Date Received: 2018-11-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: SunTrust Bank closed my account for no reason and gave no reason in their letter I received regarding the closing of my account. In the letter it says that it is going to be 15 business days before the funds are returned to me. Its been well after 15 days and so I called them and now they said it is going to be the end of XX/XX/XXXX! This is nuts!!! There was XXXX dollars in my account when they closed it. This bank is a fraud!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74075
Submitted Via: Web
Date Sent: 2018-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened a Suntrust bank account online that had a promotional offer this past summer. I was never able to log into the account online or activate the debit card. I was told in order to do both and needed to go to the branch. I informed them I am XXXX and unable to go to the branch. I was then informed no exceptions could be made. At that point I told them to close the account then. Months letter I receive a letter in the mail stating the account I never used was now {$15.00} overdrawn.
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: 2018-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a natural disaster in my area and my insurance company provided payments to make repairs. The payments were made to myself and the mortgage company, SunTrust Bank, since there was a loan on the property. The mortgage company has only released a portion of those funds are preventing me for completing the repairs. I have called multiple times and sent in receipts substantiating repairs to no avail. They want to repairs to be complete and inspection prior to releasing funds. I have completed as many of the repairs as I can using my own funds but am quite frankly out of liquid cash and need them to release the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: This company Suntrust bank who I owe money on a loan ( but is being negotiated with a debt settlement company ) called my job and my manager answered. I believe that this is illegal and will put my employment in jeopardy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have been a loyal Suntrust Bank account holder for years. On XX/XX/XXXX I was checking my online account and noticed a XXXX over the counter withdrawal that was made on XX/XX/XXXX. I was in disbelief and very shocked. First of all, I had not been notified to even confirm that I had withdrawn this very large amount which is out of my normal transactions. Second of all I was out of state visiting a family member when the withdrawal took place and I was using my debit card.. So how could I be in 2 different places at once making different transactions. I clicked on it and it brought up the withdrawal slip and the first thing I noticed was my signature on it 2 times. On the first signature the last part of my name was crossed out with an X and my name resigned the " correct '' way with the loop on the R of my last name XXXX. I immediately called the main branch on XXXX XXXX because this is where most of my transactions take place. No answer and I was sent to the branch managers voicemail. I left a message about the money that had been withdrawn by someone else other than me out of my checking account. I never even heard back from him until 2 weeks later and it wasn't even him it was another bank employee stating that his manager asked him to return my phone call. Moving forward.. After calling the XXXX XXXX I called the XXXX Suntrust number. I talked to someone in the fraud department and told them what happened and the first thing she said was that I made the withdrawal. I said no, someone else did. She would not give me any information pertaining to where this happened or who did it other than to say it would be turned over to an investigator from Suntrust and that I would be contacted within 15 business days by an investigator. I talked to another Suntrust location to try and find out where this withdrawal had taken place and he said Florida. I then called my local police to report this theft and had a police report filed. It was turned over to an investigator. The same day, I went to a local branch and opened a new account to transfer the bulk of my money to but couldn't close out the compromised account because items were still pending. The employee that helped me was very nice but when I told her my story and my concern with the way the transaction was handled ( meaning the double signature and that the signature was verified ) she said that procedures were followed. I did not know the full story at that time though because procedures were most certainly not followed. Meanwhile I played the waiting game. On XX/XX/XXXX business days later, I called Suntrust again because no one had attempted to contact me. I was told that my request would have a rush put on it and someone would contact me within 24-48 hrs. On XX/XX/XXXX, the 15th business day, an investigator finally contacted me from Suntrust and asked me questions and I told her my concerns with how the withdrawal had taken place. She said that she would turn in all the paperwork to begin the process of getting my money back and that I would need to have a paper signed in front of a notary stating that I had no involvement with this withdrawal. I talked to the police investigator several times through emails and phone calls and on one of those times, XX/XX/XXXX, he sent the address where someone had went inside a Suntrust Bank and withdrawn money from my account. It was address XXXX XXXX XXXX XXXX XXXX TN XXXX I live in Georgia and have never lived in Tennessee. On XX/XX/XXXX the police investigator emailed me details of who walked in to a Suntrust Bank and stole money out of my account. To my knowledge Suntrust has a picture of me or my license with my picture on it to verify I am who I say I am. Not to mention countless photos over the years of me coming inside the branches or doing business at the outside of the bank through the drive-through. I am a XXXX female who has lived in Georgia only and banked with Suntrust for numerous years. The person who stole my money is a XXXX female who used a Tennessee drivers license with my information on it. A TN drivers license!!, How she was able to do this is absurd and should have never been allowed to happen! I say allow because after everything I have seen and heard about how this took place there were absolutely no procedures in place to prevent it. The police investigator asked if I had received my money. I said not yet because the Suntrust investigator said that I had to wait until the police could get to the video of the transaction to make sure everything was how I described and also waiting on my signed document stating no involvement. The investigator said that Suntrust already has all this information that theyre the ones that gave it to him. Well I was shocked again because not only does Suntrust have evidence that I didn't do it, that clearly this is a case of identity theft, to top it off Suntrust again had not contacted me about any of this! This is my money!! That I chose to put into a Suntrust Bank. That I kept in all of these years and have had numerous accounts in and fees taken out, and a mortgage with, and a line of credit! I gave Suntrust time ( 1 business week ) and thought surely someone from Suntrust would contact me, their " valued '' client. I was mistaken. Once again I had to be the one to contact them. On XX/XX/XXXX I emailed the investigator and told her that the police investigator had already informed me of certain information that proves