Date Received: 2019-06-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I brought items through XXXX from under my SunTrust account and never received it. Come to find out the person who was selling me the items was fraud. He deleted his site and now the phone number I have is cut off. I called my bank because I used XXXX through them once so I felt as if it was safe and I was protected especially since I used it through my bank app. My transaction has the person name and all that I sent it to so im not understanding why they cant dispute it. It was a transaction for XXXX dollars and another for XXXX dollars that's too much money for me to just throw away like that. This transaction was made on XX/XX/19
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31405
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was selling some furniture on the website XXXX. I was sent a check to pay for the bed I was selling and for shipping the bed to the recipient. I deposited the check I received into our checking account at Suntrust bank on XX/XX/2019. I called the bank on XX/XX/2019 and was told the check had cleared and funds were available as well as verifying on e-banking. I used XXXX to send {$1000.00} to Ms.XXXX XXXX of XXXX, VA as I was under the impression Ms. XXXX was the mother of the person buying the bed. On XX/XX/XXXX, I sent another {$1000.00} to Ms. XXXX after calling the bank and again confirming the money was in our account. I was asked to send another {$500.00} of the money to Ms. XXXX. On XX/XX/XXXX after funds had been sent we were notified the original check I deposited had been returned to Suntrust for insufficient funds. The original check was for {$2800.00} and Suntrust charged us {$36.00} for insufficient funds in our account. We filed a police report with the XXXX Police Department on XX/XX/XXXX at the XXXX XXXX Precinct at XXXX XXXX XXXX XXXX, XXXX GA XXXX complaint # XXXX We feel Suntrust has a fiduciary responsibility to protect us by confirming reliably the validity of the check clearance
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Every time I look I get a hard inquiry from SunTrust. I never gVe them permission to do an inquiry except initially when I first started. I cant believe how many time I got hit with these. I even ask when they called me up and offered me more funds if there would be a hard inquiry and the lady said no. I am very upset with this. Also I am a little behind on bills due medical leave leading g to terminate on XX/XX/2029. Just recently started a contract job Monday before last to catch up Help!!! No more inquiries from this lender! They havnt even told me about a single one!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65807
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Approximately between XX/XX/2019 and XX/XX/2019, I noticed suntrust has been manipulating transaction to occur over drafts fees, they will re arrange transaction in different orders and sometimes not posting old transactions in the order of purchases that they occurred, Sun-trust will occasionally not debit my account when i make a purchase, so when i log in to my account it will appear i have plenty of funds to use. I also noticed when i made several direct electronic payments to cover my balance, Suntrust would not post those direct deposits as if i never made them, i believe they did this to have my account overdraw and then after it has overdrawn they will allow my electronic payment to go through days later, i did call Suntrust about this issue, then i was told it will be corrected. but this continued to happen. On XX/XX/2019 i was hit with 5 over draft charges in 1 day each of those charges are {$36.00} totaling {$180.00} in 1 day of overdraft fees. Which is due to their fraudulent tactics. Suntrust is committing fraud, by manipulating transactions to occur overdraft fees and i'm a victim along with others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: My business debit card was used fraudulently several times on XX/XX/2019. Twelve points of sale transactions were made back to back from XXXX XXXX IL in amounts between {$85.00} and {$110.00}. ATM cash withdrawals of {$500.00} and {$300.00} were made from what I believe to be the location of XXXX XXXX. The possible transaction numbers were XXXX & XXXX. No stops were placed on the account during this time. The fraudulent activity contact number is only available Monday- Friday. I called Monday morning to report the issue. The account was originally credited the amount after over a week without access to funds. The claim was then denied based on inconsistencies during the interview process which occurred over the phone and that no error occurred. Date of denial was XX/XX/2019. My claim did not change. Everything I told the representative was that my card/information was stolen and that I did not authorize any of the transactions which were identified upon reporting the original claim. The bottom of the denial notification letter stated that I ... have the right to request a copy of any documents that were used in decisioning your claim. I reached out to the bank on several occasions to try