Date Received: 2018-01-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had my vehicle repossessed after losing my job with a remaining balance of {$8500.00} in 2015. Within a weeks time I reclaimed the vehicle and paid all fines associated with reclaiming the vehicle. I continued to pay the vehicle at the minimum payment of {$180.00} up to double to amount, {$400.00}, due per month. The vehicle is paid off and still shows on my credit report with inaccurate information. I attempted to call the bank but only get shuffled around departments and never to anyone who can assist with the issue. I have had multiple people tell me the bank does n't hold the account but yet it is reported as such on my credit. Not only has my XXXX credit report failed to change but I have also not received my lean release.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21144
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX, XXXX, I opened a disputed debit card transaction. Since this time, I have sent four secure messages, and made multiple calls to check the status of the dispute. Each time, I have been told that it will be resolved within 10 business days. Since 10 business days have elapsed, I was told that the claim would be escalated and I would receive a call within 24 hours if additional information was needed. I was told this on XXXX/XXXX/XXXX and as of now have not received any calls from the bank regarding the status of my dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home was seriously damaged by remnants of Hurricane Harvey on XX/XX/XXXX. SunTrust Mortgage will not release the remaining funds to me, even though all repairs have been paid in full. My SunTrust Mortgage number is XXXX. The Tracking claim number assigned by SunTrust is XXXX. I have had 15 phone calls with the SunTrust claims department in order to secure the release of my funds. The dates and names are available on request. SunTrust has been holding my final insurance check of {$5200.00} since XX/XX/XXXX. The final repairs were completed on XX/XX/XXXX and paid in full. SunTrust claims that they can not release the funds without an inspection. Although no such inspection was required to have funds released with the first {$18000.00} of repairs, they insist it is a requirement as a government sponsored enterprise. I have asked repeatedly to speak to someone who could tell me what government agency, law or regulation imposed the requirement. No one could give me that information, and I was actually told that speaking to someone higher up would not help, I would get the same answer. ( XXXX on XX/XX/XXXX ). Nonetheless, I went ahead to follow their procedures. I submitted a request for an inspection on XX/XX/XXXX. I checked on the status of the inspection on XX/XX/XXXX ( XXXX XXXX ), and again on XX/XX/XXXX ( XXXX ). Both assured me that the inspection would be scheduled within their time frame, 2 days to process, 3 to schedule, 2 days to get results back. I checked the website on XX/XX/XXXX since the inspection had not occurred. It said the inspection was cancelled on XX/XX/XXXX. I called on XX/XX/XXXX ( XXXX ) and was told that the notes claimed that voice mails had been left with me on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. So, the vendor cancelled the inspection. This is simply not true. I had no voice mails, and in fact I was calling in during the same time to see where we were. I believe the vendor missed the timeline and falsified the report. XXXX on XX/XX/XXXX referred the mater to Inspection Team Management, and I asked to be called back. I was not. I called back on XX/XX/XXXX and spoke with XXXX. He verified that a rush inspection request was requested, and assured me he would follow up with the case the next day. I called back on XX/XX/XXXX only to find the inspection was again cancelled on XX/XX/XXXX because an updated inspection report was required. I was referred to a Resolution Specialist ( XXXX ) who looked at the file and confirmed that an updated inspection was required. He assured me that he would see to it that the inspection was conducted right away. I asked to be called back today, and I was not. Of course, XXXX did tell me that he was off on Friday, and they were closed Monday, but he would call me Tuesday. So SunTrust Mortgage will not release the funds owed me, funds they have held since XX/XX/XXXX. My mortgage is due on XX/XX/XXXX. I urgently need the insurance funds they are withholding from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27526
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On the first few days of XXXX I decided to transfer my mortgage to Sun Trust Banking, and I started the procedure. I was advised that one, XXXX XXXX XXXX, would be handling the new account for me. I made it clear that I would require that I maintain my own escrow, in the past I have met with many problems concerning the escrow. I was assured that I would continue to handle my own escrow. XXXX XXXX went on a XXXX vacation and told no one about what had transpired between him and I. I was told that XXXX XXXX would be handling the mortgage transfer, I was called by XXXX XXXX XXXX, XXXX XXXX XXXX, and none of the above people knew what XXXX XXXX was doing or had done!!! I got a call from XXXX XXXX {? } telling me that he would take over the account, I ca n't get a hold of him either. I spoke to a XXXX XXXX XXXX, he told me that he would handle the account and get to the bottom of this problem. I was promised that I would be able to handle my own escrow account, as I have in the past and I am at present. Now I am told that I may not be able to handle my own escrow, by law. I have had this problem of the escrow being