Date Received: 2019-01-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My SSN was used without my knowledge and/or consent to illegally purchase a car. I notified the sales manager of the car lot, along with the bank. Let them know my identity was compromised. Was advised someone would contact me, which did not happen. Now the bank is negatively impacting my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78634
Submitted Via: Web
Date Sent: 2019-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Because SunTrust bank has repeatedly under managed our escrow account for home insurance we selected a new home insurance company and paid our annual home insurance premium in advance in XX/XX/XXXX. During XXXX and XX/XX/XXXX we repeatedly advised the bank of our action and requested they close the escrow account, refund any escrow balance, and stop collecting insurance payments. The Loan Officer said we needed to contact the Insurance department and the insurance department said we needed to contact the Loan Officer. We did what they said and provided proof of the insurance policy, its coverage ( in excess of the loan amount ) and showing the bank as designated mortgagee. On XX/XX/XXXX we received a letter dated XX/XX/XXXX requesting us to cancel the insurance policy and deposit any refund into escrow. We want the bank to close the insurance portion of the escrow account, refund any escrow amount for insurance and stop charging form insurance amounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SunTrust Bank bought my mortgage. I set up an online account and provided external payment information to have my mortgage payments made automatically each month. It has never happened in the four months since they bought my mortgage. I have tried on at least four separate occasions to determine why it isn't happening, without success. I can see my external payment information online and can see it is correct. I have been transferred to technical support personnel who can not tell me why this function isn't working. I haven't been offered any solutions. I have had to make one-time payments each month. My concern is I will forget to do this, my payment will be late, and I will be charged late fees and/or have my credit score impacted. They are 100 % unresponsive to my problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX of 2015 I went to SunTrust bank To open a check account in my employer giving me a fake check that I had no idea and now I'm unable to open up another account at any other bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21221
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-11
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My checking accounts at Suntrust Bank here in XXXX, VA were recently subject to bank fraud. On XX/XX/XXXX I received an email there was fraudulent activity on checking account. The attacker used a fake XXXX account to withdraw small amounts less than {$1.00}. I went into a bank branch and confirmed the activity. They immediately advised me to create a new checking account and move my monies from the old account to a new account. I was recently subject to the same type of fraud attack on XX/XX/XXXX of my new checking ( XXXX ) that is a month old. A larger amount of {$1500.00} was taken out of my new account. I filed a second claim ( XXXX ) with Suntrust today along with filing a police report ( XXXX ) with the XXXX XXXX, VA Police Department. I would like to have an external resource to investigate this matter to determine if this issue is being caused by an employee of Suntrust. Please feel free to contact me if you have any questions or need ay additional information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Suntrust bank Case no. XXXX. suntrust bank, attn : XXXX fraud assistance center, XXXX XXXX XXXX, XXXX, fl XXXX-XXXX. Suntrust bank owes me {$700.00} as a result of fraudulent purchases made on the account which they refuse to reimburse. As a result of these fraudulent purchases the account went into overdraft status and {$180.00} in overdraft fees were incurred which I am also requesting reimbursement. I am also requesting reasonable interest on the reimbursable amount. I visited a local branch of suntrust bank XXXX crossing located at XXXX XXXX XXXX XXXX, XXXX XXXX ga XXXX on XX/XX/2018 to get a copy of my bank statement with account number ending in XXXX. A review of the statement revealed that fraudulent activities had occurred on the account. I immediately informed a bank associate who I believed to be a manager of the fraudulent activities and was told that I was responsible for the fraudulent activities and would not be reimbursed by suntrust bank. I then contacted the bank by telephone and notified the bank 's fraud department of the fraudulent activities and was told that an investigation would occur. I informed the bank that as account holders, neither my husband or myself had made the transactions and neither one of us had authorized anyone else to do so. My husband 's suntrust debit card had been replaced. At the same time, the bank told me to contact the agencies where the account fraudulent