Date Received: 2020-01-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2019, an unauthorized purchase was made using my joint checking SunTrust Checking Debit Card account with on XXXX. An XXXX Laptop was purchased in the amount of {$1600.00}. Subsequently, my rent bounced in my account due to insufficient funds resulting from this purchase. I have appealed to both XXXX and SunTrust concerning this purchase. I am unable to get any details concerning where the item was shipped or who received the item, although XXXX did indicate that an unauthorized party used the card. I have filed a police report in XXXX County ( XXXX XXXX ), and the XXXX account has been closed. I spoke with SunTrust Fraud Assistance Center concerning this matter and my claim was denied. I am not in possession of this laptop and need the amount fraudulent taken from my account returned to pay my rent and support my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30340
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SunTrust 's letter dated XX/XX/XXXX adds another violation to various federal and state laws and regulations. Again, you are violating the order and instructions contained in United States v. SunTrust Mortgage , Inc. ( XXXX ) Case XXXX, too. SunTrusts interests actively rests in its liability for all fraud and violations from XX/XX/XXXX to XX/XX/XXXX, plus the continuing deception since that time. The matter is not closed as the statute of limitations remains active for various violations. Again, you knowingly and willfully avoid responding to the pertinent violations below. Your comment that the appraisal used when you purchased your home supported its purchase price reveals the negligent and criminal activity. In fact, SunTrust employee, XXXX XXXX XXXX XXXX, confirmed the inaccurate valuation through her validation that cost approach was used on new construction in a volatile market, a blatant violation of FDIC rules. Again, SunTrust confirmed this valuation fallacy. Please refund my {$150000.00}. The mortgage balance in all the accounts history was inflated in several instances including, but not limited to, the XXXX complaints, XXXX XXXX loan modification offer, and XXXX foreclosure proceedings. The inflated mortgage balance occurred due to the uncorrected mortgage issues based on the following illegalities, fraud, and/or violations : 1. Appraisal was illegal. You possess the document that clearly shows the illegal conflict of interest. Because the appraisal was illegal by the SunTrust Mortgage broker, the real estate contractcontaining an appraisal contingency -- and subsequent mortgage note was null and void. An appraisal performed by the spouse of a SunTrust Mortgage broker is fundamentally, technically, and outright illegal. SunTrust only confirmed he was licensed. This mortgage fraud and violation should have voided my mortgage in XXXX. SunTrust Mortgage failed to take appropriate action. 2. Cost Approach used in valuation violated FDIC policies. Illegal appraisal was based on cost approach in a volatile market that is prohibited by the FDIC. XXXX has NEVER provided supporting evidence about its valuation to justify the mortgage balance. NEVER once. 3. Economic Depreciation is missing from appraisal. This section was blank and should have reflected the market volatility. 4. Comparables were flawed. Evidence was provided to show that comparables were flawed. SunTrust Mortgage has NEVER substantiated the valuation and appraisal legality. Failing to resolve this matter in a reasonable and equitable way is a violation. Failing to respond to what you believe is a closed matter will only continue the mounting violations of concealment. Just because SunTrust arrogantly suggests the matter is closed is a moot point. Truthful answers, transparency, and a reasonable resolution close this matter. Please be advised that under the Fraud Enforcement and Recovery Act of XXXX ( FERA ) and False Claims Act ( FCA ), SunTrust Mortgage is obligated to address its mortgage servicing and fraud violations for XXXX ( XXXX ) years. All the information above is provided and reported to the best of my knowledge and ability. Any errors or omissions are accidental or unintentional.
