Date Received: 2021-10-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have been with the BB & T account for about a year.When I opened the account I have had difficulties depositing them at the ATMs and they are never good apart from that when I opened the account they did not inform me that when you make a deposit it has to be before XXXX at night and especially the banks enter a transaction they give the client until the next day to make the deposit I tried to make the deposit and could never have the facility to do it and what this bank does is take him The money to the clients only with a minute that passes you to make the deposit they have stolen {$290.00} in a course of a few days where when I opened the account I deposited XXXX XXXX dollars and today a few days ago I tried to deposit the money and for the reason that they joined XXXX XXXX the system does not recognize the debit card and that's why they steal your money I need you to please help me with that and demand that they give me my money back that bank everyone to him those with financial problems are stolen from clients
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: We were contacted by email and phone by SunTrust about transactions that were made XX/XX/XXXX by XXXX XXXX XXXX out of the XXXX XXXX in the amount of XXXX and then again, a separate charge in the same amount of XXXX was made again on the same day by the same company. On the same day, XX/XX/XXXX another unauthorized transaction to our account in the amount of XXXX to XXXX was made. None of these charges were made or approved by us or anyone in our family. We reported the fraudulent charges within several hours of being notified by phone and by e-mail on XX/XX/XXXX ( charges over XXXX and international charge ). On XX/XX/XXXX we called for an update on the progress of our claim of fraudulence and were told we needed to wait the full 10 business days for a resolution. On the 10th day XX/XX/XXXX we called again and were told the claim had been closed as we had called on XX/XX/XXXX and stated our son had made the transactions. THIS ERONEOUS STATEMENT WAS FALSE. WE DID NOT IN ANYWAY STATE OUR SON HAD MADE THIS TRANSACTION! Since this was a phone call and as you state, all phone calls are recorded, we asked that the recording be reviewed to verify this being false. We were told a rebuttal form was being emailed to us and we would receive it within 24 hours. We were told it was sent twice during this conversation to make sure we received it. Since we were having a difficult time understanding the foreign speaking women we were talking to, we called again and repeated our claim again moments after speaking with the women. Our information was taken down by a man and we were told again a rebuttal form would be e-mailed to us 24-48 hours, again supposedly sent to us twice again. We have never received the rebuttal form from either representative. I checked to make sure the correct e-mail was giving XXXX, check junk and spam email. All we asked was to verify the call on XX/XX/XXXX was to check on the progress of our claim and not to acknowledge the transaction but to clarify the incorrect information in closing our dispute of this fraudulent transaction. On XX/XX/XXXX we called again to check the progress and inform the representative we had still not received a rebuttal form. Again, our information was taken down and a rebuttal form was to be emailed. At that time, we also asked to change the email in case there was an issue with XXXX to XXXX and to resend the rebuttal form. At that time the representative advised us to go to our local SunTrust Bank and they could help us with the rebuttal form. XX/XX/XXXX we went to our local bank XXXX XXXX XXXX, XXXX, VA XXXX and spoke with Mr. XXXX XXXX who in-turn called the SunTrust fraud department and was told a rebuttal form would be e-mail to him and again to XXXX within 24 hours. As of XX/XX/XXXX no email was received to either Mr. XXXX email or to ours. Mr. XXXX called again today XX/XX/XXXX and the fraud department faxed him the rebuttal form. We have asked on many occasions that the recording of this call be listened to and to verify our call on XX/XX/XXXX was to only check on the progress of this claim. Whether by mistake or malice incorrect information was entered which has been extremely stressful to us not to mention number of calls that have been made to no avail trying to receive the rebuttal form. Today XX/XX/XXXX i called again to see where we stood on the Rebuttle with the Fraud department after a week of waiting and they have not done anything so far we have working on this for a month now with no resolve to it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: BB & T Bank continues to wrongfully and illegally pursue collection activity on an overdrawn checking account opened fraudulently in my name in an identity theft scheme, a scheme BB & T is currently investigating as of XX/XX/2021, and contrary to verbal assurances made to suspend collection efforts during the pendency of their fraud investigation. Upon information and belief this conduct violates, among other laws and regulations, the Fair Debt Collection Act, section 5 of thr FTC act, which prohibits unfair or deceptive acts or practices in ir affecting commerce, and further constitutes an Unfair, deceptive or abusive act or practice under the Dodd-Frank Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10583
