Date Received: 2018-11-29
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a mailer from SunTrust Bank thanking me for opening a checking account along with checks and deposit slip with routing number and account number. I never authorized this. Then I called them and spoke with an agent who asked for the checking account number, which I gave her from the checks that were mailed to me, she then hung up the phone. This reminds me of what XXXX XXXX did so I wanted to file the complaint. I have attached a copy of the letter and checks and deposit slip mailed to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60060
Submitted Via: Web
Date Sent: 2018-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I sent the email below with the appropriate documents attached to Suntrust board of directors and was contacted by a XXXX XXXX from Suntrust Bank who informed me I need a Hold Harmless Form from XXXX XXXX XXXX that issued the cashier 's check. I went to XXXX XXXX XXXX and called XXXX XXXX while being assisted by XXXX XXXX and XXXX listened to XXXX say that a Hold Harmless form is needed from XXXX XXXX, XXXX XXXX told me to relay the information that XXXX XXXX no longer issue Hold Harmless forms for cashier 's check because they post the next business day of being deposited. But she provided me with proof of processing and clear front and back of the cashier 's check and an email stating XXXX XXXX policies as of XX/XX/XXXX no longer issuing Hold Harmless forms : ( this is the email ) My name is, I opened a checking account at Suntrust XXXX, GA location with the Assistant Vice President/ Senior Branch Manager/ Scenic Promenade XXXX XXXX XXXX with a cashier check in the account of {$24000.00} issued from XXXX XXXX XXXX . ( see attached documents ). On XX/XX/XXXX I received the welcoming email asking me to complete my online enrollment with a link. I clicked the link only to be told my information entered does not match information in Suntrust system ( see attached ). I went into the XXXX, GA location and XXXX XXXX Vice President XXXX XXXX assisted me with my online error, only to discover the Social Security number entered by XXXX XXXX XXXX was incorrect. XXXX XXXX corrected the error and I completed my online setup while I was there at the XXXX, GA branch. I left for vacation Sunday XX/XX/XXXX and on XX/XX/XXXX I tried to transfer funds to my husbands account who banks with Suntrust as well, in which the online kept giving me errors again. I called and was transferred to the fraud department and was told I need to come into the branch with my Social Security card and ID in which I would not be able to visit a branch until Monday XX/XX/XXXX upon return from my XXXX vacation. I gave my Social Security card and Passport to XXXX XXXX Personal banker who handed my credentials to XXXX XXXX XXXX, and XXXX said he would return after he make a copy and fax them to the Back Office. While waiting I was notified my father passed, and XXXX XXXX searched the internal system for a contact number for the back office to get clarity on the next steps in the process after faxing my credentials to Suntrusts Back office and XXXX XXXX kept saying there was no number or point of contact for Suntrusts back office. XXXX XXXX finally spoke to someone ( while I sat and waited in her office ) and told me to come back tomorrow because it takes 24 hours from the time of the fax. I returned Tuesday XX/XX/XXXX and XXXX XXXX called some number in which her colleague informed her my accounts was closed on XX/XX/XXXX, I was in the branch the day before why didn't anyone see the accounts closed then? And I will receive a check for all funds in 5 days, only to discover utilities paid with my account were returned unpaid. XXXX XXXX called the back office to try have the funds released to me ( {$1000.00} ) from my savings account so that I could get those utilities paid along with get to my father to begin his funeral arrangements. XXXX XXXX XXXX told me I would receive a check in 5 days for {$24000.00} from the Back office. I was not understanding what was happening and XXXX XXXX XXXX or XXXX XXXX could not explain what was going on in the back office.Only that I would receive a check by mail in 5 days. Tuesday XX/XX/XXXX I called customer service XXXX who transferred me to the fraud department and spoke with Supervisor Patience, who informed me that I never should have been told I would receive my check by mail in 5 days and that XXXX XXXX has placed a hold on the cashier 's check until XX/XX/XXXX, I went into XXXX XXXX XX/XX/XXXX and the Branch Manager looked into XXXX XXXX XXXX to trace cashier 's check issued to me, to see what was going on with the {$24000.00} cashiers check number XXXX and she gave me the printout that the check cleared XX/XX/XXXX at Suntrust Bank. I know I'm a small fry in you all world but I received these funds because of a settlement on XX/XX/XXXX and I don't have another income right now my husband has had a XXXX XXXX and we're really struggling, The mishandling of this situation has become too much for me, I have attached all of the proof of where the funds originated and receipts from XXXX XXXX and Suntrust I don't know what else to do at this point because another round of bills has hit us. Please, help me! I'm trying with everything in me not to become depressed trying to keep the household afloat. Thanks for all of your assistance in advance!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2018-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: There was inquires from Suntrust Auto Dealer on XX/XX/2017 on my credit that I never authorized. I do not know these people and have never been in contact with them. Tried reaching out but got no help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2018-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am requesting assistance with SunTrust Mortgage ( SunTrust ). SunTrust carried the Note on our rental property at XXXX XXXX, XXXX, TN XXXX. Account # XXXX. I have requested on numerous occasion copies of paid checks for our Homeowner 's policy. Our Insurance Company ( XXXX ) is stating there is two payments which they have not received monies from our Mortgage company ( SunTrust ) for our yearly insurance premiums. I receive no response from SunTrust in regards to my request. I am requesting front and back copies of checks from SunTrust showing proof our insurance premium was made for our the following years XXXX/XXXX {$1400.00} and XXXX/XXXX {$1500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2018-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This amends Complaint ID # XXXX and # XXXX My mother and I requested that her SunTrust account be closed in writing and we were informed by the branch manager that we would need to come to the branch in person to close the account. I left work, in XXXX, and drove back to XXXX to take my mother to the branch. Initially they were not going to close the account because my mother only had one form of ID, a State of Florida issued ID card ( my mother no longer drives ) but they relented and accepted my mother 's XXXX card as a second ID ( although it doesn't have Mom 's picture or signature on it ). When we closed the accounts we were given a notice that the account could re-open if items hit that night. I specifically asked that any credits due to Mom because of fraud NOT be posted to the account and that instead they be mailed to her in the form of a cashier 's check payable to her to her address on file and we were told that they would do so. Instead they have credited the account ( she is still due more refunds ) and re-opened the account. This causes two problems. First, this allows whoever is committing fraud on Mom 's account to continue to post items to the account. Second, I am going to have to take even more time off of work to drive Mom to the branch to close the account with no guarantee that the account will actually close because she is still due over {$4000.00} in additional refunds. If they continue to re-open the account and post items to it this becomes a never ending cycle. The bank 's handling of this situation has been ridiculous. They have refused to freeze the account and instead continuously post additional fraudulent items to the account causing us to call the fraud department over and over again and submit new paperwork. The last time I called them, XX/XX/XXXX, I was on hold for 51 minutes and 25 seconds before I reached an employee. They made it as hard as humanly possible to close the account and when we did close the account they re-opened it. We moved the money from her checking to the savings account in order to protect the funds from fraud and they immediately began posting fraudulent items to the savings account in the amount of {$7700.00}. We were able to close the savings but now we have to wait for the funds to be refunded. I've asked on numerous occasions, including in writing, that I be contacted by a supervisor but to date ( and this began on XX/XX/XXXX ) no one has contacted me. I've worked in XXXX for thirty-five years and know how fraud cases are supposed to be handled and this has been the most frustrating experience of my life. What do people who don't know Reg E and the rules do? I just can't imagine how people who are unfamiliar with banking rules and have no one to help them navigate this horrific system.
