Date Received: 2019-02-05
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: The card i own was stolen and account hacked. However when i went to see why there were such a large amount of money in my account the next day it were taken out and account was now overdrafted - {$1600.00}. Contacted SunTrust customer care and was informed there was nothing they were to be able to do about it. I was aware if having $ XXXX in my account which was what i was spending day by day. However this took that away.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-02
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I placed a stop payment in XX/XX/ 2018 for my car payment to XXXX XXXX in the amount of {$670.00}. I was told this stop payment would return all future debits from this company, I think for 6 months. I was charged a stop payment fee and the item for XXXX was returned. However, I noticed on XX/XX/, 2018 this item paid. I called the customer service number and was told once item posted it would be returned the next day. I was looking at a memo post to my account. I had the money to cover the item at the time so it paid. I waited a day and then began to call when it was not returned stop payment. I made 2 more phone calls to the XXXX customer service and the XXXX XXXX Branch. At the branch I was told by the local customer service rep it should be returned but they couldn't guarantee it would be so I asked to speak to the manager. I wanted to make her aware of the issue so maybe she could help me get this item returned and my house payment paid. I was told I would have to leave a message. So I left a message but a couple of hours later I didn't receive a call bank so I called back 2 other times before I was finally able to get through to her. She quickly made me feel she didn't have time for my issue that she was busy and she could not help me make sure my house payment would be paid. After I realized calling was not helping me I started communicating via message on my online banking. After about 2 or 3 correspondances and days later, I was finally told the reason the stop payment was paid was because the company " XXXX XXXX '' changed their company ID. I was furious at this point and demanded the stop payment fee and any NSF charges be refunded. I felt that the company maliciously changed this information and it was beyond my control. I did not speak with XXXX XXXX about this however I went into their website and deleted my auto payment. And that may have even been back in XXXX when I placed the stop payment. SunTrust has finally refunded some of the fees including the stop payment fee. I refused to pay these fees and told them in a recent email. This is still going on. I have been sending {$200.00} a month to cover the stop payment they paid because XXXX XXXX did credit my auto loan with the payment. This has been very stressful for me and it's been going on since and is still going on. My house payment has been returned and it has caused me to have to go into a Mortgage restructure plan with my mortgage company, which causes me late fees and a higher monthly payment. I have threatened legal council and told SunTrust in the last correspondence I would be submitting a claim to the XXXX. Last correspondence I got from Suntrust was on XX/XX/2018. It was an apology and was told they understood and would be looking into it further. This should have been resolved back in XXXX by SunTrust and again I feel that XXXX XXXX if the malice party in this whole thing however I do have a loan with them that I am not able to refinance at this point so I will have to continue to deal with them. When I am able to refinance or trade my vehicle I will never use them again. And once I feel satisfied with SunTrust I will close my account. This has been a hard and difficult situation and SunTrust took too long and didn't rectify the error or even admit to the errors until I threatened legal council.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2019-02-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-31
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 bank with Suntrust filed a dispute on unauthorized charges on my credit card which was denied. There were 2 charges on my card for gift cards at a gas station in XXXX XXXX at that time I was in XXXX which triggered a fraud alert and my card was subsequently shut off after i verified they were not by me this caused me severe harm as I had no access to funds in the middle of nowhere in Montana heading back to XXXX The second charges were from XXXX XXXX XXXX XXXX authorized charges for a car rental which my wife rented and paid for by her own credit card for several months prior to the charges that showed up on my card her card was shut off for fraud entterprise wanted a card on file for the rental till she got a new one we were in XXXX at the time couldnt return car so I gave them my credit card info on the premise they would not charge it the rental was not in my name until my wife got her new replacement credit card These charges are around {$1600.00} subtrust has extremely poor customer service I had to wait hours on the phone filing complaints they just dont care
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89048
Submitted Via: Web
Date Sent: 2019-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: There were unauthorized charges on my account. I reported this information to Suntrust. Yet, they failed to investigate this information and update my account including putting my money back into my account. Ive called several times and was placed on hold. Nobody could give me any information on the fact that they investigated this claim. These charges left my account in the negative of over {$800.00}. I have a good account history and I shouldnt be held responsible for a mess that I didnt create. When I signed up for this account, I was informed that they had a FDIC insurance policy to cover these type of situations. However, they havent done anything in regards to my dispute. Im starting to think Im being racially profiled as if because Im XXXX XXXX that I dont matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I went to the bank to close 3 accounts on XXXX-19 the customer service rep closed 2 accounts and I had to come back on XXXX-19 to close the