Date Received: 2018-11-05
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: in XXXX there was fraudulent charges on my Suntrust credit card. I called them they ask if the charges were mine i told them no they told me they were canceling the card and sending me a new one. I waited 2 weeks and never received the new card. called them again and was told it was sent out, wait until the end of the week they told me. never got it so i called again, this time i was told that there was no card sent out that the card was frozen and i would have to come in to the branch office to un freeze it. asked were that was, was told that they are in Virginia and Georgia. Im in XXXX and that was not going to happen. so they told me that they would send it to be investigated and they would call me to see what could be done to close the account. this was the last week in XXXX. I left for the winter to XXXX XX/XX/XXXX they did try to call me on XX/XX/XXXX i was craving and missed the call have repeatedly tried to call and left messages no response so i sent a message on there site. they answered back and someone would be calling me from investigations. still no call. i messaged Suntrust again they messaged me back and said that they did call me. Not true i have had my phone at all times and have not gotten a call. messaged again they asked for my phone number and a good time to contact me. again and was assured they will be calling. Still no contact. I just want it closed do not understand why they can not do this. I have never had the trouble that i have had with this bank i would advice no one use SunTrust if you don't live in there area.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85119
Submitted Via: Web
Date Sent: 2018-11-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: i opened a joint account for my daughter. after letting suntrust close the account they linked her debit card from her closed account with authorization or notification to my account that i did not know she was an authorized user on. i was mislead my the customer service rep when we open the account because i was never informed i was signing a signature card for my daughter to be added to my account. i have had my account over 9 years and no one has ever been on my account. after my daughter phone was stolen someone used her XXXX XXXX which was connected to the closed account debit card which she did not know where the card was because we thought the account was closed one day they fraudulently took {$1.00} out of my account one day {$2.00} another day {$3.00} another day then {$500.00} the same day. as soon as i saw the charge i immediately went to the bank where they removed her from my account but can not explain who gave permission to link the card from the closed account to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30012
Submitted Via: Web
Date Sent: 2018-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Spoke with customer service rep XXXX XXXX as well as Fraud Supervisor XXXX XXXX on XX/XX/XXXX in reference to the release of my XXXX deposit made in XX/XX/XXXX. Went into XXXX branch location early XX/XX/XXXX spoke with branch manager who contacted fraud unit for release of funds who stated funds would be released as of XX/XX/XXXX that investigation of funds reclaim would be finalized and that if no party put claim on funds by that time they would be released. As of XX/XX/XXXX I have yet to receive my XXXX i was told today by XXXX XXXX that my i can call back XX/XX/XXXX to check status of investigation. My issue is they ( SunTrust ) has held my funds for over a year and still refuse to release my funds pending some bull investigation which they've had a year to complete. My account was in my name the checks deposited although multiply checks for same amount was from same company was also in my name, SunTrust even conversed with issuing company who also verified checks were issued to me and that they would not be reclaiming funds. So as of now and then SunTrust has illegally held onto my funds and refuse to release under the only valid reason is theyre waiting to see if my funds are reclaimed by Another party. Please help my hands are tied I have no other options available to get assistance in receiving help to get my funds released.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2018-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone opened a suntrust account in my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I closed the account and recently found out they are sending statements to an OLD Address that was never on file. I closed the account ending in # XXXX which was also referenced in a past complaint with the CFPB. I just want the account closed as implied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: I contacted my. Bank Suntrust. Friday XX/XX/2018. At work ; after seeing a repeated pattern of excessive fees reposted to my savings account. I was told that the transaction was reversed. I was told. " I had 6 times a month to transfer funds between accounts. The {$12.00} was never returned to my account. Instead another {$12.00} was taken out. In less than a month XXXX+XXXX+XXXX was taken out of my account. In less than a month. A total of {$30.00} was taken out of my savings account by Suntrust Bank. I now want to officially close my account with suntrust. And file an official complaint ; against Suntrust Bank. I feel so violated by this Bank ; as a client. My name is XXXX XXXX XXXX ( XXXX ) 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: 33407
