Date Received: 2019-02-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/18 - I contacted Suntrust Bank about 2 unauthorized transactions for the amounts of {$200.00} and {$180.00} which were in the pending stage and told them I did not recognize these transactions. Suntrust canceled my card and said they would issue me a new card. XXXX the two transactions actually posted to my Suntrust account and I was told to fill out and fax the affidavit paperwork, which I did. I contacted XXXX XXXX about what was going on because I didn't understand why money was coming out of my bank account when I didn't initiate any transactions. I was asked by XXXX XXXX to send additional information about the transactions so I emailed them a screenshot with the details of the account shown on my bank account. XXXX XXXX said that there was another account created in which my bank debit card was linked to the account somehow. They advised me to call the bank and start a report, which I had done already. XXXX Suntrust issued a provisional credit totaling the {$380.00} XXXX Suntrust denied my claim stating no error occured. I called immediately about my case being denied when someone has compromised my bank account. I asked how can that decision be allowed when I didn't authorize any transactions and I also told them about the information XXXX XXXX had given me about someone linking my card information to another account that was created. Suntrust asked me to fill out a rebuttal form, in which I completed and faxed over as well as the email communication that I had with XXXX XXXX about the card being linked to another account. XXXX My Provisional credit was reversed!!! Suntrust took back the money that was taken away from me. I was furious and it was the holiday season so I could not get in contact with them, and I had to fly to work within the next few days. XXXX When I got back in town from work, I visited a Suntrust branch bank at XXXX XXXX XXXX , XXXX , GA XXXX. I spoke with one of the ladies in the office and she went through the phone process to check on the status of my case. She was told by her people that there is nothing we can do at the moment until the case is finished and they had 45 days total to do so. I requested to be contacted by the investigator to help expedite the process and see what was wrong and if there was any assistance I could do to help. I also filled out a complaint to Suntrust in which the lady in bank help me send. Week Later or So- I called to check on the status of case and was told the same information about waiting until the investigation was complete. XXXX Suntrust denied my claim once again. I called immediately to find out what happened and representative told me at this point there was nothing that can be done and to contact XXXX XXXX because its not considered fraudulent activity but a merchant error, also told to call a supervisor and speak with them in the morning. I asked the lady how was it a merchant error when XXXX XXXX said my card was linked to another account and money was transferred out? The representative was getting upset and said again there is nothing she can do at this point. I contacted XXXX XXXX to get an understanding of how it was possible for someone to do this. Especially, when the XXXX XXXX account used wasn't my own. XXXX I was contacted by XXXX from XXXX XXXX and was told the bank is to do the dispute because payment was initiated from a debit card that is from Suntrust and that XXXX XXXX can only start a dispute when funds come from a customer 's cash balance or XXXX, and that it was likely my debit card was stolen outside CashApp. XXXX said they have notified their team about the person using my card may be using their account to scam others. Few days later- Contacted XXXX XXXX again to question more about how my information was taken. They told me they can't speak on the matter anymore and sorry there was nothing they can do at this point. XXXX Contacted Suntrust Bank to speak with a claims supervisor about my disappointed in the Bank denying my claim and not protecting me in this event. I asked questioned to her, if someone has compromised my bank account and taken money out of it, how is it possible there is no protection for me. She said she understood my concern and would draft a letter to the investigating team and hopefully they may give a response. Later that evening, I got a call back from her and she apologized and said unfortunately there was nothing they could do at this point. I asked what is it that would make me not have protection and she made a statement about my card info being linked to XXXX XXXX and to try to see if they can send the money back and that's all she could do. Unacceptable!!! This bank has truly let me down and I have been an account holder since I was XXXX years old back when it used to be XXXX XXXX!!! I have a family to feed and they act as if they could care less. I searched online and saw there are numerous complaints about this as well. They need to be penalized for these actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2019-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: It was a XXXX XXXX XXXX on XXXX and XXXX who initiated the opening of the account for Sun Trust. I thought with credentials, reputation I could trust him. He has all of my information Social security number, ID, address, work address, this person has all of my information. I was the one to find it strange and contacted Sun Trust bank and investigation report number they gave me XXXX XX/XX/2019. It was odd for me. Sun Trust was no where near NY. I asked this XXXX XXXX XXXX XXXX XXXX if you see issues going on and you know the situation why have you not contacted authorities to report what you initially started. If you are being monitored and hacked then why not report the issue if you are under investigation. I got no response
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2019-02-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am trying to open a bank account for my business but a account from SunTrust comes up under my info and it's not mine that needs to be disputed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2019-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am receiving overdraft fees due to low funds, long pending times for refunds, and other overdraft fees. My bank account is in the negative and I am having issues making it positive due to compounding overdraft fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30307
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Other transaction problem
Subissue:
