Date Received: 2019-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I, XXXX XXXX XXXX, would like to request complete accounting history for Loan # XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good morning, I, XXXX XXXX XXXX, am requesting the accounting history for the Loan No:XXXX Thanks - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My personal information was used without my knowledge and because of several phone calls from creditors that did not belong to me, that prompted me to check my credit. According to XXXX and XXXX XXXX my personal information was exposed in both of their data breaches. XXXX, then confirmed that I was one of the individuals whose data was exposed twice this year alone. To date, I have noticed that there are several inquiries and credit accounts that were not requested by me were listed on my credit report. Ive filed an Identity theft report with the FTC and a police report. The FTC Identity Theft Report 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: 30046
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am following up on case XXXX. While the issue was once resolved, it has now resurfaced. Please read below. I refinanced my mortgage through XXXX XXXX. I closed on refinancing on XX/XX/2019. I was directed by XXXX XXXX to make my monthly payment to XX/XX/XXXXXXXX XXXX, their loan servicer. I made a monthly payment as well as two payments toward the principal. In total, I paid XX/XX/XXXXXXXX XXXX {$3500.00} between XX/XX/XXXX and XX/XX/2019. Of the {$3500.00}, {$1200.00} was interest, {$480.00} was escrow, and the rest went towards my principal balance Sometime in late XX/XX/XXXX, XXXX XXXX sold my loan to Suntrust. On XX/XX/2019, I filed a complaint against SunTrust through CFPB. The case number was XXXX. After several weeks of waiting, the issue was finally resolved in my favor with the {$1200.00} applied as of XX/XX/XXXX and my payment due XX/XX/XXXX applied as of XX/XX/2019. At this point, I thought the issue was resolved. On XX/XX/2019, I received three letters in the mail from SunTrust stating that the {$1200.00} of missing payment was transmitted to Suntrust from XXXX XXXX XXXX ( XX/XX/XXXX ) on XX/XX/2019 and that the order of payments had been adjusted to ensure the proper allocation towards principal and interest. On XX/XX/2019, I received an email from SunTrust saying the check for {$1200.00} had bounced. I called the SunTrust Mortgage customer service number and was told a stop payment had been placed on the aforementioned check. As of XX/XX/XXXX, my mortgage principal balance does not reflect the {$1200.00} paid to XXXX XXXX XXXX in XX/XX/XXXXof 2019. It also does not reflect the {$2200.00} I paid to SunTrust on XX/XX/2019. I spoke with XXXX XXXX in the Mortgage Payment Solution department who said she would ensure the XX/XX/XXXX payment was reapplied in the interim to ensure my account was not in default. As of XX/XX/2019, my mortgage balance is misstated as it does not contemplate the {$1200.00} I paid to XXXX in XX/XX/2019. The payment on made on XX/XX/2019 will need to be adjusted to account for the correct amount of principal and interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I had attempted to modify my Suntrust accounts in 2013 at that time I had never missed a payment, they would not look at a modification unless I was late, they suggested to miss a payment and then file the modification application and they would not report my credit file as a missed payment. I did as they said and now all these years later I see a missed payment mark on my credit file and want it corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXXXX/XX/XXXXI opened both a Checking and Savings account online with Suntrust. In order to open the accounts I transferred XXXX dollars and XXXX dollar from another bank. On XX/XX/XXXXXX/XX/XXXXI went to a local branch to add my wife to the account as well as apply for a credit card. We deposited XXXX dollars into the checking account from an account my wife owns with North Carolina XXXX XXXX XXXX XXXX NC XXXX account while we were there. On XX/XX/XXXX I was informed that my account had been closed and that I would receive a letter detailing why. I called and was told suntrust holds the right to close any account for any reason. The letter that followed explained nothing more than that. I received a letter saying that they were holding all funds for investigation and if any could be returned they would be returned. Both the XXXX dollars and the XXXX dollar checks were returned but the XXXX dollars was still being held. I called again and they stated that I should call the issuer of the checks to stop payment. I called NC XXXX and they stated that the checks had cleared therefore they could not stop payment. I called suntrust back to tell them the NC XXXX answer and was told that the money was not able to be released because they were holding it for possible reacquisition. I called NC XXXX to see if they could reacquisition the funds to speed up the process and they stated they could not. Suntrust is holding my money for no reason, it is unethical as I have never broken any laws or done anything wrong. I am no longer a client therefore in my book they have essentially stolen my money. We are a young family and I am XXXX XXXX therefore funds are tight. Please help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37918
