Date Received: 2018-07-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, client deposited a check in the amount of {$4100.00} into account. After doing so, client became worried that check was fraudulent, and contacted bank. Representative of bank assured client that check seemed valid, and if it cleared in 24 hours, would be. Client waited for stated time, and on XX/XX/XXXX used those funds. On XX/XX/XXXX, client and parent were notified check was indeed fraudulent, and now owed bank restitution. Parent contacted bank on XX/XX/XXXX, was told there were no notes on the account. Parent contacted fraud department and instituted proceedings on XX/XX/XXXX. Parent covered " overdraft '' of {$2600.00} on XX/XX/XXXX. Bank states it has no liability in this regard ; parent researched and found literature stating bank not responsible for misstatements by employees. This seems unreasonable, client sought help, and without statement by employee quite probably would not have used funds after consulting with others. Parent offered mediation, and stated this action could be litigated. Local bank manager re-escalated fraud query, but neither action taken nor correspondence sent to parent. Bank manager offered 0.2 % over market rate for a deposit account ; parent declined this minimal offer. Bank charged overdraft charges on debit card - parent contested these, they were returned ( at this time, I think all were, but there were many ) Multiple employees stated that funds were made available due to parent 's accounts at bank, even though parent was not notified until AFTER the fact. Another employee stated this type of fraud is not unusual, though it is not readily searched. I know of no other business that can misrepresent and not be held liable for actions, though there may be some.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37221
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Suntrust mortgage # XXXX shows every month being " OK '' and never delinquent. It subsequently shows that the loan was satisfied in XX/XX/XXXX. Never was a late payment shown. When you move to XXXX, however, it shows a 30 past due balance that is delinquent. There were 2 loans closed on XX/XX/XXXX, and I have the HUD contract to show this. However, the loan in question shows delinquent in XXXX. If that were the case why don't both loans show as delinquent? How is it possible to be delinquent on a closed loan that shows satisfied with never a payment missed. If this document provides me the means I will upload the HUD statement. I have disputed it repeatedly with the credit agencies, and I have only heard back from XXXX so far. They agree that the delinquency should not be on my credit, but they will do nothing to remove it. I need it to be removed from both Suntrust and all three credit reporting agencies : XXXX, XXXX, and XXXX. I tried to get this information updated months ago, but instead of fixing the problem Suntrust then hit my wife 's credit report for the exact same thing. They weren't reporting it on her credit before even though we were both on the loan. Now it is hitting both of our credit reports when it should not. I suspect that when we closed the loan on XX/XX/XXXX that the person closed one loan and left the other loan as opened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have filed three complaints on Suntrust closing my checking. They closed my checking illegally. I had refunds issued by companies to that account, including from XXXX. The bank has never sent me a check for it- they didnt deny the funds from the refund but have not sent to me. It's been 30+ days. The dates and amounts to my checking refunded from XXXX to the closed account by the bank- they never told me they were closing they just closed it, held funds, refused to give me money until there wasnt activity on account but never warned me to stop using it. Scam. But the refunds were never sent to me : XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX among other various active disputes for fraudulent charges to my account on both business and checking accounts. Suntrust never followed up, never issued me a refund and kept the refunds that were indeed issued to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Problem with customer service
Subissue:
Consumer Complaint: I incurred a property insurance loss at my home, which caused water and mold to form in the crawlspace, as well as damage to the floors and substructure. On XX/XX/2018, I mailed my insurance claim check to SunTrust Mortgage and was informed on XX/XX/2018 that it was received. I was given an online account at XXXX XXXX XXXX whereby I was able to view the claim status and upload as well as verify any documentation necessary to process the claim and receive the funds in order to pay my contractor for the repairs. On XX/XX/2018 ; however, after attempting to login to my account I was notified that " my claim would require special handling '' and my online account access was revoked. The only option I was given was a phone number to call. From this point forward, communication has been an absolute nightmare. For over a month I stayed on the phone constantly, providing all documentation via fax since that was now my only option. Each time I called, I had to explain the entire situation