I am the victim of identity fraud and I did not withdraw money from my account and asked why I was not notified. I also asked that the money be returned to my account without having to sign a paper stating no involvement. She responded the same day by not answering my question as to why I haven't been contacted and apologized that I was not comfortable with the process. She said that the paper is needed to be able to be used in court as evidence against the fraudster and that as soon as I turn in the paper they will credit my account. I can not fathom that a bank would in essence aid criminals and treat their long term clients or any client as the criminal instead. Today is XX/XX/XXXX and I still have not received my money back that was stolen from my account, through a teller, by a person that walked into an out of state bank XXXX per my address on file ) used an out of state license and double signed my signature and was not asked to provide a social security number. phone number or even a previous address for proof of verification. I was asked all of that when I went into a Suntrust branch to withdraw a huge, whopping XXXX bucks. Much less XXXX Although it was on the same day I reported the incidence to Suntrust and I was in there having to open up a new account and scrambling to make sure everything was done properly to ensure some safety measures. Which by the way were already in place due to an incidence of someone stealing, not my debit card, but just the numbers from my debit card twice before. That was handled pretty quickly and the money put back in my account. The many, many errors of Suntrust and their employee, led to my money being stolen from my account. This should never have happened. I hear it happens multiple times, every day. Not to me it doesn't. If it does why are there not better procedures in place to prevent it? Better training. Alerts, etc. Again though.. this was allowed to happen in my opinion. And to add insult to injury Im the one that has to prove Im not the criminal. Im the one that has to be worried that this person is going to do this again to me and next time all of my money will be gone and no way to live. You have all the evidence you need to know Im not the one that withdrew the money yet Im still waiting on it to be put back into my account. On top of all of that, to not even have the courtesy to call me back or to keep me informed throughout this whole process, all of it has been unacceptable. I have never been treated so poorly by a company that claims to treat everyone fairly and equitably
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: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Im currently the conservator/guardian for a protected person the guardian/conservator on the accounts with the accounts with protected person died. SunTrust Bank closed all banks in XXXX XXXX and I was informed that I needed to send all documentation to the Legal Dept. in XXXX XXXX which I did overnight. Legal received all documentation a week ago and Ive yet to hear from them. The documentation that they received was the court order to release all funds and account information to me as the conservator, death certificate of the previous guardian/conservator only with social security numbers of both the protected person and previous guardian/conservator on the two accounts. The protected person is now in Minnesota and is need of the funds in her accounts and these funds are being withheld. Ive now been inform by a supervisor of SunTrust that I will have to go to a branch office to present the documentation in order for the accounts to be release to me. This shouldnt be this difficult, if I was told this before leaving West XXXX I could have gone to a branch office in XXXX. But now Im in XXXX with the protected person and have no means to access her monies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 56301
Submitted Via: Web
Date Sent: 2018-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-10
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: In XX/XX/XXXX I signed a loan for a XXXX program in XX/XX/XXXX I was charged partially for a RN program. I signed and went to the school when it was XXXX XXXX XXXX. I was only able to retain the one loan sheet, for the fact I never agreed for a RN program. The loan was sold for XXXX. The amount has remained at XXXX since XX/XX/XXXX. There also appear to be duplicate charges for the XXXX program.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45414
Submitted Via: Web
Date Sent: 2018-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: The bank has charged to many overdraft fees. I've tried to get it refunded but haven't been able to get them to.
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: 2018-11-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my name is XXXX XXXX property address is XXXX XXXX XXXX XXXX XXXX NY XXXX. I took a conventional loan back in XX/XX/2008 from suntrust mortgage bank .My loan number is XXXX. I was having financial hardship I approached the bank they offered me a loan modification ( document attached ) I was making my monthly modification payment for over a year. The loan was sold to another bank, suntrust mortgage bank told me my modification was forwarded to the new bank, for over 7 years the servicing of my loan had pass through multiple servicing companies and investors all of them refusing to honor the loan modification that i was approved for, everybody seem to blame suntrust for incompetent .it has been a nightmare for me and my family spending all of our saving on legal bill trying to stop XXXX XXXX- current servicing bank from foreclosed on our property Also there was a period nobody was servicing our loan means nobody to talk to. XXXX loan number XXXX attached my modification document plus some payment history please help us
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11552
Submitted Via: Web
Date Sent: 2018-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is with XXXX XXXX XXXX. They bought our loan 3+ years ago, and are servicing the mortgage. In XX/XX/XXXX, an Escrow adjustment was made, and an additional amount ( $ XXXX ) to escrow was needed. I made the XX/XX/XXXX payment ( {$2600.00} ) manually and electronically. The XX/XX/XXXX payment however, was short the additional amount of escrow ( my bank sent {$2500.00} ... the previous amount ). The funds were left " unapplied '' and kept by the mortgage company for a month ( until the next payment request ). The mortgage company did NOT send us notice of the delinquency until the next month ( XX/XX/XXXX ) payment notice. I talked to the mortgage company and made an additional payment to the escrow account XX/XX/18 ( electronically ). I asked that they do not report the late [ payment, as they did not follow the protocols for applying payments. As I understand the protocol, a payment should be applied to the Principal and Interest first ( a fixed amount ), and then the Escrow fund ( a fluid amount ), unless notice is given that the payment will not be applied. My real estate attorney concurs. The mortgage company said that any payment that is not for the entire amount will be deemed unapplied, notice or not. The mortgage company ignored my request and declared the mortgage payment late to the credit bureaus. This is unjust and unfair as it does not follow the terms and practices of the mortgage we bought, or the protocols of the Consumer Protection Act, as we understand them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87109
Submitted Via: Web
Date Sent: 2018-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A