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: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: We have a SunTrust Business Checking account for more than 22 years. Our business banking check with SunTrust Bank was illegally altered to payable to " Cash '' was put through XXXX XXXX and paid by our SunTrust Bank in the amount of {$7800.00} on XX/XX/2018. I found out about the check when I asked for balance after I made a deposit the next day, which is the XXXX of XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX. I filed a fraudulent check cashing complaint with the same bank location on the same day. The bank rep told me I will receive the money in 10 days. I was also told I will be getting a call from a bank investigator. I Received a call from the investigator. She informed me that the check was put through XXXX XXXX. She asked me a few a questions and then told me to fill up an affidavit and return it to her. Which I did and emailed it to her on XX/XX/XXXX. I followed up on the XXXX to make sure bank received it. I spoke to someone by the name of XXXX XXXX, she informed me that the affidavit was sent to XXXX XXXX and we should be getting the money back in 30 days or less. I followed up again on XX/XX/XXXX and reached someone by the name of XXXX XXXX. She told me XXXX XXXX has not responded to their communication yet. She is also not sure if I was going to get the money back in 30 days time limit or so. I asked to talk to supervisor, XXXX XXXX came on the phone. She informed me the 30 days time limit is something different, this could take 90 days or as much as 120 days. I reminded her that SunTrust Bank had our money and therefore they need to credit out account for the amount stolen from the account. This is a substantial amount of money and we can't wait 90 or 120 days. At this point I am getting a little concern as I am getting so many different versions about the time to get the money back. I approached the Bank Manager on the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX, at the next day on the XXXX. He made a call to SunTrust Claim at my presence and spoke about the issue. The Bank manager told me that claims dept. has not heard back from the XXXX XXXX. He asked to expedite the issue meaning we could hear something from in 24 hours. He informed me that ACH issues have a 90 day limit of investigations, however he has never seen a case taking more then 30 days. I told him I would like to get the issue resolved, and if it doesn't we may have to consider other legal options to get our money back as bank should just credit our account and take it up with the XXXX XXXX. I followed up the next day, he called the claims Dept. only to hear again they have not heard anything from the XXXX XXXX yet. I followed up with the bank manager on Tuesday XX/XX/XXXX, however he was on vacation. I made a call on my own to the SunTrust claims Dept. again. Once again I was told they have not heard back from XXXX XXXX. I asked to talk to a supervisor, someone by the name of XXXX XXXX came on the line and identified herself as a supervisor. She refused to give her official position and stated the same they have not heard back from XXXX XXXX. I reminded her SunTrust had a fiduciary responsibility to care for the money, however they failed to do so, and they should credit our account as they had the money and not XXXX XXXX. I told her I don't need to know what happened with XXXX XXXX, as our relationship is with SunTrust and not XXXX XXXX. SunTrust Bank gave out our money on a fraudulent illegal check. I decided to call the CFPB on the XXXX to find out what they do and how to file a complaint. I followed up again on the XXXX with SunTrust bank manager at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX. He called the claims Dept. and after about 25 minutes of wait informed me they have not heard back from the XXXX XXXX. I informed the bank manager that all issues I have had with personal account with XXXX XXXX XXXX gets settled in days, and even sometimes before I even found out about the issues. Frustrated I clearly told him I am getting run around by the bank, and asked what will happen after the 90 days or 120 days. The bank manger said he wasn't sure but will call the claims Dept. again and allow me to ask the questions directly. He called and after another wait of 25 minutes XXXX XXXX XXXX came on the phoneline. She said they haven't heard back from the XXXX XXXX. I asked her what happened after 120 days, if they don't hear from XXXX XXXX, she said nothing and told me the investigations could take as long as needed and there is a chance I may never get the money back. She also told me they are not the actual investigators, they only read the updates posted by investigators. At this point I told her that I will file a complaint with the CFPB as it is absolutely ridiculous that they can't get give me any real update about getting the money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33405
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Mother passed away in XXXX of XXXX my father then passed in XXXX of XXXX. In my fathers Will I was left his home in Pennsylvania. I lived there with my Parents for the 4 years they owned the property with my XXXX and XXXX year old Daughters. The home was left with a mortgage of about {$150000.00} and a value of {$350000.00}. The mortgage was with Suntrust Bank. In XXXX of XXXX as the Probate period was nearing its end I contacted Suntrust Bank to notify them of the deaths of my Parents. I also inquired about what the process was when being left a mortgaged property. I was also not sure if the mortgage was current, ahead or behind. Suntrust notified me that the only way they could speak to me was if I sent them a request package. This package included both of my parents death certificates my fathers Will and a certified Letter of Authority. I sent that in within a week. It took 6 weeks all tolled for Suntrust to admit they received the package. This was after many phone calls trying to locate the proper personnel to advise me on my plight .The first person I remember actually directing me was named XXXX . XXXX explained that at this point