Date Received: 2021-09-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Around XXXX I was under a chapter XXXX which included my SunTrust Credit Card Debt. According to a XXXX XXXX Report I pulled my credit line was XXXX out ( see attachment A ). Around XX/XX/XXXX/XX/XX/XXXXSunTrust opened a totally new and different account with an {$8000.00} balance and sent me a brand-new credit card and said it was a XXXX Account Card and that I could not use it for any purpose. I called and asked for an explanation and details of charges and was told it would be mailed but it never was. SunTrust is not able to provide an explanation of charges in writing nor by phone. Over the past ten or so years I have called to dispute the charges and I was told things like If you disagree then why are you still paying on this. The last request was made XX/XX/XXXX, Request for Records # XXXX, Ive yet to receive a single statement. I requested a settlement of my unpaid debt at {$1400.00} ( 20 % ) of the balance due of about {$7500.00}, there response was {$5500.00} which is 75 % of the balance due. credit Card Account # : XXXX I was told that there are three other accounts ending in XXXX, XXXX, and XXXX that are attached to this account but no explanation could be given as to why. I have been paying on this debt of {$8000.00} for 14+ years, often times above the minimal requirement as my statement shows ( see attachment B and C ) the balance as of XX/XX/XXXX is {$7200.00}. My statement dated XX/XX/XXXX ( see attachment C ) shows that I paid {$1400.00} in financial charges in the year XXXX. Even if I only paid the minimal payment of {$140.00} for twelve months that would = {$1700.00} minus {$1400.00} in financial charges leaving {$310.00} to go toward the principal in one year alone but according to SunTrust Ive only put about {$750.00} toward the principal in 14 years. Credit Card Bill of Rights states Credit card companies must denote clearly on your bill how long it will take to pay off your balance when only paying the minimum amount and how much you would have to pay monthly in order to be at XXXX balance within three years. My statement does not, please see my attach monthly statement attachment B and C.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31721
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have owned this condominium since XXXX. I have had a mortgage loan through SUNTRUST the entire time. the original purchase price of the unit was {$120000.00}. I refinanced under the HARP program in XXXX to reduce payments after I lost XXXX % of the value of the home. The mortgage loan amount, at the time of the refinance, was {$110000.00}. My current principal balance is {$86000.00}. I have made numerous written attempts to remove PMI ( $ XXXX ) and they all have been rejected. I have been paying mortgage insurance for well over 10 years on this property and paid below 80 % of the original loan amount.
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: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is in response to the initial complaint that was improperly closed. This is not accurate. Ive never indicated that Ive never done business with XXXX XXXX and if thats a question please pull the actually call. Its clear that I have in the past based on my bank statements. Initially I did think that those transactions were unauthorized because the name on XXXX XXXX was not recognized. After I investigated them, I realized that some the charges were valid, just not the duplicates so I called and indicated such. As I stated several times, Im unable to login to XXXX XXXX as my account was closed. Again if there is a question there pull the call logs and things will become clear. If you were doing your job and disputed the charges requested, you would quickly see that the charges are actually in fact duplicates! Providing my XXXX XXXX statement should not be relevant as duplicate charges were not authorize and neither were any of those XXXX XXXX charges that I asked you to dispute as those were completely unauthorized. Again, Im asking you dispute the charges. Why dont you do that and see what happens instead of asking me to provide Info that I unable to. I mean seriously If Im saying XXXX XXXX wasnt authorized then whar on earth can I provide for you to prove that? The burden of proof should not be mine it should be the unauthorized charges. Thats the {$2500.00} that you reference. XXXX did mention that she needed cash app history but i mentioned that I dont have access to that. Why cant you just do what a bank is supposed to do and not question my intentions and integrity a consumer?!? Ive been with BBT for a number of years and applauded with the abysmal service that Ive received by the institution. To be frank, I am in process of switching all of my banking products from BB & T as the level of service is getting progressively worse. Why is this request such a problem? At this point I'm considering litigation regarding this matter because this is unacceptable that you wont even investigate. This is ridiculous when all you have to do is initiate the dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I have been trying to reach my loan company since XX/XX/XXXX. I needed help accessing my account to make a