Date Received: 2018-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a 7 year arm libor type home loan through suntrust mortgage, which defaulted to the market rate based upon the libor rate 4-5 years ago. It has seem to correlate until this year where my interest rate jumped 25 % and doesn't seem to correlate with the libor rates/change. I get no clarity in the matter when talking with my banking institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On approximately XX/XX/18 when checking my credit report i noticed an unauthorized hard inquiry from SUNTRUST on my XXXX, XXXX and XXXX credit report that i did not AUTHORIZED. I spoke with the SUNTRUST Fraud department by phone once i was notified of these unauthorized hard inquires. after being asked security questions by SUNTRUST i was told they will contact the Credit bureaus and have them removed and my report will reflect that in 30 days, it have been 3 months and it appears i was lied to and deceived by SUNTRUST. They did not remove those unauthorized hard inquires from XXXX, XXXX and XXXX but allowed them to stay to intentionally hurt my credit score. I contacted XXXX, XXXX and XXXX on XX/XX/2018 and was told SUNTRUST never contacted them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-30
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I contacted the Bank ( Suntrust ) in or around XX/XX/2017 to raise a chargeback against the merchant for services not describe. The merchant presented themselves with having the opportunity to trade and invest in a regulated financial products, such as Cfd, s stocks and options and other regulated financial instruments. However, I prove to the bank that the merchant was unable to provide said services on their website, since the merchant in question, lacks all necessary required licenses. Therefore the merchant is in breech of contract, thereby giving the bank the reason to raise a chargeback for services not as describe since the merchant couldn't provide the describe services. This is clearly a misrepresentation. Therefore this is fitting to have a charge back initiated under services as not described.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: This is related to CFPB case XXXX. On XX/XX/2018 I approved a wire in the amount of {$8000.00} USD to be transferred to an individual in XXXX. The funds were supposed to be available to the individual in XXXX no later than XX/XX/2018. That did not happen. On XX/XX/2018 I requested a return of funds. CFPB case XXXX related to the delay in receiving funds. My account now shows that I received {$7500.00} for the wire transfer. This means that I have lost {$480.00} for a transaction in which SunTrust didn't fulfill its end of the deal ( i.e., the funds were not transferred to XXXX by XX/XX/2018 ). In addition, the transaction cost me {$50.00} in fees. While SunTrust responded to the last CFPB case, they did not provide me the telephone number of email of the employee ( i.e., XXXX XXXX ) who responded to my complaint. This type of client service is entirely inadequate.
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: 2018-07-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX we initiated 3 separate wire transfers to an account at Suntrust bank in the amounts of {$12000.00} {$16000.00} and {$20000.00}. The wire transfers listed XXXX XXXX XXXX as the beneficiary ( XXXX offices only exist in 2 states and Suntrust does not have branches in either one ) and the listed beneficiary did not match the account holders name. The money was intended to be for closing costs on a real estate transaction. One transfer completed on the XXXX and the other two completed on the morning of the XXXX. On the XXXX when we realized this was part of a wire fraud scheme our local sheriff department immediately reached out to the known contact he had at Suntrust ( he had the exact same situation occur a few weeks prior ). He was told at that time that all of the money was still in the account and a freeze was placed on the account. On Monday the XXXX we met with him and he called to verify that funds were still in the account but over the weekend they released almost XXXX of the XXXX that was sent. I called independently to ask what their policy was when a wire transfer was received that had a beneficiary that did not match the account holder and was informed their policy was to reject the transfer ( standard banking practice ). This clearly did not occur for the 3 separate transfers and all 3 were accepted. It is also worth mentioning that the account was newly established and with only {$100.00}. This event stems from someone emailing and pretending to be our closing agent. They actually provided me two separate Suntrust account numbers during the whole ordeal. I have since emailed that person and was provided with a third Suntrust account number. Including the first victim that is four total Suntrust account numbers. Clearly Suntrust has an issue and do not follow their own protocols that would protect themselves and their customers from being victims of these schemes. We have been told since XX/XX/XXXX that we would be receiving just under {$29000.00} back and that a check had been issued and would arrive by XX/XX/XXXX. The check has not been received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 737XX
