Date Received: 2018-07-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I filed a dispute on two diffent cases with the fraud department one for XXXX and the other transactions i didnt reconized from XXXX and XXXX so i filed a dispute suntrust called me a rep in thr fraud department calls me and ask some questions about the disputes she didnt let me talk when i was trying to explain to her about XXXX i paid XXXX dollars for service to be installed i was told to pay my brothers bill before they install service so i declined and ask for my money back they didnot return mu money to my card this rep for suntrust fraud department denied my claim on this she didmt reach out to XXXX at all so i paid XXXX dollars but yet never got it back because this rep did not do her job i wamt my money back and thr other disputes she also failed to do her job ans denied thst claim i wamt my money back im closing my account because suntrust failed to there job, im not filing no appeal that woukd take 45 days if someone did there job more probably. I wouldnt be going through this, i was called a liar on this claim i dont appreciate that this needs to be resolved
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30141
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX went into SunTrust bank about fraud charges on my account so they opened a claim on them then on XX/XX/XXXX informed me they where researching them and waiting to hear from the merchant and no provisional credit would be given as this was a merchant dispute. On XX/XX/XXXX I sent the branch manager who helped a email with reg e details and she replied on XX/XX/XXXX saying it is a merchant dispute so reg e does not apply to the charges and I have to wait till they hear from the merchant. called there claims team and thats all they would say on the issue also is that reg e does not apply to this claim and nothing on the account would be corrected till they hear from the merchant we are now at the XX/XX/XXXX business day since filling the claim and nothing has been corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2018-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Suntrust Bank in XXXX, Georgia " apparently '' closed business checking account on or about XX/XX/2018. There was a balance of approximately {$3000.00}. This account belongs to a Collection Agency, specializing in commercial collections. Consequently, 75 % of the funds held DO NOT belong to the company, but belongs to third party clients. We have telephoned Suntrust on multiple occasions and NEVER received any information. On XX/XX/2018 a certified letter was written to XXXX XXXX XXXX XXXX, President of Suntrust, sent certified mail, return receipt. The letter was received. As of today, XX/XX/2018 there has been NO response, and no funds received and nothing back to the clients whose funds were deposited.
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: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint against SUNTRUST MORTGAGE in regards to the posting of my monthly payments since taking over my loan servicing on XX/XX/2018. My monthly statements are consistently reflecting 2 months of payments due. I have contacted the mortgage company every month to better understand why this is occurring, as I am submitting my monthly payments well before the XXXX of each month. Initially i received a statement for XXXX reflecting 2 months due for my mortgage ( XXXX & XXXX ). I noted a correspondence that stated my loan was sold at the end of XXXX, but no account information provided by new service provider SUNTRUST. I reached out to SUNTRUST to make an online payment prior to XX/XX/XXXX to maintain my account current. In the XXXX billing statement I understood why system generated the dual payment due as the conversion time being noted. However for the XXXX Billing statement did not understand why still showing 2 payments being due. I contacted SUNTRUST on XX/XX/XXXX and was told my billing cycle was occurring every XXXX of the month, as this was automatically set-up by the system. Additionally I had mailed hard-copy checks this month, as needed to make up an escrow shortage. Understanding this billing cycle I sent my XXXX payment on XX/XX/18 via epay for XXXX XXXX account. I visited the website again on XX/XX/18 only to see my payment not yet posted. XXXX XXXX show funds withdrawn from my account on XX/XX/2018. I spoke to XXXX with customer service and she explained my payment may show deducted from account, but it was probably mailed by XXXX XXXX so has not yet been processed. My XXXX statement has been generated already and is showing 2 payments due! Why is SUNTRUST system deliberating trying to access me with late payment statements?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2018 I engaged SunTrust to wire money to a recipient in XXXX. The " date of availability '' listed on my receipt is XX/XX/2018. The money has not reached the recipient and the recipient needed the funds by the end of XX/XX/2018. SunTrust sent out a tracer request on XX/XX/2018 to find out what has happened to the funds. SunTrust has used XXXX XXXX XXXX as a " pay through bank '' and placed an inquiry with XXXX XXXX XXXX. SunTrust claims that XXXX XXXX XXXX has not responded to its requests for information. It is now XX/XX/2018 and I have not received any information about where the funds are and SunTrust says that they can not tell me when XXXX XXXX XXXX will respond to its requests for information.
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: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-08
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 am writing this letter to dispute several unauthorized charges in the amount of {$9300.00} on my Suntrust XXXX account. These charges begin XX/XX/XXXX from a merchant by the name of XXXX and extend to XX/XX/XXXX from a merchant by the name of XXXX 5 totaling {$10000.00}. I have been ill and have been negligent in checking my statements. I was unaware of my rights and have been paying on this credit card for the past year. I originally called to file a dispute on XX/XX/XXXX but was placed on an extensive hold and given a number that was disconnected. I am including documentation to supplement my claim. Because I have been ill and in and out of the hospital, I recently discovered that my line of credit on this card has severely been misused. As stated, I was not aware of what steps I could take, give the time frame but a fellow Suntrust customer told me that I can write a dispute letter. I am requesting that the error on my account be investigated and corrected, that any finance and other charges related to the disputed amount be credited as well, and that I receive an accurate statement. Enclosed are copies of the disputed charges supporting my position.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2018-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX Report uploaded to https : //www.consumerfinance.gov/ Case # : XXXX I had no problem with my SunTrust personal checking account for 14 years. I routinely did an extremely careful paper check register to paper-statement reconciliation monthly ( checking that all transactions -- debits and depositshad been accurately accounted for ). I simply eyeballed my balance. No problems. ( I noticed small microwithdrawals several years ago, but never gave it a thought, since I have never had a problem with funds disappearing from my bank account and figured it was a minor error. ) However, on XX/XX/XXXX, I went online to see if large check had processed/been deposited and noticed an extremely low balance. In fact, about {$1500.00} had vanished from my checking account. This terrified me and began what was one of the most complex, frustrating, and frightening experience Ive had, in which SunTrust almost seemed to be hindering any sort of investigation and most SunTrust employees seemed uninterested in my disappearing funds. Between XX/XX/XXXX and XX/XX/XXXX, I : - Visited two SunTrust branches ( one branch manager gave no indication that I might have been a victim of fraud/theft but babbled that she would " solve the problem '' - Called the SunTrust fraud department multiple times ( only to be hung up on repeatedly before I even got through -- I finally gave up ) - Was finally assigned a case number and left multiple messages ( including that I was likely the victim of theft or fraud ) for the SunTrust investigator assigned to my case, XXXX XXXX, who never returned my calls until XX/XX/XXXX - Called the several GA banking regulators, who eventually passed me on to the Consumer Financial Protection Bureau, which advised me to " let SunTrust do their investigation '' before calling back - Summoned the local police department, to lodge a formal fraud incident report ( the police later told me they could not help me locate my funds and advised that lodging a complaint with the Consumer Financial Protection Bureau was a good next move ) On XX/XX/XXXX, I explained to Mr. XXXX and the SunTrust fraud department ( which he called to listen as a third party ) that I do not know where the funds went or on what dates or in what amounts. I explained to him that I would be guessing and I do not work for a bank and can not see behind their doors and into their systems to see how they conduct transactions or business. I told Mr. XXXX I suspected the theft had happened recently, because otherwise I would have been bouncing checks. He repeated multiple times that without exact times, dates of amounts of transactions, I have no recourse and there is nothing to dispute. I then asked Mr. XXXX, You mean the burden of proof is on me, despite the fact that I did not misplace my {$1500.00}? He responded, Yes. NOTE : All my calls to SunTrust investigator XXXX XXXX were on a recorded line, including the one where Mr. XXXX said it was OK for me to close my compromised SunTrust checking accountnow minus the {$1500.00} of my funds that have evaporated as a result of theft, internal incompetence, hacking, cybercrime, or other/unknown reasons. NOTE : I unfortunately just learned that SunTrust is known for lax IT security. The bank finally reported internal fraud in early XX/XX/2018, in which a SunTrust employee divulged millions of customer account numbersand perhaps most telling -- Information about clients that might have been exposed in the breach includes name, address, phone number and certain account balances. ( see below ) ARTICLE SOURCE : XXXX XXXX ARTICLE DATE : XX/XX/XXXX ARTICLE TITLE : SunTrust said employee worked with outside criminal when info on XXXX clients was breached ARTICLE URL : XXXX : XXXX XXXX XXXX Accounts for as many as XXXX XXXX clients at SunTrust Banks may have been compromised after an employee stole client contact lists, the company said Friday. During an earnings call Friday