Date Received: 2021-08-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This complaint is against SunTrust Bank with regards to their unscrupulous banking practices and to their erroneous fees. SunTrust has become very proficient in charging their customers overdraft fees, and when you call them to discuss the matter you're given the most absurd explanations as to why your account was charged. Over the past year they have charged both my business and personal checking accounts multiple overdraft fees for items that were still " pending '' in their system and had not yet actually " cleared '' my account. I was informed that it's SunTrust 's policy to charge your account an overdraft fee because even though the item was still " pending '', SunTrust considered the money to already be subtracted from your account balance, when in actuality since the item was still " pending '' this would allow the customer sufficient time to make a deposit before the cut-off time on that business day. One of their phone reps actually told me quote : " Well, even though the item is still pending the bank doesn't know if you're going to make a deposit or not, which is why your account was charged ''. What ... are you kidding me? In other words the bank is charging fees to their customers based on the banks assumption that the customer may or may not make a deposit before the cut-off time and before the item actually goes from " pending '' to " paid ''. Therefore what they're doing is charging these erroneous fees based on their bogus assumption that you might not make a deposit. Absolutely ludicrous! When I logged in to their online banking site it CLEARLY showed that I was NOT overdrawn, and did indeed have a positive balance, which you can see in my seven attached screen shots. When I contacted their customer service to explain this I was given an absolutely ridiculous explanation. I was told that what the customer sees online is completely different from what the customer service rep sees, and that I shouldn't regard what I see online as being my correct/available balance. SunTrust has conveniently set up the order in how they process their debits and credits, which obviously allows them to manipulate their customers accounts thus permitting them to charge these erroneous fees. As I mentioned, I have attached several different screen shots from both of my accounts that show that my account did indeed have a positive balance, yet I was charged an overdraft fee because of a " pending '' item. Another thing that SunTrust has recently started doing is processing certain electronic deposits on the following business day, even though the deposit is made before their cut-off time, which is XXXX. I have been electronically depositing my payments from XXXX for more than a year and they were ALWAYS credited the same day as long as I made the deposit before the cut-off time. However, in the past few months those same deposits are now being credited on the following business day so that SunTrust can charge their customers a bogus overdraft fee by saying " Even though you're deposit was made before the cut-off time it actually wasn't processed until the following business day ''. Oh how convenient for SunTrust. Now they've figured out yet another way to charge their customers overdraft fees. Incredible!!! When I called SunTrust regarding this matter I was told by the online banking agent that XXXX had apparently changed the manner in how they processed their payments and that I should contact XXXX to know why. I contacted XXXX and was informed that they had not changed anything with regards to how they process their payments, and that the deposit process was solely based on my banks processing/deposit policies. Therefore this is nothing more than another ploy of SunTrust to simply allow them to charge their customers more erroneous fees. I have attached numerous screenshots taken from my online banking where you will see that I was charged an overdraft fee, albeit my online banking shows that I actually had a positive balance at the time I was charged these bogus fees. This is nothing more than legalized " theft '' and will clearly demonstrate SunTrust 's dubious banking practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Thursday XX/XX/XXXX I looked at my online account in the morning and saw what my balance was. That afternoon I again looked at my online account and saw that the account information had disappeared, needless to say I was shocked. I did not understand what happened. I immediately callled SunTrust Bank customer number to find out what was wrong. I was told there was a hold on my checking account and I could not think of anything I did for the Bank to do that. The person I talked to told me to hold a minute and she came back on and told me that I had a joint account and that the other person ( XXXX XXXX ) was being investigated and the Bank put a hold on all his accounts. I had put him on for emergency conditions only. I trust him and didnt Know what to think. I then called XXXX at his work and told him he had better call the bank and find out what was going on. He did so and was told he was being investigated because of a check someone else tried to put in his account ( not mine ). He also was told he could not have a checking account with SunTrust again. That evening I met XXXX at the Bank after he got off work. We then talked to a man that worked at the customer desk. He could not tell us much except he said that my account was being closed because of XXXX name being a joint account but that my standing with the Bank was good and I could start another checking with Sun Trust once the investigation was over. I could not get a time line on when that might be. I have been a customer of SunTrust since 1988 with no problems and I can not understand why they are treating me this way. XXXX name has been on my account at least 12 years with no problems. The Bank can see where the money I had in the bank came from as it mostly came from my Social Security check, paycheck and a little money from XXXX for rest of his rent. I think it is terrible what they have done as what am I suppose to do for food, pay bills and a lease. Actually this is a form of ELDER ABUSE as I am XXXX XXXX XXXX. I am going to file charges against SunTrust fraud department for Elder Abuse. Dont know if I will get anywhere but I might as well try.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33771
