Date Received: 2018-09-11
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have 1 item pending on my account that would have overdrafts my account. I fully expected this. But SunTrust charged 4 overdraft fees for items that processed overnight. None of the 4 items actually caused an overdraft. The only thing that would have caused it is the pending item. How can you charge for items that are not overdrafts costing XXXX each or XXXX total? As I'm sure most understand a pending transaction isn't a final transaction. The price could and will change, or completely go away. Or even a deposit could be made before the item even finalizes. I have screenshots proving the 4 transactions did not cause overdrafts like the fees that were charged. Fraudulent and misleading use of the overdraft system..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38506
Submitted Via: Web
Date Sent: 2018-09-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have sent two request to SunTrust my loan origination bank. The first request to the CEO which was more of an informative request. The second request for information followed the RESPA mandate for QWR OR RFI, SunTrust chose to respond to the CEO letter and did not follow the guidelines of acknowleding my QWR/RFI within the stated timeframes. Further more SunTrust is denying my right to what they reflect as the loan origination documents prepared by former SunTrust broker for my loan. SUNTRUST states my request should go to my servicer. My Servicer sends copies of documents that never address what I need. The unanswered question is why neither SunTrust or XXXX wants to provide what they now have as the originational loan documents prepared by the broker and what was used to qualify me for the mortgage. SunTrust prepared a response to me based on my letters and conversations with them. The copies of the documents I they have will help in bring this complaint to a close. This is a repeated request for information regarding the original loan documents, file. Not limited to the application, credit report, approval notice, amount approved for type of loan, request for personal references, job letter, pay stubs verifying income. All supporting documents used to qualify me for the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After Suntrust bank purchased our home loan, we found out that only the primary loan holder can have an online account with access to a mortgage that my partner and I share. She is listed as a co-borrower but we have equal ownership of the home. This is an issue because both of us need to independently be able to access the account. We are equal borrowers on the loan and it is ridiculous that only one of us can create an account to access loan information online. Especially since we each were able to have login information prior to Suntrust purchasing our loan. I have called the Suntrust customer service number 6-7 times now from XX/XX/2018-XX/XX/2018 to file a complaint about their online banking system. On XX/XX/XXXX I was told that my case complaint had a Case ID of XXXX by a girl who listed her phone extention as XXXX. On XX/XX/XXXX I called back and no one could find record of that Case ID, which leads me to believe that a case complaint was never filed. When I asked a different representative to file a complaint they said they couldn't do so because it was Suntrust 's policy to only allow the primary loan holder access to the online account, even though, again, my girlfriend and I are equal owners of the loan. I emailed their customer service team online about the issue on XX/XX/XXXX and still have not gotten a reply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80222
Submitted Via: Web
Date Sent: 2018-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XX/XX/2018, is the date stated on my credit report as an inquiry for an autoloan. I did not submit an application to XXXX. When the customer service department was contacted on XX/XX/18 to dispute the inquiry, I was given an excuse as to why it could not be deleted. I tried another time on XX/XX/XXXX with XXXX, who advised me to contact the company and the same resolution was given. My car was financed with XXXX XXXX and not XXXX XXXX. I do not have an open account with the company at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2018-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX client XXXX XXXX is a victim of identity theft. His information was used without his consent to submit applications for auto financing. While no accounts were established the applications generated inquiries that were found on his XXXX, XXXX and XXXX credit reports. The inquires were from XXXX of XXXX XXXX XXXX, XXXX XXXX XXXX XXXX and Suntrust. Each of these offices were provided an official dispute of the items, XX/XX/2018 and as of this date none of these organizations have provided an update or a reply to the official dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2018-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Dear Madam or Sir, After the passing of my mother, XXXX XXXX XXXX, My sister, XXXX XXXX, presented to Suntrust Bank, XXXX branch a death certificate early inXX/XX/XXXX. At that time, my sister received her half of my mother 's account balances. As per the instruction of Ms. XXXX XXXX ( XXXX ) of the XXXX Branch, I submitted a letter to SunTrust Bank, Account Closure Team on XX/XX/2018 to close my mother 's account. As per her instructions, I did not need a notarized letter because my mother 's combined accounts were less than {$25000.00}. I then received a letter from the account