Date Received: 2019-07-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Generally, Suntrust has failed to timely respond to my disputes of merchant charges on this account, and erred by losing or mishandling paperwork. I submitted the following six disputes between XX/XX/XXXX and XXXX, XXXX ( a ) Case XXXX - XXXX XXXX - {$23.00} - filed on XX/XX/XXXX. ( *Merchant has refunded {$19.00} and remaining dispute is regarding {$4.00} shipping fee. ) ( b ) Case XXXX - XXXX ( suspected fraudulent merchant in XXXX, XXXX, who never had any intent of sending merchandise ) - {$100.00} - filed on XX/XX/XXXX. ( c ) Case XXXX - XXXX ( suspected fraudulent merchant who never had any intent of sending merchandise ) - {$99.00} - filed on XX/XX/XXXX. ( d ) Case XXXX - XXXX - {$9.00} - filed on XX/XX/XXXX. ( e ) Case XXXX - XXXX - {$33.00} - filed on XX/XX/XXXX. ( f ) Case XXXX - XXXX - {$18.00} - filed on XX/XX/XXXX. ( 2 ) As part of these disputes filed online, I attached several pieces of supporting documentation. ( 3 ) I waited several weeks and received no communication or notification from Suntrust regarding any of my claims. All this time, I believed Suntrust was working on my claims. ( 4 ) Suntrust claims to have sent emails to me requesting additional information on the date that each claim was respectively filed, but I did not receive them. I searched my email using keyterms and they are not there. I informed Suntrust on XX/XX/XXXX that their emails are not being received by customers and asked that this be looked into at a management level. ( 5 ) On XX/XX/XXXX, I called Suntrust and was informed they were waiting on me to complete six forms for the six cases. They emailed me the forms and agreed that I could bring them to a Suntrust branch to be faxed. ( 6 ) On XX/XX/XXXX, I traveled to the Suntrust branch in downtown XXXX and faxed all six forms. They provided me a confirmation number for all six pages being sent and received by Suntrust. ( 7 ) I still have received no communication or notification or provisional credit regarding any of these six disputes. ( 8 ) On today, XX/XX/XXXX, I called again to check on the six cases. I was advised that the forms were only received on five out of six of the cases and that if I did not submit the form AGAIN within a few days that the claim would expire! XXXX XXXX, supervisor, provided no solutions, despite me explaining to him that there have been two bank errors, including ( a ) the mishandling of my faxed materials and ( b ) the company 's failure to send notifications or requests for information. XXXX XXXX did not take any responsibility on behalf of Suntrust or even so much as apologize for any inconvenience caused or undue burden places on me as a customer. ( 9 ) Some of these merchants including the fraudulent merchant have been able to hold on to my money for literally months, and now Suntrust is saying it will take an additional sixty days to resolve the matters even though they are responsible for both delays. ( 10 ) On today, XX/XX/XXXX, I called back and spoke with XXXX who agreed I could email a photograph of the claim form. I emailed the form to her as an attached photograph and she accepted it for the case saying it would be satisfactory. ( 11 ) I asked for my claims to be escalated. She said she would forward the request but could not say either way. ( 12 ) I asked for the merchant " XXXX '' be investigated as a fraudulent merchant and to see if other customers have reported not receiving merchandise or responses from this purported merchant. ( 13 ) Suntrust makes it very difficult for customers to resolve merchant disputes, fails to communicate, seems to conspire to hold on to its customers ' money for as long as possible, has no sense of urgency, does not provide provisional credits, unnecessarily burdens the customer by requiring the same information online to file the claim and then in writing, does not seem to be concerned with its inability to send notification emails or properly process facsimile. ( 14 ) I filed a seventh merchant dispute with Suntrust recently and, just for the record, Suntrust is still not sending notification emails requesting documentation. I still did not receive one ; so the problem has not been fixed since I brought it up. Customers have to call in to check on their disputes to find out that Suntrust is waiting on documentation. Only then are they able to receive the form, when it is sent directly from the email account of a Suntrust employee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30314
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I filed a complaint with CFPB on Suntrust XXXX which Suntrust as usual denied claim and CFPB did nothing, since then Suntrust abrupyly closed my account I have no access to my funds and my funds are not returned they can not illegally hold my money they are Suntrust angry I filed a complaint with CFPB and I told them I would file a complaint with the Federal Reserve, Suntrust has XXXX American mangement I am XXXX they descriminated against me as well
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89048
