Date Received: 2021-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021 I was reminded that my account is 2 payments ahead. These payments were made a few years ago and have rolled over each month not being applied. To recover those funds I was told by the representative to just not make the next two months ' payments. When I did as told I received late notices. In frustration, not wanting a bad credit rating, I paid the whole account back up in XXXX. This made it two payments ahead again. Suntrust transferred the account to Truist. Both Suntrust and Truist agree there are 2 payments rolling forward. Furthermore, the account shows it, see attached. I am unable to get anyone to tell me how I may recover those funds. I am about to pay it off but the PayOff statement does not reflect these funds ( see attached ). I am desperately trying to get these funds back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27360
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was granted a COVID relief forbearance by Suntrust Bank 18 months ago. As instructed at the end of the 18 months, I requested a modification to the loan on XX/XX/2021 to extend the loan to 40 years with a lower monthly payment/interest rate. I was told at that time I did NOT owe a monthly payment and that I would received the paperwork within 30 days to sign and modify the loan. I havent received the paperwork and called back on XX/XX/XXXX. I was then informed that I needed to make a payment because the 18 month forbearance had concluded. I submitted payment over the phone with the representative and confirmed my option was being processed. I was told I would receive the paperwork within the 30 days. I havent received any paper work to date- XX/XX/2021. I received a letter in the mail stating that my account is now delinquent and offering options if youre unable to bring your account current. I called on XX/XX/XXXX, and after being placed on hold for nearly an hour, I was told that I asked for additional assistance, which isnt the case. I only asked for a loan modification in XXXX, and nothing else. Ive never received any paperwork, confirmation, contract or anything indicating that I would be able to modify my loan. I was then told that this was a mistake and entry error by preservation specialist at Suntrust. I was then told that the mistake would be corrected, and that I would receive paperwork after 30-60 more days. I repeatedly asked for confirmation, and was told that we dont send confirmation and we dont do that. They wont send an email, letter, or any firm offer of credit or confirmation of sorts. I asked to speak to a supervisor, and was told that I will receive a call within 24-48 hours. Im a XXXX XXXX and senior citizen. Through Suntrusts lack of transparency, deceptive business practices and refusal to send ANY form of confirmation or acknowledgement, Ive been overwhelmed with stress and fear that my home could be placed in foreclosure if I dont pay the entirety of the balance from the forbearance period despite repeatedly being told that I could defer the payments and roll them into a new 40-year mortgage. Is this how senior citizens should be treated after enduring a pandemic for a year and a half? Is this what the national and local government had in mind when they issued mortgage relief amidst a pandemic? Why must corporations continuously fight everyday working class people for every single penny and put their lives into a state of stress filled peril? According to several realty experts such as XXXX and XXXX, my property has nearly doubled in value. Could it be that Suntrust wants to deceive me by offering options they dont plan to execute in order to foreclose on my property? Is this something thats happening to senior citizens and people around the country? Is this the relief that we were promised? I certainly dont think so. I plead that someone helps me take control of this situation and that Suntrust and all mortgage lenders fulfill their promises and help senior citizens, and people, like myself navigate this difficult time. I just want my payment rolled into a 40-year mortgage like I was promised over the phone three separate times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/2021 I received two emails from Truist Bank that a new user ID was created and was associated with an online checking account, even though I did not open any account. I drove to the nearest branch office and they closed the account and flagged it. According to their records, the person that opened the account used my name, address, date of birth, and social security number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78757
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company failed to pay my property taxes and have incurred late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XXXX XXXX, I was in an accident with the vehicle in question and it was deemed a total loss by my primary insurance company and I also had a gap policy. Both insurance companies have paid on the claim and the lien company I had cosigned with for the vehicle documented that they would release the title to me once payment was made and I have not gotten the title and they are continuing to bill me for an additional amount that was left over after the payments were made to cover the cash value of the car in full. The problem I am having with the finance company is that they have not released the title and are continuing to bill me for a balance that was discarded between them, myself and the two insurance companies. I do see that this has been a problem with a previous customer
