Date Received: 2021-10-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: My brother passed away on Friday, XX/XX/XXXX. The day of his funeral, Thursday, XX/XX/XXXX, I was trying to arrange with movers to take my brother 's belongings from a XXXX XXXX facility to our home in Florida. The movers wanted a deposit to be paid through XXXX rather than check or credit card which I felt was fine. My husband and I have joint accounts with SunTrust, now Truist, and I handle all the banking ; my husband doesn't do any of it. We have used XXXX before and I was trying to pay the movers through XXXX and had a problem with the transaction. When I called SunTrust, the representative asked if my husband was available because I needed my husband 's " permission '' to make this important transaction as his name was first on the account. I told the rep that my husband was not there, which he wasn't, and I didn't need his permission as this is a joint account and I won't open up another account in order to justify this transaction. The rep and I went back and forth with this and nothing was accomplished and I was extremely upset and angry. Yes, I do have a temper and I did curse. I went through XXXX trying to pay these movers, not only for the deposit but for the final balance as well. I tried going through the chat with SunTrust and that didn't help either. They could have cared less that I was burying my brother the day I called because they wanted my husband to call them to give his " permission to the little woman. '' They have now suspended our online banking as a result of this situation because I refuse to let my husband call them. I never even bothered to tell my husband about this because I know he would think this was ridiculous. It's the principal of the matter ; plus they caused me such grief the day of the funeral and thereafter due to this scenario. I will never forgive SunTrust for how they handled this delicate situation in such a thoughtless manner! I now have to go through my brother 's Guardian /Conservator ( I am the G/C ) account in order to pay our mortgage or check our other accounts. SunTrust just keeps piling on the grief! This isn't the first time I've had problems with SunTrust. They wouldn't let me close my deceased brother 's business account, even with proper documentation, until I mentioned that I was going to contact my lawyer. I could understand if I was trying to cheat my husband out of money, but to ask his permission to send money to the mover who was helping me with my deceased brother 's belongings was outrageous!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33917
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been a mortgage client of SunTrust Bank ( Truist ) for over a year now. In XX/XX/XXXX, I lost my job due to COVID-19. I had money saved so I continued making normal payments. After my savings were close to depleted, I applied for Forbearance in XX/XX/XXXX. The forbearance was scheduled to end in XX/XX/XXXX and my first payment was due XX/XX/XXXX. On XX/XX/XXXX, I electronically signed a deferral agreement that would move four payments ( XXXX, XXXX, XXXX, and XXXX ) to the end of my loan. In XXXX, I made a payment of {$2600.00}. I made a half payment in XXXX of {$1500.00}, I missed my payment in XXXX due to insufficient funds, and continued making normal payments in XXXX for {$2500.00}, XXXX for {$2600.00} and a double payment in XXXX for {$5100.00} to make up for the missed payment in XXXX. Every month, I kept receiving my statements, saying that I was past due. Every month, I would call in and try to get an explanation as to why I was past due and every representative I spoke to would say that they were still transitioning from the forbearance and for me to continue making my regular payments. The statement I received dated XX/XX/XXXX said I was past due {$7700.00} saying I needed to pay the balance in full. On XX/XX/XXXX, I called to pay {$5200.00} and they accepted my payment. Then on XX/XX/XXXX I called to pay the rest of the balance to pay the {$7700.00} in full. Somehow, the {$5200.00} was returned to me because it did not cover the full amount of {$7700.00} and the other payment I made never got processed, even though I received a confirmation number from the representative. That same day I spoke to a lady named XXXX XXXX, who looked at my payment history and noticed a discrepancy. She submitted my account to a supervisor for review and stated that I would get a call back within 72 hours to let me know what the issue was. After not hearing back form them, I called back on XX/XX/XXXX and spoke to a gentleman named XXXX from the client services department, ( Employee ID # XXXX ) who went over all my payments again, and came to a conclusion that some of my payments had been misapplied. He sent an email to the appropriate department, the home preservation department, detailing what had happened and what needed to be done to fix the issue. He stated that I should only owe a payment of {$2500.00} for the month of XXXX, and {$970.00} that was short for the month of XXXX. He advised me to call back on XX/XX/XXXX, to see if my account was fixed and to make the payment we agreed on of {$3600.00}. I called XX/XX/XXXX and the person I spoke with from the home preservation department said I now had a balance of {$10000.00}. Then she said she noticed my account was still under review and to call back the following week. I called the home preservation department again today, XX/XX/XXXX, and the person I spoke with said they had no control of my account because I was no longer in loss mitigation. She told me I needed to speak to client services again so that they could fix it. Every time I call this company, they always point fingers to other departments saying they can't do anything to fix my issue because a different department is supposed to take care of it. I call client services and they tell me to call home preservation. I call home preservation and they tell me I need to speak with client services because I am no longer in loss mitigation. Whenever I ask to speak to a manager they tell me they can't transfer calls because they are all working from home. Then they tell me someone will call me back within 48 hours and nobody ever calls. It is a never ending cycle and no one seems to want to help me. I have been trying to get my mortgage current for 3 months already all the while getting the run-around by every customer service agent saying it is not their department 's issue. All this time my credit is getting hit with 90 day past due statuses when in fact I could have already brought my account current since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78132
