Date Received: 2018-11-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My company has checking accounts at Suntrust Bank. My online access was cutoff due to " incorrect password. '' I have a password manager program, so I know this is false. I called and spoke to someone in XXXX. I gave him the last four numbers of my company 's taxpayer ID number. He said it was the wrong number and the account was locked. I spoke to " XXXX '' his supervisor who said the same thing. My password did not change. Suntrust simply locked me out to force me to reset my password, then apparantly screwed up the paperwork they have on my company. It's now Saturday afternoon and all banks are closed, so I'm out of luck till Monday. Please figure out what's going on. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2018-11-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-22
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Creditor is reporting accounts that are invalid and unverified. XXXX have investigated this account and they concluded the account was not matching my records of being assigned to me. I would like proof these accounts were disputed per FCRA/ FDCPA. This is causing me anguish and its slandering my good name. Please block this account from my report so I can breathe again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77545
Submitted Via: Web
Date Sent: 2018-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I requested additional information from Suntrust Bank in reference to an account that is reporting on my credit file. The account number is ending in XXXX. I requested the full payment history and how fees and so forth were applied. They only sent me a letter that said the information was accurate. They sent no proof they only sent a form letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32835
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Friday XX/XX/XXXX I went to the Suntrust XXXX XXXX Branch ATM on XXXX XXXX XXXX, XXXX XXXX Florida to make a withdrawal of $ XXXX from my XXXX XXXX XXXX XXXX. The time was XXXX. There was no sign or any message that the machine was out of service. The machine took all my info including a {$3.00} fee and then informed me that it was " unable to process '' my request. I went into the branch and was informed they were aware the machine was OOS and were awaiting a technician to make repairs. I requested a sign be posted but was told the technician was on the way. An hour later on my 4th trip to Suntrust there was still no info to let the customer know the machine was out of service. Had there been a notice none of this would have happened. I then went to another branch and the ATM there informed me I had 'insufficient ' funds to complete the transaction. I then returned home and checked on line my XXXX account and was surprised that, with the conversion, XXXX had debited C {$960.00} from my account. I then returned to the XXXX XXXX branch and talked to the assistant mgr who informed me the problem was with my XXXX XXXX and not the fault of Suntrust, and that I should contact my XXXX XXXX and lodge a complaint. I didn't believe her, and returned home, called the XXXX XXXX in XXXX, and even though they or myself didn't believe that XXXX was responsible, set up a fraud complaint file and advised me to return to Suntrust and re talk with them. On my fourth trip to Suntrust the asst. mgr still insisted the problem was with my XXXX XXXX and not Suntrust. I explained that Suntrust ATM didn't dispense my {$700.00} because it was 'unable to process ' but electronically informed XXXX that it did and XXXX sent Suntrust {$700.00} from my XXXX checking account. This totals $ XXXX that Suntrust now had. This has caused me to miss my first mortgage payment in eight years. I talked to Mgr XXXX four times, but was told today Suntrust is set up for the defrauded customer to have to do the fighting with the bank from where the funds were taken from ; NOT Suntrust ATM that failed to dispense the funds as Suntrust does not service their machines. That means Suntrust takes no responsibility for their errors and places the onus on the consumer/customer to suffer. With four employees inside who knew the ATM was OOS, why did not one of them place a sign on the ATM? Would it have been too much of an effort to do so? I can only guess it would have been even though I requested a notice be placed on the machine. Over an hour later there was still no notice on the ATM. With the popularity of that branch, I can only imagine how many customers have been inconvenienced and have lost money by the lack of management responsibility and Suntrust policy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33904
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the past several months I have attempted to log into the online banking portal to pay my mortgage. Every time I log in there is an issue with the system that says my account is restricted due to too many login attempts. Each time I'm forced to contact SunTrust to have them fix the issue. I am only able to do this Monday - Friday during normal business hours when I am working. The issue is apparently a known issue with SunTrust that they state they are " working on '' however it is yet to be fixed. In order for me to pay my mortgage I have to call them, have them reset the online banking platform then login. This has happened for the last three months without any fix. It feels as if SunTrust does not want me to pay my mortgage since they are making it extremely difficult to submit a payment. This has been occurring ever since they combined their traditional online banking portal with their SunTrust Mortgage online banking portal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68116
Submitted Via: Web
Date Sent: 2018-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX has been non-compliant with removing the unverified account SUNTRUST XXXX which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that SUNTRUST was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2018-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SYNOPSIS OF COMPLAINT : We believe that Suntrust Mortgage violated Regulation Z, section 226.36 by failing to credit the payment we made on XX/XX/XXXX via their website. Section 226.36 ( c ) requires loan servicers to credit a payment to a consumer 's loan account as of the date it is received. Our records indicate that Suntrust Bank received our payment on XX/XX/XXXX and is confirmed with the following confirmation message XXXX that we received via email on XX/XX/XXXX : " This is your confirmation notification that you have successfully submitted a Make a One-Time Payment request in the amount of {$1400.00} effective XX/XX/XXXX. Please ensure that you have funds available on that date in your account. You must contact Client Services to cancel or stop this draft. '' When we made a second payment through the portal on their website on the same day, Suntrust Bank subsequently canceled our payment unbeknownst to us and reported us to the credit bureau with a 30-day late receipt of payment. We received a final denial letter from