Date Received: 2015-04-30
Issue: Billing disputes
Subissue:
Consumer Complaint: Several weeks ago I received confirmation that a dispute that I had with SunTrust Bank had been resolved in my favor and a credit would be issued to me at my SunTrust Bank Account. Today I opened up a piece of mail from SunTrust Fraud Managment Services suggesting that the dispute has not yet been resolved in my favor and requesting that I fill out a form pursuant to this earlier dispute which I was told had been resolved in my favor. Now I need clarification : " Has the dispute already been resolved in my favor and is this form merely the result of one part of the bank not knowing what the other part is doing? '' OR " Is the bank rescinding it 's resolution of the dispute in my favor or making it contingent upon the completion of additional forms? '' Can I ignore these new forms? Or must I continue to dispute the charges? The forms are confusing in that they list a credit and charge for equal amounts relating to XXXX of the XXXX charges I disputed earlier before clsoing my account.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2015-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Dear, My loan 30 Yr Fixed with PMI used to be serviced by XXXX Mortgage and in XXXX 2014 started being serviced by SunTrust Mortgage. I had requested to pay down my principal balance to remove the PMI. I ordered and paid for the full appraisal which is great. According to my loan documents and to an email ( in writing ) from SunTrust, the principal payment should bring the LTV to 80 % in order to remove the PMI. and here 's what happened:XXXX- First Issue : SunTrust violated the agreements : after completing the appraisal, they informed me that mt LTV should be 75 %, therefore I had to pay more to remove the PMI ( sent them many emails and made multiple calls, but received the poorest service and never replied to my emails promptly or even acknowledged my question, have all records ). However, I was confident that my property value would be high enough so this should not pose a big financial difficulty on my family. XXXX Second Issue : The appraisal was wrong. After being informed of my property value, I received a copy showing the size of my condo XXXX Sq Ft instead of XXXX Sq Ft. They used the size calculation method, which impacted the value of my property. Contacted them again and was sent from XXXX customer representative to another and was told I was wrong. I contacted my association to double check the size of my property and they confirmed it 's XXXX ( also in line with first appraisal I had years ago ) XXXX Having reached a dead end, I decide to proceed with submitting a payment of {$28000.00} to an address they provided me through email ( their secured mailbox and have the records ). The address was WRONG. I had mailed my payment through Priority Mail and included Delivery confirmation and ETA was 2-3 days. 2 weeks and nothing happened and mail showed as not delivered, and I realized address was wrong. So I contacted SunTrust and asked how we can resolve, the customer service suggested to process a payment through the phone so I accepted and followed her directions. She assured me that she will add a note to my account indicating that. XXXX Supposedly, shortly ( less than 24 hours ) after that SunTrust received my other check and deposited. It happened in the order I provided, first processed my online payment then processed the check. This resulted in overdraft fees at my bank in the amount of {$72.00} SunTrust started also charged me a NSF. I called them, reminded of what happened and they waived it. Now they are adding it back on my XXXX statement. Please help, I 'm willing to provide all the documentation needed.
Company Response: Company chooses not to provide a public response
State: MN
Zip: 55426
Submitted Via: Web
Date Sent: 2015-04-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On or about XX/XX/XXXX I went to the local Sun Trust bank to open a CD. I was referred to the investment Rep, XXXX XXXX, to consider their " Sun Trust Index-linked Certificates of Deposit ( SILC ). I was given some paper work which I read and was told that the SILC was only available until the end of the month. I was not told and no where in the paperwork did I find any info indicating that they would charge a surcharge for opening the account. I opened an account for a {$50000.00} six year CD with a guaranteed return of 5.5 % at the end of the term but that it could be higher based on the XXXX XXXX XXXX. In early XXXX I received a statement indicating that my account with a settlement date of XX/XX/XXXX had a value of only {$48000.00} and a cost basis of {$50000.00} as of XX/XX/XXXX with an unrealized loss of {$1500.00}. I questioned XXXX XXXX as to what happened to the money. He said it was due to fluctuation in the market which I told him was impossible to have a drop in the XXXX of exactly 3 % on the day of the transaction. He later changed the story which he has changed a few other times and now says it is in the document that there would be a charge but he still will not tell me where in the document this info exist. In XX/XX/XXXX I received a XXXX for the {$410.00} interest but no mention of a fee. I obviously had to pay tax on the {$410.00}. It appears that they treat the income similar to other stocks or bonds but not the cost basis. I feel someone needs to review where those funds go. I have never heard that a bank charges for opening a CD.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 20659
Submitted Via: Web
Date Sent: 2015-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In processing and deniying an loan modification, the servicer, in a complete lack of transparency, committed muliple mortgage servicing violations as delineated in the attached PDF. They further stated an appeal was not submitted and it clearly was by and through my office on behalf of our client.
