Date Received: 2018-08-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Two weeks ago, I was notified by the XXXX XXXX app that my previously excellent credit score had dropped 200 points. Upon viewing my credit report, I learned that SunTrust Visa ( account # XXXX ) had reported to the credit agencies that my credit card had a {$75.00} delinquent balance that was 30 days late. My problem is that this credit card, which I have had for 10 years, is used only to back up my checking account in the event of an overdraft. Unbeknownst to me, I did not have automatic payments set up. Furthermore, despite their claims, SunTrust Visa never communicated with me by telephone conversation, a letter, or an email to notify me that my account had become delinquent. Had I known, I would have paid my balance immediately. I have tried numerous times to speak with someone in the SunTrust credit card collections department with no success. SunTrust has severely and unfairly damaged my credit score because of their lack of transparency and apparent goal of protecting their company 's version of the truth. I have been told by several managers in their credit card department, who are not even working on SunTrust 's investigation of my complaint, that the company tried numerous times to notify me, which is completely false. I have a mortgage and multiple banking accounts in good standing with SunTrust. I do not understand why SunTrust would allow my credit scores to be so badly damaged by a single oversight.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2018-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My SunTrust checking account has declined overdraft protection. One item overdrew my account several weeks ago. Since then, instead of declining transaction as agreed, SunTrust has continued to approve them - often under {$10.00} - in order to charge me a {$36.00} overdraft fee for each instance. There are now hundreds of dollars in overdraft fees on the account for transactions that should never have been approved in the first place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Suntrust refused to honor a stop payment and in doing so, hundreds of dollars in overdraft and NFS fees accrued. The bank refuses to acknowledge their error and refund the fees. I am only asking for the refund of fees lost due to their error. Thank you XXXX XXXX, DDS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with Suntrust bank in XX/XX/2018. After opening the account I had a business loan being transffered into that account. Suntrust put the wire transfer on hold claiming to be doing a fraudulent transaction verification, this was after the funds were being held for Funds Verification. I have spent numerous weeks being bounced found one department to another within the bank itself and have been told numerous times that the funds would be made available within 24, 48, 72 hours and within a week and within 2 weeks. I have verified with the lender that the funds were wired to the bank and that the bank is within possession of the funds, which was also confirmed by an Executive Care Associate. At this point I feel as if the bank is just giving me a run around and is not going to release the funds and they refuse to give me additional information regarding the matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-13
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/XXXX, I visited my local Suntrust bank branch to cash an insurance check for damages to my home. Suntrust was listed as a co signer on the check for {$22000.00} as I currently have a home equity line of credit with them. They have now had held this check going on four weeks with the exception of a small payment of {$5000.00} being released just this past week. Three weeks after the check was sent in and not even a XXXX of the total amount of the check. I was just notified today that it will be another XXXX days before any more funds are released to complete my repairs on said property. They sent someone out to my home today to do the physical inspection to ensure the work is being done to code and being completed. This individual had no physical ID, credentials to identify who he was and he was not even an employee of Suntrust bank but a sub contractor. He only took photos and left. In addition, Suntrust is refusing to release the last of the funds until project is complete. I can not complete the project until they release the funds so I can pay for the materials that will be required for completion. Lastly, the lack of response from the XXXX XXXX XXXX department is unacceptable. As a customer, I was not given a direct number to this department, an email address or any other avenue to communicate with this department directly. The response time for this process should be no later than 48 hours from initial contact. I find the protocols for this criminal. Suntrust has held my money way too long and if it continues the way it has been it will be a two month process or longer. I am forced to self fund this project because Suntrust will not release the funds and has no sense of urgency to do so. Withholding the funds for this long should be against the law. It is not Suntrusts money to keep and they are holding money XXXX for their benefit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2018-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-13
