Date Received: 2019-09-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a paycheck on XXXX.19 in my husband 's name ( XXXX XXXX ) for XXXX from XXXX XXXX. It was into our new account at Suntrust bank. I deposited the check in the drive through, and was not told a hold would be placed on it. We got 2 letters in the mail, 1 stating it was being held due to a new account, and 1 stating it was being held due to confidential information that it might be fraudulent. I've called XXXX multiple times, and have been told the account is being monitored. My husband called the local branch and was told our funds would be released on XX/XX/19. However, they were not released. I received a direct deposit into the account today for XXXX from my new job at the XXXX XXXX XXXX of the XXXX XXXX XXXX. I went into the local branch in XXXX VA today, XX/XX/19. When XXXX XXXX called the corporate line, she was told that Suntrust has terminated our relationship. No one can tell me why. They also say since " there was new activity in the account today '' ( aka my direct deposit ), it might take 4 weeks until we receive a check from the bank. I have bills to pay, including childcare, and have NO access to MY funds. I don't understand why they allowed my direct deposit to go into the account if they had already " terminated the relationship. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24073
Submitted Via: Web
Date Sent: 2019-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Account # : XXXX This complaint is to inform you that the above referenced account being reporting by your company on my credit reports is hereby disputed for lack of completeness and/or accuracy. I am disputing the following information directly with you, the furnisher of information, and I am requesting that you conduct an investigation as outlined in the FCRA Section 623 : Upon obtaining my credit reports I noticed several inaccuracies being reported across the three credit bureaus. Suntrust is being reported as 3 different names and 3 different payment addresses XXXX has XXXX/SUNTRUST XXXX XXXX XXXX, PA XXXX ( XXXX ) XXXX XXXX has SUNTRUST BANK XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX ( XXXX ) XXXX XXXX has XXXX/SUNTRUST XXXX XXXX XXXX XXXX, PA XXXX ( XXXX ) XXXX Account Type XXXX : Installment account XXXX : Education Loan XXXX : Installment XXXX : payment status is listed as 120 days past due XXXX : payment status is listed as at least 120 days or more than 4 payments are past due XXXX payment status Acct renewed or refinanced
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-04
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: On XX/XX/XXXX I purchased a used XXXX XXXX XXXX from XXXX XXXX XXXX and was approved by Sun Trust Bank that day for {$5500.00} - 60 months @ {$110.00}. On XX/XX/XXXX Sun Trust Bank sent me a letter saying after careful consideration they regret to approve my request. However, they would extend a offer of {$11000.00} for 72 months? I once had a checking account with SunTrust several years ago. I had gone in the bank and closed account. At the end of that month instead of telling XXXX XXXX the account was closed and the bank could not accept the automatic withdrawal. They charged my account up to {$200.00} in insufficient fund fees. When I paid XXXX with a money order the Bank got that money some how? I didnt have car insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2019-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the month XX/XX/2019, I missed a mortgage payment. My monthly mortgage payment is {$1800.00} each month. On XX/XX/2019, I sent {$2000.00} to pay my late XXXX mortgage. On XX/XX/2019 ; Suntrust returned my payment saying they could not apply the {$2000.00} dollars and the new increased mortgage payment was {$4000.00}. On XX/XX/XXXX, I paid Suntrust {$2000.00} and XX/XX/XXXX, I paid Suntrust {$2000.00} dollars. On XX/XX/XXXX, I received another returned payment from Suntrust Bank of {$2000.00} dollars and Suntrust says they could not accept or could not apply the payment of {$2000.00} dollars I sent them. Suntrust, now says the new increased mortgage payment is {$4100.00}. I am both tired and frustrated about this fraudulent game Suntrust Bank is playing to return my mortgage payments each month. When I send Suntrust my mortgage payment each month, Suntrust returns the payments as if I did not send them any payments at all. Then Suntrust fraudulently applies a late fee each time ; and fraudulently reports that I am not making any payments to my mortgage. This fraudulently reporting is also affecting my credit. Please Stop This is Fraudulently Activity within Suntrust Bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2019-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Apparently in XX/XX/2019 SunTrust raised their minimum daily balance requirement on Signature Checking from {$2500.00} to a whopping {$25000.00} without notice. Beginning on XX/XX/19 they have been deducting a monthly fee of {$25.00} even though my balance has never dropped below {$3000.00} and I continue to maintain my mortgage there. They made this change without notice and I only discovered this when I reviewed the surprising deductions that had been made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2019-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: on XX/XX/2019 i went to the bank to withdraw some money and found out that my account was being used and took XXXX dollars from my account. this happen within several transaction. i would like to request a thourough investigation and im willing to prosecute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2019-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a conventional 30-year fixed mortgage through SunTrust Mortgage. NMLS # XXXX On XX/XX/XXXX, I received an email notification from SunTrust " congratulating '' me on my brand new checking account - separate from my mortgage. Alarmed, I immediately contacted SunTrust to notify them that I did not open a new account and that this was clearly identity theft. The Identity Thief changed my login credentials and so I was unable to " take back '' my account! After an hour and dealing with four different customer service reps in mortgage and their checking department, I was told to call back tomorrow and told that they could do nothing for me. I proceeded to call the next morning and spoke with a few more customer service reps including who was believed to be an important manager. The manager confirmed that my account safe and protected, to the best of her knowledge. I asked if we could somehow add an alert to protect my information, or perhaps change the loan number to prevent this from happening again. They told me that this was impossible unless I wanted to complete a refinance. I asked if this could happen again and the response was, " sir, we're doing whatever we can, but who knows ''! 