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Suntrust Bank closed my account on XX/XX/2021. For no reason. Prior to that day on XX/XX/2021, I was told I needed to come into the bank to verify my identity. Upon doing so on XX/XX/XXXX, I was told by the bank employee helping me that Suntrust would be reviewing and closing my account and sending me a check in the mail for the remaining balance and that this would take 10-15 business days. From then on I followed up weekly with Suntrust in order to check the status of said check. Each week I was told that my account was still under review and that a check was yet to be issued. I asked how long and they said they had no time frame for how long the review would take but that they could be certain once the account was closed I could expect the check within 7-10 business days. On the 3rd week of having my account in limbo, XX/XX/2021 I once again called Suntrust to follow up. This time they said something different from what theyd been saying the last 3 weeks. Now they said that my account was not being closed that is was simply frozen and I needed to go into a branch to show proof of my identity. I asked what they would need and they said a Drivers License and Social Security card. I told them I do not have either of those since I lost them and covid had made both a nuisance to replace and they said my passport would suffice as an identifying document. I went into the bank on XX/XX/XXXX but no one was available to help me so I left and came back on XX/XX/XXXX. The same bank employee who helped me on XX/XX/XXXX helped me again that day. I told her what happened and she was as surprised as I was since she knew that the information I was being given now was different than the information I was told on XX/XX/XXXX. She made the call to verify my identity and then asked for my social security card. I told her I did not have it and that I was told the day before that my passport was enough. She said there was nothing she could do and that she was sorry. I asked if there were any alternatives because I have now been stranded without a single dollar for almost a month now and I am unemployed at this time. Nobody cared and no one offered a remedy. I called Suntrust myself again while at the branch in order to confirm what she was telling me. The first gentleman I spoke to informed me of the same and said if the branch needed my social there was nothing they could do to unfreeze my account. I explained that since COVID the SSA has been backed up and if they had relayed this information to me when I first came in three weeks ago that I perhaps wouldve been closer to receiving my social and resolving this issue but Suntrust has been extremely misleading and inconsistent with what is going on with my account. They seemed not to care about what misinformation theyve provided to me and instead said we have sent your account to our internal reviewing team and they will decide whether to close the account within the next 24-48 hours. I found this to be unacceptable given that it has already been three weeks. Why wasnt it reviewed that quickly before? Why hasnt it even been reviewed up until now? They said once the decision is made they will let me know and if they decide to keep the account open I will still need to come in and give my social and if they decide to close it I will then be issued a check within 7-10 business days. During a time like this, these practices should be ILLEGAL. I am unemployed and have done NOTHING wrong with my account yet I am being treated as though I have done something dishonest with my account. I do not have a single dollar to my name aside from what I receive in Florida unemployment benefits which end on XXXX. XXXX. I have been MISLEAD and DECEIVED by Suntrust time and time again. I just want my funds and to have this account closed for good.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33308
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Attached please find correspondence between XXXX XXXX XXXX and XXXX/XXXX and its representatives which is a financial partner of SunTrust/Truist. In my initial call with with a XXXX rep on XX/XX/XXXX, I created a XXXX XXXX account for credit charges in my online store.There was no mention at all of a {$750.00} cancellation fee in using their credit processing service ; thankfully, this call was witnessed in the bank on speakerphone by my Personal Banker. There is a similar statement from her this past week into their back office which is also on a recorded line. As you can see from the attached correspondence, one of the financial institutions ( referenced as an aggregate entity of XXXX/Truist as there is no recognizable domain from the consumer side ) acknowledges that I have not signed in nor used their services as evidenced on emails dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I received confirmation of cancellation on XX/XX/XXXX from XXXX XXXX Specialist Team from the XXXX domain which was yet another missed opportunity to MENTION the cancellation fee yet to be assessed. The assessment of the fee in question took place on XX/XX/XXXX, which was not granted due to a lack of funds and ALSO caused me to incur a {$38.00} overdraft fee on my XXXX account. I had been trying to cancel service to no avail beginning in XX/XX/XXXX via email, erroneously believing that one of the representatives who opened the account on the XXXX side would reply in a timely manner ; I copied my Personal Banker at SunTrust on this request. A review of XXXX email messages and those from my local SunTrust branch will show you that XXXX did not respond - EVER to this request. Several attempts from my SunTrust/Truist branch partners to XXXX via phone and email have also not garnered any response. I believe that SunTrust/Truist may be in violation of CFPB 1030.4 ( b ) ( 3 ) ( iii ), as they find themselves in the unfortunate position of being potentially liable for committing Unfair, Deceptive, or Abusive Act or Practice ( UDAAP ) as a result of the actions of their external service providers ( XXXX XXXX, particularly those that interface directly with customers. It is my understanding from the Branch Manager that this is not the only issue they have had with XXXX