Date Received: 2021-10-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have a car loan with Sun Trust and a checking account with BB & T. In making my monthly payment on the car loan they say I mistakenly clicked to pay off the loan. The full payoff, {$24000.00} was collected from my BB & T account, which had a balance of XXXX, overdrawing the account. I called Sun Trust and they tried to explain to the manager at my BB & T bank what to do. She was not interested and hung up the phone. I went home called Sun Trust again and they explained to have BB & T put a stop payment on the pending transaction, it would return to SunTrust, they would correct the account and everything would be normal. I called BB & T customer service, spoke to three different people, all who said they could not stop the payment but they would transfer me to someone who would. Each one said they could do nothing. I asked for a supervisor and they hung up on me. In the mean time my money is closed off, I have no access to the cash in the account. BB & T said it could take 10 days to resolve. I asked the manager at the bank how do I live without access to my cash. She said use a credit card. I can not believe a simple mistake, that Sun Trust understood and was willing to fix on their end, can not be rectified. And to top it all off BB & T will be charging me overdraft fees for the whole ten days. What can I do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/XXXX : Fraudulent check for {$4400.00} was cashed by an individual ( criminal ). He altered my check to XXXX to him personally and altered the amount from {$400.00} to {$4400.00}. My bank was Suntrust ( Truist ) and depository bank was XXXX XXXX XXXX ( XXXX XXXX XXXX ). Police report was filed. XX/XX/XXXX : Fraud identified from Truist statement, confirmed by check copy, and bank was notified of fraud. Bank teller printed check for review and agreed check was visibly fraudulent and bank manager was informed and agreed the check was visibly fraudulent, with obvious white outs and overwriting. XX/XX/XXXX : Bank called me once to request additional information. Phone number not recognized and call not heard. XX/XX/XXXX-XX/XX/XXXX : Ongoing contacts with Truist bank employees. XX/XX/XXXX-XX/XX/XXXX : Affidavit requested and returned. XX/XX/XXXX : XXXX XXXX XXXX notifies Truist of denied claim. XXXX XXXX XXXX states bank is not liable as bank was not notified of the alteration within 30 calendar days from the date the bank makes the statement on which the error first appeared available to you. XX/XX/XXXX : Truist notifies me of claim denial. Denial referencedXX/XX/XXXX denial for failure to notify the bank within 30 calendar days from discovery. Truist denial is unfair and abusive and justifies regulatory review, as the bank was not providing quality and service by administering the claim in a negligent manner that harmed the consumer. XX/XX/XXXX : Letter to Chief Legal Officer requesting payment. XXXX XXXX, XXXX : Claim denied. XXXX XXXX email to CLO, XXXX XXXX denied, follow up denied XXXX XXXX. XXXX XXXX, XXXX attorney letter to Chief Legal Officer requesting payment, XX/XX/XXXX XXXX claim denied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been banking with Suntrust for years. I had an overdraft alert set up in the Suntrust app. Suntrust app was shut down. It stated I have to login through Truist. My account was over drafted and accrued 9 overdraft fees totaling XXXX dollars. I finally realized today when I checked my account that it had been over drafted. I called the bank and she said they can only refund XXXX dollars. Im a XXXX so I dont get paid a lot. I told them I understand if they cant refund the full amount but please give back more of the money lost. She said sorry I cant do that. I called back later on and I was told they can not refund anymore of the money because of their system. She said it doesnt matter how many times I call. I asked if I could speak to her manager or someone else. She said it doesnt matter who you talk to its not going to change. I was not transferred and she started with is there anything else I can help you with other than you attempting to get a refund. Im furious
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: Credit obtaining from the dealership with regional acc but got denied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: BB & T is reporting to credit bureaus a mortgage with a balance of {$240000.00} and monthly payment of {$2500.00} that is not a mortgage obligation of mine. XXXX XXXX XXXX BB & T branch employee referred me on XX/XX/XXXX to the BB & T Mortgage Division. On XX/XX/XXXX the Mortgage Division referred me to the Fraud Department online support at XXXX and I emailed the online support. On XX/XX/XXXX online support replied with direction to visit the local branch for assistance. On XX/XX/XXXX I visited the branch and was told by the branch rep that he would attempt to resolve the issue. After repeated attempts to subsequently reach the branch rep he contacted me on XX/XX/XXXX and verbally acknowledged the mortgage is not mine but directed me to the Mortgage Division. The Mortgage Division on XX/XX/XXXX informed me they can not confirm in writing because her division is working from home. She recommended I complete a BB & T mortgage release research form for the mortgage that is fraudulently reported in my name. I can not complete the form because the loan is not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I received a call from regional acceptance on XX/XX/2021 around XXXX. The rep didn't not verify my identity, make and model of auto, she didn't let me know that the call was being recorded.I asked her to cease and desist from calling me 3 times because she refuse to argue with me and tell me how bad my pay history. She continued to talk over me and when I told her that is what she was doing she told me I am not talking over you we are just talking at the same time with no remorse. All so the call disclosure was not given she violated the FDCPA in so many ways.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29673