actitivies occurred. One company was XXXX XXXX and the other was XXXX XXXX. I contacted XXXX XXXX and XXXX XXXX and was told that resolution of the fraud activities must be resolved by the bank. I contacted suntrust bank on XX/XX/2018 and was told that my claim for reimbursement was denied but was given no reason for the denial. At that time, I requested a copy of data used to make the decision that denied the claim so I may form a rebuttal. But I was given no reason on why the claim was denied. At that time I also responded that I could not complete the form unless I had official reason for the claim denial. I contacted suntrust bank again on XX/XX/2018, XX/XX/2018 and XX/XX/2018 and the bank representatives said bank 's records showed no reasons for the denial. On one occasion, I waited 45, minutes to talk with a representative from suntrust bank after which time the employee disconnected the call. Finally I spoke with a representative that told me my claim for reimbursement was denied because at one time in the past a service by one of the agencies was purchased using the account. I was not even informed of which agency. I informed sun trust bank again that neither myself or my husband had made any purchase for games nor had we authorized anyone else to do so. I again requested documentation of the the data used to the deny the claim informing the bank that I couldn't form an adequate rebuttal without written reason for claim denial. I still haven't receive that information. Though, suntrust bank forwarded several copy of its rebuttal form informing me to complete form and return to suntrust bank, attn : XXXX fraud assistance center, XXXX XXXX XXXX, XXXX, fl XXXX-XXXX. Unfortunately, the form Did not have a method to contact someone verbally. Case no. XXXX. They were numerous purchases made on the account using my husband 's debit card that caused the account to be in an overdraft status with overdraft fees incurred. Previously I was not an account holder. I informed suntrust bank that my husband had conducted online banking but had recently been diagnosed as XXXX XXXX and was unable to conduct online banking during the time the fraudulent activities occurred. With so much gaming purchase all of a sudden completed on the bank account, it is incredulous that suntrust didn't have a fraud alert system in place to notify, or at least warn my husband of these suspicious activities. On one months statement 36 transaction for games along with overdraft fees occurred. Another month 's statement had 39 transactions that occurred also incurring overdraft fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX my cell phone, XXXX XXXX, and checking account, with SunTrust Bank, was hacked. The cash amounts taken from my SunTrust checking account were : {$170.00}, {$250.00}, {$230.00}, {$320.00}, {$320.00}, and {$300.00} totaling {$1600.00}. These unauthorized transactions occurred by the name of XXXX XXXX, who I do not know. This person name was associated with the transactions, according to my checking account. I called SunTrust to discuss this matter and was told they had froze my debit card because of suspicious activity noticed in my checking account. I told them I did not authorize any of the transactions mentioned above. The Fraud Department of SunTrust performed a 10 day investigation and denied my claim because of " inconsistencies ''. I told them the truth. My cell phone was hacked on XX/XX/XXXX and I didn't have service on my phone for what seemed like 20 to 30 minutes. During that time, my XXXX XXXX account was hacked which was linked to my checking account with SunTrust. I had to submit rebuttal paper work to SunTrust which included a copy of a text message by XXXX by XXXX, and emails from XXXX XXXX Support acknowledging fraud activity and freezing access to my XXXX XXXX because an unauthorized person had access to my XXXX XXXX account. SunTrust told me, on XX/XX/XXXX it would be a 45 day process to review this. I really need my money back now. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30215
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My father XXXX XXXX had an account with Sun Trust Bank. He passed away on XX/XX/XXXX. I was listed as POD on his account. On XX/XX/XXXX I tried to see how much was in his account online to see if he had money to pay for cremation. Somehow, Suntrust banks ' online system allowed to create a second account in his name with all the money moved to it. I reached out to Ms. XXXX XXXX at the XXXX XXXX XXXX to enquire how to solve this problem. She instructed me to send a certified copy of death certificate and notarized letter to Sun Trust in XXXX XXXX VA. The bank received it on the XXXX of XXXX. I was assigned a client advocate, Mr XXXX XXXX, number XXXX, who is tasked with resolving this. He stated that because it's fraud, I have to come to Maryland ( which is the closet branch of bank ) and deal with it in person. I told him, I live in XXXX, do not own a car and do not have the money or resources to get there. All I am asking for is for someone to help me close my father 's account so I can pay for cremation. It's now XX/XX/XXXX and Sun Trust Bank is still holding my dead father 's money. I need help to get this resolved. PLEASE