my loan was not being handled by her department which is special loans but was now in loss mitigation and that XXXX XXXX was going to handle the loan from now on. I called XXXX for about 10 days straight. The phone was answered and I was directed to her line. The problem was that I was sent to a recording saying the agent was busy please remain on the line. No one ever picked up the phone. Part of the recording was letting you know you could leave a message and the person you were calling will get back to you in 24-48 hours. No one ever called back. It wasnt until a week later that I realized while I was waiting on hold if I hit # 1 on the phone I could actually reach XXXX phone machine. No one ever called back. When I voiced my displeasure the people answering the phones said that although XXXX was too busy to help, that they could help me. I talked to at least 6 different people over the next month. Each person had their own belief as to what I should do. This left me unsure of what I should have done. Some of them told me I could not assume the mortgage. One person told me I could As Is the mortgage I would just have to pay the mortgage amount up in full.?. I asked each person for explanations but was left confused by what I should do. I tryed right before XXXX to wait out XXXX but she was not going to call back. At this point I owe almost 4 months ( Suntrust wont accept payments now XXXX and called again and reached a XXXX. I told her Im worried the house will go into foreclosure. I could not pay the {$5700.00} due at once but could scrape up {$3000.00}. XXXX said that was acceptable as long as the rest of the money was paid on XXXX XXXX. I agreed and was able to get {$3000.00} in the bank by the day after XXXX. The account numbers were given to XXXX and the money was to be transferred through the banks. I called Suntrust to see if they cashed the money on Friday afternoon. XXXX and XXXX were not available so another person told me that the {$3000.00} we agreed to was not acceptable, only full payment would be accepted. I told her I had a confirmation # ( XXXX ) She said XXXX made a mistake and that I should stop payment on the check. They would only send it back to me. I figured that on the holiday weekend they hired temporary help and that on Monday I would be reassured. After all I didnt even send a check it was done electronically .On Monday XXXX and XXXX were again not available so I spoke with another operator who informed me that they would not accept my {$3000.00} and XXXX was wrong. She then informed me to quickly file for their modification assistance package before they start foreclosure. I was already told on 3 different occasions I wasnt eligible to modify a loan I was not named on. I sent in the paperwork anyway today. After 2 and 1/2 months or more I still do not know what to do or who to go to or even if I should pay them. When Suntrust would not accept payment or even offer a viable solution or explanation of their position I believe theyre illegally forcing the property into foreclosure. If I pay the full amount ( which Ive never been given an accounting of ) is it still enough to to be able to pay As Is, I dont know. Or is this a way to extract money from me to reduce the mortgage amount and still foreclose. This leaves me in an unenviable and unbelievably stressful situation. To rectify this I would like to speak to ONE person who not only has the ability to help me but also the authority to end this ugly situation. I always have the option to get an Attorney and sue. Thats not my objective but it seems Suntrust wants my loan ended at any cost.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: Made a payment of {$500.00} through XXXX to an online sneaker store called XXXX XXXX XXXX around XX/XX/2018. Never received the product and found out it was a scam after several non responses via email and phone calls. After several attempts to get a refund from my bank, I received a letter stating that I made the payment and the bank wouldn't refund my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home on XXXX XXXX, Florida. XX/XX/XXXX house was hit by tree and then hurricane. My insurance company is XXXX. It is now XX/XX/XXXX. My insurance company finally after over a year of fighting and attorneys from both sides involved settled out the claim. because Suntrust is our mortgage company the monies went to them. My first contractor that did demo put a lien on the house until Suntrust paid them in full. it was very difficult to go through their website to work with them. They required emense documents on the claim and even though we settled out of court XXXX attorney with our personal attorney they struggled to accept that we do not have an adjusters report for the damages because XXXX made multiple mistakes during the process. We do have the settlement docs and so Does Suntrust. We are back to trying to finish the house and make it livable. i have been trying to schedule final inspection and it has been cancelled numerous times by Suntrust because they are unwilling to find another Independant Inspector to go to XXXX XXXX. they refuse to schedule during regular working days Monday thru Friday XXXX. Without the inspection they will not pay out the balance of the claim to the Contractor. Suntrust has treated us terribly on this. The stress involved in getting Suntrust to release money and pay out contractors has been more than homeowner should have to go through. I reminded Suntrust that the money they received, about {$380000.00} worth came from my insurance company for the damages to my house and it seems very suspect that Suntrust does not want to make the process easy. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22602
Submitted Via: Web
Date Sent: 2018-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-25
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: on XX/XX/2014 some one fraudulently obtained a checking account in my name I never gave no one permission nor have I ever did business with this bank before
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30297
Submitted Via: Web
Date Sent: 2018-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A