Date Received: 2019-01-24
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Suntrust bank did not refund the entire rejected wire transfer amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34747
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello, I recently went to check my bank account for SunTrust and noticed XXXX dollars had been debited from XXXX. I assumed it was no big deal someone stole my information and used my card. I called the SunTrust Fraud Department to file a claim. Days later I received a notice saying the claim was denied. Id done business in the past with XXXX so I called them to see what was up. They debited my account for XXXX dollars due to old bills I assume would have gone to collections after I stopped using their XXXX service. XXXX was not authorized to make the debit from my account. When I complained to my bank about it and even showed them that XXXX even used an old card that I no longer had anymore SunTrust claimed due to it being a MasterCard all information is updated to merchants of past business. I told them it was fraud and they said well you have past business with XXXX so its not fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20785
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX I got a letter from SunTrust telling me both my personal and business checking accounts were being closed. Both of these accounts had already been closed as early as mid-XX/XX/XXXX but I received the official closure letters on this date. The letter says " At the time of account closure, SunTrust Fraud Risk Operations performed a thorough review to determine that status of the funds, if any, in your recently closed account. If it is determined that these funds, if any, should be returned, a check will be sent within 15 business days. If it is determined that these funds are not collectible by SunTrust, the remaining funds will be forfeited. '' It has since been over 15 business days and I received no checks for any of my accounts. I called them on XX/XX/XXXX and now they are telling me my funds are in reclamation until XX/XX/XXXX in case any institutions try to reverse the funds sent to me, and then after that date I have to wait again for the review process of my funds. I do not understand why they are treating me like a criminal acting like my money is no good all of a sudden. I never had any institution do a reclamation on the funds in my bank account since opening my accounts with SunTrust over 2 years ago up until present day, so why are they making me go through this? The only suspicious activity I can think of was a failed withdraw a few days before my final account was closed but this failure was the result of my local SunTrust branch not being cooperative and listening to me. I made the same withdraw on the same day at a different branch and provided everything asked of me, they can also review security footage and see I am the same person who banked with them since opening my accounts. I tried calling them multiple times in the last few weeks to resolve this but they are maintaining that I must wait so I am filing this report now in hopes they will reconsider. I will wait a few more weeks and then I will go to my last resort which is taking SunTrust to court for the amount held, damages, and lawyer fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been affiliated with Suntrust Bank for about 10 years. I use to have an account with about a balance of XXXX. I have a reason to believe around 10.000 at least has been stolen. I closed the bank about after I had an overdraft fee. Somehow a worker inside the bank found a way to steal money. The charges didn't add and sometimes funds where withdrawn at odd times. I would like this to be investigated promptly.Over the Years Bank tellers at Suntrust Branch have stole money others you will discover this if you research properly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On Tuesday, XXXX XXXX around XXXX I visited Suntrust Bank , XXXX XXXX XXXX XXXX, XXXX , GA XXXX. The purpose for this visit was to cash a check written to me personally. The check was drawn on the business account of my employer which is a Suntrust account. I do not have a personal account with this bank. Suntrust refused to honor the check unless I paid a fee. I believe this to be a violation of the intent of Section 6000, Subpart 229 ( Availability of Funds ) of the Federal Deposit Insurance Corporation guidelines as well as the guidelines of the Office of the Comptroller of the Currency of the U.S. Treasury Department, as the holder of the account ( issuer of the check ) is a customer of the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30327
