Date Received: 2018-04-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Suntrust Bank opened up a checking and money market account for me on XX/XX/XXXX. I deposited XXXX in the money market account and XXXX in the checking account. On XX/XX/XXXX Suntrust told me my accounts have been closed due to undisclosed federal regulations. They would not tell me the reason even after going into the branch. They then told me my money would take 30 days to mail back to me. I find this unacceptable that over $ 21k dollars is tied up by the bank for this long.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2018-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have been before the CFPB before concerning SunTrust bank. After the 2 previous complaints SunTrust refunded fraudulent fees they were charging to my savings account and discontinued the practice of sending me unrequested monthly statements and then charging me for them. How ever as of XX/XX/XXXX the XX/XX/XXXX SunTrust is again fraudulently charging me a monthly maintenance fee of XXXX. This time its my checking account. I have never seen this charge before. This is the first time they have done this as far as I know. My account was originally a " XXXX '' maintenance free checking account. that was in XX/XX/XXXX I believe. The only stipulation was that I allowed XXXX to transfer XXXX dollars a month from my checking to my savings. I agreed and sign up for the maintenance free account. Then XXXX bought out XXXX, and my account remain as I sign up for, a maintenance free account. Finally SunTrust bought XXXX, and inherited my Maintenance free account. I have not requesting any changes to my account type or status. It is a maintenance free account and I want it to remain as such. For the most part SunTrust follows the account legal agreement and transfers XXXX on or about the XX/XX/XXXX of each month to my savings account which is part of the agreement. they did so on the XXXX of XX/XX/XXXX. The only issue I have with them currently is that they are now deducting a XXXX maintenance fee and my account is a maintenance " free '' account. This is the 1st time they are doing this and I want them to stop it before they do it again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Hello, I have a story for you. On XX/XX/XXXX approximately XXXX XXXX to XXXX XXXX I drove up to the ATM machine at the Suntrust located at XXXX XXXX XXXX XXXX, XXXX, FL. I had approximately {$1300.00} in cash, XXXX {$100.00} bills. I proceeded to put my debit card into the ATM machine, go into my account and put cash deposit of {$1300.00} in. After putting the cash deposit in the ATM, the machine proceeded to make a sound as if it was counting the money. The screen then had a readout of {$1200.00} with the complete deposit button. This was in accurate so I pushed the return money button. The machine started to malfunction, the cash and check entry area door started to open and close with no money going into or out of it. At that time is spit out one, {$100.00} bill then the door opened and closed and XXXX more XXXX dollars came out in the form of {$100.00} bill. The ATM screen then seem to glitch and it said that it was temporarily unavailable. I did not receive a receipt my ATM card was rejected., leaving {$1000.00} unaccounted for. I proceeded to look into my mobile app on my XXXX to see if I had a pending transaction of {$1000.00}, there was no deposit of {$1000.00} and there was no pending transaction of {$1000.00}. I proceeded to call Suntrust after a 45 minute rigorous hold. I got a representative on the phone. I asked for them to look in the administrative side to see if there was a pending transaction or any transactions on my account during this time. They said the account showed zero activity and nothing pending. I told them I was outside the ATM, not moving and Im demanding my money back. They said in 10 to 15 days they will do an investigation and theyll tell me the outcome. I told them this was unacceptable and I just been robbed by a machine and I demand my money once again. I asked to speak to a manager. I spoke with SunTrust representative. They were of not help and sounded robotic as if they were reading from a script card. I proceeded to go up the chain to the fraud division. They said theyll do an investigation and to be at the branch first thing in the morning to talk with the branch manager. I told him this was unacceptable. So I contacted the XXXX Police Department reference the theft of {$1000.00}. Officer XXXX XXXX from the XXXX Police Department arrived on scene and I explained to him the situation. Officer XXXX, XXXX proceeded to take an intake and do a report reference case # XXXX. I notified the bank that I filed a police report and on XX/XX/XXXX. No response as if they didnt even care. I arrived at the Suntrust XXXX branch where the incident had occurred at XXXX XXXX., next day. I signed in as a non-appointment and spoke with a female that was in charge of handling walkins and appointments. I proceeded to explain to her the situation she said there was nothing that she can do. I explained to her that I talked with the corporate branch of SunTrust and they told me to come in so you can do ATM cash count to see if there was an overage in it ... XXXX so I can get my money returned. She told me that the ATM was not theirs ( Suntrust )??? and it was owned by XXXX the conversation was not constructive and went nowhere. I demanded my money but no response was given. I then contacted XXXX and explain to them the situation. They stated to me that they only deposit money and withdraw money and take it to the federal reserve and that the ATM is the responsibility of Suntrust!, and its theirs. Ive been filed a complaint with FDIC and Consumer Finance Protection Bureau and have informed my lawyer case # XXXX, I spoke with a representative on the phone from SunTrust that was rying to get me to self incriminate myself so the investigation can be dropped and I lose my money! SunTrust is treating me like I have robbed them! As of this time, there was no word on the money or if Ill ever get it back. XXXX XXXX Cell. : ( XXXX ) XXXX Email : XXXX This has been a major inconvenience and the money was being deposited for travel expenses and luggage to travel to DC reference ill family member thats probably going to pass. Suntrust has not been very helpful or reassuring.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34714
