Date Received: 2020-01-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2019, I was provided an approval for a loan, which I had already received several offers and pre-qualified. I submitted the necessary documents that were requested. I was then notified that I was unable to receive the loan even though I was " pre-qualified ''. I then notified a hard inquiry on my credit that I do not recall consenting to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77339
Submitted Via: Web
Date Sent: 2020-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-20
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to arrest you or take you to jail if you do not pay
Consumer Complaint: We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT XXXX XXXX XXXX County, VA diverted $ XXXX {$20000.00} of real estate taxes paid by consumer XXXX XXXX XXXX XXXX property owner of XXXX XXXX XXXX XXXX XXXX VA XXXX to other individuals and specifically identified individuals that was given the same account number and address as XXXX XXXX XXXX in public tax records. These funds were paid to XXXX XXXX XXXX by XXXX XXXX XXXX as part of her monthly mortgage payment and XXXX XXXX sent the funds to XXXX XXXX XXXX County, VA treasurer or Commissioner of Revenue annually. XXXX XXXX XXXX property owner paid county taxes to XXXX XXXX XXXX County, VA through XXXX and learned that XXXX XXXX XXXX County, VA banking institution is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( recent merger with SunTrust ), XXXX XXXX XXXX and any banks of merger with this financial institutions. Currently, XXXX XXXX XXXX County, VA has erased the evidence from their current system. However, attached documents will show the use of the same account number and address of XXXX XXXX XXXX to divert funds she paid towards real estate taxes and evidence of a mortgage on an existing property in XXXX XXXX XXXX County, VA. Both are a violation of the Fair Credit Reporting Act ( FCRA ).
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: 2020-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My name is XXXX XXXX XXXX, I am a XXXX year old XXXX citizen ( registered XXXX ). I have had two accounts with the Suntrust bank for many years which I used whilst travelling previously within the US, without any problems. I received my last true statement at the end of XX/XX/2019, both my accounts where at this stage fine, however at the beginning of XXXX I received my first account closure notice from Suntrust bank to say they were closing one of my accounts, which at the time was in credit with a balance of {$5900.00}. I have an assistant Mrs XXXX XXXX who helps with correspondence etc, ( due to my XXXX ) and she began the process of contacting Suntrust to determine what had happened to this account which was now showing a XXXX balance.XXXX tried phoning several numbers shown on the bank statement without success, she was never able to get an answer, eventually she did correspond with Suntrusts on line customer chat service, she was told after investigation that it appeared that this account had been passed to abandoned accounts, a department which freezes accounts for several reasons, one being inactivity for more than 3 years. It is true that my accounts have been inactive for several years due to that fact I have not traveled to the US since going XXXX. XXXX was given several numbers to call to speak to someone to resolve this issue but to no avail as she was put on hold and after a short period of waiting in the queue when no-one answers the line goes dead. This happened so many times, then in XX/XX/2019 I received another letter to say my second account with a balance of {$3700.00}, had also been closed, so the statement now shows I have XXXX balance on both accounts. XXXX by this time had written to Suntrust bank to explain the situation and had sent the letter by international tracked postage which was signed for on delivery, this letter requested that the bank contact either myself or XXXX to resolve the problem of the missing balances. This letter contained my e-mail address and phone number and XXXX XXXX email address and phone number. The bank has failed to respond to either of us. As you can appreciated this situation has been extremely distressing as we are in the XXXX. Following correspondence with the CFPB has been the only positive thing to happen as your response was immediate and following a call made by XXXX to the complaints department I feel we are getting somewhere at last. Suntrust 's lack of help I have found quite shocking.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-18
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: I contacted Suntrust Bank approximately mid-XXXX XXXX because I noted charges on my account that were not mine. I looked for my credit card and did not find it. A letter was emailed to me which is dated XX/XX/XXXX verifying that I had contacted them about the lost card and the charges which were not mine. There were six charges that were not mine. Only one charge which was a monthly recurring charge was mine for {$5.00} to XXXX XXXX XXXX. It was the only reason that I was checking the account to pay on it. I will send you the letter ; it states that they would contact me for further information - which they never did. They did send me letters via email about the 6 charges. There were 5 letters addressing the 6 charges as one company ( XXXX XXXX ) had two charges. The other stores were at XXXXXXXX XXXXXXXX # XXXX, XXXX # XXXX, XXXX # XXXX XXXX and XXXX XXXX XXXX. Combined, the total was {$1100.00}. Instead of contacting me for any further information, they sent me a letter dated XX/XX/XXXX which was less than 30-days later from the initial