Date Received: 2018-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Mortgage who is servicing my loan ( # XXXX ) is profiting by utilizing higher than needed escrow amounts on which they do not pay me any interest. In essence, they are getting a loan from me for FREE. I disputed the calculation for escrow but even after speaking with representative and the supervisor they both indicated that overage on my escrow was needed and that they were entitled to it. When I challenged their escrow practices and wanted to assume paying for taxes and insurance directly myself they said that loan to value ratio was at 84 % and needed to be below 80 %. I challenged their valuation of my home which they had at $ XXXX, far lower than the current market value that according to XXXX is at $ XXXX. I can only imagine that this is a widespread industry practice not isolated to Suntrust Mortgage Services. With millions of hard-working Americans being taking advantage of in this unscrupulous manner I would like to request your assistance with this matter. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34771
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Misapplied mortgage payments ( erroneous payment processing ) and improper credit reporting. My payment is showing over 6 months overdue and Suntrust has reported this information to the credit bureaus. Suntrust is the 2nd mortgage on my home. Suntrust sold/transferred the first to another processor years ago. In XXXX, Suntrust placed insurance on my home since they no longer maintained this information. Once lender-placed insurance was forced upon my account ( XX/XX/XXXX ), my monthly payments were no longer being applied to the mortgage. Money was put into a suspense account and my escrow showed a shortage in the amount of the insurance premium. On XX/XX/XXXX, I spoke with Insurance dept. where a young lady called XXXX, confirmed insurance has been in place. Within a week I received a " Lender placed insurance cancellation notice. '' On XX/XX/XXXX I opened a dispute with Suntrust 's Credit Bureau Dispute Dept ( Case number XXXX ) On XX/XX/XXXX, Suntrust sends a check of {$680.00} stating these funds were insufficient to bring my loan current and {$2400.00} is outstanding. Suntrust imposed fees and charges while showing 6 prior months of payments are unpaid. Eight payments totaling {$2500.00} of the 10 I've made since last XX/XX/XXXX remain unaccounted for. Finally, on XX/XX/XXXX I called and spoke with XXXX ( XXXX ). She asked if I was calling to make the {$2400.00} payment. I said XXXX no Im not calling to make a payment. She then argued with me about " watching my language '' and using profanity. Once I said I was now recording the call and she said she was hanging up. I asked for a Supervisor and she said none was available and she was hanging up. I then asked for XXXX XXXX and she disconnected the call. Suntrust is not doing their job nor making any legitimate attempt to resolve this. My credit has been negatively impacted and my level of frustration and annoyance with Suntrust is beyond exhaustive limits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Back on XX/XX/XXXX I had submitted a complaint ( XXXX ) involving SunTrust Bank. I had a checking account that was instantly shut down because I deposited a check that had been issued a stop payment without my knowledge. I was accused of bank fraud and was told I could never open an account with SunTrust again. It took numerous phone calls, visits to local bank branches, just to get the minimal info as to why SunTrust took this action against me. I had never heard of XXXX XXXX XXXX at the time, and SunTrust didn't care enough to inform me that I was being reported to this company. I went to XXXX as soon as my acct was closed at SunTrust, for I had a mortgage with XXXX and they knew me as their customer. I opened a checking account, and I guess it was so soon that the info on me had not been reported to XXXX yet. But lo and behold, after 5 months of banking at XXXX and recovering from the setback in XXXX with SunTrust. I decided to open a savings acct, since every time I visited a XXXX branch, I repeatedly had it suggested to me by the XXXX employees. Well I went ahead and opened a savings acct, a new type that was for helping people overcome credit issues and rebuild a solid foundation. In the days following, the same nightmare with SunTrust reoccurred. But this time I was told that because I opened a new acct, my consumer report had been pulled and XXXX discovered that I was listed with XXXX XXXX XXXX for bank fraud. I had know idea what XXXX was, and told them that this was their advice that I followed by opening a savings, and also I had been a XXXX mortgage customer for 12 years with no issues whatsoever. They did the same thing SunTrust did, got really cold to me, really fast, and held my funds for 2 weeks and returned all online bills and checks I had written. The previous XX/XX/XXXX I had over {$600.00} in returned item fees and late charges due to SunTrust. It took me 5 months to recover financially and now it was repeated by XXXX. It cost me about {$600.00} again and being prohibited from paying online at some of my creditors. XXXX even returned the XXXX mortgage payment I made and charged me a returned item fee and a late charge on the payment. I still don't understand to this