Date Received: 2019-06-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I had a Line of Credit with Suntrust for many years. After moving to a state where Suntrust is not located, I quit using the account but maintained it as open paying a {$15.00} annual fee. I had never missed a payment. This year, I tried to make that payment but had no record of the account number. I called Suntrust for help, but the person receiving the call could not help me find the account. If I had received a paper bill, I would have paid it again. Unknown to me, the bill went past due and Suntrust ruined my credit score ( XXXX to XXXX ) by sending in credit info that says it " was seriously past due ''. They made no attempt to remind me of it being due. It was a {$15.00} annual fee, not credit extended to me. I filed complaints with XXXX, XXXX and XXXX with no satisfaction. I have copied and a certified letter reciept where I sent payment and asked to close the account. They closed the account under the " closed by lender '' classification. My complaint is that I reached out to Suntrust to pay the bill when I was finally notified of it. Their Customer Service department could not help me. If I had been notified earlier, or by mail, it would have been paid. I never missed a payment for more than 10 years. This type of late payment should not ruin my credit, no distinction is made on my credit report that this is an annual fee or that they didn't notifiy me, or that I called to get help paying it after I was notified. I want my credit report to be corrected to Pays as Agreed and closed by account holder. I will not let it go as it ruined a credit score I spent years developing and will cost me interest in new loans going forward. Advise them I am planning a lawsuit for damages incurred. See attached. Even at my written request to close the account, I am still getting statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am out of work on FMLA but not receiving any XXXX benefits. I called my mortgage company, Suntrust, in XX/XX/2019 when I received my first loan modification package and let them know that I was selling the home and the loan would be paid in full on XX/XX/2019. The lady I spoke with then advised me not to fill out the modification package since I had no income and I was selling the home. She then let me know that I needed to at least make one payment before XX/XX/XXXX in order for the loan not to be considered for foreclosure. Our buyers then moved the close date to XX/XX/2019 and I called Suntrust to let them know on XX/XX/2019. I was then told that all these letters had been sent, which I did not receive, and that I owed around {$5000.00} to stop the foreclosure process. This was completely different from what I was told by Suntrust a month earlier. So I am now told that there is nothing I can do besides wait and hope I close in time before the foreclosure sale.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78023
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-10
Issue: Getting a line of credit
Subissue:
Consumer Complaint: On XX/XX/XXXX, I applied for a SunTrust Equity Line of Credit, with our own mortgage lender, SunTrust. I figured continuing the business with our own mortgage company would be a great idea, however, I was wrong. It has been a nightmare dealing with their loan department. The reason for applying for a loan was to help eliminate a lot of the credit card debt we had accrued. We have never been late on our mortgate and for them to treat us this way is UNNACEPTABLE. We needed about {$40000.00} to pay off ALL of my husbands cards and a few of mine. SunTrust ran my credit and I was advised that due to MY debt to income ratio they were not able to give me such a large amount. So, the representative Miss XXXX XXXX, NMLS ID # XXXX, Bank Officer/Loan Officer ( Client Care Specialist ), suggested that I re-apply jointly with my husband. Her thought process was that maybe 2 incomes would help with the calculation and value of home and income we both receive, etc. So, I applied jointly. Next steps were for me to submit a copy of my home owner insurance ( which my insurance brokers did the next day ) and she would schedule an appraisal once I agreed to move forward, which I did. However, I had to consistently keep following up with Miss XXXX, as she was not very responsive. I even told her in one of the phone calls, that I would appreciate a courtesy response acknowledging she had received documents. She agreed. I picked SunTrust due to the existing relationship I already had with them as our mortgage carrier, but now I regret it. A few days later we received a letter stating that we even though we couldn't get the full ' {$50.00}, XXXX, due to our home appraising lower than they expected ( about $ XXXX ), they only were able to give me {$16000.00}. ( But prior to that they also sent me an approval letter on XX/XX/XXXX stating they would consider {$21000.00}, but after appraisal an email from XXXX stated we can only get $ XXXX email and doc attached ) At this point we were discouraged and didn't know if even taking such small amount would be even worth it, so I started thinking of other options. Miss XXXX recommended I apply for a regular unsecured loan with the XXXX XXXX, and I did. I applied online for XXXX XXXX loan and was also denied. So now I have 2 hard hits on my credit report, which I want removed ASAP. Once I got denied from the regular loan with SunTrust. I emailed and spoke to her XXXX and advised to move forward with the {$16000.00} process. At no point did she ask for additional documentation, in fact she stated she wouldnt need my spreadsheet with the credit cards because the amount was so little that I would be able to pay out the creditors on my own. She never requested paystubs, nor any additional documentation, she made it seem like everything was GREAT and we would be closing soon. I figured {$16000.00} is better than nothing. One of the last conversations I had with XXXX stated that the closing could happen on Thursday, XX/XX/XXXX, ( at the local Branch in XXXX ) which I told