Date Received: 2019-12-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: One night around XXXX XXXX as I was working with my computer, suddenly the screen turned dark, and there was an 800-toll-free # appeared on the screen saying my computer has been infected by viruses that I should contact them. I asked myself why and how did they know that? In the middle of the night all stores were closed. So I called the 1-800-toll-free #. The individual who answered the phone told me that the only way he could help me was to sign a 2-year contract with them. I replied why 2 years. The person kept insisting so I ended up signing a contract with this company named " XXXX XXXX XXXX '' whose number was or is XXXX. Everything was going well until on XX/XX/2019 in the evening I received a phone call from XXXX XXXX assisted by XXXX XXXX and two other individuals whose last names I did not have a chance to get. But their first names are XXXX, and XXXX. XXXX XXXX told me as well as his assistant hackers that the company has changed name. It is now called " XXXX XXXX XXXX ''. They were currently working for XXXX XXXX and they needed to work on XXXX XXXX on my computer. Plus they told me since the old company was no longer in existence they owed me some money since the contract has not expired yet. I told them to send me a check. They told me it was easier to do it online. So they made me filled out a form online where I inserted my bank name Suntrust while they said they were working on XXXX XXXX on my computer. As they pretended working, they deposited within 4-5 consecutive days enormous faked amounts of money. In the next day they called me and asked me how much money I had in the bank before they had started working on my computer. I bluntly told them {$1600.00} both checking and savings combined. And that was what I had. With my {$1600.00} plus the large sum of money they put there I told them I don't understand what they were doing. I was scared of keeping people 's money in from which I had no authorization. The hackers told me to go to XXXX store buy {$1500.00} gift cards and {$1400.00} at XXXX Store. I told them that I didn't want any trouble I went and bought those gift cards and sent the numbers online to them. I was hoping they would at least leave me with my {$1600.00} the next thing I know they wiped out both accounts with their faked checks and run away. They even used a faked United States Treasury check to carry their criminal activities. Plus they overdrew {$1400.00} which the Suntrust bank asked me to pay back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2019-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-30
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I deposited {$6500.00} XX/XX/XXXX at sun trust bank, XXXX XXXX, XXXX, Florida XXXX, XXXX, they said my money would be available in 7 days, on XX/XX/XXXX, I tried to log into my acct and I couldnt, I called them and they said the acct was being closed, and they would mail the money to me in 10 to 14 days, the checks had cleared both business acct that checks were written on, but they wouldnt refund my money directly, Im a XXXX year old man trying to relocate to XXXX from XXXX, I find this very disturbing as well as financially uncomfortable, the bankers name is XXXX XXXX, also XXXX XXXX at another branch location, upon talking to bank regulators in XXXX and XXXX XXXX I found out, similar complaints were not uncommon, as these where the states I had to call to try to get some action on my predicament, I find this action unbelievable to be allowed in our banking systems, any and all assistance would be greatly appreciated, respectfully, 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: 342XX
Submitted Via: Web
Date Sent: 2019-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX Suntrust Mortgage Loan # : XXXX To Whom It May Concern, My name is XXXX XXXX residing at XXXX XXXX XXXX, XXXX, North Carolina, XXXX. I unfortunately have a mortgage via Suntrust with a loan number of XXXX. Please note that Suntrust was NOT the mortgage company who I got my original mortgage thru when I purchased my house at the address above in XXXX of XXXX. My original lender was XXXX XXXX XXXX. I would have NEVER chosen Suntrust Mortgage as my mortgage company and even complained formally when my mortgage was sold to Suntrust as I was afraid of this bank/lender based on its well know terrible reputation of misleading customers, penalties paid to the Department of Justice for misleading customers as seen at this link https : //www.justice.gov/opa/pr/suntrust-mortgage-agrees-320-million-settlement and many more complaints that Ive come across online from innocent victims. I need assistance as Suntrust Mortgage is shaking me down and extorting me with regards to a mortgage modification I entered into with them on XX/XX/XXXX. I fell only 2 months behind in payments for mortgage due on XX/XX/XXXX and XX/XX/XXXX and immediately contacted Suntrust Mortgage. Note that Im on FULL SOCIAL SECURITY XXXX thus on a fixed income and trying to make every effort to make ends meet. Suntrust immediately assured me that there were several modification options for me as my loan was an FHA and I would fall into the FHA-Home Affordable Modification Program ( HAMP ). I got a formal letter from Suntrust on XX/XX/XXXX that I was approved for the program and that if I made 3 consecutive trial payments of {$1000.00} beginning XX/XX/XXXX I would qualify for a mortgage modification allowed by FHA on a permanent bases due to my XXXX. I