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am a real estate agent and I agreed to a six-month contract with XXXX to purchase internet leads. I electronically signed the contract. XXXX did not deliver what they absolutely promised me so I sent them a cancellation notice after four months for breach of contract. I spoke with the XXXX rep numerous times along with his supervisor to try to come up with a solution. The only thing I got was, forget about what we promised and just pay the bill. I told them I was not rolling over nor was I going to pay the last two payments. We could go to Court if they wanted. A couple of agents have a lawsuit against XXXX for the exact same thing. These companies are making promises they can not keep just to sign an agent up for their services. I informed XXXX that I was filing a complaint against them with the Federal Trade Commission and the Small Business Administration. I cancelled my business card with Suntrust and received a new one so that XXXX could not bill my account. XXXX obtained my new card number and debited my account. I phoned Suntrust to file a complaint and ask why XXXX was given my new card number. Suntrust told me that Mastercard gave out my new number. They said that my new card number was linked to my old card. That does not make sense to me. If one receives a new card it should never be linked to a previous card. Consumers receive new cards for a reason. I told Suntrust that it was not up to them nor Mastercard to be judge and jury over my money. If I had wanted XXXX to have my new card number, I would have given it to them. Suntrust is telling me they have to allow the merchant 60 days to file an answer to my dispute. I disagree because Suntrust was not authorized to let that money leave my account. Suntrust informed me that the charge has been reversed but they can not put it back into my account until XXXX and that is provided XXXX doesnt contest it. My complaint is against Suntrust and Mastercard for giving my new card number out without my authorization. I have lost trust in the Banking institution. This tells me they are on the side of the merchant and not the consumer. They should not be allowed to give out a consumers new card number. I want my money back and I want it now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On or about XX/XX/2018, I paid my monthly bill through Suntrust Bank, acct # XXXX. My rental check of {$1500.00} that I requested was never sent to my rental agent, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, NC XXXX ; therefore, XXXX XXXX XXXX began a small claim ( approximately {$220.00} ) against me for none payment of rent for XXXX. I had asked for the check to be mailed by XX/XX/2018. After the XXXX county sheriff put a summons on my door XX/XX/2018, I paid XXXX XXXX XXXX {$1800.00} ( rent plus the cost of court. ) On or about XX/XX/2018, XXXX XXXX XXXX sent me my lost check. The company said a XXXX XXXX found the check included in his accounts receivables. He then took it upon himself to deliver the check to the intended company. The company that Suntrust uses for Billpay is actually unknown to me, and they won't divulge the name. I believe the company is XXXX, located in Florida. .1. I made a claim for the Billpay company to refund my {$220.00} ; they never replied to me ; however they wrote in my file that I supplied them with an incorrect mailing address for XXXX XXXX XXXX. That accusation is incorrect. That company had paid to that same address for the three previous months without any incident. 2. The Billpay company owes me a written response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27106
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: This is the second complain that I'm filing and I wont stop until I get transparency from this lender and the CFPB does something. The situation has even gotten worst since my first complain. My original complain was that suntrust wasn't applying my over payment to my principal balance. Now suntrust is charging me late fees? HUH someone explain if my monthly note is XXXX and i pay XXXX biweekly on auto draft ( never bounced ) how can i be late when suntrust in writing replied to the CFPB that i had made three payment in advance in my account. Someone from the CFPB needs to look in to this.
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: 2018-07-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Suntrust Bank I opened my account in XX/XX/2018 and did not consent to Overdraft coverage. Bank automatically enrolled me even though I did not mail in a signed overdraft coverage consent letter. They charged me 6 overdraft fees of XXXX $ charge each on XX/XX/XXXX. I called the customer service to request a refund and told them what they did is ILLEGAL. They told I have to call the manager and ask them to prove I don't have a signed document. They refunded me 2 fees for courtesy when this was a bank error in the first place. During this process, they treated me poorly because my account was overdrawn and made me chase them all day to resolve the issue. They did nothing on their end to fix the issue and reach out to the bank manager. Then I called the manager and managed to get refund for 4 remaining overdraft fees. A month later, Suntrust charged me 8 overdraft fees between dates XX/XX/XXXX and XX/XX/XXXX. I was charged 3 duplicate overdraft fees and 1 extended overdraft fee for XXXX transactions which were supposed to be declined in the first place. I want these fees to be refunded but the bank says they can't help because I already received refund for 6 overdraft fees a month ago. I told them those fees were bank error and not courtesy refunds. I was told if my bank account has no money, transaction would simply be declined. Only bill pay and paper checks can overdraft balance. I have {$280.00} overdraft charge in my account currently. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a credit card with Suntrust, Account number XXXX. Three payments was pulled from my account on a Suntrust credit card for the XX/XX/2018 payment. They are refusing to return the funds to me. The funds were removed from my account of the XX/XX/XXXX, today is the XX/XX/2018, there is no reason for there to be delay and/or any doubt about whether they have received the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A