Date Received: 2019-08-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a suntrust account XX/XX/19 and deposited {$400.00} in savings and {$800.00} in checking. Today XX/XX/19 I cant use online account so I called they said my account will be closed. No provided reason and no access to my money. I called three different departments went to branch in person an tried atm. They would not give me info or my money. Ive had no money for basic needs lol gas, for, shelter I have no other way to get funds. They said I will get a check in mail of my money in 7-10 days after 5-7 day investigation. They refuse to help me or allow me funds to survive.. I did nothing wrong.. Im a hard workin RN!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2019 I opened a dispute and received a claim # XXXX. On XX/XX/XXXX I purchased an item through a merchant using my debit card through SunTrust. Originally, I attempted to resolve the dispute with the merchant. XX/XX/2019 I reached out to the merchant/seller and was denied my request by XX/XX/2019. On XX/XX/XXXX I filed a dispute with SunTrust and answered all the required questions by SunTrust about my dispute and attempts to resolve. Within 10 days I called SunTrust and was told I did not need to take any further action. On XX/XX/2019 the dispute was inaccurate closed and re-opened. SunTrust required a affidavit which was faxed XX/XX/2019. By XX/XX/2019 I received a letter from SunTrust asking for the third time for a description, " of what you were expecting to receive and how that differs from what you actually received, along with date mm/dd/yyyy of merchant contact and if possible an expert opinion from a neutral third party. I responded XX/XX/2019 and called today ( XX/XX/19) for an update. I was instructed that it would take another 60 days for a total of about 4 months to resolve the dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33445
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/XXXX, SunTrust bank froze our account and refunded a check we wrote without notice and would not let us move money in any way out of the account without explanation. The check was legitimate and we tried calling the bank 3 times to verify but they still caused the check to be returned and NSF fees. We want our money out of our account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32312
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XXXX I applied for an checking account and was told that I couldnt open up an account, because one of the credit bureau had a security freeze on my report. I called that credit bureau and was told by rep there is no freeze on the account. I have been having this problem and spent two days working on this and still showing up freeze on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 308XX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my Suntrust VA mortgage and successfully closed and paid off the mortgage in full on XX/XX/2019. OnXX/XX/XXXX, Suntrust drafted my monthly payment out of my checking account in the amount of $XXXX. This was in error and I have called 7 different people over 3 days and approximately 2 hours of my time to correct this and have the funds wired back into my bank but all attempts have not been successful. This has caused me financial hardship and is not ethical, nor should it be legal. As stated, my mortgage balance was paid in full and there were several days in between when they drafted the payment out. They have thus far refused to act to wire the money back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28570
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Getting a loan
Subissue: Denied loan
Consumer Complaint: Suntrust Bank is denying my student loan application based on income/race/language discriminationI am a student going to graduate school and am seeking for a XXXX student loan from Suntrust Bank. The loan is approved for credit but is requesting additional documents for my cosigner to verify his income. This bank is always using the reason cannot verify cosigner's income to reject my applicaiton. Loan ID: XXXX Spoke to suntrust custom loan representative XX/XX/19, asked why additional document is required. Said that the cosigner's income doesn't match the the amount on the paystub. He told me income can be projected, try to use the formula using weekly pay x 52week = annual gross income. If the number doesn't add up, I have to re-apply using a lower income amount. Loan ID: XXXX I reapplied, using the formula, put XXXX for cosigner's income. $XXXX/hr x 40 hr/wk x 52 wk/year = XXXX. Uploaded 3 recent paystubs, again asked me to provide additional document for the cosigner. Called suntrust custom loan representative XX/XX/19, asked why? They said they cannot verify income, didn't give a reason, just saying doesn't add up. So I spoke to the supervisor, he said that the number doesn't add up, no why. When I asked how much the cosigner need to put for his annual gross income? He didn't answer, said he can't provide me additional information if he cannot speak to the cosigner. The supervisor is also not willing to connect me to the loan origination department to ask for details. But the cosigner, who's my father, cannot communite in English. He started his job this year, working full time, earning $XXXX/hr. I and my father didn't do anything wrong, and Suntrust bank is kept rejecting our documents without providing a clear reason or any instructions to help us proceed the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: OnXX/XX/2018IhadHardinquiresonmycreditthatIdidnotauthorizeandthecompaniescannotshoworprovewhereIgavethempermissiontorunmycreditIhavetalkedwithallcreditbureausandtheyallsaytheycannotandwillnothelpordoanything Iamattachingalistofcompanysthathitmycreditsomeevenhittwicein1day IamlookingfortheprovewhereIgavethempermissiontorunmycreditreport
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75254