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Mortgage is not recognizing my account with them established online. Entering correct username and password produce message that they do not recognize me. Going through their forgot username/password routine produces questions re : loan number, SS # and security question/answer. Entering accurate information produces error message that they do not recognize account. Calling them produces response that customer service is only open from XXXX XXXX weekdays. Unacceptable for an online information account. If they do not recognize my loan number and account, I suppose I no longer have to recognize that I have a loan with them and can suspend all payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2019-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: The following banks have charged me fees for letting my account go in the negative then each transaction was charged an additional fee for each day until it was positive again. I no longer have these banks. I really tried to keep them in the positive but it was virtually in possible. XXXX XXXX XXXX XXXX XXXX XXXX Suntrust I gave up after they let me open new accounts & kept taking the fees. I do not think I am stupid they prey on people with limited income. I am a XXXX XXXX, & I have been hearing this from alot of people, XXXX, retired. This is second hand stealing from the US Treasury isn't it? Fees each month easily can be between $ 200- {$500.00} & that is conservative amount. This activity could balance our budget based on how many people are recieving benefits from treasury that can not maintain their checking accounts? XXXX, Seniors, who are XXXX not fully capable of managing their account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2019-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I are hurricane Florence evacuees. Our only residence sustained significant damage from Florence, over {$350000.00} in damages. We are currently renting a house until repairs can be completed. These are stressful times. All our damage is wind related and our wind policy is with XXXX XXXX XXXX XXXX XXXX but is handled by our homeowners insurance, XXXX. At this time, the insurance companies are not our main problem. Our problem is with our Bank/Mortgage Company, SunTrust, not releasing the insurance checks to us the homeowners so we can pay our contractors in a timely manner. The insurance checks have to be co-signed and released by SunTrust. When SunTrust Bank receives the check from the insurance company that is endorsed by homeowners, SunTrust places the check in escrow until certain criteria is met. This is where the problem exist. My wife and I provided all the required documents to SunTrust from XX/XX/XXXX to XX/XX/XXXX. SunTrust received an endorsed check for {$28000.00} on XX/XX/XXXX. Beginning XX/XX/XXXX, I began calling SunTrust and asking for updates. This is a list of events that occurred over the next 11 days that prevented SunTrust from releasing checks : 1. The disaster date on the claim was different from SunTrust date. SunTrust had the incorrect date and as of XX/XX/XXXX, has not been corrected. 2. SunTrust Rep was working off a dated adjuster worksheet. I immediately emailed the updated worksheet that clearly matched the check amount. 3. SunTrust rep was working off a dated adjuster worksheet again. I resent the updated worksheet again that cleared the discrepancy. 4. I managed a 3 way phone call between XXXX Rep, SunTrust Rep, and myself to eliminate any other concerns. At the end of the conversation, It as my belief that the check would be released in a day or two. Did not happen. 5. Called on XX/XX/XXXX and talked to XXXX, SunTrust Rep. XXXX was very professional and we went through information item by item. XXXX stated that SunTrust did not have one contractor 's estimate signed by all parties, Contractor, my wife, and myself. This document was uploaded via SunTrust website on XX/XX/XXXX. I sent this document again on the evening of XX/XX/XXXX. XXXX also said that the date issue had not been corrected, but while we were talking, XXXX corrected the date issue, I hope. Policy Claim Number : XXXX SunTrust Tracking Number : XXXX Regards, XXXX and 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: 28461
Submitted Via: Web
Date Sent: 2019-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Suntrust were experiencing online issues, during this time were not able to access the account as we could before on a daily basis. This took place over a 30 to 35 day period of not having access or be able to perform payroll After noticing fees and account overdrawn, I contacted the bank on several occasions, even went into the bank Personally at least twice ... ..They did refund 2 of the fees, However ... .Those were the ones that they did just to be saying so
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/2018 : {$6000.00} was withdrawn from my savings with what appeared to be a XXXX account linked to my SunTrust Savings account. After several days the money was reimbursed. I reported this immediately to SunTrust. After being told the first time it wouldn't happen again, 30 days later it did. XX/XX/2018 : {$35000.00} was withdrawn from my savings and two checking accounts with again what appeared to be dozens of XXXX accounts. I immediately froze my account, changed my passwords again. After about 10 days, the funds were returned and I unfroze my account so that I could transfer all funds to a new bank ( XXXX ). While waiting over the past 48 hours for my check to clear to the new bank, additional funds are now being sucked out of my checking account and I am told SunTrust " probably will not be able to stop it ''. I notified them within 30 minutes of the transaction pending and they are unable to prevent it. I literally do not have enough time to move the funds before the thief steals from me again and SunTrust is incapable of preventing the theft from occurring. It is now impossible for me to move the funds. My mortgage was due weeks ago and they have provided no assistance to ensure I can access my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A