handled terribly. I have had a total of six people trying to get this handled and so far, nothing. I am hoping XXXX XXXX XXXX can handle the problem and I turning to you to further expedite the process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I placed an order online with XXXX. The order was for 3 items. The charges posted to my account and were processed. And then showed up a second time in the pending transactions the following day. When I contacted SunTrust I was told the pending transactions would be removed from my statement. Now they are saying that they are going to charge me for the pending transactions, that they removed. Those transactions where not initiated by me or XXXX, and were SunTrust 's mistake in the first place. They should not be able to charge me for a transaction that I did not initiate. XXXX has stated that I only ordered the three items once, and that they where paid for them. Thus, SunTrust should not be able to remove an additional {$57.00} from my account a second time. I will attach statements from both XXXX customer service and SunTrust customer service, and a copy of my bank statement to this document. Kind Regards, XXXX XXXX XXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22601
Submitted Via: Web
Date Sent: 2017-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-21
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XXXX/XXXX/XXXX an account was opened at a SunTrust Bank branch in Florida using my Social Security number and someone else 's name. I do not and have not ever had any accounts at SunTrust Bank. XXXX monitoring service provided an alert prompting me to call the bank to determine the nature of the alert. XXXX I called SunTrust bank noting that I had received an alert and that fraud was suspected. They opened a Fraud claim and they were unable to provide me with additional information other than I need to wait for an investigator to contact me. I was told I would be contacted in XXXX hours. ( After XXXX/XXXX/XXXX with all of the additional documentation and proof of identity that is needed to open a bank account, I do NOT understand how they could use my social and another name. Is there no validation of the social and name in any banking or federal database? ) XXXX called SunTrust bank again for follow up. Was told they are still waiting for the investigator and that I would be contacted in XXXX hours. They are unwilling and/or unable to provide me the contact information for an investigator or information to adequately protect my credit and identity. If the person committing the fraud is using my social security number, I should be provided the information/address of the account or relevant information to protect my interests
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2017-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XX/XX/XXXX I have a judgement against me for XXXX I went to court and agreed to pay this amount because I was bullied by the roommate and feared retaliation if I did n't pay. I sent in the fact sheet to Judge XXXX XXXX in XXXX co in XXXX XXXX. On XX/XX/XXXX I checked my balance because I sent a rent check for XXXX. On XX/XX/XXXX I had XXXX. The next day I checked my account and I had a XXXX minus account in my account I had a direct deposit for my paycheck that went in on XX/XX/XXXX for XXXX. I also had 2 deductions from suntrust for administration fee for processing the garnishment. That is all the money I have, I need my medication I have the following diagnosis : XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX and XXXX. I was going to have my medication filled on XX/XX/XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX. My rent bounced, I owe for electric, water and internet. I work at XXXX as my husband is in the XXXX XXXX XXXX XXXX in XXXX. Please help me, I have no money to live.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34654
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX reported a failure to pay on my auto loan in XXXX of 2016 even though I have made payments continuously made payments throughout my bankruptcy case and up to the present. They have also reported my account as closed when it is still open and I am still paying the note every month. I do understand that reporting is stopped once the account is taken into bankruptcy, however Suntrust is still receiving regular payments from me so I should get something for that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22312
Submitted Via: Web
Date Sent: 2017-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-16
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Opened new checking account and savings account at SunTrust Bank XXXX, GA local branch on XXXX/XXXX/2017. checking acct : XXXX - XXXX and savings account : XXXX - XXXX subsequently, requested XXXX credit report dated XXXX/XXXX/2017 with confirmation # : XXXX. On page 4 of 14, it clearly reads in capital and bolded letters, " ALERT ( s ) : Extended Fraud Alert and File Blocked For Promotional Purposes '' In the latter part of XXXX 2017 I received a certified letter from SUn Trust Bank XXXX XXXX XXXX XXXX at phone XXXX, which stated in paragraph two : " As a result of a recent account review, we regret to inform you that Sun Trust is no longer able to provide some of the financial services you require. We respectfully request that you close all of your Sun Trust deposit accounts, safe deposit boxes and credit cards by XXXX/XXXX/17. If you do not close these accounts by this date, we will close them ... '' On Mon, XXXX, I went to the local branch in XXXX, GA and met with my banker. He called the aforementioned XXXX XXXX XXXX XXXX phone in XXXX and spoke with a representative