Date Received: 2015-05-11
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Fraudulent action to freeze account
Company Response: Company chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2015-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: When I first started this process my rent was XXXX, which it was becoming invariable to us at that moment, I was on time on my payments at that time. I had never missed a payment ; one day I received a letter from Suntrust Mortgage inviting us to apply for a home loan modification. Since we really need the help and before we could n't afford our rent any longer we applied for a loan modification in 2009 due to loss of income. I was put on a trail payment for {$1100.00}, that amount we were able to pay it, we were supposed to be on the trail payment for 3 months. After 5 months still on the trail payment, I called Suntrust Mortgage since I did n't hear from them and I was worry. I was told by a representative that they were not able to locate my paperwork, they told me I needed to send everything all over again. I sent a new set of the paperwork the very same week, from then on I kept sending them paperwork and they kept losing it. Every time I called I would talk to a different person that would asked for the same paper work that I sent them the week before. The played that game for about 22 months, I kept calling every week and every time I was told they did n't have the documents ; every time I requested that I wanted to speak to a manager regarding the issue and every time representative REFUSED to transfer me to a supervisor/team lead. Finally they sent me a final modification paper that only have the " now on your rent will be, {$1900.00} ''. They wanted us to sign the paper work ; however the paperwork did n't have on what was the interest of the loan the amount of the loan or how many years. I called them and informed them that I need it to see the break down, they REFUSED. Since I was on that trial payment for such a long time, and after I called all this time they told me I did n't qualified for the modification, therefore all the interest and the principal I did n't pay for 22 months they added to my balance and the gave a 40 years loan and I had the same interest 5.8 %. I went from a {$260000.00} loan to a {$320.00} loan. Our credit was ruined in the process, we had a credit score of XXXX, now our credit its XXXX since we were force to file for bankruptcy. We can not even apply with another bank. Finally now the put me on a trial payment for 3 months, I just finished it and called them, immediately they sent me the final modification for me to sign with the breakdown. My loan went from XXXX to XXXX. The interest rate still the same XXXX and my payments are XXXX. For the last 4 years. They are not including the money I paid them the time I was on the trail payment for 22 months. We have gone thru XXXX, calling them every week to follow up and whenever they needed updated documents we got it to them right away. IF we had known that this process will take these months and then they would just deny the modification, we would have just refinanced our home. I believe that SunTrust does n't care about their borrowers and want to mislead them just to collect interest because they make more money by collecting interest only rather than helping and lowering homeowner 's payment. They lied to me and had me sending them documents for a modification over and over again because they said they kept losing them. Now, four years later, they tell me you have to pay all this money or you are going to lose your house. There have a deceptive business practices, fraud, misleading consumer, lying. It took weeks of calling all the numbers possible to get anyone to return my call. I called XXXX levels of SunTrust associates. The original contact never returned calls. Her boss did not return calls. I had to go to the local SunTrust branch to get them to call and ask the mortgage department to call me. The SunTrust branch associates were also unable to get return calls for days. . Frustrated is an understatement of where I am right now. If I
Company Response: Company chooses not to provide a public response
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2015-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I attempted to make a cash withdrawal in the amount of {$2500.00} from my SunTrust personal savings account. I provided 3 forms of identification:1 ) My non-expired Florida driver 's license, bearing my photograph and signature. 2 ) My pre-printed withdrawal slip provided to me by the bank bearing my signature. 3 ) My non-expired debit card issued to me by the bank, bearing my signature. The teller stated that the signatures did not match. I addressed my dissatisfaction with the CEO of the bank, XXXX XXXX in the form of a letter. He delegated responsibility for responding to XXXX XXXX of the Client Advocacy Team. XXXX XXXX sent me a letter which not only failed to address any of the objections which I raised in my original complaint but went so far as to attach a copy of my withdrawal slip and signature card on file which prove that the signatures, in fact, did match. I am left with zero confidence that any future attempts to withdraw funds from the account will be fulfilled no matter how many forms of identification I provide. SunTrust Bank made me feel like a criminal for attempting to withdraw my own money. I ask that you censure SunTrust for the inordinate barriers to withdrawing funds which it has instituted. I make my request based on experience because I also have a savings account with XXXX XXXX and have made similar withdrawals without incident simply by providing my driver 's license and debit card with PIN.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2015-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-08
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: In XXXX 2015, SunTrust Bank notified us that they had returned a deposit we made to our checking account. The check for the deposit was not returned to the payor, but was actually paid when initially presented to the bank on which it was drawn. SunTrust 's return notice resulted in a negative balance in our checking account along with the pursuant penalties and fees. SunTrust has tacitly admitted culpability by voluntarily crediting all return and overdraft penalties and fees associated with this transaction. SunTrust has not replied to our XXXX written requests to remove the negative balance from our checking account. SunTrust will not explain how this paid deposit became a " returned '' item. Please help us get a response from SunTrust.
