Date Received: 2018-05-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XX/XX/XXXX Consumer Financial Protection Bureau Complaint Department To Whom It May Concern : On XX/XX/XXXX at XXXX XXXX, I spoke to your employee, XXXX, regarding case # XXXX. I would like to submit a complaint against Suntrust Bank for not following, my father, instructions to have his assets payable on death. My father along with other family members, had been a customer of Suntrust Bank for many years. On the advice of his attorney, XXXX XXXX, my father, with the stipulations of a Payable On Death ( POD ), opened a POD signature and a POD checking account on XX/XX/XXXX and a POD Certificate of Deposit ( COD ) account on XX/XX/XXXX,. Upon my father 's death, his daughter, supplied his death certificate. Suntrust Bank informed her, at that time, that they would release to only XXXX of the daughters ( see point # 6 below ) for the accounts opened on XX/XX/XXXX and they would not release the funds from the POD COD opened on XX/XX/XXXX ( see point # 7 below ). Suntrust did not follow my father 's nor his attorneys instructions for Payable On Death, due to multiple Suntrust bank issues. A copy of the Attorneys instructions were given to the bank upon opening his accounts and can be provided. Below I have provided a date progression of each step taken by my father and/or his daughters to properly set up the accounts and the issues that Suntrust made which prevented release of the POD funds upon his death. Dated Progression of instructions and issues : : # 1 XX/XX/XXXX My father and XXXX of his daughters met with XXXX XXXX , attorney, for instructions on following my father 's wishes. We received a letter to present to Suntrust Bank regarding Payable On Death accounts. # 2 XX/XX/XXXX Suntrust Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. My father along with XXXX of his daughters, met with XXXX XXXX, Branch Manager. We presented XXXX a copy of the attorneys letter and requested to open a POD checking account, a POD signature account.The bank computer system would not allow XXXX to show myself as both POA and POD. XXXX finally printed out copies of the completed POD.forms, POA forms and the personal accounts signature cards. # 3 XX/XX/XXXX I met at the Suntrust Bank XXXX XXXXXXXX XXXX XXXX branch with XXXX XXXX, Vice President Financial Advisor, to discuss best ways for my father to invest his assets. Opening a POD COD was decided best. # 4 XX/XX/XXXX My father and myself met with Suntrust Banks XXXX XXXXXXXX XXXX, XXXX XXXX, Client Service Specialist, XXXX XXXX. XXXX was requested to transfer funds from POD Signature Account into a POD COD using the same POD beneficiaries. XXXX was having computer system issues. During the wait to get the system working, my father, now age XXXX, became weak and requested to use lobby furniture to rest. When XXXX was able to get the forms printed for signature, since I was his POA, XXXX had me sign the forms rather than have my father try to sign in his weaken state. Only the copy of the Time Deposit Receipt for the POD COD was provided to me by the Branch manager, XXXX XXXX. Although XXXX did not provide me with POD copies, of the POD COD forms due to her computer copier issues. I was assured the POD COD was set up as the signature POD account was. # 5 XX/XX/XXXX My father owner of Suntrust POD signature, checking accounts and a POD COD account passed away. # 6 XX/XX/XXXX My sister, furnished a death certificate to the branch manager at the Suntrust Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX XXXX. She requested dispensing of all his assets to the PODs on file. This is when we were informed that his checking and signature accounts only had XXXX benefactors. My sister had the manager call me. I was on route home from the funeral responsibilities and could not provide her copies until I got home. On XX/XX/XXXX I sent my sister the needed copies and she delivered them to Suntrust. # 7 XX/XX/XXXX After multiple calls to XXXX XXXXXXXX XXXX branch, Suntrust XXXX phone # and call to XXXX office, with no success of getting a resolution, I finally reached the XXXX XXXX XXXX branch manager. She informed me that she had researched our problems. Once she received a notarized letter from each of the XXXX daughters she would release the Signature account and the checking account funds. As for the POD COD account, I was informed that XXXX XXXX had me sign the POD COD forms which my father was suppose to sign. I was informed Suntrust had sent requests to my father 's residence in XXXXXXXX XXXX. Due to my father 's age of XXXX, he did not recall receipt of said mail. Suntrust had been instructed that as POA, I was to receive all correspondence from the bank. I had even asked why they needed his residence address when I was assigned to make any business decisions for him and that I was to receive all correspondences. They told me they just needed to know where he lived. # 8 XX/XX/XXXX A detailed letter regarding difficulties receiving disbursements from my father 's accounts, along with copies of death certificates of my father and mother ; list of all the daughters their addresses, phone numbers and SS # s, and my divorce decree showing name change, was sent to the Suntrust Bank