Date Received: 2018-12-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I called SunTrust to close my checking account as I moved and the closest SunTrust is over 3 hours away. They refused to close my checking account over the phone. They said that because it had more than {$100.00} dollars there was some kind of security confirmation and they asked for my phone number. Then they said even though the number matched the one on my account and they could see it was the phone I was calling them from that it didn't pass their " third party verification '' test. My cell phone plan is in my wife 's name so apparently that fails the test despite the fact that she is also on the checking account. I told them to just close it and send a check to the name and address registered on the account that's been the same for more than a year. They refused. I asked them to do their extra security verification in any other way since their " third party '' cell phone number verification was not working. They refused. I got a manager on the phone and she also refused to close my account. They stated that I would need to withdrawal all the money so that the balance was under {$100.00} dollars or they wouldn't close it. There is a {$3000.00} min balance on my account so doing that would likely result in generating a fee, but they didn't care. The manager told me the only way to avoid the fee would be to change my account type, but the new account type came with a $ XXXX monthly fee. She said if I hurried then I could remove the money and close the account to avoid the fee. This is very unacceptable in my opinion. No bank should be able to refuse to close an account in good standing and proceed to make the customer jump through hoops to hopefully get it closed and avoid fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018, XXXX at SunTrust Mortgage Servicing advised me how to mail a check of {$5400.00} from XXXX XXXX XXXX for fixing my roof. A XX/XX/XXXX cover letter to SunTrust 's Insurance Claims / Property Damage Department explained what I wanted done. XXXX 's check was made out to my wife and me as well as the mortgage companies. The first mortgage company, XXXX alone already endorsed it. XXXX said it would take 10-14 days to get SunTrust 's endorsed check back to us. On XX/XX/XXXX, SunTrust manager, Ms XXXX XXXX admitted over the telephone that SunTrust had illegally deposited the check and applied it toward the principal of its home equity line, rather than return the endorsed check to me. Note : neither my wife nor I had signed the check. The roofer was scheduled to start work on XX/XX/XXXX and I could not make the initial payment because SunTrust stole my money. Ms. XXXX assured me that this issue would be on an accelerated ladder, but she is still obligated to tell me that it will take 3 to 5 business days for the Research Department to look into this matter. On XX/XX/XXXX, I received a message from XXXX??? with SunTrust Bank, asking me to return her call. I have returned her call every day since then and left a message on her voicemail. No call from SunTrust has been forthcoming. No check from SunTrust has been received either. Luckily, the roofer replaced the roof on XX/XX/XXXX. But I haven't been able to pay them. And another check from the insurance company will be issued soon requiring SunTrust, XXXX, as well as my wife and I to endorse it before I can give it to the roofer for doing such a good and timely job. What am I to do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I made the mistake, as Im sure others have found the hard way, that XXXX XXXX offers no consumer protection despite being affiliated with major banking institutions ( such as mine with Suntrust ). Unlike XXXX, if you initiate a payment to someone who turns out to be defrauding you, there is no recourse. Even if you become aware of the fraud within minutes, not days. I never used XXXX before, and I can tell you I never will again for this very reason. I was buying event tickets today ( XX/XX/XXXX at XXXX EST ), the guy showed me the actual ticket purchase via XXXX by including a screenshot in an emai, and he said he would immediately transfer them via XXXX once I paid him via XXXX . I told him I never used XXXX before, and he told me how safe it is since its offered by major banks as a service offering. I naively thought my bank ( Suntrust ) would stand behind me if there was any kind of impropriety ; that is not the case. I have a name, address, cell number, XXXX account name and affiliated phone number, a screenshot of the XXXX purchase transaction, and texts and email exchanges documenting everything. Im a mother of XXXX kids with XXXX XXXX who wanted to see a comedy show with a friend as our XXXX gift to each other. I needed just a night of lighthearted laughter, since I dont have a lot of it in my life. Instead I spent every last dime I had to spare, {$140.00} to be exact, to line the pockets of a scam artist via an app my own bank endorses and supports. XXXX and Suntrust Bank offer zero Consumer Protection or recourse against Fraud when using this money transfer app. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20171
Submitted Via: Web
Date Sent: 2018-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I had a Cash Rewards card from Suntrust Bank. I used it for a year or two. And then I decided to pay it off. The final balance was only {$32.00}. I paid it by phone, the person ensured me it was the final balance. I checked my XXXX report recently and it says {$160.00} due with a late payment. I called Suntrust. They inform me that they were wrong, and I owed an additional {$32.00} back in XX/XX/2018. So this has now become {$200.00} with fees. I never received a bill. I never received a bill by physical mail. I never received a bill by e-mail. I never received a phone call. I had to find out about this through XXXX. I have paid the {$200.00} to stop the interest accruing. But I am furious and would like a MINIMUM of {$170.00} returned to me, as the original amount I owed was {$32.00}. I will not do business with Suntrust for the rest of my life, banking or credit card, or any goods or services. I hope I can find resolution to this issue and most importantly remove all records of a FALSE late payment from my perfect 100 % 10-year credit history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32751
