Date Received: 2018-04-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: XXXX County Tax collector returned my {$1600.00} to Sun Trust Bank in XXXX, FL on XX/XX/XXXX, electronically, to be returned for credit to my XXXX XXXX XXXX XXXX account, by the same means they received it that same day. Sun Trust Bank sat on the funds for four days before sending it back to my account electronically on XX/XX/XXXX via XXXX. XXXX has not yet put the funds back into my XXXX XXXX XXXX XXXX account. ( Due to my week long investigations, I have learned that XXXX XXXX XXXX uses their own software to send funds over XXXX. If this is true, Sun Trust may have used the regular XXXX channel instead of the XXXX XXXX XXXX channel they received them on, and the funds are in limbo due to Sun Trust mishandling of them. )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33510
Submitted Via: Web
Date Sent: 2018-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: XX/XX/XXXX - I responded to a promotional credit card offer from Suntrust ( offer attached ). As part of the application process, I provided account information for my XXXX XXXX Credit Card as a card balance I was interested in transferring. This account is currently under a 0 % interest promotional period until XX/XX/XXXX. I was interested in transferring the balance before the promotional period expired. XX/XX/XXXX - I received notice via e-mail that my application had been approved for a credit line of {$2300.00} ( see attachment ) XX/XX/XXXX - I received a letter from Suntrust stating that since my approved credit line was less than the balance I had requested to transfer, Suntrust would transfer {$2300.00} of the approximately {$4500.00} balance from my XXXX XXXX account unless I instructed them otherwise. XX/XX/XXXX - I e-mailed Suntrust customer care using the only e-mail contact available on the Suntrust website advising that I was not interested in transferring a partial balance from my XXXX XXXX account and specifying two smaller balance accounts to transfer instead ( see attachment ). XX/XX/XXXX - I checked my XXXX XXXX balance and realized that Suntrust had transferred {$2300.00} against my instructions and against their written policies ( see attached disclosure ). After a little more research, I determined that Suntrust had transferred not only the XXXX XXXX balance that I had instructed them not to, but the smaller card balances that I had requested resulting in my having a balance of {$3800.00} ( {$1500.00} over my approved credit limit ). I again e-mailed Suntrust and requested an explanation ( see attachment ). After several e-mails and telephone calls to Suntrust 's Customer Comment Line ( which uses a very complicated automated system and has many tiers of CSRs without the authority to resolve the issues ), I received a voicemail message yesterday from XXXX XXXX, a Suntrust representative, advising that they had e-mailed XXXX XXXX and asked them to return the {$2300.00}. XXXX XXXX stated that that was Suntrust 's final resolution to the issue, and they had no intention of taking further action. A copy of my Suntrust statement is attached showing that Suntrust charged interest on the entire {$3800.00} balance and is currently showing a minimum payment of {$1500.00} due on XX/XX/XXXX. I have worked for years to maintain and improve my credit score. That is why I applied for this card. Instead, Suntrust 's actions have already caused my credit score to drop 72 points. If they are allowed to require a minimum payment of more than {$1500.00} in two weeks, I will never be able to recover. If their actions were good faith errors, why are they not interested in correcting them?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: SunTrust mortgage Charged off a 2nd mortgage of {$60000.00} in XX/XX/XXXX. I have credit reports to document charge off status. InXX/XX/XXXXI asked to have charged off account deleted from my credit report to assist in credit rebuilding. I have a letter from Suntrust Deleting the Trade Account. SunTrust did NOT release the lien on the property. I am attempting to refinance and being told I must pay back {$55000.00} to clear title.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95678
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I moved from Colorado to Florida in early XX/XX/XXXX and opened a checking and savings accounts with Suntrust in XXXX XXXX Fl. I deposited a cashier 's check issued by XXXX XXXX XXXX XXXX ( escrow refund ) in the amount of {$3100.00}. I went to Suntrust on XX/XX/XXXX and was told that my account was on hold because the cashier 's check was fraudulent as of today Suntrust is refusing to return my funds. I have talked to several people at the XXXX XXXX bank and had many phone calls with the XXXX TN office and all I'm told is the cashier 's check is fraudulent and I won't be getting mu funds back. This is just wrong. I have also had a number of conversations with XXXX XXXX XXXX ( XXXX ) XXXX, e-mail XXXX. I talked to XXXX XXXX on Friday XX/XX/XXXX and she said the both the fraud and mortgage departments have assured her that the cashie 's cash is good. This has been an up hill battle and Suntrust has done nothing to try and resolve this issue. I was told that there was a note in my file that they contacted XXXX XXXX XXXX and were told the cashier 's check was fraudulent. This is completely untrue. I just want my funds back and any assistance you give me would be appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2018-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: A close out check issued from XXXX XXXX on XX/XX/XXXX in the amount of XXXX, it was deposited via mobile app on XX/XX/XXXX, this check reflects the amount left in my checking account with XXXX XXXX. Unbeknown to me, a stop payment was placed on the item for reason ( s ) unknown to me, I am still trying to find out why they stopped payment on the item after they agreed to send check, they do in fact owe me the funds. Check was deposited to my Suntrust account and is now overdrawn due to stop payment, overdrawn amount includes numerous overdraft fees, a total of 14 plus a returned check fee. Due to status of my XXXX XXXX account, there is a special department handling it which works off a voicemail and they do not return my messages. A separate complaint is on file with CFPB in regard to stop payment and status of missing funds. I attempted to reach out to Suntrust executive office in regard to resolution of overdraft fees and returned check fee as stop payment appears to be an error on XXXX XXXX, not my fault. I was unable to reach anyone in executive office, just customer service and a few reps working in different branches. I need these fees refunded
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: 2018-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-13
