Date Received: 2018-01-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I went to the SunTrust Bank located at XXXX XXXX XXXX XXXX XXXX, VA XXXX to cash a personal check written to me. I handed the teller the check written for {$130.00} and my id and I asked her to cash the entire check against my checking account. The teller took my check then asked me to swipe my debit card and enter my pin number which I did. She gave me the {$130.00} in cash I assumed was from the cashed check and a receipt and I left. On XX/XX/XXXX I was checking my account activities online and I noticed a cash withdrawl on XX/XX/XXXX for {$130.00} but there was no evidence of the {$130.00} check I cashed and deposited. I also looked at my receipt and noticed it said MONEYCARD WTH AMT : {$130.00} On XX/XX/XXXX I went into my local SunTrust branch in XXXX, Virginia to see why the check was n't showing and why I had a withdrawal. The branch manager looked into my problem and told me most likely the teller made an error. Instead of cashing the check for {$130.00} she discarded it after I gave it to her and took the {$130.00} out of my account like a regular withdrawal. The XXXX branch manager then initiated a phone call to the XXXX Suntrust branch. He was told the branch manager was not available so he spoke to the lead teller. He asked the lead teller to look for the missing check in open items and asked her to speak with the teller involved about it. The lead teller then informed the brach manager that the particular teller who handled the transaction had quit. The lead teller said she would look into the matter took my information and said she would call me on XX/XX/XXXX. I never received a phone call. On XX/XX/XXXX I called SunTrust corporate to see if they could help me with the lost check. They informed me I had to go back to the physical branch in XXXX to get any answers. On XX/XX/XXXX I go to the XXXX SunTrust branch. When I walk in and state my reason for being there the lead teller informs me " the problem of the {$130.00} missing check was taken care of by the branch manager and they money should be in my account ''. I inform her the money and/or the check is not in my account. The lead teller then goes into the branch managers office shuts the door and talks to him for eight minutes. She comes out and tells me I must speak with the branch manager. The branch manager greets me and informs me that this is the first time he has heard of the missing check. He tells me he will not be able to really help me because ... 1 ) I do n't have a copy of the check. 2 ) The camera would n't be able to pick up the check. The XXXX SunTrust branch manager suggested this missing check is my fault. He said I needed to go back to the person who wrote me the check and get a new one. When I refused he told me he would contact security right away to look at cameras and he would get back to me. We are now at the close of bussiness on XX/XX/XXXX and I have heard nothing from the XXXX branch manager. I also called SunTrust corporate they called the XXXX branch to try and get a status on the security check but they could n't get a response. Nobody wants to take responsibility at SunTrust they keep passing and placing the blame on me. Meanwhile I am still out of {$130.00} and am unsure of the whereabouts of the check I gave to the teller in question.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22406
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-23
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I put in a claim with SunTrust bank over a vendor that took my money for a service and never supplied the service or replied to any of my inquiries. The bank issued me a temporary credit for the amount, but after their investigation decided that they would reverse the temporary credit. They sent me notification of the reversal AFTER it had been done. The letter they sent was dated XX/XX/XXXX and it read as follows : " Based on this information, we will be reversing the temporary credit that was issued to your account in the amount of {$200.00}. The adjustment is scheduled for XX/XX/XXXX. '' Their inability to notify me before resulted in an overdraft and associated fees in that account. When I attempted to explain to them that they notified me after the fact, it was like talking to a brick wall. Eventually they reversed the fee, but their practices are terrible. This is not the first time I have gotten caught in their bad practices resulting in me losing money. You have to be willing to argue to get your money back from SunTrust even when it is their doing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a debt with Suntrust bank. I have been trying to set up payment arrangements and they have not been able to understand that I am on a fixed income since my husband XXXX last year, so I am unable to make the payments that they have wanted. I have tried to work with the hardship program and they still want more than I am able to give them. This is affecting my credit and its not fair when I am willing to pay just do n't have much money to give them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was discriminated and treated unfairly by suntrust, because of these two other banking employees and a district manager at XXXX XXXX XXXX XXXX. Who has been spreading untrue things against me and getting other banks to deny me a checking account. Because XXXX XXXX has such hate and malice against me and my mother that she thinks we do n't deserve a checking account. I know she has influenced them to close my account. And they 're recent attitude towards me. I have every right to be angry and outrage and the way I have been unfairly discriminated against. I ca n't even have a bank account because of XXXX XXXX and her defamation of my character.