again and again to the representative. No one would explain why the portal access was revoked. The only reason I was given was that the claim involved mold. Rather than provide MORE clarity and improve the experience, I was relegated to phone calls and fax transmissions with no way to verify the information. Over the entire month of XXXX and into XXXX, on XX/XX/XXXX in fact, I provided the documentation SunTrust asrequested, including but not limited to my contractor 's bid, release of lien, contractors state license as well as every other document SunTrust Mortgage required. On XX/XX/XXXX I submitted the " final document '' I was told up to that point in time would be necessary to release the insurance claim from the escrow account so that I could finally pay my contractor. After calling to confirm receipt - again - the ONLY way I had to communicate, I was told that a 'final inspection '' was necessary before my insurance claim proceeds could be disbursed. I was given no other information ; no time frame, no idea when the inspector would call, or whom it had been assigned. By this time the work had been completed for weeks and I could give no detail to my contractor other than what I was being told by SunTrust. I even went to the main branch office and explained the situation to the local banker in an attempt to resolve what can only be described as an incredibly confusing, misleading and deliberate attempt to delay and create chaos. I was informed that unfortunately, only the Loss Draft department in XXXX could access my claim and again, no one could help me or provide an explanation. I was stuck in limbo with no one to help. I felt intentionally mislead throughout this entire claim process and the fact that I had been both a SunTrust customer and mortgage client for over 15 years meant absolutely nothing to the various representatives. On, XX/XX/XXXX, nine days after I was informed of the inspection, I called again to request an update and get information on the status. I was informed that it had been ordered on XX/XX/XXXX and would normally take three business days to complete. No one called me to schedule the inspection. I asked to speak to a supervisor and was placed on hold and then hung up on. I have been hung up on at least four separate times and although each time I call I have to verify that my phone number has not changed and that " any time '' is the best time to call, NO ONE has called to provide me with any help or information. On XX/XX/XXXX after threatening to file a formal complaint with every regulatory agency I could contact, I finally was put in touch with a supervisor, who identified herself as XXXX. She assured me that my claim would be escalated and someone would contact me to resolve it. This is nothing more than a repeated pattern of deception and lies. The breakdown can be attributed to SunTrusts utter failure to address the claim process in a genuine, well-defined manner. Instead, SunTrust Mortgage chooses to : call from a restricted number so that communication is practically impossible, refuses to provide anything directly in writing to ensure that an excuse can be given when nothing progresses refuses to provide the inspectors contact information which would easily solve this conundrum allowing me to contact the vendor directly Makes additional unsubstantiated and unverified claims that an inspector has called me and left multiple messages. No one has called me to schedule an inspection and no one has left a voicemail on my phone attempting to schedule an inspection. Today is XX/XX/2018 at XXXX XXXX and again another week has passed and there is no one who has attempted to rectify this simple situation. I have been left no option other than to file this formal complaint in hopes that not only is this rectified but that other SunTrust Mortgage customers do not have a similar experience. It is truly the most frustrating and exasperating situation I have ever dealt with. I hope NO ONE has to experience what I have gone through. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31909
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was originally issued by XXXX XXXX starting in XX/XX/XXXX. Following a change in insurance providers in XX/XX/XXXX, we made a XXXX {$3000.00} payment to our escrow account that they incorrectly applied to our principle. We became aware of the issue in XX/XX/XXXX and called to get it corrected by XXXX. During that time in XX/XX/XXXX, XXXX sold our loan to SunTrust, and again did not get the escrow mistake fixed. In XXXX we received an escrow summary from SunTrust showing that we were still short. XXXX claimed they did not have any of the prior history on our account and said it was our problem to sort out. After many calls with both companies, XXXX got the escrow shortage corrected. We then received three letters from SunTrust, all dated within three days of each other. The first letter notified us that the escrow mistake was corrected and apologized for the inconvenience. The second letter notified us that we missed our XX/XX/XXXX payment and were now in default, despite the fact that SunTrust did not have our account in XX/XX/XXXX and we have copies of the XX/XX/XXXX mortgage check that was cashed by XXXX. The letter mentioned that we have 35 days to get this