Date Received: 2020-01-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX I was informed that my bank account was closed and a reason was not given. All the money in my account is from XXXX to pay for my mothers funeral services as of XX/XX/2020 i have XXXX in the account when i called suntrust they said if there is a balance they would send me a check. There will be a balance since i didnt get checks or a debit card yet. I think its XXXX that they can close my account for no reason at all or maybe its cuz i had 2 deposits from a charity to help pay for a funeral.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70005
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I opened a Suntrust account online. 5 days later I funded the account with a wire transfer for {$48000.00} that cleared my new Suntrust account on XX/XX/2020. I went to the bank, withdrew around {$8000.00} in cash and instructed a wire transfer for {$30000.00} be sent to my XXXX account which would have left around {$10000.00} in the Suntrust account. The next morning I woke up and checked my XXXX account and saw the funds were not in the account. So I attempted to log into my Suntrust app to see why the funds werent sent. I couldnt log into the app and receive a notification that said Your Suntrust access has been restricted call XXXX. I called the number and was informed by a representative Suntrust Bank does not want my business and I will receive a letter in the mail in 7-10 days with my check. This is so illegal. If their system allowed me to deposit my funds, they can not hold my money. As a result I have lost business and my credit rating is in a negative dive as a result of late bill payments and bounced checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On Sunday XX/XX/2020 I opened a Suntrust account and deposited {$300.00} dollars over the course of the following two days. On Thursday XX/XX/2020 I was unable to access my account. Upon calling customer service twice. Both times it was stated that my account was being closed and all remaining funds will be mailed after the investigation has concluded. On Friday XX/XX/2020 my employer deposited part of my paycheck into this account that should have been closed. Upon calling customer service again. They would not let me access my money and kept stating policy over and over again. This is unacceptable. There is more than {$700.00} in that account that I can't use until they conclude their investigation and mail my money if they even do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2019, I wired money ( {$25000.00} ) to XXXX XXXX XXXX XXXX out of the XXXX via their U.S. agent in Florida, XXXX XXXX, at Sun Trust Bank in XXXX, Florida. This scam artist stole the money. I filed a complaint with the local police, incident # XXXX, XXXX XXXX Police, of XXXX, Pennsylvania. The police issued a search want to Sun Trust to produce evidence of the crime. Sun Trust has failed to comply for two months. XXXX XXXX was the origin of the wire.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have been banking with SunTrust for many years and on XX/XX/XXXX, I tried to log into my account to review my account balance and I was not able to gain access via online banking. I then visited my local SunTrust branch and was told that the bank had frozen and blocked the account. The bank representative explained that the bank was no longer allowing any transaction to be paid against the account. I then asked the bank representative how long will it take before the bank would be releasing the remaining funds of {$2700.00} and was given an estimate of about 15 days, which the representative said was the usual amount of time after an account is closed, before a check is mailed out for the outstanding balance. However, to this day ( XX/XX/XXXX ), I have not received my money and although I have tried several times to ask about it, I can not get the bank to confirm a release date for my money and they will not give a time line. Today, on XX/XX/XXXX, I even went back to my local branch and the representative I spoke with called SunTrust 's fraud division and informed me that the funds were being held " indefinitely. '' She said the department representative, who would not talk with me personally, did not offer a specific day, just indefinitely. I have not defrauded the bank in any way and I don't feel that I should not be given my money that the bank is holding. There is also nothing going through and I believe they can see that. I have given the bank sufficient time to ensure any transactions that I made against the account have cleared through the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34711
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am currently a Suntrust Customer. On XX/XX/XXXX my XXXX XXXX XXXX Retirement was deposited. On or about XX/XX/2020 I had some movies that were over due with XXXX XXXX which debited my account {$95.00}. This started a down hill spiral with my account. Suntrust has let my account continue to have charges debited from my account even though the funds were not available in the bank account, Each time the paid a debit that I did not have funds sufficient enough to cover the charges. They paid them and charged me {$36.00} each time, These transactions they paid even with the funds not being available, Has now cost over {$280.00} in total fees they have charged me. Not a single text or phone call email NOTHING, to let me know the account was over drawn. I went to the branch in XXXX NC Suntrust Bank XXXX XXXX XXXX XXXX NC XXXX XXXX XXXX in Retail Banking she indicated that letters were sent out in regard to the overdraft, AS of XX/XX/2020 I have not received any letters in regard to my account being overdrawn. This seems like an abusive practice to me, Why did they continue to pay transactions when the money was not in the account. This was 8 transactions from XX/XX/XXXX to XX/XX/XXXX. I tried to file a compliant on the Suntrust On Line Compliant. After answering all the questions and submitting the form. The screen told me to call an 1800 # I called the 800 number, They left me on hold for 68 minutes trying to locate a supervisor. This was unacceptable for me to hold that long. I feel Suntrust financially abused me and has taken close {$300.00} from my fixed income account and did so with out even a phone call! The lady XXXX told me they were not allowed to call me. This comment was a shock since they have called me in the past regarding purchases I made. Thank You for any help you can provide in this matter XXXX 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: 270XX
Submitted Via: Web