day, 3 years later, how a bank can destroy somebody's credit and have him/her barred from opening a bank acct for 7 years, because my tenant that was angry at me for not wanting to renew his lease for another year, and someone told him that knew if he gave me his rent check and stopped payment on it without telling me, that I would be accused of bank fraud, trust me he isn't sharp enough to know this on his own.. He even wrote on the check " for XX/XX/XXXX Rent ''. I thought there were laws against tenants knowingly giving a landlord a bad check. Some do this when they are gon na skip out at the first of the month. Write a bad rent check and then move the following night. It destroyed my rental business, and still makes life hard since I don't have a checking account at the age of XXXX, and have always had one since I was XXXX yrs old. For the consumer, there is no " early '' with XXXX, its more like Late warning service, when your drowning in a financial crisis, at the hands of other dishonest people and large corporations that would prosecute me if I did something that cost them a {$600.00} loss. So very unfair. XXXX want discuss it with me any longer, and SunTrust finally admitted that I had been a customer only 10 months, and my tenant had been with them over 20 years, so they had to take his side, even though as after it all happened, the way he set it up and carried it out, so revengeful and criminal, they basically were working with him to pull it off by stopping a payment on a check clearly marked as XX/XX/XXXX rent check and had 10 months of our monthly bank statements showing his rent check going from his account to mine. And to top it off, knowng that I would be buried in nsf fees and reporting me to XXXX and going the next 7 yrs without a bank account. I did nothing illegal, unethical or damaging to my tenant or SunTrust. They sure have put me through XXXX. XXXX XXXX with its big promotions and slogans of " insights '' for customers to have a good financial life. To me, well they look like " fools '', and if my years of being a customer in good standing isn't good enough for them, there is a special place in XXXX for cowards, sellouts, follow the leaders who want even stand behind a good customer. A joke of a company.. real idiots. That's all.
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: 2018-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent a request to recast after paying off {$69000.00} off XXXX mortgage since XX/XX/XXXX. Sun Trust came up different reasons to delay the process and changed the criteria of what can be and can't be changed. For example, SunTrust can't get the principal correct in the recast after I have contacted them few times. After few contacts, I decided to send in one additional payment and hope that they will come up with the right principal amount to recast. I was told that we can send in recast request if we pay additional {$5000.00} in the principal but last XX/XX/XXXX they told me that I have to send in at least 10 % of the outstanding loan to request any recast. When I came up with 10 % of the outstanding payment to recast and requested to remove the escrow account at the same time, I was told that I can't remove my escrow account because the investor has changed the criteria of escrow accounts removal. The escrow account can only been removed after opening the account for two years and my account has only been open for one year. I told them that I was told that escrow account can be removed after one year when I first refinanced and was able to do so with my first Sun Trust account before I refinanced. They told me that the investor has changed the rules last XX/XX/XXXX. I asked them why I have never received any information about the changes. Particularly, I sent in the request about XX/XX/XXXX and I have paid off all of taxes for XX/XX/XXXX at the end of XX/XX/XXXX. Sun Trust never bothers to tell me that I can't remove escrow account until I paid off the rest of XX/XX/XXXX taxes and called them back to ask them to apply the escrow amount to the principal. I never got any answer. All they do is asking me to pay additional XXXX for something that I already paid. After recast, Suntrust requested me to send in {$4900.00} for XX/XX/XXXX and it also shows that I am past due {$2400.00}. I have contacted SunTrust and asked them to recalculate the payment and also reinstate the fact that I have never received any changes about escrow accounts. They contacted me twice via the phone. When I called back on XX/XX/XXXX around noon, I got cut off. I called them again today ( XX/XX/XXXX ) and got cut off first time after speaking with the first representative. I called back again at the number that was left at my phone and spoke to the second representative. He was not aware of escrow account issue but he told me that they have a lot of information on my account about me not being able to pay and need assistance on my payment. I still can't get any answer about escrow accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: XX/XX/XXXX my wife and i filed chapter XXXX. We kept making our car payments and mortgage payments. We completed the chapter XXXX XX/XX/XXXX and we called Suntrust mortgage to ask them why our account showed {$0.00} balance, payments were not reporting since XX/XX/XXXX. I opened up a dispute XX/XX/XXXX and received a