Date Received: 2019-08-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My mother opened an automatic roll over certificate of deposit with XXXX XXXX in XXXX for $XXXX with a 5.21% interest rate, the bank was bought out by suntrust. Suntrust has record that the cd went dormant in XXXX but can not tell me what happened to the money because the account is so old the money was not sent to the state lost funds. I have the original cd
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33712
Submitted Via: Web
Date Sent: 2019-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: A hard credit inquiry was performed on XX/XX/XXXX without my consent from a company called XXXX of XXXX, Texas. Their current phone number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2019-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In XXXX of XXXX Suntrust bank made on-line system changes the merged their Mortgage accounts into the same on-line portal that is used for checking account. Starting in XX/XX/XXXX when I took out my mortgage with Suntrust I was eligible to have my checking account fee waived so long as I maintained a minmum daily balance of all combined accounts of {$25000.00}. My mortgage account had well more than that averge daily balance. IN XXXX, XXXX and XX/XX/XXXX, after never having been charged a fee I was charged {$25.00} maintance fees for my checking account. ON our about XX/XX/XXXX I spoke with a representative at Suntrust, who said that the fee was charged in error, that because of the system change my account was not properly linked. I was never notified by mail or electronically of this system change or that any action was required to ensure the fee would not be charged. I was refunded the {$25.00} fee and the representative linked my account. In XXXX and XXXX I was again charged the {$25.00} maintenance fee for my checking account. On XX/XX/XXXX I again contacted Suntrust, this time the story changed. I was informed by the representative that ones mortgage account no longer could count towards the {$25000.00} minimum balance fee waiver for signature checking accounts. The representative could not identify when this change occurred or explain why if that was the case I had been receiving a fee waiver for four years. I was refunded ( after a little back and forth and being elevated to a supervisor ) the additional fees I was charged. The supervisor also informed me they do annual checks of all accounts to ensure proper fees are being charged and perhaps in XXXX, which would have been an annual anniversary they saw I was not being charged the fee I should have been. To the extent I had been receiving the fee waiver by accident, at the very least Suntrust should have to notify me of that fact and tell me actions I could take to avoid the fee. I have looked back through my correspondence, which I receive all electronically, and I do not have any notification at anytime over the past four years and certainly not in the past four months when these fees were being charged, that my account was no longer eligible for the fee waiver. The supervisor said that there should have bene a note on my monthly statement. There was no note indicating that there has been a change to my fee waiver status. And perhaps even more disturbing when I commented to the agent that even if there was a note this is the type of thing that should not be buried on a statement as I don't always check them since I review everything via the on-line portal. She agreed and admitted she never actually reads her statements. In light of the XXXX XXXX XXXX merger with Suntrust this behavior by Suntrust is very concerning and if this has happened to me I can only imagine the same must have happened to others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2019-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: This is in reference to more a visa debit card not credit card..on XX/XX/2019 i entered suntrust bank on XXXX XXXX XXXX XXXX, XXXX, ga XXXX to get a cash advance off my visa debit card..the teller refused to issue funds to me even though i had proper i.d.drivers license and additional i.d . and funds where available..im not a customer of suntrust but just needed the funds issued to me..they told me i could use the atm and get the funds but atm only issues out a certain amount and i need more than atm allowed..there excuse was they only do advances on pre paid cards which is rediculous ... i have worked at banks before and never heard of such a practice they stated was there policy..for one its an unfair practice ..i cant receive funds from teller but i can go the atm where i will be charged fees.. next i have gone to other suntrust bank where i had no problem at all and they issued funds to me so how can one bank issue funds and another not ... this bank is not following banking guidlines or picking and choosing who they issue funds too..suntrust bank at XXXX XXXX XXXX XXXX, XXXX, ga XXXX issues funds to me in the past with no problem but suntrust bank at XXXX XXXX XXXX XXXX, XXXX, ga XXXX doesnt follow same guidlines
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I called SunTrust bank this morning at XXXX est. I had an issue where I can funds available for a transaction and positive balance after the transaction. I was charged {$36.00} NSF fee and called to discuss with bank. I talked to a agent ( XXXX ) provided my issue as to what my online/app is reporting as activity, and the agent told me that this is not what is showing on her system, and offered to send over screen-print to have reviewed. I informed that not the consumer issue if their system reflects something different that the online system, we as customer rely upon our access to know what is available. The agent informed that due to a courtesy waiver was already completed in XXXX that she could not assist, and that this is all that she could report. The agent and myself did not meet an consensus about the final results and I asked to speak with a supervisor. Supervisor Mr. XXXX came on the phone, and informed of the same concerns. I was told the same information, and offered yet again to send over screen prints of the transactions, and the Supervisor bluntly was dismissive and when could not reach an agreed upon consensus I asked Mr. XXXX to transfer me to his manager, and told refused, and