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a primary residence loan with Suntrust Mortgage that originated in XXXX of 2015. In XXXX of 2015 I made an advance principal payment of {$70000.00}. Suntrust never recalculated my monthly payment nor my maturity date. Every time I call, the customer service representative acknowledges that there is a clear problem and transfers me to a supervisor. The supervisor then refuses to change the maturity date or monthly payment. Only offers to supply me with the amortization schedule. The amortization schedule reflects no change in my maturity date or monthly payment. In essence, Suntrust took {$70000.00} from me and refuses to make any changes to my account as a result. They are clearly acting in bad faith : hanging up on me, refusing to provide direct answers to my questions and failed promises to provide me with requested paperwork. Attached you can see my bank statement proving my {$70000.00} payment was received. Other statements attached show that my payments and amortization have not changed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX of XXXX, I took a XXXX dollar 84 month installment loan from XXXX XXXX through Sun trust INC. I used XXXX dollars of the XXXX loan to make purchases at XXXX XXXX. After making the purchase I received a coupon book with 84 payment coupons for a payment of XXXX dollars equal per month payment with my final payment is XX/XX/XXXX. Some months I made more than the XXXX dollars in an attempt to pay off the loan early and have paid off a substantial amount. To date, I have XXXX dollars remaining on the outstanding loan with on 30 of the 84 payment coupons remaining. XXXX/SUNTRUST Inc has reported to the 3 credit reporting bureaus negative information on this account stating that it was past due when In fact I am actually ahead on my payments. I would like your assistance in having these negative items associated with this account and companies removed from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Good Morning, As of today, XX/XX/XXXX, I was informed by SunTrust that my vehicle had been repossessed and that I would have to pay off the loan in order to get it before auction in 5 days. The amount they are asking for is {$4400.00}. My car was taken on XX/XX/XXXX, a Friday night, after I had dinner with my family and my son who was XXXX XXXX XXXX XXXX earlier that day, which had already caused stress in our family. I was told by the towing company that SunTrust has been taking vehicles at times where it was not valid, and that they were not longer able to see financials, only the orders. Due to the timing I was unable to contact anyone in the Repossessions Department until today, Monday the XXXX, after XXXX XXXX. Here are the pertinent facts as follows : - I became physically XXXX at the end of XXXX ( the XXXX ) due to a severe fracture of my ankle. I was physically XXXX XXXX XXXXk, or XXXX, for months. I contacted SunTrust immediately and was told I could get a forbearance which would extend the life of my loan. I agreed and your representative today told me it was valid. - Because of my XXXX I was unable to XXXX or collect my mail and I cohabitate with my husband and have a landlord who lives below us. Often times mail does not come, or is mistakenly taken by the landlord, or is lost in the shuffle. This occurred with the agreement I needed to sign so we did it again and I paid the amount due on XX/XX/XXXX ( {$29.00} ) - I was cleared for desk work and began working again full time on XX/XX/XXXX. Once I received my first paycheck that was not rent, I paid my loan payment in the amount of {$360.00} per usual. - On XX/XX/XXXX, my accounts with XXXX XXXX and XXXX XXXX XXXX were all compromised due to an elaborate fraud scheme. I was forced to deal with that, however XXXX XXXX and XXXX XXXX XXXX have sent written communication and continued to call me to get a work out. - At no point did SunTrust call me. - During the call on XX/XX/XXXX, I asked the CSR if that was all I needed to do at the time. She advised yes and that I wasn't due until next month. We ended the call on that note. - I am still physically XXXX, as well as XXXX, and was attempting to get out of a hole of debt. Despite this I made my payment ahead of time and believed I was doing okay as the call was not recorded as being an attempt to collect a debt once I verified my information. - After my car was taken, I was forced to wait and accrue fees beyond my control for the holding. I did call your customer service line around XXXX XXXX on Saturday, XX/XX/XXXX, and spoke with a CSR who was wildly misinformed. I requested a payoff quote over the phone for my own purposes. Then I was transferred to collections who I was told " could give me more information ''. This was untrue. - This morning, XX/XX/XXXX, I called to find out what needed to happen. I was put on hold and spoke with someone who I believe was named XXXX around XXXX XXXX. She did research and said " the debt is valid. Your payment didn't even cover anything past due. You are 65 days late. You need to pay the car off because it was repossessed once before and if you do not within 5 days it will be sold at auction. As someone who just had a child get XXXX XXXX XXXX XXXX, who just started a new job, who is still XXXX from a XXXX XXXX XXXX, and who did everything right to avoid something like this, I am appalled at how I was treated. I wanted to give SunTrust a chance to right this wrong, however all they've done is treat me with curt disrespect, misleading information, and hostility. I believe their practices are predatory to say the least and I am now in a very XXXX XXXX XXXX ( I am diagnosed with a variety of XXXX XXXX and am under a doctors care ) but yet I must keep working and now find a way to get my car back before I lose it. I am able to locate all discussions with SunTrust that I initiated. I know they record their calls because I have and do work in that industry. They also told me on XX/XX/XXXX they " did not '' have a complaint