Date Received: 2019-03-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Suntrust/ XXXX XXXX XXXX XXXX Complaint My Name Is XXXX XXXX XXXX Company EIN XXXX Company Name : XXXX XXXX XXXX Time In Business 3yrs Merchant Id : XXXX Merchant Id : XXXX Contact Email : XXXX I opened a business account with SunTrust following that I opened a Merchant account as well. I recieved my welcome letter from XXXX XXXX XXXX XXXX letting me Know That I will Have a team of specialist at my service for 2 statements along with my login credentials. Everything Started out ok the first few weeks then on XX/XX/2018 I notice there wasn't any activity in my account I was like, ok I'm going to give it some time the money may not have come to my account yet, so a few days went by and I decided to call SunTrust Risk Management Department and see what was going on and I left a message and XXXX XXXX called my and informed me that my account was on hold and she sent me a email. I began to reach out to my Clients and customers to get this matter resolved. upon me doing so I recieved another phone call from XXXX XXXX Risk Management, Letting me know that I dont have that much time, and I let her know I'm waiting on my clients to put ther signatures on the invoices and I will send it quickly she said ok make sure your do this so soon I said ok. I did so and sent a Email as well confirming just to be on the safeside. I began checking my account and there was still no activity then I find out that my account was closed, I called the department everyday from the end of XXXX until now I have called numerous numbers XXXX gave me and made they sent numerous emails stating to risk management I needed a courtesy phone call. no response straight to voicemail. XXXX XXXX gave me the case numbers and told me to send one to risk management and there department. I spoke to the Guy name XXXX XXXX from XXXX XXXX who did my setup/ application and he wrote 2 support tickets, he then tell me that I just have to wait for the disputes in the mail and for risk management to call me that there was nothing he can do its out of his hands. I also went to suntrust branch to ask for help, they sent a fax with all of the documents XXXX needed. XXXX was there the 2nd time I came in and he told me he was new he just got started. by this time I'm very upset because my accounts are closed and my business account has went to collections because of this. none from the so called team of people was there nor did they offer to help they just started sending me to XXXX voicemail. Now I am no longer able to login into any of my accounts and they did not tell me when will the funds be released eveytime I call it says this account is not recognized and they have blackballed me from being able to open another merchant account, I've been in business for 3 years and as soon as my hard work begins to pay off this happens. They did'nt even offer me a loan or ways to protect my account from getting to that point or ways to help resolve this problem. now my business has taken a hit because of it. Numbers they gave me 1. XXXX option # XXXX supervisor line 2. XXXX 3.XXXX 4.XXXX 5. XXXX 6. fax # for documents XXXX chargeback dep. option XXXX 7.XXXX option XXXX 8. XXXX XXXX option XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2019-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Mortgage provides a horrible level of customer service. My mortgage loan was sold to Suntrust through no choice of my own. I have been trying to make an online account for almost two weeks, since THEY ( Suntrust ) changed their website, and my old login no longer works. When I try to create the new account, I receive an error message stating, This service is temporarily unavailable. Two weeks is more than temporarily. When I try to call, I am consistently on hold for OVER FORTY MINUTES!! The main reason for my call is that my autodraft amount has changed against my will. I have previously requested that an extra amount be drafted each month. This extra amount has not been drafted since Suntrust has changed their system/website. This change is going to cost me more over the life of my loan, through no fault of my own. In the past, Suntrust has also erroneously reported on my credit report. If anyone reading this has any choice in the matter, DO NOT ALLOW SUNTRUST TO SERVICE YOUR MORTGAGE LOAN. I wish my loan could be transferred to another servicer, and that these inadequate service levels would not be tolerated in the industry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37934
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-04
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: After weeks of waiting I was told SunTrust bank would not refund me the XXXX in fees that occurred due to how they handle my overdraft. I set up a over draft protection as directed by bank employee at SunTrust in XXXX XXXX, MD branch. It says it has a {$5000.00} limit which at the time it kicked in when my account went below XXXX. stopped working after only XXXX items went thru ( they charged me $ XXXX/day for unlimited items, that was the agreement at the time I set it up ) Out of the {$1000.00} in bank fees I was charged only XXXX of those are what I agreed to pay {$38.00} /day unlimited items. I was returned only XXXX of these fees and was told it was not a bank error that it was linked to another card even though it has a different number and when I check online has a different available credit. So it stated I had over XXXX $ available but after XXXX $ they cut off the line and returned XXXX items and then charged me {$38.00} per item returned. I don't see how this is possibly legal? and if it is something should be done to make it not so!