Date Received: 2019-02-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On or about XX/XX/2015, my ex-husband stole my identity and purchased a vehicle in my name without my authorization. When I first learned about the theft it was through an alert from my credit monitoring service. I immediately filed a police report documenting the theft. At the time I was unaware of how my information was stolen or who stole it. I have tried to have this information removed from my file by way of disputing with XXXX ; however, the creditor, Suntrust Bank, continues to place this debt on me despite sufficient proof of fraud/identity theft. Early this year I received an legal affidavit from a person who identified themselves as XXXX XXXX. In the affidavit she admitted to conspiring with my ex-husband to use my identity to purchase a vehicle in my name without my consent. Upon receiving this notice I immediately went back to the originating police department and filed an updated police report. I also contacted XXXX to put them on notice to have the information removed from my credit. After waiting two months XXXX stated Suntrust alleges the information is accurate. This information is not accurate. My identity was stolen by my husband during our divorce process. He used my identity to open several financial accounts in my name as well as file taxes. He used an address in which I've never lived. I have provided documentation of this and have filed a motion in court to have a judge rule in the matter as a result of the supporting documentation I've have. I also would like to point out that XXXX has sufficient information regarding the matter as well to ensure this fraudulent information does not continue to report falsely on my credit file.
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: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an account with SUNTRUST mortgage since 2005. I have never been late on the payment because my payments are automatically withdrawn from my account. For the past XXXX months i have been charge late fees due to errors in the SUNTRUST mortgage department. I am being told that payment are put in some sort of account because Suntrust reports they did not know where to apply the funds. Their response is very questionable since the draft payment have the mortgage account on it. I have called and have the error corrected in the past. but the problem continue to happen. I am in the last phase of paying off my home and based on evidence based actions from the bank and on my experience, the Bank is making errors so that it will not happen. I am not sure what other options I have since I am soon to be in my XXXX 's and not sure if i will qualify for another mortgage. I am very concern I maybe the subject of elderly discrimination with this bank. Please review my complain and advise what are my options. Also after speaking to the Bank representative, they want access to my account. I am very concern and will not permit the Bank access to my account because of the potential of Banking errors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30260
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I've called before to see whats going on just the fact they did closed the account before. It makes no sense to send a letter to me. Since they close the account before.on the letter it showed from XX/XX/2019 thru XX/XX/2019. Account been closed where this has this came.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/19 I made a deposit in the amount of {$500.00} to a suntrust ATM located at XXXX XXXX XXXX XXXX, XXXX, FL XXXX. In the middle of the transaction the ATM malfunctioned and restarted. I immediately called into the customer service line to make sure my deposit went through ( time of call at XXXX Saturday XX/XX/XXXX ). I spoke with a representative that let me know that the deposit did in fact go through. I asked if I needed to take any further action and was informed that I did not. On Sunday XX/XX/XXXX I was auditing my account and noticed that the deposit for XX/XX/XXXX was not reflecting on my account. As it was a Sunday I waited until XX/XX/19 at XXXX to call in to customer service and speak with someone about my lost deposit. A claim representative let me know that he saw a deposit was attempted but it did not ultimately go through. I was told that I would have to wait for an investigation to be completed but a temporary credit could be applied to my account in 10 business days. I expressed my concerns about having to wait 2 weeks to have access to my money due to a malfunction with their equipment and was not offered any solution to that. XX/XX/XXXX at approximately XXXX I went in to the branch where the transaction took place. I asked if the branch had access to the ATM camera and was informed that they did not as they do not service the ATM themselves. I asked if the temporary credit could be expedited, a representative called the disputes line and was informed that we would not be able to do so. It was brought to my attention by the representative that their power went out 3 times over the last month. I was told that I would have to wait for a count to occur and see if they have surplus cash. At this time I am not confident that Suntrust will give me access to my deposit. Furthermore, if I hadn't noticed that my deposit hadn't posted they would have kept my money. The ATM didn't give me a receipt ( turned off in the middle of my transaction ), I don't have access to the video from the ATM, I don't have access to the calls I made and the counters could just lie about having surplus cash.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33607
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I contacted XXXX XXXX XXXX on : XX/XX/XXXX about a unauthorized inquiry on my report dated for XX/XX/XXXX ... I was informed after providing my name that XXXX XXXX XXXX was unable to provide information about the inquiry or any form of application for credit to prove consent.
