Date Received: 2018-03-12
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: On XX/XX/XXXX I went XXXX XXXX and applied online. I look it XXXX XXXX and tried send Credit Union and you could not send it XX/XX/XXXX at XXXX XXXX. So Saturday, XX/XX/XXXX I tried it again and I could not again. So I want too XXXX XXXX XX/XX/XXXX XXXX XXXX, Account Credit Union XXXX, XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) XXXX, Tx XXXX and Social Security number XXXX. I apply XXXX XXXX XXXX {$19000.00} and gave them $ XXXX {$14000.00} total. I apply of 3, so I took XXXX XXXX Account # XXXX, Sun Trust Bank. It took them 2 hour and not able approve XXXX, Tx. Credit went down XXXX XXXX and XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 758XX
Submitted Via: Web
Date Sent: 2018-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have hard inquiries that I never had authorized..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90621
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: OnXX/XX/XXXX the bank contacted me because of suspicious activity on my debit card. On XX/XX/XXXX at XXXX, the case was filed, I was told money would be refund in 3-5 days. I contacted the bank on the 5th day and was told I would have the money the next morning. I then called on the 6ty day, no resolution. I went into the branch in the 7th day and spent 4 hours. Both the bank employees and I were given the run around on the phone. Finally, I was told by XXXX XXXX, a supervisor, well we haven't even gotten around to assigning the investigator yet so dont hold your breath for your money ''. In the meantime, I have contacted all the disputed charges amd confirmed that the names, addresses, and shipping info are nowhere near my own for any of the charges being disputed. Now we are in the 9th day, I keep getting the run around. I was just called by a XXXX XXXX in the client advocacy department only to continue getting the run around with no resolution. XXXX told me that it will now be another 15 days before I am even contacted to discuss the situation. I am a single mother and my daughter is literally without food because no one at this bank can give me accurate information or resolve the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our firm, XXXX XXXX, XXXX, has been monitoring our client 's request for release of property insurance funds issued for damage repairs that began in XX/XX/XXXX and worsened in XX/XX/XXXX after Hurricane Irma. Checks issued to my client in XX/XX/XXXX and XX/XX/XXXXby her insurance company are currently being withheld by Suntrust. Our firm recently became involved in this case and became aware of Suntrust 's refusal to act diligently and adhere by both the Mortgage and FHA guidelines requiring the release of funds for the necessary repairs. In XX/XX/XXXX, my client received the first check from her insurance company for water damage repairs that required it be endorsed by both her and her servicer, Suntrust. At the direction of Suntrust, she submitted all the necessary documentation along with the check. However, every time my client would call to follow up on the status of the release, Suntrust representatives claimed there were no documents received and requested my client resubmit them. Despite repeatedly resending the documents, Suntrust continued to deny any receipt of documents and/or record of the claim, eventually closing it out. Most recently, the damage was worsened by Hurricane Irma and my client received another check from her insurance company for additional repairs. Suntrust again instructed she mail a package of documentation along with the check. Suntrust engaged in the same pattern, claiming not to have received the documentation, and again closed out the claim without any further contact ( Screen shots reflecting documents received and now reflecting closed attached ). I have contacted the servicer 's counsel regarding this issue, however have yet to receive a response from Suntrust. Suntrust continues to withhold the funds without providing any meaningful explanation for there bad faith actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My experience with Suntrust banking in the last month has been a nightmare. I am a family doctor who has wasted maybe 10 hours of my time that could be used much more productively to counteract borderline criminal business practices of XXXX banking. I've had Suntrust for XXXX years for a mortgage. To get a better rate I had to open up a checking account with suntrust. At the new year my mortgage was increased by XXXX dollars. Unfortunately I didn't update my automatic withdrawal setting to reflect the XXXX dollar increase so instead of notifying me they charged me a XXXX dollar fee and a week later charged me another fee. I was not notified until I got a letter in the mail weeks later and that day I resolved it and had to go to the branch and talk to dozens of people to get it resolved on just a XXXX dollar over draft that would have costed me XXXX and potentially more. Potentially more because once I settled the XXXX dollar fee. mortgage has yet to communicate with checking so checking still thinks my account is overdrawn. So I have to waste time out of my day to make sure they communicate with each other. Their strategy in business is to exhaust the customer by separating each division where one division can not contact the other division. Whenever I call banking it's mortgages issues and vice-e-versa. Today it was when i called banking it was an online banking issue. Next issues is today I noticed ANOTHER TWO SEPARATE XXXX dollar fees. Checking is saying that I did not have enough money to cover the mortgage so there is a return fee. The mortgage takes the fee of the XX/XX/XXXXof each month. I set up automatic payments for the XX/XX/XXXX of the month. It says the transaction processed. My other bank sent the funds on the XXXX. For some reason suntrust did not process until the XX/XX/XXXX. So I now get charged XXXX fee 's on the XX/XX/XXXX and the XX/XX/XXXX for them not processing in time. I spent an hour talking to them but they said they can't refund the fee because they did it last month. Just so you know a little about me. I am a XXXX with a credit of over XXXX. I take pride in paying my debts but will not accept extortion. I have some screen shots of the incident to better explain the situation : Including the scheduled automatic payments that was processed on the XX/XX/XXXX, my statement from my other bank saying the funds were taken from my account on the first of XX/XX/XXXX, and my checking statement of back to back fees without notifying me until the second fee. This is simply unethical and not right of suntrust. They should refund my money and investigated for further unfair fees to other customer. Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Suntrust Mortgage gave me a pre qualification letter for a conventional loan for {$56000.00} so I could buy a home. The loan officer XXXX XXXX told me I had something on my credit report but it wouldn't be a problem. After I have gone under contract he tells me that we can not proceed until it comes off. The thing is on my report is an unpaid balance with XXXX XXXX from several years ago that I was unaware of as I am a customer with them in good standing. I paid the balance and was told it would come off the credit report in about a week. It never came off. Another lender gave me advice and told me to ask the loan officer XXXX to call XXXX and have them do a Rapid Score Response. I told XXXX and his response was that this is something I am supposed to do. I called XXXX and they told me the lender should be calling them for this. I am at my wits end. What am I supposed to do to get this loan to go thorough? My real estate agent has had the closing date extended and it is approaching. I don't think it is right that this guy gave me a pre qualification letter if I could not get a loan. Please advise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My checking and saving acct. Was frozen some time back .XX/XX/XXXX. I was dealing with i XXXX mother, then i later found out i have a terminal deasese so i was to busy to worry about the bank. When anything sttledown XX/XX/XXXX i call sun trust back the bank manger told me my acct was frozen, noone could do anything with the acct. Untill the issue was resolved. Had more bad new gave up try to get my money. XX/XX/XXXX looked into the matter again and was told the acct were closed. I didnt close the acct.s told the bank manger just he was rude and nasty syi g this has been some time why are u just now coming to dind your money. .. go very anger left the bank. Was told later by another bank that i should have reacied the money that was in the acct when they was closed. I had XXXX in checking. XXXX in saving. I have tried fpr many years to get answer, but feel bc i was smart enough to know what was going on someone took advage of me and kept my money. I would llike to know where my money went and who closed out the accts. Bc it wasnt me. Im been sick for 3 years can hardly get out my bed. But still want answer.the last chevk i wtote was to XXXX XXXX for XXXX chevk numbet XXXX. When i check to see if the check had clear i was in the negtive, when i called i was told the accts. Were frozen and so on. Noone has showed me prove of anything .just talking
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had a debit card transaction on XX/XX/XXXX that posted on XX/XX/XXXX that I am disputing for {$290.00}. This was for a service I never received, but SunTrust is not issuing a provisional credit after 10 business days. I have contacted SunTrust twice about this. First time they said after 10 business days they would issue a provisional credit. Today they are stating that they do not issue provisional credits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48066
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-03
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: We have been customers of Suntrust for almost eight years having our mortgage with your bank. Unfortunately, we were one of the cities ( XXXX XXXX, FL ) devastated by hurricane Irma in XX/XX/XXXX and as a result we had extensive damage to our home. Our insurance carrier XXXX XXXX was very responsive in sending an adjuster to our home and in about 3 weeks - a check was sent to us in the amount of. {$35000.00} The check was dated XX/XX/XXXX!! The check was made out to Suntrust Bank, XXXX XXXXXXXX XXXX ( equity loan ) and ourselves. I proceeded to take the check to your location in XXXX XXXX to have it signed and endorsed. It was then that I was told by XXXX XXXX at the Suntrust XXXX XXXX branch that it had to be sent to the Loss Draft department to be endorsed. She sent the check overnight to your XXXX office. XX/XX/XXXX we received the UNENDORSED check by snail mail saying that it had to be endorsed by XXXX XXXXXXXX XXXX FIRST and all other parties concerned before Suntrust would endorse it! COMPLAINT # 1 Why werent we told this by the XXXX XXXX in XXXX XXXX before we wasted 3 weeks sending the check back and forth? I am sure this was not the first Hurricane insurance check she had handled. XX/XX/XXXX-We received a letter stating all necessary documents that were needed before we could be issued our money. which included 5 items COMPLAINT # 2 - Why were we not told this when we first brought the check to XXXX XXXX? So upon receiving this informationI took the check to XXXX XXXXXXXX XXXX. After a few phone calls to their Loss Draft department, the check was properly endorsed without any complication or difficulty. I immediately went back to Suntrust Bank and gave it to XXXX XXXX again she then sent everything again overnight. XX/XX/XXXX-Concurrently we received a 3rd letter stating that my legal name was not the name on the insurance policy - this has never