Date Received: 2018-06-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2018 I spoke with XXXX at XXXX regarding account ending XXXX where I paid {$63.00} to clear up any outstanding balances or fees with Suntrust Bank. I was advised that I would be removed from XXXX XXXX and XXXX XXXX XXXX so that I could either reopen my Suntrust account and/or start a new account with other banks. payment Confirmation # XXXX XXXX was also suppose to email me a copy of the receipt after payment but never did so.
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: 2018-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Good afternoon. I am filing another complaint in regards to Suntrust Bank. Since the initial opening of the account, I had requested overdraft protection on the account, meaning : It will never result to a negative balance. After the first complaint, I had refilled the account back to positive. However, there are still continuous issues with the checking account. I do not ever seek for the account to result to a negative balance. Transactions are never declined, and it is a serious issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: 1 ) On or about XX/XX/XXXX I attempted to open a checking account with Suntrust bank. I made a {$100.00} opening deposit from my current XXXX XXXX XXXX account. 2 ) On XX/XX/XXXX, Suntrust bank stated that they could not fund my new account. On or about the same date, they returned my opening deposit in full to my XXXX XXXX XXXX Account. 3 ) In or about early XX/XX/XXXX, I received a checking account statement from Suntrust bank. I contacted them via their online contact form notifying them that they had not opened my account. 4 ) In or about early XX/XX/XXXX, I attempted to gain online access to the Suntrust checking account via their online banking service. On XX/XX/XXXX, they notified me that they were unable to open the account because they did not have all of the required documents. 5 ) On XX/XX/XXXX, I received a checking account statement from Suntrust bank dated XX/XX/XXXX showing a - {$3.00} balance. The statement consisted of a {$0.00} opening balance, 0 transactions, and a {$3.00} paper statement fee. When I attempted to open the account, I opted for electronic statements. Further, Suntrust never opened the account or allowed me access to the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I opened a select checking account at SunTrust at their office located at XXXX XXXX XXXX, XXXX, TN XXXX. This was after multiple attempts to open it online and over the phone which all failed. I was told that I had to go into the office to open it, so I did. I opened this account with SunTrust only to fulfill the requirements for the SunTrust XXXX Mortgage Program I joined for my condo. SunTrust sent me a flyer advertising a {$250.00} reward for opening this select checking account ( attached ). I read the flyer and was under the impression that as long as I fulfill all the requirements listed there I'll receive the {$250.00} reward. So I made the {$100.00} deposit on account opening, set up the $ XXXX monthly direct deposit for my salary, and made more than 10 purchases with the SunTrust debit card. On XX/XX/XXXX I contacted SunTrust via their online portal asking how I would receive the award and I was told that to receive an answer I had to go into a local office. So I went to their office on XXXX XXXX on XX/XX/XXXX and the agent told me the problem was that the promo code on the flyer was not documented at the account opening. He said he would contact relevant staff the same day. There was no update. So I contacted the staff who had been in touch with me as I was originally applying for the mortgage. There was still no update. This is very frustrating because during the multiple contacts with the SunTrust staff when I tried to open the account online, over the phone, and in person, no one ever asked me about promo code. And the so-called promo code was placed on the top of page 2, which doesn't even say " code ''. Therefore I didn't notice it until the agent told me about it when I was at the XXXX XXXX office on XX/XX/XXXX. Now SunTrust is saying this was not documented at account opening and refusing to give the {$250.00} reward. I feel like this is a trick they play on me as a customer. The process of opening this checking account has been long and difficult enough, and now they are refusing to fulfill their promise even though it's not my responsibility. The whole experience of mortgage application and checking account opening with SunTrust has been unpleasant. I would not recommend it to anyone based on what I went through.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38122
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX I tried to log into my personal and business checking accounts with Suntrust. Said wasnt available and didnt work for mobile. I called and they told me over phone- we closed your account and you'll be mailed your check. They wouldn't tell me why, how, when. That is my rent money, my grocery money, my gas money. They did not notify me in writing, via a call, text, nothing. No warning. No reason. I went into a branch as I am traveling in XXXX. They tried to call corporate. They said with no " activity '' on the account for five days then account would be closed and check then 10 days and then sent. They said the closing process started XX/XX/XXXX! I had funds automatically setup from other companies transferred to the account, automatic withdrawals setup etc and they did not tell me to not interact with my account until I had to have a branch call and find out details of how I can access my own money on XX/XX/XXXX. I had to ask! So the bank can take money into my account, allow attempted debits, refuse the debits but accrue the funds and gain interst on my money, all well penalizing me in multiple ways- 1 ) charging me fees when the attempted debits dont go through even though I wasn't told not to use my account or explained why, 2 ) stealing and hoarding my money and my companies money and gain interest on it- and grow the funds because they can accept deposits on a " closed account '' but can release it to the owner of that account, 3 ) prolonging the release of funds as they did not tell me or give me any sort of details that when something interacts with my account- even a return or automatic transaction- it makes it so my funds are prolonged from me 4 ) no way to access my own money for over a month causing XXXX XXXX XXXX such as XXXX and XXXX 5 ) no access to see what has and hasnt been attempted etc to my own account to see when I can get access /what merchant transactions are accurate etc. This has to be illegal! They said they would mail me a letter. I have received nothing. This is XX/XX/XXXX. They have had my money and no plans to release it. What am I to do!? How can they not give 24 hours notice, explain a week ahead of time? If my rent is late my landlord evicts us. That money was for my rent. So now I will be evicted, can't buy groceries and am unable to buy gas. How is this even legal?! And the bank is tricking me bc they won't tell me anything about what has posted/not and didnt tell me not to issue checks at start of month etc or to cancel my subscriptions etc. They just want to hold onto the funds. This is ridiculous!!!!!! On top of it they charge me XXXX and XXXX each month which I was charged to have an account, then they are going to charge me each debit attempted on the account even though I was unaware of what was going on as they didnt communicate with me to have things changed.
