Date Received: 2019-03-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: A company has gone into my checking account XX/XX/XXXX and again in XX/XX/XXXX and stolen {$5300.00} both times. Both times Suntrust has not returned my money. Both times, Suntrust has some excuse because the company ripping people off will not return the funds. They will not return my money because they are not recouping it from this scam company. Suntrust never called me to verify these {$5300.00} charges but they said that they did. They NEVER called me. They let a company take {$10000.00} out in 2 payments almost 2 years apart from each other. This company didn't have my home address correct, they never had a copy of my license or any sort of utility bill. They never talked to me on the phone. I asked Suntrust to do a XXXX way call but they will not. Plus the merchant will not ever email me, call me or text me. Suntrust needs to return my funds. When I call Suntrust their team was extremely rude to me. XXXX XXXX, XXXX XXXX and XXXX XXXX were all completely rude and blamed me and refused to help. XXXX made threats to me because I emailed an employee on XXXX and he said that I should not have reached out to her outside of her work. I said well nobody would give me her work email, so I reached out on XXXX. He made some awful threats and nothing has happened to him. He still works there. XXXX XXXX got on the phone after I complained to the President of the bank. He said he was going to help me but he didn't even know anyone in the fraud dept. He was a complete XXXX to us and I have all of these people on speaker phone with some of my employees listening. Terrible people. Please return my money ASAP. They know my son has medical needs and I also have 5 financial products with Suntrust and deposit over 500k a year in these accounts and they are treating me like I am the thief. They are wrong and have no proof. They just do not want to refund me because the merchant will not refund them but they should have NEVER given my money away. Terrible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29609
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called on XX/XX/20 to combine my 2 mortgages and they wont and say they cant because my house is worth less than what I owe and Ive told them so many times because its not the first time Ive called for this issue I have called many times over the years I have well going on 12 years living here in this property and not planning to move anytime soon and Ive called them that the reason I owe my house more then whats its worth is cause my interests was so sly high for so many years and i havent been able to put a gap on my loan i have with them I bought my house almost 12 years ago for {$130000.00} and till this day almost 12 years later i still owe {$100000.00} and yet I call them and ask them about it and they dont see a problem and if they cant fix it and cant do anything about it or atleast trying to help me in any kind of way they can or should
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53215
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: fraudulent check under our my name deposited @ XXXX bank and fund was drawn from my suntrust account. checks XXXX for XXXX blank check XXXX for XXXX XXXX for XXXX XXXX for XXXX These transaction hit my account on XX/XX/2019. aware of it on XX/XX/2019 and file a complain with Suntrust bank. case # XXXX was told by fraudulent dep. that will take 15 days to investigate.now passed that we tried many times to get response but calls goes to their support center in XXXX hard time understanding.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2019-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Root cause of the this complaint - Suntrust refuses payments in full, they send back payments made in full and then they call full payments partial payments and then charge late fees on the very payment they send back. Moreover, their branch locations don't have a clue on how to process payments, their online system is cumbersome and awkward and their mortgage reps are too busy trying to read from a script and being all legalistic versus helping the consumer. No other financial institution or services/goods company deals with payments like this. I'm sure my story is not the only one. My situation : XX/XX/XXXX payment was missed and over looked by myself and my wife due to the holiday season and didn't realize we forgot to pay in XXXX. I admit, my error. However, We submitted a payment on XX/XX/XXXX. We still haven't realized that the XXXX payment was missed until my wife called me about a notice we received stating if we did not catch up by XX/XX/XXXX, we could go into foreclosure status or something. Ouch, ok so we decided to make two payments in XXXX to get caught up. We made a complete payment on XX/XX/XXXX and another complete payment on XX/XX/XXXX. Now from XX/XX/XXXX to XX/XX/XXXX is 90 days or 3 house payments. My XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments constituted 3 months of payments. Right? WRONG! not according to Suntrust. Why? THEY SENT MY XXXX payment back to me, unbeknown to me. WHO DOES THAT? Wait, it gets better. So not only did they send it back, now they tack on late fees to the XXXX payment. Now I get a phone call after XXXX at night from their collections department reading these long descriptive legal sayings like I'm being put in jail. Reading me might rights type of thing. So I asked why your calling me this late and my account is caught up. Oh " no sir '', we didn't accept your payment received in XXXX and we are currently holding your two payments in XXXX and you are now 3 months late on your mortgage and subject to foreclosure on XX/XX/XXXX if you don't " PAY IN FULL '' the balance due. This is when I found out they actually cut a check and sent my payment back to me from XXXX. So, I'm out of town working and have to call my wife and she finds the check in a pile of JUNK mail that we received with promotional offers and such. Have to deposit the check the next day ONLY to make the payment again and be charged late fees so that THREE MONTHS payments can be credited all on the SAME DAY. Secondary to this is, I go into a SUNTRUST location, that says SUNTRUST on it to make a payment and they don't give me credit coincidentally the day after they charge me a late fee. How convenient is that? Let me give the details. I go into a Suntrust Bank on XX/XX/XXXX and make a payment. They charge me a late fee on XX/XX/XXXX and post my payment from the XXXX on the XXXX. How nice. Last thing before I complete this. On XX/XX/XXXX they send out a person to my house disguised as some kind of " property '' inspector to do a collection FIELD call to my house and leave a hand written note with no logo or anything stating for me to call my MORTGAGE provided ASAP. HMMM ... looks like a back-door collection attempt on an account that really isn't late but when you send people 's payments back and refuse to accept them and HOLD payments and don't process them ... I guess in some twisted way I am late. What a pathetic financial institution. BTW I have had my original mortgage from XXXX with Suntrust and refinanced this mortgage to a 15 year mortgage in XXXX to cut seven years off my payback. They got the nerve to ask me if I want to " keep my house ''? I get mad all over again every time I think about this situation. So now I'm ready for the corporate counsel at Suntrust to sit back and craft a precision worded response to my complaint on how this situation is perfectly normal and how me, the consumer, is an XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32506