payment on my loan. BBT transferred to Truist requiring a new application on my phone and I needed login assistance. Could not get anyone to help Friday XXXX XXXX. There fore making my payment late. I tried again on Saturday to get into my account and successfully got in but then the desktop version would not let me select the date, but instead populated itself and then gave me an invalid date message. I again tried to reach the institution and the only 24 hour number I could call was for Credit card only, who transferred me to technical support who was closed. Flash forward Payment finally made on XX/XX/XXXX, now really late. At this point with the frustration I called to get pay off information to try and refinance the loan. Tonight XXXX I called and chatted the company. XXXX chatted me that in order to get the statement I needed to CALL. I informed her of the trouble I had in which she noted. I then continued to hold on the same number I was instructed to call but already had. When XXXX answered he informed me that he also could not help me especially with it being after hours in which I informed him I held for 45 minutes and could not help that it was now closing hour. He informed me that both the website and XXXX informed me incorrectly and I would need to fax a request for payoff information where I would not get it back until 24 to 48 hours. The company refuses to help customers by anwering in a timely manner, handling financial accounts with efficiency, etc. I work in customer service and am appalled at what it takes to get ahold of someone at this financial institution, let alone get what I need to try and take my business elsewhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: What Is this complain about? Pre-XXXX Successful Loan Modification on my family residence townhouse, the XXXX Mortgage holder was Sun Trust Mortgage. This previous XXXX XXXX was secured by a Deed of Trust, that is now more than 10 years old. There is a lien recorded due to this old 1st Sun Trust Mortgage that still exists and needs to be removed now when Sun Trust Claim & The legal basis of the claim now is made known via a Sun Trust Point of Contact to be specified by them as per this request via this CFPB protocol. The XXXX Loan Modification was done via XXXX XXXX XXXX Loan who assigned the modified loan to Seterus.Com ( XXXX Subsidiary ). About 5 years ago, this modified loan was purchased by Mr.Cooper.com of Texas who still this new modified XXXX XXXX holder. This current modified XXXX Mortgage is current and always been so. The current monthly payment as specified by Mr.Cooper.com is $ XXXX with {$600.00} for XXXX XXXX Payment and XXXX XXXXMo for Escrow. What Happened? Until XXXX, XXXX when Sun Trust Mortgage selected 3rd Party Debt Collector, for more than 10 years, Sun Trust Mortgage never contacted me regarding payment on their claim. SPS.COM weekly mailing of monthly payment does not specify what the Sun Trust Claim currently is and the legal basis of that claim. This issue needs to be specified and clarified by a qualified Sun XXXX XXXX POC, to determine legimacy and fairness by a specified XXXX for Sun Trust Mortgage. Discussed by qualified legal representative for myself & family. Once this SunTrust Mortgage claim and the legal basis is undestoods, steps than can be taken to legally settle a just monetary settlement so that the Sun Trust lien can be removed legally. SPS.COM is a 3rd party debt collector located in XXXX XXXX XXXX, UT. Each week they send a weekly payment due billing on behalf of Sun Trust Mortgage that does not specify either the " Sun Trust Claim '' currently or the legal basis of that claim. For example, if legal basis of the Sun Trust Mortgage claim is that they are exampt from the State of Virginia Statuatory limitation of 7 years, there needs to be legal justification for such Sunt Trust Mortgage examption claim via conversation with a qualified Sun Trust Mortgage POC and my legal representative verbally and if necessary in writing. What Happened TOPIC 02 : State of Virginia Attorney General 's Office Consumer Complaint No : XXXX XXXX XXXX XXXX XXXX XXXX Secondly, Since the XXXX Mortgage Forebearance is administered by the Office of Attorney General in Virginia, I filed a complaint against XXXX, in XXXX, XXXX for assistance in receiving such legal clarification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX experienced issues related to COVID Pandemic with high medical expenses and reactions to vaccinations and subsequent medical as a result of XXXX. XXXX allows customers to overdraft protection which was being brought back up to zero but apparently it took longer than bank allows. XXXX XXXX was not advised on any time limit. XXXXlus SunTrust charged XXXX XXXX additional fees as a result. SunTrust has apparently closed the account and has contracted a credit debt collector. This is outrageous as Suntrust/TRUIST received FEDERAL CARES FUNDING. I request enforcement action against SUNTRUST Bank. Account was closed over XXXX $ and SUNTRUST refused payments to bring the matter to zero. Further SunTrust did not notify customer in advance of action taken. SUNTRUST also reported the activity to outside reporting " ALERT '' ( banking databases ). The US Government has recognized