resolved. The third letter was on mortgage assistance since we were now in default and in jeopardy of foreclosure. The XX/XX/XXXX bill just showed up and now all the sudden shows we owe double our standard payment. All of our previous monthly mortgage bills from SunTrust showed we were current and our personal bank shows each check was cashed. When we called SunTrust to figure out what the issue was and where this shortage all the sudden came from, we were transferred around to multiple representatives but no one could explain what happened. Their customer service reps were severely lacking in information and were unable to troubleshoot or provide us any solid information regarding this matter. When asked to be transferred to a manager, they are never available and my wife and I have wasted multiple 45 min to one hour phone calls with no progress or explanation. We are still waiting on someone with SunTrust to pull all of the records, figure out were the sudden shortage came from, and call us back. We have explained multiple times to SunTrust that we will gladly pay any real shortage we may owe, but given their previous issues with applying payments correctly and miscommunication with our previous mortgage lender, we first want an explanation as to where this issue came from to make sure its legitimate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73034
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Suntrust Bank XXXX XXXX Inquiry from XX/XX/2017 The Inquiry above is fraudulent. Please investigate and remove.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-21
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: On XX/XX/2018 Suntrust Bank of XXXX Florida hired XXXX XXXX XXXX ( XXXX XXXX Mgr, XXXX at XXXX XXXX, XXXX, FL XXXX ) to repo my car from my driveway at XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX illegally. There is no lien on my newly purchased car. I paid XXXX cash from XXXX XXXX XXXX in XXXX XXXX, FL. I possess a new Florida Vehicle Title that shows clear. This was a bad repo and caused me extreme trouble and inconvenience as well as any forceful damages to my car that they will not release to me from the tow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2018-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I signed up for a business checking account on XX/XX/XXXX for a promotional offer to receive {$200.00}. The rest of the terms were as follows : You must be a new SunTrust business checking client. To be considered a new business checking client, the business can not have an existing SunTrust business checking account with the with the same Taxpayer Identification Number ( TIN ), including but not limited to an Employer Identification Number ( EIN ), prior to promotion start. Existing business checking clients are not eligible for this offer. Public Fund and IOLTA accounts are not eligible for this promotion. The business client can not have closed a business checking account within 180 days of the promotion start date ( on or after XX/XX/XXXX ). The business account holder must be 18 years or older at time of account opening. The account holder can not be a non-resident alien. Employee-designated accounts are not eligible for this promotion. The business must be registered within the U.S. with the accounts mailing address in Alabama, Arkansas, Georgia, Florida, Maryland, Mississippi, North Carolina, South Carolina, Tennessee, Virginia, West Virginia or the District of Columbia and have a valid U.S. TIN or EIN. Earn {$200.00}. FIRST, open a Simple Business Checking, Primary Business Checking or SunTrust Business Advantage Plus account online or in a branch between XX/XX/XXXX and XX/XX/XXXX, inclusive, and enroll in the offer by following the Branch Account Opening and Promotion Enrollment Instructions below. THEN, within 30 days of opening the new eligible business checking account, you must make cumulative qualifying deposits ( as described in the Qualifying Deposits section below ) of {$1500.00} or more into your new account. Qualifying deposits for new business checking accounts exclude debit card ( credit ) transactions and NSF fee refunds. Deposits can be made on a one-time basis or cumulatively over the 30 days. After meeting all qualification requirements, the cash reward will be deposited into the new eligible business checking account in up to 8 weeks after all qualifications are met. If the {$1500.00} new checking account deposit requirement is not met, you will not be eligible for the reward. When the cash reward is deposited, it will appear in your new business checking account monthly statement as XXXX XX/XX/XXXX Small Business Checking Reward. This offer is only applicable once per client. SunTrust may report the value of any reward received through any offer to the Internal Revenue Service, as required by law. Any applicable taxes are the responsibility of the recipient. The new business checking account must remain open and in good standing with a minimum balance of {$0.00} until the reward is processed in order to receive the reward. Reward forfeiture will occur if : ( 1 ) the business checking account is changed to an account type not included in this client offer, ( 2 ) the business checking account is closed prior to the reward being processed, or ( 