Account Closure Exception Team , XXXX. XXXX XXXX, XXXX, XXXX.XXXXXXXX-XXXX. The packet was stamped Received XX/XX/XXXX and returned stating Suntrust required court documentation naming the administrator of the estate or an Order of summary. The POD was set up to prevent this from happening. My father did not want his daughters to have to go through the courts. His desire was to have no issues and have the daughters receive his assets upon his death, as per the instructions given upon opening of the accounts. # 9 XX/XX/XXXX All XXXX daughters obtained notarized letters requesting closures and distribution of all my father 's assets. The notarized letters were sent to his daughter to deliver to the branch. Since she had such difficulty with the Suntrust XXXXXXXX XXXX XXXX branch, she chose to take the letters to the Suntrust XXXX XXXX. XXXX branch. The checks for the 2 smaller accounts were finally issued on XX/XX/XXXX, however, the check issued to myself was sent with no authorized signature. This check had to be returned for signature. The POD COD account funds have still not been released. We were again informed that the branch could not release the POD COD funds. # 10 Suntrust did send notifications to the my address in XXXX regarding account closure, name change and another unreadable notification. ( post office was able to deliver only parts of the last notification ). I didnt understand the name change notification. I called the XXXX number because I was afraid it affected the POD COD account, however it was for one of the closed accounts. I also do not understand why Suntrust was able to send notifications to my address now and not in XXXX. Upon checking online I discovered only one of the smaller accounts was closed. I had to call to have them close the unclosed account. Also the Suntrust Letter from the Account Closure Exceptions Department misspelled my last name. I would like to know why such a large incorporation does not provide a better customer service. Both the branches and the XXXX phone number employees were not able to put me in contact to a person that would be able to resolve the above issues. My parents, sister and myself had Suntrust accounts for many years. I used to promote their business to others. I can not express the disappointment the past months services have brought to me. I can provide copies of all forms discussed above. I believe since Suntrust had the letter from the attorney showing my father 's wishes along with the trail of the funds coming from POD accounts ( which he had signed ) to the requested POD COD, should prove that the funds should be released. The Suntrust errors of software issues and computer hardware issues prevented timely setting up and printing of new accounts and also the fact that they sent the notifications to the incorrect address prevented my father from proper notification to comply in the corrections of the Suntrust errors. Suntrust is holding the POD COD account and it was their mistake that prevented these funds from being released. I think Suntrust should honor my father 's wishes and intentions by paying the POD COD according to his instructions. Requiring his daughters to go through the court system would be dishonoring my father 's instructions and would be very costly to his daughters. It is very painful to have to be dealing with my father 's death and then having to deal with all the errors Suntrust made. Please help us to have my father 's wishes honored. Thank you for your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48124
Submitted Via: Web
Date Sent: 2018-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-22
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: Auto loan established with Suntrust bank. Made overpayment in XX/XX/XXXX of {$680.00} to be up-to-date on car payments. Advised per supervisor that remaing balance was approx. {$8000.00}. Car was repossed without knowledge XX/XX/XXXX. Vehicle was parked outfront of apartment building. Tow truck did not attempt to establish contact before taking vechile. Car was repossed by Suntrust Bank. XXXX XXXX ssi was purchased & auto loan established with Suntrust Bank back in XX/XX/XXXX. Made car payments up to XX/XX/XXXX to drop loan amount to approx {$8000.00}. Car was repossed as payment was 30days late yet contract states 60 days. Balance of {$8900.00} showing up in collections as increase on loan. However, never recevied 30day collection notice for late payment. No opportunity to make payment before vehicle was taken. This is fraud. Actions were taken by Suntrust Bank that are unjustified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83642
Submitted Via: Web
Date Sent: 2018-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/XXXX, SunTrust Bank send me copy of application that look like a forgery signature. A copy of application is hearsay. Hearsay are not allowed to use in court room. I will like to set a day for us to meet in person in XXXX, Florida on any day of the month of XX/XX/XXXX. I want to have expert handwriting to look at the original application with wet ink signature that you claim is mine. If you do not pick a date to meet in XX/XX/XXXX, I will assume that SunTrust Bank is trying to collect money from me by using a forgery signature.