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2018, I was informed that Suntrust reported to all three credit bureaus that I was 30 days late on my car payment in XXXX. I have never been late on my car payment with Suntrust in 5 years. My last payment to Suntrust was in XXXX where I made two payments. One was my regular payment and the second payment was a payoff. It was reported on my credit reports that I paid " on time '' every month for 4 years and 11 months. But in XXXX, when I made 2 payments, and paid my car off, Suntrust reported me as being 30 days late. The month before ( XXXX ) is reported on time, but the month after, which is the last month of my payment was reported 30 days late. This is impossible. I've never received any notices about being 30 days late because I've never been 30 days late. I've only received a Congratulations Letter, You have paid off your car loan with Suntrust. '' Suntrust 's error has negatively impacted my credit score by 46 points and I have worked extremely hard to maintain good credit. This is not my first occurrence with Suntrust 's banking error. Suntrust added a car loan belonging to someone else in the amount of {$30000.00} to my existing loan with them. It wasn't until I went online to pay my car note, that I noticed it. It took several months and hours on the phone with Suntrust trying to resolve this error. Just last month, I received letters from Suntrust saying that they were repossessing my car when my car was paid off! I also received notices from the US Postal service stating that this was their final request for action. I an now experiencing yet another one of Suntrust 's errors! I am currently dealing with death in my family, and this is added stress. This is poor customer service and substandard customer care. Is this how valued customers are valued? The victimization by Suntrust has to stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23227
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to complain about Suntrust Mortgage. They have taken payment from me and not applied it to my account. I have called numerous times and devoted hours upon hours to trying to get it resolved. My check has been cashed but not applied to my account. I am getting the run around. More so, they incorrectly have my property taxes. I had gotten it verified by my township tax assessor and sent it into them. They refused to adjust it. I requested they call my tax assessor directly to verify. They refuse to do so. I feel they are being fraudulent and refusing to assist me with my loan. They have taken my money without applying it to my account. They are overcharging my property taxes. Please help me to resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My husband and I opened accounts with suntrust over a year ago. His payroll check was deposited each Wednesday at midnight. We would set payments to disburse that next day. Suntrust would pay the scheduled amounts but charge an overdraft fee for every payment. This left our checking account in the negative on a regular basis. I got a loan to clear the account up and Suntrust continued doing the same and eventually closed our account for an extended overdraft balance of approximately {$1100.00}. We opted out of overdraft protection when we opened the account. We should not have been charged any fees with exception to check payments or ACH payments ; however, most of the fees derived from point of sale transactions and snowballed, causing all transactions to incur a fee. Again, we did not wish for nor elect to participate in overdraft protection. I have gone to the Bank physically and spoken with several bankers, including the branch manager of the XXXX, Georgia location, XXXX XXXX, with no success. I went again and was escalated to an executive team, a representative contacting me by phone once and never hearing back from him. We have added approximately {$10000.00} in overdraft fees that were taken from our account in less than one year. Suntrust has not cooperated with refunding any of the fees to date. Their handling of our funds in contrast to federal banking regulations has caused our credit scores to plummet among many other things.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30248
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Beginning on XX/XX/2018, a small withdrawal was made from my savings account in the amount of {$.00}. Then beginning on XX/XX/XXXX through XX/XX/XXXX 33 other transactions were unauthorized by me, the owner of the account, were made. Transactions of {$5000.00} or more were made in one day, specifically on XX/XX/2018. Not only did this fraud completely wipe out my entire savings ( 5-digits ) but Suntrust Bank authorized so much fraudulent activity that my account went 5-digits negative 5-digits. I found this activity on my own when checking my account on the evening of XX/XX/2018. I called and reported this immediately after discovering the fraudulent activity in my account. The woman on the phone didn't advise me in any way on what the process would be for my claim or how the bank would move forward with my case. One of the affidavits sent to me didn't even have the right amount on it. This is completely unacceptable for a bank to not catch 33 transactions within a 2 week period that have fluctuating withdrawals that range from .01 $ to {$10000.00}, especially when these large withdrawls were being authorized while the account was already wiped clean.
