Date Received: 2021-08-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: 1. I need to access a very small amount of transaction information for a small business account with Suntrust for which I am listed as the beneficial owner. 2. I contacted Suntrust by phone today, XXXX XXXX, 2021. I spoke with XXXX XXXX. I provided : My name The name of the nonprofit The tax ID of the nonprofit The email address on the account. I made available : The business address The business phone number Basic information about the account, such as the date and location of the branch of the opening of the account. 3. XXXX stated she could not access my account without the last four digits of the account number. 4. Even though I provided my email address to Suntrust upon opening this account, and even though they sent me emails about my account, none contained the last four digits of the account number. 5. I asked for a supervisor. XXXX said I would have to wait 24-48 hours for a callback. I said I would wait on the line for a supervisor instead. XXXX put me and hold and apparently interacted with a supervisor or manager, demonstrating that one or more was in fact available. Then she hung up the phone on me indicating that she was disconnecting the call. 6. I currently can not access the bank statements because they are in another location hundreds of miles away. 7. What if someone loses their bank statements and then needs to access the account? Then, they can not do it, except in person? 8. There are no Suntrust branches near me in my current location of XXXX Illinois, except hundred of miles away. Closest branch seems to be XXXX, Tenneessee, a XXXX to four hour drive. I do n't drive. It will cost me hundreds of dollars to visit a branch and access this information. 9. I called back and spoke with XXXX XXXX. She said she would need the last four digits of the bank account number. I asked for supervisor, who did come on the line eventually. 10. Supervisor, XXXX XXXX, said the bank 's strict policy was : Without the full account number, they need the full tax ID number and the last four digits of the account number. She said she could not access the account. 11. Suntrust has been unreasonable, unhelpful, and created significant burdens with no meaningful relationship to account security. As a policy and practice matter, and as a regulatory matter, Suntrust and other banks should offer additional ways for customers to verify their account information by phone other than the account number ( which most people do not remember, especially for closed accounts ), especially when they do not offer branches nationwide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30314
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Escrow Refund Issues : - SunTrust Mortgage - Loan Acct : XXXX Loan closed with re-fi on XX/XX/XXXX. Funded to SunTrusXXXX on XX/XX/XXXX. Loadn payoff was processed and I have received multiple pieces of correspondence from SunTrust included the Recording of Cancellation of Deed to Secure Debt but no escrow refund. I have spoken with them several times and continue to get the runaround with no resolution. XXXX 's explanation - Check cut - XX/XX/XXXX Check mailed - XXXX Need to wait 30 days to receive and if no check, they will stop payment and reissue using the same process and I will need to wait another 30 days. They will not expedite the return of my escrow funds even though it is strange that I have no trouble receiving at least 10 pieces of correspondence from SunTrust. I suspect there is a process to hold checks to continue to collect interest. What is their reasoning -- there is none. They also will not send with any tracking information. I need my funds so I can pay my property taxes which are coming due but have no return of my escrow funds. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: SunTrust opened a checking account in my name in XX/XX/XXXX. Upon looking into my credit report they requested a soft inquiry from XXXX XX/XX/XXXX. I did not contact SunTrust asking to open an account. I have been receiving monthly statements showing a " XXXX '' balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/21, I looked at my on-line checking account with SunTrust Bank and noticed that ( 5 ) unauthorized checks were cashed on XX/XX/21 and ( 23 ) unauthorized checks were cashed on XX/XX/21 by the bank. These all totaled {$11000.00}. All of the checks were about {$300.00} and not more then about {$400.00}. I was amazed that SunTrust bank would allow that kind of strange transaction to occur without questioning it. I went to our local bank branch and spoke with the branch manager about the fraud. She told me to close the account and she would take care of the rest on her end. On XX/XX/21 I went to the bank and spoke to the manager regarding the fraud and to find out if there was anything more that we needed to do on our end to help the process in getting our money returned to us. She told me that we needed to file a police report. We filed a police report. The officer came to our home to take our information and he gave us a case number. In early XXXX, I called the fraud department to see where they were in the process of returning our money. They said we needed to file an affidavit. They also said that their investigator attempted to reach me. There were not messages left or record of calls from them on my cell. I have contacted the fraud dept. 5 times. They keep telling me that the money will be put in back in my account. Today is XX/XX/21 and no money that was fraudulently taken from my bank account was deposited back into my account by SunTrust. I have written to XXXX XXXX, SunTrust, CEO of fraud. I sent the letter XXXX on XX/XX/21. I have not heard back from him.