been a problem with other banks, only Suntrust. So I called my insurance company and they took care of it immediately. My husband and I expected that we would be getting a endorsed check in a a week or so. Well, we were never so wrong! Suntrust sent it back again stating that the information about the contractor was inconclusive. We didnt get the check signed by Suntrust in the mail until XX/XX/XXXX almost THREE MONTHS later since we first brought our check to you for endorsement!!!!! This is totally unacceptable! Suntrust is not client friendly- they do not care about customers with regard to the fact that we just had a hurricane and need to get our home repaired as quickly as possible. All they care about is paperwork and red tape to make it as difficult as they can to prevent us from receiving our money so we could repair hurricane damaged our home. I understand that there are procedures to be followed but each step should not take 2 to 3 business days for each step- ( *note timeline below ) COMPLAINT # 3They should have some compassion for those in this situation and make exceptions when our area has been determined to be a disaster area by the governor of Florida! !! .We still have a large tarp over our roof and if it rains we will have more stains on the ceilings and possible leaks! Also, please note that they did NOT send us the full amount of the check- COMPLAINT # 4 they still have {$5100.00} of OUR MONEY that we need to finish the repairs! We had a trip planned, but had to postpone it because of the delay of Suntrust in the processing of our check. We needed our check to give the contractor the deposit so he would put us on the list and not delay the roof replacement even more. As a result of this we could not leave until we received our Suntrust endorsed check on XX/XX/XXXX!!!! Now I will proceed to tell you the dates and persons involved in this horrible delay and the circumstances that I feel were not appropriate. First of all, Suntrust has the starting date for getting this check signed at or around XX/XX/XXXX. This is not true as we started this process of getting the check signed in XX/XX/XXXX right after we received the check dated XX/XX/XXXX The documentation requested was sent to Suntrust on XX/XX/XXXX Now the timeline-Sometime after XXXX my husband called to ask about the check as he expected that we should have received it by now-he was told by XXXX XXXX that they were waiting for the XXXX to be sent to Suntrust. My husband called the contractor to ask about it - the contractors secretary told my husband that it was faxed to Suntrust already. Suntrust said they did not have it. COMPLAINT # 5 why didnt someone from The Suntrust Loss-Draft department call to indicate to us that the XXXX was not received if this was what they needed to start their lengthy process. So. the contractor once again sent the XXXX to Suntrust. Again we waited for weeks- no check. Now- at this point I realized that no one at Suntrust was going to show any consideration or concern for us so, I began making phone calls on a daily basis to find out what was the status of our check being endorsed since no one at Suntrust had shown any concern for our situation and never called us back when they said they would or returned any of our calls when we left a message COMPLAINT # 6 ( one exception - XXXX did call back once ) XX/XX/XXXX - I spoke to XXXX XXXX to ask what was the status of our check? some of the information given to me was that the XXXX was not filled out properly- that XXXX the name of the company was on the second line, not the first! Now you know yourself that when you are filling out a paper it is sometimes confusing if they want the name above or below the line indicated. this was corrected and it was faxed again. XX/XX/XXXXThe XXXX was sent back again a second time because it was not dated someone couldnt put the date on the XXXX COMPLAINT # 7 no one called ME to say there was an error in the XXXX it was only because I called them that I was given the info about this. If I hadnt called them we would probably still be waiting for the check. XX/XX/XXXX - called and spoke to XXXX - said that all she knew was that the XXXX was inprocessingand it takes 2-3 business days to go through the IRS system XX/XX/XXXX - called again and spoke to XXXX who assured me that she would expedite the process. XX/XX/XXXX - spoke to XXXX again- she said that in was in process and that she will call back. COMPLAINT # 8 She never called back. XX/XX/XXXX - I realized that I was getting nowhere with all of this red tape and being totally stressed out at this point I asked for supervisor - spoke to XXXX Now we are told a new reason why the money can not be sent to us.- She said that the contractors company XXXX was not in the system, so Suntrust could not print the check until they were in the system. That would take 2-3 business days. Why didnt they put the contractors name in the system when they first received the XXXX? Everyone is in the same building so WHY does it take 2-3 business days to put someone in the system Sounds like a very inefficient and inadequate process! C0MPLAINT # 9 If they can take money out of my account in seconds, it shouldnt take 2-3 days to put someone in the system I explained that we had a roof that needed repairs, that my elderly husband was so stressed about this that he could not even come to the phone to discuss or to hear all the excuses from anyone he spoke to regarding our check. XX/XX/XXXX - I called again and spoke to XXXX who had no knowledge or information at all. She told me to look online for myself and see the status of our check.