Date Sent: 2020-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Suntrust closed my account with XXXX XXXX still in it, since XX/XX/XXXX. I was never told why they were holding XXXX XXXX dollars of my funds but was told I had nothing to worry about I would get it back, then they sent me a notice like I closed the account myself. They gave me a case manager and told me not to come to the local bank again. Its now XX/XX/XXXX and still nothing while I run completely out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 228XX
Submitted Via: Web
Date Sent: 2020-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe that SunTrust / Truist bank is fraudulently withholding insurance check payments from their mortgage customers. My complaint is on the insurance claim reimbursement process. Process is complex, convoluted and seems designed to fraudulently avoid paying homeowners. I am a mortgage customer of SunTrust ( now Truist ). We are renovating the house and had an insurance loss on the house during the renovation. We have been working with our insurance company to finalize the payment amount owed to us to bring the house back to the condition it was in before the insurance loss. The insurance company issued some initial checks, including one large check made out to me and SunTrust. Per guidance from Suntrust, I registered at a site called XXXX that manages the process for Suntrust. Per instructions from that site, I endorsed the check and sent it to Suntrust. They received and processed the check on XX/XX/XXXX. In parallel, knowing that the insurance Co. had agreed to at least this initial amount, I signed a change order with our contractor for roughly half the amount of the insurance check and paid them out of pocket so they could get started, assuming that the process to get paid out by Suntrust should be seamless and relatively quick. I was mistaken. The process has been a nightmare - with changing goalposts, new documents needed during various parts of the process, ridiculous multistage ( and multi-day ) processes, and zero communication from Suntrust or this insurance claim processing site. The process seems designed to be fraudulent - for them to get paid and cash the insurance check as quickly as possible - while making the process to pay out to their customers as slow as possible. It has been over a month and I have yet to be paid back - and don't have a line of site to when I can expect to be. Some specifics : Their site indicated a number of documents that were required to be reimbursed : the insurance adjusters worksheet, a copy of the contractors license and insurance, a waiver of lien from the contractor, etc. I uploaded all of these documents. The site indicates that it takes 3 business days to process documents. After I uploaded all the required documents, there was no communication back to me that there were any issues. It was only when I called the number on their website that they indicated there were specific changes needed to some of the documents - information that they could have asked for up front as part of their document request. Multiple times I uploaded revised versions of the documents requested. Each time it took multiple days to discover that they were still not quite right - and each time there was no communication from Suntrust of any issues - I would have to proactively call to find out there was an issue. Moreover, as the process went on, they requested additional documents not indicated as required on their insurance processing website. Here I am over a month since I started this process, still out tens of thousands of dollars, without any indication of when I will get paid. Moreover, there seems to be no efficient escalation process. Each time I asked to escalate to a manager, I was told it would take 24 to 48 hours before a manager would be available. In general, it took at least that long or longer - and each escalation seemed designed to stretch out the timeframe for repayment. The inefficiency and lack of communication seems specifically designed to benefit their bank. For example, they could start to request and process the documents before they receive the endorsed check. But their process doesn't allow that. They could clearly indicate the documents either required or potentially required, and share some of the specific nuances to be mindful of. But they don't do that. They could proactively communicate where there is an issue with a document ( how hard would it be to build in an automated email that goes out to a customer to say that a submitted document was not accepted and that a follow up is required? ). Again, they don't do that. This feels designed to keep the cash on their books as long as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06905
Submitted Via: Web
Date Sent: 2020-01-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In mid XXXX, XXXX, I received a letter from SUNTRUST Bank that my repossessed car was going to auction in mid-XXXX. there are two problems with this : # 1 My car is not repossessed, and # 2 all my payments since opening the account with Suntrust have been paid ON TIME. I called Suntrust : the agent was very confused by this due to the outstanding status of my payment record. Finally, a supervisor stepped in, apologized, and informed me that someone had transposed the VIN # incorrectly and they would take care of it. On Sunday, XXXX XXXX, I was alerted via email that my EXCELLENT credit score was down 79 points due to the closure of my Suntrust Auto Loan account due to repossession! I called Suntrust again : again they were confused, and gave me a CASE # in order to resolve the devastating situation. As if all that is not bad enough, I went to my own bank to refinance the car as I want nothing more to do with Suntrust, and, although they approved the loan, the interest rate was higher due to the credit report of repossession. It needs to be noted that my credit report also shows the same auto load account OPEN in good standing! Suntrust has singlehandedly ruined my EXCELLENT credit score due to THEIR errors!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a business account with Suntrust in XXXX and made a cash deposit into the account. The next month of XXXX I deposited a check into the account and Suntrust then started the process of closing my account XX/XX/XXXX. The reasoning was not following rules and regulations. I have no idea what that means. I felt the company wasted my time. The representatives told me the account would be fully closed within 10 to 15 days. That frustrated me but I just waited. XXXX weeks has since went by and now the representatives tell me with this investigation Suntrust has no time frame on when they will return the money that was deposited into my account back to me. Every time I call and reach out trying to find out any information on whats going on with my funds I receive different information and no one can help me. A supervisor told me there is nothing else I can do but just wait.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23504
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A