Date Received: 2018-04-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is about a particular individual at Suntrust mortgage. Our assigned processor is XXXX XXXX XXXX. XXXX XXXX has been extremely difficult to deal with since day one. I have had to get the VA rep, XXXX XXXX, involved in the file multiple times because XXXX does not listen to reasoning nor fully understand the fine details of her job and the VA loan process. We have been working on this short sale since XX/XX/XXXX. We found a buyer and submitted all documents to Suntrust on XX/XX/XXXX. XXXX XXXX informed me on XX/XX/XXXX that the NOV came back at {$100000.00}. After further questioning, she finally divulged that the NOV was returned to the VA on XX/XX/XXXX and that it was only an exterior appraisal. Knowing that the VA does not usually accept exterior appraisals, I told her we would be needing a new appraisal. I also asked for the reason for the delay in providing us with the NOV for over 3 months but did not get a response. After contacting XXXX at the VA, we were finally able to get the appraiser to enter the property and conduct a full appraisal. XXXX continued to press me for a full priced offer of {$100000.00} even though she was aware that the VA was working on the file and a new appraisal. During this time, I was able to convince Suntrust to postpone the foreclosure on XX/XX/XXXX. On XX/XX/XXXX, Suntrust informed me that they sent the homeowner paperwork and refused to send me a copy via email or fax or even postmail even though I have full authorization on the file. This caused XXXX to get involved again and after she was able to get the documents, she sent them to me. I assisted the homeowner in completing the documents and submitted them back to Suntrust. On XX/XX/XXXX, the issue with the appraisal was resolved and the NOV set at {$88000.00}. I was able to get the buyers to come up to {$87000.00} and exceed the net for the VA. A week after I submitted this information ( on XX/XX/XXXX ), XXXX called me to let me know that they would not be able to accept the offer until after XX/XX/XXXX and they will have to redo the appraisal. I explained that they just completed an appraisal and she insisted that the appraisal was expiring on XX/XX/XXXX. Even after explaining to her the length at which a VA appraisal is valid and reminding her that they reappraised due to the exterior only, she refused to comply. Once again, XXXX from the VA ( who has been phenominal ) had to get involved. After a few days, she let me know that Suntrust had finally acknowledged the new appraisal and were set to approve the short sale. After not hearing from Suntrust for a week, I called on XXXX to inquire about the approval. XXXX said that Suntrust dis approve the sale and mailed the homeowner documents. I requested a copy and she denied me stating " [ I'll ] have to get that from XXXX . XXXX. '' I explained that every short sale I have worked on in the past 5 years has sent me the approval letter as well and some of those were with Suntrust Mortgage. She refused and stated that she will not send me the documents. The VA is again, trying to get the documents from Suntrust so that my office can have a copy since the homeowner is often in the hospital. XXXX XXXX has done nothing but delay the short sale and make this transaction much more difficult than it needs to be.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I took out a HELOC with Suntrust Mortgage in XX/XX/XXXX. After the Crash, I had to file a Ch XXXX BK in XX/XX/XXXX. Then I did a Loan Mod with my first XXXX XXXX in XX/XX/XXXX. I went back to Suntrust in XX/XX/XXXX to find out my Balance as I was going to give it to my Attorney to start the process of having that lien discharged, voided or scrubbed. Whatever you call it. Suntrust told me back then that I owed them nothing as the loan balance was XXXX. They lacked total candor and hid a lot of things from me so I could not do what I had the legal right to do. Now I am selling my home and they want to take all my proceeds to line their greedy pockets and ruin my retirement. This is WRONG, DIRTY and UNSCRUPULOUS what they did to me. I NEED YOUR HELP PLEASE. PLEASE READ MY FULL COMPLAINT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2018-04-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened a new online with Suntrust online on XX/XX/XXXX. A debit card was supposed to be issued to me. I called Suntrust customer service on XX/XX/XXXX to inquire if the debit card had been sent because I did not receive it. I was advised to wait until Monday XX/XX/XXXX to see if it arrived by then. However, I never received the debit card. On XX/XX/XXXX, I logged onto the account online and saw a {$480.00} withdrawal that had been made on XX/XX/XXXX. I called Suntrust to report this as fraudulent because I never received the card. I received an automated email from Suntrust on XX/XX/XXXX stating there was a hold on a deposit made on XX/XX/XXXX I logged onto the account online and saw an ATM deposit of {$5500.00} had been made. I did not make this deposit and I reported this as fraudulent activity as well, through the Suntrust website. At some point during the next week, my online account access was revoked. On XX/XX/XXXX, I received two form letters, one for each claim, stating that my claims were denied. On XX/XX/XXXX, I called the phone number listed on the form to determine why the claims were denied. The customer service agent would not provide any information but stated that I could request that documentation be provided to me. I made a request for the documentation to be emailed but was told it could only be sent via mail. So I requested that it be mailed to me. However, I never received any documentation. I was told that I could appeal the decision and that a rebuttal form would be sent to me. I received that form via email on XX/XX/XXXX. On XX/XX/XXXX, I also went into a local branch for assistance with the issue. I was notified that my online account access was revoked because the account had been frozen. I asked to withdraw the funds remaining in the account but was told I would not be able to do so. On XX/XX/XXXX, I returned to the local branch with the completed rebuttal forms and they faxed them to the fraud department along with completed affidavits of fraud. I attached the police report showing that we had reported mail being stolen along with hotel and rental car receipts showing that I was in Arkansas when the fraudulent transactions occurred in Georgia. Despite calling numerous times over the next month, I was never given any information about the status of my case or allowed to access my remaining funds. On XX/XX/XXXX, I received emails stating that my fraud claims were denied. After calling and speaking with customer service, I was told that I could not appeal again. No explanation was provided as to why the claims were denied. Once again, I made a request for the documentation to be provided re the denials. To date, I have not received any documentation and Suntrust continues to hold the funds remaining in my account ( approximately {$500.00} ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2018-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-04