closure team indicating that I did need to send a notarized letter. I mailed the notarized letter back to them on XX/XX/XXXX ( overnight ) and it was received XX/XX/XXXX at XXXX in the morning per the post office. As of today,XX/XX/XXXX I still have not received any check from my mother 's accounts ( XXXX and XXXX ). I have called, emailed, etc. XXXX XXXX several times ( and spoke to her manager ). I was told that they could only email the account closure team and that there was no phone number for myself or them to call to follow up. I spoke last with XXXX XXXX last week Friday,XX/XX/XXXXand was told that it appeared the accounts were closed on Thursday the XXXX. Again as of today, I still have not received a check and what is frustrating is that the XXXX phone number is merely a call center that is unable to help and the branch where my mother banked claims that they have no phone number to provide me to follow up. I am very frustrated because I can't plan a memorial for my mother until I receive this money. I am also upset with the lack of customer service available to me to resolve this issue. Please help me. The Account Closure Team is located in XXXX, TN.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2018-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: THIS IS A COPY OF A LETTER MAILED TO THE CFPB ON XX/XX/2018. FILING COMPLAIT FOR SUN TRUST BANK. REFUSAL OF REQUESTING TO ASSUME LINE OF CREDIT FOR MY MOTHER 'S LINE OF CREDIT ACCOUNT. SUN TRUST HOLDS THE DEED TO MY MOTHERS PROPERTY. ON XX/XX/2018 I WAS APPROVE TO BE THE PERSONAL REPRESENTATIVE OF MY MOTHER 'S ESTATE. AFTER RECEIVING A DEFAULT LETTER I TALK TO THE PERSON WHO TOLD ME HE WAS IN CHARGE OF HER ACCOUNT. AT THAT TIME I TOLD HIM I WAS THE PR FOR MY MOTHER 'S ESTATE. I TOLD HIM THAT I HAD AN APPOINTMENT WITH XXXX XXXX XXXX AND THEY ARE .GOING TO HELP ME TO BRING THE ACCOUNT CURRENT. THE FOLLOWING WE TALKED AND I TOLD HIM THE DETAILS OF THE PROGRAM, AND TOLD HIM I NEED A COPY OF MY MOM PROMISSARY NOTE, HE SAID HE WOULD MAIL IT. WHILE THE PROCESS TO BRING THE ACCOUNT CURRENT HE OFFERED ME A DISCOUNT ON THE BALANCE OF THE XXXX OF XXXX. AT THAT TIME I ASKED IF I COULD ASSUME THE LOAN HE TOLD ME NO I ASK WHY HE SAID I WAS NOT IN HER WILL AND NOT ON THE LOAN. SUN TRUST WAS MAILING THE BILL/STATEMENT TO XXXX XXXX AT XXXX XXXX XXXX, XXXX, MD. XXXX FURTHER INFO.I WILL PROVIDE LATER.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/18 my renter ( who generally pays by money transfer ) transferred XXXX into my checking account at SunTrust Bank. However, instead of the money being deposited into my account, it was withdrawn from my account and deposited into the renter 's account, leaving me with a negative balance. I called the bank to fix this issue and they said I will have to pay a {$36.00} bounced check fee. This is the bank 's mistake and not mine. How my renter ( who has no legal access to remove money from my account ) was able to withdraw money from my account is a huge concern.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Recently the company ( Suntrust Mortgage ) changed the format of the web site that I use to manage my mortgage payments to them. The explanation that was provided to me for the change was that Suntrust Mortgage was converting to being a bank. From my standpoint the modification of the website to facilitate this change led me to make several calls to customer service for help in accessing the site to make my payment on line.While talking to the customer service reps one of them revealed that she was in the XXXX serving as a customer service rep for Suntrust Bank.This is very troubling to me in that every time you speak with one of these people they request ID verification Name, address, Soc Sec #, and responses to security questions regarding my past employment history and past addresses.I have been the victim of several thefts of my identity from data bases of companies and govt agencies that claimed they were hacked into by foreign operatives.So how secure is my personal data with Suntrust Bank 's customer service reps in the XXXX.Why does our govt allow american business 's to do this.This is my complaint : Suntrust Bank is putting me at great financial risk by putting my ID information in the hands of non-citizens that aren't even located in this country
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My son had a checking account with SunTrust Bank in Georgia. I am the parent and my name is also on the account. Son and/or Mom owners of the checking account. My son had his debt card and driver 's permit stolen from his wallet. Bank sent overdraft notices to home. I took notice to bank on XX/XX/2018 asked why were transactions deposited in and withdrawn out of our account. We filed a police report of the lost items from son 's wallet on XX/XX/XXXX. Son had not noticed that items were missing until I asked him to see his driver 's permit. On XX/XX/XXXX I filed a report with the Fraud Department at SunTrust. Thieves deposited three checks totaling XXXX and withdrew {$9300.00} on different times and mode occurring on 8 days between XX/XX/2018 and XX/XX/2018. SunTrust Fraud Dept. had police confirmation that the man that withdrew {$5000.00} in an over-the-counter transaction was not my son. On XX/XX/XXXX, the thieves were making over-the-counter withdrawal, ATM withdrawal and grocery shop. My son 's XXXX teacher confirmed my son was in class. SunTrust Bank took {$6.00}, XXXX from my husband and my savings account to pay for what the thieves stole from the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A