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, CFPB notified me that it sent complaint ID # XXXX to the company, Suntrust Mortgage . On XX/XX/XXXX, Suntrust Mortgage responded ( see attached ). In paragraph 4, the writer states : " Your loan was on a forbearance from XX/XX/XXXX through XX/XX/XXXX. '' Under the CARES Act of XX/XX/XXXX, Suntrust Mortgage has committed a criminal violation of federal policy. According to Suntrust records of the account at issue, all mortgage payments were paid timely through XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX closed the entire state until further notice due to the pandemic. On XX/XX/XXXX, President Trump signed the CARES Act of XX/XX/XXXX/ In Suntrust 's correspondence dated XX/XX/XXXX ( see attached ), all clients were notified that " [ I ] f you loan is a federally-backed mortgage loan ... .you are entitled to an initial forbearance period for up to twelve ( 12 ) months. You can also entitled to extend your total forbearance period for up to twelve ( 12 ) months. '' So, my forbearance period began on XX/XX/XXXX. Therefore, my total forbearance period extends through XX/XX/XXXX. Under federal law, my next payment due date is XX/XX/XXXX. Suntrust 's own correspondence is proof of its federal law violation. In its XX/XX/XXXX attachment, Ms. XXXX XXXX writes : " On XX/XX/XXXX, we applied {$3100.00} from suspense toward the XX/XX/XXXX and XX/XX/XXXX payments, leaving {$830.00} in suspense. '' Suntrust deceptively applied client 's funds to a XX/XX/XXXX payment that does NOT exist pursuant to the CARES Act of XX/XX/XXXX. Suntrust further placed client 's funds in a " SUSPENSE '' account on at least nine ( 9 ) continuous occasions as verified by its XX/XX/XXXX correspondence in VIOLATION of federal law. Ms. XXXX XXXX, Officer, Client Resolution Senior Specialist Client-Advocacy, further writes : " On the same day, we disbursed {$3700.00} for taxes ''. Under federal law, any disbursement for taxes must come with full disclosure of client 's funds. Here, Suntrust failed to provide its client with full disclosure of client funds disbursed for taxes from a " SUSPENSE '' account in violation of federal law. Suntrust continues to place client 's funds in an illegal " SUSPENSE '' account due to its illegality of attempting to establish an escrow account that does not exist. In the XX/XX/XXXX CFPB response ( paragraph 4 ), Suntrust 's officer, Ms. XXXX, states that " [ O ] n XX/XX/XXXX, another notice was mailed to you to advise the delinquent taxes were paid and an escrow account was established for the life of the loan in accordance with the Deed of Trust. This information is also stated on the signed Escrow Waiver ''. Ms. XXXX is referring to paragraph 7 of the Escrow Waiver already on file with CFPB. However, the delinquent taxes were paid by Suntrust and was also covered by the CARES Act of XX/XX/XXXX. Under the legal doctrine of UNJUST ENRICHMENT, Suntrust CAN NOT benefit twice during a pandemic whereby most mortgagers nationwide were similarly situated through no fault of their own. Hence, paragraph 7 refers to " fault of your own ''. Therefore, Suntrust has NO legal authority to create an ESCROW account without the consent of the client.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 209XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XX/XX/2021, opened a checking account at the XXXX XXXX XXXX, FL branch with a check made out to me on another SunTrust bank account in the amount of {$25000.00}. I withdrew cash from this account as I was not immediately given a debit card. I withdrew money 2 more times and paid some bills. While on vacation, XX/XX/2021 still without a debit card, attempted to make a withdrawal and was advised at the branch in XXXX, GA that I couldn't make any withdrawals, the teller couldn't tell me why, just to call customer service. Within the hour, I called the customer service number I was given and was told my account was " in the process '' of being closed. I still wasn't given an explanation as to why. I asked for a supervisor, who also told me the same, just that my account is under investigation. I of course, became furious. I continued