Date Received: 2019-04-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: 1. On XX/XX/2019, I approached the Suntrust branch at XXXX XXXX XXXX, XXXX, XXXX, Georgia XXXX, with a check to deposit. 2. The check is in the amount of XX/XX/XXXX dollars and is made out to the nonprofit organization where I am XXXX, XXXX XXXX XXXX XXXX XXXX 3. We need immediate access to the funds, or at least to have no hold placed on the account. 4. The check was drawn on an account at XXXX XXXX XXXX that, if Suntrust had made any effort to confirm or certify funds, would have shown that the funds were available. 5. I asked the teller, XXXX, if she could call XXXX XXXX to confirm funds. She stated I would have to walk over to XXXX XXXX myself to confirm funds. I stated that this obviously would not assist with my funds being made available by Suntrust. After all, I didn't need to confirm funds myself, I am confident in the funds. 6. The teller next to her, XXXX, also became involved in the conversation. Neither seemed familiar with the process of what I was asking them to do. I had to explain that other banks in the past have been able to pick up a phone and confirm funds in order to make them available. They said they could not do that, that they could only deposit the check and they would not even be able to tell me whether there would be a hold. 7. Under duress, I deposited the check at the branch. The receipt did not state anything about a hold. I asked the tellers, and they said they had no information about any hold. This prevented me from undoing the deposit even if I wanted to ; I could have explored check cashing options or other options with the check but Suntrust withholds information from its customers that would allow them to make a good decision regarding what to do with their check. 8. I called Suntrust Customer Service, spoke with XXXX. 9. XXXX stated that the branch, in fact, at their discretion, could have attempted to contact XXXX XXXX, but apparently failed to even offer to do. XXXX stated that, if Suntrust was able to confirm the funds by phone, the branch would pass this information on to the " back office, '' that would then be able to not place a hold based on the information. ( Suntrust branch never did this. ) 10. XXXX also stated that as part of the back office processing that they would attempt to confirm the funds themselves, either electronically or by calling XXXX XXXX. ( Clearly, the back office never did this either due to either laziness or a desire to victimize me and my nonprofit. ) 11. I called the XXXX branch and left a message for the manager and Vice President, XXXX. 12. XXXX called me back in the late afternoon. He stated that calling XXXX XXXX would not do any good because they would refuse to provide the information, and he said that even with confirmation from XXXX XXXX and the writer of the check, that Suntrust would likely not release the hold. XXXX insisted that all banks had the same policies regarding this. ( which I do not believe is correct ). 13. Suntrust itself offers a merchant verification option for merchants who receive a check drawn upon Suntrust. When calling the customer service line ( XXXX XXXX XXXX ) and saying the words " merchant verification , '' Suntrust offers an option for the merchant to enter the account number and other information related to the check into the phone system to verify funds. If Suntrust offers this, it is unclear why they insist that no other bank does. 14. The Funds Availability Policy Disclosure for Deposit Accounts ( " Disclosure document '' ) states on page seven : " We will notify you if we are going to delay the availability of the deposited items and tell you when the funds will be available. '' However, Suntrust is not following its own policies. The tellers did not notify me even when I asked them ; customer service did not notify me even when I asked them ; and the branch manager did not notify on XX/XX/XXXX, even when I asked him. Then, on today, XX/XX/XXXX, my XXXX XXXX XXXX only shows an amount of the hold, not the date that the hold will be released. I had to actually call the manager, XXXX, to find out the dates. See : https : //www.suntrust.comXXXX 15. The Disclosure document also states on p. 7, " If we decide to take this action after you have left the premises, we will mail you a notice of hold no later than the first business day after we receive your deposit. '' This implies that they are supposed to tell you *before* you leave the premises in normal circumstances, which they did not do. There is no evidence that a letter has been sent to me. 16. The Disclosure document also states on p. 7, " If you will need the funds from a deposit right away, you should ask us when the funds will be available. '' I do need the funds right away ; I did ask ; and no information was provided. Why is Suntrust encouraging its customers to ask questions to which no answers are ever available at the time of deposit, and where Suntrust has no interest or willingness in verifying funds to assist the customer? I recommend the following revision : " If you will need funds from a deposit right away, go to XXXX and realize that Suntrust does not care. '' 17. On this morning, the XXXX XXXX XXXX showed a hold in the amount of {$34000.00}, but did not state when the hold would be removed. 