Date Received: 2018-02-28
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Suntrust Bank is charging overdraft fees when no actual overdraft occurred. On the afternoon of XX/XX/XXXX I had {$58.00} in my Suntrust checking account and I charged {$11.00} at the grocery store. Suntrust charged me a {$36.00} overdraft fee on that transaction despite the fact that my account never dropped below XXXX. Suntrust has justified the fee by claiming that a " Pending Transaction '' resulted in a hold to be placed on some of my funds before the grocery store processed the transaction. Suntrust acknowledges the funds held for pending transactions still belong to the customer and are still in the customers account. So pending transactions do not change the actual cash balance in the account and my actual cash balance was sufficient to cover all of my posted transactions. Suntrust acknowledges that overdraft fees are assessed based on the order transactions are posted to an account. Since none of my pending transactions were posted to my account prior to posting the {$11.00} transaction there's no way the {$11.00} could have resulted in an overdraft fee. If the pending transaction had posted later that day then the pending transactions could have resulted in a negative balance and an overdraft fee but since {$11.00} transaction was posted when there were still sufficient funds in the account to cover that transaction the bank would not be entitled to overdraft fee on the {$11.00} transaction. Suntrust acknowledge that a pending transaction may not post to an account for several days and/or may never actually post to the account at all. Suntrust also acknowledges that a customer may have additional deposits or credits posted to their account between the time they receive a pending transaction and the time that transaction is actually posted. In my case the pending transaction did not post to my account until the XX/XX/XXXX and I had additional deposits prior to the transaction posting so my account never had a negative balance and no transactions were ever posted without sufficient funds in the account to cover them. If the actual cash balance on my account was never negative then why am I being charged fees for " borrowing '' money? Suntrust also acknowledges that a pending transaction amount may be substantially higher than the amount actually posted to a customers account ( a gas station might reflect an {$80.00} pending transaction even though the customer only bought {$10.00} worth of gas ). I respect Suntrust 's right decline transactions based on pending transactions but I believe overdraft fees should be based on actual overdrafts rather than speculation. Suntrust believes they should be able to charge their customers overdraft fees even if an overdraft never actually occurs. Their contention that an arbitrary amount of money may or may not be debited from the account at some unknown point in the future is irrelevant as long as there are sufficient funds in an account to cover a transaction at the time that transaction is posted. The CFPB has stated that " An overdraft occurs when a consumer doesnt have enough money in his or her checking account to cover a transaction, but the bank or credit union pays the transaction anyway '' and has referred to overdraft fees as interest on funds that are loaned to a consumer by the bank. In this case I had sufficient funds to cover the transaction at the time the transaction is posted so I don't believe the transactions meets the CFPB 's definition of an overdraft. And since I never actually borrowed any funds from the bank I believe I'm being charged interest on funds that were never actually borrowed. I hope the CFPB will treat this as a blatantly abusive and arguably fraudulent practice instituted by a financial institution for the sole purpose of increasing their fee revenue. Prior to submitting this report I attempted to resolve this issue with Suntrust. I spoke a customer service rep by the name of XXXX and then a manager by the name of XXXX XXXX. Both representatives told me that they couldn't help me and XXXX XXXX said that it was my fault for opting out of overdraft protection and for relying on Suntrusts online banking rather than keeping a separate ledger that reflects transactions that might come out of the account in the future. When I asked to speak with someone else XXXX XXXX promised that someone would call me back on Monday ( XX/XX/XXXX ) but I never received that call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32578
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I transferred XXXXUSD from Suntrust Bank ( XXXX XXXX XXXX ) to XXXX XXXXXXXX XXXX onXX/XX/2018. The Reference Number is XXXX. Unluckily the banker in the Suntrust Bank made a huge mistake on the recipient bank number, so that I can not receive the money in XXXX. I also phoned the Suntrust Bank ( XXXX XXXX XXXX ), but nobody answered.The XXXX XXXX XXXX also sent a letter to the bank, asking for an amendent letter for the correct recipient bank number as soon as possible. Otherwise the money will be refund to Suntrust Bank ( XXXX XXXX XXXX ). I am so worried. Please help me XXXX this case. Please contact me by email ( XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My name is XXXX XXXX, owner of XXXX XXXX XXXX a small Business company located in XXXX, FL. In XXXX when I started my business I trusted my Business Account to Sun Trust Bank because SunTrust Branch XXXX at XXXX XXXX XXXX. XXXX, FL XXXX is located next to my office and I thought would be easy for me a Bank that was our neighbor due to my busy work schedule, when I opened the account by recommendation of the Bank officer I ordered checks with a security mark as well as a note was placed in the computer about it. On XX/XX/XXXX a Sun Trust Bank Officer from XXXX, Florida called my office to verified a check that somebody was trying to cash and she suspected was fraudulent, she noticed the check did not match the description of my company checks per the notes in the computer and also she noticed that my Business is in XXXX and I never pay vendors in other cities, I immediately looked the account online and found several forgery checks for the total amount of {$150000.00} payed to different people in different branches of Sun Trust, the checks did not resemble my security mark checks and my signature. I immediately called the XXXX Police and the Economic Crime Bureau opened