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XXXX XXXX XXXX XXXX claims I owe XXXX to Sunturst, this account was closed with numerous overdraft fees charged which are in dispute, Suntrust would not resolve them. The fees in question were charged after an item was returned, a check in the amount of XXXX from XXXX XXXX. XXXX XXXX placed a stop payment on the check in error, the item caused Suntrust account to become overdrawn and fees charged. Stop payment is not my error, however, Suntrust refused to credit fees back. Shortly after account was closed with overdrawn balance, a payment was mailed in form of cashiers check from XXXX XXXX XXXX to Suntrust. It appears it was not received and do not have a copy of check to provide, the account it was drawn from is not mine. My bank is not local and had to use XXXX XXXX for payment, a friend used her account to get cashiers check. It appears Suntrust did not receive check or possibly credited it to incorrect account, I do not know which occurred. I will not pay again, XXXX XXXX XXXX needs to remove account from collections as well as any credit reporting agency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Every few months SunTrust bank, for some reason, reports that my home equity line of credit is closed. Every time this happens, my credit score with XXXX and XXXX XXXX plummet. Then it will be fixed, then it will be OK for a few months, and then SunTrust will spitefully report again that the account is closed. I believe they are doing this because they know I am shopping around for another lender to take over this loan because I am not happy with their customer service. I can not get it through their thick skulls that the account has been reaffirmed after my bankruptcy in XX/XX/2014. Since the account was open in XX/XX/2004. I have never missed a payment. Every time SunTrust reports the account is closed hurts my credit score and I wanted to stop once and for all.
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: 2018-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-08
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I went to suntrust bank to open 2 accounts on XX/XX/XXXX and XX/XX/XXXX. The day before the funds were scheduled to be available from the bank placing a hold I was told my account was being closed by suntrust bank. They refused to provide me any reasons and referred me to a consumer agency they used to make this decision. The accounts I set up were on behalf of my son. When a I contacted the consumer reporting agency they stated I had a XXXX XXXX XXXXXXXX account. I never had an account with them and told them it was inaccurate. They refused to listen and told me the info is correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2018-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was asked if the appraiser could come on the property and in the house, I said yes. My wife advised me that someone came by in a car at thirty five to forty miles per hour taking pictures of the house. I called XXXX or XXXX XXXX, she is in charge of the loan procedure, to inquire about the above incident and she responded that the appraiser does this to enable them to get a county court house record of my house!? I asked her if using my address wouldn't have been easier, she said by federal law this is required!! I recently changed my mortgage company to Sun Trust Mortgage, which she works for, and another appraisal was done by a different appraisers, XXXX XXXX XXXX, XXXX, performed by a XXXX XXXX XXXX, it was appraised at XXXX dollars at that time. Since that appraisal I have completed 30,000+ dollars improvements on my house. The new appraisal was given to me by email at XXXX dollars!! My house, according to Sun Trust Bank, has depreciated by XXXX dollars!! I have directed many questions to XXXX or XXXX XXXX about this appraisal and the depreciation of my property, she said that spending XXXX XXXX dollars for improvements doesn't mean that all goes to the appreciation of a home, only a percentage. I asked what the percentage would be, she couldn't come up with an answer. If you require proof of the improvements to my house I can send them to you. Long story short, She is exceedingly vague with her answers, I am in the process of getting all laws concerning the housing equity line of credit which pertain to North Carolina. Since she, many times, referred to Federal Laws, I am asking you to help me in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2018-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-07
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I was interested in obtaining a XXXX XXXX XXXX Debit Card offered by SunTrust bank. I read the information on their website here ( https : //www.suntrust.comXXXX ) and was willing to pay the {$75.00} annual fee as I thought it was a good deal especially since one earns " XXXX bonus miles after your first PIN Point of Sale or signature-based purchase. '' What is not apparent until much further down the page is that one must open a Signature Advantage Checking account to be issued the XXXX card. This checking account has a minimum balance requirement of {$25000.00} or a monthly fee of {$25.00}. I was not aware of this stipulation until after opening an Essential Checking ( basic ) account and was then advised I would need to upgrade the account to obtain the card I wanted. I believe this practice falls under unfair and deceptive. I am more than willing to pay the annual fee for the card but can not afford to deposit $ XXXX or pay $ XXXX monthly in addition to the {$75.00} annual card fee. This is excessive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85257
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A