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: 2018-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Snapshot : On XX/XX/XXXX, I deposited a tax refund check into my essential checking account in the amount of {$1000.00}. SunTrust has wrongfully withheld the funds that were deposited into my account. I have never had any debt with SunTrust nor have I accrued any fees associated with this bank. As of date, SunTrust has not issued the funds that remained in my account before they abruptly closed the account due to a 4D code. SunTrust has not attempted to verify the authenticity of the deposited check by contacting the IRS- whom issued the tax refund check. Between XX/XX/XXXX and XX/XX/XXXX, I have contacted SunTrust on numerous occasions and no one has provided information as to why I have been treated so poorly. Because of the negligence of SunTrust, I was unable to provide transportation to go to work, which was the purpose of the deposited check. Because of SunTrust, I lost my job. Furthermore, in XX/XX/XXXX, SunTrust notified me that my information was compromised. As a result, unauthorized accounts have been opened and unpaid which has severely lowered my credit score. As a loyal customer, SunTrust has no right to withhold my earnings. I have been wrongly treated by SunTrust as a human being and a customer. And because of this, i have now contacted a lawyer. Logistical Information : XX/XX/XXXX, tax refund check deposited into essential checking in the amount of {$1000.00} ; Deposited at SunTrust branch location:XXXX XXXX XXXX, XXXX , NC XXXX ; Posting date XX/XX/XXXX ; Capture date : XX/XX/XXXX XX/XX/XXXX, I was informed that the funds from this deposited check would be available on XX/XX/XXXX, however when these funds were not available on this date, I contacted the SunTrust branch on XXXX XXXX and the branch manager assured me that these funds would be available the following business day. This was false, as these funds were only partially released to me during the following week of Monday, XX/XX/XXXX. XX/XX/XXXX, {$19.00} was debited from my account. After this SunTrust placed a freeze on my account and did not allow me to access any further funds. I also filed a complaint with SunTrust on this date utilizing the XXXX number. The representative stated that my account was temporarily disabled due to suspicious activity and my funds would be released by the conclusion of the day. On XX/XX/XXXX, the branch manager at the SunTrust branch on XXXX XXXX was contacted. She assured me that these funds would be available the following day. SunTrust was contacted at XXXX. On this day, I spoke with three representatives. No SunTrust representative was certain as to why my funds were not available. I was encouraged to visit the branch were my account was opened for further information that could not be discussed over the phone. I also spoke with representatives from the XXXX contact for SunTrust. Every representative kept giving me the run around and wouldnt provide me with my funds that were deposited into the account. On XX/XX/XXXX, I visited the SunTrust branch location on XXXX XXXX XXXX, XXXX, NC XXXX. The brand manager as well as the account representative was confused as to why the SunTrust representative over the phone insisted that I visit the branch location and could not provide any assistance. Bother were also confused as to why the funds still remained unavailable. The representative contacted the corporate number for SunTrust and also filed a complaint on this day. The branch manager was also unaware as to how to resolve the matter. Because of this I also placed another complaint with the XXXX number for SunTrust. The representative was extremely rude and uncourteous. She did not want to file the complaint and acted as if she was placing the complaint, but did not until I asked for the complaint confirmation number. Proceeding, I had to repeat everything previously stated, because she did not file or notate the complaint. On XX/XX/XXXX, I was contacted by XXXX- a SunTrust complaint representative. She also was unsure why the funds still remained unavailable and assured me that she would investigate this matter and provide me with some clarification. On XX/XX/XXXX, I contacted XXXX and did not receive a response. I also contacted the SunTrust XXXX contact and no one could provide any further information or provide my funds. On XX/XX/XXXX, XXXX- the complaint representative, stated that SunTrust would close my account and hold my funds until they could verify that the check was issued from the IRS as a tax refund check and if they couldnt my check would remain in their possession until XX/XX/XXXX. From XX/XX/XXXX-XX/XX/XXXX, I contacted the IRS. According to the IRS representatives, no SunTrust representative contacted them in order to verify the deposited check. The IRS was unable to collect the funds that remain in the possession of SunTrust, because the check was signed and deposited into the SunTrust account. During this time, I have also contacted XXXX who has not returned any of my messages. Other SunTrust representatives have not provided any information. On XX/XX/XXXX, I received a check from SunTrust in the amount of {$1.00}, which was the balance remaining in my savings account. No other checks have been