Date Received: 2018-06-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Unfortunately the account went to charge off status. When we agreed on a repayment that fit into my budget that is when this company started to report on my credit as if the account is still open but with a charge off status. The delinquent amount picked up where we fell behind and grows every month by the difference of my current payment and the payment when the account was open. I contacted the company asking about it and was told it wasn't them that it was my credit monitoring company doing that. I have my credit summary showing that every month they report.
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: 2018-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-17
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I have tried on three occasions to open an account with Suntrust Bank. On each occasion, I am given a different answer. The most recent attempt to open the account last month, I was told to contact XXXX. I contacted XXXX and they were unable to provide me with a reason as to why Suntrust wouldn't open the account. I had an account with Suntrust years ago for less than a month the account was closed with no answers as to why. When I attempted to open the account they had an incorrect date of birth and address for me. I'm concerned that my identity is being mixed up with someone else.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2018-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Last Tuesday, XX/XX/XXXX, I was making an ATM deposit at my local SunTrust 's drive thru. I put in two checks, one for {$1000.00} and one for {$960.00}, and the ATM read something like : ||Number of checks : 2 ||Number of checks read : 1 ||Total amount : {$960.00} ||Since one check wasn't read, I cancelled the deposit completely out of habit when this happens. The ATM spit out one of the checks, and made a lot of whirring and squeaky noises without the {$960.00} check coming out. The ATM said something like : Transaction cancelled. Thank you for banking with SunTrust. I called the SunTrust XXXX number while sitting in front of the ATM. They told me to talk to someone in the branch. I walked into my bank branch and talked to a customer service representative. She told me to email corporate customer support. I emailed customer support. They told me to call their fraud prevention department. I called fraud prevention. They told me to download a fraud incident report, fill it out, and fax it back to them. I faxed the report. I was notified as I did so that this may take up to ten days. This is an awfully long time to be missing that much money because of a blunder on the bank. My personal accountant told me to just ask my client for another check and cancel this " fraud claim '' investigation ( which the bank assures me it's being handled by the proper department ). I asked my local branch rep. She told me to not take any other action ( ask for a new check, cancel the " fraud investigation, '' etc. ) because it might inadvertently cause a returned check fee, for which they " would not be held responsible. '' I called yesterday, XX/XX/XXXX and asked for a manager to check on the status. I was told it's likely going to be another week before they have an " outcome, '' since it's ten BUSINESS days, which would be on XX/XX/XXXX. I've already opened my first credit union account. Honestly, at this point I want this situation resolved so that I can close my account completely and take my business elsewhere. I'm not hurting for the money at the moment, but it's an awful large amount of money to be sitting around wondering if they will find the check, or if it's been chewed up in the ATM and I need to ask my client to cut me another check, for which I'm positive SunTrust will not reimburse anyone the cost for a stop payment fee. After fifteen years of banking with them, it's always been underwhelming, but I wasn't in a great position to change banks until recently. After numerous sketchy overdraft protection fees while I was in college, the bouncing back and forth from a free to paid checking account without notifying me when it's converted back to paid, nothing SunTrust has ever done felt like they had me in mind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
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: Last summer I was paying a line of credit in a property with Suntrust bank. I had paid an interest only loan for 12 years then it converted to a principal loan. I could not keep up with the loan because it had doubled. Suntrust called me and offered me a settlement. We owed XXXX XXXX and they settled for XXXX XXXX. We took them up on this offer. We bought a money order and went straight to the bank. In the midst of this my husband and myself were in the middle of purchasing a retirement home. When we went to close last XX/XX/XXXX it showed that we had a short sale on XXXX XXXX credit report. His beacon score was XXXX and blemish free. Because of this we had to pay XXXX in penalties to finance our new home. We are now dealing with a loan officer to refinance this home. We took our a ARM loan. He just told us its still showing up as a SHORT SALE. We can not refinance now. This is a total disaster. We have called Suntrust over 100 times. Now I am reading under the Consumee Affair bureau that this has happen to others. Its all documented. If I had known they were going to report this to the credit bureau as a short sale I would have never accepted there offer. The contact person I have been dealing with and the lady who offered thus to us is XXXX XXXX at Suntrust in the settlement department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2018-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX and SUNTRUST have repeatedly removed the SUNTRUST BANK CARD MEMBER S account from " Included in Chapter XXXX Bankruptcy '' status to negatives statuses and now they are reporting it as an " OPEN ACCOUNT '' and both agencies continue to re-age the " Date Reported : XX/XX/2017 ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38654
Submitted Via: Web
Date Sent: 2018-06-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX from Suntrust shared my information with multiple financing companies who have pulled my credit report without my authorization but they claim it was with SunTrust authorization.
