Date Received: 2019-04-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I purchased what I thought was XXXX dollars of XXXX Clothes. In XXXX on the XXXX I discovered I was billed over XXXX! I immediately called Suntrust I was told to wait 6 months. Over and Over again. I was told to wait 6 months. I waited six months. In that time I contacted the seller 5 times to no answer. I contacted XXXX. They sent an email stating it would have to be a bank reversal as this consultant had no answered their emails or calls as well. I opened a fraud case # XXXX. First the money was put into my account and then I received a letter. It said they had made a mistake and took it out XX/XX/XXXX. Next I received a letter saying I had to file within 60 days so they closed the case, I was told 6 months via phone in customer support NOT 60 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-26
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I made a payment to XXXX using my checking account with SunTrust for $ XXXX XXXX, 2019. SunTrust reversed the payment to XXXX which resulted in a {$27.00} return check fee added to my balance. SunTrust reversed the payment without my consent or knowledge. I requested SunTrust to return payment but it refused. XX/XX/2019 XXXX XXXX Denied Balance Payment Loading transaction details for XXXX XXXX Denied Balance Payment - negative {$27.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2019-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I started to request requesting my PMI to be taken off my account. Each time i have to reach out to a generic email box. I have now been trying to work this out with them since XXXX and i have had to make 5 payments as a result. It literally takes 25-30 days for anyone to respond in between each response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2019-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-26
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I canceled my debit card with Suntrust because the card was lost or stolen. I was issued a new debit card with a new card number. I did not give out my new card number to XXXX. I decided that I no longer wanted to do business with XXXX. XXXX kept trying to charge without my consent but I ignored it because I had a new card number. To my dismay XXXX charged my new debit card. I did not give out the new card number. I called Suntrust and they said that Mastercard gives the merchants your new account numbers if the merchants are part of a program. I could not believe what I was hearing. I talked to a supervisor and they said they same thing. So my problem is Mastercard should not have to the right to hand out my debit card number to people without my consent or knowledge. That makes me feel that my money is not safe at all. Anyone can have access to your old card number and try to purchase something. Mastercard will allow Suntrust to let those charges go through that is what I was told.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2019-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust is refusing to apply payments to my account, showing that I am in default of my loan or much more late than is actually accurate. On XX/XX/XXXX, the payment for XX/XX/XXXX was credited. ON XX/XX/XXXX, XX/XX/XXXXwas credited. On XX/XX/XXXX & XX/XX/XXXX, payments on {$1000.00} each were made and were not credited to my account. Those were payments for XX/XX/XXXX and XX/XX/XXXX, thus bringing the loan current. As of today, Suntrust is holding {$2100.00} in a " suspense '' account. If they were to actually apply these funds as they lawfully are supposed to, my account would show as current. I currently only owe XX/XX/XXXX, which I will pay tomorrow, but it is not the end of the month yet so I am not 30 days past due but Suntrust is showing almost 90- days which is quite inaccurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2019-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: a PAYMENT WAS SENT AND WAS SUPPOSE TO BE RECEIVED XX/XX/2019. tHE PAYMENT HAS NOT POSTED TO THE ACCOUNT YET.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2019-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Had checking account number used to order checks on Suntrust account. Official Suntrust check company is authorized to send checks to any address without any attempt to verify change of address. Two checks cashed with fraudulent signatures at 2 different Suntrust branches on SatXX/XX/19. Fraud department notified within hours by phone. Went in person to branch and fraud was reported to fraud dept again by bank representative. Told to come back XX/XX/19 because payments were still pending and they couldnt do anything even though bank representative was able to obtains photos of the fraudulent checks from the branches. On XX/XX/19 I returned to branch and official fraud case was finally opened. Told 15 calendar days to investigate. Have called several times to get updates, once told case was closed, then it was still open, then we needed to fill out affidavits 4 weeks after case supposedly being investigated ( they were specifically asked if we needed to do that on day one and they said no ). We have filed a police report, filled out affidavits and can get no information on status of case. Bank representative is trying hard to get info but is no more successful than us. This is a substantial amount of money we have been without for almost 6 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2019-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Several things. I filed a chapter XXXX on XX/XX/XXXX. According to rule 3002.1 XXXX : XXXX, the bank must send notice to my attorney and me when interest rates change. I have made 5 payments since XX/XX/XXXX, and my attorney and I have only received one letter advising us of a rate change and the amount due, and that was in XXXX for the XXXX payment. this month, I owe {$700.00}, my rate has gone from 6.49 % in XXXX to 6.75 % today, my payment has gone up {$40.00}. The fed has not raised rates in that time. Can the bank just raise my rate indiscriminately at their whim? I was told on Tues. that my annual rate is 22 %? It's very important to me to keep my home and make payments on the heloc, they are making this impossible. In trying to reconcile this with Suntrust, many questionable things happened. I was told to file the form for modification, which I did, many times. Earlier this year when I filed the last one and was rejected, I was told that suntrust Bank doesn't do modifications, they only do hardships. when I asked why I was told to keep submitting applications, he said we can't tell you not to. I've asked many questions, and can not get an honest answer from anyone. I'll attach more of what's happened in the past.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21136
Submitted Via: Web
Date Sent: 2019-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX DOB : XX/XX/XXXX XXXX XXXX DOB : XX/XX/XXXX SunTrust Mortgage Bank Loan number : XXXX Tracking number : XXXX Case Number : XXXX XXXX Homeowners Insurance Policy Number : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Wind Policy Number : XXXX XXXX XXXX XXXXXXXX or XXXX XXXX XXXX XXXX XXXX Claim Number : XXXX Issue : Scheduling a 50 % Inspection the lease on my rental house expires on XX/XX/XXXX. I was evacuated from hurricane Florence. My house had over {$350000.00} of damage and is currently not inhabitable. My immediate need is to have an inspection to collect insurance monies for work completed so my contractor will continue to rebuild my house. I have no place to live after XX/XX/XXXX so timing is critical. I discussed this issue several times with Suntrust with no understanding or effort on their part to correct this problem. I originally called for a 50 % inspection on XXXX/XXXX/XXXX. I followed up after 5 working days on XX/XX/XXXX. I called a third time on XX/XX/XXXX. I called a fourth time on XX/XX/XXXX and a fifth time on XX/XX/XXXX. I was told an inspector called me on Friday, but I have no records on my phone of any type of call. As of XX/XX/XXXX, no inspector has contacted me. This represents a time period of 18 days. SunTrust states that an inspector will contact me within 5 business days after I request an inspection. What is the issue? As of XX/XX/XXXX, no inspector has contacted me. Regards, 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: 2019-04-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: THEIR WAS A {$2400.00} CHARGE ON MY MY SUNTRUST MASTERCARD ON XXXX-XXXX-2017 THAT I DIDN'T AUTHORIZE. IT WAS PAID TO XXXX XXXX. I TRIED TO CONTACT THE BANK AND WAS TOLD IT WAS LONGER THAN 18 MONTHS AND THEY COULDN'T DO ANYTHING.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2019-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A