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: 2020-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My bank Sun Trust called me on the XX/XX/2020 to inquire if I knew about multiple transactions on my account, I told them I wasnt aware of such transactions and they said they were going to investigate the fraud! I waited till today XX/XX/2020 I eventually went straight to the bank today so I could withdraw my daughter whos in College money, the bank told me they were still investigating the case, when I got home I called the customer service by name XXXX XXXX, and he told me the case was denied that he would send me the denial forms to re-file another claim that this was going to take 5-7 business days, please help me out! Not only that my daughter in college money is involved, I equally take care of other children from there and I have a XXXX year old baby, a XXXX, and a XXXX years old that are depending on me to take care of please I need help to get my money from Suntrust Bank. The transactions were as follows : sent to world remit {$480.00} sent XX/XX/2020, {$240.00} sent XX/XX/2020, {$200.00} sent XX/XX/2020, XXXX sent XX/XX/2020 the only money reimburse was {$210.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: 30253
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Suntrust Bank soon to be Truist charged {$38.00} do a {$4.00} transaction. 4 transaction each charge was {$38.00} each. That's a rip off. How can you charge {$38.00} to clear {$4.00} {$38.00} to clear {$10.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: One of my checks was intercepted in the mail and partially washed and passed off at XXXX XXXX XXXX for {$11000.00} and cashed. I discovered the problem XX/XX/XXXX. I Moved most of the money out of the account into a new account and I have been waiting ever since for my financial institution to make it right. I have probably called 20 times to the institution to try to get an update and they just tell me its under investigation and refused to give me any more information. XXXX XXXX XXXX knows who committed the crime, when they did it, where they did it, and what the amount was. My bank is SunTrust and has given me very very little customer service. The firstPhone call they made to me was over 40 days after the incident
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have a DDA account with SunTrust Bank NA, now Truist. I observed a pair of unauthorized charges on my account dated XX/XX/2020. I immediately contacted the bank and disputed the items. Soon thereafter, the bank credited me back for both amounts. The bank provided also provided me with a new debit card, however they appear to be using a system called Mastercard Automatic Billing Updater which basically fed my new number back to one of the companies who submitted the original fraud charge. Thus, my replacement card is also no good. One of the companies behind the original fraud charge later submitted another charge ( with the new debit card number ) for some type of membership fee. I am now left with no ability ( other than a personal check ) to purchase things like groceries and gas. The bank does NOT provide me with the ability to opt-out of Mastercard Automatic Billing Updater, which I find to be an unfair practice. I don't understand how a bank could be allowed to perpetrate fraud by providing the new account numbers back to a merchant for whom I affirmed to having never ever having a business relationship with. I am considering taking legal action against the bank as well as the merchant who submitted the second charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have filed several dispute regarding merchants in the past and each time this institution refuses to credit my account pending an investigation and the disputes are denied in the end. The same person investigates the complaint and request information that is impossible to obtain. The most recent dispute was regarding a local XXXX XXXX that served under cooked hamburgers. I followed the direction on the receipt and called the number on the receipt on XXXX XXXX ( XXXX ) -XXXX. I left a voicemail. I called again on XXXX XXXX and XXXX was told someone would be contacting me so I would receive a refund. When I was not called, I called back two times for a total of three. When I did not receive a refund I filed a dispute XXXX XXXX. SunTrust sent an affidavit on XXXX XXXX I signed and returned it. When I did not receive a credit I called and found the same person XXXX requesting additional information. I sent the additional information which was question did I return the food and what date did I return it. I feel it XXXX would have called the merchant investigating and read the dispute I filed it would know I did not return the food. SunTrust is a difficult bank for me to file a dispute as I do not feel it follows the rules for disputes. The rules for its disputes are not published nor provided at the time of filing a dispute. A consumer like me is left in the dark depending a perhaps biased