Suntrust citing a statement on their website about the acceptance of multiple payments being the reason for the denial. Suntrust is in violation of UDAAP as it relates to this statement. Under UDAAP, written disclosures may be insufficient to correct a misleading statement or representation. The confirmation of both payments is misleading. It represents that both payments have been accepted. Additionally, this statement is not in close enough proximity to the actual payment being made if it does not appear on the payment page itself. We made this payment on Suntrust 's old portal : https : //suntrustmortgage.customercarenet.com. The new site https : //www.suntrust.comXX/XX/payment-options outlines the three types of payment options available and the restrictions for each type of payment. The old site did not do that. The new site even adds a suggestion of how to avoid having payments canceled on their archaic system. The old site did not. Regardless, Suntrust 's practice of canceling payments made by consumers after sending confirmation to them that their payments have been made, is a deceptive practice that causes injury to consumers by way of increased interest rates due to unfair credit reporting. OVERVIEW On XX/XX/XXXX, I navigated to the SunTrust Mortgage website and made a payment on their website for {$1400.00}. After I made the payment, I realized that there was still a late fee pending on the account, so I made a second payment in the amount of {$56.00}. I also received a confirmation for that payment. Having received confirmations for both payments, I believed - like any reasonable person - that my obligation for my XXXX loan payment had been satisfied. On XX/XX/XXXX I went online to get an amortization schedule from the Suntrust website, and I saw a note that the payment for XXXX was still showing due. I called in and was told that SunTrust had canceled my payment for the mortgage and only accepted the late payment. The representative told me that their system was set up to only receive one payment per day, so the last payment made on the account for the late payment was the only payment accepted. I asked the representative why, and she stated that this was the way the system was set up. I immediately made the payment for XXXX and XXXX. The representative told me that our missed payment had already been reported to the credit bureau, which was particularly worrisome because we have contracted to purchase a new home in the XX/XX/2019. This 30-day late would adversely affect our credit and our ability to purchase our new home. I asked if I could file a dispute. I was put through to a representative who told me that this was a known problem, and that he could easily complete the dispute to have the credit report amended for us and " have this taken care of. '' I believed - like any reasonable person would - that my dispute had been accepted. On XX/XX/XXXX, I received a letter that our request to have the 30-day late removed from our credit report had been denied. I called in and asked to speak with a supervisor. The supervisor stated that we had to put in another dispute request in writing, which we did promptly. On XX/XX/XXXX, we received a letter stating that our dispute had been denied. At this time, the letter referenced the reason for our denial as a note on the website that states that the company only accepts one payment per day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23464
Submitted Via: Web
Date Sent: 2018-11-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-17
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received notification from SunTrust bank that six accounts were opened. I called along With my representative from XXXX that the accounts were fraudulent, not opened byme. Supposedly it was all taken care of but today I received temporary checks on four of the accounts that I did not open and I called SunTrustbank and they said it was on a freeze but still being investigated. This has been going on over two weeks and there should not be any reason why this is not resolved and that I am notified. They were absolutely no help today in resolving and putting a stop to this identity theft. This is not the first time this has happened to me because of my documents being stolen and I need confirmation of it being taken care of. I have to be diligent on these occurrences and need the bank to cooperate. Regards, XXXX XXXX The case # SunTrust gave me is # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95608
Submitted Via: Web
Date Sent: 2018-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-16
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have been a customer with suntrust for 10 years. I'm trying to open up three disputes on my credit. Every time I call the rep does not know what they are doing. Normally would only take 5 mins or less and dispute form is emailed. The three disputes are XXXX for XXXX. XXXX for XXXX and XXXX for XXXX XXXX. One rep wanted me to hold while he reviews 12 months of notes my account. The manager on the phone didn't know how to open a dispute. One woman couldn't understand to save her life she didn't even understand when I asked for a manager what I was saying. The last person even hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2018-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-15
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I had a joint account with my ex-wife for our son in Suntrust bank. I was the only one who put money in it and it was used whenever he wanted to buy something, regardless whom he was with. The ex did something that caused the joint account to go in the negative ( XXXX and change ). She claimed it was fraud, however, if it was truly fraud she would eventually be reimbursed. She began paying on the amount ( XXXX ), bringing it to XXXX. She stated she was going to leave the bank, which concerned me that the bank was going to take the money from me instead, when I had nothing to do with whatever she was doing. I spoke with the Fraud department and they assured me that they would take the money from her account to make it whole and I had nothing to worry about. The very next day the bank held XXXX dollars from my savings account that was used to pay taxes coming up. I again spoke with Fraud and this time they said they were going to hold my money for a short period of time ( about 2 weeks ). My ex then paid XXXX dollars on it and was told that as long as she pays XXXX a month they would leave everything alone and not take it out of my account. After the 2 week period, they released my money. I began the process of moving to another bank as I was disgusted with their attitude about it and after a day or two, they took XXXX from my account to bring the account to XXXX. I voiced my displeasure as to how the bank essentially assisted my ex in making me pay for her irresponsibility and they told me if I wanted to get the money back I would have to take legal action or get it from he ex.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37075
Submitted Via: Web
Date Sent: 2018-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A