Date Received: 2019-08-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested information from my mortgage company to provide to NYS Housing Map. The application was approved by the state to assist in providing financial assistance for default taxes. The state has requested information from the mortgage company and to date has not received it. Once the mortgage company provides the state with the information needed, the state will payoff the default amount of taxes to the mortgage company. I have contacted executive services several times and no one will return a call. This situation now puts my residence in jeopardy of foreclosure because of the banks lack of information to provide to the state.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10512
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-27
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Update to the following complaint. In short, Suntrust did not return all of our money. they still have {$15.00} of our money ( joint account with my daughter XXXX ). She deserves all of her money from fiasco Suntrust created with their EFT from XXXX XXXX. Because of EFTs between XXXX XXXX and Suntrust ( XXXX 's account ) Suntrust took our money and access to our accounts for 21 days. Eventually they gave our money back, except {$15.00} of XXXX 's account. Please return it to her/me. I have 4 accounts at Suntrust 1. my checking account 2. my savings account 3. a joint account with my daughter XXXX 4. a joint account with my son XXXX. Late last month on about XXXX, XXXX 's account got a deposit of XXXX dollars. XXXX knew nothing about where it came from so I called Suntrust. I let them know this doesn't look right. Concerned about it, I asked the Suntrust rep to transfer her balance of XXXX dollars to my savings account. That is the last access we have had to all of our accounts. On the following Monday all of my accounts are closed. Suntrust will not give me my money. They put the accounts in hold/closed status and refused to give me my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My condominium HOA has provided SunTrust mortgage proof of master policy for building and flood insurance on two separate occasions. SunTrust said they did not receive it and are going to force place insurance on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I came into some money from a sale of property I received two checks in the mail on XXXX I want and opened a checking account on XXXX the banker XXXX XXXX from SunTrust informed me that I can cash the XXXX and put XXXX in my pocket and he would deposited the remaining amount with the deposit of the XXXX would be a total of XXXX and said the money would be on my account in the morning so I waited a couple of days and I wanted a car and looked around then I found one do on the XXXX I bought a car gave them XXXX cash and wrote a check for the remainder which was XXXX to total the XXXX the next thing I know my account was closed nobody knows nothing I would receive my money back in the mail now it's XXXX and still nothing haven't herd nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30504
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I started my FHA mortgage back in XX/XX/2012. My home value is listed as {$130000.00} and I currently owe {$100000.00} on my loan. That means my LTV is currently at 77.90 %. I am below the FHA required 78 % to remove the PMI from my FHA loan. I have already submitted my request in writing to Suntrust Mortgage, however they're insisting that my LTV is still sitting at 83.83 % and can not tell me how they keep coming to that calculation. I have even received automated text messaged from Suntrust regarding my loan saying I'm below the 78 % LTV.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2019-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-26
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I started my complaint approximately XX/XX/2019. I paid a company, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, GA XXXX ; which was recommending to me by XXXX XXXX XXXX XXXX formerly XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX , came on behalf of XXXX XXXX XXXX and gave a written estimate for {$2500.00}. He received a deposit for {$1500.00} ; check # XXXX on XX/XX/2019 and the balance for {$1000.00}, check # XXXX ; a metal part ( track repair ) {$80.00}, check # XXXX. XXXX XXXX DID NOT COMPLETE/FULFILL his contract responsibilities. When I called Suntrust Bank to put a stop payment on the checks ; I WAS TOLD I COULD NOT. I told them that this person, XXXX XXXX XXXX committed fraud. The company XXXX XXXX XXXX XXXX did not exist. I filed a police report, I filed a complaint with XXXX XXXX XXXX XXXX, I contacted the Ga Secretary of State. I filed an Open Records Request with Suntrust Bank by Faxing to all the fax numbers they gave me. I sent a message through my online banking access to no avail. All they sent me was a STANDARD FORM LETTER and it wasn't signed. You violated my rights a banking customer and consumer. The Open Records Request was asking " Where did the Money Go ''? Suntrust Bank said they were assigning an investigator within 15 days. It took over 30. I faxed Open Records Request to ( XXXX ) XXXX ; XX/XX/2019, ( XXXX ) XXXX ; XX/XX/2019, ( XXXX ) XXXX ; XX/XX/2019 ; called ( XXXX ) XXXX option # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30297