there while I was seated in his office. He informed the rep that I was seated in his office and listening to the phone conversation. When asked for a reason why my accounts were suddenly and abruptly closed, he was told that this was an order that came from upper management. No reason was offered and when asked the only response was, " because. '' Since I am unable to speak with anyone at upper management at Sun Trust, it seems only logical to me that letter of XXXX/XXXX/17 was prompted by the aforementioned results of my credit report dated XXXX/XXXX/17. It should be noted that at the time there was an Involuntary Account Closure ( IAC ) by Sun Trust, I had a combined balance of over {$7000.00} with no overdrafts or nefarious activity. Despite the fact the certified letter said account closure had a deadline of 30 days from the date of the letter ( XXXX/XXXX/17 ), on Sun XXXX/XXXX/17 my ATM debit card was suddenly cancelled. I only found this out by going to the ATM in front of my bank in XXXX, GA. I was given no warning and it once again, I was the victim of an IAC. Why write XXXX/XXXX/17 as final day for account closure and then terminate my ATM card on XXXX/XXXX/17. This IAC activity caused me immense problems because my debit card was listed with multiple accounts to pay for goods and services on a rotating basis ( example, VSP for vision and eyeglass/contact lens services ). It also created an unnecessary amount of stress for me, which was unwarranted. Furthermore, I deposited roughly $ XXXX into my combined checking/savings account each month with absolutely no untoward activity. My complaints are as follows : 1. Sun Trust Bank ( STB ) discriminated against me in their IAC activity, vis-a-vis the fact that they took action without an inquiry on their part ( re : no inquiry as to the Extended Fraud Alert on my credit report of 10/21/17 ) 2. STB was unfair and misleading in their treatment of my accounts, especially in light of their early termination of my ATM debit card on XXXX/XXXX/17 rather than stated XXXX/XXXX/17 3. I maintain that STB is in VIOLATION of Federal Consumer Protection Laws or Regulations, including : A. If my IAC was a result of my credit report, it is incumbent on them to check to see if the information used in their decision is correct, which was never executed B. The failure on the part of STB to inform me as to the reason of my IAC, vis-a- vis, I have the right to know what info is in my consumer report and allow me to correct anything that 's not accurate C. My IAC has been reported a XXXX XXXX XXXX XXXX ( XXXX ) in violation of bylaws of the Consumer Financial Protection Bureau ( CFPB ). Namely, if I am denied an account based in any part of info from a XXXX, which is indeed what happened, then STB MUST give me a notice that includes the name of the company that provided the negative info D. The same as above ( Ibid ) except that I was almost denied the ability to open a new checking and saving accounts at another bank or credit union E. The incorrect assumption WITHOUT any investigation on the part of STB that I am suspected of fraud related to my STB accounts F. As a direct result of my IAC, my account was reported to a XXXX, the effects of which can taint and tarnish my checking account report for up to seven years in the future G. The failure on the part of STB to make sure they provided me with the info about XXXX that provided the negative account history that was used in the XXXXAC H. Summarily, as a result of the aforementioned items I have been DENIED the ability to contact the reporting company that was used in order to request a free copy of my consumer report. STB failed, and in fact, egregiously refused to provide me the name, address and phone number of any reporting agency Thank you for your prompt attention in this matter. Sincerely, XXXX XXXX XXXXXXXXXXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SunTrust bank has caused me as well as my family much anguish by charging off a SunTrust auto loan account which was paid as agreed. In XXXX 2017, Ive received a phone call from XXXX, a SunTrust Bank representative, notifying me that my auto loan was about to mature and that I must pay a final payment of approximately {$3200.00}. I explained to XXXX that I could not make the high payment of {$3200.00} at the time. I asked XXXX would SunTrust Bank allow me to continue to make regular payments of {$300.00} a month until the loan was completely paid in full. Since I had never been late or missed a payment previously, XXXX, agreed that SunTrust Bank would indeed allow me to continue to make regular payments of {$300.00}, in which I faithfully paid every month thereafter. Not only did I pay as agreed, I also made double payments whenever possible in order to speed up the process. However, after paying as agreed and getting my balance down to around {$1000.00}, on XXXX XXXX, 2017, SunTrust Bank, being the predacious institution that theyre, charged my account off and caused major grief to myself as well as my family. Knowing that the charged off account would destroy my credit rating for seven long years and cause unforeseen hardships upon myself and my family I decided to pay the {$1000.00} payment to SunTrust via the collection agency, XXXX, in order to pay the loan in full. This charge off is especially concerning to me since it also affects my XXXX grandfather, XXXX XXXX XXXX, who co-signed with me for this loan. At this point, all I wish is that SunTrust Bank would have a little compassion and honor their agreement and change the account status to paid as agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21221
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A