Date Received: 2019-05-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Full written timeline and statement in attachments. Started XX/XX/XXXX, found out SunTrust still had auto loan listed as {$310.00} balance owed. Called that day and spoke to 'Recovery ' department. They told me it needed to be paid in full to come off of my credit report. I offered to pay them in full. The gentleman then stated they would take settlement of {$200.00} to close account. I paid {$200.00} in XX/XX/XXXX, bought a new car and went on with my life. XX/XX/XXXX, found out this account was STILL on my credit report and STILL showing balance of {$310.00}. Called SunTrust and spoke to loan servicing department, they had no record of any payments being made. Transferred me to 'Dispute ' department. They stated they could not help me because they can not see the account on their end. Transferred me to 'Recovery ' department ( again ). Spoke to XXXX. She stated, yes, she could see the {$200.00} payment made in XX/XX/XXXX. Then proceeded to tell me that did not settle the account and we were given " misinformation '' about that. So, like good citizens, we paid the remaining {$110.00} XX/XX/XXXX and CLOSED this account with a XXXX balance. Sent in multiple written requests for this to be updated as XXXX and CLOSED, but XX/XX/XXXX and it was updated again after my fourth written dispute showing " reporting is correct '' and letter from XXXX, XXXX and XXXX stating " creditor verified account is being reported accurately ''. All 3 credit bureaus and the original creditor, SunTrust have been provided with multitudes of documents showing this account is : 1- completely paid in full 2- aged out as of XXXX Multiple written requests sent to original creditor to supply consumer with their own records to verify and validate this with credit bureaus, but original creditor has refused to send consumer account transcript with line item account details from beginning of account open date to present. Recorded ( by SunTrust and myself ) phone call with XXXX, in 'Recovery ', on XX/XX/XXXX, will validate my fifth attempt to obtain documentation showing age of this is past 7 years from first date of delinquency. XXXX, on XX/XX/XXXX, stated she was sending me via mail the documents I requested in a written statement. She stated they would be in my mailbox in 5-7 business days. I still have not received these documents and I called again today. No information. Finally received one letter stating account was paid off ... .but no date of any payments and dated for XX/XX/XXXX and there were NO PAYMENTS MADE IN XX/XX/XXXX!!!! Account has been reported wrong for over 3 years and no one wants to do anything about it at all. This is a legal nightmare! And I have all of the certified mail receipts to prove it. When I file disputes with the credit bureaus there is no actual investigation done. I have provided them with proof that I have requested documents and sent a letter showing this account is PAID OFF, but to no avail. I am at my wits end with this mess! The bureaus simply forward the dispute electronically to the SunTrust Dispute Dept and they simply answer " reported accurately ''. The End. What everyone does not realize is that the DISPUTE DEPARTMENT at SUNTRUST DOES NOT HAVE MY LOAN INFO!!!! I have verified this via phone on numerous occasions. They MUST GO THROUGH ANOTHER DEPARTMENT! And even then getting someone to get what you request and have a legal right to is not going to happen ever!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 364XX
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is not a duplicate complaint. The last complaint was basically ignored. I have attached records that Suntrust does not seem to have. In XXXX I was forced to refinance my second mortgage with Suntrust Mortgage. This was to refinance a XXXX Massachusetts High Cost Home Loan with SunTrust Mortgage. Suntrust never properly rectified the original high cost home loan. They claim they had refunded me the interest of the previous loan, but this money was used for closing costs of the new loan. All of the funds of the previous loan went into the closing of the new loan. They also did not properly notify me that they were in violation of the statue. This created a new Massachusetts High Cost Home loan since I paid the closing cost. Suntrust has denied this, but I was able to obtain the check that I was then forced to sign over to attorney for closing costs. This is fraud. Since this was a Massachusetts High Cost Home Loan, I had an extended right to rescind. I exercised this absolute right to rescind which SunTrust ignored. They did not dispute or in any way argue against this recession. I have attached the rescission letter, and email I had sent. I also attached the USPS form that shows SunTrust received this rescission. Since this loan was rescinded SunTrust does not have the right to report this a mortgage account. I had previously been offered {$15000.00} to settle this