Date Received: 2020-01-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I continue to have issues with businesses in purchasing or in this case : 1. I opened a checking account online with XXXX XXXX Bank. I wanted to transfer a large deposit from my SunTrust Bank which I have had for over two years, except I did not have a routing number or checking account for XXXX XXXX so I caught a ride to a close XXXX XXXX to present a personal check by an XXXX driver. 2. The younger male allegedly ordered some checks and deposited my personal check to the account that I apparently had on the debit card that I was sent. 3. My SunTrust Bank denied to accept my two signatures on XX/XX/2020 except the new manager told me that she is new at my branch and that she said that my two signatures on the back and front did not appear to be similar even though my daughter has cashed checks presented and signed by me several times to include just recently. The manager had emailed me twice after a large deposit was made directly as usual from the federal government from XXXX and the VA except as I have stated this time the bank received a large amount, electronically as usual. XXXX XXXX asked me to come to the SunTrust branch but I explained to her that I am now in a wheelchair and that my hands suffer with XXXX XXXX so that I do not like to grasp anything. Most importantly I asked her to accept my license number seen at the other bank, I could give my SSN and she has my email address and physical address on record, but : 4. The second check larger amount was deducted from my SunTrust account leaving me with little so that I will not be able to pay my rent. 5. The XXXX XXXX Bank has closed my two ( checking and savings ) accounts so that now I think that they asked me to open a second account so they can charge a {$12.00} fee and now they closed all of my accounts on XX/XX/2020. I was supposed to receive just {$4800.00} tomorrow and the rest, the largest amount on XX/XX/2020. I was asking why and I felt that the two or more employees took the large amount on purpose to ripe me off of the XXXX figure amount or try to force me to go to the bank again, possible for nothing ; abuse and discrimination. 6. I can not tell where my money is except that I know where it should be at XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi, I found a seller online on XXXX by the Name XXXX XXXX. His email address is XXXX. I purchased XXXX XXXX XXXX tickets from him and paid him from my SunTrust account via XXXX. I was able to receive the ticket but when I went to the park the tickets were void and they informed me that a chargeback was made on the card through which the tickets were purchased. I contacted my back and they informed me that they are unable to do anything with it as XXXX has no fraud protection. I would appreciate if I can get any assistance with the refund. I also have sellers phone number XXXX. The amounts that were sent was {$550.00} and {$35.00}. Thank you, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX VM from SunTrust of possible fraudulent activity. XXXX saw {$2100.00} purchase at XXXX in XXXX, NC ( I live in XXXX, NC ). SunTrust Customer Service informed me that someone with my name and address called on XXXX at XXXX requesting a new debit card be mailed to XXXX XXXX XXXX XXXX, XXXX, NC. Told Suntrust rep no point in sending a code because also lost cell phone. XXXX received card in mail from Suntrust confirmation of address change for 3 of my 4 accounts. XX/XX/XXXX Met with branch mgr who called fraud dept. Told that investigator Denied and closed the case assuming I approved it. XX/XX/XXXX wrote rebuttal. XX/XX/XXXX still have not heard from Suntrust and {$2100.00} not restored to my account. XX/XX/XXXX a Good Samaritan in XXXX, NC called to inform me that she saw my credit card/ address/ ph # and many other peoples in the car of a man she knows in XXXX, NC. I filed a police report giving all information and the guys name. Suntrust has not been in touch with me since my pursuing them since XX/XX/XXXX. I have been treated by Suntrust Fraud Dept as a liar having to prove that Im telling the truth.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28270
Submitted Via: Web
Date Sent: 2020-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-04
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: According to my personal records, Sun Trust bank always harass, threaten, contact me during night such as XXXX - the way same as some other criminal nuisance in Washington DC XXXX In the past, I already notified this bank to stop sending me emails during night especially during the mid night such as XXXX. However this bank never change its harassment and threat nature. Instead this bank constantly use false excuse such as charge monthly maintenance fee to steal money from my personal checking account. I have notified this bank at least 5 times in writing asking them to stop interfere the matters which were totally irrelevant with Sun Trust. ( see attachment ). Most recently, from XXXX, XXXX, XX/XX/2019 this bank used false excuse such as deduct XXXX XXXX monthly maintenance fee to constantly threaten me as a bank 's customer. In the past, I already filed two formal complaints with CFPB accusing Sun Trust bank 's criminal activities. Its behavior and conducts already committed criminal harassment, threat, intervene, interfere, bullying etc. toward me as a victim. Its criminal behavior was exactly like a funeral truck who carried two lines of lights driving toward me at end of 2019. That truck was attempted to access me just like the way Sun Trust deducted money from my checking account in XXXX, XXXX and