Date Received: 2021-12-02
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: This is another complaint to your bureau. I submitted many documents to BBT, and various departments in BBT, your agency, and the XXXX about a BBT bank transaction in the Summer of XXXX. I once again on XX/XX/XXXX, faxed a copy of the said credit card bill and the transaction receipt for payment of the charge of {$210.00} that I made XX/XX/XXXX on-time at the BBT teller window. These two items were faxed to the BBT Dispute Center at XXXX XXXXXXXX to the attention of their Administrator. The center phone # is XXXX. I received a confirmation that the fax was received at the center. I have not heard back from any BBT representative in regard to this. I would like all the interest charges, late fees, etc. reversed, as well as rescinding of the negative reports to various credit agencies on the part of BBT. I am tired of receiving collection calls on a bill I paid and paid promptly. I had originally reported the problem to the BBT CEO 's office in XX/XX/XXXX, and throughout BBT, but the situation remains unresolved. Please help me put an end to this, it is affecting my health.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21811
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My name is XXXX XXXX and I would like to file a complaint against my former bank Suntrust due to the bank taking out unsufficient funds from my account to cover three checks ( I needed to deposit to pay for my tuition ) that turned out to be fraudulent that I had no knowledge of the checks being faked. The first two checks had went through the mobile deposit until the third one did not. The checks total equal to {$9500.00} but only {$7000.00} went through. The checks came from a guy who claims his name is XXXX. No I did not know him. He claim he was willing to help me pay for my tuition while I am in college so I would not have to get a student loans. Out of the {$7000.00} I " had '' I took out {$5000.00} to pay for " XXXX '' expenses such as paying for his " driver '' and other " expenses ''. When SunTrust finally realized the checks were forgery the bank started taking money out of my checking account. For each check deposited was how much was taking out of my account. SunTrust emailed me on XXXX XXXXXXXX XXXX, about my account being overdrawn by around - {$3100.00} and that I had 5 business days to pay back what was overdrawn or I would pay a fee. Within 3 business days on XXXX XXXX, I was not able to go in my account. I contacted customer service to see what the issue and a representative was says due to the checks being forged my checking account was under investigation. I had {$2200.00} in my savings that SunTrust never mailed me a check when my account was closed. I am not able to login nor am I able to see my transactions. The money from the checks that was taking out was deposited item returned. I looked up on the SunTrust website glossary for what is returned item deposit. It states that " You deposited a check that was written to you, but the person who wrote it does not have sufficient funds to cover it. In this case, if you were already credited for the deposit, we would charge it back to your account ( meaning that we would debit your account because the funds were not available ) ''. The 2 checks were deposit 24 hours later but then they money out of my account that I didn't have. If all three were fake, why did SunTrust not stop the first check instead waited until the third one to see that it was a red flag? I even file a complaint for fraud on XXXX XXXX XXXX with fraud rep. I don't remember his name, but he had a heavy accent as if he was XXXX, but I feel like he wasn't trying to help me. I do feel like I was scammed I just wanted to pay for school to pursue my career in business management. I also called SunTrust customer service around XXXXXXXX XXXX XXXX about why I haven't received a check that was in my savings and I was told there is an investigation and that there was {>= $1,000,000} deposit in my savings that I didn't authorized nor did get a email, text, or phone call. There is a limit on my account on how much can be deposit. Only around {$15000.00} monthly can be deposit in my account. I have tried everything, but nothing seems to work. Can I get some legal help please? Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Recently refinanced my mortgage. Servicing was transferred to Truist and received the transfer instructions with first pay XX/XX/XXXX. Have been trying to set up auto-draft for 3 days now and never gets completed ( just says its working endlessly, so long keep getting logged out ) So attempted to call them on the number provided. Was put on hold for 25 mins and then calls keep getting dropped. Same thing with chat option. They are not fulfilling their consumer and customer service obligations, I want to not have to deal with this every month and the inability to set up the monthly payments online as they represent is a failure to fulfill their obligation as a consumer facing servicer..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage was originally held by Suntrust ( Truist ). I refinanced with XXXX XXXX XXXX. The refinance closed XX/XX/2021. Suntrust withdrew {$1400.00} from my bank account on XX/XX/2021 -- after the mortgage had been paid off and transferred to XXXX XXXX XXXXXXXX. I have attempted to resolve this online -- but their system no longer allows me to log in. I have attempted to resolved this by phone, but their automated system does not recognize my old loan account or social security number. I can not locate a useable email address or any other way of contacting them and thus am filing this complaint in hopes of reaching someone who can refund my money that was illegally drawn for a closed mortgage account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77004