repeatedly asked Suntrust representatives by phone what would happen after the three consecutive payments were made on time and repeatedly was told that most often the mortgage would remain at that rate I was paying via the trial period and that the 2 to 3 months that I fell behind on my mortgage was going to be put on the back end of the mortgage agreement. Nothing more that that. NOTE that In late XX/XX/XXXX I filed for Chapter XXXX Bankruptcy and was fully discharged in XX/XX/XXXX and that I informed the court and the trustee that I was in full modification mode with Suntrust and nothing to worry about with regards to foreclosure ( as Suntrust had assured me we were not in that process whatsoever ) or any other payment issues to deal with when it came to my lender as the trial modification was moving along smoothly. I was excited to be fully compliant and successfully completed the Suntrust/FHA Trial Modification Program on XX/XX/XXXX with my last of the three trial payments received by the lender. On XX/XX/XXXX I received a congratulatory letter from Santrust informing that I fully complied with the loan modification trial agreement and to look for a permanent modification letter shortly via XXXX XXXX. On Friday, XX/XX/XXXX, I got a phone call from Suntrust Mortgage informing me that my mortgage payment would remain about the same moving forward as it was during my trial period BUT Suntrust was going to add a lean of {$20000.00} on the back end of my mortgage for the 3 months I fell behind ( actually I was behind for 2 months and Suntrust asked me to not make my 1st trial payment until XX/XX/XXXX thus adding the 3rd month ). I asked the representative how in the world they came up with that math and she said it includes your 3 months of non-payments and late charges and foreclosure paperwork work and attorney fees and so on. To my SHOCK I asked the representative what in the world she was talking about as I was told that I was NEVER in foreclosure status as by immediately doing a modification prevented me from all the unnecessary fees and charges that would otherwise come with a full blown litigation, mediation and so on. I told the SunTrust representative that it was a shakedown and extortion for SunTrust to say to me and FHA to pay a {$20000.00} penalty for less than {$4000.00} I owe or lose your house. SunTrust is shaking me down and trying to extort from me. Even my Bankruptcy Attorney today was baffled by the {$20000.00} claim by SunTrust and so was the FHA representative who I spoke to in XXXX, NC who I filed an official complain with ( XXXX ). Can SunTrust arbitrarily claim an amount to pay, unannounced, or jeopardize losing your home? I was NEVER I told that there was going to be any such fee at the conclusion of my loan modification other than the 3 moths missed combined would have been put on the back end of my mortgage. Otherwise I would have NEVER agreed to the terms and would have informed my bankruptcy trustee. Clearly, this stunt, shakedown and extortion by Suntrust of misleading me as their clients is nothing new, based on the XXXX penalty they paid to the Justice Department as seen here https : //www.justice.gov/opa/pr/suntrust-mortgage-agrees-320-million-settlement. Clearly, they are back at the same stunts of misleading the people who reach out to them for mortgage assistance via FHAs HAMP program. Suntrust is told me today to return a notarized agreement that I would pay them {$20000.00} on the back end of my mortgage that I dont owe them, have zero knowledge about or been informed of in advance or jeopardize losing my home completely? Nothing short of disturbing how Im being shaken down and extorted. Suntrust clearly made false statements about their ability to offer a loan and illegal tactics to collect on mortgage balances. Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2019-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Suntrust sent me an email on XX/XX/19 recommending ways to mitigate loss. I replied to them multiple times via a phone call to XXXX XXXX, emails to him between twice between XX/XX/XXXX-XX/XX/19. I accepted the offer to file a collated mortgage assistance application. XXXX and nobody in SunTrust has replied with the application documents, any ways to download the documents, no documents via email or anything. SunTrust is trying to take my poetry and assist selling it to some white folks for gentrification. I can't get no replies from them. Help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I took a general payment from my TSP federal, and added it to a new Suntrust checking account est. {$13000.00}. I spent money on XXXX and online for my start up, I had my checking account and debit card number compromised repeatedly. I tried time after time to work it with Suntrust but all I could get was a temp credit which was quickly taken back, then they just completely closed my account. I've call and all I get is ppl saying my account is closed, I try to login online and my login no longer works for the past 4 months. I lost {$4200.00} of my TSP deposit, and they won't even tell me why, how, or when they decided to just close my account with funds still in the account. I received an email about my account being forced close and to login to see a notice. Like I stayed above, they blocked my login into my account completely.