Submitted Via: Web
Date Sent: 2019-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-25
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX my mom and I went into Suntrust Bank in XXXX XXXX Tn to close her account. Which my name is on too. I was taking over her POA and changed banks, the bank manager assured us the account was closed and a week later she started getting letter in the mail that she owed them money for a draft and fees they allowed to go through on her account that was supposed to have been closed. I called all the companies she had automatic drafts from and stopped them, so I dont feel like it was our fault the drafts came through the account was supposed to have been closed. They told us that a pending draft could reopen a account, I feel that this practice is a attempt to just keep getting money from people when you close a account it should stay closed. I wouldnt recommend using Suntrust bank to anybody.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37415
Submitted Via: Web
Date Sent: 2019-08-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have had several accounts with SunTrust Bank, one of which I have had for over 45 years. My son and I also have a joint bank account that we opened when he was a teenager, but it is used mainly by him. My son was traveling in XXXX XXXX with his father in XXXX and XXXX of this year. He was in XXXX on XX/XX/2019. His last transaction was at a retail store where he purchased several gifts and that was on XXXX XXXX and the amount was {$490.00}. He used his ATM card. He then went into a restaurant where they had group tables and charged {$66.00} to his ATM card. The server brought the electronic device to the table and it had trouble accepting his pin which finally, after the third try, it went in. He recalls now, thinking back, that anyone at the table could have witnessed this transaction, and that was how his pin was discovered. He then went back to his hotel, and meanwhile, early the next day, I was at home in Maryland and looking at the online account, I discovered the many charges that had occurred on his account when I knew he was in his hotel. I called him and asked him if he had his ATM card, and it was at that point he realized it must have been stolen in the restaurant, which was dark and noisy. His flight back home was that day. I will list the losses here, with the first illicit charges at the bottom of this list : DATE : XX/XX/XXXX Description : MAINTENANCE FEE Why did this happen? Withdrawals : - {$10.00} Balance : {$15.00} DATE : XX/XX/XXXX Description : ONLINE BANKING TRANSFER CREDIT FROM XXXX XXXX Deposits : {$25.00} Balance : {$25.00} DATE : XX/XX/XXXX Description : OVERDRAFT PROTECTION TRANSFER FEE Withdrawals : - {$12.00} Balance : {$0.00} DATE : XX/XX/XXXX Description : FROM DEPOSIT ACCOUNT OVERDRAFT TRANSFER CREDIT Deposits : {$75.00} Balance : {$12.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$24.00} Balance : - {$62.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$24.00} Balance : - {$38.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$30.00} Balance : - {$13.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$53.00} Balance : {$16.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX - XXXX XXXX Withdrawals : - {$7.00} Balance : {$70.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE REST XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$13.00} Balance : {$77.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$67.00} Balance : {$91.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : XXXX {$67.00} Balance : {$150.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$67.00} Balance : {$220.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$140.00} Balance : {$290.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$130.00} Balance : {$430.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$170.00} Balance : {$560.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$130.00} Balance : {$740.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX PA XXXX XXXX Withdrawals : - {$290.00} Balance : {$870.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$79.00} Balance : {$1100.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$37.00} Balance : {$1200.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX - XXXX XXXX XXXX XXXX Withdrawals : - {$3.00} Balance : {$1200.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX Withdrawals : - {$19.00} Balance : {$1200.