Date Received: 2021-12-13
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: Lightstream/Suntrust/Truist approved my consumer credit application. I signed the agreement and entered my bank account info, the next day they contacted me telling me I was denied. I contacted them and they stated that I could not speak to someone of authority. I asked them if they were knowledgeable of the truth in lending act and they started going all over the place. I spoke with 3 reps and still couldn't get someone of authority on the phone. I asked them to show me in the truth in lending act that a consumer can be denied based on the reasoning they was giving me for the denial. They we're lost and had no understanding of the truth in lending act. This whole situation has caused me distress. I have never experienced anything like this from any other lenders I have dealt with. I should have not been approved and given my bank account info and a contract to sign if I was not approved, that's a breach in contract. Therefore someone in the company did not do their due diligence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: i recently learned about getting a credit report so i got my credit report and discovered there was an account on my report that i did not open at all.. so i contacted the company to discuss this matter they told, e there was no account. so i disputed through the credit bureau.The credit bureau came back with a verified account through the company. i then disputed it 3 more time and got the same results. The last time i disputed it the company Regional Acceptance came back and added another account on my credit but changed the account numbers around and also added 3 payments on both accounts. which i never ever paid on. this company is fraud i never had one account with them let alone 2 accounts and i sure have named made an payments. This company is knowingly committing fraud on my reports. Please help me with this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I was charged an overdraft fee on a checking account which I setup not to accept charges when money was not there. The XXXX bank funded XXXX charges it should not have them accepted a third and then decided to charge me an overdraft fee. XXXX of the charges were not supposed to have happened and I still got charged the XXXX fee. I was the fees returned to me and the stupid account setup to reject any transactions which could cause it to become overdrawn.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2020 BB & T incorrectly reported my credit card account as late and in violation of CARES ACT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made about a dozen calls to SunTrust about the mortgage I have with them for a duplex I own in XXXX, VA ( Loan # XXXX ). More specifically, I've contacted them because of two problems : 1 ) the amount of remaining principal shown on my monthly mortgage statements is about {$10000.00} more than the amount shown when I log into the website. They tell me the latter is the correct amount but despite numerous promises to fix the problem over many months, the statements still show the incorrect/higher amount. I have no idea whether the interest I'm being charged is based on the correct amount of principal!! This problem likely stems from the fact that in XX/XX/2020 I signed up for the payment deferral program. I have since, as of about XXXX months ago, made every one of the missing payments and thus the correct principal amount should be exactly what it would have been at this point, had I never signed up for that program. This leads to problem # 2... 2 ) I have asked for a record of all payments made and received on the loan for the last XXXX years, including the amounts that went to pay interest, escrow items, and toward principal, along with the monthly principal balance, simply because I have a feeling the lower amount of principal they claim is correct ( about {$200000.00} ) also is too high and thus is inaccurate. Getting this record will allow me to determine whether the principal amount claimed is in fact correct. When I call about these issues, first, I'm passed around like a hot potato among different departments ; eventually I'm told it will be corrected, that the next statement I get will be correct, and that they will send me the record of all payments made and the monthly balance. None of these things have happened. I have since asked to speak to a supervisor but I've been told one will call me back. That also has not yet happened! I literally have spent hours and hours on the phone with these clowns but thus far, nothing has been done! I am very busy, like most people, and do not have time for such nonsense. I have been a good customer of SunTrust for a long time and they used to be a good company. However, since they merged with BB & T, everything has fallen apart. When I move back to XXXX from XXXX, I likely will close my bank account with them and get a new mortgage for the property in question. This company has become a bad joke.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98119