Company Response: Company chooses not to provide a public response
State: SC
Zip: 29464
Submitted Via: Web
Date Sent: 2015-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I obtained a loan through SunTrust Loan Servicer in XX/XX/XXXX and the account was on Auto draft ever since for full monthly payment ever month. Never late. In XX/XX/XXXX as a result of my divorce I asked for a loan modification that was approved in XX/XX/XXXX. SunTrust on its own reversed the XXXX payment that was auto drafted a week earlier. I called and argued against reversal with SunTrust 's XXXX XXXX and XXXX XXXX. However, they persistently claimed that for the loan modification to be approved, it needs to show that XXXX payment is not n the record and that it will not effect my credit reports. The trial version of loan Mod was successfully completed by XX/XX/XXXX and SunTrust sent a full and permanent loan modification agreement with XXXX mistakes. On XX/XX/XXXX, in the presence of its banking branch VP, I immediately called XXXX XXXX and XXXX BOTH. and persistently told not to make any changes on the agreement - since any hand writing besides signature and notary would void the document. The rep, told me that a corrected set will be sent within 7-10 business days. However even when I contacted XXXX XXXX on XX/XX/XXXX, she stated that " the agreement has not gone out yet, but it should ... ''. I questioned her about " 7-10 bus. days '' rule, she stated, " the 10 days is not over yet '', I counted the business days for her and she still stated, '' we still have time ... '' The telephone call was recorded. In the meantime, I pulled my credit from all XXXX agencies. All reports showed a 30 and a 60 days late with no other notations ( recorded calls again ). This is a serious contradiction to what XXXX, XXXX and XXXX XXXX stated. I disputed it with credit agencies and called XXXX XXXX XXXX. XXXX XXXX now changed her statement, now claiming that we do report late payments and this account was late. Each time I dispute the late payment with the credit agencies, SunTrust reports worst than before ( even though the loan is not being serviced with it since XX/XX/XXXX. In fact, it is even reporting the account 90+ days late for XX/XX/XXXX now ( when the payment was made on XX/XX/XXXX in the branch while I was speaking with its branch VP ). I MADE ALL MY PAYMENTS TO SUNTRUST SINCE INCEPTION OF THE LOAN ON TIME AND AS IT REQUESTED. ITS REPORTING LATE PAYMENTS IS NOT ONLY INACCURATE, INCONSISTENT WITH ITS OWN REPRESENTATIVES STATEMENTS, BUT ALSO CHANGE FOR THE WORST EACH TIME.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2015-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-22
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Unable to refinance my high interest mortgage with SunTrust bank for years because SunTrust mortgage made a clerical error on XXXX data and have not made substantial effort to correct the error. Meanwhile I kept paying Sun Trust Bank the high interest mortgage rate.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 20708
Submitted Via: Web
Date Sent: 2015-04-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Suntrust Bank advertised a bank account opening promotion XX/XX/XXXX. I opened an account under that promotion and after I thought I have completed all the requirements, I sent a secured message on XX/XX/XXXX to customer service asking for a review of the Promotion Bonus and seek confirmation whether I hit all the requirements to receive the {$200.00} signup bonus. On the same day, a rep replied to my email and stated that I am eligible for the Promotion Bonus and should expect to see {$200.00} within 8 weeks. On XX/XX/XXXX, I checked my account and sent another email to customer service for a status on the promotion bonus. A new rep responded, apologized for the response provided by the previous team mate, and her review concluded that did not qualify for the promotion bonus. XXXX additional emails and XXXX phone call later to appeal and request further review as I was relying on wrong info provided by the rep on XX/XX/XXXX, a new bank representative called me on XX/XX/XXXX to convince me there were no errors on the bank 's part based on her review and interpretation of the secured messages. She stated that because the XX/XX/XXXX rep did not directly answer my question whether I qualified for the bonus, her conclusion was Suntrust did not make an error in representing that I qualified for the bonus on XX/XX/XXXX. Furthermore, based on her interpretation of the secured message, the XX/XX/XXXX rep was merely provide a general comment ( not a response to my inquiry ) that if I meet all the listed requirements, I will receive the bonus. Now that the time window to complete the requirements