as their XXXX XXXX provider ; however, I do not have that in writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX, I transferred {$25.00} out of my checking account that had sufficient funds with Suntrust Bank, now ( Truist Bank ). The transfer was in the form of a check made payable to XXXX XXXX, with my name at the top of the check as XXXX XXXX. The problem is that I never received the check in the mail until XX/XX/XXXX. The check had my address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, MD XXXX which is correct, however when I called Sun trust bank today XX/XX/XXXX in regards to the check being returned, I was given a false reason from a customer service representative who was unclear and not forthcoming in his explanations of why the check was returned. He also stated that I had insufficient funds on XX/XX/XXXX, which is clearly a lie because I made certain that account had funds to cover the transfer. I want Suntrust Bank to refund me my {$25.00}. Suntrust is not transparent in their business practices and is attempting to rob me of my monies including attaching excessive and illegal fees to my account. I need your help to obtain my money from this shady bank. I believe this bank intentionally waited four months to send me my money in attempts to cheat me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20814
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with XXXX PERSONAL INFORMATION : Property is at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. They transferred my loan to Suntrust according to XXXX. Suntrust never contacted me except to send me an email saying payment is due. I tried to login to Suntrust but their system would not let me because I did not have a Suntrust account number. ( Suntrust never contacted me with an account number. ) I replied to the Suntrust email and asked for my account number yet the email to Suntrust bounced. I called Suntrust and was on hold collectively for 1 hour and 20 minutes and no one there could tell me my account number. I can not make payment on the mortgage to Suntrust or setup Suntrust autodebit if they will not tell me my account number. Then Suntrust sent a form email saying they were sorry that prior email about mortgage being due was sent in error and they would soon mail us an intro letter from Suntrust. Yet 3 weeks has past and I still have not received any letter from Suntrust. I still do not know my account number so I can not make a payment on my mortgage. Thus my mortgage is likely late and Suntrust is ruining my credit score because I can not make a mortgage payment because Suntrust will not tell me my account number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94402
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Suntrust Bank is in violation of numerous consumer rights including 15 USC 1681a ( 2 ) ( B ). All corresponding documents are attached to this complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On or about XX/XX/28 I sent in several transactions that I either had merchant issues or fraud disputes I had originally sent the dispute to my personal banker XXXX XXXX. which it stated on their website is an option. She did not return a call in regards to my message for 21 days. By that time I had contacted the disputes department to get my problem solved. The call was taken easily. I received paperwork and was required to Pay a notary to notarize my dispute. The branch did not have a notary working, so I wasted an hour driving to the nearest location to me as instructed then having to find a notary of my own. I never received any further information of person that information by fax and mail. Were just about 60 days in I have received no temporary credit to cover the disputes. I keep no money in this account but occasionally somethings slips through and further adds fees. However if the money that shouldve been returned my account weeks and weeks ago were there these fees would not be there. Cell my complaint is I have tried to call XXXX XXXX as listed on their website that I can do in regards to my dispute, But she said XXXX unable to do anything and then I have to call the dispute phone number. I have called three times in the last week each time on hold for an hour and at approximately one hour their system hangs up my call. 1. I need bbt to do what theyre supposed to do. 2. I need my money. 3. I need itll be able to communicate with my bank. 4. I want this to all be over because now I need to close my account because this is a nightmare. But Im Held hostage to this Account for the time being.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77080
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Prior CFPB complaint marked as duplicate to avoid addressing error in funds availability of a mobile check deposit, the amount of {$4200.00} made on or around XX/XX/2018 to Suntrust checking, now Truist Bank. For whatever reason, Truist Bank did not provide prior reply to CFPB, claims to have sent it directly to me, to avoid the CFPB and posting it on portal .... The CFPB might want to investigate this behavior. It appears Suntrust rep ( s ) made an error in releasing full funds from mobile deposit made on XX/XX/2018, funds were made available on XX/XX/2018, did not verify availability with XXXX XXXX prior. The check had a stop payment placed on it, unknown to me at the time. The account later became overdrawn as a result, the amount of which is unavailable to me at this time, account was sent to several collection agencies, sent back to Suntrust. Most recently, XXXX XXXX XXXX attempted to collect on debt, referred account again back to Truist Bank. As stated before, Suntrust reps made an error in releasing funds, did not verify prior, now attempting to collect funds from myself. This appears to be their own error, I refuse to pay for. Also, XXXX XXXX has not reimbursed me to date for funds owed, the amount of {$4200.00}.
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: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I opened an account with my irs checks on XX/XX/2021, next day was close with out giving me statement, my checks where send to the fraud department at suntrust bank at XXXXXXXX XXXX XXXX XXXX florida, XXXX the bank have not return my money or my checks they close my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A