and better understand the meaning of this denial. Each time met with faulty information and false assurances that more information would be sent via paper mail. I have yet to receive any documents which they claim to have used to decide the outcome. I filed a rebuttal. Listing the same information/facts as I knew them. Date of submission was XX/XX/2019. The rebuttal was met with the same results and lack of clarification/information. It became apparent that the decision to deny this claim came down to one person. That person apparently has no accountability, can not be questioned/contacted, and is not required to provide information/clarification of their decision. Feels like the bank is taking advantage and is NOT there to protect my interests and account security/well being.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-24
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have an ongoing issue with Suntrust Bank attempting to close my savings account, which they refused to do. They also refused to give me any explanation. It all started on Friday, XX/XX/XXXX, when I found out I could not log onto online banking ( which I have had for 10 years, I have been a customer since I was a kid ). I was then directed to call their call center. I called, and after entering the last 4 digits of my social security number and pin number for the account ( which were all verified ), I spoke to a representative. She asked for a " valid phone number that can send or receive texts to receive a verification code. '' I provided the number, which I happen to be calling from. I was quickly told it " failed the verification test. '' I asked what it meant to fail the verification test. She told me that because I failed the verification test I had not other option then to visit a branch ( I can not visit a branch because I live in New York and the nearest branch is in Maryland ) I then insisted on talking to a manager. I got XXXX of their XXXX Florida Call Center ( XXXX ). She presented herself as the Supervisor. She then told me that I could not continue over the phone because I did not provide a valid phone number that received texts. When asking what a valid phone number meant to them and letting them know that this phone works fine ( thats the phone number Im actually using ), they were not able to explain further. When asking what the criteria was for providing a working phone number, they were unable to say. When I asked if I could provide another number to receive the verification code, she said no. Again, like the previous person, she said I would have to wait 24 hours or walk into a branch. Again, when I told her that I could not physically walk into a branch ( as I live in New York ). Again, she said those where my only two options. I called again the same day with the same number just to see. I was directed to XXXX, a technical support expert who tried again and told me it was unable to pass the verification test ( XXXX ). I asked why my own phone which Im using and which is associated with the account, can not pass a verification test and he said he had no idea it just " says in our system 'pass or fail. ' I then asked if could I provide another phone number. He said " unfortunately no, you only get one chance so you have to wait a day. '' I asked if it had to be the phone number associated with the account. He said, and I quote : No. My next attempt to close the account was Monday, XX/XX/XXXX. I first got a XXXX XXXX from the Customer Care Department, ( XXXX ). I was curious where Ms. XXXX was located and she then revealed that she was talking from the XXXX. I went through the same process with her, but with one difference. I provided a new cell phone number. But the second number also " failed the authentication test, '' ( this is strange since Ive been texting back and forth with that number before, during, and after this exchange ). I told her I no longer cared about online banking or doing business at all with Suntrust since Suntrust is not allowing me to access my account. I would officially like to now close the account. Please send mail me a check for the full amount. She said that was ok, where would you like the check to be mailed. I gave her my present address in New York, but just before I finished, she cut me off and said that, Unfortunately, we will be unable to close your account. I asked why and she said, Because the phone number given did not pass the verification test. I then asked to speak to the manager. I was connected to XXXX XXXX, the Client Solution Supervisor of the Client First Solutions ( CFS ) Management Office. XXXX said, " Unfortunately, because you didnt provide a phone number that can send and receive texts, we can not shut down your account. Assuming the issue is really about identification rather then a phone number that can provide texts, I asked if there was any other information she needed to verify that this is my account. She said, No. I asked to speak to someone higher than her. She left me on hold, then came back and told me that she had spoken with her boss, XXXX XXXX the Client First Solutions Manager of XXXX, TN, CFS Management Office. Although he