claim stating that they had found that these were my charges and the charges were placed back onto my account and I was told that I was responsible for these charges. It is clear to me that they did not investigate anything but, rather, made an expedient and advantageous decision for their company and, basically, pinned this responsibility onto me. I called numerous times - especially after looking at what my options were on the internet - to discuss this matter with their fraud department. I believed that I had the option to appeal this decision at which they had erroneously arrived. However, they told me point blank that they would not accept my request for an appeal. I contacted CFPB via phone and discussed with a CFPB my options and how I should proceed. I told that person that I had requested my entire file on this claim and that the SunTrust Bank representative had assured me that I would be sent all the information as to how they had arrived at the decision via their 'investigation ' that they obviously had not performed. At one point in the multiple conversations that I pursued with the SunTrust Bank, I was told that the claim was denied due to 'inconsistencies. ' I asked them to explain what this meant and they stated that I shop at these stores. This is not true. I have shopped, previously, at XXXXXXXX XXXX but as one can see by my statements over the several years that I have been with SunTrust Bank, that I seldom shop there. I think that I found one charge at a XXXX store and that was years ago. I am not even sure that it was the same XXXX XXXX store as the fraudulent charge. There are many XXXX stores throughout this area, I believe, and the amount that I spent was certainly not the sizable amount that was on this particular disputed charge. I am a single person, XXXX years old and I simply do not eat nor cook that much. Mostly, my groceries are purchased from XXXX and XXXX. The other stores listed in the dispute - XXXX # XXXX, XXXX # XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX - I do not shop at. So, I waited a considerable amount of time for this file to be sent to me because I was told that it was important to include everything that I could for this claim on the initial filing. After waiting a couple of weeks, I contacted the SunTrust Bank again and I was very upset to find out that the file had never been sent. Basically, they did not investigate anything. The refused to allow me to appeal the case. Then, they lied to me over the phone and told me that they were sending me all the information that I had asked for. I persisted and again they assured me that they would send me the entire file. I told them that I was going to report them to a government organization. Again, the file on their investigation never materialized but rather they sent me a letter stating that they had reviewed the case again and they were standing with their decision. It has taken me some time to contact the CFPB because I waited all this time for promised paperwork/documentation that would never arrive. Then, with the holidays and my own busy schedule, it has been hard to carve out the time to pursue this filing. I have already invested a dozen hours in this matter to no avail. I paid the amount in a timely manner because I can not have my credit score ruined on top of this entire mess. SunTrust Bank has behaved very badly, unethically and unscrupulously. Please contact me if there is further information or documentation that I can offer. I have had an account with SunTrust Bank since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2020-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company, SunTrust has not removed the PMI from my loan. I have paid well over half of the mortage. I contacted them in XX/XX/XXXXand was told the company needed 12 months of payments and it would come off automatically. But at this point the loan was already paid off over 40 %. So I waited until XX/XX/XXXX when they said it would automatically come off and it did not. I called SunTrust and they said I needed to request for its removal in writing. I did that over 3 weeks ago and have not heard back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68506
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I want my case to be heard and not simply closed. I've tried multiple times and submitted all documentation for my case to be resolved yet because of the incompetency of suntrust employees and false accusations that I haven't tried to sort this out with them is a complete lie! I have supported all documents and more what else do you want!! I've talked to several agents and I keep getting the same feedback and nothing has been done. I've provided all documentation : bank statements and letters that prove I've paid on time. They are still pretending to not have the money. This is ungodly and immoral to the tenth degree. I also filed a dispute with XXXX to make them aware of what is being done to my account. Also suntrust has sent another breech of letter and a statement of XXXX. They are planning to ruin my account and credit. I don't how else to express this is plain english and no one is doing any thing to help me. I'm clearly not dealing with any human beings!