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$9.00} Balance : {$1300.00} DATE : XX/XX/XXXX XXXX : CHECK CARD PURCHASE HOTEL XXXX XXXX XXXX XXXX Withdrawals : - {$14.00} Balance : {$1300.00} DATE : XX/XX/XXXX XXXX : INTERNATIONAL ATM FEE INTL ATM CASH WITHDRAWAL FEE Withdrawals : - {$5.00} Balance : {$1300.00} DATE : XX/XX/XXXX Description : INTL ATM CASH WITHDRAWAL XXXX XXXX XXXX Withdrawals : - {$98.00} Balance : {$1300.00} DATE : XX/XX/XXXX Description : INTERNATIONAL ATM FEE INTL ATM CASH WITHDRAWAL FEE Withdrawals : - {$5.00} Balance : {$1400.00} DATE : XX/XX/XXXX Description : INTL ATM CASH WITHDRAWAL XXXX XXXX XXXX Withdrawals : - {$210.00} Balance : {$1400.00} DATE : XX/XX/XXXX Description : INTERNATIONAL ATM FEE INTL ATM CASH WITHDRAWAL FEE Withdrawals : - {$5.00} Balance : {$1600.00}. This is in reverse order, and at the top, the bank has made additional charges which they tell me I must pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2019-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In summary, Suntrust has failed to respond appropriately to my request to remove the PMI from my home although I have met the LTV of 80 % requirement and have been requesting removal since XX/XX/XXXX. My home was purchased in XX/XX/XXXX and current amount owed on the home is {$140000.00}. The appraisal done by the original mortgage holder at the time of purchase was {$180000.00}, however, my home mortgage was sold to Suntrust in XXXX where it has been held since in excellent standing. My home has qualified for removal of PMI ( 80 % = {$140000.00} ), which was achieved as of my XX/XX/XXXX mortgage statement which listed the loan amount at {$140000.00}. When I contacted the company I was told I needed to put the request in writing which I did online on XX/XX/XXXX. It took >60days to receive a letter in the mail from Suntrust in XXXX, which stated that they would need to perform an appraisal on the home in order to approve the removal of the PMI and to do the appraisal I would need to submit a check in the amount of {$100.00}. I promptly mailed the form back with the proper request and the check for {$100.00}, which was cashed within 2 weeks on XX/XX/XXXX. On XXXX XXXX, XXXX, I got a call from a XXXX at XXXX XXXX XXXX who said she would do the appraisal. I gave her the name and number of my rental management company and also told them she would contact them on the same day XX/XX/XXXX. Within 3dys I received an email from my rental management company saying " I called XXXX XXXX at XXXX XXXX XXXX and she has stated that she asked the bank to reassign the appraisal to someone else as she didn't have the availability to come to XXXX. '' I of course did not worry about it because I assumed this happens all the time. I only became concerned when received a letter in the mail from Suntrust >30 days later on XX/XX/XXXX with a check for {$100.00} stating I was being refunded the amount and would receive a separate letter with the results of the appraisal. After 2 weeks and no letter I called Suntrust to ask what happened and for next steps and I was told they did never completed the appraisal because my home was listed as a gated community. The home is in no way a gated community but is open access to yard & home, which, I stressed to the person on the phone who assured me there would be an investigation and someone would call me back with next steps. I received a call 2 days later from Suntrust with no explanation of what happened but only requesting that I resubmit my request to remove PMI and start the process from the beginning since the process had timed out in their system and was closed. This was on XX/XX/XXXX, >5 months after my initial request and I responded that I would submit another query/complaint into the issue, which I submitted via their online system on the same day. Now it is almost 6 months after my initial request, they have never responded to my complaint nor provided any additional information about what has happened with my request. I believe this is a completely fraudulent process and in violation of the law. I am currently taking steps to move my loan from Suntrust but wanted to put a complaint so that this fraudulent activity could be investigated and others would not fall victim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27516
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for an Illinois Hardest Hit Fund. back in XX/XX/2019. IHDA submitted my file to Sun Trust Bank. It was submitted to Suntrust in the beginning of XXXX. Today is XX/XX/2019 and they have STILL not responded to IHDA in reference to my mortgage. My housing counselor and I called Suntrust on a 3 way call. The incredible part is NOBODY at SUNTRUST even knows what The Illinois Hardest Hit Fund, and they do not even know what the program is, and who to refer us to at the bank. They signed up and agreed to participate with the program, yet they are doing nothing about this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A