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2017 at XXXX XXXX I called Suntrust mortgage because I was impacted by Hurricane Irma. We were declared by FEMA to be a disaster zone. My insurance company would not pay because my damage was only around $XXXX total and the deductible was raised due tot he hurricane to 5% of total value of my home so it was around $XXXX. What that meant was all the recovery was out of pocket.At that time I was 1 to 2 payments behind and paying every month still trying to recover from Hurricane Matthew which hit us one year before.The representative from Suntrust said I will be put on a 6 months no pay forbearance and at the end of the loans they will automatically add the payments to the end of the loan and since I was 2 behind already my forbearance period would only be 4 months.I took the assistance because I needed it. At the end of the time period when Suntrust reviewed me to finalize the disaster modification they claimed because I was 2 payment behind already they were not going to assist me.I have been disputing this ever since because I would not have accepted the assistance had the representative given me correct information. But because I believed the misinformation from Suntrust I am facing losing my home. I have escalated this with Suntrust but they are not helping and will not honor what their own representatives committed to.I was forced to submit a borrowers assistance package and without notice Suntrust changed their guidelines so now they will not review meMy wife and I are XXXX US XXXX veterans and my wife is XXXX XXXX from XXXX connected XXXX but Suntrust does not recognize that
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31313
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Suntrust has lied to me and told me that funds for a check were being held due to “inside banking information that the funds would not clear” for my BUSINESS ACCOUNT. This was AFTER I told them I did not want to have a banking relationship with them as well as AFTER the funds were already cleared the next day which allowed me to pull the balance to transfer out and make a XXXX balance. On top of that, they have the nerves to apply fees to my account for their lie. I wanted to close the account to begin with due to inconsistent information given to me and bogus overdraft fees for small amounts to my account as low as a $XXXX for a $XXXX charge as well as picking and choosing which transactions they want to go thru on the account to apply numerous fees. I have stated many times before to them, if the money isn’t there don’t allow the transaction to go thru but they keep doing it to get more and more money. Over $500 in fees in one month alone!!! I am not only sending this complaint to XXXX but CFPB and collecting others to join in on a class action suit to file. They are ridiculous and liars.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23235
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Recently my family and I discovered we were victims of online banking fraud. Someone fraudulently linked their XXXX account to our SunTrust savings account and withdrew $XXXX through 5 separate transactions over the course of 3 ½ months dating back to XX/XX/XXXX. While that amount may seem insignificant to some, we have a single source of income with XXXX young kids and depend on that money trusting it is safeguarded by our bank. Unfortunately, the way SunTrust has handled the situation and the lack of customer service and care they have shown has been very disappointing. In early XX/XX/XXXX I was transferring money from our savings to checking account and noticed the balance on our savings account appeared lower than it should have been. We do not regularly check the balance, nor do we review our savings account transactions because we don’t normally withdraw money from that account. Since I noticed a lower balance, I reviewed several months of activity and identified several suspect XXXX transactions. Our savings account has never been linked to a XXXX account, and I confirmed these transactions were not associated with my XXXX account.We immediately called the SunTrust fraud department to report this activity and they opened a case to investigate the issue. I was informed the process would take 10 business days and they would follow-up with a phone call or email. However, the only communication we received was a letter from SunTrust dated XX/XX/XXXX stating they would provide a credit of $XXXX because they have a policy that disputed transactions must be made within 60 days. On XX/XX/XXXX we called SunTrust to determine whether this was the final outcome of our case and they explained the $XXXX represented an initial credit but the investigation was still ongoing and would be completed XX/XX/XXXX. We followed up on XX/XX/XXXX and the individual we spoke to this time informed us the investigation had been closed on XX/XX/XXXX and the $XXXX represented the final reimbursement amount and no further action could be taken. On XX/XX/XXXX we called the SunTrust fraud department again and requested the phone number for the SunTrust president’s office. We were told that number can be provided to customers but someone from the office ultimately returned our call. On XX/XX/XXXX they returned our call with the same message that nothing that could be done due to their 60-day policy.SunTrust’s policies and their mismanagement of our case is extremely concerning. We also feel this should be brought to the attention of all SunTrust consumers. First, they determined the appropriate course of action was to credit us $XXXX even though that was the oldest of the 5 transactions. Second, the individual we spoke to from the SunTrust president’s office explained that even though we had not conducted any transactions on our savings account it was our responsibility to ensure there wasn’t any suspicious activity. This individual went on to say SunTrust doesn’t have the ability to identify suspicious activity unless a transaction involves a bank debit card. This lack of oversight and inability to identify threats to their customer’s finances is extremely alarming. It was my understanding that when banking with Suntrust (or any bank) that it was their responsibility to protect our money. I also believed our money was federally insured so if anything happened to it through no fault of my own it would be reimbursed regardless of the timetable. Even though I believe this is an issue with SunTrust and they should make every effort to resolve this, I did contact XXXX to see what could be done on their end. They were unwilling to help because the transactions were more than 180 days ago, and they were not associated with my XXXX account.I am extremely displeased with the way SunTrust has managed our case. At no point did SunTrust express any concern with the impact this has had on our family and reiterated it wasn’t their responsibility to do anything. We hope this letter generates some sort of response that will help us move forward and recover the money we lost.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23233
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A