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I did not authorize a hard credit pull of my credit. I only authorized a soft pull. Any hard pull of my credit is to be reduced to a soft pull or removed altogether. No authorization was given to have a hard pull of my credit file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: XX/XX/XXXX on or about XXXX one XXXX truck was repossessed at XXXX XXXX in XXXX Maryland when payment was not due. Suntrust Bank had to return the truck promptly. I filled a complaint out and nothing happened. In XX/XX/XXXX Suntrust XXXX XXXX of XXXX Maryland returned my payment saying that SunTrust had charged off the account, even though payments had been made without any due at that time. I have enclosed the Money Order that XXXX XXXX Suntrust XXXX XXXXXXXX had returned. I then called Suntrust and spoke to a CSR and she stated why had I not made all the payments with my bank card and said I stilled owed {$3200.00} and unless I make a agreement I will not get my title. That is one " mistate '' in XX/XX/XXXX and another huge mistake in XX/XX/XXXX. No excuse for this type of banking. I also have requested statement 's from them for ten years, but the prinicipal owner is in bankruptcy but I am not and I have made the 100 payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2020-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My issues is that they owe me {$2100.00} for leading me on for 5 months when they had no intention of approving loan. They should have been transparent and communicated things XX/XX/XXXX XXXX XXXX contacted me after I submit loans and transfers me to XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX [ NMLSR # XXXX ] because I am requesting a down payment assistance loan and she advice that he was licensed/experienced for this. Later I learn none of them are which is why they had no intentions of completing this loan. On XX/XX/XXXX at XXXX XXXX XXXX sent an email stating that based on the XXXX loan amount approval is contingent that I pay off 3 accounts and he listed the 3 accounts. I understood this considering the price of the house I was looking at the amount of XXXX at the time and understood this is being asked due to the debt to income ratio. I did tell him that one account was impossible because it was XXXX and he agreed to remove that. Then on XX/XX/XXXX I emailed XXXX indicate that I found a XXXX house which is XXXX less than the original loan approval and I stated as follows : Hi XXXX, I have been looking alooooot and I pretty much have to do a Condo for my situation. What about this condo at {$93000.00}? What accounts do I need to pay off to make this one happen. On XX/XX/XXXX at XXXX XXXX I get a reply as follows Good Morning XXXX Thanks for the update. That sales price will not be a problem for you. Ive sent an updated pre-approval letter to your secure portal. If we are going to buy a condo, once you secure a contract, you will have to pay for both the appraisal fee of {$450.00} and a Condo review fee of {$350.00}. On XX/XX/XXXX Condo was selected final and offer was accepted in the amount of {$84000.00} and close date selected for XX/XX/XXXX. This is {$41000.00} less than a $ XXXX loan. My realtor sent XXXX all info and not once did he tell me any requirements but I kept getting the disclosure email which never indicated requirements with the XXXX loan. However, XXXX XXXX stated on XX/XX/XXXX that the amount of time is 45day due to claimed due to this being a Down Payment Assistance via XXXX. Then later on XX/XX/XXXX at XXXX XXXX he stated DPA programs takes 45-60 days. This is not true as I took the HUD class on XX/XX/XXXX and XXXX XXXX who led the HUD class and is the Founder, and CEO at XXXX XXXX XXXX stated that it only takes a couple of days for them to review information to approved of the Down payment assistance funds to be dispersed. So he started off lying to me and I thought maybe he was getting the names mixed up and he mentioned FHA but I find out later they lie and do not know what they are talking about and making up stuff to ensure loan fails. No one says a anything about me paying off anything, they are processing loan as though all is approved. As well, based on XXXX XXXX half-hazardless response and not being clear I was under the impression nothing needs to be paid off since the house I am getting is XXXX less than the original XXXX. Despite the lies, we moved closing date XX/XX/XXXX. On XX/XX/XXXX Suntrust /Truist deducts {$920.00} from my account for {$500.00} Appraisal, {$380.00} Condo Document Fee and {$38.00} Credit Report Fee. After that I proceed with providing all loan info requested and fill out the documents online that were called disclosures and etc. Then on XX/XX/XXXX I was introduced to the XXXX XXXX [ Direct Dial : XXXX or ext. XXXX I Fax : XXXX I Mail Code XXXX I XXXX XXXX XXXX XXXX, XXXX XXXX, VA XXXX ] who is the Loans Processor for my Loan No. XXXX and I talked to him once on the phone. Basically, all he did was ask for everything under the sun in regards to me at first and it was just a lot of frivolous nonsense but I gave info to move the process along. Keep in mind, not once did this processor say anything about me paying off anything but then XXXX calls me on XX/XX/XXXX ( 5 days before closing ) to tell me that I have to pay off 2 loans. I was upset and told him he did not once state any of this before anything was paid or even during processing and he got smart with me and stated. with the XXXX it was always assumed you would pay the indicated accounts off and you should have known that. If that is so, then why didnt you remind me that when my realtor sent you the accepted offer letter for a XXXX condo or way before when I asked you the questions specifically? Once again, a ploy to ensure loan fails. Nevertheless, we pushed closing again to XX/XX/XXXX for which I knew with the lack of communication and the way everyone was out of the office that this date would never happen. Finally, I had my realtor push the date to XX/XX/XXXX The 2 loans were paid off by XX/XX/XXXX and one was paid by my sister, for which she provided statements for. Then like the next week some lady from Suntrust /Truist calls up and