are over, I am no longer eligible for any bonus no matter what. I feel wronged by Suntrust and its customer service representative. I asked a specific question on XX/XX/XXXX to confirm qualification and seek guidance from Suntrust to ensure I met all the requirements and complex terms and conditions of the {$200.00} account opening promotion. I trust Suntrust to review my account and provide a yes/no response and provide assistance to help me meet the qualifications if it was a no response. Instead, Suntrust interpreted the XX/XX/XXXX rep 's guidance to me differently to purposely deny the promotion bonus. There was no recognition that the XX/XX/XXXX failed to provide a proper answer to my question and possibly mislead that I qualified for the promotion. Suntrust has no intention to pay the promotion bonus that was advertised and took measures to prevent customers from meeting the qualifications to engage in deceptive business practices.
Company Response: Company chooses not to provide a public response
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2015-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-21
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Information withheld from me. Unauthorized access to my account. They wo n't tell me who and why it was done. My account I need to know
Company Response: Company chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2015-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Suntrust Mortgage continues to charge me $ 20/month for a property inspection when the account is less than 45 days late. It has been disputed to no avail. This is on top of the late fees. I am also receiving mail from XXXX XXXX XXXX XXXX ( XXXX ) claiming that they have been hired by Suntrust to " Advise '' me of this debt. I have contacted Suntrust, by phone, and Suntrust claims that they have not hired XXXX. I have sent a drop-dead letter by certified mail to XXXX. They have continued to send me mail and XXXX actually showed up at my house on Saturday, XXXX/XXXX/15 requesting my driver 's license to verify information.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32824
Submitted Via: Web
Date Sent: 2015-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-18
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I have had a checking account with Suntrust Bank for approximately ten months. Over a month ago, I lost my debit card associated with this checking account and reported it lost. The customer service agent told me they would cancel that debit card and send me a new XXXX in about a week. A week later ( approximately ), I received XXXX new debit cards with XXXX different numbers, separately, by mail. I tried to activate both of them. XXXX would not activate, with a message saying the card was invalid. The other did activate, so I continued using that XXXX when I made debit card purchases. Over the next month, I noticed that online transactions that I had authorized using the old debit card I had reported lost, continued to be put through my account. Some examples included online memberships, like XXXX, as well as some trial magazine subscriptions. I wondered how they were being processed, because I never updated these companies with my new debit card number. XXXX transaction for {$90.00} for a year subscription to XXXX XXXX was put through my checking account using the old debit card number from the one I had reported lost. I called the customer service of the bank to dispute this debit card transaction. The agent put me on hold to investigate, then came back on the line to tell me that there were XXXX debit cards associated with my checking account. In other words, the debit card that I had reported lost was never cancelled, and transactions that I had previously authorized on the lost card, like online memberships, etc, were still being put through my account. The customer service agent gave me a hard time about disputing the {$90.00} transaction for the subscription to XXXX XXXX and it took nearly a week for me to get a {$90.00} credit applied to my account. The bank is considering the transaction as a case of FRAUD against my bank account and has sent me an affidavit form to fill out for a case of fraud against my bank account. This was not a case of FRAUD, as I reported my debit card lost nearly a month prior to that charge. This was a MISTAKE by the bank -- -- they never cancelled the lost debit card and continued to authorize transactions on it. I am reporting this because these are serious mistakes made by this bank. And for this reason, I will be closing my accounts with Suntrust Bank.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 33907
Submitted Via: Web
Date Sent: 2015-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No