Date Received: 2019-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage with Sun Trust Bank and have had some trying times with these people. Recently I was told by them that I didn't have Home Owners Insurance and that I had a lapse from XXXX XXXX thru XXXX XXXX. I called my HOI insurance agency and they sent proof that I did have HOI with them, they called Sun Trust and we made a three way conversation and the lady at XXXX XXXX advised them that I do have coverage through them and since I have allowed them to automatically withdraw the fee, there couldn't be a lapse. However, Sun Trust didn't wait for proof that I do have HOI and took out a {$45.00} HOI and added it on to my mortgage payment as fax charges!! I have had my escrow since I signed with Sun Trust and I believe they want it so they can add it on to their " cushion ''. I am trying to acquire another mortgage company but it takes time. I check the XXXX and other agencies to make sure don't have a lot of complaints. I hope you can help to solve this problem for me. Thank you for time and effort. As an after thought, the 2008 housing debacle still looms in our minds, will it happen again? Some people said it could never happen!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2019 I received a letter from SunTrust bank stateted that a check of the amount of {$76000.00} was deposited in my bank account. stated the {$5000.00} was available now and $ XXXX would be available within 3/5 days later which it did. However, on XX/XX/2019 a massive overdraft was taking my account without further notification. I received a voicemail from XXXX stated that my account was overdraft to not further use. I contacted the branch manager, XXXX who was trying to help, but had no idea of what was going. He advised that the Chief Officer of SunTrust bank would be in contact with me. Its been a week later and no one really has any solution. Since I had recently filed for worker comps with my employer, I thought it was a check that was deposited in my account. Now my account is {$810.00} overdraft and no Suntrust managers know why the cause as my current employer check is being deposited funds in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 at approximately XXXX XXXX my husband, XXXX XXXX, and I were having lunch. He was checking his banking at XXXX XXXX and saw a pending withdrawal for {$1200.00} for Suntrust Bank. We thought we had missed a mortgage payment and added money from savings to checking to cover our $ 2093 monthly mortgage. I remembered that I had received an email on XX/XX/2019 ( approximate date ) saying they had received our mortgage payment and applied it. We were two hours from home. I attempted to call Suntrust over FIVE TIMES ... with wait times equaling over two hours ... I was shifted from department to department when I finally got a human on the phone. No one could find the XXXX that is attempting to be taken out of our checking account..and then the additional funds we transferred from savings to checking was being grabbed by Suntrust also. As soon as we got near home we went to XXXX XXXX to stop payment on the {$2000.00} total. We were told because it was so late in the afternoon they weren't sure they could stop payment. Suntrust ... as far as we can tell ... .insists they aren't taking money out. We have never authorized payments to come out of our accounts and use the bill pay feature when we have a mortgage payment due. Suntrust is an out of town bank preying on the elderly by not having decent phone service and no answers to important questions. I want them to sell our mortgage to someone with reputable service and centers we can go to with questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2019-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a new SunTrust Advantage Checking account under bonus offer XXXX on XX/XX/XXXX. As one of the requirements I had to fund the account with {$100.00} within 14 days. As I was traveling and not near a branch I used Suntrust 's web site to request an external transfer to fund my new account. THREE such requests ( one on XX/XX/XXXX, and two on XX/XX/XXXX ) were rejected/cancelled by Suntrust days after they'd been submitted. The fourth transfer request on XX/XX/XXXX ( on day 14 since account opening ) did finally go through and the funds arrived on XX/XX/XXXX. The external transfer system at Suntrust is clearly broken - so far only 2 out of 8 transfer requests I've submitted have been executed. It appears Suntrust is deliberately delaying processing and subsequently cancelling their customers ' external transfers so that they can run down the 14-day clock and claim that the account did not comply with the bonus offer requirement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2019-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-06