was obviously there and able to speak to XXXX XXXX, she claimed that, He was unable to come to the phone right now. She then tried to give me two address which to file a complaint. I told her I had no interest in filing a complaint, I simply wanted to close my account ( I noticed that the addresses where in house addresses with Suntrust ). Asking again why I could not simply close down my account, she could provide no reason. Suntrust is going through a big {$66.00} billion merger at the moment, so it is in their interest to keep their accounts open. They are also going through a shareholders lawsuit based on this merger ( see XXXX ). In addition, I had noticed that money was being withdrawn from my checking account numerous times at the rate of {$10.00} per Statement Period, giving no explaining what-so-ever. They only refunded the money when I discovered this withdrawl and called to make inquires. There have also been numerous complaints about this Suntrust practice. As a result of these actions by Suntrust, I have been denied access to my account, denied access to the funds in my account, and can no longer even check my account to see if theyre continuing withdrawing money from it. Even more shocking, I can not even close my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11385
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-24
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: My car was wrecked while parked outside of my home. A police report was filed and a part of the other car containing the vin # was found. The vin # reported back to a rental car from XXXX. I contacted XXXX who stated the person who rented the car claimed the car was stolen and they would not be accepting responsibility. My insurance ended up taking responsibility. I had full coverage through my insurance with XXXX as well as GAP insurance through XXXX. Both companies made payments, but Suntrust states there is still a balance on the account. There should be no balance on this account as I made my monthly payments on time throughout the entire duration of the car loan, and had both full coverage and GAP insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23235
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have owned this property 14 years, but recently our equity line mortgage payment went from XXXX a month to over XXXX a month. Mind you we don't qualify for this XXXX increase, nor were we informed that it would increase that much, nor have we been offered any help by Suntrust to resolve this issue. To help on the mortgage side, XXXX did a loan modification for us and took our 1st mortgage from XXXX to XXXX which is a completely reasonable thing to do. Suntrust is trying to foreclose on the property rather than help us, by jacking up the rate over XXXX which took our total mortgage payment from XXXX a month to XXXX a month! Then they tried to get in first position instead of in the HELOC position by tacking on junk fees and late fees so that our second mortgage is owes more than our first mortgage, which would put them in place to be fully paid in the event of foreclosure. DIRTY POOL. I submitted a loan modification to them over 6 months ago, yes, 6 months. And they keep giving me the run around. Well, you are only 2 months behind so we can't help you. You need to be 3 months behind, but no more than 120 days behind. Oh, sorry now you are 121 days late, so now we can't help you again unless you pay another month to be 3 months behind, but not 4 months behind. Absolutely and positively ridiculous game they play. In XX/XX/XXXX I paid 2 months, to try and catch up, so this month I log in and they have tacked on more junk fees. This company is the world 's worst bank, and you need to shut them down. XXXX is in bankruptcy, but at least they are decent about it. I asked Suntrust to provide proof that our loan went into acceleration and they have yet to provide one single document showing that they have the right to take our loan from {$400.00} a month to {$1100.00} a month. Even the NC XXXX XXXX company stepped in to try and help us, but the junk fees that Suntrust keeps tacking on to our account, keeps our account constantly in arrears. I would like to 1 ) have proof that this is legal 2 ) find out why it has taken 6 months to get our loan modified ( XXXX did ours in a week ) 3 ) reprimand Suntrust for conduct unbecoming of a federally insured government entity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27597