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: At the beginning of XXXX XXXX saw an ad for a XXXX XXXX XXXX XXXX XXXX on a classified website called XXXX. I texted the number listed and talked to the guy selling the item in North Dakota. I told him i would pay for shipping as well. After going back and for on buying the machine i decided to buy it on the XXXX of XXXX. He suggested XXXX through XXXX to send him the money. I said ok, since he already sent me a video of the item and i talked to him on the phone to arrange the payment. After i sent the XXXX via XXXX, i tried to arrange a shipping date. He kept making excuses on why he was not going to be home. He even said he damaged the machine a bit while moving it and so on. I thought i had a date finally set, but then he had another excuse come up and was not able to be home. With 2 weeks already gone by, i finally said give me my money back. He never contacted me back after i wanted to get my money back. I contacted my bank and submitted a report in to my local police who should have contacted the police in XXXX North Dakota. I am including the transaction number of the XXXX transfer and all my text messages. I also have the negative response to my request with Suntrust bank to get my money back. My Bank said they could not do anything since the Moneytransfer went through. This does not make sense to me because it is not the matter of the money transfer actually working, it is that it was that i never got the item i was paying for with the money transfer This is a simple case of Fraud and i thought i was protected form that with my Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I went into the sun trust bank and talked to XXXX regarding my dad being deceased. I told him just informing them of deceased he called the mortgage department and than started demanding payment from me ... I told him I have no money I am not taking responsibility of debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My identity was stolen and several accounts were opened fraudulently under my name. My checking account was compromised and money was taken. Ive had to close and open new bank accounts. Ive requested that these accounts be removed from my credit report and I have been unable to have this request fulfilled. For example XXXX XXXX XXXX is reporting a account that is not mine on all 3 of my credit reports. For example I have disputed this with the credit reporting agencies and they advise that the creditor states the information is verified but neither the credit reporting agency or the creditor will provide any information other than saying they have verified the account. I have disputed this several times with the credit reporting agencies and have received no actual data to verify this or other accounts that were opened without my knowledge. Every dispute is closed stating the creditor verified the information but I receive absolutely no documents to prove this is my account. I will be suing soon.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90720
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Lost or stolen check
Subissue:
Consumer Complaint: WHEN CHECKING ON A NEW ISSUE [ XXXX XXXX XXXX XXXX ] TRANSFERS I CAME ACROSS ANOTHER FROM XX/XX/XXXX [ SUNTRUST ] ... THEY STATED THAT THEY HAD INDEED CLOSED MY ACCOUNTS AND REFUNDED MY FUNDS .... SADLY [ ..AS I JUST DISCOVERED TODAY XX/XX/XXXX ]. i HAVE NEVER RECEIVED THOSE FUNDS FROM SUNTRUST ... WHAT HAPPENED TO THEM! I NEVER RECEIVED NOTIFICATION FROM THEM VIA E/M OR USP MAIL THAT THEY WERE REFUNDING MY FUNDS THEY STILL HAD. WHAT HAPPENED TO THOSE FUNDS. ... IS IT TOO LATE [ TIME LIMITATIONS ] TO EVEN REQUEST INFORMATION OR CONFIRMATION ... I ( XXXX XXXX NOR MY DAUGHTER XXXX. XXXX ] HAVE EVER RECEIVED THOSE FUNDS. SHOULD SUNTRUST SHOW PROOF ... CHECKS WERE NEVER RECEIVED NOR CASHED! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33705
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I attempted to deposit two checks through SunTrust 's mobile deposit on their app on XX/XX/19. I was immediately notified of a hold being placed on one check, a personal check. For the second check, a cashier 's check, I received an email saying it would process on that same date, XX/XX/19. My account was frozen the next day and with no notice to me. I called them the following day, XX/XX/19, to inquire why I could not access my account and they told me it was under review and that they could not disclose any other information but I should get a letter in the mail. The next letter I got in the mail was in reference to the two checks and it told me those funds were both subject to hold but would be available on XX/XX/19. On XX/XX/19 I called again to find out the status of my account and was told it was still under review. I spoke with someone on XX/XX/19 who informed me my account was closed and they had mailed a check with my balance and that balance did not include the two checks that I had attempted to deposit through mobile deposit. I was told those checks were still on hold because of suspected fraud and they did not have a time those funds would be released but it could be months later. I asked them to attempt to get a better idea of how long it would take and she said she would try to pass that request along. I called again on XX/XX/19 to see if there was an update on my two checks and there was not. Also this supervisor told me this could take up to a year to resolve and once this had been passed on to the fraud department it did not have to be within the 9 days laid out by the Expedited Funds Availability Act. These two checks are under {$1000.00} each and it has been 17 business days since my attempted deposit and 11 business days after they said the funds would be available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Suntrust bank took my money, discriminated against me and my family as well as using discriminatory tactics in our business encounter. They let my XXXX wife access my personal account deposit a check as well as make a withdrawal from my account. Same type check that they closed my account as well as tell me theyre breaking ties with me and im bad for business. At least thats the way i took it especially when SUNTRUSTS reason for their actions was '' They had confidential information that my check was no good .... that was XXXX. ITS XXXX now. Oh and please let me touch on miss you dont need your money back XXXX XXXX. She stated that she worked for Consumer Financial Protection Bureau, Well. I ask miss XXXX WHO are you protecting ... .. Miss XXXX XXXX said she Respectfully decline my requests.All of Suntrusts disclosures say they may and will put a hold on checks and what have you but there disclosures say they wont hold the item for more than ten days. I have XXXX children under the age of XXXX, and I promise you miss XXXX that my chlidren can not eat that XXXX. Your Fraud departeent said that there was nothing wrong ... ... ... ... HHHeeeLLLooooooo
