Date Received: 2019-05-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account on XX/XX/19. Sun Trust representative confirmed for me the {$500.00} promotion. I took care of all the requirements - 10 Debit card transactions, {$3000.00} in direct deposit and maintain {$25000.00} by XX/XX/19 Now they tell me it will take another 10 weeks to get my {$500.00} promotion. WHY 10 WEEKS????? A friend of mine received her {$600.00} promotion within 48 hours from fulfilling all the requirements at XXXX. I am not willing to wait for 10 weeks. I need my promotional offer - {$500.00} - deposited immediately since we have met all the requirements - Acct. # ending in XXXX opened in XXXX, Ga. inside XXXX. Stop dragging your feet, credit my acct. with {$500.00} by end of day XX/XX/19 No more delaying tactics.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I return back from vacation on XX/XX/2019. I noticed there was several transactions my debit card that was unknown to me. It totaled almost {$500.00}. I called SunTrust and made a claim. The representative asked me was there any other unknown transactions. I looked back over four months and I said I did not recognize the XXXX withdrawals that was done in XX/XX/2019. The representative took my information and said it would take about a week to get the results. I called SunTrust and they told me the fraud was ruled in my favor but because the transactions were 60 days old by regulation they could not honor it. I Told them the XXXX was the only transaction that was done in XXXX. The other {$500.00} worth was done 2 to 3 weeks ago. They told me it didnt matter because their fraud started in XXXX. I feel that this is blatant dishonesty on the part of SunTrust and they are using a loophole to avoid giving me back my money. I can understand them refusing to honor the XXXX charge but the other charges were separate charges that were done in the past month.. I just need this Bureau to know the dishonest tactics that SunTrust is doing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21237
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My parents passed away in XX/XX/2016. My brothers and I spent 2 1/2 years. SunTrust bank in Florida has been holding the money and not making it possible for me to receive my share of my parents money even though I am a named beneficiary. The bank sends a letter from the account closure services and tell me to call XXXX suntrust to reach them. THIS IS NOT TRUE. THERE IS NO OPTION THAT ALLOWS ANY CONTACT I had to press the option that says I need to open a new account in order to get a live body this is reprehensible
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I looked at my avail balance and seen that I had enough to pay my cable bill. The payment was posted and deducted from my available balance. On top of my primary direct deposit, I also XXXX XXXX and it too is deposited into my account. The way it works is a payment goes into a pending status until fully paid. The way Suntrust works, any item that is pending will result in {$36.00} overdraft fees. On XX/XX/XXXX That payment was no longer showing as pending. I had XXXX XXXX so I would have seen my avail balance increase. So I didnt think anything of it, Especially since I have been a customer with Suntrust since XX/XX/XXXX. Nothing showed pending from XX/XX/XXXX XX/XX/XXXX On XX/XX/XXXX I had enough money to pay my car insurance and get groceries ( based on me looking at the balance and whats pending ) where I ended the night having {$23.00} in my account. I wake up XX/XX/XXXX I was hit with 6 overdraft fees at {$36.00} each! Over the last few days, I have been hit with 12 over draft fees.. 12!!! Totaling {$430.00} just in fees! I spoke with several people at Suntrust.. One lady says I see that payment was declined for wrong routing number. I explained maam thats not true. Here is the confirmation # of the transaction onXX/XX/XXXX.. Another person looked and said hmmmm I said what? She said I see it posted XX/XX/XXXX and there XX/XX/XXXX but the transaction went missing and didnt show back up til XX/XX/XXXX.. She stated that what may have happened was the merchant didnt claim the money so it dropped off. Okay, how is that on me? I am looking at my avail balance before I made the payment for my insurance. How would I know that it dropped off? Did I get a call, a email, a alert? You wouldnt have known Sir, its on the back end.. Hmmm, yet im penelized by it???? I asked for supervisor.. Explained it all to her! She blames me saying that its a tool that I should keep a ledger. So I asked, so does that mean that my balance before that transaction isnt true? Not saying that Sir! If I go into your branch and ask or a checking balance, a ATM balance, log into your website, and even the app would that balance say the same Yes! So why if this transaction somehow went missing and popped back up 5 days later am I hit with 12 - {$36.00} overdraft fees? If went off what was pending and avail balance before making the payment. She offered to remove 2 overdraft fees 2, after 10+ years???? I have made many mistakes on my account in that time frame, but this.. this is not my fault and its unfair that I have to pay {$430.00} in overdraft fees for a glitch This was a selling point to get me to sign up with Suntrust! That your balances will be real time on line for review.. I did do a claim for them to review. I spoke with several people. They said that the funds will be released back into my account until the investigation is over which never happened. At the end of