loan. In a previous complaint SunTrust had said that they had not record of this. I still have these records and have also attached them. In short Suntrust does not have the right to report the mortgage since it was properly rescinded and they never disputed this rescission. Please see attached : 1. The right to rescind letter and form 2. The first page of the email that I sent to SunTrust which was a copy for the rescission mentioned in # 1 3. Copy of the Bank Check provided to the Real Estate Attorney with the instructions to immediately sign over to attorney. Not sure if Suntrust or Attorney made this note. 4. The letter from XXXX XXXX on behalf of Suntrust offering {$15000.00} to settle case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello, I opened my account with Suntrust Bank in XXXX of XXXX. There seemed to ne an issue immediately when a routing number and last 4 digits of an account number showed up. When XXXX it came it wex bank, i called wex and repoorted that i have never had an account with them which they verified. I then filled a report with your agengcy. The report was closed upon Suntrust response that it was from a prior account. That cannnot be so beacuse the acct i had with them in XXXX was only a CD not able to make external transfers. Now the issue is that ( A merchant on behalf of XXXX has taken money from my account. XXXX has confimed they no longer have my auto bill info. I do belive that it is a merchant acting on behalf of XXXX and Suntrust allowd the transaction simply based on past purchases from a simularly named merchant. I would like to request an immedite investigation as i belive my account has been compromised from day 1. I will also file a report with the FBI. Thank you
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: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Suntrust is not following the rules regarding Regulation E and unauthorized transactions. I also know that they have not been properly reviewing my case because after I reported my claim and they denied it, they sent me a rebuttal letter along with a rebuttal denial letter on the same day. I circled the dates as well, I believe they do this on purpose to their customers who wouldn't know any better. I have proof that the letters were sent on the same day and the dates are also the same on the letters as well. I put in a claim with them on XX/XX/19 because I lost my bag, my debit card and id were in there so I called them and they made a claim for me. Two weeks later they denied my claim. I do not believe they did a proper evaluation of my situation. I was traveling in Texas when all of this occurred. I have counted a total of 60 Unauthorized transactions on my checking account which put my account into $ XXXX. My last transaction was on XX/XX/19 of {$12.00}. Everything after this transaction was unauthorized and im upset that Suntrust allowed this to happen to my account without taking any action or proper care towards my situation. Their investigator told me on the 10th day of the investigation that they'd have a decision that day and it made it seem like they were rushing just trying to get it done just so they could not help me with temporary credit because that was my only checking account and I had no money. My account was drained of exactly {$5200.00}. I look at my online banking and the first unauthorized transaction was on XX/XX/19 of - {$0.00} ATM BALANCE INQUIRY up until the last unauthorized transaction which was on XX/XX/19 of {$0.00} OVERDRAFT ITEM FEE NOT CHARGED. This doesn't even include the excessive fees that were charged that made it go into the negatives. I had {$5000.00} transferred to my checking account when I came to Texas to prepare for my vacation and I frantically reported the loss to Suntrust after I realized I didn't have my bag on me so I did report what happened as soon as I could.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SunTrust Bank failed to reasonably and timely respond to four ( 4 ) emails requesting an increase to monthly principle payments ( XX/XX/2017 ; XX/XX/XXXX, XX/XX/XXXX ). SunTrust Bank failed to act upon request. All emails were sent through SunTrust 's secured client portal. Original message is as follows : " Please increase my additional bi-weekly payment from {$120.00} to {$250.00}. Apply all monies in excess of original monthly mortgage payment of {$3.00}, XXXX to principle. These actions, aggregated, should equate to fifteen ( 15 ) total payments per year with three ( 3 ) payments going straight to principle. If not, please let me know. Thanks! - XXXX XXXX-XXXX. '' Three more request with heightened warning and conspicuous subject lines of " Formal CFPB Compliant to be Filed! '' went unnoticed and received no response. SunTrust 's actions and inactions were negligent, and I was financially harmed. - 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: 280XX