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2021 unauthorized charges in the amounts of {$190.00} and {$20.00} were debited from my account, previous card number ending in XXXX was reported lost/stolen on XX/XX/2021. A new card ending in XXXX was received and activated on XXXX XXXX. The merchant of unauthorized charge was not authorized to debit funds from new card ending in XXXX nor checking account. Merchant was never given card nor account number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38127
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I was wrongly charged 3 overdraft fees but my account never went negative. My balance on the morning of XX/XX/21 was {$85.00}. On that day a deposit of {$40.00} posted and I had 3 debits that totaled {$23.00}, so the funds were there to cover the transactions. I was shocked when I looked at my account the morning of XXXX and saw that BB & T had charged me 3 overdraft fees totaling {$100.00}! I went to my local BB & T branch to meet with a banker because I was absolutely sure this was an error and it would be resolved with a refund of the fees. I pointed out to the banker that the transactions on my account did not take it into the negative. She said, " Oh, you can't go by that. '' I said, " Are you saying my account does not need to go negative to get an overdraft fee? '' She printed out an " explanation '' which I have attached. It said my XX/XX/XXXX balance of {$85.00} was debited by 5 transactions totaling {$160.00} that took it to a negative balance of - {$81.00}, but those 5 debits did not post till next day, XX/XX/XXXX! On XX/XX/XXXX, when those transactions actually posted, my social security direct deposit had come in, so those 5 debits were well covered. The printed " explanation '' tried to say that the transactions that posted XX/XX/XXXX should actually be counted against my XX/XX/XXXX balance. I do not understand how this can be considered fair banking practices. How can they charge overdraft fees on an account that never went into overdraft? This is trickery, unfair, and deceptive. I am XXXX and on a fixed income. I can not afford these predatory fees. Since I realized the banker was sticking to her story that the fees were correct, I asked for a courtesy refund. She checked with her manager and came back and told me that she could not give me a refund because I had been given a refund two years ago! I'm attaching my account activity from XXXX XXXX XXXX, and the " explanation '' detailing the unreasonable and unfair fees they charged for overdrafts that never happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29673
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My BB & T debit card got two authorized transactions from XXXX on XXXX XX/XX/2021, one is XXXX $ one is XXXX XXXX Which is happened before on XXXX XXXX and XXXX XX/XX/2021, and I contacted BB & T right time that I found the transactions posted on my online app. Then BB & T refunded the two transactions XXXX XXXX. But it happened again XXXX XX/XX/2021, I contacted the BB & T many times, they tell me it was denied by XXXX, I need to show them the proof of the returned items purchased on XXXX. I tried to find the packages documents and emailed to BB & T XXXX XX/XX/2021, then they asked me to wait two work days to receive their response. I called them back after XXXX work days then they just tell me my claim is out of time frame and they can't do anything about my claim. I mean I did everything they told me to do and follow their instructions and I didn't waste any time. I called them last Thursday, the receptionist told me that she will talk to her professional analyst then call me back after two work days. I didn't receive the call and I called them today, the receptionist told me my claim status still remained denied. I don't know what to do because of my XXXX account was lost, so the XXXX told me that they can't do anything for me and what I can do is contact my bank. English is my second Language, so I can't express myself very clearly. I'm just an XXXX XXXX, it's a lot money for me. Please help me with BB & T and solve the problem. Thank you very much!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22042
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On or around XX/XX/2021 we started the new construction loan process with XXXX XXXX XXXX for {$570000.00}. We were qualified for the loan after submitting all documentation. Upon their request for additional documentation, it was submitted within a day 's time. This process is now at 196 days, with no closing date in sight. Weve had to redo the building contract four times, due to the construction department not knowing what they needed in the contract. We also had had to resubmit updated financial documents on multiple occasions due to the loan taking so long to close. We were told from the beginning of the loan process that our debt to income ratio was good and below their requirements. Then months in, they said we were under 1 % too high, but if we paid off our {$11000.00} truck we would be under. This was paid off and verification sent. Weeks later, they are now saying it is .7 % still too high. Mind blowing. We have filed multiple complaints with them on multiple occasions, all the way up to the Vice President. After our first complaint with the Vice President ( months ago ), he advised on multiple occasions he would give us a call with an update, but has not once called with an update. On multiple occasions we requested to speak with someone in authority, above the Vice President, who can make a decision. We have never been given that information. We were advised by the Vice President that a meeting was being held on XX/XX/XXXX to discuss our case. After that meeting the Vice President advised that now some of the right people were working on our file. Several days later, XX/XX/XXXX, they are now, for the third time, requesting us to update ( at our expense ) the same financial paperwork already submitted, because those are again expired, due to the extended loan period. No one seems to be in communication with one another and each department blames the other for the issue arising. No one seems to be in charge and no one can be reached who has the authority to make a decision. This process has cost us so much time and money! Our builder is frustrated and threatening to walk. WE ARE AT 196 DAYS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A