her would be perfect because I had already scheduled a day off. So I emailed her on Wed, XX/XX/XXXX, wondering why I hadnt heard from her. I wasnt able to reach her on the phone so I reached out to Miss XXXX XXXX Vice President, Branch Manager II | SunTrust Bank , Inc. Let me just say that she has been AWESOME. She has been the ONLY one that has even cared about our issues and she has been very apologetic about OTHERS mistakes. NO ONE else has accepted responsibility for their actions. I explained I was very disappointed that the closing was not scheduled and I was very discouraged with the lack of communication from Miss XXXX. So she was kind enough to call another department and get an update regarding our closing. This is the point where we received even more bad news. Miss XXXX conferences in another lady from another department who went on to tell me on the phone that OUR LOAN HAS BEEN DENIED FOR OUR application for the line of credit of {$16000.00}. IM LIKE WHAT!!? How Is that possible?? The lady on the phone admitted that SOMEONE DROPPED THE BALL and she had no further explanation. So after XXXX on XX/XX/XXXX I emailed Delilahs Manager, XXXX XXXX at XXXX to call me immediately. So the very next morning ( Friday, XX/XX/XXXX ) my husband went into the branch to speak with Miss XXXX regarding this crazy situation. He explained his disappointment and how we have been unfairly mislead. If a bank gives an approval letter, WE EXPECT AN APPROVAL. I have never experiences such unprofessionalism and so much confusion. Once my husband went into the branch, I believe they spoke to a XXXX, head of the Loan Dept. He advised for XXXX to send in his business taxes and for me to send in my last 2 paystubs AND our personal taxes and once received he would look further into the situation. During the conversation XXXX and another rep named " XXXX '' also stated to my husband XXXX that the reason we were denied was due to my chapter XXXX bankruptcy, which occurred in XXXX, which is 10 years ago! That reason was a lie, because I currently have a XXXX credit score and there is NO reason my bankruptcy wouldve played a factor in a denial of {$16000.00} limit. Then they stated oh its because you ( my husband ) is business owner. Excuse after excuse. We should NOT be going through all this drama for a {$16000.00} credit limit on our home equity. I can get that amount in a credit card ALONE! I dont appreciate the lies nor the run-around this company has given us. The evening that my husband spoke to XXXX ( XXXX ) we submitted the taxes, the paystubs, everything they needed. Then On Friday XXXX, I finally get a call from Mr. XXXX explaining again that even though we have submitted ALL necessary documentation they STILL wont honor the approval of {$16000.00}. The reason given this time was due to the income on my husbands business. ( As if both of us combined cant afford this line of credit ). Trust me, as soon as a I get a chance we WILL be refinancing our mortgage with ANOTHER institution!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Please add this addendum to my current account complaint number # XXXX : I checked the box below, and want the CFPB to publish this description of my original complaint on consumer finance.gov, so others can learn from my personal experience. Also, I should have mentioned that when XXXX XXXX, SunTrust Executive Services, called me on XX/XX/19, she advised me that she was recording the over 30 minute call. I would like, and give my permission for the CFPB to obtain that recording, during which I explained in great detail what happened, will also indicate how upset I was as a result of the screw-up by the SunTrust teller. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Opened an saving account at SunTrust bank, was not informed that my account would be converted over to a checking which cause me to have several overdraft fees, called them to complain but it was helping or they were not trying to help me resolve my issue, so now I'm left with a balance with them because they didn't send me a letter or help me with my issue
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2019-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, I secured a mortgage from SunTrust for the purchase of my primary residence at XXXX XXXX XXXX, XXXX, FL XXXX. Attached please find the closing disclosures and mortgage note. The PMI terms state removal can be requested at 80 % LTV and good payment history. Good payment history is specified as 12 months of no 30+ day late payment or 24 months of no 60+ payments. In XXXX or XXXX of XXXX, I received notification in the mail of the sale of my mortgage to XXXX XXXX, but that SunTrust would remain the servicer. There was no disclosure of new terms related to my PMI or new investor guidelines that I agreed to. The updated terms of my loan in regards to PMI were not agreed to. They can not sell my loan and update loan terms without my consent. Line item # 20 in the mortgage note describes SunTrust ability to sell my loan, but nothing about being bound by a new set of terms should this occur. I would have never agreed to such. I never signed anything. In XXXX of XXXX, I requested the removal of PMI as specified in the attached PMI disclosures. I was at that time told about XXXX XXXX investor guidelines. I disputed that XXXX XXXX investor guidelines were not the right disclosures I agree to at closing. They acknowledged at that time that the original PMI disclosures were the appropriate terms, but my request for removal was still denied because I did not meet the requirement of no 30+ late payments for the preceding 12 month period. In or around XX/XX/XXXX, I filed a dispute for the payment they were regarding as 30 days late. The premise for that dispute was : In XX/XX/XXXX, I went in branch ( at XXXX XXXX XXXX. XXXX, XXXX XXXX, FL XXXX ) to make a payment and the teller told me the wrong amount ( {$20.00} less than my normal payment ). I did not question the amount she presented because in XX/XX/XXXX I had made a slightly higher payment via my XXXX XXXX bill pay because