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: 2018-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Beginning in XX/XX/XXXX, XXXX XXXX transferred my mortgage, without my knowledge or consent ( which I understand is perfectly legal ), to SunTrust. SunTrust sent me documentation saying I had a 60-day " grace period '' to make my XX/XX/XXXX payment. I will not get too granular here, but because I was heading out of the country on a rather expensive vacation, I thought it might work out financially to pay my mortgage late. I twice called and was twice told that would be fine. ( SunTrust will tell you this didn't happen, but they are lying. They made no effort to find these two calls -- because I was not in their system as a customer yet -- and they are relying on the contents of one call from XX/XX/XXXX, I think, which is not germane to this discussion at all. ) To my surprise, I start getting VERY HARASSING phone calls at my office, rather than my cell phone. The people calling are treating me like a criminal, despite my almost perfect credit score. This might not be a problem for some, but I work at the global headquarters for XXXX, so they happen to be calling the busiest XXXX in the world. On one day, I received four calls. Now, once I figured out that I had been misinformed by SunTrust 's representatives, I immediately moved to rectify it. I paid them everything owed, even though it put me in quite a bind on my vacation. Still, they continued to call. On every single occasion, I have told them it is totally inappropriate to call my work number and have instructed them to call my cell phone. They have never once called my cell phone. They choose, deliberately, to continue to harass me at work. Make no mistake. This is malicious. I have filed complaints with their executive escalation department, or whatever they call it, and have been met with utter insolence. In fact, they " investigated '' my complaint and decided that none of their reps told me I could pay my mortgage late. This is untrue, and in their letter to me, they indicate they did not seek the phone calls I referenced in the original complaint. So, they're lazy, too. They don't care about customers. When I called to say they hasn't done their due diligence in their investigation, because they hadn't located the first two phone calls, they told me that they probably wouldn't change their mind -- without having listened to them! They also don't explain what they mean when they say " grace period. '' I would do anything to give my mortgage to another bank, any bank but them, but I can't without thousands of dollars in refinancing costs. I'm stuck, against my will, doing business with a company that does not deserve my money. Now, fast forward to this month : Because SunTrust put me in such a nasty bind on my vacation, I decided that I would pay my mortgage on the XXXX rather than XX/XX/XXXX. This is within THEIR OWN RULES. They give mortgage customers until the XXXX to make their payments, so since they put me in such a ridiculous financial bind last month, I decided to take advantage of this. My XXXX credit score ( as of today ) should be proof enough to anyone that I am no delinquent. But not SunTrust. They repeatedly harass me like a common criminal, despite that not only was I never once late with a XXXX payment, but I often made 13 or 14 payments a year rather than 12. So, today, I get another absolute harassment of a call at the work number I've told them not to call on at least a half dozen occasions. Not only does the rep harass me, but he begins the conversation by smarting off to me because he was not on the line when I answered and I had to introduce myself multiple times. When I explain his call is inappropriate and he shouldn't be calling XXXX 's main XXXX -- especially since I owe them nothing until the XXXX -- he refuses to apologize or get off the phone until I speak to him very strongly. Please end this. XXXX is the worst company I've ever dealt with. Please ask them to stop harassing me. Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I submitted my complaint to the AG of Oregon a case was automatically created in CFPB and sent to SunTrust. The summary section I wrote was for the AG, but the attachments had 3 requests. 1. Fix our credit 2. Remove the approx {$760.00} charges on the loan that is now serviced by XXXX. and 3. reimburse me {$100.00} for the property damaged caused. XXXX XXXX contains the attachments that reference all three requests but only the credit request was addressed. This complaint is regarding the problem with the Auto Drafting system of Sun Trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A