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: I XXXX XXXX and XXXX XXXX went to BB & T XX/XX/XXXX to close our over draft account that was left open I noticed when we got something in the mail from them. I called they said you need to go into the branch and close so I did. When I got there they handed me a statment and I said what is that for? She said it's a credit card. I said we don't have a bbt or sun trust. We closed all our accounts. She looked into more and she said this is old. I said we did bankruptcy back XXXX but that's all discharged. The statement she printed shows close date XX/XX/XXXX balance {$7100.00} total due on XX/XX/XXXX if this is old and from bankruptcy that has been discharged I dont understand the statement she gave us. We waited on hold with her for main office for over hr she said she would call us later that day. I called last night bbt said I needed to call SunTrust. So I did with the number they provided XXXX XXXX XXXX. They first said this is ATM # then transfers us XXXX was on speaker phone with me. Next lady says old dept and our over draft account was still open. We called again in morning ran circles with the whole thing again at the end she say this never comes off your records.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: One of the many times my mortgage has sold it was sold the last time to TRUIST... It has been a nightmare ..payment jumped about 150 per month they said ( After a 90 minute wait on the phone ) that taxes and homeowners insurance had gone up... It didn't add up since insurance had only gone up 200 or so for the year total ... and tax assessment was the exact same as before. Since I had read that tax RATES would probably go up this year I let it alone ... Today I get a notice that the homeowners insurance will be cancelled since Truist has not paid the premium. Now Monday I can take off work pay the XXXX out of pocket ... and MAYBE get it back from Truist from the escrow or just let them keep it I suppose ... .Even if I do get it back it will be months.One wonders if Truist would give any of us XXXX interest free for a couple months. This would not be happening if mortgage companies were not allowed to sell and resell mortgages. It causes a ton of confusion but why would they care? The consumer spends the time trying to work it out.HOW is this not fraud??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40222
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am in the process of purchasing a new home. SunTrust now Truist was the holder of my original loan. Since beginning this process, it has been almost impossible to get in touch with SunTrust now Truist. My new lender has called and faxed with no response and experienced impossible hold times. I was contacted by the buyers lawyer because they could not get through to SunTrust now Truist for the payoff. After being on hold for 3 hours the payoff was finally faxed to the Lawyer. My house closed on Wednesday XX/XX/XXXX, and I am set to close on my new home tomorrow, XX/XX/XXXX. I have been on the phone with SunTrust now Truist since XXXX am and my small request remains unresolved. The final ask of the underwriter is a written confirmation that a forbearance amount was actually included in the payoff and there was nothing else owed on my part. I reached out this morning unsure of whether it was included, if it was not included in the payoff, I was prepared to wire the money to wipe out the remainder. I talked with several people who fed me misinformation to get me off the phone as they were not able to tell if this amount was included in the payoff. I was sent to HUD twice who had no record of a lien being transferred to them. I spoke with SunTrust XXXX XXXX, Home Preservation Specialists, and Loss Mitigation. I was on hold waiting for a manager over 2 hours before walking into the SunTrust Bank in XXXX NC for assistance at XXXX. A very nice lady at the branch called someone that was able to get to the bottom of the issue and misinformation. He found that the Forbearance was still active when the mortgage was paid off on the XXXX and the payoff amount included the remaining {$8400.00} ( forbearance ) in the total. He went on to confirm that no information had been forwarded to HUD. Now all I need is documentation to prove this to my underwriter so that I can close on my home tomorrow. The team that is able to provide this information was contacted and advised that it would take at least 72 hours to receive this info. I asked if this could be escalated to a manager that could assist with generating this document today as I am on an extreme timeline and need help. I remained on the phone until XXXX, when I was told that XXXX XXXX would be calling me in 20 minutes and could help with my request. Unfortunately this call never came. I really need help as I explained to everyone I talked to today. I am set to close on my home at XXXX tomorrow and only need this one document for the lender to release the funding. I will return to the bank first thing in the am hoping they will be able to assist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: This is a continuation of a bank fraud report completed on XX/XX/XXXX ID # XXXX. The initial complaint named XXXX XXXX XXXX as part of a widespread XXXX Billing Scheme that involved large sums of money that were being embezzled. Please find below other identified Banking institutions apart of this scheme. XXXXXXXX XXXX On XX/XX/XXXX during a scheduled appointment at the XXXX branch to open both a personal and business account, it was discovered that a business account had already been opened in my business name ( XXXX XXXX XXXX XXXX ) without my knowledge or consent. The account after further review by the banker showed as active but had no information regarding who opened the account or any transaction history. An interesting fact is that this is the bank that financed my XXXX XXXX XXXX through XXXX XXXX of XXXX, Georgia. I have never entered into a XXXXXXXX XXXX branch prior to this scheduled visit. All loan payments on the auto loan financed by XXXXXXXX XXXX were automatically drafted through my companys business account. Based on other occurrences at several other banks, it is strongly probable that payments in the exact amount of the auto loan were doubled and paid to a bank employee to assist in opening and maintaining the fraudulent bank account in my business name. The payment schedule was from XX/XX/XXXX through XX/XX/XXXX. SUNTRUST BANK In XX/XX/XXXX while sorting through paperwork found in the office of the previous CFO, a printout of payments for a vehicle purchased by my company from XXXX XXXX XXXX XXXX XXXX financed through Suntrust Bank was discovered. After further research of XXXX XXXX statements it was found that the dates of the payments did not match the printout found. These payments were automatically debited each month around the XXXX. Further the bank name included a second bank listed as if it was a fund account within Suntrust Bank. On XX/XX/XXXX I visited a Suntrust branch in XXXX Georgia to request a payment history for the XXXX XXXX XXXX XXXX and to inquire about a possible banking account. The banker stated that no information was available for the auto loan that was recently paid in full XX/XX/XXXX. She stated that it was strange to see that. She requested a copy of the statement and stated that it would be mailed to me within 15 days. As for the business banking account, no information was available because the 7 year time limit had been exceeded. I do remember opening up this account in XXXX Georgia during the time the company was expanded business in that area. The purpose of this account was for CONSTRUCTION purposes only. There should be no other activity involving business in regards to accounts receivables or any other transactions. I believe the banker stated that this account history was from XXXX through XXXX. The auto loan span from XX/XX/XXXX XX/XX/XXXX. XXXX XXXXXXXX XXXX Around XX/XX/XXXX after receiving an alert from my XXXX XXXX monitoring account that stated that there had been a change to one of my accounts I decided to phone XXXX XXXXXXXX XXXX. The statement that one of my accounts may have changed is what prompted this call. I have never had any account with XXXX XXXXXXXX XXXX other than a home loan. That call to the XXXX number led to the representative stating that a XXXX had been added to my home loan account due to the bank updating itss account number system. Around XX/XX/XXXX while sorting through paperwork at home I ran across the LEVY paperwork sent by the IRS due to a large sum of taxes due. It listed all financial institutions that I had a financial relationship withXXXX XXXX XXXX XXXX was one of them. Confused I decided to call customer service and asked if I had a business account set up with XXXX XXXX XXXX. The rep located the business account but could not discuss any matters concerning the account because I could not correctly identify it based on the Tax ID. Two times more I called hoping to get a different rep that would identify the account listed in my business name. The second call was identical to the first call. The third call revealed that there was no listing of a business account in my business name. The account had been either hidden or removed. A report of this finding was made to the IRS officer via email. Around XX/XX/XXXX a call was received from XXXX asking if I needed an extension on my COVID-19 Forbearance for my home loan. The extension was processed over the phone. On XX/XX/XXXX a package from XXXX was received requesting to complete a COVID-19 repayment plan that would allow my payments that had been placed on hold to be put on the back of the loan and for payments to begin XX/XX/XXXX. Confused I phoned XXXX especially after seeing the account number missing the XXXX that I had phoned about back in XXXX. The rep did not do a good job in explaining why most of my statement included the XXXX in front of the other account numbers and the information that had been delivered to my door did not contain the XXXX. She transferred me to another rep who stated that usually in the beginning of a loan the XXXX would accompany the front of the account number and s