Date Received: 2018-10-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I received a check from my insurance company made payable to me and the mortgage company, SunTrust. SunTrust kept the check and has been making it extremely difficult to get the repairs done on my house. At the beginning they would not approve any of the contractors I hired. They finally released some of the funds when i submitted paid receipts. On XX/XX/2018, I submitted paid receipts for my deck in the amount of {$5800.00} and the door for {$440.00}. I sent in a letter requesting that I be repaid this amount. I have called in shortly thereafter requesting an update on the disbursement of funds and was told that I would have to get an exemption to be paid. I was told by Suntrust that I had to have an inspection before they would release the funds. I told them it was not ready for an inspection yet, that I was not asking for the release of all of the funds, but the funds for which I remitted paid receipts for. I have called nearly daily and keep getting the run around from them. As of today I was told that another exemption would have to be filed before the funds could be released which would take at least another 5 business days to approve and then IF approved then another 3-5 days to remit the check. I have not had the work done yet because I don't have {$5000.00} to cover the check I wrote the contractor for the repairs. He is holding the check until I receive the funds to cover it. They have constantly and consistently delayed the work being done on my house and I just want my house fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: My father initially co-signed on my loan about 5 years ago. I just paid off my loan in XX/XX/2018 and was told via telephone by Suntrust that my titling documentation would be sent to my XXXX XXXX home address ( this is the address they have on file and where they have sent all letters, bill notices etc ). Before completely paying off my loan, I had previously had trouble getting access to my title in order to transfer the title from XXXX to XXXX. XXXX required proof of title and would not accept my expired XXXX registration card. So my car has expired XXXX plates on it and has been parked and unused with XXXX insurance coverage on it since XX/XX/2018, almost a year. I paid the car off in XX/XX/XXXX and only a week ago I received documentation about my title after my father forwarded it to me from Virginia. Apparently XXXX XXXX, who is handling the title paperwork at Suntrust, sent all the titling documentation to my father in XXXX. She addressed the paperwork to me and my father both but sent all paperwork to his XXXX home and in the paperwork she incorrectly listed my address as XXXX. I was assured multiple times by other Suntrust reps that I would be receiving all title paperwork in XXXX to facilitate the transferring of the title in XXXX, where the car is parked and where it is insured. On XX/XX/18, I sent XXXX XXXX all signed documentation that she requested from my father and from myself ( XXXX XXXX forms signed by my father, a copy my fathers of drivers license, XXXX XXXX forms signed my me, a copy of my drivers license, and proof of car insurance ). I included a lengthy letter explaining what I have explained in this complaint, and I included proof of XXXX insurance and proof of my current address ( just to be thorough, even though the address is on file at Suntrust ). I also requested that XXXX reach out to me or my father via telephone is she needed anything else from us. Today my dad received a new package from XXXX that included the same letter he originally received from her that requests him to sign XXXX XXXX forms, and provide a copy of his drivers license and proof of insurance. I am befuddled by this action because in my correspondence to XXXX XXXX specifically provided all of the documentation she is rerequesting. She provided no new information or context for her new request, and she should now be aware that my dad is unable to provide proof of insurance in XXXX because the car is insured in XXXX under my name. The new letter from XXXX was addressed only to my father and didnt include my name. This morning I sent XXXX an email and a fax requesting more context as to why she sent my father additional paperwork and how she plans to proceed with getting the title processed. Based on all of the developments thus far, Im worried that the paperwork will not be handled properly considering the confusion and lack of communication thus far from XXXX and Suntrust. I sent copies of my email to three seniors executives at Suntrust. I have not gotten any reply or phone call from XXXX, but one of the executives at Suntrust, XXXX XXXX just replied to me via email to let me know that the Executive Services team is currently researching my concerns and will respond as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80219
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/2018 I paid my household bills. After I paid the bill I had a balance of {$340.00} in my account. The next morning I had a alert on my phone saying that my acct was in the negative. I looked at the transactions and realized that my payroll check had been deposited but there was also {$140.00} in fees from Suntrust. I called the bank and they said that it was a 2 hour delay in the time that my check was posted and the bills where paid. So that cost me XXXX dollars and nothing could be done about it. They said that they can see that it was only 2 hours but they have to charge the fees. My acct is in the negative {$24.00} dollars. But its in the negative because of the {$140.00} fees This is robbery. Its just not right and I want just let it go I work way to hard for my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I recently opened a Suntrust checking account with the " XXXX XXXX XXXX Debit Card '' that offers a sign up bonus " Earn XXXX bonus miles after your first PIN Point of Sale or signature-based purchase ''. I completed the requirement on XX/XX/XXXX with {$1.00} purchase at " POINT OF SALE DEBIT XXXX XXXX WA ''. I've reached out the Suntrust through messages multiple times and still have not received the XXXX sign up bonus miles.