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: 2019-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-18
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Ive contacted Sun Trust serveral times and just get the run around. I recently sent them a copy of my Identity Theft Report from the Federal Trade Commission along with my driver lisence and social security number. I got a letter back from Sun Trust saying they need account number and specific information being disputed. They have all the information from me. I cant help they let someone open up a account in my name without getting ahold of me first. If they wouldve paid attention to my credit reports theyre been serveral fraud alerts on them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37303
Submitted Via: Web
Date Sent: 2019-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: SunTrust Bank has still not sent out 1099 forms. The legal deadline has passed. Same problem as last year : we waited and waited for the very late document before we could file our Federal/state income tax. Our accountant says that other SunTrust customers have had the same problem. When I talked to the bank they offered no reason or excuse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2019-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/19 I was preparing to close on a property, XXXX XXXX XXXX XXXX La. XXXX. The closing was scheduled for XX/XX/19. I was instructed to wire {$32000.00} needed for the impending closing early to prevent another delay in closing on the property. My closing/Escrow officer, My banker and I were waiting for the lenders approval to send the money for the closing that was scheduled to take place early XX/XX/19. Once we obtained approval, My closing/Escrow officer sent me the wiring instructions and I forwarded the wiring instructions to my banker. My banker wired the {$32000.00} needed for closing to the Title company listed on the wiring instruction sheet. The name listed on the wire instructions were XXXX XXXX XXXX at Suntrust Bank. I arrived for the closing and realized the funds were not available. The funds were intercepted by a fraudster and were not available to the Title company handling the closing of the home, XXXX XXXX XXXX. I as well as many others contacted Suntrust fraud department. I was told my bank had to contact them with a list of instructions of which one was to fill out a hold harmless agreement. No one involved in this fraudulent activity has offered any suggestions as to how I can recoup my {$32000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2019-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/XXXX there was fraudulent activity on our account. Both my daughter and myself are on this account together. The account was scammed in the amount of XXXX. There were two separate checks put into the account by a scammer on the XXXX in the amount of XXXX and XXXX. My daughter called the bank on the XX/XX/XXXX to alert the bank of the fraudulent activity on the account. She was told to contact the fraud department for further investigation. Once she contacted, she was further instructed by the fraud department that she was responsible to repay all monies at this point. This was before the investigation even started. From here on out we have not been called back to be updated on the status of this claim. The amount in question totals XXXX. This was the final cleared amount from the fraudulent checks. We are now being told that we would have to repay this amount. There was no help from the bank in this matter. We were advised later on after case was opened, to file a police report. We have complied with the bank and filed the report. Since the report was filed no one from the bank even asked for a copy of the report. Or even further investigated into the matter. This matter has been going for a month now. As of today I visit my local bank in town to speak to the branch manager again, only to find out he was not in. I spoke to an assistant of his to was tying to assist. She was able to get a hold of a manager in the fraud division. I spoke to the gentlemen in the fraud division who then proceeds to tell me they have closed the case. We are now being threatened to be taken to collections for XXXX. This case has not been resolved or fully investigated. I am seeking help. Where is the consumer protection?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2019-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2019 I deposited a check for {$18000.00} into my Suntrust business account. On XX/XX/2019 I was sent an email from Suntrust of a notice hold on funds. I tried to log into my Suntrust account and I found out that all three of my banking accounts had been closed. I called the online Suntrust banking service and they wouldn't tell me anything. I went into the Suntrust XXXX XXXX branch and XXXX XXXX couldn't tell me anything. I began calling Suntrust over the next several days and couldn't get an answer from Suntrust online banking or the Suntrust XXXX XXXX branch. I was told XXXX XXXX from the XXXX XXXX Suntrust branch was out of the office. Finally the online Suntrust banking department and XXXX at the Suntrust XXXX XXXX brance told me they were waiting till XX/XX/XXXX for the deposit I made to clear and then an additional 5 days for any transactions I may have made to clear. XXXX and the Suntrust online department said I would be receiving a cashier 's check for {$15000.00} through the mail. I called XXXX and told her I wanted to pick up cashier 's check and she said it would have to be mailed. I told her I needed to change my mailing address and she said it was too late but she was able to make the change. I called Suntrust online banking around Friday and the guy who I spoke with told me I was no longer going to get a reimbursement. No one at the XXXX XXXX branch would give me any info or discuss what was going on. I then starting calling until I could reach XXXX. No one with Suntrust online banking or at the branch would tell me anything or discuss anything with me. XXXX told me to come back on XX/XX/XXXX and she would explain everything with me. When I got there XXXX told me to have my client have their bank file a reclamation claim. I asked XXXX to explain what a reclamation claim was and she couldn't. I asked XXXX ( XX/XX/19 ) to explain the consequences of the claim and how it works but she couldn't. I called XXXX XXXX at the XXXX XXXX location and talked with her today ( XX/XX/19 ). She said she would file a complaint but couldn't verify my identity. I told her to hold on while I drive to XXXX XXXX Branch and get XXXX on the phone. XXXX said she had to go deal with a customer. I went to branch and XXXX wasn't there so I talked with XXXX XXXX. XXXX text XXXX to come to branch. I asked XXXX to call XXXX and he did and left a message. XXXX called back while XXXX and I were in XXXX 's office, I asked XXXX to put me on conference call and XXXX asked him if that was me she heard asking to be put on line and he said yes. XXXX would not put me on conference call with XXXX after I made repeated requests. I then got in car and called XXXX and she didn't answer. I left XXXX a message telling her XXXX wouldn't put me on the line. XXXX didn't return my call. No one will tell me what's going on or discuss anything with me. The closing of my account has left me broke, caused my email to be shutdown due to nonpayment, XXXX payments not made, rent is past due, car payment is past due, car insurance payment has been declined, XXXX ad declined and I have been locked out of my storage unit. I need to rent a truck to delivery jobs. I need to pay for furniture and delivery to clients. I need to pay bills. I have been left without means to run my business and feed myself. No one at the bank will tell me why they have closed my account and cashed my deposit. I have been contaced my a client 's attorney to refund their money. Client tried to cancel check but Suntrust has already received funds and therefore my client can't get reimbursement. I told XXXX and XXXX today XX/XX/19 that I was filing a complaint with the Federal Reserve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A