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Repeatedly tried to resolve with Suntrust and based on what I am hearing from others, Suntrust does this frequently and should be investigated. They are refusing to even do a holdback for whatever work they think is needed, and are holding hostage all of the settlement money I received from the insurance company. Suntrust has NEVER sent over a list of what items they deemed needed to be fixed. I had their evaluator out who told me she was going to put the work done on the house at 80 % as they usually payout at 80 % -- -which is why she chose 80. I chose to have my roof replaced even though the repair had already been made months before when Suntrust sent the first person out to inspect ( who didn't see anything that needed to be fixed aside from the roof tiles being put back on that we took off for the repair ). I have since had it replaced, and were just waiting for tiles. Anything else is cosmetic and does not have to be repaired. Suntrust instead arbitrarily===just for my loan changed their 80 % to 90 % so they can hold on to all the money. A brand new roof does not cost {$57000.00} so there is zero justification for holding on to ALL of the funds in any logical framework. They can't justify holding back that much except as for RETALIATION for the complaints I have made -- -when their own adjustor said they pay out some funds at 80 %. This is retaliatory and not justified when my home is worth at least {$450000.00} and I owe them {$130000.00}. Please get them to justify holding back {$57000.00}!!! No roof costs that much for the size of my house. Again, they have never said what repairs they need made!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2019-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: it's fraud I didn't apply for credit cards or loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own and only for my use
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32244
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-28
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 have my credit card through Suntrust Bank. My card was stolen and used on XX/XX/XXXX, along with a credit card I hold for my mother for emergencies. The fraudulent user charged {$11000.00} on my card in 4 separate transactions. Three {$3000.00} transactions and one {$2000.00} transaction at a XXXX in XXXX, NC where I was visiting family at the time. The charges on my moms card totaled {$8000.00} at the same location, but hers have been totally resolved.When I realized my cards were indeed lost and stolen on XX/XX/XXXX, I immediately cancelled my card and filed a fraud complaint as did my mom. My bank recently has said that they denied my claim and found me responsible because I participated in or benefited from three transactions. They refused to provided me with any evidence or the full investigative report to prove themselves. I am at a total loss. My credit history does not reflect this kind of spending and besides the fact that these charges were clearly FRAUD, no one from my bank notified me or called me to verify that these unusually high amounts were legitimate at the time the transactions happened. This is unfair and the stress of all of this has greatly affected me. I have since filed a police report and will hopefully be speaking to my case manager soon. I never thought I would have to prove that I am not a thief. Absolutely ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2019-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: i Contacted SunTrust about a unauthorized inquiry on my credit report and unfortunately I was told SunTrust do not have a written consent with my signature in agreement to their invasion of my privacy. They also stated they had permissible purpose to do so through other unknown companies that supposedly have a consenting application for credit. However, Suntrust have fail to display the application with a signature or electronic signature or any form of consent to allow this inquiry. This company records do not provide the one document to be factually sound in their previous statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07017
Submitted Via: Web
Date Sent: 2019-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: An account was created in my name at SunTrust Bank. I've never banked there, have no desire to bank there. Each month {$10.00} in fees are assessed to this empty account. I have called and emailed and tweeted SunTrust but they refuse to or are unable to close the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received a postcard saying I recently closed on a mortgage with Suntrust Bk. There was a mortgage number id that didn't match my mortgage number, which was paid off in XX/XX/XXXX, and there was no return address or identification of a company. I am attaching a copy of the post card with this complaint. Thank you, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened an account at Suntrust Bank 3 weeks ago. After receiving my payroll check, I deposited it into my axcount. The bank CLEARED the check ( meaning they have they collected the money ) and then closed my account and is refusing to release the funds to me. No reason given. No explanation. Response from bank has been cold, dismissive apathy. They say they have the right to do this! Meanwhile, my utilities were shut off, bills unpaid, I can't buy food, gas or get to work. I have a XXXX son. Please somebody help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A