time goes on the XXXX would eventually fall off. She stated that it was the same account. On XX/XX/XXXX a phone call was received from a XXXX representative asking if I had received the request. I stated that I did receive it and had until XX/XX/XXXX to return it. I asked why the document stated that payments would begin XX/XX/XXXX and she explained that the forbearance amount would be placed on the back end of the loan and that payments would resume in XX/XX/XXXX. Confused again I asked why she would be calling regarding the restart of payment for the loan when a representative had just reached out to me some two weeks prior completing an extension on the loan. She replied with oh you got an extension completed? I responded with yes, I did. She went on to say that if that was the case, I did not need to return the information as that would start repayment of the loan again. The issues identified here are 1. There is/was a business account listed in my business name that suddenly did not exist anymore and 2. The addition of the XXXX XXXXn front of my home loan obviously are two separate accounts that one of these accounts may have been set up as payment to a bank employee for the creation and ongoing care of the fraudulent business account. This account history spans from XX/XX/XXXX to present. XXXX On XX/XX/XXXX a follow-up call was made to XXXX XXXX XXXX XXXX XXXX Committee with XXXX regarding REF # XXXX on XX/XX/XXXX, Ref # XXXX on XX/XX/XXXX and Ref # XXXX on XX/XX/XXXX. A 10 Day window had been given to me as the amount of time XXXX XXXX would need to investigate the initial denial of the claim. During the XX/XX/XXXX call I was told that because the discrepancies totaling some XXXX XXXX dollars had not been reported within the banks 30 Day documented policy, they would not be able to assist me further. I explained that it was not discovered within 30 days because the deposits and withdrawals were not made available via mobile app. In short, they were hidden. Despite my attempt to show this as a special case that should allow the bank to consider reimbursing all funds back into the account, XXXX XXXX held to his initial decision. XX/XX/XXXX was the report date of all fraudulent checks and on XX/XX/XXXX an initial denial decision was made stating that the time allotted for reporting had been exceeded and that the signatures on the checks matched the signature on file. In addition, it was noted that the home loan through XXXX had double payments but only the higher amount of the two checks written were documented for purposes of the home loan. That amount usually exceeded the amount written by me each month in the amount of XXXX. This account is the legal business account of XXXX XXXX XXXX XXXX since XXXX. Also, there was a line of credit and credit card with XXXX that was also used in this fraudulent scheme to embezzle money where there were periods of time extra sums of money were paid on the account and obviously withdrawn as part of the embezzlement. In closing, it appears that all four of these banking institutions set up accounts in my business name to receive Federal and State XXXX funds directly or indirectly in this elaborate billing scheme that was initiated by former employees expanding the financial personal gain for other individuals throughout the community and possibly other cities within the XXXX of Georgia. Regards XXXX XXXX, XXXX XXXX cell
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: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Loan # XXXX After suffering a job loss and a reduction in salary, my wife and I filed for a forbearance from XX/XX/XXXX to XXXX of 2020 ( due to Covid ). In XXXX we started making trial payments in a modification program. I was told there would be XXXX monthly payments, then the modification processed. We made those XXXX payment in full, and on time. after a series of delays, with no reason, we got paperwork in XXXX. We waited for months. Continued to make payments as directed. In XXXX, due to a 'mistake ' we were told it was denied and had to start over. After a series of escalations it was 'prioritized '. In XXXX, a year later, they finally processed the modification. However they immediately reported me as being a month behind, and reported me to the credit agencies, dropping my score over a 150 points. After more escalations, they confirmed they had misapplied a payment, and 'fixed ' this. They claimed they would fix this with the credit agencies. Weeks later, my credit is still XXXX points lower, and they continue to 'confirm ' when I dispute the data with the credit agencies, despite me making every payment. I have escalated numerous times to SunTrust executives and the CFPB. This got me a contact with a 'client resolution specialist, XXXX XXXX ' who no longer returns my phone calls or emails. I just want them to report on my credit accurately, or remove entirely if they can't fix it. This is costing me thousands in increased interest and other financers increasing my interest or reducing credit based on SunTrust 's errors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A