. I do not know if what Suntrust is doing is intentional or simply grossly incompetent, but I and XXXX agree that it is unacceptable treatment of a distressed homeowner, particularly when Suntrust itself previously approved this identical short sale on XX/XX/XXXX. If Suntrust 's continued delays push my closing past the XX/XX/XXXX deadline set by XXXX, I have been told by XXXX that it will have to resubmit everything to XXXX, which could delay or even destroy my short sale. This entire process has been incredibly stressful and financially damaging to me, and Suntrust 's actions/inactions have made the situation markedly worse rather than better.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2015-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Complaint InformationIn XXXX of 2015 I was shopping for a 100 % VA refinance mortgage. XXXX XXXX of Sun Trust said that was possible. I gave him my credit card and it was charged {$460.00}. They sent a notary public to my home where I provided the required documents regarding my income. Several days later I received a " Truth in Lending Statement '' from Sun Trust. This document showed a loan amount of {$140000.00}. XXXX XXXX said I would receive {$20000.00} cash back at settlement based on an appraisal of {$140000.00}. Several weeks later I received a call from XXXX XXXX stating the appraisal came in at {$130000.00}. I asked my options and he said I could contest the evaluation by sending in additional comparable properties I felt the appraiser had missed. I sent new documents with other comparable properties with higher sales prices. While waiting for a decision on the new evaluation of the property I received a packet from Sun Trust XXXX lowering the loan to {$130000.00}. For over a week I made calls to XXXX XXXX, his superior XXXX XXXX, and XXXX XXXX. I was only able to leave voice mail messages. At the end of the week I did hear from XXXX XXXX that XXXX XXXX was in training. On Monday he did call back and said the data I sent was forwarded on and I would receive an answer. I made several calls to XXXX XXXX and always went to voicemail ; I left several messages expressing my concern about the " Truth in Lending '' packets I was receiving. I called XXXX XXXX and she returned my call explaining the packets are generated when changes occur and that they would let me know about the re-evaluation of the appraisal. I then received another " Truth in Lending '' packet ; this one lowered the loan amount to {$120000.00} which is 90 % of the appraised value along with the funding fee added in. A week after receiving the last packet I received a phone call from XXXX XXXX where I was told they would loan 90 % of appraised value, and after review of the higher valued comparable properties I sent them the evaluation of {$130000.00} stood. I told him that all along he told me they would loan me 100 % loan to appraised value ; he placed me on hold only to lose the call after being on hold for XXXX minutes. My return calls went to voice mail. Late in the afternoon XXXX XXXX called again and told me that the best they could do was 90 % loan to appraised value. At first I was told this was based on my FICO score being XXXX not XXXX. I complained that Sun Trust knew my FICO score, after a while he admitted he was in error about the FICO Score. He then said that the underwriters would not loan more than 90 %. I asked why he did not know this when I first applied for the 100 % loan ; he told me that he is not privy to everything the underwriters are. He placed me on hold so he could talk to his supervisor. He returned to the line saying he was wrong and they could offer me my {$460.00} back and I could talk to his supervisor with my concerns. I asked to speak to his supervisor ; I was placed again on hold waiting to talk to his supervisor. He returned to say the supervisor was engaged and would call me back shortly. I have yet to receive a call back. Our decision to apply for a mortgage with Sun Trust was based on their offering a 100 % loan of appraised value. Had I known that they were going to switch to a 90 % loan to appraised value, or they indeed did not offer a VA 100 % refinancing loan to appraised value I would have gone somewhere else. I feel that this has been a deceptive business practice and I was deceived into believing that I was getting a 100 % loan to appraised value only to find out after two month that was not the case. I am currently pursuing an ROV, Reconsideration Of Value, with the Veterans Administration because some of the properties the appraiser considered were not the same model townhouse as mine and those that were are of lesser value
Company Response: Company chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-05
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I have my system set up at Suntrust bank to send me text messages when my accounts get below a certain amount. This way, I can transfer money before XXXX and cover any shortage. This past month has been a joke. I never received a message that my account was overdrawn until the next morning, along with their customary {$38.00} overdraft fee.One was even for {$3.00} overdrawn. There were ACH payments as best I understand and do not show up as " Pending '' and are processed during the night, allowing a person NO time to react. The payments were rejected my account was charged overdrafts which really were not as they were not paid just rejected. Then 7 days later the same exact thing. It is outrageous that they can charge you {$38.00} for not paying something. It also does no good to set up a text message if you run an electronic transaction generated by a XXXX party during the night time hours, reject it electronically and not give you the opportunity to cover the shortage. The system they have set up is stacked against those that do not have large sums of money available to keep in various accounts. Electronic ACH transactions carry NO real cost to operate other than electricity, as the Computer systems are already a part of the business operations. So we are charged {$38.00} for an overdraft that never really occurs as the payment is rejected..
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32926
Submitted Via: Web
Date Sent: 2015-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-05
Issue: Billing disputes
Subissue:
Consumer Complaint: XXXX I recieved a phone call from an XXXX speaking person claiming to be from XXXX telling me that they have been alerted that my computer was corrupted. They told me that the XXXX anti-virus software that came with my computer was not strong enough to correct the problem and they got me to purchase another software for {$250.00} which I put on my SunTrust credit card. They gave me an XXXX number to call if I had a problem. When I called that number it did not go to XXXX, it went to another company. I then called XXXX directly and told them what happened. They told me I had been scammed and that these people had no connection to XXXX and to take the software they installed off my computer before it got further corrupted. They said they would never call anyone saying their computer had been corruptedWhen I found out I had been scammed I called Suntrust and told them what happened and they took the charge off my card. 6 months later in XXXX they put the charge back on my card saying it was a good charge since I authorized it even though I had been scammed. I refused to pay the charge and they took it to a credit agency. My credit was reduced from XXXX to XXXX. I now have a hard time getting a credit card. I have contacted SunTrust with all kinds of documentation proving the scam but they refused to change their mind. The internet is full of very same story where this company has been calling XXXX 's of other people just like me claiming to be from XXXX and that their computer is corrupted. SunTrust does not stand by the people who bank with them. I would never do business with them again.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 34232
Submitted Via: Web
Date Sent: 2015-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Hello, I am in the process of a dead in lieu for a property with XXXX mortgage lenders listed on it. I was told by the XXXX Lender XXXX XXXX XXXX they will take care of notifying the XXXX mortgage ( Suntrust ) on the dead in lieu. XXXX sent me a letter requesting for authorization from Suntrust. I called Suntrust and was told they have never heard of this arrangement and was put on hold many times because they did not exactly what a dead in lieu is and the procedure for it. I kept being asked to make a payment, which I can not do since I do n't have the funds to do so. Suntrust is very uneducated in their products and procedures when a customer calls them.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2015-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes