Date Received: 2019-12-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: As of XX/XX/XXXX SunTrust has continued to report incorrect deficiency amount and account history on a loan originating in XX/XX/XXXX for 72 months. The date of first delinquency is XX/XX/XXXX This account has timed out and should no longer be reporting. SunTrust has continued to update and change date of last activity after being disputed directly and through the credit reporting agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63146
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/19, I requested a reappraisal from SunTrust in order that we might pay down our loan and lower our LTV enough to remove our monthly {$320.00} PMI payment. I requested that someone " contact me via phone or in a way that I can reasonably ask follow-up questions. '' At the end of XXXX when I had not received a reply, I submitted a fax to SunTrust. SunTrust confirmed on XX/XX/19 that the fax was received, and the following note was added to their online chat portal : " A faxed deletion request has been received to delete PMI. '' On XX/XX/19, I added a note to the online chat : " I would like to know how I can reappraise our home to lower our LTV. '' Later, another note was added by SunTrust : " A deletion request can take upto 30 days to be processed. Upon completion of the review, a letter will be mailed with the next steps, if any are necessary. '' On XX/XX/19, I added another note to the online chat portal : " I have sent 3 requests to Suntrust to reassess my home value. We would like to pay down the principle in order to get rid of PMI. '' When asked if I had additional feedback, I said, " I'm trying numerous avenues to get in touch with someone regarding my PMI. It certainly feels like Suntrust is intentionally making this a difficult process. '' On XX/XX/19, I made another note on the online chat platform : " I need to follow up on my PMI inquiry. Can you please provide an update? This system is terrible, and I don't understand why I can't talk to a human being. '' On XX/XX/19, I mailed a signed document along with a {$150.00} check, requesting to order a " Brokers Price Option '' in order to better determine our LTV. On XX/XX/19, I added yet another note to the online chat portal : " A couple of weeks ago, I mailed our Request to Remove PMI and a {$150.00} check. Can you confirm that this has been received, and let me know what the next step in the process will be? I have been attempting to get this taken care of since XX/XX/XXXX. '' Each month that this process persists, I am required to pay another {$320.00} PMI payment. As I noted to SunTrust, it certainly seems as though they are intentionally making the process to remove PMI a difficult one, and I believe it is unfair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73012
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a SunTrust checking that has a pending garnishment from XXXX XXXX on XX/XX/2019. At that time I didn't have any access to my account online and I was not receiving any statements in the mail. I went to one of the local branches and spoke to one of the Account Managers concerning my accounts. At that time she said there was no pending fees, and if I any other concerns please stop by any time. My mind concerns at this present moment, I received a letter from the bank stating that I owe them {$110.00}. Where are these fees coming from. I have know knowledge of this unlawful activity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20602
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60637
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
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: My mother 's Sun Trust master card was used for two fraudulent transactions. One on XX/XX/XXXX for {$240.00} and one on XX/XX/XXXX for {$240.00}. Both seem to be the same. My mother has not used the card for either transaction. The fraud department says they've investigated and they keep insisting the charges are valid. I suggested they investigate my mother 's history with that card and clearly they haven't because if they had it would be clear that she did not charge either one of these. Someone at a restaurant perhaps used it before they returned it to her. Both charges appear to have been placed at XXXX XXXX. My mother is XXXX years old she doesn't travel and if it's a mall she hasn't been to a mall in 10 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33145
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I contacted Suntrust to advised I had been scammed with an online loan company. They put a block on my account. When I went into the branch the next morning the Branch manager advised Suntrust was closing not only my checking and saving accounts but my sons as well. They had decided not to do business with us any longer. Mrs XXXX the branch manager cut up my ATM card in the middle of the branch and advised they would not give me any of our funds from any of our accounts. I had $XXXX money and I am a single mother of XXXX at the time that is out of work on XXXX. When I asked for at least $XXXX in gas to get the kids to school she advised there was nothing they could do and told me to get out of her branch. This is all on tape. I have called every day for 2 weeks and no one will release out money. It is only $XXXX. Since this all happened we have had my sons pay check bounce back to his employer and we can’t get that money. Cell phones have been shut off. Car payment was late. I have had to pawn my grandmother jewelry, my jewelry and other items in my house just to pay bills and put groceries in the house. I also have had a XXXX XXXX due to all of this cause of all of the stress. I do not have the money to hire an attorney to file a suit against Suntrust. Everyone has been extremely rude. I have been yelled at and treated like a criminal instead of the victim in this situation. I had written a check for XXXX work that has bounced and now my XXXX won’t touch my XXXX. I also lost a brand new job cause my car was repossessed and I didn’t have transportation to work. Suntrust has put my family in a horrible hardship over $XXXX freeze of my accounts! That happened on XX/XX/2019.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24019