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I went to open an account with XXXX XXXX XXXX and they closed my account stating i had an issue with a Suntrust bank but I have never had Suntrust bank at all. I called Suntrust and went through their fraud department and got a case number with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32796
Submitted Via: Web
Date Sent: 2018-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Suntrust Bank, located at XXXX XXXX XXXX, XXXX, FL XXXX has at least 1 bad seed amongst them. We always did business with branch near our home, but on this day, we needed to handle a large some transfer while working. So we decided to go to the XXXX location. Only the teller & the manager would know that this large sum of money would be hitting our savings account & when it would clear, along with having my husband 's Driver 's License with signature & the knowledge that there was a large sum. Most people do not have that amount. We usually don't either, but we just sold a house & just transferred the money to our account. Right after the money was cleared to our savings, {$65000.00} was transferred on XX/XX/XXXX from our savings to our checking. Then at the same time, {$9400.00} was taken in cash from the fake ID that was made, just under the {$10000.00} radar. Right after that, the man had a cashiers check made out from the same account for {$56000.00}. All transactions were done in person with a teller in another state. Suntrust flagged it immediately, but never notified us of any suspicious activity. Two days later we noticed {$65000.00} missing from our account. The cashiers check had a stop put on it immediately, but never were we contacted of a security breech. Also, Suntrust has not put the {$56000.00} back in my account as ofXX/XX/XXXX even though they have a stop payment on it. One bad seed has destroyed our trust & security after 40 years of banking & loans. We have no other choice, but to go to another bank because all of the personal information that was sold off. That person still has access to our accounts & all of our personal information. Plus we noticed, that when they set up the new accounts they didn't take our pictures to have some verification, like many other banks do. We are not saying this couldn't happen at any other bank, but at the moment we are not safe at Suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2018-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My wife and I received a letter dated XX/XX/2018, that all of our accounts, including my daughters savings account, were being closed. There was no reason given, and I attempted to find out why and was shut down. I have requested a copy of my report from XXXX XXXX, and as of now, have no idea why my accounts were shutdown. I have not overdrawn any of my accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33433
Submitted Via: Web
Date Sent: 2018-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Someone hacked my XXXX acct which is connected to by Suntrust bank card on XX/XX/2018 for {$1100.00}. there where originally 5 different transaction transferred for {$100.00}, {$100.00}, {$400.00}, {$400.00} and {$500.00} total XXXX but one of the {$400.00} got flagged and cancelled and was refunded. I got an fraud alert from the bank for the 2 {$100.00} transactions which was the first 2 that happened at XXXX these transactions happened from XXXX. First off why did it take them so long to notify me and from my understanding when a fraud alert is sent the card is placed on hold until you are able to verify transactions. well that was not the case here because the hacker was able to make 3 additional transactions 1 in which we know was stopped and returned.. my question is why wont they all immediately stopped? They got XXXX in 5 mins which could have been prevented if they had placed card on hold when the first 2 initial alerts came in. So i file a claim of course and they denied it saying that the transactions match my spending habit! Are you serious? There is no where in my bank transaction history that suggests that I spend that kind of money on a regular because I don't because I don't have that kind of money just to be sending random people. So i file a rebuttal claim and sent them the transaction history for that day. after i called bank regarding the fraud claim and my card was closed someone else tried to request another {$1000.00} but didn't go through since i had already removed card info and that claim was denied as well because i didn't provide any additional info from the first time. Now i'm no computer genus to know how to track down a hacker. Its that the job of the fraud department to find out where and whom my money was sent to? Now i have to wait again on XXXX to respond to my request for help because they didn't the first time. All i want is for Sun trust to do they job and find my money so i can get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2018-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-10
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have an outstanding loan with XXXX / SunTrust in respect of a loan from last year. I submitted a request online and followed up with a phone call today. I spoke with a customer service person and, when he said he could not help, with his supervisor " XXXX ''. Both were civil but condescending and not helpful. I was requesting a copy of a pay stub or pay stubs that they have and confirmed they have. I submitted the pay stubs as part of my loan application. Since then, I have changed jobs, no longer have access to my former work email, and do not have a copy of the pay stubs. My former company has given me a XXXX but has not been agreeable to provide copies of pay stubs. As a customer and owner of the personal data in the pay stub, I asked XXXX to provide a copy, provide access, or confirm data in it. They refused to do any of those things and said that the information does not belong to me and that they will retain the document but will not give me a copy of it. I believe that's inconsistent with their policies, my rights in the data, and of course it is ridiculously poor customer service. I have made all of my payment on time and, in fact, I have prepaid a large portion of the outstanding loan. Due to events outside of my control, I no longer have copies of my pay stubs but as a responsible borrower and taxpayer I would like to have copies of my own pay stubs. Accordingly, I am making this complaint. I would like LightStream/SunTrust to provide me access to pay stubs and my own personal data submitted together with my loan application. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77005
Submitted Via: Web
Date Sent: 2018-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A