XX/XX/2019. As I informed Sun Trust, you must pay all my damages {$25000.00} harassment charge for total at least 4 times. Insufficient promotional bonus {$500.00} for the year 2019 when customer like me completed 10 debit purchase and at least {$500.00} direct deposit. Plus under my urgent and extremely serious complaint to CFPB three times to ask return {$20.00} stolen money from my checking account. Until now you have not returned yet after you received my complaint 4 days already except the previous complaint in XXXX and XX/XX/2019. My attitude is very clear and my action is firm, I am NOT going to concede or deduct a penny toward your constant criminal activities. I am being harmed on the monthly basis. And I have great concern about my safety of deposit. As I informed you, the earliest you pay all my claims filed to CFPB as well as the claims filed to mycardbenefits, the earliest I will leave. If you want to interfere some other criminals matter then the default judgment owed by the other States is your debt : {$5200.00} XXXX plus 20 % interest and criminal restraining order & permanent restraining order ( Please do NOT send me emails or any contact during night. Opt-Out all marketing materials and contact such as call, email, mail, fax etc. ) I am NOT willing to concede. I am NOT willing to deduct a penny. As I said my decision is FIRM.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20016
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-03
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: *XX/XX/XXXX - 7 charges to a SunTrust MasterCard at a XXXX XXXX amounting to # XXXX ( 4x {$100.00} and 3x {$200.00} ). *SunTrust alerts me via text ; I respond immediately that these are not my charges. * ( the same day, XXXX XXXX XXXX. called w/ similar fraud charges at XXXX and immediately dismissed them from account when I assured they were not my charges ) * Approximately 2-3 weeks later I receive a letter from SunTrust stating that their investigation determined that these charges are my responsibility. * A long phone call followed with several people at SunTrust 's security/fraud division. After more than an hour, their conclusion was the same. The investigator cited " inconsistencies '' but no one could tell me what they were. * I visited my local bank mngr. several times and exchanged sevearl emails with him ; he tried to help but could not. A phone call from a higher regional exec. said the same. * During another call w/ ST, I was finally told that an inconsistency was that the card chip was used and because the card is in my possession, I must have used it. * XX/XX/XXXX - I wrote letter to Mr. XXXX. XXXX, president of SunTrust. His office called to tell me there was nothing they could do. * I spent more than an hour on phone w/ XXXX business div. who researched charges and found nothing at cited store ( XXXX XXXX XXXX, XXXX, DC ) or in any other XXXX store where this card has been used. XXXX case # XXXX ( I have NEVER used this card anywhere and card statements confirm this ). *XX/XX/XXXX - I filed police report w/ DC Police , file # XXXX. *XX/XX/XXXX - I called MasterCard.They can't do anything - in SunTrust hands. My next step will be to contact the DC Attorney General 's office. I don't know what else to do or how to use the police report to support my case. I'm at wit 's end and out of more than {$1000.00} which means a great deal to me. I am retired and live on SS and savings. I have banked w/ ST since XX/XX/XXXX and have 2 different accounts there including a non-profit for people w/ disabilities that has more than {$70000.00} in it and I have never bought a gift card for any amount at a XXXX. I'll appreciate any help or advice you can provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2020-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Suntrust Mortgage. My home was damaged by a flood and my insurance company issued the funds to repair my home. The funds were sent to Suntrust and they have been holding them in an escrow account. I have been contacting Suntrust on multiple occasions to request the funds be released to pay the contractors that have made the repairs. They tell me they need to have an inspector come to my unit before they can release the funds. They are holding {$80000.00} and have not released one penny. The work in my unit has been completed for months and the contractors are screaming at me to get paid. I have had to pay several out of my pocket because Suntrust keeps loosing paperwork, requesting unnecessary documents, and continues to stall payments. Now they tell me they need to send an inspector out to verify the work is completed. I requested the inspector on XX/XX/2019. I have called over a dozen times and emailed and they still haven't scheduled an inspection. They tell me they have no idea what happened and keep apologizing to me and claim they will escalate the situation. This is ridiculous at this point. I have been waiting almost a month just to get a date for he inspection. In the meantime I have had to pay contractors out of my pocket to prevent liens on my unit. This is causing me a financial hardship. Please help!