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with suntrust bank. My home was damaged during hurricane XXXX. It took me 8 months to receive a settlement from my insurance company. The check in the amount of {$100000.00} ( approx ) was made payable to myself and suntrust bank. They have been holding these funds since XX/XX/XXXX. I have spoken to them almost everyday and every day they have an excuse as to why they will not release these funds to me. Everyday they have another new policy or a policy change that must be met before they can release funds. On their loss mitigation page it clearly indicates the steps to follow and the timeline to receive funds. But in reality this is not true. They claim they process documents within 2-3 days and release funds up to {$40000.00}. But when I speak to the representative they say that it not true despite it stating so clearly on the website. I believe Suntrust is deliberately withholding payment so they can hold this money and coll3ct interest for their own enrichment. We are senior citizens and I feel they have deliberately altered their process to make it so difficult so that no matter how we try we can never comply with their demands Myself and my XXXX XXXX XXXX husband even went to a branch and had the branch manager call and speak to a representative, send over the required documents, have thT representative tell the bank manager a check would be sent out the next day only to call the next day and have another rep. Tell us that was not true. That manager at the XXXX GA branch spoke with XXXX XXXX who said to call him back the next day. We did and he wasnt there. I have left messages for him but he has never returned my call. I believe that Suntrust bank is preying on us as elderly clients to purposefully defraud and confuse us. Not to mention hold onto our funds unjustly. After all we have been through with a natural disaster to have suntrust bank add to our difficulties in this matter is disgraceful
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2019-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2019 my ID, social security card, Suntrust Bank card, XXXX card secondary cell phone, and my student ID were removed from my purse. I did not realize the items were taken right away. I only noticed the missing phone. Once I realized that the items were gone, I reported it to my financial institution, Suntrust Bank, and XXXX XXXX XXXX XXXX immediately. XXXX handled my claim accordingly and closed my account promptly once it was clear that my account was being hacked. I was pleased with the resolution and prompt response. Meanwhile, a fraudulent check was deposited into my Sun Trust account at an ATM machine. Strangely, the check cleared on the day that it was deposited. Normally, checks take up to 24 hours to deposit when they are done inside of the branch. This MOBILE DEPOSIT cleared on the SAME DAY for {$5000.00} ( as it is stated on the final statement ). I have asked my bank to locate the machine to help me pursue charges and assist with the investigation. I have not been able to obtain the location of the check deposit. Two fraudulent transactions were made on my account in the amount of XXXX and XXXX. Suntrust Bank is trying to hold me accountable for the deposit and transactions. On XX/XX/XXXX of 2019, I visited the local branch immediately after replacing my phone and noticed strange e-mail notifications regarding my Sun Trust account. I also visited the Suntrust branch a second time on XX/XX/XXXX. Both times I was advised that an investigation was taking place. I called and spoke to the fraud department on XX/XX/2019, XX/XX/2019, and XX/XX/2019. I later received a letter in the mail notifying me that I would be held liable for the fraudulent activity. I asked Suntrust to help me understand how I was being held liable. I was advised that because my pin number was used that I was responsible. I continuously called the branch to obtain the location of the ATM deposit and to obtain proof of the fraudulent transactions. I received a copy of the fraudulent check in the mail along with a letter stating that I was responsible. Sun Trust notified me that the check was a mobile ATM deposit. However, they are on able to provide me with a location of the mobile deposit. Also, the check is signed in the endorse here section ( for in bank deposits ) and not the mobile or remote deposit section. Therefore, I have reason to believe that the information being provided to me has not been thoroughly examined. The transaction descriptions have been deleted from my bank statement and indicate only that a paid item was purchased. When I visited the local branch on XX/XX/2019, I was advised that {$3000.00} was spent at XXXX. However, it says paid item As if someone with access to bank details has deleted the actual transaction details. I was also advised by the SunTrust officials That {$1000.00} was sent via XXXX. This particular transaction is also listed as a paid item on my final statement. All of my authorized XXXX transactions appear clearly but the details of the fraudulent XXXX remarks are not stated. I am unable to pursue an investigation without knowing the location of the ATM deposit. I have been advised that charges have to be processed and filed in the county in which the activity occurred. Sun Trust Bank is not helping me to resolve this issue. I am currently being held responsible for {$4000.00} as a result of a fraudulent {$5000.00} check. I am unsure about the factuality that this was a mobile ATM deposit. the check is signed as an endorsement and the location of the ATM deposit is being withheld from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30122
Submitted Via: Web
Date Sent: 2019-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A