to call each day to try to get any information. Still, nothing. I went directly to the branch I opened the account and spoke with the branch manager, XXXX ( don't recall last name ) who was very friendly, called her know department and was given the same information. She also advised this was unacceptable. Upon my calling daily, I was then connected with a " client advocate '' XXXX XXXX. He also could give no explanation, as with everyone else he said it's under investigation with the " back office ''. I again advised of the hardship this is putting me and my family through. I had lost my job due to Covid and my unemployment compensation had ceased. This is all I have to pay bills, put food on the table and other day-to-day necessities. This has been of no concern to SunTrust or any person I have spoken with in the SunTrust company, except the local branch manager, XXXX. She even brought me a cake and flowers on XX/XX/2021, as that was my Birthday. I was told on XX/XX/2021 that my money was being mailed to me. I couldn't be told HOW this {$23000.00} ( estimated ) was being sent. US Mail? Certified mail? XXXX XXXX? No one knows. I find this and every action to be very irresponsible from a Financial Institution as SunTrust is. How no one can tell me where this large sum of being can be located??? Was it simply dropped in the mail by a mailroom clerk? I have taken to Social Media and soon discovered that I am not the first or only customer to experience this from SunTrust. Again, completely irresponsible and unprofessional. I am and will continue to tell everyone, essentially my teenage children and their friends who may be potential victims of SunTrust in the future. Very disappointed customer, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: BB&T BANKCARD Contact XXXX XXXX XXXX XXXX, NC XXXX (XXXX) XXXX-XXXX HAS BEEN SENDING ME COLLECTION NOTICIES IN THE AMOUNT OF XXXX THE COLLECTION HAS BEEN REPORTED AS PAST DUE . I DO NOT KNOW THIS COMPANY. I HAVE NEVER DONE ANY BUSINESS WITH THIS COMPANY . THIS COMPNAY DOES NOT HAVE A CONTRACT WITH MY SIGNATURE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I requested an official direct transfer of my IRA from SunTrust to my IRA at the credit union. This request clearly indicated transfer to be done on the day of maturity, since it was an IRA CD. SunTrust send a check payable to my IRA with credit union a few days before the maturity. My Credit union received and tried to deposit money to my IRA. However for some reason SunTrust withdrew the money back and my credit union was not able to clear the check from SunTrust. Now I don't know where my IRA money is. It is absolutely unacceptable, particularly with the IRA money. Manager from the SunTrust branch in XXXX, I went to for help, told me to wait for SunTrust to figure out how they will correct their mistake. I called SunTrust customer support several times and did not get any explanation of why the check was not cleared. I am very unhappy and don't know what to do next and I need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34104
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I borrowed money from XXXX [ XXXX ] bank about a year ago. I refinanced my home and secured money to pay off balance of said loan. On XX/XX/2021 I requested a payoff. The amount given was good till XX/XX/2021. The mortgage company I have, sent a check for {$1000.00} over the amount due to payoff the loan before XX/XX/2021. XXXX took the check paid off the loan and took an additional monthly payment and sent back a check for {$400.00}. I need help to get my full overpayment returned to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
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: 2021-10-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have inquiries on my credit report that weren't made by me. I don't have these accounts and haven't applied for the accounts. I believe they were made by an ex husband who was using my information to try and obtain a vehicle loan because the same items are repeated on multiple reports. The point being someone, not me has access to my information and has unauthorized access and inquiries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99504
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I have reached out to SunTrust Mortgage numerous times without success. I have called them numerous time to drop the PMI off our loan but they never do. Our home loan is well under the 25 % for PMI and they refuse to remove it from our loan. Every time I contact the bank they advise us that that have no record of our call or they are still looking into the matter and to call back in a week or so. Unfortunately this has gone on way to long and if you could help us it would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A