morning, SunTrust CEO XXXX XXXX said the employee, who has now left the company, was working with a criminal third party when the client contact lists were stolen. Information about clients that might have been exposed in the breach includes name, address, phone number and certain account balances. ARTICLE SOURCE : MONEYWATCH ARTICLE DATE : XX/XX/2018, XXXX XXXX ARTICLE TITLE : SunTrust Bank says information on 1.5 million customers may have been exposed ARTICLE URL : XXXX : XXXX SunTrust Bank disclosed Friday that a former employee may have shared information on 1.5 million customers with a criminal third-party. The bank learned of the potential breach in XX/XX/XXXX and immediately began an investigation with the help of " outside experts '', a spokeswoman confirmed to XXXX XXXX. She declined to provide details on the former employee or the status of the investigation. At first, SunTrust thought the information was " contained, '' the spokeswoman said. The company decided to notify customers when it determined that information including names, addresses, and certain account balances were printed " for use outside of SunTrust. '' According to SunTrust, personally identifiable information such as Social Security numbers, account numbers, driver 's license numbers and ATM pins were not exposed. Law enforcement officials have been notified. SunTrust CEO XXXX XXXX apologized to the customers who were affected by the incident and is providing them with free credit monitoring. " We have heightened our monitoring of accounts and increased other security measures, '' XXXX said. " While we have not identified ( any ) significant fraudulent activity, we will reinforce our promise to clients that they will not be held responsible for any loss on their accounts as a result. '' Laws in all 50 states require the notification of consumers when personal information that could make a consumer vulnerable to identity theft. A recent report from security firm XXXX XXXX argued that thieves are doing a brisk business selling stolen bank account information. -- END --
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a regular home equity payment on XX/XX/2018 using two checks from different accounts. One check was in the amount of {$200.00} and the other was in the amount of {$370.00}. On XX/XX/2018 I received a text alert that one of the accounts was overdrawn. I had to have my daughter transfer funds to the checking account until I returned to research it. I was out of town during this week. After researching it, I discovered that Suntrust processed the payment out of one account not the two that the checks were written on. When I returned on XX/XX/2018, I went to the Suntrust branch that processed the payment and asked them to fix it. The teller said that it was already processed and she couldn't do anything about it. She said their system holds account numbers and that the lady processed it through the incorrect system. I then told her that I was going to call the XXXX number for Suntrust and ask them to fix it. She didn't care. This wasn't the first mistake they made with this account. Many other mistakes have been made since securing this loan. I then went out in the parking lot and called the XXXX number. I spoke with a woman who assured me she could fix it. She then took the correct number of the account that the {$370.00} was to be taken out of and said she would process it and that she wasn't sure if the money could be put back in the other account electronically but if it couldn't we would receive a check. On XX/XX/2018, {$370.00} was debited from the correct account and to date, we haven't received the money back from the incorrect withdrawal. That money was to be used to pay a bill. We don't have the money, nor credit for the extra money on the home equity. Suntrust has the money but we have no record of it being a credit to our account. I called again today and spoke with a gentleman who told me that the complaint kept getting pushed around and that he thinks a check is issued. I told him I was filing a complaint as this money was to be returned to us by now and instead Suntrust took another {$370.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21702
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had a long running dispute with SunTrust on a modification I entered into in XX/XX/XXXX. SunTrust has sought to foreclose and I have vigorously objected to the action. I have been blocked from the mortgage payment website for over a year. I received a letter from Suntrust in early XX/XX/XXXX ( to be attached ). I called SunTrust to find a workout as outlined in the letter but was informed that they can't talk to me. I want to save my home and SunTrust isn't helping me workout a settlement. I believe SunTrust isn't sincere or truthful about the workout scenario by their own letter and that they haven't called back or replied in 2 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: Last week the SunTrust Bank branch at XXXX XXXX XXXX XXXX XXXX XXXX refused to give me change for a {$50.00} banknote because I do not have an account with them. As banks are licensed as a public service I think they should be required to make change ( at no cost ) for everyone. Perhaps the District needs a regulation regarding this matter. Thanks. Best Regards, XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A