Date Received: 2019-08-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received a letter in the mail that Suntrust was going to close my account because I had to sign a form. I received the letter on XX/XX/XXXX. They said they were going to close the account on XX/XX/XXXX if I did not sign the form. I called the number on the letter and they said I had to go to the branch to sign the form I wen to the brach on XX/XX/XXXX and they ( XXXX XXXX XXXX XXXX XXXX ) told me that I had already signed the form. She said to call the branches business banker - I did and he never returned the call. A few days later XXXX said I needed then come back and sign the form so I did. A few days after that she called and said they were closing my account. She said that she had sent in the form I signed but my account was still going to be closed because the other dept ( Consumer OPS Risk Admin ) says I didn't sign the form. She says she knows I signed the form and that she sent in the form and that she doesn't know what else to do. . None of this makes any sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was informed by SunTrust on XX/XX/XXXX that The premium ( MPI ) will be eligible for deletion after XX/XX/XXXX and when your principal balance reaches a LTV of 78 % or % XXXX However, I received a statement from SunTrust Mortgage yesterday stating that As of XX/XX/XXXX your home has gained sufficient equity to eliminate the FHA monthly insurance premium I do not appreciate being given contradictory information. Apparently, SunTrust 's marketing staff and the persons administering its mortgages dont communicate with each other.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2019-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I recently opened a new bank account at SunTrust Bank. Since DAY ONE I have had nothing but problems. Here is the BIGGEST & most recent problem:On Friday, XX/XX/2019, I made a Mobile Check Deposit at about XXXX in the amount of $XXXX . The "cut-off" time for funds being available next day (excluding Sundays & holidays) is XXXX ET time. Obviously, I made this deposit well before XXXX. Immediately after it deposits, there is an alert on the deposit confirmation saying my funds would be held. I called the 800- SUNTRUST number to ask why my money is being held, and for how long. The woman on the phone advised that $XXXX would be available to me the next day (so, Saturday, XXXX XXXX I was supposed to have most of it) and only $60 was to be held until Monday, XX/XX/XXXX. After hanging up, I received an email alert stating the hold for $XXXX and $XXXX being available to me the next day. OK, no big deal at all. Fast forward to Saturday morning around XXXX or so. I check my bank account and nothing has been deposited. I see the deposit amount is negative in my account summary and states "HOLD" next to it. I clicked on the deposit and it said the ENTIRE amount wouldn't be available to me until MONDAY, XXXX XXXX! A WHOLE week and some days AFTER I deposited it into my account BEFORE the cut-off time (and after being told most of it would be there that day). I immediately call SunTrust and they could not tell me why MY money was being held for over a week, just that it's "their system". They claim they are "unable to cancel the deposit or negotiate" so I could go to my local branch and get cash. Instead, they FORCE me to wait over a week for MY money! This is INSANE and has NEVER happened to me or anyone else I know. This bank is a JOKE. That money was very important and I needed it THAT NEXT DAY to get my vehicle fixed! They lied, and they refuse to work with me to give me MY money. I KNOW they have control over their system, they just don't want to do that. There is no possible way they have a system that they are "unable to control". They just want to hold on to that money for as long as they can. & the man on the phone had the audacity to tell me after advising they can't cancel the deposit, "well you do have $___.__ in your account.", as if to say "well you have money so what's the big deal". That was the impression I got and it's WRONG. This is people's LIVES they are messing with. If their banking says funds would be available next day if deposits are made before XXXX, then that is what I expect to happen. If a hold is placed, how DARE they hold onto it for over 1 week??? I would SORT OF understand if it was over $500 or a few thousand. BUT $XXXX BEING HELD that long? NO! They do NOT have that right. 3 DAYS should be the MAX, ESPECIALLY if it's under $500! Once my money is FINALLY given to me, I am canceling this joke of a bank and going back to my old bank. I thought I had problems with XXXX XXXX XXXX?! BOY was I wrong and in for a rude awakening with these crooks. XXXX. NEVER held a check for longer than 3 days. NEVER! It was very rare for them to even DO holds! NO bank should do "holds" for this long!! It should be illegal and they should be responsible for paying someone's bill for holding their money for that long, literally forcing them to wait and wait. If that's how they want to play, pay my bill then! This is utterly ridiculous and cruel. Something needs to be done about this and SOMEONE needs to give me my money THIS WEEK.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 384XX