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I bought a new house in XXXX of XXXX. The servicer of my mortgage loan was/is XXXX XXXX XXXX, XXXX. Beginning with the first mortgage loan payment, I requested that my bank, SunTrust, send the payment directly to XXXX XXXX. According to SunTrust, the first two payments were mailed to XXXX XXXX as paper checks. All subsequent payments have been made electronically. In XXXX or XX/XX/XXXX, XXXX XXXX informed me that my loan was delinquent because I had missed the first two payments. This was a shock to me since SunTrust had mailed the payments directly to XXXX XXXX and debited my account accordingly. I contacted XXXX XXXX and, after conducting a thorough review, XXXX XXXX denies ever having received or processed either of the paper checks that SunTrust supposedly mailed to XXXX XXXX. XXXX XXXX has assessed late fees and penalties on my account and considers it to be severely delinquent. In XX/XX/XXXX, XXXX XXXX sent a notice of default and intent to accelerate the loan. Meanwhile, I contacted Suntrust and spoke to someone within their " fraud investigations '' unit. According to the fraud investigator with whom I spoke, both checks were cashed at XXXX XXXX Bank. I submitted an Affidavit of Fraud to SunTrust, but was told that I had the wrong affidavit form and that I would need XXXX to sign a Payee 's Affidavit instead. Unfortunately, XXXX XXXX refused to sign the affidavit provided to me by SunTrust because XXXX XXXX never received any check. This was in XX/XX/XXXX. Since that time, I have learned that XXXX XXXX is a defunct bank that closed its doors in XXXX. Moreover, I have viewed images of the cancelled checks that SunTrust allegedly mailed to XXXX XXXX, and neither one has any signatures, endorsements or codes/numbers on the back of them. Part of me wonders whether the checks ever even got mailed by SunTrust, or perhaps they were addressed incorrectly and sent back to SunTrust after the bank had already debited my account. I have spent many hours on the phone and writing emails top SunTrust only to get nowhere. Neither XXXX XXXX nor SunTrust have any interest in getting to the bottom ofg what happened with my two payments. I'm concerned how this situation is impacting my credit. I have repeatably asked XXXX not to report negatively to the bureaus to no avail
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: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Last year I acquired a secured credit card through SunTrust as a way to build my credit score. As a condition of this credit card, I had to make a {$300.00} deposit on the card from my current Savings Account with SunTrust, which would be returned after a year of making regular payments on the secured credit card. After a year, my credit card was upgraded, but my deposit was never returned to my savings account. After calling SunTrust multiple times I discovered they had returned my deposit to me by opening a new Savings account without my knowledge. I received no notice that a new savings account had been created in my name and no information regarding the account details. I had to go in person to my bank and ask them to close the account and put the deposit back in my original savings account. As this {$300.00} Savings account created from my deposit was under the {$1000.00} minimum to waive monthly maintenance fees, my account would've slowly lost value due to monthly maintenance fees without my knowledge if I had not been proactive in closing the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22015
Submitted Via: Web
Date Sent: 2019-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: My husband, passed away on XX/XX/XXXX. While going through his paperwork in his desk, I found that on XX/XX/XXXX he sent a wire transfer in the amount of {$29000.00} to Sun Trust Bank in XXXX GA, to purchase an automobile that was advertised in XXXX XXXX XXXX. The funds were to be held until the car could be driven to CA to be looked at by our mechanic. Just days later, The Fraud Dept. Officer at the time, XXXX XXXX # XXXX called my husband and advised him that this was a wire fraud " Scam '' and the funds were going to be frozen so the subject could not remove them. Subject did attempt to remove the money, however Sun Trust Bank would not let him. Now, it seems that Sun Trust Bank would not release the funds back to my husband until a Police Report had been made. My husband filed a " Grand Theft '' Police Report in the city of XXXX XXXX CA, and the number was sent along to Sun Trust Bank. A letter was also sent along to Sun Trust Bank on XX/XX/XXXX apprising them of the conversation with Officer XXXX XXXX ( PH # XXXX. My husband also asked Sun Trust Bank at this time, as to whether a " Seizure Warrant '' would be necessary, he never received a reply. My husband, in XX/XX/XXXX, was suffering from XXXX. He had a XX/XX/XXXXXXXX and we were told that perhaps a lot or some of his XXXX might be restored. Sadly, this did not happen, and you can understand that when this paperwork surfaced in XX/XX/XXXX, I