3 ) the new business checking account has a negative available balance at the time of qualification validation. SunTrust reserves the right to deduct the reward amount from the business checking account at the time of closing if the new business checking account is closed by the client or SunTrust within 180 days after opening. All bank account bonuses are treated as income/interest and as such you have to pay taxes on them I received an email approval of the account opening on XX/XX/XXXX. I also was contacted via phone call a couple days later. I asked at that time how do I get access to the account. The gentlemen said I would receive an email with detailed directions. I attempted to sign-up online over 3 times in the next two weeks, contacting Suntrust Bank. Each time they send they needed to re-send my application for online access and I would get a follow-up email with directions. Every time it did not work. I finally received access to my account on XX/XX/XXXX ( which I have in writing via secure message from the bank ). However, I wasn't even aware I finally recieved access until the XX/XX/XXXX, because I was not notified and just tried to log-in. At this point I immediately tried to meet the terms. According to the terms, the deposits need to take place within 8 days of me being aware I had access to the account ( 2 of which were weekend days banks weren't open ). The account terms were met on XX/XX/XXXX. 5 days after the 30 day period, but only 14 days after I gained access to my account. I followed up immediately to which I received a reply they would look into it and let me know within 5 business days. 10 days later I followed up and received a reply that I did not meet the terms, with no response to my complaint that I didn't get access to the account. It was not my fault I couldn't meet the terms, as I completed the terms within 14 days after gaining access to my account, which would be well under the 30 day terms in the Suntrust offer details.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2018-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: The rules of my check account require that I have a {$5000.00} balance in an attached savings account to avoid a checking fee of $ XXXX/month. For a reason I can't recall, I took some money out of the account causing a drop of about {$200.00} below the requirement. After a couple of months I realized the error and replaced enough money to go above $ 5k by a small amount. Because I did this in the middle of the term, another {$15.00} fee was assessed, dropping me below $ 5k slightly. I was not aware of this, and I was assessed {$15.00} for a few months more. After talking with my branch manager I got two fees returned ( {$30.00} ) but a few days later another fee was assessed. So I have been charged over {$100.00} in service fees at this point. I do not believe I have received {$100.00} in service, rather, this kind of process benefits the bank only. I realize that if I had made it a habit of looking at my monthly statement I would have discovered this sooner, but it is my intent to leave the attached savings alone. I don't know why I took funds from that account, but my complaint is that the band should notify a customer who is being charged a " fee '' in this situation. They have the ability to personalize any email and postal mail they wish in their advertising. This is a cash flow opportunity, not a service which benefits me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: This complaint is concerning the disposition of a bank issued IRA with Suntrust Bank. My mother has an IRA with SunTrust Bank, she is currently XXXX and not able to performing banking in person, Im her XXXXXXXX XXXX XXXXt and have a valid power of attorney that has been registered with the cleark of courts in the XXXX of Virginia , XXXX Virginia . On Monday XX/XX/2018, I visited the SunTrust bank in XXXX Virginia, and requested closing of the IRA account, with distribution being made to the account holder. After presenting the POA, the bank informed me that the POA was not valid for this type of account since it did not specifically specify retirement accounts, and the only way to close the account and receive distribution was to have my mother come to the bank in person, and or have a new POA created indicting that retirement accounts were included in POA. As indicated to the bank representative, my mother was physically unable to come to the bank, also was physically unable to execute a new POA, and is not in a financial position to have a new POA created. Also, the bank refused to give requested account information to me, the XXXX. Im of the believe that the actions of SunTrust on XX/XX/3018 concerning the request to close an account by use of a valid POA violates the Americans with XXXX Act, and the request by SunTrust to have the customer have a new POA developed to meet their corporate guidelines is also a violation of fair banking practices. After being denied the request to close the account by the POA, the attorney that created the POA was contacted, the attorney indicated the POA was valid and should be accepted for all banking transactions, and SunTrust should honor the request to close and provide account information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A