Submitted Via: Web
Date Sent: 2019-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a SunTrust checking account in XX/XX/2019. I had my XXXX benefits deposited direct deposit into the checking account. The first deposit was made XX/XX/2019. On XX/XX/XXXX I had a company call me regarding a loan that I had applied for online supposedly. They said their name was light stream loans which are affiliated with SunTrust Bank. They asked me for my login information in order to deposit the loan to my account. I tried to check my account the next morning and was that unable to. I could not log into by phone or through mobile banking. I called and talked to a representative who informed me my account was confidential and could not be accessed by anyone. They told me that I had to have done this. I asked them if I could use my ATM card to withdraw my money they said no. I have no access to the account or my money. They can't tell me anything and will not help me. There is no branch in my state. Which is Texas. I get XXXX due to a XXXX XXXX. The money is not enough to make a living each month. Although I do desperately depend on the little money I get. I have no way to access my funds. Please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75150
Submitted Via: Web
Date Sent: 2019-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This is the second or third time I have been harassed in regards to a fraudulent transaction that was authorized by SunTrust Bank. I have submit previous complaints in regards to this matter that I reported both to SunTrust Bank 's Fraud Department as well as the XXXX Sheriff 's Department 's Fraud Department. All documents were turned over to the XXXX Sheriff 's Department for fingerprinting and analysis since the people in the local branch of SunTrust 's Fraud Department did not want to take responsibility for clearing a fraudulent check. The Detective I spoke with in XXXX Sheriff 's Department stated the funds were sent out of the state of Florida and into XXXX, Ohio and the state of Illinois. I was advised the information was given to the authorities in those states and there was nothing more the state of Florida could do. This information has been previously reported to SunTrust Bank in addition to complaints previously submit on this CFPB website in regards to this matter. It was a case of fraud that I turned over to authorities. SunTrust is well aware of the situation and had access to the information that I personally walked into the local branch and gave to them. I no longer have an account at SunTrust Bank. They cashed a fraudulent check and failed to protect myself and my children as one of their accounts. They lost my trust in addition to my business and access to my hard earned money. I have reported this issue before. SunTrust needs to understand the continuous harassment can, will and should result in violations and fines. I have repeatedly given them the information they do not want to admit. I have repeatedly told them via phone and writing ... DO NOT CONTACT ME AGAIN IN REGARDS TO THIS MATTER. DO NOT CONTACT ME VIA PHONE, MAIL OR EMAIL EVER AGAIN IN REGARDS TO THIS MATTER. SunTrust Bank cashed a fraudulent check. I depended on them to protect me and my children as clients. I needed a bank that would protect my account. That includes Fraud Protection. SunTrust failed. They were given the information that they did not want. I turned all documents, envelopes, everything over to the XXXX Sheriff 's Department. This has been documented previously and in several complaints. Now I am getting contacted by a company called XXXX XXXX XXXX XXXX XXXX They either bought or got sold what is called " bad paper '' also known as " dead paper. '' This is a Professional FYI to XXXX XXXX, XXXX : I am not going to waste my time on making a phone call to your office only to have to educate one of your inexperienced " agents '' reading off of a script called " How to do Debt Collections for Dummies 101 ''. However know this now, here it is in writing ... DO NOT CALL ME NOR CONTACT ME IN REGARDS TO THIS MATTER EVER AGAIN. SunTrust Bank has a huge problem since they have been warned previously. SunTrust Bank cashed a fraudulent check. They know it as I have previously reported them. Their authorization has been revoked. I do not trust them with my money. They lost me as a client. DO NOT CONTACT ME AGAIN IN REGARDS TO THIS MATTER.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2019-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/XXXX - current XX/XX/XXXXXXXXXX/XX/XXXXXXXX XX/XX/XXXXXXXX XX/XX/XXXXXXXX XX/XX/XXXXXXXXXX/XX/XXXXXXXX XX/XX/XXXXXXXX XX/XX/XXXXXXXXXX/XX/XXXXXXXX XX/XX/XXXXXXXX XX/XX/XXXXAll XXXX XXXX And XXXX XXXX XXXX. A lot of transactions were intercepted and picked up by unauthorised recipients or deposited into unauthorised accounts. The transaction listed above had MTCN numbers however payment wouldn't process or delayed cancelled without my knowledge. The app on XXXX since XX/XX/XXXXhas had major issues and technical issues. I have multiple people utilising my merchant accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-02