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I 'm a client. Of suntrust bank and onXX/XX/XXXX they put a hold on my accounts so that I could n't withdraw or use my money. I had made some wire transfers to a person in XXXX and all of a sudden my government monies are in the account but suntrust keeps saying its fraudulent money and its not. They keep liing about when or if I 'm going to get my money. I call every weekday and have went in person some. The bank branch managers have been very unprofessional and making threats saying I 'm going to be arrested and put in jail and that I do n't deserve my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37076
Submitted Via: Web
Date Sent: 2018-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am a victim of identity theft. I checked my credit report and found that this company has submitted a request to view my credit report without my consent. Whatever application that was submitted that caused this company to pull my credit was submitted as a result of fraud. My apartment was broken into and several identity documents were stolen. I have attached a copy of the police report I filed. I have NOT spoken to this company on the phone and any claims saying I have is not accurate. All communication regarding this inquiry has been through the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: To whom it my concern, never made any inquiries on my credit. Suntrust bank is on my hard inquiry that I never did. Please look into this cause I did n't look for any loans for anything. Thanks XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14120
Submitted Via: Web
Date Sent: 2018-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: When I obtanied this loan in XXXX XXXX 2007 from Suntrust I was attending XXXX XXXX XXXX. The loan was a joint loan with myself and XXXX XXXX. The loan was suppose to have been put into forebarance and then a defferment due to me still attending school. I have other student loans that are in defferment due to me being in school as well. When I contacted Suntrust about the loan being in defferment they told me that it was.This loan has been reporting very negativley on all three credit reports and I would like the information to be removed. On my credit report it is reporting that I was late and I was not due the fact that the loan itself was suppose to be put into defferment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: My bank is supposed to have my back & help protect my money in dispute cases when refunds cant be worked out with the Merchant. 1 ) I did contact the merchant 2 ) I submitted my dispute to SunTrust for {$270.00} transaction 3 ) I sent the additional form for the 1st dispute. I have submitted a claim about this already but I am appealing their response as SunTrust is declining the dispute and not helping me. Its unfair and Suntrust keeps saying that I never sent them the form e-mailed with the confirmation which I did send How do I know if they received it? I assumed my dispute was being processed. I waited patiently until I noticed it suddenly disappeared from the claim center without any listed information on the SunTrust online banking page. Thats when I called support & they told me to re-send the affidavit.
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: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I worked with my mortgage existing lender Suntrust Mortgage to refinance my house. I spoke to XXXX XXXX to make a long story short. XXXX told me I did n't qualify for the new loan modification but that he can do regular conventional loan and give me good rate and payment would be at {$2100.00} with tax and insurance. I verified with him to make sure that it was correct amount since I was paying before $ 1800+ dollars a month. He said yes and I signed up to refinance. Now he had all my information taxes insurance because they were my same lender. A year later comes, and I get a bank statement under new account XXXX telling me I have a escrow shortage of {$4600.00} and I had to pay by XXXX2018 or my payment would be {$2800.00}. If I did pay it I would still be paying {$240000.00} every month. They were deceptive and to me they committed fraud to get me to signup on a new loan. If they told me upfront the payment would be this much, I would of never refinanced. I do n't have that kind of money saved to pay back outrageous shortage fee and higher payment a month. I trusted this bank to do the right thing. I called them and spoke to XXXX of client solutions at XXXX XXXX XXXX and she sent it to higher management to investigate what went wrong. This is not a {$100.00} mistake. This is a $ 400.00+ a month mistake and a {$4600.00} bill. What she found out so far was she said that suntrust did n't make a mistake it was a 3rd party they hired. I didnt ' hire the 3rd party. I hired my same back to give me honest deal. I feel I was lied to and fraudulently given a wrong rate to get me to signup with them on refinancing. This shows them doing another loan and now I 'm struck with an outrageous loan. they have to do something. They lied to there consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33175
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A