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: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I been banking with suntrust for fee years. I have power of attorney over my husband because he is XXXX and XXXX XXXX. His checks have been coming into my account direct deposit and paper check. I Make monthly deposit .my account has been frozen. I brought all documents my husband. I was told my account is closing and I will receive a check in 7 to 10 business days. It's been 3 weeks and no access to my money I don't have access and I am stranded. This is wrong. I need my money immediately
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: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I applied for a car loan in 2019 after that done used my identity to keep applying I havent had any help with the bureaus to remove the inquires
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2021-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have spent nearly 2 months, 2 in person visits, and several hours on the phone trying to recover {$2200.00} that was stolen from me. My wallet with ID and debit card was stolen from me in XX/XX/XXXX. I immediately notified the bank and felt I should close all 6 of my accounts, but I was assured by the fraud department that extra security measures would be placed on my account. They informed me that the extra security would mean that no business could be conducted on any of my accounts over the phone or in the drive thru lane. I would need to go inside and present 2 forms of identification. At the end of XX/XX/XXXX, a theif impersonating me presented a stolen check written to me to be cashed. The teller cashed this check in the drive thru lane with only my stolen driver 's license for identification! When a stop payment was made on the check by the other victim of this theif, SunTrust removed the money from my account. I was originally told it would take 15-30 days to investigate ( which I felt was ridiculous as this was not regular identity theft, this was 100 % Teller error! ). I was told on at least 5 different phone calls that I would receive a phone call within 24-48 hours and it has never happened! In all of this time I have received 1 email which required me to return a signed affidavit. This was almost 2 weeks ago. I emailed the affidavit right away and immediately received a notice that the representative was out of the office for several days. I've sent 3 more emails to this representative, with no response. I am at my wit 's end. I have been a SunTrust customer for almost 20 years and am beyond dissapointed. I want 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: 37167
Submitted Via: Web
Date Sent: 2021-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Complaint with Suntrust Bank now called Truist. Since XXXX of this year, I have had technical issues with downloading transactions from my business checking account into accounting software ( XXXX ). After spending hours with Suntrust technical support both through chat and phone they keep blaming XXXX for not updating their software. My latest contact with XXXX support finding shows Suntrust download file has a formatting error and is not compatible with XXXX. How do I know this?. Quickbooks support shared my computer screen and walked me through the step of editing the raw file. After the steps have completed the file was successfully downloaded into the XXXX software. I would like to request you to intervene and have Suntrust ( Truist ) support share my computer screen and see for themself the error. It is very difficult to get both parties online at the same time unless each has a phone number where an individual can answer immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/XXXX : I signed up for English classes for my son and made monthly payments of {$50.00}. I attended online XXXX XXXX. There were issues were connecting to the system and getting help. I called and emailed tech support with no response. XX/XX/XXXX : I attended orientation day online. There were issues connecting to the system. The teacher tried to help me, but she was unsuccessful. I contacted support, and I was on hold for an hour. I emailed tech support, no response. XX/XX/XXXX : I canceled the class before it began via email. I could see this was not going to be a good fit. The company didn't offer help in accessing the course. XX/XX/XXXX : The company wasn't responsive, so I called Suntrust to file a dispute and stop payment on my account for XXXX and the amount they are debiting. XX/XX/XXXX : XXXX debited my account again, even though I dropped the class and SunTrust stopped paying my Acct. XX/XX/XXXX : I filed a complaint with the CFPB XX/XX/XXXX : Sent letter acknowledging the dispute asking for more information. XX/XX/XXXX : Faxed more information to Suntrust. XXXX : I called SunTrust for an update. The Representative said they closed the case because they didn't receive the information. XX/XX/XXXX : I step into a branch and fax the information. I received a transmission log as a receipt showing I sent the documents. XX/XX/XXXX : Suntrust sends a letter saying they didn't receive the information. XX/XX/XXXX : Stepping into a Branch to send documents again because XXXX XXXX sent a letter saying she didnt receive the documents. Again
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A