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened an account online not realizing the bank was 3 hours from me. Well I tried to transfer my money out of the account without having to drive so far as I am pregnant. They locked my account and told me to come to a branch in person to collect my funds. Well I drove the 3 hours and they closed my account and said that the money would be sent via mail. Wel I got a letter in the mail from them saying that the funds would be sent if they dont collect them or something to that extent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 394XX
Submitted Via: Web
Date Sent: 2019-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2019, I refinanced my mortgage with XXXX XXXX XXXX, and closed my loan at SunTrust Mortgage. On XX/XX/19, I paid my property taxes personally at the City of XXXX, MA in the amount of {$1400.00} so I could close on this date. I received a payoff quote from SunTrust on XX/XX/19 in the amount of {$330000.00}. On XX/XX/XXXX, SunTrust also paid the property taxes, during this time I requested that they not pay the taxes and they told me that they were unable to remove the funds since they were already on the " spreadsheet '', however they would return the funds to me once the City of XXXX sends them back. I continuously called and asked for updates. On XX/XX/XXXX, I called the City of XXXX and asked if they have sent the funds back to SunTrust, they were due to be sent out that day. On XX/XX/XXXX, I contacted SunTrust again, they said that the funds have not been received. On or about XX/XX/XXXX, I contacted SunTrust again and the funds had been received, but they had to wait for the funds to clear the account before a check refund could be processed. I called again on XX/XX/XXXX to validate the funds have been cleared and was assured they were and a check would be issued. On XX/XX/XXXX, I contacted them yet again, and this time they informed me that I would not be receiving the refund as they had advanced the funds to me and did not include that amount in their initial Payoff Statement, then they quoted me an additional payoff statement in the amount {$330000.00} for XX/XX/XXXX. My loan was closed on XX/XX/XXXX. At no time during my initial conversations was I informed that I would not be receiving the funds back until XX/XX/XXXX. I spoke to several different departments, Customer Services, Property Tax & Escrow and escalated the call after being on hold for at 40 minutes each time. I believe I am entitled to the funds as I paid my taxes myself. Why would SunTrust pay taxes on a mortgage they no longer own and also use a different payoff figure 15 days later? I would like an escrow analysis done on my account. Also I can provide you all of the documentation and my broker 's contact information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Suntrust closed my account immediatly after i deposited a check n XX/XX/2019. I have been repeatedly lied to by them, first they told me it was closed then they told me it wasn't, then they told me it was under investigation, then they told me i would receive my money in 15 business days, then they told me it was frozen. The check i deposited was from my sister who gave it to me to pay my bills, i havnt been able to pay my bills, my phone is disconnected, i cant buy food, and it is XX/XX/XXXX so Suntrust bank has kept my money for over 1 month and they will not give me details. I havnt been sued so they have no reason to be doing this to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 855XX
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened an account with Suntrust banking the end of XXXX, i deposited funds on XX/XX/XXXX which was a workers check, within the next day my account was frozen and i was told my funds were being put on hold. Few weeks later I received a letter in the mail saying i will receive my check in the mail within 5-7 business days. Within that time frame I did not receive the funds in the mail, so I called back and was given a different time frame of two weeks and was to my funds was pending reclamation from the finacial institution, after that time frame I reached back out to the bank and was then that theres no time frame on when I will receive my check because pending reclamation can take several months, which I didnt understand because it wasn't a personal check it was a workers check, and Ive been told there was nothing I can do about the situation. I tried to get my employer to write another check but i was told Suntrust processed my check and that they couldnt write me another because it looks like im asking for funds that I already have. Within that time my life turned upset down a lot of bills was pushed behind and I lost a few things due to not having any funds for a month. Finally after waiting three months on XX/XX/XXXX, i called back and was told that my account was still -ending reclamation but I was told a different story. I was told that my employer bank has to contact Suntrust so that they can release the funds back to my employer bank so that i can receive my funds because they will not be able to send that check back towards me. So I explained that I was given a different story for three months when this couldve been handled different and she sounded flustered and hung the phone up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27262
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A