Consumer Complaint: I responded to an employment ad on the internet which took me a web site, XXXX, and applied for the XXXX XXXX XXXX. I was interviewed twice and then I was sent ( 4 ) documents in succession to read and then pass written test. Upon successfully passing the test I was hiring the start making purchases for the company and ship the items to designated areas. I was told once I successfully completed the first two assignments, I would receive a corporate credit card as well as a cell phone and lap top. Until my card was issued, I received an account number and a routing number that I would use to pay down my personal credit cards so I would have their money to make the required purchases. The account was with SunTrust bank and upon calling them to use these funds to pay down my credit cards I was asked my name and if I was authorized. I told them that this was a corporate account put in my name to use to pay down my cards. At this point they made these payments toward my cards whenever I requested. After withdrawing over {$20000.00} the payments started to be reversed. I called SunTrust to ask them what happened and they told me that this was not my account and that I was not authorized. This now leaves me deeply in debt with the banks that have issued the credit cards to me. My concern and question is don't the banks have a responsibility to the consumers to verify the account information and its authorized users? In todays world with identity theft being a major concern and problem I feel that the banks are being negligent and should be held accountable. I have attached many documents and there are many more emails should you need copies. I apologize that the emails are a bit unorganized, that happened while copying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70737
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My name is XXXX XXXX and I am highly upset and frustrated with the way SunTrust bank is handling my account and funds. I opened a new checking/savings account with this institution on XX/XX/19 and immediately set up direct deposit for my direct student loans, federal tax return, and employee payroll. I initially deposited {$100.00} upon opening the account and was able to actively use my account for 2 weeks prior to depositing my student loan check that I received from the University of XXXX XXXX ( XXXX ) in the amount of {$7700.00}. I made this deposit on XX/XX/19 through the ATM machine at one of the SunTrust locations. The following morning, I checked my account to see the status of my check and a notification stated that the funds were being held until XX/XX/19. Later in the day I attempted to check my online account to see if there has been any update and was shocked to find out my user name and password was revoked. Upon calling the bank to confirm what the issue was, I was informed that my account was frozen and in the process of being closed out and my funds were being held until XX/XX/19 due to confidential information received from the payee XXXX XXXX XXXX stating monies of the check would not be available. Please be advised that this check was approved from the Government Financial Aid for my student loans and I have never had any issues with these payments in the past prior to this. The representative I spoke with name is XXXX on XX/XX/19 at XXXX XXXX in the morning, and she advised to allow the full processing time to complete until XX/XX/19 and at that time she would personally call me to advise what would be happening with my funds and account. On XX/XX/19 I received a letter in the mail from Suntrust notifying me that my account was closed out per my request or because my account was at a {$0.00} balance for 35 days or longer. Obviously, as I stated earlier this was a new account and I did not request my account to be closed out. I then contacted the customer service department to inquire as to why my account was being closed out. I spoke with the supervisor named XXXX XXXX and he informed me that Suntrust bank can close an account without any reason or justification as it is at their discretion. He then also informed me after inquiring to the back office that my check is under fraud investigation and my funds will be held for up to 120 days. I requested to know where I can find this policy as I have read the policies handbook and it does not state anywhere that they are able to hold any funds for this extensive period. After inquiring to the back office once again, XXXX advised that they also do not have this information, but he could send my question to your research department and it would take 3-5 business days to get back to me. He also could not provide the exact date of when the 120-day period will be starting and finishing but advised that it would be around the time I deposited the check. I was then advised to contact the check issuer and request them to recall the check. I immediately contacted my school, XXXX University of XXXX XXXX and spoke with the accounting manager named XXXX who tracked the check and advised that they would not be able to recall it as it has already been cashed by your institution. I am appalled from the incorrect information the bank supervisor provided, as it seems extremely odd that I would be told to have the check recalled after it has already been cashed. I also find it extremely odd that my check is being investigated for fraud after they already cashed it. It is my understanding that a bank needs to verify a check prior to cashing it. XXXX then reached out to the bank and spoke with the supervisor named XXXX XXXX. He was able to confirm the check account/routing number and assured to the supervisor that the check is not a fraudulent check. The bank supervisor XXXX XXXX then reached out once again to the back office and informed XXXX that he would need to have the bank issuer being XXXX XXXX XXXX contact SunTrust with a hold harmless agreement to have the funds released faster however, if this can not be done then I would need to call back in XXXX for status of the funds investigation. Please note that XXXX, the manager of accounting for XXXX, advised that he never encountered a situation like this and that is not something they would normally do as the check has already been cleared and cashed by your institution. I am a XXXX-year-old woman working full time and going to school for my XXXX XXXX in XXXX XXXX. I have XXXX children ages XXXX, XXXX, XXXX, and XXXX and I was depending on this refund check to catch up on my bills such as my rent, car note, utilities, groceries, etc. This company has put my family in a horrible predicament and I am facing serious financial hardship because of this. This is a nightmare that I am not waking up from. Upon researching reviews of this bank, I am astonished to find out that this is a common issue as many people are reporting that they have closed out their bank accounts with no regard and have held their funds for months with no explanation. The way this institution is being conducted is very unethical and I am being treated as if I were a criminal. I feel I am being discriminated against and treated very unfairly. I am suffering great financial and emotional stress behind this. I have had to take numerous days off work to handle this situation at hand which is now affecting my job. I do not owe Suntrust bank any money and they have absolutely no right to make up their own rules and regulations when it comes to bank policies, as they have not provided any proof in writing that they have a policy where they are able to hold a persons funds for up to 120 days with no consideration and regard.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34714