department, refused to escalate my call, and were rude and said they would " look forward to hearing from my lawyer ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I recently got a job in XXXX and in preparation of relocating there, I went online and opened an account at SunTrust bank. This was on XX/XX/2019. To fund the account, I authorized a transfer from my XXXX XXXX account of {$250.00}. I received notification that the account was opened and was welcomed " aboard ''. However, as I kept monitoring the account, the money from XXXX was never transferred in. I also tried to transfer money from my XXXX account, which didn't go either. I called SunTrust to inquire about what was going on, I was informed that my account had been closed and a letter would be sent. I also called XXXX and was informed by them that the transfer not going through was on SunTrust. So, I think " okay, I'll just wait until I'm physically in XXXX and actually go into a branch to open an account. '' On XX/XX/2019, I do just that at a branch in XXXX, XXXX. The woman whom I met with to open the account was very pleasant and did whatever she needed to do the re-open the account that had been closed. She said she couldn't see any reason why the account had been closed in the first place. Because I've never had any negative dealings with a bank before, I went ahead and trusted that all was well and I deposited money. I deposited {$500.00} from my XXXX account and, because I very mistakingly thought it would be safer in the bank than with me holding onto it, I also deposited a {$20000.00} check from my father. ( What a mistake that turned out to be. ) She put the {$500.00} check into a checking account and the {$20000.00} check into a money market savings account. A day or two later, I also transferred {$250.00} from my XXXX account and I transferred {$10000.00} from the savings account to the checking account because there is a minimum amount you have to have in the checking account to avoid fees. ( Again, I was just trying to do the right thing, unlike SunTrust. ) I am in the process of trying to buy a house in XXXX, so I wanted to get my account established so I could show proof of funds. On XX/XX/2019, I receive a call from the bank employee who opened my account. She was very apologetic and very upset and she informed me that, for some reason that no one would tell her, my account had been closed. Before calling me, she had tried to rectify the situation, but was treated just as badly as SunTrust treats its customers. She very strongly encouraged me to call to see if I could find something out. I called and, at first, was just told that SunTrust could close my account whenever they wanted and for whatever reason. Then I was told that I would receive a letter and would eventually be sent a check. After mostly being dismissed by this person, I asked to speak to her supervisor, which I was able to do. This woman was much more helpful, but also informed me that my account had been flagged and the fraud department was handling it. While I was on the phone with her, she also talked to the branch and the fraud department. Even after that, she could not give my any kind of helpful information. At this point, I told her all I wanted was to get my {$20000.00} back so I could move on with my life and purchase a house. She didn't mention anything about having to wait 5 days, she just indicated that a check would be sent to my address. This was an issue because, while I still own the house I was using as an address in XXXX, I am physically in XXXX and need the money sooner rather that later. She and my local branch both agreed that it would be no problem to have the check sent to the branch for me to pick up there. So I am thinking that while this is a horrible thing, at least I will be able to get my money. On XX/XX/2019, I call the branch just to check in to see when I might be able to pick up my check. The woman who opened my account originally said she and the branch manager had been calling and emailing ( none of their emails had been returned ) people to try to find out what is going on with my account and what can be done to get me my money. They are getting absolutely no answers either. I was encouraged to call the fraud department myself to see if they would tell me anything. I did this, and of course they were no help whatsoever. I again ended up talking to some sort of supervisor who ultimately just told me that they would have to wait 5 days from the last transaction ( I never even tried to take any money out of this account ). They would also need to finish whatever investigation they were doing. After they finish the investigation, it could be another 10 days before I am mailed a check. So, who knows how long it could be??? How are they allowed to steal my money like that? I understand it and think it is a horrible practice, but I am aware that they can close an account at anytime for absolutely no reason. Fine. I just want my money back. If there is something fraudulent going on with my account, shouldn't I know about it? Maybe they should ask some questions instead of just holding my money hostage. This is an outrageous and completely unfair practice and shows total disregard for their customers ' lives. They could quite possibly cause me to lose a house I have made an offer on. I have never done anything fraudulent in my life and have an XXXX credit score. I've always done things in a way to prevent something like this happening to me and it shouldn't be happening to me. At this point, I don't even care about answers, I just want my money!!! Please help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2019-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A