response today. They are not going to report to any bureau my never missed, never last payments to Suntrust. I called them today and they said it was a law that they can not do it. I am appealing you to allow Suntrust to report my 5 years of making payments and putting the correct account balance on all 3 bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: On XX/XX/XXXX around XXXX XXXX., I went to Suntrust Bank ( XXXX XXXX XXXX XXXX, XXXX, FL XXXX ) to close a checking account to avoid fees, since I was not able to keep enough amount in there. This was for my own financial reason. I informed the teller that I wanted to close my checking account, which is when she referred me to a banker named XXXX XXXX XXXX. XXXX approached me in an attempt to assist me. As I was telling her my reason for the visit to the bank, she kept advertising the Suntrust Credit Card and its benefits. I let her finish and politely declined her request in signing me up for a credit card with them. I briefly stated my personal reasons as to why I will not open up another credit card account at this time. XXXX and I headed to her desk. As she was working on closing my checking account, she kept pushing me to apply for the credit card. I tried to focus on my goal of getting my checking account closed. In the middle of her still trying to push me into opening up the credit card, she mentions that the checking account is not able to be closed due to a pending transaction. I asked her for more details as to when I can close the account and if the transaction was already paid off, so I can at least get the money out and return to close the checking account tomorrow. At this point XXXX is still bringing up the credit card she wanted me to open with Suntrust. When she said that Suntrust had already paid the pending transaction the amount requested, I told her to " go ahead '' and get all the money out of my checking account now and I can come back tomorrow to close the checking account. Then she hands me a withdrawal slip to withdraw all the money out of the checking account. As I was filling that in, she started asking me questions that seemed like small-talks. She asked me what high school I went to and asked how come I was living away from that city now. By the time I was done filling the slip, she looked at me and told me " Congratulations! You have an account with a credit limit of $ XXXX ''. Then I asked her what did she do. I told her that I am here to close an account with Suntrust, not to open one! Then she says " Oops, I already applied you for a Suntrust Credit Card. You said 'go ahead ' and thought you meant for the credit card ''. She did not ask me for my SSN nor have I signed any agreement to open up a Suntrust Credit Card. She simply assumed I would agree to her after she keeps talking about the credit card in every bit of our conversations. At this time I was very concerned of my credit score, because I was going to apply for a car loan -- where my credit report matters. The fact that a banker could access my personal information so easily without my authorization just to get a commission was bizarre and immoral! I know this application to Suntrust Credit card created a hard pull on my credit. At that time, I was focused on not making things worse, so I told XXXX to just stop with further action. She offered to close the credit card, but her and I both came to the conclusion that the hard pull would affect my credit score regardless, which I could not afford. I decided that arguing with her was not worth my time, so I left after getting all the money out of my checking account. On my next day off from work, appalled by the experience, I went back to Suntrust and XXXX was the only one available to assist me. I told her that I came here to close both the checking account and the savings account with Suntrust, also to please get all my money out of the savings. I do not trust Suntrust anymore after seeing that the company would hire someone like XXXX who would take advantage of her power. I received the Suntrust credit card in the mail today (XX/XX/XXXX), but am not activating it. Currently, I have no bank accounts with Suntrust and not taking further action with the credit card due to wanting the credit card canceled and out of my ownership as well as getting this unauthorized hard pull off of my credit report. I am filing this complaint so that other people may not experience the financial abuse from their banker, regardless of the commission bankers receive from signing people up for their credit cards. In addition, as stated before, I want this credit card canceled and I want the unauthorized hard pull off of my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33125