18. I called the branch and XXXX revealed that XXXX dollars is to be available tomorrow ; {$4400.00} will be available on the XX/XX/XXXX ; and {$30000.00} will be available on XX/XX/XXXX. 19. These dates do not bear any relationship to when Suntrust is to receive confirmation of funds clearing from the check. That is, there is no way it takes more than a week for funds to clear. Upon information and belief, Suntrust is intending to hold at least {$30000.00} of funds without any justification. 20. Suntrust agents have contradicted each other on numerous occasions throughout this process. 21. First, XXXX stated that the branch could call XXXX XXXX, but the branch, both tellers and manager, have refused to do so. 22. Second, XXXX stated that the back office would confirm funds as part of nightly processing. However, the back office has clearly have not done so, because if they had, they would realize that these are good funds that should be made immediately available. 23. Third, Suntrust is not following the promises it makes to customers in its Disclosure Document regarding customers being able to receive information regarding holds when the deposit is made ; and it is encouraging customers who need funds to ask questions about their funds that Suntrust refuses to answer and to which Suntrust is completely unwilling to assist. The Disclosure should make all of that clear - that holds are a big mystery, that there is no reason to ask questions, that Suntrust doesn't care whether the funds are valid and confirmable, that Suntrust will hold funds longer than necessary in order to victimize customers and profit off of them. 24. All of this is harming me, my nonprofit, and the people we serve. 25. Once these funds clear, I am closing this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-15
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: I Have applied for a Loan, And been Scammed into a Fraudulent activity. I dint Know. Its has hurt my account and caused it to be in a Negative Balance. I have been on the phone with my Bank all last week. It has falling on me. All this begin on XX/XX/19. Now i just do know what to do, i am in hole. My bank should see my History and know i have not done any like this before. My bank act so cold towards me like they do not care. i am very surprise at them and very hurt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Before I begin, here is the overview. A fraudulent check for {$3600.00} was deposited through a Suntrust ATM using my XXXX XXXX stolen debit card. It was withdrawn the next day sending his account into arrears. My daughters name is on the account with him as he is a XXXX. Without notifying us, Suntrust took the amount in arrears, {$2700.00}, out of my account because my daughters name is on it as well. This is what happened. My daughter and her XXXX year old XXXX had an account at Suntrust in which his paychecks were direct deposited. The evening of XXXX, she was checking his account as she routinely does, and she noticed a {$3600.00} deposit had been made. The very next morning there was a debit transaction of {$2900.00}, which was less than 12 hours later. Upon talking with him and making inquiries, he had misplaced his debit card and believed it was stolen at school. My daughter notified the bank on XXXX. Suntrust fraud department said there would be a 10 day investigation. After 10 days, she received an email stating the claim was denied due to discrepancies. My daughter asked for copies of their evidence and reasoning for denial. When my daughter received a copy of the deposited check, the signatures were not a match, where you fill in PAID TO THE ORDER OF the suspect wrote out money amount, and THE WRITING OF THE MONEY AMOUNT was the name. The check was filled out incorrectly and never placed on HOLD. My daughter then filed a police report and an appeal at the recommendation of Suntrust. On XXXX, without notifying us, Suntrust did a bank assisted draft for the amount in arrears, {$2700.00}, from my account to recover their loss. Suntrust told her that the appeal process would take 45 days. During this time, my daughter made several attempts to find the location of ATM deposit and debit card transaction at the request of the sheriff 's office. Suntrust refused to identify where this terminal was. It wasn't until my daughters third attempt and speaking with a manager that she was able to find the ATM location. Come to find out, the ATM ID is stamped on the back of the deposited check! After finally getting the ATM ID and location, my daughter notified the detective with the sheriffs office assigned to her case. The detective was able to retrieve ATM footage which ultimately lead to identifying and arresting a suspect. XXXX days after the appeal was made, XXXX, my daughter made a phone call to follow up with Suntrust. She received an email less than 24 hours later denying the claim