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: 2018-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Suntrust Bank on XX/XX/2018 asking them to not pay my property taxes out of escrow since I had a contract to sell the house. They confirmed they could stop it on that day. The next day they took the money from my account in direct conflict of what I asked When I called back, I was told they could not stop the debit in time and {$2100.00} was taken from my account on XX/XX/2018. It is now three weeks later and the payment has not been sent to the tax authority. In other words, Suntrust Bank took my escrow money, did not pay the taxes and is refusing to reimburse me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2018-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our condo ( purchased in XX/XX/XXXX ) has had two tax bills due since the loan origination date. We have paid both tax bills ourselves since no tax payment was issued by Suntrust in XXXX to the District of Columbia tax authority. We made the first property tax payment ourselves in XX/XX/XXXX, after realizing Suntrust had failed to make that payment. Due to the payment being made late, we paid a penalty. However, a payment of {$2600.00} is indicated as being paid in our escrow statement in XX/XX/XXXX, and that amount was deducted from our escrow balance. A review of our condo 's real property tax payments in the DC tax database confirms that no payment of {$2600.00} was paid by Suntrust, nor was a tax amount that high due to the city. It appears that Suntrust made payment on the incorrect parcel. If you search our address, except use the " XXXX '' block modifier, you can see a payment of {$2600.00} applied on the date in question. We notified Suntrust of our complaint on XX/XX/XXXX. We were promised a resolution in ten calendar days. After that time, no follow up occurred. I made multiple phone calls seeking resolution and have consistently been told someone will call me tomorrow or the next day. No calls have been received to date, except the initial confirmation call on XX/XX/XXXX. WE submitted a Qualified Request on XX/XX/XXXX and have not received a response or confirmation of receipt. We are currently owed {$3600.00} by Suntrust This total is comprised of the false {$2600.00} charge allegedly submitted to the DC property tax authority in XX/XX/XXXX, which was clearly never paid pursuant to publicly available records, the {$130.00} in interest and penalty that we paid due to Suntrust 's failure to pay our second half XXXX tax bill, and the duplicate {$850.00} payment made in XX/XX/XXXX. This is just one of a long line of problems we have had throughout the lending process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2018-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was one day away from closing, XX/XX/2018 and SunTrust mortgage declined my loan. There was an issue regarding my taxes, which they had in their possession for weeks, which I immediately amended. However, they will not accept the amended copies. The other concern that is prohibiting me from securing the mortgage is that they are accusing me of purchasing the property for my child to live in which is not the case. I will be living in the property as my primary residence. I have explained my intentions verbally twice and in writing twice and they are still making the accusations. I may loose this property and feel they are discriminating against me by making these inaccurate accusations. I am also concerned as to why they are bringing my adult children into the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2018-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a home equity line of credit with Suntrust bank with XXXX balance but because there was a lien on the property my home insurance claims adjuster made the check out to me my wife and Suntrust bank. I discussed with the claims adjuster what if we closed the HELOC as there is no money owed on it and showed no mortgagee clause on my home owners insurance policy can he issue the check just in our names and the answer was yes. Upon our arrival at the bank I was told by XXXX XXXX as the amount was in access of {$15000.00} the check will have to be mailed out to their office in XXXX to be endorsed When I asked them to close the equity line another person at the bank XXXX XXXX said it will