6 days later, my account was hacked again. We expressed to SunTrust once again that our information was compromised and we wanted it to be protected. We demanded that they protect our personal information. They were short with us on the phone, wouldn't answer any questions, and essentially told us that they could do an investigation. There was no sense of urgency from SunTrust and they intentionally would NOT take any measures to protect my personal information. They wouldn't even tell us the email address of the hacker, who again, changed our account email address and phone number once again! My information is still exposed and after repeated calls to whomever would be willing to help, I have not gotten any response or help. We feel as though our rights are being violated and WE HAVE EVERY INTENTION ON PURSUING LEGAL ACTION to get this resolved. SunTrust has shown no competence or effort is protecting our stolen identity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80528
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX, my wallet and phone were stolen in XXXX XXXX, LA by a person unknown to me. I was pick-pocketed at some time in the late morning or early afternoon, but I'm not sure exactly when or where it happened, other than that it happened in the XXXX XXXX. Between XX/XX/XXXX and XX/XX/XXXX, the perpetrator debited my Suntrust bank account for over {$3500.00} and charged nearly {$6000.00} on my Suntrust credit card. My guess is that they stole my pin number while using an ATM and then later targeted me for theft. I called Suntrust to report the theft on XX/XX/XXXX and the money was temporarily credited to my credit account, but not my bank account. On XX/XX/XXXX, I received a letter stating that my debit card fraud claim was being denied, with the only explanation being : 'During our investigation we determined that no error occurred and your case is being denied. Due to the action that has been taken by SunTrust in denying your claim, you will assume full responsibility for these debts and any associated fees. ' On XX/XX/XXXX, I received a letter from Suntrust denying the fraud claim on my credit card, with the explanation being : " Evidence indicates that you participated and/or received benefit from the transaction ( s ). '' On XX/XX/XXXX, I called Suntrust for addition information. The first ( unnamed ) representative reviewed substantial notes attached to my case and record, and who said he would provide me with a copy of these notes, but ultimately did not. Before he got off the line, he said that the justification for the decision was that I had done business with this vendor previously, which seems absurd given the number of vendors involved and considering that I have never done business with ANY merchants in the XXXX area of XXXX XXXX, Louisiana. He then transferred me to his supervisor XXXX, who refused to provide any information and reported that the investigation was closed, no additional information was available, that there was no means of appealing that decision, and that there was no one else available I could speak with. She provided me with an address and stated that any further communication would have to be in writing. I mailed a certified letter to Suntrust on XX/XX/XXXX, notifying them that I am complaining to the FTC about their blatantly illegal practices in attempting to avoid liability by either fabricating or withholding exculpatory evidence ( letter is attached ). My Suntrust World MasterCard carries a 0 liability policy. To the best of my knowledge, I should be liable for at most {$50.00} on each my debit and credit cards since the theft was reported within 48 hours. I have been a Suntrust customer since XX/XX/XXXX, and this is unacceptable. Please note : I've attached both my debit and credit card statements. On the credit card statement, transactions between XX/XX/XXXX and XX/XX/XXXX were not made by nor authorized by me, including the posted balance transfer on the credit card where they moved {$4000.00} to my checking in account ( likely in an attempt to directly debit it from my checking account ). I am not sure how they'd even be able to do that. On my debit card statement, I believe that the first 2 ATM charges are mine ( at XXXX XXXX XXXX ), but all other debits between the XX/XX/XXXX and XX/XX/XXXX will be fraudulent. I've also included the two fraud rejection letters from Suntrust as well as a copy of the certified letter that I've mailed to Suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32506
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I called Suntrust on last Friday about my account. And I told the lady not to shut down my cards I needed them and that I would call back once I get everything straight. Well they did anyway after I said not too. I have the right as a customer to not have my card shut down.so Im filling a formal complaint this is totally unacceptable as a customer I reserved my right at that moment as a customer and something needs to be done. So Im asking for that phone to be pulled because i said dont shut down my card all phone call are recorded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23234
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Sun-Trust Bank has freeze my checking account since the past 7 days due to some Cashier check I purchased with my credit card and authorized to them that I did purchase it with my funds, they still yet to open my account and has resulted me in great loss with my customers and business ethics. I need them to open my account and release my funds to me so I can assist clients who paid into my account for there jobs to be done. Regards XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72301
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A