investigator. I feel that this investigator is not and has not worked in my best interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2018 ; I was defrauded out of {$19000.00} by SunTrust Bank XXXX customer XXXX XXXX, acct # XXXX in XXXX, GA. This individual scammed me by leading me to believe he wired an overpayment of {$20000.00} to my XXXX XXXX acct. This was done by hacking my computer and fraudulently transferring {$20000.00} from XXXX of my XXXX XXXX accounts to another making it appear that the overpayment was legitimate. I subsequently wired {$19000.00} to SunTrust Bank customer 's acct. at his request. I received an alert from XXXX XXXX that an account transfer was made between two of my XXXX XXXX accounts. I notified XXXX XXXX immediately of the fraudulent/unauthorized transfer. I asked XXXX XXXX to recall the wire transfer and to notify the SunTrust Bank branch in XXXX, GA that a fraud had occurred and to freeze the receiver 's account at SunTrust Bank. Both XXXX XXXX 's and SunTrust Bank 's fraud department were notified within an hour. I called SunTrust Bank and their fraud department but could not find out what was happening to stop the funds movement. SunTrust Bank would not tell me anything that was going on, nothing about their customer, or if there was any funds in the account. The next day I gave a police report to the XXXX XXXX police department. Their investigator told me the SunTrust Bank Customer used an address of an empty lot in XXXX so there was no way to find this scammer. SunTrust failed to recover the funds, made no effort to recover the funds, or investigate the fraud. SunTrust Bank facilitated the scammer by opening an account without properly vetting the customer and did not adhere to bank regulations requiring Knowing Your Customer ( KYC ). Banks have the responsibility to protect consumers against fraud. My efforts to get SunTrust Bank to recover the funds were futile. Therefore I am requesting SunTrust Bank 's reimbursement of the lost funds, {$19000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: For my account ending in XXXX, SunTrust looked into my recent claim and told me to identify the exact transactions that were fraudulent. I now have the exact amounts and dates so Ms. XXXX XXXX can file the claim on my behalf. I called and they told me they can not find the transactions listed and I have to have someone in the corporate office do it for me. The following transactions were NOT authorized, I am unsure who did them and they occurred when I was overseas : XX/XX/XXXX {$930.00} Electronic/ ACH Debit XXXX XXXX XX/XX/XXXX {$790.00} Electronic/ ACH Debit XXXX. XX/XX/XXXX {$1100.00} Electronic/ ACH Debit XXXX XXXX XX/XX/XXXX {$330.00} Electronic/ ACH Debit XXXX XX/XX/XXXX {$1000.00} Electronic/ ACH Debit XXXX XXXX XX/XX/XXXX {$1500.00} Electronic/ ACH Debit XXXX XXXX XX/XX/XXXX {$790.00} Electronic/ ACH Debit XXXX XX/XX/XXXX {$900.00} Electronic/ ACH Debit XXXX XXXX XX/XX/XXXX {$550.00} Electronic/ ACH Debit XXXX XX/XX/XXXX {$2200.00} Electronic/ ACH Debit XXXX XXXX XXXX XXXX Web Pmts XX/XX/XXXX {$790.00} Electronic/ ACH Debit XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I mobile deposited a cashier 's check in the amount of {$2400.00} to my SunTrust Checking Account. I later recieved a Notice of Hold letter with the available date of XX/XX/XXXX. On XX/XX/XXXX, the funds weren't available, I called customer service and was told my account was closed and further review of the check was necessary with no timeframe given. I called again in XXXX and XXXX of XXXX and was told no information was available other than the check is still being reviewed and to try calling back in 30 - 60 days. I called in XX/XX/XXXX and was told I needed to contact the issuing bank and request they send SunTrust a Hold Harmless Letter, verifying the check was indeed issued to me, in order for the funds to be released. I contacted the issuing bank on XX/XX/XXXX who informed me that the funds were in fact collected from SunTrust for that cashier 's check on XX/XX/XXXX. I was also told that, the process for requesting a Hold Harmless is to be initiated by the requesting institution. So, in this case, Suntrust would need to directly contact the issuing bank to request further verification, which there is no record of any attempts being made by SunTrust to do so. I've tried to relay this information to SunTrust but the representatives aren't knowledgeable enough to help and I'm told there's no way for me to speak with an actual banker to resolve this issue. Again, this was a cashier 's check, which are guaranteed funds, that could easily be verified with a simple phone call to the issuing bank. Its been almost a year since I made this deposit and the funds have long since cleared. SunTrust has violated my rights as a consumer with this 'indefinite ' hold, even after the check has been paid with no evidence or probability of reversal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92868
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A