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: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/2017 account # XXXX and # XXXX was opened at Suntrust address associated with account was XXXX XXXX XXXX XXXX FL XXXX XXXX I have never stay at this address and didnt give anyone permission to use my social security number
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32811
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I paid {$10000.00} on my mortgage account to take the LTV ratio well below 80 % and have my PMI deleted. I received an email from suntrust afterwards confirming this was the case and also had the amount reflected online on XX/XX/XXXX. At that point I requested via their secure messaging center ( and this is documented ) on XX/XX/2021 for my PMI to be deleted. I did exactly as was told by XXXX of Suntrust in this process. My loan is backed by XXXX XXXX and I'm also eligible for a no fee home valuation to have it dropped without paying anything but opted to reduce my interest by paying down the principle. On XX/XX/XXXX I inquired how the process was going since I had not heard back on to discover that my XX/XX/XXXX inquiry was getting denied despite my loan no longer needing the PMI and also despite paying off MORE than I was told to by the may denial letter. I called to request it to be deleted again and was told it would take ANOTHER month. I refuse to pay PMI that is effectively penalizing people for not having lots of money in the first place when I initially took out the loan. I have paid every month on time and never missed a payment. This is ridiculous. I refuse to pay another cent to PMI that I requested a pay off for due to it being applied retroactively ( covering the previous month period ). Happy to answer ANY questions. I have everything documented extensively and can even call up local branches as getting in contact with people at SUNTRUST mortgage now TRUIST is almost impossible and takes HOURS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My monthly payment is due on the XXXX every month, I spoke with a representative and they stated the only +30 day late payment they saw was XX/XX/XXXX which I agreed with. I have noticed multiple 30+ day late postings that Sheffield has reported to all three credit agencies including recently, XX/XX/XXXX which was in fact not over 30 days late. I have made an effort even with being affected by COVID-19 pandemic to pay my side-by-side financed through Sheffield Financial before being late every month. The customer service representative said I could dispute the negative late payments, which I did with XXXX and it did not change anything. This is severely affecting my credit and ability to obtain a mortgage loan. Sincerely, XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 26003
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: UDAAP This is the 2nd complaint I have had to make about Suntrust/Truist and their mortgage payment process. The other complaint # is XXXX. The front line associates ( initial call ) on today XX/XX/2021 cant answer basic questions in regards to mortgages that were excluded from BK. The calls continue to get transferred multiple times. Also I paid my past due amount as told to me by Suntrust Mortgage on XX/XX/2021 as {$1400.00} to bring current and I am still receiving pasture notices with late fees as of the statement dated XX/XX/2021 which I received in the mail today XXXX This is a violation of UDAAP. Additionally I made a {$480.00} on XX/XX/2021 and its still not reflected with more late fees.I was transferred to BK and XXXX ( XXXX ) advised me that she is in the BK area I was no longer in the Truist BK workstation so she cant see the account and she doesnt see any codes preventing others from being able to see account. I was transferred to client services ( 3rd ) XXXX who told me that the balance current shows as {$500.00} which is still incorrect since I made a payment almost 1week ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30102
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXXXXXX XXXX and I have a second mortgage with Suntrust mortgage, now Truist. After my forbearance ended in XXXX XXXX I applied for a loan modification in XXXX, to reduce my interest rate of 6 %, and submitted all the required documents to Suntrust. Later, Suntrust requested for another set of last 2 pay stubs, even though I had included those in my original application. They said they wanted current ones, which I sent to them on XX/XX/. They told me that was the only thing that was left for them to process my application, and that I do not need to make any payments until they make a decision on my loan modification application. They had also told me, they will not report my loan to the credit bureau, until they finalize and approve or deny the application. So, I waited to hear from them. However, Suntrust only sent me a letter dated XX/XX/XXXX, to request for the same documents I had sent them in my original application, so I called them on XXXX to find out what they did with the same documents I had sent them, still in their possession. It's not even up to 90 days yet when that letter was mailed to me, and they told me, they needed the same information every 90 days. I asked them why they couldn't use the same ones I had sent them before. It looks like Suntrust had either misplaced my documents or were just playing games with me. They never even made any decision of approval or denial, after I sent all the required documents in my application. Why make me go through all that hassle, when they know what they plan to do and can not say it outright. I am a busy person, and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, so I don't need or deserve this run around or treatment from Suntrust. Also, they have been charging me interest fees since throughout forbearance period, and during the loan modification period to date, even though they told me they would not charge fees. They have now reported this account as late to the credit bureau, even though they said they would not do so, and I have not received a decision on the loan modification. They have also been threatening me with foreclosure, even with no decision on my application, and this is just a second mortgage. My first mortgage is not with Suntrust, and that is current. I was only trying to modify my loan to get it current after the forbearance period, and Suntrust can not even keep to their word! I feel this is a very unfair and deceptive practice by Suntrust and they need to correct their behavior. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Suntrust Froze my business checking account and this has caused catastrophic destruction within my business and my creditors. I have kept my nose clean and have done nothing wrong. I have been calling consistently to get a clear cut answer but I keep getting the run-around. Additionally Suntrust sold my saving account information to a company called XXXX XXXX who took money out of that account unauthorized. During the investigation, XXXX XXXX admitted they are affiliated with SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A