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: In XXXX, XXXX I secured a car loan with SunTrust, account number XXXX. The loan funds were then deposited into a SunTrust checking acct ( # XXXX ) with enrollment in XXXX. This was confusing as I had never seen such an arrangement before. I have had approximately 10 car loans over the years and this was different than any before. Two years later, I received an advertisement from SunTrust offering me a lower rate of interest for my car loan with SunTrust 's subsidiary, XXXX. I filled out the loan application online with XXXX and received the new loan account # XXXX. My monthly payments fell from {$670.00} to {$630.00}. I was thrilled. In XXXX, XXXX I received notice from SunTrust that the original loan, secured by checking account # XXXX, was overdrawn. I was out of town for the holiday and did not address this problem until XX/XX/XXXX. I have since spoken with multiple people at SunTrust and XXXX and Ive been told that it is my fault that I didnt pay off the first loan when XXXX sent {$29000.00} into that same checking account XXXX in XX/XX/XXXX. That account had still been paying back the original {$670.00} monthly and had run out of funds. I have been automatically sending {$630.00} to XXXX for almost four straight years. I believe there was a bookkeeping error by SunTrust/XXXX that happened when that {$29000.00} was sent to the checking account. I was told by representatives of XXXX that the USE OF PROCEEDS section on page two of my XXXX seven-page document instructed me to use the proceeds for the purpose indicated by you in your application for this loan. I was never told my anyone online or on the telephone that I had to actively do anything to pay off the first loan. The companies offered me the loan reduction. I did not seek it. I was thrilled to pay less on a monthly basis, but I strongly feel that I shouldnt be punished with three more payments of {$670.00} for a loan that shouldnt even exist. I still have four payments of {$630.00} remaining with XXXX. I am stating that SunTrust and XXXX used unfair and deceptive practices. And when I wrote to the executive offices and had FIVE telephone calls with XXXX XXXX in XXXX 's exec offices, I was finally told they would do nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2019-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-06
Issue: Credit limit changed
Subissue:
Consumer Complaint: SunTrust Bank closed the overdraft line of credit for my personal checking account in XX/XX/XXXX and did not notify me. I found out in XX/XX/XXXX when I checked my credit report. The line of credit was closed while another financial institution had a hold on my checking account in XX/XX/XXXX ; the court ordered reversal of the hold in XX/XX/XXXX. I talked to people at SunTrust Bank to get the line of credit reopened, including XXXX XXXX, Supervisor of Loan Servicing and XXXX XXXX, Office of The President, but the bank refused to do so. I have never been late in paying on the line of credit, which should be reopened without my having to apply for new credit. The whole situation occurred because of circumstances beyond my control and without me being at fault. I have been discriminated against.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20705
Submitted Via: Web
Date Sent: 2019-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX, {$560.00} of available funds were in my checking account with SunTrust Bank. These funds were frozen and the account was closed. Through multiple phone calls and meetings with the branch manager, I was advised that even though the account was closed, the funds were unavailable to me and would not be available for up to 14 business days. This is completely unreasonable ; I have bills and rent to pay and holding on to funds that were deposited from my employer puts me in a major hard place. I have accounts with other banks and have never had anything even remotely close to this happen before.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27103
Submitted Via: Web
Date Sent: 2019-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Opened account around XX/XX/2019 Funded acoount via ACH in the amount of XXXX around XX/XX/2019 account was closed and online access restricted. bank call center indicating my account has no balance and no record of opening deposit. the canceled debit card number as i do not know the account number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08205
Submitted Via: Web
Date Sent: 2019-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Following SunTrust Banks repeated mismanagement of our escrow account, My wife and I have been trying to get the bank to close the escrow account since XX/XX/XXXX. They have refused to do so. On XX/XX/XXXX SunTrust sent a letter stating six ( 6 ) requirements needed to be met before they would remove the escrow account. On XX/XX/XXXX we sent a letter by Registered Mail to SunTrust showing that all 6 requirements for closing the escrow account had been met and again requesting that they close the escrow account. The registered letter was received by SunTrust on XX/XX/XXXX as evidenced by the registered return receipt. As of XX/XX/XXXX SunTrust has NOT responded to our letter and has NOT closed the escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32080
Submitted Via: Web
Date Sent: 2019-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: SunTrust XXXX XXXX - Please kindly accept this as formal notice, requesting the termination and closing of Account ( s ), resulting from SunTrust Mortgage , Inc. failure to repay its Funder sums owed rendering a default upon Account. The undersigned have no obligations or liabilities owing to SunTrust Bank, or SunTrust XXXX XXXX, therefore it is understood, SunTrust XXXX XXXX will return to the undersigned, by transfer, securities and property in Account ( s ) and will no longer accept orders for the transactions after receipt of this notice of termination requesting the closing of any and all Accounts. These accounts would include securities and property recorded upon the XXXX XXXX County Registry and identified as XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX. Thank you, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, North Carolina XXXX and XXXX XXXX ( fka XXXX ) XXXX XXXX XXXX XXXX, North Carolina 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: 2019-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A