take 30 days or so to get the lien released and delay the process but they can send the check to XXXX and I will have it back in 2 to 3 days, this was on XX/XX/XXXX. I waited for the check till the XX/XX/XXXX no check so went back to the bank and spoke with XXXX XXXX and cancelled the equity line, and removed the mortgagee clause from the insurance policy and requested the claims adjuster to re- issue a check just in our name, as he was working on issuing a new check it came to his attention that the original check was already cashed by the bank, how could they cash a check made out to us and them without our endorsement, this happened on XX/XX/XXXX so went back to the bank and spoke with the manager XXXX XXXX hoping to get a check from them to no avail I am still waiting to hear back from them, they in my view they have committed a fraud by cashing this check. take
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: 2018-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XX/XX/XXXX - opened account XX/XX/XXXX - received email confirming digital banking enrollment XX/XX/XXXX - received email ( included ) confirming promotion enrollment XX/XX/XXXX - received phone call from Suntrust to review account and verbally confirmed eligibility for promotion on phone with banker XX/XX/XXXX - received voicemail from XXXX XXXX ( XXXX ) as part of a three week follow-up XX/XX/XXXX - escalated issue to XXXX at SunTrust about missing promotion XX/XX/XXXX - XXXX followed up stating I was ineligible for promotion due to having opened account on phone XX/XX/XXXX - followed up with XXXX with information to contrary showing I didn't have any outgoing phone calls to SunTrust, instead had incoming call from SunTrust XX/XX/XXXX - followed up with XXXX, he was escalating internally XX/XX/XXXX - followed up with XXXX, no reponse XX/XX/XXXX - followed up with XXXX ; received response later in day that not eligible due to state of residence XX/XX/XXXX - sent letter to Office of President at SunTrust ; never received a response SunTrust has deceived me with promotional terms to open an account, deposit funds for a duration and perform certain transactions, then never fulfilled promotion and then change terms to avoid payment, as is evidence by the initial denial for bogus reason, then denying with a new reason. The included email proves I was eligible, as they had my information for 3 days before emailing me on XX/XX/XXXX for confirmation of promotion. If ineligible, then should have been notified then, not misled for SunTrust 's benefit. Suntrust 's failure to state ineligibility based upon state of residence while confirming enrollment is implicit acknowledgement of eligibility based upon all initial terms of promotion, except transactions which would have to be performed thereafter, and were all performed as required.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Claiming I am in default for {$2300.00}. Which I am not only have a few payment remaining about 9 payments till house is paid off.Threatening foreclosure on house with extra fees on market analysis or appraisal that will be ordered within next few days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77598
Submitted Via: Web
Date Sent: 2018-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: About a week ago I opened an account online with SunTrust. I was approved and given my checking account number and savings number and told to make a deposit. I made a deposit with the intention on paying some bills and the branch employee took my cash and there was no issue. Yesterday I go to withdraw {$50.00} and right in branch I was told my account was closed and they didn't have to give a reason. My auto pay was set up for that account and as a result I occured returned check fees because I was never told how or why they closed the account and if there was a problem why approve it in the first place. This account messed up my bills and caused me a lot of late fees and check return fee because it was closed without my knowledge. This account even appeared on my credit report as a NEW OPENED ACCOUNT. But SunTrust wasn't the company I was told about. They did not take care of me and I will be telling everyone on my blog and my website and everyone business owner in my XXXX XXXX XXXX not to bank with this company!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A