Date Received: 2018-06-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: While checking my credit report, I noticed that there are two missed payments showing on my Sun trust account from year 2016. I have previously disputed these missed payments. Missed payments were due to my Bank Account being compromised by fraud therefore causing delays. I informed the representatives at Suntrust Bank of the compromising of my bank information and late payment information was stilled reported to credit agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-31
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX a charge for XXXX was taken out of my account from Suntrust Bank. I did not recognize the charge so I started a dispute for this transaction and a provisional credit was issued. On XX/XX/XXXX that amount was retaken out of my account because I canceled the dispute. I called the bank and asked if anything had to be done to get that merchant paid and I was told that nothing was received by bank and that it was like it wasn't ever done. I had forgotten about it and on XX/XX/XXXX we received a bill from XXXX XXXX for the timeshare that had gone into foreclosure for the yearly maintenance fees. At that time we called XXXX XXXX and subsequently paid that charge. I called the bank that day, XX/XX/XXXX, and spoke with a supervisor and they stated that from their end they had paid the merchant but when I told them they didn't have it they escalated it to their investigation team and said I would get a call back within 2 to 3 business days. Well I never and to this day, XX/XX/XXXX, have never gotten a call from them. I have initiated all calls. I called on XX/XX/XXXX, XXXX and today XX/XX/XXXX. I have been told that they do in fact have my XXXX but can not put it back into my account and must pay the original creditor. I explained that I have already paid them and did not want to fight with them to get the money back as I have already waited months for this to get resolved. They could not and would not tell me where my money was for so long and why it has taken me to call about it and why the merchant never was paid. They also could not tell me when the merchant will be paid so that I can try to contact them to get my XXXX returned to me. I think this is an outrage and for a bank to hold my money and not pay a merchant or tell me they had my money for over 60 days and then when they finally tell me they have it, they don't know when it will be paid is deplorable. I just want my XXXX back into my account or the merchant paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34113
Submitted Via: Web
Date Sent: 2018-05-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018 we made a Principal Only payment to our mortgage with SunTrust Bank in the amount of {$1000.00}. At the time of deposit we were told by the our XXXX FL branch that the payment would be correctly applied using the coupon once that department received the coupon in 1 or 2 days. Upon checking our account 3 days later, we found that the principal only payment was misapplied to the regular mortgage payment and not principal only as requested. We have now contacted Suntrust Bank on three separate occasions to be told that it will not be corrected until XX/XX/XXXX. This is the 3rd time we have made principal only payments on our mortgage only to have them misapplied as a regular payment, with only a portion going to principal only. Misapplying the payments benefits the bank as it doesn't reduce principal as it's intended. Taking at least two weeks to correct this time, last it took almost 6 weeks. Our principal isn't reduced and they are making money by misapplying funds. We believe this to be intentional on the part of Suntrust Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34207
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing of my loan was transferred to Suntrust from my previous loan servicing provider. My understanding is that Mortgage companies have a legal obligation to protect consumers during loan transfers between mortgage servicers. That means paperwork should not be lost and servicers should not lose track of a homeowners loss mitigation plans : however that has not been the case in my experience with Suntrust. Over the course of 8 weeks I've attempted to get my remaining monies from a loss claim that has been repaired and been told that I need to provide paperwork that I've already provided to the previous loan holder. Suntrust could not even confirm the amount that was still owed to me ... I received a call from them telling me they had resolved the missing information and mailed the check ... 3 weeks later when I called back in, as I had not received the check as told, I was informed again that they didn't know the amount I was speaking of and would need to send all initial paperwork to them and they would not reach out to the prior mortgage provider to get it. As a customer and mortgage holder I should not be collateral damage in the transferring and selling of my loan the Banks ' all make money on this sale and I at the end of the day feel I have been impacted negatively by it and still have yet to get the additional money that is owed to me. Suntrust needs to make this right.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55443
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: buyer of our house had his loan not approved but we were not told about it until one week before settlement.Ourt contract was ratified on XX/XX/XXXX and Suntrust sent a pre-qualification letter for the buyer.Within 37 days after ratification, we were supposed to receive another written notification that the loan was going forward.We never received it but the loan officer told the realtors that all was fine and moving forward.We, in good faith, moved out, bought a new place in anticipation of the XX/XX/XXXX settlement date.One week before settlement we were contacted that there would be no settlement and the buyers loan had failed.We feel that there was a misconnect and transparentcy was missing in this transaction and loan process from Suntrust.The buyer received his deposit back because his loan failed.We are left with two houses, total upheaval of our lives and a lot of stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying since XX/XX/XXXX to obtain a loan modification. We were denied the first time ; however, my income further declined in XX/XX/XXXXso i submitted a new request XX/XX/XXXX and finally have rec 'd notice We have had to borrow money to make the mortgage payments in the shortfall months where no rents come in - we can not be delinquent, as that will impact our ability to get student loans for our children in/going to college. the only option they give us is a short sale which tax consequences are going to cost us upwards {$75000.00} - {$100000.00} I do not understand how there was a period of time where many folks just stopped paying their mortgage and could wash their hands of all the debt deficiency but we have tried desperately to be good stewards. The only thing that seems to be acceptable is to stop paying the mortgage so we can meet the " delinquency requirement '' what is it??