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I have consistently tried to manage my loan with SunTrust Bank over the years of this loan with them. I have been struggling to make payments. It is important that I be given consideration to keep my car. It's the only means of transportation I have. It will greatly impact my ability to get around to doctors appointments as a veteran. I have a XXXX XXXX XXXX XXXX. Yes, I have missed payments ; however I have always made up for the missed payments. After I called them about my car possibly being repossessed the person name XXXX didn't offer me any remedies to prevent the repossession. As a veteran, I have to have access to a vehicle and I do not have family members living in XXXX, who can assist me with transportation. I spoke with a representative on XX/XX/XXXX. They can be contacted at XXXX. They aren't willing to give me more time to make up the past payments. I have until this week. Which is extremely stressful and impacting my health. I work on contract and only get paid through a contractor. Please help with this serious matter. I believe a lower amount monthly would be most helpful. I have had my car since XX/XX/XXXX and willing to pay it off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2019-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I pay my bills every month online. One month with this particular company i paid my bill online and got notice that they received the payment only to get notice 30 days later that they never received the payment and they were putting a 30 day late pay on my credit report. I notified them that the website assured me that i did! They told me that happens from time to time and apologized but they could not change the 30 day late from my credit report. What? I have attempted to get the late pay removed from my credit report thru the bureaus but had no success so i am reaching out to you. It is keeping me from getting the best interest rates, Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2019-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-02
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: SunTrust bank Withholding information from me since XXXX XXXX when I reported fraud and suspicious activity on account under my ex put me on as a courtesy. I have gone in person ( XXXX XXXX XXXX va XXXX regional Manager at the time & XXXX XXXX XXXX XXXX va in person to branch manager slender tall fellow. ) the branch manager stated to me after I told him someone had been transferring my monies out of my XXXX XXXX XXXX XXXX XXXX va accounts that I could get only! 300 approx out of SunTrust bank ) I have sent certified letters SunTrust corporate XXXX XXXX XXXX va Recently SSA finally sent and disclosed to me the direct deposit accounts that were fraudulently changed on my XXXX checks. There were four changes made thru federal reserve bank to SunTrust bank. The routing numbers and account numbers are stated by the SSA letter from miss XXXX in the XXXX XXXX nc SSA office are attached in the attached pdf file And the numerous checking account numbers on file at the SSA administration SunTrust bank XXXX XXXX boss left me a message on my XXXX phone telling me XXXX XXXX would find out what happened. I returned the SunTrust banks calls and faxed them also. No response. One of the accounts are still open I believe. as per XXXX she stated. Numerous accounts opened under XXXX XXXX XXXX XXXX XXXX with a atm card linked to them I have never had a SunTrust atm card period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2019-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I went to the bank on XX/XX/19 to deposit my IRS check because I knew I had an overdraft. When I went to the teller and handed her my check to deposit she takes it and them after depositing the check she informs me that my account was closed. Then the banks tells me I have to wait for a letter with instructions on how I could get the money deposit. I receive two letters with different information but none instructing me what I need to do to get the funds. I today I call stress my personal issue to them I felt like they didn't care and they are telling me that my account is in the process of getting closed but then again the teller on the XX/XX/XXXX said my account was closed. In top of all the misleading information I still have to wait the two processing days to be closed and an additional 7-10 days to get my funds. And still no one is helping but I am the one the affect person here counting on those funds to be able to resolve my personal issues. I don't understand why can you just charged the amount owned and give me the funds belonging to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33127
Submitted Via: Web
Date Sent: 2019-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A