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Attached you will find pdf copies of 3 loan disclosures : 1. Issued on XX/XX/XXXX ( Loan Estimate Redisclosure Package ) It states my loan amount as XXXX and Interest Rate of 4.25 % Under projected payment, it listed my mortgage insurance from Year 1-7 as $ XXXX/Month and Estimated total Monthly Payment as XXXX 2. The next disclosure I got was on XX/XX/XXXX ( Initial Closing Disclosure ) It states my loan amount as XXXX and Interest Rate of 4.25 % Under projected payment, it listed my mortgage insurance from Year 1-7 as $ XXXX/Month and Estimated total Monthly Payment as XXXX Between XX/XX/XXXX and XX/XX/XXXX, I did not receive any other update on my loan estimates My closing was on XX/XX/XXXX and I was being told 6 days before the closing that my mortgage payment has increased by XXXX $ /month I escalated the issue to the loan officer and they informed me that it was a mistake on their part. I lodged a formal complaint about why I am informed of this change 6 days before the closing date and this feels like a being held hostage and leaving me no option but to comply and pay this extra amount for the next 7 years. Over a period of 7 years, this is an extra {$7000.00} that I am being penalized for 3. I lodged a formal complaint and then 3. On XX/XX/XXXX I received another disclosure which made the mortgage insurance again XXXX. I assumed that they have corrected the issue and so I went for the closure At the title company, there was no representative from the bank and the title company documents showed the mortgage insurance back to XXXX/month. At that time the only option I had was to either not sign the documents and lose the house ( at this time I had already given notice to my apartment company that I would be vacating my apartment by XX/XX/XXXX, so not getting the house would have put me on the streets ) All of this experience left a really bad experience about Suntrust in particular and banking in general. As per the fair lending act, the lender should disclose all payments correctly and not throw any surprises at the 11th hour. On top of that when they admitted a mistake they tried to hide it by sending me a 3rd disclosure informing everything has been corrected. Now someone can say XXXX $ is only 2.67 % of the monthly payment and I can always pay another 10 % in principal and stop the mortgage payment. To that I would like to counter where do we draw the line and stick to the principles of it?
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: 2018-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I'd like to know what is the total interest that I have outstanding on my loan. SunTrust will only send me an amortization schedule in .pdf form ... but they refuse to add up the total. The contact center rep and his supervisor indicated that the amortization schedule is generated by the " system '', and that there are no resources in this bank of 23,785 employees to do add it up for me. This means that I ( and all other SunTrust mortgage holders ) will have to manually add up the schedule of 170 seperate payments ( 12x15 years ) for the total amount of interest I will pay on this loan. I suspect, that the bank wants to hide the total interest that I owe on on this loan ; as this figure is probably quite high. That's unfair. I would appreciate it if the CFPB would investigate SunTrust Banks , Inc. and encourage the back to be more transparent in providing loan information to its customers.
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: 2018-04-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: I brought my last 2 cars from XXXX XXXX in XXXX N.J. I would iof continued buying cars from XXXX but I recently discovered they paid the payoff on my last trade so late it plummeted my credit score. I called and the staff assured me the payoff was sent. The finance people at XXXX lied and blamed it on the holidays and said they personally had sent it out. I traded my car XX/XX/XXXX. They made the payoff almost XX/XX/XXXX I started receiving calls at my job mid XX/XX/XXXX after returning from vacation that my payment was late for a car I didnt own I called them and was told the owner would clear it up with the bank which they never did. I never even got a call back from them I went from over a 800 credit score down to very low XXXX as a result I have worked so hard to preserve and maintain my credit all my adult life to have this happen This is impacting my purchasing power as I am on the market for a new home and a vehicle for my son I plan to file a complaint against them with the XXXX Bad business practices
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: My Name is XXXX XXXX XXXX, on XXXX, 2018 I wired {$65000.00} to XXXX XXXX Account number XXXX and routing number is XXXX from my account in XXXX XXXX XXXX account # XXXX not knowing that someone have hack into the email and change the account number. XXXX XXXX of XXXX have file a complain with FBI, I have not file a complain with Suntrust yet. dont know where can I find them. since the account and name does not match they shouldn't accept the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Suntrust closed my bank account. I only found out after I tried to activate a debit card. I spoke with 3 representatives over the phone, and one via their chat option. I was simply told that the account was closed due to suspicion of fraud. I applied and opened the account on WednesdayXX/XX/XXXX at XXXX XXXX. I called 2 days later to confirm that by opening deposit had made it to the account, but was told not yet. I called again on Monday the XX/XX/XXXX and was told the funds did reach the account. I received the debit card in the mail on Tuesday the XX/XX/XXXX. When I called to activate the debit card, I was told the account was closed due to suspected fraud. At no time did anyone try to reach me via phone or email to warn me that the account was compromised or under review for suspicion of fraud. The account is closed and I do not have access to my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I bank with SunTrust since last XX/XX/XXXX and as of XX/XX/XXXX they closed my account for no reason, something about rules and regulations and I contacted a lawyer and was told to go to one of the branches and close the account out on my own and take my money and bank some place else, but they told me I couldn't do that either, so I'm on the verge of being homeless cause I don't have any money, I've done everything and no help. I haven't done anything wrong. Please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30260
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Ok the problem is SunTrust bank, in my work they pay me on Friday I deposit the check at same Friday and the bank puts the check on hold for over a week. I call my boss and he chow me his bank online and SunTrust take the money next day after depositing .I call sun trust customer service meni times and they don't know what is happening w my money Thanks I hope you can help me to find a answer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33010
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A