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2019-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have made multiple attempts to resolve a fraudulent inquiry made by someone with SunTrust Bank, However, SunTrust Bank has stated they are holding their position that this information is accurate and factually sound. Therefore, after receiving information from SunTrust Bank, they failed to provided me Definitive proof outside of the personal information they received from a unknown source which will verify they did not speak directly to me to obtain my private information. To simply resolve this situation, it is well known that all calls are recorded for training and verification purposes with SunTrust Bank breaches. I am requesting at this time, date, minutes of call in progress, and Audio of this call to be uploaded to the CFPB platform to be proof and verification and factually sound as stated by SunTrust Bank. Please provide this Audio immediately, if you are not able to display this level of proof, it is absolutely clear SunTrust Bank can not hold a position of this fraudulent inquiry being factually sound.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07017
Submitted Via: Web
Date Sent: 2019-12-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: This is really problems, 1st is they stated they wouldn't charge me more than 1 fee per day with my overdraft on my business account which they do, sometimes they charge me before the account even goes into over draft. I've had issues with SunTrust before, Now even though I setup a overdraft for my account, they say it is the same account as my business credit card account which it is not and has a completely different account number and balance, as well as balance available. I had to write a check for supplies for a current job and looking online I see my overdraft account states XXXX balance {$5000.00} available, But the are returning the check, therefore messing up my relationship with this supplier and telling me it is based on my balance on my business credit cart which states {$74.00} available with a completely diff account number, I occasionally reach someone at SunTrust that knows what's going on and what to do. but as of lately no luck. Is there anything that can be done to make them abide by what I was told that it is a separate account with it's own available balance. If it were not, I'd have no use for it because I could just charge what ever amount from the business credit card to my account and not ever pay a over draft free. + their new 3 % cash transfer fee they started to charge me along with a {$38.00} overdraft fee. Not sure what has happened to SunTrust but they have become a group a lying fee hungry bankers!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-21
Issue: Other service problem
Subissue:
Consumer Complaint: On XXXX XXXX I applied for XXXX XXXX XXXX XXXX XXXX XXXX Credit, Checking and Savings accounts. I was approved and confirmed. During this online set up process, I initiated the transfer of {$250.00} to the XXXX Checking and {$250.00} to the XXXX Savings accounts from my SunTrust Savings account. Upon doing so, I set up mobile banking online as well. These two payments as well as a {$6.00} " Excessive Withdrawal Fee '' were posted to my Suntrust account and the funds were deducted on XXXX XXXX XXXX time unknown ). On the same day at XXXX XXXX, I received an email from XXXX XXXX XXXX stating " Dear Customer, we're letting you know that your Online ID has been disabled at your request ''. I did not request this. After five different phone calls, I was finally told I had to go to a XXXX XXXX XXXX branch and show two forms of ID to prove my identity. I went to a branch the next morning on XXXX XXXX, where I was told the XXXX Checking and Savings accounts I had previously set up and sent money to were no longer in existence because the XXXX team considered me a fraud or security threat of some kind. For clarity let 's call these two first accounts " Set A ''. At the branch I was helped to set up a new XXXX Checking and Savings account, which will be " Set B ''. So at this point, I was told by the XXXX associate that the {$500.00} I sent to the Set A accounts could not be accounted for, and that he assumed when Suntrust sent the money to a ( presumably ) non-existent account they would eventually realize and the money would " bounce back to me '' in a few processing days. Not reassuring but I accepted this. The branch associate who helped me also suggested that I use XXXX to transfer money again from my Suntrust account to one of the new XXXX accounts in Set B. He mentioned, " It only takes minutes to process. '' This was not my first time using XXXX, but he even helped me set it up on my phone to work between both banks. I even received an email at that time from Suntrust confirming the action. I then attempted to send {$500.00} from my Suntrust savings account to my new XXXX Checking account via XXXX. Within seconds, the Suntrust team emailed me with " Alert : Problem with your account. Contact Customer Support immediately ... Your XXXX account is on hold. '' This is not the first time Suntrust has wrongly flagged me for fraud for legitimate transactions. It happens frequently in fact. I called customer support immediately and the automated system told me my account was unlocked after entering the necessary security information. However, I wanted to speak to a representative to see what was really going on and to ensure the payment would go through. So I called and was passed around to multiple departments before being informed that my XXXX account was relocked again for suspicious activity and that all external transfer capabilities were suspended