Company Response: Company chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is my XXXX attempt to rectify my mortgage situation with SunTrust. ( Please refer to Case number : XXXX and Case number : XXXX ) I am beginning to think they deliberately want to foreclose on my house. My last complaint was addressed by someone from Suntrust who said that if I could provide proof that my payments were not returned because of an error on MY bank 's end, they would revisit the situation. I have provided proof AGAIN and still I have received nothing. In fact, I have discovered that my electronic payments were in fact returned by SunTrust because at the time we made them, we were in loss mitigation and apparently, they hold payments. This was not communicated to us -- rather we were told by several people that we had not made the payment or that it was something our bank had done. This is very shady -- who " holds '' payments? Now, I have taken us out of loss mitigation because it is going nowwhere and asked for the payments they have been holding be applied to our account and I receive a check for {$270.00} that ca n't be applied to my account. Never have I come across a situation where someone is trying to make their payments and their institution keeps denying or sending them back -- and when we call, noone seems to know what is going on. No wonder the lending industry is in a mess. I am attaching several documents -- these show that we made our mortgage payments in XXXX and XXXX of XXXX and that our bank ( XXXX XXXX ) sent us correspondence that the payments had been returned because of an invalid account number. ( Please note that the account number and address these payments were sent had not changed on our end -- same as we had been sending and the same as on our statements ). This is where we found out that our payments were mysteriously being held and not applied to our account, but none of the numerous people at SunTrust that we spoke to back then would inform us of this. Also attached is the letter we sent in XXXX XXXX requesting information under Section 6 of RESPA as to why our payments were returned and we included proof from our bank that the payments had been returned by SunTrust. We included a money order for the mortgage payment ( now 30 days behind due to the incredibly confusing and deceiving practices ). Again, in XXXX our paper check was returned -- when we called, this is when we were finally told that our payments were being held and unless they were for the full amount, would not be applied. But, after I filed a complaint through CFPB, I miraculously received an email that this had been in error and would I please call my home preservation officer to make payment immediately over the phone. Ha!!! How ironic -- when all this was going on with the previous returned payments and I wanted to make a payment over the phone, I was told this was not possible. The last document attached is correspondence I just received yesterday with a check for who knows what -- I removed our loan from loss mitigation and this check is for some small amount that can not be applied to our loan. I am sure this must sound very confusing and convoluted to you and that is because IT IS!!! We are educated people with XXXX and we are thoroughly bamboozled! We do n't know what we owe, what we 've paid, what is late or what has really been applied. It is a nightmare. SunTrust has racked up thousands in late fees since XXXX and ruined our credit that we have worked so hard to improve ... and all because they returned ( but, wo n't admit they did ) our mortgage payment in XXXX, XXXX. Up until then, we had NEVER missed a mortgage payment and have had our loan since XX/XX/XXXX.
Company Response: Company chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-05
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX, XXXX XXXX, 2015, I was reviewing my Suntrust checking account online and noticed a pending XXXX charge in the amount of {$560.00}. I immediately contacted the Suntrust Fraud Department to dispute the charge. On XXXX, XXXX XXXX, 2015, I went into a branch and completed paperwork to stop payment on the charge. The paperwork was processed and the {$36.00} stop-payment fee was drafted from my account. The {$560.00} charge was still in pending status therefore the funds had not been issued to XXXX. However, Suntrust allowed XXXX to draft the funds from my account. I submitted the required form to the Fraud department disputing the charge on XXXX XXXX, 2015, which I can fax to you if needed. Days later, I received the attached letter advising me the charges were valid. I asked Suntrust to provide me with the documentation they used to make their determination on XXXX separate occasions. They have not provided it. I do not have an account with XXXX nor have I had a contract with them. I want the {$560.00} returned to my account.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2015-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-05
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited XXXX into my suntrust checking account on Thursday XXXX. I never received any communication on when the funds would be available. Moreover, SUNTRUST violated Reg CC policy where I should have received atleast {$200.00} next business day and upto {$5000.00} by 2nd business day.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2015-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was behind in my mortgage with SunTrust Bank so I filed for a modification on my mortgage, Instead of lowering my payments they have raised it considerably. If I am a day late they make me start over and charge me to do so. my payments use to be in the {$600.00} range and now its in the {$800.00} 's. I feel that they are taking advantage of people that are having a hard time making payments. I am struggling with this payment.
