Date Received: 2021-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Details and screenshots of evidence are in the attached documents. ( emails to SunTrust with clear description of the problem and requests ) In short : A $ XXXX payment to get up to date on payments after my forbearance period ended in XXXX was not appropriately applied. As result, my balance did not show correctly. Several attempts to have this corrected went unanswered. After many long calls, changes were made to my account, however resulting in wrong payment applications again. SunTrust claims I did not pay my XXXX payment, even though it shows paid in time in full on their own systems ( online account ) and has been deducted from my bank. So I had to pay XXXX twice. This $ XXXX payment has not been fully applied to my account Several requests, in writing, have been ignored. They are not making any efforts to truly resolve this. Many other smaller issues in addition, but this is a summary. I have records of every account statement, email sent, phone calls and errors made by SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: There was a check deposited into my SunTrust bank account 3 weeks ago and according to SunTrust bank the check was returned. Since this was established, my checking account has been frozen. I called the bank and I asked will I be able to withdraw my Social Security XXXX insurance funds when it's available, and I was told that I could retrieve my funds on the day of deposit by going to a branch location. That was obviously a lie. According to this financial institution, my account is under investigation, and this so called investigation is going on 4 weeks. I was told today that there is no certain time when my funds will be available to me and I know from dealing with XXXX XXXX XXXX that a financial institution can not hold government funds from individuals like they are doing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23222
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My credit has been pulled fraudulently. Please remove inquiry
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BBT received payoff for HELOC on XX/XX/XXXX from refinance settlement agent but had not yet been credited. In a conversation with customer service line on that day ( XXXX ) since my payment due date was XX/XX/XXXX they suggested making a payment to avoid late fees and I did so via online transfer to loan account. On XXXX customer service said payment on XXXX was still being processed and any overage payment would take 10 days for a mailed check from BBT. My complaint : I have multiple accounts with bbt and any overage should be repaid via account transfer and not a mailed check taking 10 business days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Contacted my Bank ( BB & T ) in regards to unauthorized charges showing on my account XX/XX/XXXX. I immediately had my card cancelled and was transferred to the Dispute Department ( XXXX ) and filed a claim for five unauthorized charges totaling {$170.00} all posting to my account XX/XX/XXXX. I was provided a Claim # XXXX and advised the investigation can take up to 10 days for completion and provisional credit. I received a letter in the mail dated XX/XX/XXXX stating a provisional credit iao {$5.00} for one of the disputed charges and my Claim was being closed. I contacted the Dispute Dept directly XX/XX/XXXX to inquire about the additional transaction in dispute and was advised BB & T has concluded those remaining charges were valid and my claim was indeed closed. The Rep advised she could contact a supervisor to have the claim re-opened for further review. I received a call from the Dispute Supervisor ( XXXX ID # XXXX ) XX/XX/XXXX in which she confirmed to me the claim has been closed due to charges being completed with a chip and I had previously stated the card was in my possession the whole time. I asked her how would they come to that conclusion seeing the charges were made in XXXX and I currently reside in XXXX, TX? I did not travel to XXXX overnight to charge {$170.00} on my card and return to Texas the same day?! XXXX advised this is the Bank 's practice, but again she will re-open the claim for additional review which will take an additional 5-6 business days for results to be made available. I am a single mother of three and can not afford to have funds stolen from my account and then not protected by my bank ( BB & T ) I have bills pending payment subject to disconnection due to these funds being withheld for over two weeks and now having to wait an additional week for further review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went to a atm and made a deposit of XXXX, the atm glitched and said I needed to call the bank. It did Not deposit any of the money nor give a receipt. I called the bank while still sitting at the ATM and was told not to worry they will open a case and refund the money. I received a temporary credit right away and that that was the end but no. I received an email a few weeks after stating that my claim was denied for XXXX and I could call and request the evidence that was used to determine their out come. I called right away and was again told not to worry and they XXXX would not be deducted from my account and they will escalate the issue. I received the evidence but it was just letters I had already received stating my claim was denied. Today not only was the XXXX removed from my account but also an overdraft fee of XXXX. This bank is clearly stealing my money!! All the have to do is count the money in atm the day I made the deposit. I was told not to worry the funds would not be removed from my account but they were. The rep lied to me and the bank stole my hard earned money. I keep calling the bank and they said there is nothing that can be done