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Late XX/XX/2018 I set up bi-weekly payments with Suntrust Mortgage. I had purchased a home in XX/XX/2018 and the mortgage was sold to Suntrust right away. I have never made a late payment or missed a payment with any mortgage company in the last 30 years. I made my regular XX/XX/XXXX payment which posted to the account on XX/XX/XXXX. Then on the XXXX and again on the XXXX Suntrust deducted half my payment to start the bi-weekly payments on XX/XX/XXXX. The XX/XX/XXXX payment has not posted. The payments are sitting in a suspense account. I called 4 different times on 4 different days in a row to inquire about this, I was told the first 3 times it will post tomorrow. On XX/XX/XXXX I spoke with a rep who said she has to submit a special request to have the funds moved from suspense to my payment and it could take 7 business days putting me past the late fee period. She said since I didn't pay a full month in advance on my mortgage I don't qualify for the bi-weekly payments and I would have to call each month to have the money moved from suspense. Now it is becoming a problem to get the money they are holding applied to my XX/XX/XXXX payment and I don't have the funds to make an additional payment while they work this out. This feels like a very crooked process to charge late payments to unsuspecting consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84088
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XX/XX/XXXX, I Filed claims for the unauthorized transactions where Suntrust Bank allowed additional transactions to be charged from the merchant on my account. I filed a subsequent claim and requested a block for the merchant and a written response for the action taken. The fraud case determination was not in my favor and i requested all documentation used in the determination or the case be sent in writing on XX/XX/XXXX. As of today I have not received any further communication on any of my requests, only denial letters which does not provide any new information. I am not responsible for the fraudulent transactions and find Suntrust 's lack of communication on the requests to be an admission of making case determinations without merit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29212
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Complaint # 1 : On XX/XX/19 I pulled up to a Suntrust Branch Drive Thru and inserted my Suntrust Business ATM Card, I entered my Pin # and proceeded to prepare to make a cash deposit to my account. After physically depositing the cash into the ATM, and hearing the ATM count and scan my cash it asked me which account I would like to deposit this to and I hit the button for my main Business Checking account, the machine began to count my money again and then I received a message that my transaction could not be completed at this time and that the ATM would NOT be returning my deposited cash. I proceeded to call customer service, and of course they were closed. I called first thing in the morning and was not offered any solutions at all, and I was told I would have to wait several weeks for this to be resolved. I was further told that my account would be monitored and that if any checks were presented to Suntrust for payment that they would be PAID while I was awaiting credit for my cash deposit Additionally 3 checks have been returned as NOT PAID AND OVERDRAWN, this is crazy ST would do this ... and now they are refusing to charge me the > {$100.00} overdraft fees that they charged me as well as the over {$300.00} in fees that I am being charged by the party that I gave these checks to. Complaint # 2 : On XX/XX/19 I went into a Suntrust branch and informed the teller that I would like too cash a check that was drawn on Suntrust and would then like to deposit the cash into my business account. I do this every single month. So from a {$7200.00} check, I presented 2 forms of ID and signed the back of the check and requested {$250.00} in cash back to me and then completed a deposit ticket to deposit {$7000.00} in cash to my business checking account. I received a receipt that shows that I made a deposit for {$7000.00}. I then proceeded to give my employees their payroll checks, and then when checking my bank account online I noticed that my deposit did not post to my account. I have been on the phone with Suntrust Business Customer Service for over 3 hours and they are refusing to escalate this call to management and have told me that I have to wait for the check to clear. This is crazy as this is my $ and my deposit and I do not have access to my funds, and there is nothing that they can do for me. So now the payroll checks the I have handed out will be most likely be returned as OVERDRAWN.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My agent and I both sent my new homeowners policy to Suntrust for payment. I uploaded it directly on XX/XX/XXXX, my agent faxed it to them the same day. On XX/XX/XXXX I received a " Forced insurance '' letter from Suntrust, they had failed to pay my insurance on time, even though I have a fully funded escrow account. I called Suntrust who told me, ' We paid it today and there will be no lapse in coverage. '' Had I made a claim in the period from XXXX XXXX XXXX, I would have been uninsured. When I asked Suntrust where to file a complaint, I was told that there was nobody to complain to, I found this website on my own. This is absurd, they had my money, they had my new policy and yet they did not pay it, leaving me without coverage ( Sure they will back date it because I did not have a loss and they want the money ). This is completely unfair. If this is a pattern from Suntrust, they should receive sanctions or penalties.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2019-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A