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: Both creditor sun trust bank and agency credit report XXXX are not willing to take out the bad report from The account that is not mine! i was just authorized user for sometime for work related and I understand account has been charge off cause the account owner has passed away
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2018-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2018, I made my car payment of {$420.00} cents as I do every month on the XX/XX/XXXX. My car payment isn't due until the XX/XX/XXXXof each month, but I pay it early each month. This particular month, I didn't know that I would be trading my car in on the XX/XX/XXXX ( which was an upside down loan, the car was worth less than I still owed on it, and the interest rate was absolutely horrible, as well as the company who it was financed though. ) This amount was never applied to my loan balance until the XX/XX/XXXX. I attempted to get my money back from the company and my bank, Suntrust. The company ( XXXX, XXXX XXXX XXXX..a perfect name for them btw, as they take advantage of people with their predatory lending ) was contacted on the XX/XX/XXXX and XX/XX/XXXX asking how I could get my money refunded, as when I traded the car in on the XX/XX/XXXX, the car was paid off by the dealership that I'd received my new car from. I was told that I would need to reach out to my bank Suntrust in order to get my money refunded. I did that and had to file a dispute of payment on my debit card. My claim was denied as Suntrust claims that it was a valid transaction. I never said that it was not a valid transaction and that is not the reason that it was disputed. I disputed it as i was told by XXXX that was the only way I could get my money refunded. This charge was pending on my account until XX/XX/XXXX, which is after my car had been paid off by the dealership who gave me my new car. It was applied to my payment after the fact that the car had in fact been paid off. Before I attempted to file a dispute claim, I tried to do a stop payment with my bank. I was told that since the payment wasn't showing as a recurring charge on their software, that it couldn't be stopped. I can show a years worth of payments made on that same date if needed. Suntrust failed me with their dispute system, as the reason they gave why the claim was denied had nothing to do with the reason the claim was filed in the first place. They are literally one of the worst banks to work with, even after sending in all of the proof that the car was paid off on the XX/XX/XXXX, and the payment was still pending on my bank account until the XX/XX/XXXX, meaning that the payment was never applied to my car loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29673
Submitted Via: Web
Date Sent: 2018-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from SunTrust mortgage that I was going to be referred for foreclosure unless I paid {$3900.00}. The last payment I made to SunTrust was on XX/XX/XXXXfor {$1000.00}. When I called to set up payments, the agent stated that I could " try '' to make payments, but there was no guarantee that SunTrust would accept these payments. I called the next day ( XX/XX/XXXX ) and asked to speak with a supervisor because I was told that my payment of {$1000.00} was held because I was past due and this payment would not be applied until I brought the account current. I asked the supervisor to apply the payment and to not hold it and he stated that he would not and that my loan paperwork stated that payments could be held until the account is current. SunTrust is not the original loan holder and I have yet to receive a copy of this signed paperwork that I have requested. I have since mailed them {$2000.00} on XX/XX/XXXX and another XXXX today, so the loan is current. SunTrust also calls excessively, sometimes up to 8 times a day and never leaves a message. All agents of suntrust continuously pushed Loan Modification on me even after multiple statements that were made by me that I would be bringing the loan current by the end of the month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing today in wish to obtain your help. Currently I am working on examining my credit, paying down my balances, and pursuing better credit worthiness. You play an essential role in this process. I am asking about the account number referenced in this complaint. I see you have reported me 30 days late to the credit bureaus ( XXXX XXXX and XXXX ) on XX/XX/XXXX and I am submitting this to have this remark pulled back. I had believe I had made all my payments on time, the only thing I could imagine, is that my statement didn't get to me in time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing now in hopes to receive your help. Presently I am working on examining my credit, paying down my balances, and working toward greater credit worthiness. You play a very important part in this process. I am asking about the account number referenced in this complaint. I see you have reported me 30 days late to the credit agency ( XXXX XXXX XXXX XXXX ) on XX/XX/2017 and I am writing this in order to have this remark pulled back. I had believe I had made all my payments on time, the only thing I could possibly think of, is that my statement didn't get to me in time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/17 and XX/XX/XXXX17, I have requested that this authorized user card be removed from my name and from my report. I have no financial liability for this card and do not wish to be an authorized user for this card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33133
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Suntrust Bank is reporting a balance of {$580.00} on a closed account and FP ( failed to pay ) from XX/XX/XXXX until today, XX/XX/XXXX. The last payment on my settlement was paid and received on XX/XX/XXXX.I have a letter stating " your account is settled in full and your obligation to us and the above named creditor is now satisfied '' referencing this date. I have disputed with the credit bureaus and Suntrust, after every investigation Suntrust refuses to update per the correct information contained in this dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2018-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A