again with no explanation. We are still waiting for the evidence to be mailed to us on the appeal. Being a senior citizen, I have my daughter on my account at Suntrust. Suntrust used that to conduct a bank assisted draft of {$2700.00} from my account. I became aware of it when I checked my account. When I went in to talk to them, they couldn't assist. Whomever was present was incompetent. Suntrust also took two of his paychecks, charged him NSF fees and returned item fees as well. It amounts to approximately {$360.00} from his account. Suntrust said the case is closed and there be no further action! The case has been sent to judicial court and the attorney on the case has stated that my money that was " BANK ASSISTED '' is an issue between Suntrust and myself. Suntrust is stating it would be a civil case against the suspect and there is nothing they can do. However, we feel that Suntrust NEVER conducted a real investigation on this fraudulent activity. They just denied it and took my money. Suntrust refused to call the detective with the sheriff 's office. Suntrust also closed this case before the detective was done investigating. Denial for the appeal form was emailed on XXXX. The sheriffs office called on XXXX saying they recovered ATM footage. XXXX was called in by the detective to look at the ATM footage on XXXX and he positively identified the suspect, whom is a student that attends his school. The suspect was arrested, and felony charges have been filed. Suntrust still will not accept this as evidence to refund my money. Instead, Suntrust decided to close this case before the investigation was completed. My daughter and I talked to the attorney on the case in XXXX XXXX last week. She let us know that WHENEVER they go to court, they would be pursuing the {$360.00} associated with the XXXX 's debit card. The debit card is in his name only so it will be the only thing they can pursue. The attorney let me know that the bank assisted draft is an issue between Suntrust and myself. Apparently, to retrieve my money back, I will have to pursue a civil case against Suntrust. I am not sure where to go from here. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XXXX I received a direct deposit from my part-time employer and called in this morning to get the balance. My call was transfer to a representative and she told me my account was being closed due to Suntrust Regulations. It makes me upset that they close your account without warning and you cant ' get an explantation on your own money that your worked hard for. I also have a checking account with them and wrote a check and now my check is going to bounce because my account is on hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/2019 we have been trying to get SunTrust Mortgage to release our insurance funds from Hurricane Michael. After weekly calls we are continuing to get different stories and different instructions. They have stalled to the point we are paying our contractors out of our pocket. To date this amount is close to {$50000.00}. We have submitted checks that clearly show the out of pocket expenses and still no reimbursement. First they said schedule a Inspection so we did. After 2 weeks we called back to find out when inspectors were coming to be a told the Inspection had been canceled due to not being able to contact us. They rescheduled Inspection and a week later we called to find out it was again canceled. At this point after checking both of our phones I responded I would go to XXXX to pull our phone records and prove fraud on their part. A lady contacted me the next day for Inspection. The following day the lady showed up with her children along to do Inspection. This was almost 2 weeks ago. The day after the Inspection we received an email stating the inspector had canceled the Inspection. Even though the Inspection had been completed the day before.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hurricane Florance. SunTrust Mortgage offered us a 6 month deferment of payments due to our being desplaced from our home. Our agreement on the phone was simply to have the payments added to the end of the payment schedule for the existing loan. On month 7 we tried to make a payment and the bank took the payment but we later received paperwork from the bank for re-structuring our loan. A thing we did not want to do. It was explained over the phone that this was the way it had to be. We signed the paperwork and returned it per the instructions. The payment we made on month 7 was not credited to the loan but put into a holding place until the re-structuring was complete and we were told not to make any more payments until the restructuring was complete. We were not informed of that when we made the payment. The restructuring will include a new interest rate. Today we get a foreclosure notice if we don't pay the past months payments as well as fees, attorney fees, and late fees. We need your help to fight this company trying to take our home unlawfully. They won't take payments but they want payments. What they say on the phone is not backed up with what they mail to us. We are living in our home now. XXXX XXXX XXXX, XXXX, XXXX XXXX Loan Number XXXX Home Preservation Client Representative : XXXX XXXX XXXX XXXX Ext. XXXX Sincerely, XXXX XXXX XXXX XXXX and 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: 285XX