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: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: XX/XX/XXXX - Current student loan principal balance : {$35000.00}, with interest : {$45000.00} XX/XX/XXXX - Original student loan principal balance : {$12000.00}. XX/XX/XXXX - Department of education sells my loan to Suntrust. XX/XX/XXXX - Suntrust DOUBLES my principal balance, claiming it to be a finance charge. Started as a {$13000.00} loan, I have made AT LEAST {$13000.00} in payments ( NOT OF WHICH ALL HAVE BEEN ACCOUNTED FOR ) and I now will end up paying an additional {$100000.00} to repay this loan in full. This does not seem legal at all! How can Suntrust legally double the principal of my loan under the guise of 'finance charge '?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-09
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I get a Social Security XXXX check each month on the XXXX Wednesday of each month. I receive {$1200.00} and live alone with trying to pay my other bills. SunTrust continues to charge me an extended overdraft fee which increases my negative balance. This is just additional income for the banks and is very unfair to people who can use the additional {$36.00}. I had a hardship which started the chain of the negative balance and on XX/XX/2018, I will be able to get back in order. Banks are making a tremendous amount of money each year by charging fees that making it harder for people who live below poverty level. I have been living off of beans and rice for the past 5 months because that is all I can afford. Having XXXX, rice is not a food that is good for it. I am not able to eat any healthy meals and take care of myself. In addition to having XXXX, I am XXXX and have been for XXXX years, XXXX, XXXX, XXXX XXXX XXXX, and XXXX and was very healthy until all of this happened. I have attached some statements and can provide more if needed. I would greatly appreciate if someone would look at what the banks are doing and change this that is going on. All of the extended overdraft fees that I have paid could have helped me with buying food to prepare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2018-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I contacted Suntrust Bank for the payoff amount for my mortgage. I was told it would cost {$15.00} to fax the information. It could be given verbally or mailed for free. I was then told I had to send guaranteed funds to pay off the loan, not via online payment or a personal check. I have made the monthly payment online and they were happy to take it. It seems unfair to pay for a wire or casher 's check to be required to pay off the loan. They also do not credit the escrow funds to the payoff amount, you have to wait for them to mail it later. It seems they are making it difficult to pay off the loan early.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 996XX
Submitted Via: Web
Date Sent: 2018-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have had an account with suntrust bank at XXXX XXXX XXXX florida for 15 years, I am XXXX and I bought a house in XXXX, i have never been in debt, and for the last 10 years, due to the financial problems of XXXX my house has been rented out, i have never had any interest on my savings, so whenever the rental proceeds amounted to a few thousand dollars, I would wire transfer this amount through an American dollar account with : foreign currency direct : they would then pay it into my euro bank acc here in XXXX where I have retired.To do this I had a WTS number and passcode so that when I rang them the money would be transferred to my XXXX acc, this passcode was automatically renewed every 2 years in XXXX, it wasn't sent last XXXX, and for the last 12 months I have repeatedly emailed, phoned, [ at great expense being put on hold for 55 mins of a 75 min call costing over {$100.00} ] wrote to them, they are not taking my calls and not answering my emails, I don't know why, its a very simple request, my supposed contact person at XXXX XXXX is XXXX XXXX, ive waited another 8 days after I was told to email her by XXXX XXXX at XXXX XXXX XXXX XXXX I have also tried ringing her several times but I just get voicemail, I don't know what else to do, I hope you can help me, XXXX thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Property damage loss occurred on XX/XX/18. I paid {$6300.00} on XX/XX/18 for a plumbing repair caused by a covered peril ( lightning ). I received the settlement letter from XXXX dated XX/XX/18 and received my check on XX/XX/18 payable to me and Suntrust Mortgage. Per Suntrust procedures I had to endorse the check and send to them along with the 16 page adjuster worksheet, I received my endorsed check back from Suntrust on XX/XX/18. I called my insurance company ( XX/XX/XXXX ) and asked why the plumbing was not included in the initial settlement when the loss was caused by a covered peril - the claims adjuster made the correction and issued a supplement to the settlement and I received the reimbursement check sometime during the week of XX/XX/18. It was made payable to me and SunTrust Mortgage. The manager at my local Suntrust branch told me to follow the same procedures as the first check - I endorsed and sent via XXXX to Suntrust on XX/XX/XXXX along with my proposal dated XX/XX/XXXX and invoice dated XX/XX/18 from XXXX XXXX. I was expecting to receive my endorsed reimbursement check back from Suntrust by XX/XX/18. I called them on XX/XX/XXXX to get a status and was told they were holding my check because apparently it was not clear the invoice was paid in full so I submitted my paid receipt and a copy of my credit card statement showing the charge made on XX/XX/18. On XX/XX/18 Suntrust has cashed my reimbursement check and is holding my money and a check will be made payable to me and my contractor. I received a letter requesting a revised adjuster worksheet, contractor proposal, contractor waiver of lein and contractor W9. There is no revised adjuster worksheet, I have already submitted the contractor proposal plus my invoice and paid receipt. I called XXXX XXXX XXXX to get the lein statement and w9 - the job is done, and paid in full by me on XX/XX/18, and they have no need to get involved at this point. On XX/XX/18 my claims adjuster submitted a letter to Suntrust on company letterhead stating the check issued on XX/XX/18 in the amount of {$4300.00} was intended to be a reimbursement to me for a repair paid in full by me. XX/XX/18 Suntrust acknowledged receipt and continues to refuse to release my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was opening my mail on XXXX XXXX. I had not had time till then. I was working from XXXX to XXXX trying to make up time I had to take off because of an accident In XX/XX/2918. I came across a letter nothing on it printed as important info. Not a signed reciept letter. It said they would be foreclosing on my house XX/XX/2018. Due to my injury and school where I clean. Had cut my hours to 1 or 2 hours for the summer. I fell behind a month but I had been paying a month behind with the late fee. I was not notified I had a problem till XX/XX/2018. When I got a check for {$40.00} and this letter. This should have been sent signed reciept if it was that important. They had been accepting my payments for 3 maybe 4 months then bamm they come out of the blue with 20 days to come up with another {$700.00}. This is unfair. 2 years ago they charged me extra a month for 9 months because they forgot to add in my insurance to my bill. I played my bill as they said I owed promptly on the first but then I had to come up with {$200.00}. More in full. I had to pay it on the XXXX when I got payed again. That is not fair either. I spoke to an attorney he said I could either pay him or the mortgage company .big business I could not win. Thus us unfair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23323
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A