- great customer service - do it yourself! She stated that she would check for me and quickly hung up! She said she would call me back but never did. COMPLAINT # 10 XX/XX/XXXX - spoke to XXXX again - she restated that XXXX was not in the system and so nothing could be done until they were processed. She said that she would text a message to XXXX XXXX the manager for the department to try to expedite the process. I asked her why she couldnt go to his office and tell him - she said that they were not allowed to do that - it had to be a text. COMPLAINT # 11 - What kind of company only allows a text when there is an emergency such as a hurricane? XX/XX/XXXX -called and spoke to XXXX- he said he would go and try to find XXXX - but he could not find him. He never seems to be at his desk when you need him.He said that everything was in order and approved and it would take 2-3 days for the check to be printed.COMPLAINT # 12 another 2-3 days!!!!!!! XX/XX/XXXX - spoke to XXXX she said that XXXX XXXX sent me a message about the status of the check - I never received a message. The message was to say the he expedited the process. XX/XX/XXXX - XXXX answered- walked to XXXX desk- XXXX said XXXX would call me this afternoon - I waited 3 hours - he never called. Complaint # 13 He was not available, but would call today or tomorrow - there was no update on the account other than it was in processing " XX/XX/XXXX I kept calling and finally caught '' XXXX at his desk and spoke to him. He said that he would make sure that the check was printed and sent and that I would receive it before the end of the week. it would take 2-4 days to have it printed and then sent out overnight. Complaint # 14 Each step is a different department. Such red tape, no organization- totally unnecessary. Then he said that the money- had to be sent from another Suntrust restricted escrow account in order for the check to be printed so that was a few more days. He indicated - so I thought _ that the entire amount would be sent to us.- It was not! When I did not hear from him, I called him 5 times over 2 days - no answer- just his recording. I never heard from XXXX again.COMPLAINT # 15 He obviously did not want to talk with me as he sent others to tell me the status of the check. I think that is because when I spoke to him he did not like what I said to him about the incompetence of his department. XX/XX/XXXX XXXX emailed XXXX - he confirmed to her that everything was in order and the check would be printed and mailed this week. I called XXXX twice again - left messages, no answer from him. Complaint # 16 XX/XX/XXXX Finally I received a tracking number from speaking with XXXX XXXX the overnight letter took 2 days to get to me, not one.Complaint # 17 They didnt mail the check until XXXX as indicated when I checked the tracking- so it took 2 days. XX/XX/XXXX After I got the check I called and spoke with XXXX XXXX. I asked her what happened to the remainder of the money issued to us by our insurance company? She indicated that to get the remainder of the money {$5100.00} - we would have to go through all this again - Is she kidding?? We still have things to repair besides the roof of our house. It will cost more than the {$5100.00} that is due to us! We own more than 60 % of the equity in our home. We have every intention of doing all the necessary repairs. We have finally given the deposit to XXXX to repair our roof. Now, because of the delay in giving them the deposit we are on a waiting list. It may be several months before our roof will be repaired. This delay is due to the fact that your personnel did not find it necessary to contact us when necessary documents were not acceptable and of all your steps in the processing of our check and having to go to so many departments each taking 2-3 business days. My husband and I are thoroughly disgusted with this entire situation. It will be four months since we have started this endorsement process. Our insurance company can not understand the delay. They were ready to inspect the roof and the repairs. I had to laugh and tell them that we had not even started yet because of your extensive processing. Our contractor has done many roof repairs and he said that Suntrust is the only bank that has been almost impossible to deal with when it comes to getting the checks endorsed. Maybe you should consider changing your process. Find out how other banks like XXXX XXXX are assisting and helping those impacted by hurricane Irma rather than making the situation more difficult. than necessary. Thanks for your consideration and time to hear what we had to say and how we feel about Suntrust and their unacceptable and inadequate assistance during a very stressful and trying time.. We demand and expect the remainder of our check to be sent to us immediately without delay so that we can continue with the repairs of our home. We are not interested in any more delays, processing or excuses! We want action now! I am sure you have heard the saying Enough is Enough!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2018-03-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: on XX/XX/2018, my account was compromised by a hacker from Brazil. He presented charges to Suntrust against my checking account for {$100.00}, which was denied. The hacker then presented for charges to Suntrust for {$200.00} and this was also denied. The hacker tried again and presented for charges to Suntrust for {$400.00} and {$2.00} and Suntrust paid the hacker these XXXX charges. I suspect that Suntrust paid the last XXXX charges totaling {$400.00} to overdraft my account so that Suntrust could profit from the overdraft fees. I must mention that all of the charges were done in succession ; XXXX after another. Now my checking account is in the negative and charges for bills that normally come from that account are creating additional overdraft fees, charges, and withdrawals from my savings account. This is the second time that Suntrust has been negligent with my funds and information. I did receive a telephone call from the Suntrust Fraud Division AFTER it paid the XXXX fraudulent charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21214
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A