told understand if no one was available that he could take down my number and have them to return me a call. The Supervisor refused to escalate the call, and have a manager to return my call, citing my warranted and that I could place my concerns in writing, which is what I'm doing here. I do not agree with the bookkeeping of SunTrust, and not willing to accept information to make a fair assessment of my concerns or complaint. I was informed to place my issues in writing. the supervisor was rude, and dismissive and not customer oriented to assist the consumer. the form says that the NSF charge is for the fee of {$6.00} XX/XX/2019 when it was clearly a positive balance after the charge listed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the XXXX of XXXX, I deposited a check for {$3000.00} to my Suntrust Savings account. The check was from my personal XXXX account. The check cleared and the money was deposited in my Suntrust account, however the very next day my Suntrust accounts were closed by Suntrust and placed into fraud review. I called Suntrust customer support on multiple occasions to address the concerns. On every occasion I was told I couldn't be helped and to wait and see what the fraud review was all about. I went to address this problem in person at my local branch, XXXX XXXX SunTrust Branch. XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX, VA, both the customer service representative and the branch manager tried to help obtain more information about the case and I was told they cant help. I provided both the customer service representative and the branch manager, copies of the deposited check, XXXX XXXX statements showing the funds were withdrawn, and Suntrust statements showing the funds were deposited and I was told again, its a fraud case and there is nothing that can be done or that I can do. Its been about 5 months without any clarification or mention of when I will obtain my funds. I've spoken to XXXX and they said if it was fraud, Suntrust would never have deposited the check, and if they were investigating it, that the investigation would not last more than 30 days. The local branch echoed the same information XXXX told me too. I am unsure what to do now. The management of this case has been mind boggling and we still have no answer. At this point in time I believe Suntrust has not acted fairly or been clear about the suspected fraud even when provided all the material evidence : deposited check, bank statements and pay stubs from the U.S. Department of State. In addition, I believe this is an act of discrimination that can no longer be tolerated. Suntrust has not only withheld my money, but has also caused significant stress on my financial standings by closing my accounts, freezing my money and demanding payment of credit cards even though the bank has frozen my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX It's 12 hard inquiries on my credit report is not mines how do I remove them from my credit report. Email address XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20903
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust is making it very difficult for a consumer to remove the escrows from their mortgage. The department who handles the escrows is a phantom department you can only communicate with via fax. They say it takes 2 weeks for someone to contact you. No-one ever does. One has to call back to get answers. The big issues is they will only remove escrow once the loan to value ratio of the property is 80 % but the value they use is the price of the home when it was first purchased which is not representative of the current value of the home now given market appreciation. This does not make any sense, if the home values where lower than when one first bought the home I bet they would not do the calculations based on the purchase price of the home. I am pretty sure this is a violation of consumer rights and protection laws. This even applies to consumers who want to have their PMI 's removed. In that case the consumer would be tied to the PMI until their loan is actually 80 % of the value of the home which given real estate market fluctuations this could very well play out to the detriment of the consumer who may not be able to remove their PMI 's for a very long time. They are clearly manipulating the law and using the rules to their convenience and controlling our money in their escrow accounts. If they are making it difficult for consumers to remove their escrows in good financial times with a healthy real estate market, they can cause home owners to lose their homes during harsh economic times because they are tying the escrows to the mortgage and not allowing the homeowners to remove them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My bank closed my account when I deposited a check on XX/XX/2019 after calling them multiple times they were very rude and aggressive to me, I never thought SunTrust bank would have been so nasty to anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a conventional mortgage with Suntrust bank originated at 90 % LTV requiring PMI at {$100.00} per month. I recast my mortgage with Suntrust bank by making a one time payment that brought my LTV ratio to 45 %. Suntrust did not automatically remove my PMI as required by 12 USC 4902 ( e & f ) and continued to charge PMI. I spoke with a customer service representative who indicated that I needed to request PMI removal in writing. Though federal law does not require it, I requested PMI removal and a refund of the 4 months of PMI collected in violation of the law. Suntrust replied that my PMI was cancelled and refunded the partial payment for the balnce of the month requested. I followed up with a request for a refund of the previous 4 months of PMI collected after the loan was below 78 % LTV. My attorney has also requested a refund of the PMI. Suntrust has so far refused to refund the {$400.00} I am due. After researching similar issues on this website, this seems to be pervasive for Suntrust to illegally collect PMI in violation of federal law. The consumer finance investigator may want to look into whether Suntrust is not removing or refunding PMI purposefully and behaving in a predatory manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19083
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A