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11379
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-08
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: On Tuesday, XX/XX/XXXX, I found my SunTrust savings account was overdrawn by {$99.00} on XX/XX/XXXX. It stated Status " HOLD ''. I only had XXXX cents left in the account before this. I called SunTrust customer service and asked what this was all about. They said due to a Writ of Garnishment being filed for a debt, that {$100.00} was deducted from my account. I told them I did not know anything about it and received no advance notification. I asked for details, but was told by the customer rep that I would have to call " Florida Garnishment ''? Whoever they are. On XX/XX/XXXX, I received paperwork by U.S. mail regarding a Writ of Garnishment filed by XXXX XXXX XXXX, XXXX. from the XXXX XXXX XXXX XXXX XXXX XXXX. in XXXX. I found several problems with the paperwork. I looked up the Florida Statute and from what I can tell, proper procedure was not followed. " When a creditor seeks a garnishment, the clerk of court must send notice to the debtor regarding the garnishment. '' I only received paperwork from the XXXX XXXX XXXX XXXX XXXX. I never received anything directly from the Clerk of Court. That is supposed to take place before any attempt at garnishment and collection of the debt. My SunTrust Bank savings account had a grand total of XXXX cents as a balance. Before I learned that it was SunTrust who deducted {$100.00} for 'legal fees ', I asked that the Clerk of Court make sure that the {$100.00}, or at least {$99.00} is deposited back to my account and that any fees or NSF charges that may have occurred as a result, be paid for as well. " Additionally, the creditor must send the debtor notice of the garnishment, by first class mail within 5 business days of the writ of garnishment being issued. '' The Plaintiff 's Motion For Writ Of Garnishment is dated XX/XX/XXXX. The actual Writ is dated XX/XX/XXXX. According to the Certificate Of Service, all of this paperwork was not mailed to me until XX/XX/XXXX. According to the Florida statute, the plaintiff failed to meet any of the deadlines. Therefore, I requested that the Clerk of Court dismiss the case with prejudice. I sent a copy of the letter to XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. The following week, I received a Dismissal of Garnishment dated XX/XX/XXXX from XXXX XXXX XXXX. In the meantime, I received several overdraft notices in the mail along with several robo call messages to call SunTrust about the situation. I called and talked to a rep and explained that the Writ should never have been filed, the law group failed to follow procedure, no one gave me advance notice about the Writ and legal fee deduction, and the Writ was ultimately dismissed. The rep said that I had to contact the debt collector about this and in the meantime, I needed to cover the overdraft or else my savings account would be closed in 60 days. I said, " Why wait? Let 's just close it now and you keep the XXXX cents. '' He said that could not be done, that it would happen automatically in 60 days. I said fine, then we'll just let it happen in 60 days. He did not warn me there would be an additional 'Charge-off Account Fee ' of {$30.00}. I just received a letter from SunTrust, dated XX/XX/XXXX that I now owe them {$120.00} and the account " ... has been referred for collection ''. Before that, I had sent letters, made calls, and exchanged e-mails with SunTrust regarding this situation, all to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Monday XX/XX/XXXX, I received a message from Suntrust bank to contact them immediately concerning our savings account. I called them and was informed that there had been two fraudulent withdrawals from a Suntrust branch in the Washington DC area. One withdrawal was {$1000.00} and the other one was for {$2100.00}. The person who made the withdrawals had a fake drivers license with my information on it and Suntrust actually had the license in their possession. Over the next several days, I was told that Suntrust had put the money back into our account. I was contacted by the XXXX county Police Depart. In Maryland on Monday XX/XX/XXXX with a case number. The fraud actually took place in Maryland. I can't see the balance online because they have it locked. I went into the local Suntrust branch in XXXX, Ga on Monday XX/XX/XXXX to transfer some money from our savings account to our checking account and learned that the money has not been refunded back to us! The customer service representative called the fraud department and I was told I would be contacted in 24 to 48 hours. As of today on Mon. XX/XX/XXXX, I have not heard one word from them and the {$3100.00} still has not been refunded. It's now been six weeks. This is not acceptable. Please help me to hold Suntrust accountable and to return our money! Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2019-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A