was in shock! I have sent two letters and made numerous phone calls to Sun Trust Bank asking for the release of our funds. All of these letters and phone calls have gone unaddressed. There has also been a letter of appeal to XXXX XXXX XXXX at the US Attorney Office in XXXX, GA on XX/XX/XXXX and I have heard nothing from that office to date. All letters were sent in accordance to the Bank and US Attorney Office and all were delivered. I did speak with XXXX XXXX 's office, The US Attorney of GA, and have once again compiled a letter to his office addressed to Mr. XXXX XXXX. This letter is being sent out on XX/XX/XXXX. The US Attorney 's Office did ask me to perhaps reach out to Sun Trust Bank one more time, and so I did. They suggested a Bank to Bank phone call to perhaps help with the proof of transfer and/or other issues. I did this as well on Friday, XX/XX/XXXX at my local branch of XXXX XXXX XXXX with my bank representative XXXX XXXX. The manager was also in attendance. Sun Trust Bank via supervisor XXXX, asked XXXX XXXX XXXX to issue a transfer of these funds from Sun Trust Bank to XXXX XXXX XXXX, and this would get the ball rolling. However, my bank manager said, this action would have to have been done one hour after Sun Trust Bank discovered the " Wire Fraud. '' Sun Trust Bank should have at that time, advised my husband to take the banking steps to return the funds to him, THEY DID NOT DO SO! This was their responsibility to do so! Who would know what to do in this case scenario? It is the banking institution 's ethical duty to advise us correctly. Sun Trust Bank was neglectful and did not advise us morally or ethically. They have also now, suggested another route, however I have been advised by my bank manager not to expect much. Being left a widow and with bills that are unimaginable, you can see why these funds are important, besides being MY FUNDS. I now act as the Trustee/Settlor of our trust. Apparently, Sun Trust Bank was great at catching the " Wire Fraud '', they just have a problem returning the client 's money. My husband served the XXXX XXXX Police Department honorably for twenty years and also served the US Military honorably for two years. My husband, as well as myself have complied with everything that Sun Trust Bank has thrown at us, and still receive only dead end directions and hang ups to my phone calls ( attention Supervisor XXXX ). Banking institutions should be held accountable for their actions just as anyone else. Pressure needs to be placed in the right direction so wives like myself living off of a Police Pension and Social Security do not have to fight to return what is rightfully ours! Finding this issue after loosing a beloved husband is, as you can imagine, heart wrenching. Having to stop the mourning process and deal with banking institutions like, Sun Trust Bank, is OUTRAGIOUS and NEGLECTFUL on their part. I assume that they wish for me to tire and walk away, however that is not my nature, and with zero intention of passing away in the near future, I turn to you for help. " Better Business '' are the key words here ... I hope they are lived up to them. Respectfully Yours, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92660
Submitted Via: Web
Date Sent: 2019-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: As of Friday, XX/XX/2019, Suntrust bank took overdraft fees from my account on five transactions in which I have money in the bank. Two transactions are still pending that was done on the same date ( Wednesday, XX/XX/2019 ) that the five transactions that the overdraft fees were taken from and were not charged the {$38.00}. One transaction from XXXX was withdrawn on Thursday, XX/XX/2019, however, it is still pending and not cleared as of Friday, XX/XX/2019. I also received a deposit of {$240.00} on Friday, XX/XX/2019.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20745
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2019 I made a {$400.00} cash deposit into my Suntrust checking account on XX/XX/2019 my account was frozen and scheduled to be closed. The last transaction on the account was a withdrawal of {$140.00} at the branch on XX/XX/2019. I contacted Suntrust I was advised that my account would be closed 5 business days after the last transaction posted on the account. The withdrawal posted on XX/XX/2019 the account should have been closed on XX/XX/2019. My account has yet to be closed and Suntrust has yet to send my funds to me. They are keeping my funds when the account should have already been closed. Every time I speak with the internal department I am receiving conflicting information. They are robbing me of funds that are due to me and If I do not get the funds I will be seeking legal counsel it has been over 14 business days and I have yet to receive my funds from my account. This is highway robbery and ridiculous that it takes this long for my cash funds that I deposited to be sent to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A