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2018, I received wire instructions by email, from XXXX XXXX XXXX XXXX XXXX, an XXXX real estate law firm with wire instructions to Sun Trust Bank. It should be noted the State of Georgia requires all real estate closing to be funded by wire transfer. This way the legal firm, broker, real estate agent and seller receive their funds immediately, while the buyer has no protection under Regulation E. The day of closing I was informed they had not received the wire. The wire instructions, I received from XXXX XXXX XXXX, did list the account number and amount needed for closing, but the account number on the form belonged to a fraudulent account opened by XXXX XXXX. I had conversations with the Fraud Department of Sun Trust Bank. I was informed the account was being monitored for fraud and I would get my {$79000.00}. I received information about the two branches involved. Then, I was told I am not a customer of Sun Trust Bank and all communications stopped. I wanted to review their account opening processes and training. I believe they were negligent in this area resulting in funds being misdirected at my expense. Notes are attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My checking account with Suntrust closed, causing my online banking profile to become invalid despite me having a Suntrust Credit card. I have contacted Suntrust multiple times to rectify to no avail. I need access to online banking to be able to use this CC effectively.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2019 This involves on-line access to my current mortgage account. According to SunTrust Mortgage I am the " co-maker ''. We have an on-line account created, however, it had to be created in my husband 's name because he is the primary person listed on the mortgage. I needed to re-set the password after trying to log on too many times. I called SunTrust to re-set the password, however, they would not speak to me about it because the online account is in my husband 's name, not mine. Now remember, I didn't have the option to set up an account in my name. I am just a " co-maker '' to SunTrust. The customer service rep then attempted to set up my own on-line account, however, because I am not the primary person on the loan he told me they do not offer an online account for a " co-maker ''. I am just as financially responsible for the mortgage as my husband is. I should have the same access to the on-line mortgage info that my husband does. I explained to them that I am the one who set up the account initially and am also the one that accesses it when I need it. I am also the one that sends the payments. They would not re-set the password for me. They told me that they do not offer on-line accounts to " co-makers ''. Don't you think that anyone financially responsible for a mortgage ought to be able to have on-line access to the most current information? In this case I was trying to access the annual escrow statement that comes out in XX/XX/XXXXof every year. I am trying to adjust our budget to make sure I set aside enough money to make our next mortgage payment in the correct amount and in a timely manner. This was time sensitive information that I needed. I spent an hour and 16 minutes on the phone being transferred to various departments. This is not acceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50125
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Have a mortgage through SunTrust. This mortgage is paid by a direct draw from my bank account. XX/XX/XXXX to XXXX XXXX- I changed the bank account for draw. Was drawing from NC XXXX XXXX 's XXXX XXXX. Now using XXXX. This change took 3 phone calls totaling over 8 hours. XXXX XXXX- SunTrust draws mortgage payments from both accounts. I am confused on timing of old and new draws, so I think this may be appropriate. XXXX draw XXXX for {$1400.00}, XXXX on XX/XX/XXXX for {$1500.00}. XXXX XXXX- Email from SunTrust that NC XXXX account is to be charged {$1500.00} in XXXX. This is the old account. Call SunTrust today XXXX to clarify and stop withdrawal. They deny responsibility. Say there is no way old account is being taken from. Report they have no ability to review their emails to customers. They are unable to account for the withdrawal on XXXX and deny that it occurred. They demand that I provide " proof '' that they took my money, but are unable to identify what form of proof will be acceptable. I have bank statements showing both withdrawals by SunTrust. I do not believe the email advising of the pending withdrawal is spam or phishing. It is identical to standard SunTrust emails sent in the past advising me of draws pending on my account. I believe this is a large corporate bank committing fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97330
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A