the day, i assumed that they would see that this wasnt my fault. I mean, literally i looked at my balance before making the payment. In total, now on XX/XX/XXXX - I have been hit with 21 overdraft fees - 21!!!!! {$750.00} = My account is currently - {$1100.00}, I stopped my direct deposit cause i need to live and pay bills. This is really ubsurd! I have made plenty of mistakes and owned up to it. Even paid the price of the over draft fees as it was my fault. I have even asked to have some of them waived. But this, was/is not on me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: On XX/XX/19 my auto loan account ending in XXXX assessed a return check fee in the amount of {$30.00}. This was due to my personal checking account being compromised and having fraudulent activity and bouncing this payment. Please note the checking account is not with Suntrust only my auto loan. Shortly after receiving notification from this company I called on and spoke with a representative from this company and they advised they would waive the fees. After making my payment today on XX/XX/19 I noticed this was not done. I called and was transferred to 6 different people and repeated my story multiple times to which in the end was hung up on by the last representative. I called back and asked for the executive complaints department and was told there was no such department. I find this highly unlikely as I personally work for an auto loan company and know there is such a department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76052
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a HELOC with SunTrust bank. After vetting, they told me the basic approval terms and rates I was approved for with the HELOC. They asked me to show up to close and sign which takes " about ten minutes. '' I asked that they email me the loan documents so I could review the terms of the HELOC in detail before signing. They refused to send me the loan documents even a few hours ahead of closing. Instead, their policy is that you are supposed to sign the loan documents without seeing them ahead of time, but they verbally promise you that you can back out within 3 days of signature. They were expecting me to " sign blind '' and then try to figure out what I had just signed. The problems with this are at least 1 ) this gives me no opportunity to negotiate ahead of time if I find terms I don't like, 2 ) I have to just trust their verbal promise that I will be able to back out if I want, even though I have definitely signed something, 3 ) Even three days after is too short a time for most contract attorneys I might ask to review it for me, meanwhile the clock is ticking and I have already signed it, 4 ) I am given lower interest rates if I take out certain amounts of money AT CLOSING, i.e. I get lower rates if I sign blind and take out money immediately without having an attorney review, etc. This practice seems unethical, highly likely to " trap '' people that don't understand the terms, and I don't understand if it is legal, or why it would be.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The complaint I am filing is a result of an ongoing PMI deletion request with Suntrust Mortgage. I followed all guidelines on how to submit this request. I did receive a timely appraisal ; however, the result of the appraisal I firmly disagreed with for good cause. The value of the home did not meet PMI deletion 80 % loan to value. After speaking with the woman who appraised my house she admitted that she missed a key comp which would have valued my house much higher to qualify for PMI deletion. She asked to me to rebut my finding to the bank and that she would redo the appraisal. I have since written 2 letters to Suntrust and spoke with multiple agents all who have blown this case off or denied my fact based information. They have now closed the case. I am essentially being pushed around by a bank who does not want to admit there was an appraisal error that could potentially qualify me for PMI deletion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Within a five month period Suntrust mortgage has gone up on my mortgage over {$1400.00}. I went from paying {$4100.00} a month to effective XX/XX/XXXX to {$5400.00}. XX/XX/XXXX was the first raise from {$4100.00} to {$4700.00}, then I received a notice in the mail yesterday that it is going from {$4700.00} to {$5400.00} all this within a five month period. Approximately in XXXX or XXXX of XXXX they sent me a letter stating that their flood maps, not FEMAs, has me in a flood zone and they were giving me a flood insurance policy of approximately {$2700.00}. To me it is not fair impose on such a hardship for me to keep my family home. I have attached FEMA flood maps, the Suntrust letter informing that I am in a flood plain on their maps, the documentation that they sent me saying that I have a {$5000.00} deficit in my escrow and that is why my payment is going up to {$5400.00}. Im not delinquent and I have not missed a payment. I have gotten no notification from the county that my taxes have gone up. Suntrust gets a notice every year from the county showing what my taxes are, and they have not increased, so I dont see how there is a shortage in the escrow account. In addition, they now sent a letter stating that they have cancelled the insurance, without telling me what insurance was cancelled, or without reduction to my payment. They also have moved it to another servicer, but Suntrust still owns the loan. Also, they have removed the loan from my credit report. For Suntrust to