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34653
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021 I reached out to suntrust bank because I noticed that over XXXX dollars had been taken out of my account over a span of several months. The advised me that I would need to open a new account and close the account that money was being taken from, I did everything they stated and then the next day my account was frozen and they are forcing me to buy a ticket to return to America during the spike of COVID to just come show my ID when I have already verified all of my account information with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a checking account on XX/XX/2021 with {$50.00} at SunTrust to receive payroll from job because company does not write checks and I didn't have an account. The company does not use XXXX or XXXX. I selected the Essential Account which waved the {$10.00} monthly fee as long as there was {$500.00} or more of direct deposit ; XXXX or more transactions per statement cycle ; or maintain {$500.00} or more daily balance. I was given 3 starter checks and was told I would receive a debit card in 7-10 days. I set up XXXX to receive the payroll and to receive and transfer funds to trusted friends and family members on XX/XX/2021.Using XXXX, I began to use my account the same day. I made 2 XXXX transactions : {$10.00} and {$1500.00} to a friend XX/XX/2021 I made 1 cash withdrawal : {$15.00} for myself the morning of XX/XX/2021. My payroll was deposited by my employer through XXXX ( XXXX ) on XX/XX/2021. Originally it did not show on my account. I stopped by the bank and an employee help assist me with the issue of why it was not credited to my account. : Once it was credited, I made a {$75.00} withdrawal for a bill. XX/XX/2021 I made 1 XXXX transaction : {$200.00} for a bill on XX/XX/2021 This left a balance of {$120.00} which I wanted most of it to sit until my next week 's payroll. Not having a debit card, going to the bank or using XXXX was the only way for me to transact my banking needs. I was never told I could not start using my account immediately, or that there were any limits on the number of transactions per day or per week. As long as I had the money in the bank, it was mine to use. I knew I would pay a fee if I did not meet the 3 conditions above. So, as far as I knew I was meeting the criteria set by the bank. Almost 2 days later on XX/XX/2021, early morning on my way to work, I received a text from the bank to call a XXXX number with a message " my access to funds transfer has been suspended '' and to call to resolve it. Being on the train, it would be hard to hear, so I tried to access my account online to see what they were talking about and there was a " your access has been restrictive '' and given the 1-800 number to call. I had no idea why and contacted the bank and was told my account had suspicious activity. I was told my account was being closed for suspicious activity or fraud. There was a {$28.00} transaction from XXXX , XXXX that I was not aware of, leaving a balance of {$97.00}. I was told they would send me account balance in 7-10 days after they had investigated. I visited the bank and I was not allowed to close the account or get the balance of my money ( {$97.00} ) while they investigated. I was frantic as this was all the money I had. I had just started the job and got my first paycheck. I had no money for transportation, food, etc. I was not allowed to file complaint with their company of how I was treated or file a fraudulent transaction myself on the transaction, or of how the bank had my money and left me with nothing. Unfortunately, I don't have the benefit of income as a XXXX XXXX XXXX and to take all my money in that matter is inexcusable. No one would tell me why they closed my account or what they thought was fraud unless it was the money from XXXX XXXX. Yet, they could not tell me where the transaction originated. I felt that I was being robbed by the bank since they would not help me by just holding that {$28.00} debit or at least let me get something out before closing it. I don't know if this was the case or not. XXXX can be set up with a checking account, but it is my understanding that it has to be tied to a debit card, and I had not received my debit card in the mail yet. I was treated as if I had done something wrong and penalized by having my funds usurped from me. I have never been a fan of banks and shied away in the past from opening an account past. I was forced to get an account in order to get my paycheck.