last account as it had a deposit pending I came back on XXXX-19 at XXXX am and I was told the account was closed I left the bank with documents Stating the accounts were closed. I received an alert stating the last account was still open on XXXX-19 that means closing the account wasn't done and the documents I left with were useless paper. I went to the bank today XXXX-19 and spoke with the rep XXXX XXXX again and was told the account was not closed due to some issue. She was nasty and didn't want to talk to me about it so the other lady tried to explain that on the weekend the accounts don't close or something like it this is the banks mistake and I am not paying any overdrafts fees for nothing. I have also filed a complaint with the Consumer Financial Protection Bureau as this is a fraud on a customer of 10+ years. I informed all of our creditors 30 days in advance of a bank change and all of them acknowledge the change and if they didn't follow any of our changes then this is there fault, collect these charges on a CLOSED ACCOUNT ON THEM. We would not have closed the accounts the Suntrust accounts if they fixed the XXXX app it Never works needs to be downloaded daily Account Numbers are XXXX, and 2 others
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33445
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sun trust Bank did not send me a good bye letter, they did not inform me that my mortgage was being sold off to another servicing department or debt collector. I was never given any information at all in reference to this matter. I need some form of accountability on the part of Sun trust bank. After 15 years of payments to them and trying to work out a loss mitigation plan to help me keep my house they have done very little for me as a customer of this length of time. Have them get back to me soon as I still have no access to my old account. I am locked out of the system and do not have my XXXX form or any other financial information to file for tax purposes and for my personal record keeping. This is predatory lending tactics at best and there are laws in place now to protect homeowners.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19124
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On Sunday, XX/XX/2019 I attempted to withdraw cash from a Suntrust ATM, however, upon putting in my card, there was no option to withdraw cash. Assuming the machine was simply out of order, I drove to another Suntrust but encountered the exact same problem. Upon contacting my parents, I learned they had the same issue that day. So Suntrust was essentially making it impossible for us to access funds. I had to drive to another bank and pay a {$3.00} fee to withdraw money. Now Suntrust has charged me an additional {$3.00} fee for using another ATM. This is absolutely ridiculous- their machines aren't working and they are going to charge me for getting my funds out via another bank? This seems an awful lot like holding my money for ransom.
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: 2019-01-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have already submitted a 2 complaints and you closed one and said the other was a duplicate. Now 3 I have submitted for XXXX XXXX Suntrust account XXXX opened on XX/XX/XXXX and closed on XX/XX/XXXX regarding my {$10000.00} that they have continued to keep. See my attachments. First they were sending it in 15 days and then the second letter after you contacted them said they would be issuing the check on the XXXX of XXXX. Well, I just called them and they said they were going to continue to hold it. Now, I have tried with you and them. I have now hired a team of attorneys to get my XXXX plus all the damages we have accrued since the account was closed. And, boy are there some damages. Finally, I will get my money through the courts. I tried to tell you people that they sent my money to a money market account ... .and they did! I tried to warn you about the 3000 complaints against this bank. I just want my money and I want them to pay for all my damages that we have accrued because of them and pain and suffering we have been through ... you can't imagine, but you will see soon I ' very certain. You should have got my money back, but you canceled my claim and the 2nd one. We will see what a judge says ... because I will not stop until I feel better about being victimized by Suntrust bank and those whom could of stopped this massive misuse of my funds! It's criminal!!! We were smart enough to have witnesses on today 's conversation with Suntrust ... can't wait to get our money back we have had to eat beans for a month and my wife could not go to the doctor and see is very sick. You people should be ashamed!!! XXXX XXXX Good Luck!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74075
Submitted Via: Web
Date Sent: 2019-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I asked that my PMI be dropped. I even opened a case with their escalations department. All they are willing to do for me is appraise the house so that I can manually remove PMI. My loan was at 78 % in XX/XX/2018. It should have automatically fell off then. I dont feel like I should have to pay {$450.00} for an appraisal, I feel like they owe me {$450.00} in back PMI payments. My account is with Suntrust bank. Loan was for XXXX purchase price. It is at XXXX now. I'm still paying $ XXXX/m for PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27529
Submitted Via: Web
Date Sent: 2019-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: SunTrust a few weeks past sent my wife a new card. She was inconvenienced and let in a bad situation because she couldn't get gas when she learned it was canceled. No text or email notification was sent. Now they sent her a new card and did the exact same thing. They have our email, text, phone information, any method of communication they need to reach us, but make no effort to assist and communicate. Then when I ask why the card was canceled they claimed a merchant compromised but would not provide any information about the merchant. Some things not right and the process need to be changed. My wife could have been at a restaurant when this happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2019-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A