Date Received: 2018-12-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have a fairly new checking account with Suntrust bank. The set up the majority of my bills through their bill pay option. Because at least one if not two direct deposits enter my account every Thursday, I set up an recurring bill pay option for the funds to be issued on each Thursday or the following Friday. Through recent investigation i have found that several checks have been posted prior to the date of my enrolling of bills pay. check number XXXX dated XX/XX/2018 cashed XX/XX/2018 check number XXXX dated XX/XX/2018 cashed XX/XX/2018 check number XXXX dated XX/XX/2018 cashed XX/XX/2018 check number XXXX dated XX/XX/2018 cashed XX/XX/2018 i contacted the bill pay department with suntrust and the representative completely agreed with what i was describing as an error. She stated that the funds would be returned to me as soon as she confirmed with her supervisor. When she came back to the phone, her entire demeanor changed and she told me that she was sorry there was nothing that she could do. I then called the bank to speak with a manager. I explained to the lady of the phone the scenario in which her reply was " If you don't like the way that the bill pay works, don't use it and pay your bills yourself. '' I can provide additional disturbing information about that particular phone conversation if needed. I then asked to speak with the manager. I was informed that she was unavailable at the time and my name and number was taken for a call back. I was on a conference call my my own job when the manager returned my call a few hours later. I called back within 20 minutes of her leaving a voicemail ; however, I was still unable to make contact with her. I again left a message for a return phone call, but I have yet to receive a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31069
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Every month I make 2 payments towards my mortgage. Suntrust mortgage holds the payments until I call and advise them that I've made the full payment. They charge me a late fee and they have heavy handed collection agents harass me every month. I have advised multiple times to multiple agents of my payment pattern to no avail. I I feel I'm being harassed by the collection agents for a debt I've paid. The representative who are on a call system told me they NEVER REVIEW CUSTOMER ACCOUNTS BEFORE THEY SPEAK TO YOU. That's monthly harassment. I have made the full and most times more than the minimum monthly amount, why the malicious collection calls? I received multiple collection calls in the same day which I believe is against the law if I've made payment. Once I advise the the ignorant annoyed disrespectful representative it can take multiple business days to be adjusted. Why am I being punished? The banks bi-weekly payment plan is cost prohibited. I'm unable to make 2 full payments in one month. Please assist me on stopping this collection harassment and total disrespect that Suntrust Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2018 I noticed that an auto draft for my mortgage payment with XXXX XXXX had still went through on my checking account even though I had taken it off auto draft and made other arrangements to make my mortgage payment. I contacted Suntrust and they applied a stop payment and reversed the fees. However, on XX/XX/XXXX, I noticed that the charge had returned. This caused my account to go into overdraft and for me to not just have no money left in my account, but also to incur multiple overdraft fees. I was told I had to speak with employees at a branch and received virtually no help from them. By XX/XX/XXXX, I was told by the branch manager of the XXXX XXXX branch that Suntrust would rectify the problem in 10 days and until that time I will not have access to any of my money. This would include not being able to have any money through the XXXX and XXXX XXXX 's holidays. The branch manager I spoke with was extremely indignant, unprofessional, and didn't seem to have the slightest understanding of how to do her job. As of this writing, I have had to get a cash advance just to be able to pay my power bill. Suntrust has admitted several times it is their mistake and apologized. However, apologies don't put gas in my car, food on the table, or make sure my lights stay on. When it comes to actually being able to help me in some way ... ..Suntrust just doesn't care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I opted out of overdraft protection when I opened the account, however to my disappointment, SunTrust allowed a charge against my debit card to go through, through-by sending my account into overdraft. I not only was charged for a item I did not want, SunTrust added in a XXXX fee as my account was over drawn. I spoke to their fraud dept. and they asserted, " SunTrust had the sole Discretion to pay debit card charges and add a fee for overdraft, as they had " 2 '' over-draft programs?! I quickly spoke up and advised them I was NEVER advised of a 2nd over-draft program ; if I had been I would have opted out of it. This " 2nd overdraft Discretion '' is a fraudulent scheme they are running against their clients to assess fees against accounts. It's simply illegal and must be shut down immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a contractor replace our roof & gutters due to hail around XX/XX/18. XXXX XXXX XXXX paid via check but Sun Trust Bank ( who our Mortgage is through ) needed to endorse it. I mailed Sun Trust the check on XX/XX/XXXX and we still dont have it back ( today is XX/XX/XXXX ). They are giving us the run around and we have done and provided everything theyve asked for. The money was due so we had to pay the contractor out of pocket {$8000.00}. Sun Trust needs to give us our endorsed check. They are horrible to work with and Ive called them daily. They wont return calls. Each rep tells me something different. Please help. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2018-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had a real good friend who has a checking account with SUNTRUST BANK in XXXX, Ga. He put me on his checking account in XX/XX/2008 after he had a real bad scare that he might die, instead he lost his right leg. He did this so that I could take care of his bills in case he couldnt. On or about XX/XX/2018 he had a massive XXXX and was found by his EX DAUGHTER-IN-LAW and sent by ambulance to the emergency room. That left her with his keys to everything hes got, his wallet, identification and his ATM CARD without a pin number, she then took the ATM CARD and used it as a CREDIT CARD with no pin and charged over {$3000.00}. He then went to a nursing home for rehabilitation on XX/XX/2018. In the meantime I was trying to get in touch with him on the phone because we talked every week at least one maybe more. When I could not get him I called his grandson that was staying with him, the grandson told me a great big lie. So I kept trying to get my friend on the phone finally call me form the nursing home to tell me where he was at. He was took back to the EMERGENCY ROOM on XX/XX/2018 where he was put on a ventilator and couldnt communicate with anyone till his death on XX/XX/2018. I have documentation from the Sheriffs Department and the District Attorney Office that this is Transaction Card Fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30506
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2018 - Received an email from SunTrust stating that " If you had a previous userID and password, it will not work in Online Banking. You must enroll as a new user at suntrust.com to continue to access your mortgage online. To create a new userID and password, locate your mortgage account number on your statement, then click here and follow the on-screen instructions. '' XX/XX/2018 - I called SunTrust to confirm voice-to-voice that this eamail wasn't a phishing scam. Was told it was valid. XX/XX/2018 - Called SunTrust customer service again because when I clicked on the XX/XX/2018 email, where it stated to " click here '', the response was " Unsecure site ''. So, I needed confirmation on how to receive a secure site to follow the instructions in the XX/XX/XXXX email. XX/XX/2018 - Called SunTrust to get information and help. Customer service person said she'd walk me through it. She walked me through it and was unable to get new ID and password because computer screen said I was already signed up on online banking. Customer service person said she'd have to transfer me to another department. From day one, when my mortgage was transferred from XXXX XXXX to SunTrust I've had nothing but horrible service. Last summer I signed up for electronic statements ... nope still getting paper. It takes a complicated and time consuming effort to reach customer service, only to be placed on hold. Why does it take an hour to try to get answers to a customer 's questions? Horrible customer service. I want my mortgage loan transferred to any other possible loan servicer. I don't have the time to deal with Suntrust incompetence. I feel it's deliberate to keep customers in the dark on their finances. Every other loan servicer has been able to answer my questions and provide an easy to use online service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87505
Submitted Via: Web
Date Sent: 2018-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-17
Issue: Problem when making payments
Subissue:
Consumer Complaint: When i first got the loan, I signed up for autopay to receive a lower interest rate. My automatic payments come out on the XXXX of each month. This month ( XXXX ), the XXXX falls on a Thursday but I do not get paid until Friday the XXXX and I won't have enough funds to cover the payment coming out on the XXXX. I contacted XXXX via email on XX/XX/18 to ask them if they can move the autopay to the XXXX just for this month. They said they could not saying that once the loan is funded they are not able to make any changes. I replied on XX/XX/18 asking if I can temporarily cancel my autopay just for the month of XXXX without having my interest rate go up. They responded saying they are not able to make an adjustment to the autopay without affecting the interest rate and told me to call them for further assistance. I called XXXX on XX/XX/18 to explain my situation and they went on to confirm that they can't do anything about the autopay without the interest rate permanently going up. I went to my bank that has the checking account the autopay comes out of and the cost to block the autopay is just about the same as receiving an overdraft fee. {$30.00} vs. {$35.00} but no guarantee it would work since the autopay is not a physical check. I find it hard to believe that XXXX can't make a temporary change to a loan to help a customer avoid an overdraft fee. It's 1 day!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I obtained a mortgage from Suntrust. The loan balance to home value in XX/XX/XXXX has reached 78 % as of XX/XX/XXXX ( XX/XX/XXXX payment ). My understanding is that the PMI would automatically be dropped. It was not as of my XX/XX/XXXX bill. I made a request to confirm PMI removal in XX/XX/XXXX.. Never got a response.I called Customer 'Service ' and was told that if I made any additional principal payments it would change the date PMI could be dropped THEN I was told that XXXX XXXX would still require an appraisal before they would allow PMI to be dropped. It seems to me that it is not 'automatic ' first if I must make a written request and then that XXXX XXXX would require an appraisal ... ... ... ... ... .exactly what is " automatic '' about that? I have no documentation as to who exactly is requiring the appraisal ( or anything else about how XXXX XXXX will receive the information and what exactly they do when they have it including time frame ) I only have the comment from the customer service rep. I do not know what the legal requirements are or where to find them. I do not want to go on paying almost {$60.00} per month if I do not have to and am really disgusted with the lack of clear and timely information in writing ... ... ... .what is really legally required?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28211
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Three weeks ago I requested SunTrust Bank to close my checking account .they said it could not be closed then they proceeded to charge me {$3.00} and now claim they can't close it because I owe them {$3.00} they also threatened to charge more fees after XX/XX/XXXX .I have sent doesn't of emails and several phone calls they refused to cooperate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2018-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A