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This is a personal credit card debt owed by my late husband in the amount of {$1900.00}. He was an XXXX XXXX XXXX veteran who was solely dependent on his XXXX XXXX. When he died on XXXX, XXXX, his XXXX benefit died with him. As his widow, I informed Suntrust of his death by phone and that my husband has no money to pay for it. I was told that I had to submit a copy of death certificate and have it faxed thru the local Suntrust Bank, which I complied sometime XX/XX/XXXX. Together with the death certificate was a copy of the document signed by the XXXX XXXX XXXX stating that my husband was not receiving any XXXX pension since he is only eligible for the health care program. After that I still received a SunTrust collection letter that I ignored since I was told by the SunTrust lady banker to ignore any more letters to collect since this is a personal debt involving only my husband and that I already submitted the proper documentations. Then just this afternoon, XX/XX/XXXX, I got a collection letter from XXXX XXXX , XXXX addressed to the Estate of my husband which he does not have. I am very much bothered with this because I myself as his widow am struggling to survive and can barely pay my bills on time. A copy of my response to this collection will be provided to you by postal mail. So I need your physical address, pls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34748
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-18
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: Since XXXX Ihave been trying to find out Who set up certificates of deposits in my name and joint with other persons When I went into suntrust bank on numerous occasions I was told my monies had a hold on them I found out that there certificate of deposits set up by some person but they were locked in and I couldn't access my monies. As per branch manager at XXXX XXXX in XXXX XXXX .va I have called and sent letters for them to track these monies I have over a XXXX dollars in settlement monies. Thru XXXX XXXX and XXXX XXXX stolen lost and unaccounted for. I have had identity since XXXX & XXXX reported to all credit agencies and registered with the FTC. And confirmed in XX/XX/XXXX by the office of the comptroller for currencies USA Over 20 fraudulent credit requests from XXXX at XXXX XXXX XXXX XXXX XXXX claims fraud on a hard XXXX credit request in XXXX and a XXXX XXXX claim in XXXX with my name fraudulently involved by employee XXXX at XXXX XXXX in new York .the fraud prof goes on and on Also in approx XX/XX/XXXX there were settlement checks issued. To me under XXXX XXXX XXXX from their suntrust bank in XXXX va from XXXX XXXX XXXX XXXX XXXX in XXXX va for {$58000.00} approx And partial payment of approx {$3300.00} approx And {$76000.00} approx As per emails from XXXX XXXXat XXXX and XXXX the one was issued in XXXX and the others no record if issuing from suntrust with no record I have never cashed or deposited any of the checks Suntrust refuses to locate the settlement checks and certificates of deposits as per their XX/XX/XXXX & XXXX letters
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2019-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Suntrust froze my account on XX/XX/2019 said was due to close account because is under investigation for fraud dept. I received wire funds for sale from estate items. Which was about {$34000.00}. The bank said it was closing my account because of rules and regulations. I received a notice XX/XX/2019 of the account closed. When I called the bank to see if my funds are being sent to me they are telling me now there is a hold on this until XX/XX/2019. This has caused me so much grief is there anything I can do to get my money. At closing of the account there was still XXXX in my account. The person who wired the money even try and call bank and nothing. Please I need answers and my money back
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2019-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was and I still am a victim of Hurricane Michael. it happened XX/XX/2018. 5 months later, my home is still deteriorating due to roof damage, because Suntrust Mortgage has my insurance money in an escrow account. I and my contractors have filled out the required forms several times. I have faxed all forms 3 times, and my insurance co. emailed them once. Each time, Suntrust keeps adding on requirements. In the meantime, I literally have rain water pouring through my roof. have replaced tarps 4 times already. Ceilings, walls, and floors are ruined, and water pours in garage on my suv. I need MY money to begin repairs!!! There is mold growing in my attic, and thru my ceilings. My pups and I are getting sicker, and sicker. I am prepared to hire an attorney to sue them for much more than the amount in escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 398XX
Submitted Via: Web
Date Sent: 2019-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I switched cell phone companies turned the phones into the new company who had a promotion to pay the cell phones off to the old merchant. XXXX which was the old merchant charged my bank account XXXX which caused a negative of that amount on my account. I never authorized them to charge my account for that payment. I call SunTrust in which disputed the claim it was approved and I was issued a new debit card. The transaction was attempted again at that time 4 attempts were tried and SunTrust allowed the purchase I again disputed that claim and SunTrust closed the new card that was issued and resent me another card. The dispute came back onto my account this time causing me to be negative XXXX. No one in SunTrust claims could advise me why they allowed my account to over draft almost 2 thousand dollars, and neither was she cooperative in helping me she stated that the merchant had a contract. I advised to her I never signed a contract because no longer did contractual plans. SunTrust was not on my side and failed to protect my account. I explained to her that the issue has happened three times now with this merchant. I have cleared my rent check and many other authorized expenses and this will cause me to be placed in a horrible situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23228
Submitted Via: Web
Date Sent: 2019-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been attempting to request of Suntrust Bank to drop escrow payment on my mortgage so I can pay insurance and taxes directly for 14 months now. They are refusing to recalculate my loan to value after I have invested in new pool and solar roof last year significantly boosting my home 's market value over the one they are using from 2015 when the loan was refinanced. I have reached out to XXXX XXXX who is the mortgage investor but they were not able to compel servicer to recalculate LTV based on current market value and drop the escrow. My loan number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34771
Submitted Via: Web
Date Sent: 2019-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A