the Case Number XXXX and also I went in person to Sun Trust Branch XXXX with printout of all the forgery checks payed by Sun Trust, in that copies is also the Driver License Number of the criminals, the Bank officer XXXX XXXX open the same day a Fraud Case on my presence and also called Sun Trust Fraud department to notified it, I signed an Affidavit about the Fraud and with the copy of the fake checks was send by FAX to Sun Trust Fraud Department for Investigation, a week later I went to the branch to see how was the Case because I did not received any call or letter from the Bank yet and the same officer XXXX XXXX called in my presence and after a long wait send the documents again by Fax to the Fraud Department and also called. OnXX/XX/XXXX a third company XXXX advanced me the stolen amount of $ XXXXwith the condition that I would return it to XXXX when Sun Trust returned me the money. In XX/XX/XXXX I got a call from a Sun Trust representative about the case and I explained everything again and that XXXX advanced me the money and I had to return this money, after that I went to the Bank Branch XXXX in numerous occasions to inquire about this case and different officers from Branch attended me among them the Manager XXXX XXXX who escalated this Case to Sun Trust more than twice, as result of this in XX/XX/XXXX a Bank representative name XXXX XXXX contacted me and I have to go all over the Case again I send her copy of the advanced money I got from XXXX, she never contacted me back and again I have to go several times to Sun Trust Bank Branch XXXX to request action and get a resolution in this case, In XX/XX/XXXX after the Manager of the Branch XXXX contacted the XXXX Florida Sun Trust Manager a lady named XXXX XXXX called me and contacted some higher Bank representative and XXXX XXXX from Sun Trust in Georgia contacted me by phone and I have to go all over the Case again and nothing happens, recently on XX/XX/XXXX of this year I went back to Branch XXXX and again the manager XXXX XXXX started to XXXXontact Sun Trust Corporation in Georgia about the Case, XXXX XXXX called me again on XX/XX/XXXX and until today no resolution of this Case is donr and the money of this Bank Fraud my company is victim is not returned by Sun Trust. Since XX/XX/XXXX, date the Bank Fraud occurred I went to Sun Trust Bank Branch XXXX more than 30 times for this Case and apparently Sun Trust Bank did not investigate the Fraud despite they have the Forgery Checks, the Driver Licenses Number of the criminals and surveillance Cameras in their branches that they came provide to the Police, I even never received a letter from Sun Trust Bank with a Fraud Case Number and the money is not yet returned to XXXX XXXX XXXX XXXX XXXX and in consequence we could not return the money to XXXX .Attached to this complaint are copies of the Fraudulent Checks, Police Report copy and stream of email communication with Sun Trust and with XXXX This is a case of Abuse of Power by the Bank and I demand Sun Trust Bank to reimburse my company XXXX XXXX XXXX, XXXX the stolen money in the sum of {$15000.00} immediately or pay the money directilly to the 3rd company who advanced us the money XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have requested from Suntrust Bank who recently purchased my Student Loans that I be able to inspect and see that they have the Original Instrument ( s ) of Indebtness. They have responded twice and in both responses they have failed to present that/those documents. I have sent both complaints to FTC and it has been referred to you- the CFPB- and although they have failed to produce the requested information the complaints have been closed. At this time I wish to make my complaint fully explaining that they have not produced the Original Instrument ( s ) of Indebtness and In fact the document that they produced not only is a COPY but it is also a copy of a Loan with out the loan amount stated on the document. And also In Fact, The loan I took out on the date of XX/XX/2005 was for less than $ XXXX.The total cost for attending International Academy was less than the above stated {$6000.00} PLUS I had Pell and other Grant monies I had qualified for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29730
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I'm a young senior and have excellent credit. In addition to this Suntrust decade old home improve. loan ( XXXX XXXX ), I also have had a perfect payment record on my 20+ yr old mtg. held by another bank. In early XX/XX/XXXX I opened a Suntrust account when I was attending XXXX school through XXXX XXXX. Suntrust allowed the account to be permanent after obtaining my degree. In XX/XX/XXXX, I applied for a home improvment loan through Suntrust. I was impressed by the very easy online process and was told that my loan interest rate would be reduced by a % of a point if I had the payments automatically deducted from my Suntrust checking account. As with my other banking accounts, I requested and received bounce-proof option on the account up to {$500.00} which was subsantially higher than my loan payment. However, several times over the 11 years that I've had the loan, Suntrust has not only failed to pay the automatic XXXX XXXX payment but added late fees and return check charges. The first time that this occurred, I called and was told that I did*not have bounce protection and that I would have to go to the bank in person to add that option. When I arrived at the bank branch I was told I *did have bounce protection. I demanded that the late fee be then removed on my XXXX XXXX acct. Instead, the fee was left on the account but not automatically deducted from my suntrust bank account even though there were sufficient funds available to pay it. However the manager refused to waive the charges resulting from the returned items that should have been covered by bounce protection. After that experience I rarely used this Suntrust acct as I received better service from my other banks. I continued the acct for only the supposed % discount on the loan. The final straw was after I accidently wrote a deposit into the account with a Suntrust check instead of my main bank account. I noticed when I checked the online deposit and the balance showed negative. I called the bank and they informed me of my error. I laughed, apologized and immediately corrected it by depositing a check from the correct bank. Then I began several weeks later