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I XXXX XXXX am submitting this complaint myself and there is no third party involved. XXXX & XXXX and Regional Acceptance are in violation of 15 U.S. Code 1692c - Communication in connection with debt collection ( a ) Communication with the consumer generally Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt ( b ) Communication with third parties Except as provided in section 1692b of this title, without the prior consent of the consumer given directly to the debt collector, or the express permission of a court of competent jurisdiction, or as reasonably necessary to effectuate a post judgment judicial remedy, a debt collector may not communicate, in connection with the collection of any debt, with any person other than the consumer, his attorney, a consumer reporting agency if otherwise permitted by law, the creditor, the attorney of the creditor, or the attorney of the debt collector. I XXXX XXXX the natural consumer Never gave XXXX, XXXX or Regional Acceptance consent to report anything to my credit report. Regional Acceptance Is in violation of 18U.S.Code 245-Federally protected activities ( a ) ( 1 ) Nothing in this section shall be construed as indicating an intent on the part of Congress to prevent any State, any possession or Commonwealth of the United States XXXX or the District of Columbia , from exercising jurisdiction over any offense over which it would have jurisdiction in the absence of this section, nor shall anything in this section be construed as depriving State and local law enforcement authorities of responsibility for prosecuting acts that may be violations of this section and that are violations of State and local law. No prosecution of any offense described in this section shall be undertaken by the United States except upon the certification in writing of the Attorney General, the Deputy Attorney General, the Associate Attorney General, or any Assistant Attorney General specially designated by the Attorney General that in his judgment a prosecution by the United States is in the public interest and necessary to secure substantial justice, which function of certification may not be delegated. ( 2 ) Nothing in this subsection shall be construed to limit the authority of Federal officers, or a Federal grand jury, to investigate possible violations of this section. ( b ) Whoever, whether or not acting under color of law, by force or threat of force willfully injures, intimidates or interferes with, or attempts to injure, intimidate or interfere with ( 1 ) any person because he is or has been, or in order to intimidate such person or any other person or any class of persons from ( B ) participating in or enjoying any benefit, service, privilege, program, facility, or activity provided or administered by the United States ; XXXX, XXXX and Regional Acceptance has tired to intimidate by force willfully injuring me from enjoyment of benefits and services administered by the United States ; XXXX, XXXX and Regional Acceptance is in violation of 15 U.S. Code 1692d - Harassment or abuse in A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : The use or threat of use of violence or other criminal means to harm the physical person, reputation, or property of any person. XXXX, XXXX and Regional Acceptance has engaged in harassing, oppressing and abusing me in the connection of a debt when pursuant to 18 USC 8 pledged all obligation to pay my debt. XXXX, XXXX and Regional Acceptance is in violation of 15 U.S. Code 1692e. False or misleading representations A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 2 ) The false representation of ( A ) the character, amount, or legal status of any debt ; or 8 ) Communicating or threatening to communicate to any person credit information which is known or which should be known to be false, including the failure to communicate that a disputed debt is disputed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19150
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: i open my account on XX/XX/2021 i made a deposit of {$100.00} for my new account. further more since i just started with my new account i ask was their anything uncommon i need to be advise of on this account checking. the answer was ( no ) after i ask more question about my new account what are the great features. there was nothing special to say so i left with some checks and new paper work in my account. i called on my second day to set up online bank with the bbt i was told ( no ) they was unable to help since they didn't feel like working go to the branch or call back later on when they are not busy. my account has been locked for months with zero help from ( bbt ) so i can check my account get help instantly i was denied help as a new customers.. thats poor customers and the ball been drop more times!!!. pictures will be uploaded.. don't miss used a new customers with games and poor customers services skill and don't use we had software updates or errors in the system as a ( excuses ) be fair and honesty with people none these charges should be on my account at all. since i never able to sign up for my account at all or able to address anything or view my account needs at any given time..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A