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I am a customer of Sun Trust Bank XXXX XXXX XXXX branch. On XX/XX/2018, I submitted a check ( I am the beneficiary of the check ) amounts {$1500.00} and asked about whether the check has a risk to return. Also, I asked if it returns there is going to be or not any fee on me. The employee informed me that if the check is deposited in the following hours it means there is not any risk of return. Then, I asked when the amount can be deposited to my account and she told me that I should check my internet banking for the following hours. When I saw that the check is deposited in my account and my balance increased in the amount the check I spent {$1300.00} due to trusting this deposit. Then, on XX/XX/2018, the bank returned the check and I lost my {$1300.00}. I applied to the bank for compensating that amount but they explained me that the deposited amount is a courtesy fund of the bank and it is debited if the check returns. However, as a consumer, this information was not provided me. In contrast, by depositing the amount in my account and by being informed that if the check is deposited there is no risk of return, I am misinformed. I request you to make bank indemnify my loss.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been trying to get a reasonable modification From SunTrust mortgage over past several years. We did pay three monthly installment payments at one time when they approved us for a trial modification period. All payments we're made and had proof of payment for them, but the modification of the loan was " accidentally cancelled '' by another department at SunTrust and they said they couldn't reinstate the loan. We were no longer elligable for that type of modification for our loan. We were denied several times, then finally approved. This XXXX we were approved for modification of the loan, but because I had questions about how the bank determined the monthly payment of over 3600 dollars a month, no one had an answer. The loan specialist at SunTrust just kept telling me that " they said that you can pay the 33 %! ". No one could telle 33 % of what, our gross income, net income, life of the loan/debt ratio? And would not allow me to speak with anyone else to explain this. So I was instructed to allow this offer to expire ( XX/XX/XXXX) and then enter a new borrowers assistance packet to SunTrust. So I did. The packet was sent on XX/XX/XXXX and again on XX/XX/XXXX. I called on the XXXX to see if the documents were received and was told that they were reviewing the documents and would contact us within 5days if any documents were missing. On XX/XX/XXXX I received a letter in the mail from XXXX XXXX, Virginia sales stating there was a sale date of XX/XX/XXXX for our home. I contacted the bank ( SunTrust mortgage ) and they said there was nothing they could do and they threw the packet out because it was not complete and it was less than 15 days til the sale of the house. We did not receive any notification from the bank or XXXX XXXX regarding the sale date of XX/XX/XXXX before now. The letter from XXXX XXXX stated that notification was sent XX/XX/XXXX via first class mail and Certified mail. We never received a certified letter from them. They were Double Tracking our loan. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Since early XXXX, my wife and I tried numerously times to use our jointly owned checking account debit cards to make about {$4000.00} purchase at XXXX. When it was first declined due to a block, I called and was told, after verification, the block has been removed. So I went back to use the card and was surprised it was blocked again. Next time, I called ahead of time before heading to XXXX and I was told the purchase has been noted and it will go through. It was declined again. So I have to call and get it unblocked. This cycle went on for many many times and so far, I still can not use the card. Each and everytime I try to use it at XXXX or XXXX, I got declined due to temp block. I communicated numerously times with customer service. Each call take about 15 minutes. Was assured it would work but only to find out it is declined again when I try to use it. I think the bank is purposely holding my money without letting me have access to my money and that doesn't sound right. I demand an investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20111
Submitted Via: Web
Date Sent: 2018-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-30
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: We were victims of identity theft where someone opened a fraudulent credit card consumers account with XXXX XXXX and charged other peoples credit cards under our business then had those funds routed through a bank account at Sun Trust Bank with our name on it. We have already been released from liability from XXXX XXXX who issued the consumer credit card reader but Sun Trust Bank is still sending us collection letters. We have spoken to them many times over the past 3 months and each time the Fraud Department says they will get back to us and then they don't and still we are getting threatening letters saying they will turn us over to collections if the balance isn't paid. We sent them a certified letter on XX/XX/XXXX that we printed from the IdentityTheft.org website along with all supporting documents of the crime, including the local police department 's incident report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2018-10-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A