the COVID as a national pandemic/national emergency and ordered citizens to take vaccinations that have ad citizens ill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear XXXX, Thank you for attached XX/XX/2021 Response Letter to CFPB Complaint # XXXX. Kindly please provide a corrected 1099 for account # XXXX for the property : XXXX XXXX XXXX XXXX, FL XXXX The attached IRS Form 1099 received from XXXX XXXX XXXX, notes that it is the lender for account # XXXX for the above referenced property. As there is no account # XXXX noted on the attached XXXXXXXX XXXX XXXX XXXX loan schedule and as there is no evidence that XXXX XXXX XXXX was the lender, we are requesting a corrected 1099 from XXXX XXXX XXXX XXXX XXXX XXXX, D/B/A XXXX XXXX not in its Individual Capacity but Solely As Trustee for the XXXXXXXX XXXX XXXX XXXX Please send a corrected IRS Form 1099A. Thank you very much for your immediate attention to this IRS reporting matter XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On Wednesday, XX/XX/2021 in the afternoon, I had an appointment with XXXX XXXX at the Suntrust bank location at XXXX XXXX XXXX in XXXX, Virginia. I scheduled the appointment with the intention of opening a Primary Business Checking account. When I met with XXXX, she seemed energetic and informative. I had a good experience opening an account with her. We were able to accomplish opening the Primary Business Checking account that day. I walked away with the standard packet of paperwork and essentials that Suntrust gives to clients who open an account, as well as the directions for signing up for online access to my account. I was told that my debit card would arrive in the mail. On XX/XX/XXXX, I transferred money from my credit union account into my Suntrust business checking account. The transfer completed on XX/XX/XXXX. On XX/XX/XXXX, I transferred the rest of my money from my credit union into my Suntrust business checking account. All was well until Saturday, XX/XX/XXXX when I attempted to check my account online and saw an error message that said I was not authorized to view my account information. Because the branch where I opened my account was closed on Saturday, I called XXXX at XXXX XXXX to try to figure out what was happening. I was told by the representative I spoke with that she was not able to give me any information and that I needed to go to the branch and fill out an authorization form. On Monday, XX/XX/XXXX, I called the XXXX XXXX branch at XXXX XXXX and spoke to XXXX, who told me she " had no idea what I was talking about '' and would check on it and call me back. She called back at XXXX XXXX with no additional information. I then asked her why my account would have been closed. She told me that accounts usually close due to something on the consumer 's record or report, so she gave me the phone number for XXXX XXXX XXXX XXXXXXXX also suggested that I wait for my funds to come in the mail in the form of a check. As soon as I ended my conversation with XXXX, I called XXXX XXXX XXXX. The representative there told me she could not give me any information over the phone, but would email me a copy of my report, which could take up to 15 business days. In the meantime, I received my debit card in the mail and I still had no idea why my account had been closed, so I called XXXX multiple times trying to figure this out. Aside from XX/XX/XXXX, I called XXXX on XX/XX/XXXX at XXXX XXXX, XX/XX/XXXX at XXXX XXXX, XX/XX/XXXX at XXXX XXXX and XX/XX/XXXX at XXXX XXXX. ( All times are listed in EST. ) From the phone calls that I made to Suntrust 's customer service line, I got different stories from different representatives. One woman told me that it must have been something on my record that caused my account to be closed after she spoke with the fraud department. I believe I spoke to her on either XX/XX/XXXX or XX/XX/XXXX, probably the XXXX. The gentleman I spoke with on XX/XX/XXXX told me that the check owed to me was sent out on XX/XX/XXXX and that it should arrive in 7 to 10 business days. On XX/XX/XXXX, I finally received the email from XXXX XXXX XXXX and reviewed my report. I considered that a small debt I had with another bank may have been the cause of my account closing, so I paid the debt and opened a new business checking account for my second business with said bank. After that, I decided to make another appointment with Suntrust to try and open the Primary Business Checking account again, assuming I had potentially fixed the issue. I called the XXXX XXXX branch on Friday, XX/XX/XXXX and made an appointment with XXXX for XX/XX/XXXX at XXXX XXXX. On XX/XX/XXXX, I arrived at the branch at about XXXX XXXX and was seen at about XXXX XXXX by XXXX. I heard XXXX telling XXXX to handle the appointment, although I preferred XXXX because she was already familiar with my situation. However, it seemed as though XXXX was swamped. I overheard her telling her employees not to bother her while she is working on something already. So XXXX greets me and asks me for paperwork. I give her my paperwork, she goes behind a door and I don't see her again for about 20 minutes. When she comes out, she asks me to sign some paperwork. She informs me that this time, she opened a Simple Checking account for me. I wasn't sure why. I