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a client of SunTrust Mortgage since XXXX. with no issues ever until now. On XXXX XXXX I paid my mortgage pymt. as usual on the SunTrust website. OnXX/XX/XXXX, the full amount was withdrawn from my bank and recieved by SunTrust. XXXX XXXX I recieved a letter from SunTrust stateing that my pymt. '' has been returned to us by your bank for the following reason ; DFTno authorization Authorization revoked by customer '' thats word for word whats on the letter. I immediatly called SunTrust to find out whats going on. The only ph # i have is the dept. for collecting debts and that this call is being recorded. I assured the person I spoke with that neither me or my bank would have pulled that pymt. I was told to go talk with my bank, which is XXXX XXXX XXXX. I spoke in person with my bank and thay assured me no action whatsoever was taken on my pymt. to them othe r then processing it thru. I called SunTrust back and told them no such action was taken and that their website even shows that the pymt. went thru and i have a conformation #. i wa stold the issue was being referred to the Research dept. and someone would get in touch with me.As of XXXX XXXX i have been in constant contact with the research dept ( I can not call them directly I have to wait until they call me ) I have sent them per their request my monthly statement for XX/XX/ several times. i have sent them the Data Transaction Sheet at least 5 times. And all evidence shows that the pymt. went thru to SunTrust on XXXX XXXX. We have also had 3 teleconferences with my bank personal because SunTrust wanted to hear from an actual bank employee that the pymt. was made. One of these calls I was in the XXXX XXXX XXXX on vacation on a beach. Now I have been recieving letters from the Dept. of there company that deals with back pymt ; s. because sinc this XXXX debacle i can not make anymore pymt 's. So I've fallen behind due to no faultof mine and entirely that fault of an incompetent research dept. As of XXXX XXXX i recieved a call from SunTrust and the women said that the research dept. is asking for both sides of the paper check that made my pymt. on XX/XX/XXXX. I said lady, i paid it online on your website, she said that the bank would have written a paper check and sent it to SunTrust. I coild n't believe what she was asking me for. so to be as compliant as possible, which I have been for 2 months now, i said that i will go up to my bank and ask for the paper check that doesn't exist. I went up to my bank and to the womens office that has been helping me with this and gave her my request. She politely chuckled and said I am 99.9 % sure we don't send paper checks on an electronic pymt. but i will check to make sure. She came back and sure enough there is no paper check on electronic pymt 's. i tried to call them back, as usual got a different person because the person I was talking to was in a meeting. so i explained my situation and they took note and would refer it to the person I've dealt with. Can you belive this? Now every peice of documentaion i have sent them over the past 2 months shows that pymt. went thru to sunTrust. Now their asking for things that don't exist. I did ask to speak to a manager and got his, or her voicemail, and i left a very detailed msg with my ph # to call. now i have late fees and penalties accrueing, my credit score is damaged, I'm losing sleep, and the tension I get every time i talk with these people is horrendous.SunTrust lost my money somehow and expect me to find it for them, and they just refuse to see that the money was paid and nobody recalled it, and I don't have it. This is the most unprofessional way to do business I have ever had the displeasure of.I am at my wits end with what to do, where to go, who to talk to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17331
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: See attached Florida case law. The Statutory presumption in section 673.3081 ( 1 ), Florida Statutes ( 2008 ), provides the following : " In an action with respect to an instrumen, the authenticity of, and authority to make, each signature on the instrument is admitted unless specifically denied in the pleadings ''. On XX/XX/XXXX, XXXX XXXX, filed a foreclosure action. In support of their action, the promissory note containing an allonge was attached to the complaint. In XXXX XXXX XXXX v XXXX XXXX XXXX XXXX XXXX, a homeowner challenge the allege signor to the allonge filed. The court concluded that the defendant have every right under Florida Statute 673.3081 ( 1 ), to challenge the signature or any endorsement, allonge reflected on the instrument. Therefore a homeowner has every right to request any information pertaining to the signature on the instrument. On XX/XX/XXXX, A qualified written request under section 6 of the Real Estate Procedures Act ( RESPA ), was provided to Suntrus. The servicer replied by stating that the information seeking is considered confidential. I disagree and the Florida section 673.3081 ( 1 ), also disagrees because the information seeking pertains to a signature on the promissory note. The question is not confidential because we are NOT seeking private information as to the allegesignor place of birth, home address NOR her phone number, but simply the following questions that do pertain to the signature on the instrument. The question is as follows : 1 ) is XXXX XXXX an employee of Suntrust mortgage Inc? If yes, when did her employment start and ended? 2 ). Is XXXX XXXX a representative of Suntrust Mortgage? 3 ) Is XXXX XXXX authorize by suntrust mortgage to sign endorsement, allonges? If yes please provide corporate resolution redacting her signing power.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33145
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A