has me doing a 3 way call with the 2 accounts and asking dumber questions like has she ever been lateI rolled my eyes because if you late, you are reported and I pointed out to her that it is automatically deducted from my bank account so there is no way you can be late. Then they took me through making me get a letter from my company to confirm I work remotely at home when I emailed a offer letter showing that info and later I found out that the COO verified this info with them by phone so they were triple doing all this as if I was lying. How does a person lie about working at home and they can see a pay check drop into their account? Like these people have no logic if it hit them in the face. Then after all that, I am requested more documents and then they started having issues about my sister being able to pay off a large amount and she showed them with a bank statement that clearly indicated that. Actually, the info was sent to them back on XXXX with statements and my sister explained. Then they disappear and then on XX/XX/XXXX I get another needs letter where they were asking more questions concerning things on my account and then they bring up my sisters account. I sent them info 4 times, XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX. They even went as far as asking about funds in my sisters account that had nothing to do with the amount in questions for which this is clearly shows they had no intention of approving this loan if you are going off subject which is out of line and they were crossing the privacy line of someone else account who is not even on the loan. They asked for stupid things that was decades ago, such a divorce decree, an account that is no longer in anyones system. They were mean to my realtor and blamed her and ignore her 99.9 % of the time so she had no clear picture of how to move forward since the communication lacked. These things continued until XX/XX/XXXX and actually, they had not even sent my file to FHA or whoever until XX/XX/XXXX ( which means they sat on all my info/files for almost 2 months which is beyond wrong so they oh me my {$2100.00} due to that with their fees and the due diligence and home inspection I could have avoided if they were transparent with me ). When I had a final convo with XXXX XXXX once again explaining my sisters statement which reflects clearly where she obtained money but they were stuck on money that had nothing to do with the amount in questions. This is clear that they waste my time, my realtor, the owners realtor and the owners time while they lead me on, deceived me, lied, ignored until this loan had to be canceled which is what they wanted to do. This is very bad business practice as a condo or house is a big purchase so these so-called financial people at Suntrust /Truist was NOT transparent and practiced the following bad habits to ensure closing does not happened. ( please not, I am not the only one they have done this too, look at the many others out there at XXXX XXXX XXXX : Customer or realtor calls, no one ever calls back. They expect you to email them and they may or may not answer ever. Communication all around is actually none. You have to be the one to bring up things and do not expect them to tell you the process or expectations because they do not know this info themselves. Never want to take responsibility when they make mistakes. They are not organized and mix up your info and or do not read you emails. Each person involved is always out of office every week as if they have 182 days worth of vacation to be out of office that much. They continue to send questions once a week, on a Friday to make sure they can delay your closing more. Ask out of line questions, and when you ask them why they are asking, answer is never valid. Request out of line information from gifters bank statements that has nothing to do with amount in question. They blame things on FHA and/or DPA ( if you have this type of loan ) when its really suntrust/truist. They do not care about customers, only the money they take and go about their day leaving you hanging with no communication. They are not honest and transparent ; they will hide things until you force them to provide it, for which, by that point the loan is denied which is what they want.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27410
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX, I received a letter from Sun Trust advising me that a hold had been placed on the new account that I had opened online because the amount of the check submitted was very high and it is their policy to put a hold on it. On XX/XX/XXXX, I went to the local Sun Trust branch to alert them that I had not opened this account and that someone was using my identity to open the account. A lady named XXXX ( at the bank ) alerted the Sun Trust fraud department ; she assured me it would be taken care of. Since that day, I have continued to receive communication from Sun Trust telling me that a fee of {$12.00} has been placed on the account because of the fraudulent check submitted when opening the account. I have spoken with Sun Trust five times about this issue and I am continually told that it is being taken care of ; however, the letters still come. The notice sent to me dated XX/XX/XXXX, contains a threat that if I do not pay the XXXX fee, they may report this to check reporting agencies which may impact my relationship with other banks. My credit is excellent and Sun Trust bank is threatening that. I have included communication I have received from Sun Trust. You will see they are ignoring the reality of identity fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34202
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A