raise my mortgage by almost {$1500.00}, without a justified reason, has caused me great hardship. I am sending some information now, and will upload additional documentation within the next couple of days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I made a payment on XX/XX/2019 for my XXXX monthly payment in the amount of {$720.00}. The company has changed their online system and the system submitted 2 payments instead of one in the amount of {$1500.00}. I called Suntrust to make sure they didn't run a double payment and they said they couldn't cancel the payment as it was already in processing. When they tried to withdraw the double payment from my bank, the payment wouldn't go through because of the double payment. I reported this to Suntrust to get them to fix but she said it would keep running the double payment. I called Suntrust on XX/XX/XXXX to fix again and they were then able to run just the single payment for {$720.00}, but at that point, my payment was considered late even though I made the online payment on time. This error on their end has reported to my credit report as a late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am the legal executor as appointed by the XXXX XXXX Probate Court, State of Texas, for my late mother 's estate. My mother passed due to XXXX XXXX on XX/XX/XXXX. She has a mortgage with SunTrust Bank. The State of Texas requires all wills to be probated by the Court. I moved as quickly as possible, through an attorney, to have the will probated. That process takes time. SunTrust continued to debit my mother 's XXXX XXXX XXXX account each month for her mortgage payment. After the will was probated and I received Letters of Testamentary from the court, I closed my mother 's XXXX XXXX XXXX account because I had too per XXXX XXXX XXXX. The XX/XX/XXXX payment did not go through successfully, obviously. I contacted SunTrust Mortgage Client Services at XXXX and successfully made the payment for XXXX. When I contacted the same to make the next payment, SunTrust informed me they would not speak to me and definitely would not accept a payment. As a result of my phone call to make the XXXX payment, I was contacted in writing by SunTrust requesting Letters of Testamentary and a certified copy of my mother 's death certificate. I sent those items via XXXX. However, SunTrust continued to refuse to speak to me or to accept a payment. As a result, the mortgage fell behind 60 days. A week later I got an second request for the same documents. Several days later I got a separate letter asking for a copy of the will. After multiple unsuccessful attempts, last week I finally got someone on the phone with SunTrust 's " Special Loans Department '' and spoke to representative named XXXX. XXXX said that SunTrust was in receipt of those documents ; however, they now wanted a copy of my mother 's will. XXXX gave me repeated assurances that if I called Client Services I would be able to make a payment as the loan is now 90 days past due. On XX/XX/XXXX at XXXX XXXX I contacted SunTrust Client Services and was again denied the ability to make the payment for XXXX. I was told that SunTrust can not take anything less than the delinquent amount. Per 12 CFR 1026 also known as RESPA, SunTrust IS allowed to take the payment is set it aside in a trust account until such time as full payment is received. In addition, under 12 CFR 1026, SunTrust was required to establish " live contact '' with me when the loan went 36 days past due. They failed to do so even though they have my contact information. Refusing to accept a payment equal to one the contractual payment for one month is " their policy '', but it's not the law. If this were a " loan workout '' they would accept any payments, same if the loan were put on non-accrual. My mother was a woman of meager means. Social Security was her only source of income at the end of her life. There are NO liquid assets in her estate. I am moving forward with selling the house that has been in my family since XXXX, to satisfy the outstanding mortgage. However, SunTrust continues to refuse to let me make sufficient payments to keep the loan from going 120 days past due at which point, under 12 CFR 1026, they can began foreclosure proceedings. In addition, they continue to tack on fees and late charges. SunTrust continues to threaten foreclosure on the home despite the fact that I am trying to make monthly payment amounts to eventually get caught up. Currently I am trying to sustain my own debt obligations while sustaining my mother 's debt obligations until such time as the home can be sold. SunTrust is adamant about not working with me and foreclosing on the only asset in my late mother 's estate. To date, I know for a fact they have violated at least two clauses of the Real Estate Settlement Protection Act. Despite having sent the Letters of Testamentary and Death Certificate, SunTrust continues to send me letters asking for the same documentation that I have already provided in their attempt to keep stalling me out. I can look past how rude and condescending their account reps have been, but I can not look past their blatant violation of 12 CFR 1026 in an attempt to rack up fees and late charges. The saddest part, they are making an already grief stricken situation worse by threatening to foreclose while refusing to accept payments. And if they are doing it to me, they are doing it to thousands of other customers in my situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 791XX
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A