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have never paid a car note late if I cant pay I always make arrangements. XXXX XXXX XXXX I was in the hospital for XXXX weeks which o told them I can send them proof. They gave me an extension which covers XXXX, XXXX and XXXX making my next payment due XX/XX/XXXX. They reported I missed a payment and in the XXXX years I have had this car loan I have never been late. I feel this should be corrected because it did bring my score down.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72205
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: I found a house for rent in XXXX XXXX XXXX ad on XXXX ( containing photos, videos, details and a real address ) that I contacted. This person with the email : XXXX sent us a rental contract that we signed and then asked us for a first month 's rent plus a deposit for a total of {$2300.00}. Once the sum was paid, this person disappeared with our money. This person presented to us with an existing license number, XXXX license XXXX : XXXX and with the name of XXXX XXXX so we had no doubts about the veracity of the announcement. Apparently this is identity theft. This person initially asked us to make the payment to the " owner account '' with these data : Bank name : XXXX Bank Account name : XXXX XXXX XXXX Account number : XXXX Routing number : XXXX While then he changed the data to make the payment, so finally we did it to the " owner 's assistant '' bank account : Bank name : SunTrust Bank Account name : XXXX XXXX XXXX Acct # : XXXX Routine : XXXX Holder 's address : XXXXXXXX Georgia, XXXX XXXX XXXX : XXXX Bank address : XXXX XXXX XXXX XXXX, XXXX, GA, XXXX, 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: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have a vehicle loan with Regional Acceptance Corporation based in XXXX WA and have experienced ongoing abusive practices from them that fall under UDAAP. They make it very difficult to pay more than the minimum payment and the process a customer has to go through to have them apply any overage payment to the principal is unfair and abusive. In order to have extra payments applied to the principal, RAC requires I call them and request an " account adjustment. '' I can't request this online, nor is there any other method available to me to make this request in writing such as email. The problem is that the agents who answer the customer service line ( XXXX ) are not all trained to make the account adjustment and apply the extra payments as requested. Either they don't know what I'm talking about or they say they don't know how to make the adjustment. Every month when I call to make the account adjustment, it requires several phone calls to get someone who knows how to make the account adjustment. I am following their policy and procedures in calling them to apply the extra payments to the principal but they don't know how to help me once I call and get an agent. Today, I called to request an account adjustment be made for the {$500.00} payment I made on XX/XX/XXXX. Of that payment made, {$390.00} is the minimum payment and I requested that the additional {$100.00} be applied to the principal. The first agent I got was XXXX who said shes never heard of that kind of request and questioned that its something they can even do. After repeatedly explaining that this is their own procedure, I requested that if she is not able to make the payment adjustment, to give me to a supervisor who can. But XXXX became abusive, talking over me, not letting me finish my sentence, raising her voice, telling me shes trying to help me when clearly she wasnt. As with other times Ive called and had trouble with the agent understanding what is being requested or how to make the adjustment, I requested to speak to a supervisor. Then the call goes as it usually does, with the agent becoming even more rude, talking over me, and telling me that if they have to get a supervisor on the line that I will be on hold for a long time. This was the case today. Though I told XXXX that I was on my lunch break, she told me that there is only one supervisor she can connect me with and he's busy, and if I want to talk to him, I will have to wait until he's free. When I asked XXXX to put an agent on who knows how to adjust the payment, she threatened to put me back in the general customer service queue to start all over again. This is abusive!!! It should not be this difficult to get extra payments applied to the principal. I should not have to call the finance company multiple times to get a simple payment adjustment made, be subject to abusive behavior by their agents, and not be able to speak to a supervisor when I cant get the task performed by one of their agents. If they refuse or are unable to apply my extra payments to the principal, that means my extra payment is going to the interest which only benefits the finance company and not the loan holder. That is an unfair and abusive practice. When I called last month in XXXX to make the account adjustment, it required XXXX phone calls before the adjustment was made. Per my phone records, I called RAC twice on XX/XX/XXXX, then called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, before I finally got the adjustment made ( RAC will have the same records of these calls ). The first call I got XXXX and she said she wasnt logged on to their system