let her know that I had a coupon code to use for the current promotion and she informs me that because I used a code for my first account, I was no longer eligible ... even though I had a brand new code. I asked her if this account could also be subject to closing and she said yes. XXXX never greeted me. I get home and check my mail and what I thought would be my check from Suntrust turns out to be a bank statement. So I decide to call XXXX because at this point, it's been about a month since I put my money in Suntrust and my account was closed. This time, the gentleman I spoke with tells me that not only was my account likely closed because my identity could be be verified, but it is also the reason why the check was never sent out. So in this moment, I discovered two things : That if all I needed to do was bring two forms of ID to the branch, then the entire closing of my first account was avoidable AND as of this moment, Suntrust still has my check. I asked the representative why no one contacted me to let me know that this is what was needed. He said a letter should have been sent out, but all I've received in the mail are my useless debit card, two letters saying that my account is being closed by the fraud department and a bank statement. I'm still wondering whether or not identification is even really the reason?! I am completely frustrated, upset and ANNOYED! I am in total disbelief that not one Suntrust employee that I can contact is able to tell me why my first account was closed. I'm irritated by the fact that I don't know who to talk to to get my money from Suntrust and there is a total breakdown in communication between customer service and the branch. I feel like my money is being held hostage by the bank. I have bills to pay for my business that are now behind because Suntrust has my money. I really wanted to bank with Suntrust, but they wont even tell me what the problem is so I can fix it. On top of all of that, I lost my opportunity to earn the {$200.00} bonus because of the account closing, which may or may not have even been my fault. There HAS to be SOMETHING SOMEONE can do about this!!!! How do I get my money back from these people and FAST because obviously, I NEED MY MONEY. It is absolutely UNREASONABLE to assume I can wait over a month to get thousands of dollars back. These people DO NOT deserve customers, consumers OR clients if they can't even effectively communicate among themselves. This entire situation is complete TRASH.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From XX/XX/XXXX through XX/XX/XXXX, I made cash payments in the total amount of {$9100.00} for mortgage due dates : XX/XX/XXXX through XX/XX/XXXX. SunTrust records indicate that my mortgage account is delinquent for XXXX and XXXX, XXXX. XXXX XXXX of SunTrust Mortgage confirmed that my last payment on XX/XX/XXXX in the amount of XXXX was NOT applied to the principal ( see attachment ). Instead, SunTrust Mortgage misapplied my funds to a " SUSPENSE ACCOUNT '' for escrow payments. My contract does NOT include escrow payments ( see attachment ). I must pay XXXX 's mortgage payment soon, but SunTrust warned me that any future payments will be applied to any and all past due amounts. In USA, CFPB and 50 States v. SunTrust and among other civil actions, ( including 1-14-cv -- 01128-RMC ), the court has ruled in favor of the mortgagor when facts include deceptive acts and practices by the mortgagee. On the following dates, I spoke with SunTrust but to NO avail. Date SunTrust Customer Service Time Outcome XX/XX/XXXX XXXX XXXX by phone/email XXXX no response XX/XX/XXXX XXXX XXXX by phone XXXX no response XX/XX/XXXX XXXX XXXX XXXX no response XX/XX/XXXX XXXX XXXX no response XX/XX/XXXX XXXX XXXX no response I have attached documents for your perusal. I look forward to hearing from you soon. Thank you in advance for your consideration.
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: 2021-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: suntrust bank and bb & t merged to become truist .and with that being said ive been a costumer at suntrust foach month have done this for yearsr over 11 years..with this being said my transfers from one bank account to another has always been instantaneously. with that being said i seen that my checking account was low for my insurance to hit i went to my second account and transferred XXXX dollars on XX/XX/2021 so i thought no more about it.the next morning when it hit. i was over drawn..i immediately called the bank where i had to talk to a supervisor and i was told that its up to the merchant..so as i was concerned why i had more the 12 accounts that was pending. mostly my home bills. after me disagreeing with the manager and i told them this is deceptive practices that it was done to make sure i was overdrawn that why wasnt my money transferred instantaneously. oh that dont happen.at any rate now im being held hostage to the bank for thier actions... now on XX/XX/2021 i check my account and they redeposited my XXXX dollars back to the original account which i have never deposited money into before.under penalty of purger y ... my sons money is being held hostage for their actions not mine.yes i was angry im XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A