Submitted Via: Web
Date Sent: 2021-10-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home mortgage with Suntrust Bank. They keep emailing me sensitive private information via unsecured email. This creates a risk that I can have my identity stolen or became a victim of a fraud. I attach a screenshot of an excerpt of such an email, in which I manually redacted out the said sensitive private information. I have already requested that they stop doing so, and I was told that they would stop, but they keep emailing me said sensitive private information via unsecured email. When I call the callback number for their Mortgage Client Services at XXXX to talk to a representative, after collecting from me my personal information their system transfers me to a mailbox menu that requires me to know the last name or a mailbox number of the person I am calling - which I do not know - and then disconnects me without giving me any options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I received a {$20.00} maintenance fee on my checking account this month which violates Truist 's banking policy. Every month I receive more than {$3000.00} IN DIRECT DEPOSIT from the VA. I am a XXXX XXXX XXXX veteran. I have been getting this deposit for years. Truist customer service claims I did not get the VA money on XX/XX/XXXX which I clearly did because it is on my statement. The money was clearly deposited by the US government on XX/XX/XXXX. They lied and refused to return my money. This bank steals money from veterans and their call center is not in the US. You will get no help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: their customer service would not help and take care of the negative inquiries reporting to your credit report. Lightstream Inquiry XX/XX/2021 XXXX XXXX XXXX XX/XX/2021
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2021 I signed up for bank account promotion with BB & T. The code provided was XXXX. The amount promised in the terms was XXXX $ after completing 2 direct deposits of XXXX $ +. I completed the second direct deposit of XXXX $ on on XXXX XXXX. This was within the time limit in the terms. I had reached out to the company via email on XX/XX/2021 and they began to work on my case but they told me to wait even longer. I reached out again on XX/XX/2021 to see if they had resolved my promotional bonus but they still could not find it. Then again on the first week of XXXX i had to escalate the issues and call directly. I was told that i was eligible and that they were having issues internally with issuing funds so i would get compensation at the end of the month. So i waited until today to call again and now they are saying that i am not eligible due to opening the account with a different promo code.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27103
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: The following companies have used my credit for hard inquiries and I never allowed them permission to use my information or to run my credit. I have contacted the dealships and told them they need to fix this issue and they did not follow up with me. XXXX XXXX XXXX XXXX Inquiry from XX/XX/XXXX Regional Acc Inquiry from XX/XX/XXXX XXXX Inquiry from XX/XX/XXXX XXXX XXXX Inquiry from XX/XX/XXXX XXXX XXXX XXXX Inquiry from XX/XX/XXXX XXXX Inquiry from XX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30233
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Open the account at suntrust bank on XX/XX/2021 with XXXX then my account was closed on XX/XX/2021 they refunded my money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Prior CFPB complaint not addressed, Truist Bank supposedly mailed reply to me, nothing received to date. Their reply provided contact info which does not address complaint, their contact does not accept or return calls, a XXXX XXXX. It appears Truist Bank will not reply directly to CFPB, appears attempting to circumvent by providing contact info. Additional complaints marked as duplicate to avoid CPFB portal and also addressing them. This pertains to a mobile deposit made on XX/XX/2018, the amount of $ XXXX.The full deposit was made available next day on XX/XX/2018 after calling in, inquiring about availability. It appears Suntrust reps, now Truist Bank, failed to verify funds before releasing them. The check, a closeout check from XXXX XXXX, later returned due to stop payment placed which I was not aware of prior to deposit. Account became overdrawn, sent to several collection agencies, mostly recently, XXXX XXXX XXXX which was sued for their collection tactics. Truist Bank continues to attempt to collect, despite their own error in releasing funds without verifying Since this their own error, I request Truist Bank remove account from credit reporting, cease from collection activity. Complaints marked as duplicate will be investigated by CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06320
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: ACCOUNT WAS UNDER INVESTIGATION. REGIONAL SENT LETTER STATING THEY COULD NOT FIND AN ACCOUNT, ONLY AN INQUIRY THAT IS NO LONGER REPORTING. HOWEVER THE ACCOUNT IS LISTED ON MY CREDIT REPORT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31210
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A