received. On XX/XX/XXXX, I received a letter from SunTrust stating the hold reason code stated above for the Regulation CC hold corresponds to a reason listed below : 4D- We have confidential information that indicated the check may not be paid. As of XX/XX/XXXX, I have yet to receive the funds that were deposited into my now closed account. The IRS has not been contacted by SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2018-06-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a delinquent account to XXXX/Suntrust bank. It says ( delinquent 90 ) but it also says Account closed due to transfer Opened activity : XXXX Balance : XXXX Past due : XXXX There is also that same account in my closed accounts section from SunTrust bank that says on the account I opened with them on XXXX was settled and that the account paid in full for less than the full balance. That SunTrust delinquent account has been closed and dealt with so I don't understand why its still killing my credit by being in the wrong section
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84404
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-03
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: SunTrust bank is trying to use any false, deceptive, or misleading representation or means in connection with the collection of any debt. SunTrust Bank claim that I own them money. I really believe that SunTrust Bank being discriminated against me because I'm a XXXX male. SunTrust Bank claim that original creditor was the XXXX XXXX XXXX XXXX as XXXX for XXXX. SunTrust Bank did not give me address for XXXX XXXX XXXX XXXX XXXX as XXXX for XXXX. What is the address for XXXX XXXX XXXX XXXX XXXX as XXXX for XXXX. I XXXX XXXX XXXX XXXX XXXX XXXX as XXXX for XXXX and do not exist. Have you contact XXXX XXXX XXXX XXXX XXXX as XXXX for XXXX to validate that it my account since I am a victim of identity theft? You have an affidavit from XXXX XXXX. This affidavit is hearsay because XXXX XXXX is not original creditor. If we go to court, I will reject this affidavit because it hearsay and not allow as evidence in court. You claim I owe {$28000.00}. I want to know how you calatue this amount. I am requesting history for XXXX XXXX XXXX XXXX XXXX as XXXX for XXXX, XXXX XXXX, SunTrust Bank, and XXXX XXXX.
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: 2018-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My checking account with Suntrust was closed due to overdrawn balance. Prior to this, I requested copies of statements for months of XXXX and XXXX through a rep via live chat. I received XXXX statement today,XX/XX/XXXX, but not for XXXX. I need this statement sent to me ASAP. Since the account is now closed, I no longer have online access to it and am unable to view/print statements.
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: 2018-06-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Im not sure if this is the right place to report this complaint but this is the direction I was pointed to ... the formal complaint is not with my bank as they are already working on an investigation ... my complaint is with coinbase at this time as I am at a dead end until I hear from my bank about the pending investigation. Today ( XX/XX/XXXX ) I tried to purchase a pair of tickets from a seller on XXXX for the XXXX game tomorrow ( XX/XX/XXXX ) night. Initially the seller told me to use XXXX friends & family - which didnt work ; next we tried XXXX XXXX which took too long ( according to the seller ) to receive the money ; then I tried the app I use XXXX XXXX and all four transactions were refunded immediately as they canceled the payment for my protection ( all three were red flags from the beginning ). Finally the seller asked if I had used bitcoin via XXXX ; the seller told me it was secure with a paper trail just in case anything goes sour. Well theres no paper trail of the bitcoin transfer, just an address to where I sent the bitcoin. After both transactions ( two separate transactions for {$300.00} ) went through, the seller stopped responding and wouldnt answer any phone calls. I immediately called my bank & they canceled my checking card and put a hold on my account ; they opened an investigation into bitcoin to try to prove the scam. I called XXXX to report fraud and they said there was nothing they could do ; they also said there was no way to cancel or reverse any transaction. I also contacted DC XXXX police & they told me there was no point in opening an investigation with them, that that was the banks issue. I have a name ( s ) and associated email addresses that will be provided. The name he used to access XXXX XXXX, and I have the address in which he had me send the bitcoin. I also have a cell phone number he was using - not sure if anything is real or not, but all will be provided. Attached are copies of the emails they tried to get me to send money to, along with two different names via XXXX XXXX, XXXX XXXX and bitcoin. Attached also is a copy of the refunded email I got via XXXX XXXX which they canceled the transaction four different times for my protection, a few text message threads with associated phone number and associated bitcoin address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2018-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A