and I had to wait while she logged on. After 12 minutes, I asked if she was still logging on and reminded her I was calling on my lunch break from work. Her reply was that I needed to be patient while she logs on the system to help me. After a few more minutes I disconnected the call as I had to go back to work. Why would customer service agents answer a customers call if they arent logged on to their system? Why would it take 15 minutes to log on to the system? Today I was on hold for 21 minutes waiting to speak to a supervisor to get the account adjustment made. After 21 minutes, I hung up and called the customer service line again, and reached " XXXX, '' and after repeating that I am calling to make an account adjustment for the {$500.00} payment made on XX/XX/XXXX, applying the extra amount of {$100.00} to the principal, XXXX stated she didn't know what I was talking about. My lunch break was over and rather than go through another stressful phone call again, I hung up and decided to file this complaint instead. As of today, I still dont have the payment adjustment made and I have no recourse to have the adjustment made other than calling customer service multiple times and being subject to abusive behavior. This is a violation of regulation UDAAP. Another UDAAP violation by this company was revealed during the phone calls I made last month in XX/XX/XXXX. When I called to make a payment on my due date ( XX/XX/XXXX ), the automated system said my balance due was {$25.00}. The payment amount that was actually due was {$390.00}. So I hung up from the automated system and called customer service and asked the following : Why is the balance only {$25.00}? Since that is not my minimum payment amount of {$390.00}, what is this amount for? Is it a fee? Why is my regular minimum payment amount not stated as the balance owed? Why hasnt the {$25.00} ever showed up on account statements or their automated system? The answers I got back was that they couldnt tell me what the {$25.00} is for as it was not showing up in their system. One agent said my minimum payment due wont show up in their automated system until the day AFTER the due date, which is false. Other agents said they dont know why my minimum payment was not stated in their system on my due date. One agent ( XXXX ) told me that the {$25.00} is not a late fee but would research their archive system and call me back with an answer. This agent also said that it must be very old since its not in their system with current transaction history. I asked that agent if thats the case, why hasnt the {$25.00} shown up on past statements or on their automated system when I call to make a payment by phone? The agent said they didnt know but would find out and tell me when she calls me back. That agent did call back and left a voicemail saying it was an NSF fee from XX/XX/XXXX. No explanation was given for why this fee has never shown up on my statements before XX/XX/XXXX or stated on their automated system. So now I have a mysterious {$25.00} payment thats from almost 5 years ago that theyve never told me about until it showed up last month on their automated system and they can not provide proof for the charge. This is an abusive practice!! When I tried to access my account statement online for XX/XX/XXXX to view the supposed NSF, I got an error message that the statement is not available. That's when I noticed that they stopped providing account statements after XX/XX/XXXX ( see attachments ). By law the finance company must provide account statements for each billing period ( which is monthly for this loan ). This is another UDAAP violation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97006
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company SunTrust has a site to pay your mortgage one can pay extra money on the mortgage principal the problem is their site doesn't work. You can call in and pay the exact amount or wait forever for a phone agent. This I believe is all to charge as much interest as possible. They need to be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Around XXXX XXXX I traveled from XXXX to XXXX and in between a store clerk copied my card information and begin making purchases via online using my card information. When I became aware I notified the bank to shut the card down. Once it was done the BB & T begin charging excessive fees and then refused to give me access to the account so I could fix the problem. I even asked if I could drive XXXX hours away just to handle the problem. They have been unwilling to help with resolving the issue. They are making money by charging me fees by the day!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49506
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XX/XX/2021 I requested a payoff quote for my loan and was given the amount of {$9300.00} that was to be valid through XX/XX/2021. That payment was made on XX/XX/2021, however in between that time my regularly scheduled auto payment of {$250.00} was deducted on XX/XX/2021. Since the quote that I was given was to be valid through XX/XX/2021 I assumed that I would be getting a refund of the overpayment amount of {$250.00}, however the refund I received was for the amount of {$26.00}. When I contacted Lightstream customer service their response was that the payoff quote that I was given included my upcoming monthly payment, this made very little since to me because if I had only made a payment for the amount of the payoff quote that would mean I would still owe a balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65803
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A