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: 2018-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Suntrust has unreasonably frozen both my business checking account and my personal checking account. I opened my personal checking account a couple of months ago and have maintained a {$500.00} balance for the past month. The account still holds a {$500.00} balance that is unreasonably frozen. My business checking account was opened on XX/XX/XXXX and received a {$300.00} credit on XX/XX/XXXX. The account was inexplicably frozen last week and I'm not given any information as to why. I called Suntrust twice on Friday, XX/XX/XXXX. The first time, I was told that my accounts had been frozen and that I'd need to go into a branch and that was all the info they could provide me. The second time, I was told a similar thing but that the office that handles the issues was closed for the afternoon and so I should call back on Monday. I called back on Monday, XX/XX/XXXX and, again, I was told that I'd need to go in a branch and no information could be provided to me over the phone. I am currently in Texas and do not have the opportunity to go into a branch. The nearest branch is an 8 hour drive away. I need both accounts to be unfrozen so that I can access these funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35802
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: CFPB Complaint XX/XX/XXXX Subject : SunTrust Bank wrongful holding of Mortgagee insurance proceeds. Facts : 1. XXXX XXXX approved a Hurricane Irma damage claim in the amount of {$80000.00} +/- for a replacement of the total roof and issued an initial insurance check in the amount of {$52000.00} made payable to home owner and SunTrust. SunTrust has a copy of XXXX documents. 2. Check was signed by homeowner and delivered to SunTrust on XX/XX/XXXX 3. SunTrust advised Mortgagee to comply with SunTrust Claim-check procedure which mortgagee did in full on XX/XX/XXXX. 4. SunTrust advised that eventually Mortgagee would receive {$40000.00} of the {$52000.00} sometime and the balance in two equal installments. One when 50 % of work is complete and one when SunTrust determines the work to be complete. This is in addition to a {$12000.00} holdback held by the insurance company which petitioner accepts and believes is fair and reasonable. 5. There is no need for SunTrust to hold any of the money or require Mortgagee to waste time and money completing the unnecessary Claim-check process. There is no risk to the bank as the balance of the mortgage is less than 35 % of the value of the house. This was documented in the attached XX/XX/XXXX letter to SunTrust CEO XXXX XXXX ( Exhibit A ). This letter received by SunTrust via email on XX/XX/XXXX ( Exhibit B ) and a few days later by XXXX. No response from SunTrust CEO. The letter detailed the wrongful nature of the money grab and demanded immediate release of the full amount of the insurance proceeds. 6. A second letter ( Exhibit C ) was dated, sent and received by SunTrust on XX/XX/XXXX pointing out the harm to Mortgagee in having to use retirement assets to pay the {$25000.00} initial payment to the roofing contractor in connection with the roof contract executed on XX/XX/XXXX.This letter also pointed out that this wrongful holding of Mortgagee money may very well violate the SunTrust Code of Business Conduct and Ethics which may be of interest to other oversight agencies of the US Government . 7. Mortgagee is advised that SunTrust will not pay interest on Mortgagee money it is wrongfully holding. 8. A third letter ( Exhibit D ) critical of SunTrust CEO Non response and bank partial response was sent to SunTrust on XX/XX/XXXX. This letter again demanded immediate full payment with interest. 9. There is no rational or logical reason for SunTrust to wrongfully hold money due Mortgagee. There is absolutely no mortgagee risk to SunTrust. While there is language in the mortgage that seems to give SunTrust the power to hold Mortgagees money that is obviously a Contract of Adhesion and not enforceable in law. 10. In addition to processing this complaint I would like CFPB to investigate if this is a scam to force people without additional capital into high interest rate loans while holding their insurance and not paying interest..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I have requested myself to be removed as authorized user from the account that the owner has passed away and requested the lender also adjust it to credit report in this case is XXXX by sending Suntrust written request As XXXX XXXX ( Vice President of advocacy management office )! However Suntrust Never responded to my request!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX was transferred into a SunTrust Account in XXXX XXXX, XXXX. on XX/XX/XXXX. When we realized this wire transfer had been fraudulant we immediately contacted the Sun Trust Fraud Department. They in turn put a fraud alert on the account. A recall was put in for the transfer and at XXXX on the XXXX XXXX XXXX the assistant mamager at that branch assured us all the money was still in account XXXX and a freeze had been put on the account. Someone later that morning allowed someone to walk in and withdraw {$4.00}, XXXX. SunTrust is refusing to refund this amount to us and will not turn over subpoenaed security tapes of the withdrawal to the XXXX XXXX police department citing client privacy rights. After meeting with XXXX XXXX, branch manager at XXXX XXXX XXXX XXXX in XXXX XXXX she confirmed proper protocol was not followed in checking ID and confirming business of XXXX XXXX XXXX with XXXX. She agreed they owed us this money. When we were contacted by XXXX XXXX from the Sun Trust Fraud Department. He said we should be happy to get anything back and to get a lawyer. We feel due diligence was not done when an account was opened a wire money of XXXX, XXXX was put in a withdrawal made and in less than 24 hours the account was closed. Something was not right here at Sun Trust and we are out the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33703
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A