I could not remember the amount owed. SunTrust held my XXXX payment and did not apply it to my account due to the tellers mistake saying they would not apply anything less than the full payment amount to the account. I did receive a letter in the mail stating this, but am busy and knew I would just take care of it with the XXXX payment. On XX/XX/XXXX, I paid the difference plus the payment for XX/XX/XXXX bringing the account current. They put a 30-day late payment in my record even though I went to the branch manager ( at XXXX XXXX XXXX. XXXX, XXXX XXXX, FL XXXX ) and explained the error. Ultimately, they denied my late payment dispute because I did not pay the {$20.00} in time to meet the 30-day commitment ( even though it was 1 day outside the timeframe ). I conceded knowing I could request again in XX/XX/XXXX. I learned an important lesson that inaction on my part would cause this process to drag on. In XX/XX/XXXX, our request for a HELOC was approved based on an appraisal conducted by SunTrust ( attached ) that showed the value of the home to be {$360000.00}. On XX/XX/XXXX, I submitted a request via online banking secure messaging portal ( as instructed by a service center rep on XX/XX/XXXX, screen shot attached ) to request the removal of PMI knowing that I was now at 12 months of good payment history. Subject : Request to remove PMI XXXX XXXX XXXX XXXX XXXX XXXX XXXX Please find the attached appraisal contingencies. I would like to remove PMI based on the recent appraisal value conducted as part of my recent SunTrust HELOC and 12 months of good payment history. Please confirm when this is complete. I received no response to this message to date or any kind of confirmation that my request was received. On or around the week of XX/XX/XXXX, I called to confirm receipt of my request. They confirmed my request was received and that the PMI showed in a review. On or around XX/XX/XXXX, I called again to request a status update and was told the timeline was 30 days from receipt is when the review would be completed. On or around XX/XX/XXXX, I called to get the status again and was told it was still in review and the file showed a completion date of XX/XX/XXXX. I asked if I would be credited back the PMI payment for XXXX since the review was taking longer than the specified timeline. The answer was no, that there would be no refund of PMI and that I am required to keep paying it until the time of removal. On XX/XX/XXXX, I received the attached denial for my PMI removal request due to XXXX XXXX investor guidelines. Please note the following in the denial letter : Property As Is Value of {$340000.00} even though a recently conducted appraisal by SunTrust shows the value to be {$360000.00} ( which is an LTV of 67.64 % ) It shows 0 number of 30 days or more past due payments in the last 12 months and 0 number of 60 days or more past due payments in the last 24 months. On XX/XX/XXXX, I called and spoke to a supervisor in the mortgage service center ( XXXX something ) about my disappointment around the denial being made due to XXXX XXXX guidelines that I never agreed to. She said that because they are the investor listed on the account there is nothing she could do to escalate the matter further until I paid for appraisal or BPO requested and submitted a list of substantial improvements as specified in the denial letter. I told her that I will not submit those because I did not believe those XXXX XXXX terms are the ones I should be held to. I believed I met all the requirements outlined in the PMI disclosures ( attached ) that I agreed to at closing. We were at an impasse of no further point of escalation so I expressed to XXXX that I then had no choice other than to file a complaint. As you can see in the detailed timeline provided, I keep getting the runaround on removing PMI even though I have met all the terms on the PMI disclosures I received at closing. I never agreed to updated terms at the sale of my mortgage to XXXX XXXX. I feel like they are trying to defraud me of hundreds of dollars a month for insurance that is not necessary to protect an asset that has matured out of the PMI LTV specifications. I have made a tremendous effort to work with SunTrust throughout the process, but seek the protection of CFPB due to their complete lack of transparency and being told opposing things at every juncture.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Please accept this as a Qualified Written Request for a copy of ; ... '' the note from SunTrust Mortgage to SunTrust Bank executed by SunTrust Mortgage officer XXXX XXXX. This specific note is referenced in the XX/XX/XXXX assignment and under section XXIX ( page 7 & 8 ) of Judge XXXX XXXX order signed on the XXXX day of XX/XX/XXXX. Thank you - XXXX XXXX XXXX XXXX-XXXX-XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I moved from Florida to XXXX Georgia on XX/XX/XXXX. That was the closing date on the property. I had funds leftover from the closing and use that money to fund my SunTrust account. Today XX/XX/XXXX I am being advised that the account is closed but I do not have access to the over {$2000.00} that I have in the account. I don't know anyone here. I can't borrow any money this is all the money I have and I need it now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31906
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Please accept this Qualified Written Request for a copy of the Notice of Hearing for a specific file number identified by SunTrust 's law firm as " File No. XXXX ''. This " Notice of Hearing '' is distinct and separate from File No. XXXX found within Court file XXXX XXXX XXXX and XXXX within XXXX XXXX XXXX respectfully. Thank you - XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I deposited my workers compensation settlement check in my sun trust account and right after that they closed my account and that not return my funds to me is being over a month and all they say is they are investigating and I ask how long they told me is indefinitely and that's what happened to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A