as well ( this was less than 10 minutes after the call stating that I had unlocked it ). They informed me it would take them 24 to 48 hours to '' investigate the account in question '', despite my verbal consent and passing all the security measures. So now, at this point, I have no idea if the XXXX transaction has gone through, because for more than 24 hours, I was unable to even see my XXXX account because of their lock out. Later that same day, at XXXX on XXXX XXXX, I received an email from Suntrust stating " Access Denied for Funds Transfers ''. I still had no access to my XXXX account, though, so I waited. On Friday XXXX XXXX at XXXX PM ... more than 48 hours after the initial suspension ... I was informed in two emails from Suntrust that " Your access to SunTrust Online Transfers Service has been re-activated '' and in a second email that the {$500.00} XXXX payment was confirmed. The XXXX payment, which " typically takes minutes '', has still not made it to my XXXX XXXX XXXX account, but it has been taken out of my Suntrust savings. And now I suspect that it will take until Monday at least to see the money go anywhere. All the while, I still have not seen any indication of the first {$500.00} being refunded to my account. It has been 7 days since that transfer was initiated and 5 days that the money has been " processing '' in other words : withheld from me with no sign of outgoing or incoming direction. Now, Suntrust or some mystical realm of credit is withholding {$1000.00} from me for what I suspect will be several days because of their mistakes. And again, all of this is with no formal documentation or acknowledgement. On top of everything, XXXX XXXX XXXX sent me a debit card with the wrong account on it. Now, the {$500.00} XXXX deduction does not appear in my activity history, but the deduction reflects on my balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2019-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I received in the mail a check from cashing in some of my XXXX stock I called Suntrust bank ( XXXX ) the same day XX/XX/XXXX and asked when will my check clear because I need the money for my XXXX year old XXXX items that she wanted. I was advised during the conversation on XX/XX/XXXX that my check will clear in the morning. On XX/XX/XXXX I checked my account and noticed that {$200.00} was cleared and the balance of {$51.00} was being held until XX/XX/XXXX. So I transferred the {$200.00} that was cleared into my savings account which left me with a balance of {$11.00}. I have no idea what happened within 20 minutes but by the time I got to a gas station trying to get {$10.00} in cash I had insufficient funds ( How embarrassing in front of everyone at the store ) Now here I am with no gas to get to work. I called Suntrust Bank when they opened and spoke with a representative whom at that time told me that she will speak to the department who can authorize an early release of my funds. Imagine my surprise when the representative informed me that she spoke with the authorization department and they informed her that this check most like isnt going to be cleared as if the check was fraudulent. On top of all of the the hold was extended an extra week which means my daughter XXXX check wont clear until XX/XX/XXXX. This is so wrong on so many levels, the check is legit, from my stock. Also I would like my phone calls pulled and investigated because I know that no one from neither XXXX nor XXXX XXXX company told Sun Trust at XXXX on a Saturday morning that something was wrong with my perfectly legit check. They are taken away access to my funds for XXXX no fault of my own and I would like to Sue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2019-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: They said they had sent out a letter and we never received it and then we got a card that said the account had been closed. And when we went to the bank we ask XXXX XXXX if we could get a letter and send it back in and he said no. XXXX XXXX told me that the money was in the bank but he didn't know where, and he gave me numbers to call and it was always automated never could talk to anybody, so we left a message and they have never called back yet. So then went back to Truist formerly Suntrust and talked with XXXX XXXX again and I told him he worked for Truist formerly Suntrust he should be able to get more answers than I could. XXXX XXXX called me back a couple times right after it happened, then he never called us back anymore. So we went back to see XXXX in person he wasn't in, so we talked with XXXX XXXX and we haven't really got any more answers since then and it has been 3 months or more so that's why we reaching out to consumerfinance to find out where my money is, because nobody at Truist formerly Suntrust can tell me anything. XXXX XXXX acted like they wasn't responsible for my money. XXXX said the money could not be put back in the account, this is the Suntrust branch in XXXX, NC. I ask XXXX why they had all automated stuff so they wouldn't have to talk to anybody and she said yes. So I ask her if Trist formerly Suntrust if they used the automated to give people the run around hoping they would give up. But I'm not giving up. I ask XXXX when people don't respond back if they didn't call and she said no, if they called and left a message people would get back with them, This wouldn't have happened if they had called.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 270XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A