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2018-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I already submitted a complaint for discriminative closing of account without notice. From a deposit caused by my employer request : XXXX XXXX XXXX, of {$4900.00} issued by XXXXXXXX XXXX XXXX XXXX or XXXX, the check from bank statement returned unpaid because of counterfeit!!!! bank Suntrust applied a {$36.00} returned item fees + {$3.00} ATM balance request fee for a total of {$39.00} making mt account with overdraft fee - {$39.00} due to bank suntrust making the account closing! I submitted supportive documents on this website and the bank calls me acknowledging of making a decision about it ; but nothing else changed, I receive a letter of statement saying that no item were returned 0 item returned after 1 item deposit? but balance stays {$0.00} I did make a check of {$4800.00} to pay a merchant from that account, the {$100.00} balance should be my start up bonus from : XXXX XXXXXXXX XXXX! But the bank suntrust without clear explanation of what happened : why stating a returned item unpaid, than counterfeit, sending a legal copy stamped counterfeit????? why applying a return fee of {$36.00} and close the client account without notice? why stil clsed claiming that no item was returned, maintaining the account at the opening balance of {$0.00}, because this account was oened to make future deposits not immediate funding deposit???? why?? and moreover no apology written to shows their discomfort toward this succession of mistakes from their employees?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We were waiting for about two years to sell my house to a client and the bank keeps on telling me to renew my personal documents. This is due to us having another bank that they both ask me to renew my documents and after long periods of them asking me and me giving them everything they asked for, they got mad for no reason and told me that they don't want it anymore because apparently I took too long to send the documents that I always sent on time and they are putting the house under foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2018-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On Sunday XX/XX/XXXX I went to the atm at suntrust in XXXX TN. I made a deposit at the atm that consisted of a {$100.00} check and {$1500.00} in cash. The machine froze up and ate my money and my card was stuck in the slot. So I pulled my card out with a pair of pliers and had to leave. Ive filed 2 claims now and went by the bank on Monday the next day XX/XX/XXXX. I was told Id get an email for temporay credit. Its now day 3 since the event and I still havent received one. So now on Wednesday XX/XX/XXXX I have just left the bank again after speaking with the branch manager. Once again he just made a phone call and I was told the same thing again its going to be 7-10 business days. Thats 2 weeks without the money I needed to pay some things with. This is total bank error and not my fault since the machine glitched on me. I need my money back as soon as possible I hope this will help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2018-05-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My general complaint is " authorizations and/or holds '' that are placed on cards by merchants for services to paid at later time and not taken away when bill is paid. When Merchant bill is Paid in FULL, any " authorization or hold should definitely be removed if not immediately then at the very least within 24 hours. My recent experience Suntrust Bank over this demands looking into to. On XX/XX/XXXX I checked into the XXXX XXXX XXXX used my Suntrust card and a {$120.00} was put on hold for this stay. Upon checked out I paid bill of {$250.00} In Full on another card. Later when I realized something not right was going on with the Suntrust Account and the XXXX. I called the hotel first and they assured me the problem was with Suntrust, so I immediately called my bank to try and resolved this, explaining that the bill has been paid. They said I would need to contact the hotel to get this resolved and I explained I already had and they said " You '' Suntrust Bank is holding this up from clearing. I was also told on this call that it could take 3-5 days to clear. I said that is unacceptable, especially considering you can take my money with the stroke of a key. So, you can understand the frustration if this has ever happen to you. It is like both parties are playing " you '' back and forth like a ping pong ball. So, I recontacted the hotel and they assured me they were not the reason for this charge still being on my account. So, I called Suntrust back again after a 10 minute hold and asked for a supervisor to try and get this resolved. So, when they spoke to me, they told me the same thing ... '' it is the hotel holding this up '' and now this time was told it could take 5-7 days to clear and which time I went off like a cannon on this dude. Plus, to my second surprise, I was told for the First time that the hotel would have to give them a " confirmation '' number in order to get this cleared. I said fine, let 's call them right now, the manager is sitting by the phone waiting for this call. This supervisor refused to call or help other than say " : they need to call us ''. Wow, isn't it great how they try so much to help their customers. Amazing!! So, I am sure this has cleared up by today and probably not still an issue, but I wanted you all to know how frustrating this process can be between merchants and banks and that most importantly the customer, the guest or the client, whatever you want to call them, We are the ones that suffers during this process and it should not be this way. Thank you for your concern, XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27265
Submitted Via: Web
Date Sent: 2018-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A