Company Response: Company chooses not to provide a public response
State: NC
Zip: 28081
Submitted Via: Web
Date Sent: 2015-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-03
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: XXXX XXXX found out from a local SunTrust branch that his bank accounts with SunTrust Bank was frozen by the fraud department without his knowledge, without warning and without justifiable cause. XXXX XXXX noticed that there was something wrong when he attempted to use his debit card at a convenience store and tried to log in to view his accounts on XXXX XXXX, XXXX. XXXX XXXX first reported his personal information was hacked on XXXX XXXX, XXXX after finding out that he was unable to log in to view his accounts. When XXXX XXXX called customer service about this on XXXX XXXX, XXXX, he learned that someone logged into his accounts several times with and without success. He even had some online fraudulent activity on his account. Someone made fake mobile deposits to XXXX of his accounts. SunTrust Bank allowed all of this in his name with no proof of ID or security at all. XXXX identity was stolen and easily used with SunTrust Bank. On XXXX XXXX, XXXX, the online banking support associate named XXXX simply unlocked XXXX account by sending him a weblink containing a temporary username and password to reset his log on credentials. XXXX XXXX reportedly had to call SunTrust Bank three other times thereafter to have his online banking access restored. Each time he called, his online banking access was restored using a weblink containing a temporary username and password to reset his log on credentials. SunTrust Bank illegally block XXXX XXXX from accessing funds in his account that rightfully belongs to him. XXXX XXXX informed SunTrust Bank of the fraud on XXXX XXXX, XXXX and XXXX XXXX, XXXX when he noticed it but the bank refused to take action at that time. It is odd to want to cut off XXXX account access weeks later. XXXX XXXX was advised to cancel direct deposit from his employers from entering his SunTrust Bank account so that he will have some money to take care of everyday expenses. XXXX XXXX reported visited a SunTrust Bank branch in XXXX XXXX, Arkansas on XXXX XXXX, XXXX to do a cash withdrawal. The manager there was said to have took his driver license and the withdrawal slip and came back to him fifteen minutes later stating that its branch could not help him due to the notes on his accounts. He has dealt with almost all of the big national banks that have poor reputations and the SunTrust Bank branch in XXXX XXXX, Arkansas is the worst of the worst. Thanks to the unprofessional behavior and rudeness of the manager there. XXXX XXXX was advised to open an account with another financial institution so that he can receive his pay by direct deposit, as required by his employer, and cancel every account he has with SunTrust Bank and NEVER use SunTrust Bank for any kind of financial services and bank there again. SunTrust Bank will nail one with every opportunity it can find to hold on to HIS or HER money and run one 's account into the ground without justifiable cause. This is a bank that hides behind the boiler plate in contracts and will XXXX people to the wall with absolutely no forewarning or notice. As a United States based financial, SunTrust Bank was proven and revealed to be no good and is unsafe to use. It is no wonder why SunTrust Bank is sued in federal and civil courts more than any other financial institution located in XXXX Tennessee.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32817
Submitted Via: Web
Date Sent: 2015-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have been locked out of my checking account with Suntrust bank for 2 weeks. After speaking with customer service, I was told it was locked due to a questionable check. I went into a branch and they told me it was turned over the the fraud department and told me it was a check for XXXX from XXXX, which was my daughters payroll check. She had deposited XXXX prior to this with no issues. My daughter contacted the payroll department at her work and they assured her the check was fine. They emailed a few days later and told her the check cleared on the XXXX of XXXX which was the day after she deposited it. A Suntrust employee at the branch spoke very rudely to me and treated me as if I were in the wrong. She told me I had to just wait and see if Suntrust wanted to terminate the relationship they have with me. Meanwhile they would hold on to my money with no further explanation. When I asked why someone did n't call me or contact me when the check in question arose, she said she could n't speak to me about it any further and I would have to just wait to hear from them. I asked how long that would be, she said indefinitely. I asked by what means they would contact me and she stated it would be either by phone, email or regular XXXX. It has been 2 weeks and I have heard nothing and my account is still unobtainable.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2015-05-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No