to receive rude calls from a '' call center asking for information about me and my account. This occured at my place of employment. When I checked my account I noticed that not only had they charged me a return fee which was to be expected for my error ( {$36.00}. ), but they did not activate the bounce protection and pay my loan payment. My checking account therefore reflected the positive funds amount that would have coverered my loan payment, less {$3.00}!! With a {$500.00}. bounce protection, my payment should have been automatically transferred/crediting to my loan acct. In addition, they added a late fee to my loan account - which would not have been late, had they transferred the payment from my account utilizing the bounce protection feacture I'm supposed to have!? Instead, their lazy employees bother me and threaten my credit. No wonder they are having to close branches of this bank! I am providing documentation reflecting that in fact my account has had bounce protection since XX/XX/XXXX and that this bank has intentionally failed to provide these contracted account features in order to churn up fees for the bank at a detriment to me. Any savings on the loan are cancelled out by the aggravation, lazy Suntrust employees have dealt out. I'm sure I'm not the only unhappy customer, but it's not right or acceptable regardless of whether they are on the way to going belly up or not. Better customer service would have saved them. I won't even bother to describe what expereince I had attemping to get foreign exchange from this bank.
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: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-21
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have asked this company XXXX XXXX XXXX XXXX to please stop calling me. They call my phone atleast 10 times per day. They are collecting for Suntrust bank {$530.00}. I want this account CLOSED and REMOVED due to the abusive nature that they are using.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2018-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: SunTrust bank Overdraft fee charged on XX/XX/2018 Called the customer service line Called dealt with 2 agents and 1 manager, all claiming they could not help with overdraft fee. Website clearly stated in terms and conditions *5 Overdraft and returned-item fees waived three per rolling 12 months. Not one of them said that was their terms and conditions, when the manager finally found what I was referring to, he told me that is only for the Signature Checking account and that it was only for 2 fees returned. I explained that it does not say that anywhere on the website and he said well I will pass along as feedback that its is wrong. He said he would not be helping me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2018-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Sun Trust Bank denied our home purchase loan and the reason is due to " previous relationship ''. Since we never had any dispute with Sun Trust, our credit score is high and debt to income ratio is low, we contacted Sun Trust Bank asking for an explanation. However, Sun Trust Bank loan officer never explain to us and just ask us not to contact her. We suspect that our identity were stolen or other misunderstanding that caused the denial, so we really want Sun Trust to provide more information to prevent further damage. However the only thing they do is to act rude and treat us unfairly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20715
Submitted Via: Web
Date Sent: 2018-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-20
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: I recently received a new copy of my credit report and I noticed an account was placed with collections in my name that I have disputed as fraudulent or belonging to someone with a similar name. I had no knowledge of this debt yet " XXXX ''. has continue to report it to my credit file. I had sent a certified letter to the collection agency and to " SUNTRUST '' ( the original creditor ) asking for " DEBT VALIDATION '' and I never received a response back. I believe this account is fraudulent or belongs to someone else with a similar name. This debt is not mine and I've tried every option I could think of to fix this erroneous reporting of this account to my credit file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Consumer Financial Protection Bureau It is with great sadness that I write your company. We were the original owner of this property until an investor by the name of XXXX XXXX purchased this property with the intent that we would at some point, be able to reclaim the property. However, XXXX XXXX allowed the house to go to foreclosure. He suggested that we stay in communication with the bank to maintain residency here. We did as instructed. The bank requested that we send them a copy of the lease agreement with XXXX XXXX and a list of all persons living in the house. We did as instructed, and they responded that we had a bonafide lease. In XXXX of XXXX they requested the same again. We supplied all documents again, also to include every cashed check to date. The bank, XXXX XXXX XXXX XXXX XXXX XXXX XXXX was the financial intuition that was in ownership of the property, with the company is XXXX, as XXXX XXXX with our checks being sent to XXXX XXXX. The bank has recently sold the house to an investor, in XX/XX/XXXX and yet still receiving our checks for rent and cashing them. However, no one ever sent our family notification of intent to sell. With that being said, the investor has asked us to move without proper/sufficient notice. We are currently in need of your help. First, to assist in what our rights are as tenants and Second, to gain the ability to reside here for at least until the school year has officially been deemed over. Which concludes in XX/XX/XXXX. I have attached a copy of the letters and emails sent from the attorney of the investors, that currently own the house and as well a copy of our lease agreement with XXXX and XXXX XXXX. I will as well attach any cashed checks from the past year to show the intent was to remain here, with the consent of the aforementioned bank. This move in such short notice will cause a massive shortfall for our family. We have XXXX children under XXXX that their welfare is our top priority.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2018-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A