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: The Honorable XXXX XXXX Deputy Director, Consumer Financial Protection Bureau XX/XX/XXXX XX/XX/XXXXDear Deputy Director XXXX : This is a complaint about the failure of two national banks, XXXX XXXX XXXX and SunTrust, failing to properly audit an ATM machine to resolve a discrepancy in the amount disbursed to me when the ATM malfunctioned on XX/XX/XXXX. I am XXXX years old, and a checking account holder at the XXXX, XXXX branch of SunTrust. However, as a matter of convenience, I initiated an ATM withdrawal of {$300.00} at a XXXX XXXX XXXX branch at XXXX XXXX XXXX XXXX in XXXX XXXX on XX/XX/XXXX. Once I initiated the transaction, the ATM mechanism designed for disbursing the currency mangled all the {$20.00} bills, except one, keeping {$280.00} of the cash proceeds for which my SunTrust account was debited. I was able to see the mangled bills in the ATM mechanism but could not do anything to resolve the dilemma. I espied a XXXX XXXX XXXX employee inside the bank premises and went in and implored her to assist me before another ATM patron initiated a transaction of withdrawals and thereby might receive the balance of my funds. The XXXX XXXX XXXX employee scoffed at my request for help, advising me that ATM transactions are beyond the authority of their duties at XXXX XXXX XXXX. I knew this to be untrue because I have witnessed bank employees retrieve electronic debit and credit cards from ATM machines when the ATM has mistakenly confiscated a patrons card. So, I became more insistent that someone help me because I believed that since the cash proceeds had been delivered to the mechanism for disbursement, my account would be charged although I had been deprived of the full amount of the authorized withdrawal. The refusal to help me escalated to another unprovoked level when the XXXX XXXX XXXX employee beckoned security ( a XXXX government police officer moonlighting ). I was assailed by the security agent who, like me is XXXX. From there the development of events went beyond anything that can be described as rational or reasonable. Both XXXX XXXX XXXX and my bank, SunTrust, have denied my claims for an honest audit that would, if honest, reconcile the amount ( {$280.00} ) of cash proceeds that I did not receive from the XXXX XXXX XXXX ATM onXX/XX/XXXX This complaint is made to enforce my rights to having this matter conciliated in a manner that reflects the chronological developments which can be documented by the digital and visually recorded data contained within the XXXX XXXX XXXX repositories used for safekeeping records of digital surveillance and financial transactions at the ATM, all of which validate my claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX ; I advised my mortgage company. that I was reviewing my XX/XX/XXXX escrow account online and advised them that they did not have my new insurance rate for the year. They had updated tax rate and even showed what my new payment would be starting XX/XX/XXXX and I was the one advising them of the new insurance rate. When I was transferred to the tax dept. and the new rate was put in which Went from {$680.00} per year to {$720.00} per year ; which is only a {$41.00} difference ; the new escrow was refigured and instead of charging me an increase in escrow of {$41.00} ; they were calculating a {$89.00} yearly increase. I asked why and they said that is to take care of projected increase for XX/XX/XXXX. I was tired of trying to explain that we are dealing with XX/XX/XXXX escrow and not XX/XX/XXXX. I have had problems in the past with this bank as they do not keep up with the tax and insurance information. They are very hard to communicate with as their employees have very little English skills. Please advise how I can get this corrected. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30265
Submitted Via: Web
Date Sent: 2018-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Me and my twin brother ssn are almost alike, but off by one number, I finance my car threw XXXX XXXX monthly for XXXX since XXXX XXXX, 2017. I went to trade in my car viewing my credit report from the dealership what accounts appeared on my credit report was by the name of Suntrust and XXXX XXXX. I didnt not open the accounts my twin brother is affiliated with them. It is affecting me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35205
Submitted Via: Web
Date Sent: 2018-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: When I went to make a check card purchase on XX/XX/XXXX at XXXX XXXX my debit card was declined even thought I had adequate money in my checking account with Suntrust. After calling Suntrust I was made aware that my card was blocked and canceled in which I was issued a new card due to a dispute I made with Suntrust on a particular charge. I wish they would have made a better effort to let me know this but nonetheless no issue I waited on my new card. I started calling all of my auto draft accounts that were linked to the old card that was blocked and canceled to change payment method... I only came to find out that on XX/XX/XXXX and XX/XX/XXXX they processed all of these transactions even though the only access to my checking account was thru my bank debit card which was blocked and canceled. Now some of my auto drafts did not get processed but the ones that did cause a massive overdraft situation with a total of $XXXX in overdraft with 15 overdraft charges. I called my branch on XXXX XXXX XXXX in XXXX and she said even though my card was blocked they still had access to my checking account... This makes absolutely no sense since these merchants did not have my routing number or account number and only had my debit card numbers which if I would try to use would be declined. I am looking for relief from the ridiculous $XXXX of overdraft charges to be credited back to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28401
Submitted Via: Web
Date Sent: 2018-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A