Date Received: 2019-02-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SunTrust Mortgage continues to report erroneous information to the credit reporting agencies. In XX/XX/XXXX, I notified SunTrust in writing of the errors but as of XX/XX/XXXX the erroneous information is still being reported by the credit reporting agencies. SunTrust Mortgage reports that my mortgage was delinquent, in collections and then discharged in bankruptcy. This is not true and their own records submitted in XX/XX/XXXX prove that this is not true. The mortgage was always paid on time, never late and was completely paid off in XX/XX/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: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Weve had this loan ( refinanced a couple years ago and the loan was sold to suntrust ) and hadnt had any issues until we signed up for bi-weekly payments. Since signing up the bank has had a hard time applying to money they take from our checking account ( we have automatic withdrawal ) to the mortgage. Twice they took the money and kept it in a holding account and then sent us a letter saying we were going to be late. We got that figured out twice. Then now I check the mortgage and the loan amount has gone up by {$1000.00}. Loans are suppose to go down. Well we had {$4000.00} in a holding account but their app was telling me that the payments were being applied. So now they have our money and are charging us interest on a loan theyre not paying. That is theft in my opinion. Weve had no-weekly payments set up since XXXX and have yet to have they payments applied correctly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A few months ago, I was advised that the web site for managing my Suntrust mortgage account ( https : //suntrustmortgage.customercarenet.com ) was being retired in favor of suntrust.com effective XX/XX/2019. The " old '' site displays this message : Please enroll in Online Banking at suntrust.com to continue to manage your mortgage online. You will need to create a new userID and password using your mortgage account number ( if you do not have it handy, you may log in below and locate it before leaving this site ). When I try to log onto the new site, I get error messages indicating that my records can not be matched. I am advised to contact Suntrust by phone, but have never been able to reach a human being to help me with my issues. I am now afraid that ( 1 ) my loan servicing will be continued electronically despite the change in parameters, and that ( 2 ) I will stop receiving important information, notifications about my account, and the ability to manage my account without a lot of effort in dealing with Suntrust 's failure to manage my records and transfer them correctly to their new system. If they can not do something as simple as linking my account information so that I can open an online account as they have instructed, I have no basis for believing that they are recording or applying my payments correctly, either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2019-02-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday, XX/XX/ 2019 I transferred {$130.00} from my XXXX account to my Suntrust account. The money has subsequently been stolen by Suntrust ( they do not recognize the transfer despite XXXX saying the transaction was completed and my funds being missing ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2019-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Recently I decided to attempt to change my mortgage company. One mortgage company asked for certain information from SunTrust Mortgage. SunTrust decided to charge me for the expense they deemed necessary for faxing the information to the mortgage company. They added a {$15.00} fax fee to my mortgage payment!! I shrugged this off, mistake on my part. SunTrust has decided to add {$45.00} to my mortgage payment for next month. I was advised that the addition in the mortgage payment was for three separate fees for faxing. It has been my understanding that a mortgage payment was the amount that was agreed upon and one that has been signed by the customer!! In effect, this would constitute a breach of contract? I am saddened by the under handed ways that business are operating by!! The housing market in 2008 was proof that because of people that are not above board, we can have another crash in our housing system!! I can fax pertinent papers to you so that you can make an informed response. I thank you for your time and effort.
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: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I filed a fraud claim with Suntrust Sunday on XX/XX/XXXX for a XXXX transfer I had initiated using the Suntrust app but suspected was fraudulent. Since the amount of the transfer was above the daily limit, the app gave a message that it would not be processed immediately. The recipient also informed me that they had not received the money, so I called Suntrust and asked them to put a stop on the payment which is how the claim was opened. On XX/XX/XXXX Suntrust issued a temporary credit for {$1500.00} to my account. On XX/XX/XXXX I received the email from Suntrust copied below stating that the transfer had not reached the destination and that the XXXX service had been cancelled on my account. On XX/XX/XXXX I received a call from Ms. XXXX XXXX from the Fraud department. I forwarded her the email I received on XX/XX/XXXX to her after answering a few questions about the claim. On XX/XX/XXXX I received an email saying that the claim was being denied and the {$1500.00} was going to be taken from my account on XX/XX/XXXX. Today I have spent 3 hours on the phone with both the Customer Service and Fraud department ( note that XXXX XXXX has not returned my calls ) trying to figure out where the money from the XXXX transaction that, per their email to me did not reach its destination is, was and when it would be returned to me. Not a single person could tell me where the money is. The only answer I got was that the claim had been denied. Email : SunTrust Bank XXXX logo Dear XXXX, We couldn't complete your payment to Key Key ( XXXX ). This money won't reach its destination. As a security precaution, we have suspended your XXXX account. This means you can't send or receive money with XXXX. Contact us at XXXX or XXXX to resolve the problem. Payment Details Confirmation Number : XXXX Amount {$1500.00} From SunTrust Bank, Checking, XXXX To Key Key ( XXXX ) We apologize for any inconvenience this may have caused you. Sincerely, Customer Service This email was sent to XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30092
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A transaction in the amount of {$58.00} to XXXX XXXX goes thru every XX/XX/XXXX or XX/XX/XXXX month. First time I noticed back in XX/XX/XXXX or XX/XX/2018. I called my bank and let them knew the transactions were not authorized by me. Not only I wanted to dispute the transactions but I also wishes to stop these going forward. I never heard back from my bank afterward and I assumed it was taken care of. Recently I saw the transaction again, I called telephone banking, after being transferred to 4 different customer service rep, I was told that the transactions were not stopped because the previous case was denied due to out of 30 days time limit that I had to report any unauthorized transactions and the bank is unable to make stop payment just using the name and the amount. They need more information. Unless I change my account number, these transactions will continue to go thru and they are unable to do anything about it. Rep name XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: In XX/XX/XXXX SunTrust Bank received a wire transfer payment of {$160000.00} to the attention of our company. SunTrust never forwarded the funds to us but credited the funds to another partys bank account. SunTrust never contacted us, the sending bank or the payer about possible inconsistent wiring instructions. After multiple outreach by us, the payer and the payer 's bank, SunTrust confirmed on XX/XX/XXXX with us and the payer that it had the funds and SunTrust requested the payer to complete one additional form to return funds to it, which the payer did. On XX/XX/XXXX, SunTrust informed us the funds were not forthcoming and payer needed to ask its bank to contact SunTrust 's Fraud Divisions for the two banks to resolve. Since SunTrust staff and executives ( we sent letters to senior executives by XXXX with receipt required when lower staff did not respond ) have been aware of this complaint for months, it is ridiculous that SunTrust is now requiring payer bank to contact yet another SunTrust unit to investigate claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX, Suntrust allowed a wire transfer of {$2900.00} out of my daughter 's savings account, I am also on the account. There was not even {$2900.00} in the account. I saw it immediately, put {$300.00} in it to bring it to even. She works late shift, I had to wait for her to wake up from working until XXXX XXXX, she let me know she does not know what happened. It was not anything she did. We called the bank, and by the time we did, the {$300.00} that I had put in was also gone ... all of this happening onXX/XX/XXXX. The bank will not put the $ back in, will not do anything other than say " our fraud department will handle it ''. 10 days later, no $ has been put back, no updates. This was over 60 % of of my daugher 's funds. They closed the account on the XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37343
Submitted Via: Web
Date Sent: 2019-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Suntrust bank has restricted access to funds we entrusted to them through our business account. Bank personnel have refused to issue and honor official checks, blocked wire transfers and all other forms of debit, despite sufficient funds being available in the account. The bank personnel have provided no explanation for this action
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2019-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A