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I participated in a HAMP modification with performance payments which I have now successfully received. However, much like I've previously had issues with the way SunTrust ( now Truist ) has serviced my XXXX XXXX loan, they now are refusing to respond to my repeated inquiries about why I have not received a recasting / re-amortization of my payments per the HAMP guidelines. I've tried to reach out by both phone and secure online communications ( and have attached copies of these communications ) and have made it clear I would indeed want to take advantage of a recasting to reduce my payments per federal guidelines. I'm told each time that someone from that department will be contacting me or I will be receiving some sort of official communication regarding my recasting inquiry, but I never do. I completed the five-years in the HAMP program in XX/XX/2019, which is when the final {$5000.00} performance payment should have been made ( it was significantly delayed with no explanation even though I made many inquiries, but eventually showed up ). I also should have, as is my understanding from reading the HAMP federal guidelines, been offered a recasting of my loan at this time. I was not and I have been calling and messaging without resolution. I'm just told it will happen or is happening or I'll hear something by an apparently ill informed mortgage customer service rep. I do want to bring up that last time I contacted CPFB about a Suntrust ( now Truist ) HAMP modification issue and spoke to the US Department of Justice regarding a breach of their settlement agreement in regards to criminal conduct on their processing of HAMP modifications, Suntrust offered me {$1000.00} to drop my complaint and go away which I did, but then they never paid. I continue to remain shocked that Suntrust gets away with so many violations of the HAMP program and how it's supposed to be run. They received deferred prosecution and here they are, breaching it yet again with me. I guess corporate officers will never go to jail no matter how purposeful or negligent. I'd really appreciate some investigation and oversight here. There is absolutely no reason why I should be denied a recasting, be required to pay my interest payments in full, and pay off early. That is very convenient for Suntrust ( and even more so the new combined Truist, looks better on their balance sheet while it continues to harm me ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32605
Submitted Via: Web
Date Sent: 2020-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Bank transferred from my account to overseas without my knowledge Bank called me the time it happened and I spoke with them and disputed this transfer and they promised me that no money will be transferred and they put the whole amount on hold. I discovered after one week they transferred the amount and when I called them they opened an investigation case with a promise that I will got my money back After one month they closed the case and denied without even telling me why or in what base they closed it. Now they want me to write to them again, which I did. I am running after this problem from last XXXX without solving it which cost me lot of money going and spending time in different suntrust bank. Also disturbed my son who is XXXX XXXX to pay his rental apartment which I borrowed money to pay Iam XXXX years old and living in tied budget
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32836
Submitted Via: Web
Date Sent: 2020-01-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX at SunTrust told us that any documentation that comes to them without loan numbers on every single page gets shredded or deleted from the file. Firstly, this is illegal, as it is a violation of the Homeowners Bill of Rights. Secondly, in our experience with SunTrust, closing almost 3000 short sales in the last 13 years, we know this is not true. Thirdly, on their own documentation they don't even ask for the loan number - see Affidavits attached. Apparently SunTrust is directing their employees to delete documents in order to push properties into foreclosure. I am attaching the requested documents to this CFPB Complaint. I expect these to be attached to the account and the short sale moved forward without further delay. For ease, we are cross filing this complaint with the following organizations : 1 ) State of California Attorney Generals office 2 ) Congresswoman XXXX XXXX, House Financial Services Committee Chair
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-30
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have a Suntrust Credit Card that offered zero-interest balance transfer for a one-time fee. I took advantage of that for an approximate total of {$7300.00} in balance transfers over the course of 8 months. There is a minimum payment due on the transfer balance of approximately $ XXXX $ XXXX but no interest is charged until the expiration date of the offer ( XX/XX/2020 in my case ). Since obtaining the zero-interest balance transfers, I have only made two retail purchases amounting to approximately {$350.00} dollars. I was told by the banking rep that I could pay over the minimum monthly amount to cover those purchases and there would be no interest on those charges ( 16 % otherwise ). However, I have now been told by another rep that I can never pay off those purchases resulting in perpetual interest on those purchases until I pay off the entire balance of {$7500.00}. In other words, the bank is forcing me to pay interest on that {$350.00} despite my request to pay it off because there is still a XXXX interest balance transfer balance. I have now been told that if any portion of your credit card balance is XXXX interest, you can not pay off retail purchases that have 16 % interest. This apparently is in the fine print but was the opposite of what the original Suntrust rep conveyed to me. The Suntrust rep I last dealt with responded simply by saying that is the policy and the original rep ( upon which I relied ) was wrong. Nothing they can do about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2019-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A