Date Received: 2021-08-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: BB & T Banking and Trust Company This bank keeps sending me collection notices, on accounts that are not mine. They are threatening to send negative collection data, about me, to " XXXX '' ( whom I have never heard of ), when I don't even know who this Bank is, or how they could claim to know me. The fraudulent accounts are : ACCT # XXXX {$790.00} ACCT # XXXX {$280.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: regional acceptance been pay in full auto loan not show pay in full need be correct soon as possible
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage account through SunTrust / Truist. I have never missed a payment. I owe a lot less than my home is worth, so I have been attempting to have the PMI removed from my payments. I have been attempting this for several months, starting back in XX/XX/XXXX. I have attempted to contact them online a number of times over the past months. When online didn't work, I called them. The lady on the phone told me exactly what to do - that they need the request in writing. She instructed me to either fax it in, or to log in to my online account and send it as a secure message - either method would work. So, while on the phone, I did just that - logged in and sent a secure message. It was ignored - that was XX/XX/XXXX, still no response. After a month, I decided to go in person. I went in and was instructed that nobody at Suntrust ever pays any attention to secure messages, and no, they had no idea that I had asked about that request. They then said they couldn't even help me submit the request. I would have to go home, write a hand written letter, and then fax it. To which number? The bank person could not even tell me a fax number to send it to. He said that there are so many he wouldn't know. So, I went home. I hand wrote a letter. I then returned to the branch and asked the teller to figure out the fax number and fax it directly from themselves to themselves so there would be no further delay or issue. That was on XX/XX/XXXX at XXXX XXXX. It is now XX/XX/XXXX and I still have received no responses - from any of the many attempts I have made. This is unethical and frustrating. We have been following exactly what they've told us to do at every step but those steps don't get us anywhere, and then other employees of the bank tell us those steps were incorrect and don't get you anywhere. We experienced the same thing last year when covid hit and they sent us a bunch of spam snail mail about how they worked with people to defer mortgage payments up to three months. Yes - they used the word defer. Not forbearance. When we tried and tried to get help, they refused to respond. No matter what we tried, nobody anywhere could tell us who to call or how to contact anyone. No response to secure messages, couldn't get through after hours on hold, nothing. Similarly, and shockingly, in XX/XX/XXXX, we had to file to keep our 4 % tax residential rate. Instead of giving us the correct rate, SunTrust went ahead and charged us for that 6 % tax rate to create a bigger escrow, even though we clearly didn't need it and we had contacted them by phone and in person to make sure they knew about it ahead of time. They ignored all of that and went ahead and charged us an extra {$500.00} a month on our mortgage payment - with no way to pay any less than the full amount, there is no field for manually typing in how much to pay, it's either the full amount or zero - for the excess tax we did NOT owe - and we only got them to fix it in XXXX! They charged us an extra {$500.00} for months - thank god we can afford that. What happens to people who can't? There's still a fee sitting on there that I refuse to pay from this - me trying to figure out why I was being so ridiculously overcharged and again getting no responses - they need to make this right. When there is a big problem, this bank does not respond. This time we are filing a complaint because this is not an accident.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29412
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: RE : ATTACHED XX/XX/2021 LETTER FROM SUNTRUST RE : SUNTRUST BANK COMMERCIAL LOAN ACCOUNT # XXXX RE : SUNTRUST MORTGAGE INC. LOAN ACCOUNT # XXXX RE : SUNTRUST MORTGAGE INC. LOAN ACCOUNT # XXXX PLEASE PROVIDE ALL RECORDS AND THE FULL ACCOUNTING PERTAINING TO ABOVE THREE LOAN ACCOUNTS. PLEASE PROVIDE COPES OF RECORDED CONSTRUCTION MORTGAGE LOAN AND PERMANENT MORTGAGE LOAN PERTAINING TO ABOVE LOAN ACCOUNTS. THANK YOU, XXXX 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: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I used my credit card to pay for an order with XXXX. I thought I used the wrong card so I called to cancel/dispute the charge. The charge was reversed and the money went back onto my card but then someone at suntrust sent the money again without my authorization. I had sent the money using a different suntrust account. So alibaba got paid twice. XXXX is saying the case is still open and suntrust just needs to get the money back on their end. The charge back is frozen. suntrust is saying the case is closed there is nothing they can do. This total amount of charge back is {$6300.00}. That is a lot of money that I have been missing since XX/XX/XXXX, XXXX case # XXXX and case # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2021-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I went to my local SunTrust bank to make a mortgage payment and try to get caught up on my forbearance. I made a cash payment in the amount of {$1100.00} to the bank manager XXXX XXXX who gave me a SunTrust receipt. I checked to see if the payment had posted to my mortgage account each day after and it was not received. On XX/XX/2021 I called SunTrust Mortgage department with a XXXX 3rd party HUD agent named XXXX XXXX who recorded the conversation. It took 1.5 hrs to get connected to a SunTrust/Truist representative named XXXX XXXX. We asked if the {$1100.00} had been posted to my account and she said no, and that she could not find it. She advised to call back in 3 days. I went back to the SunTrust bank where I made the payment on XX/XX/2021 and spoke with the Senior Relationship Banker XXXX XXXX. She filed a formal complaint with the mortgage department and provided me with a copy of the bank tellers receipt as evidence that the payment was received. Three days later on XX/XX/2021 the HUD agent I had previously called with, XXXX XXXX, called SunTrust/Truist with me again on a 3 way recorded conversation to find out what had happened to the money. After 45 minutes of transfers and disconnects, we finally were connected with a representative named XXXX. Ms. XXXX the HUD agent spoke on my behalf and questioned her about the missing {$1100.00}, at that point XXXX hung up on us. Ms. XXXX the HUD agent said that she would try again on XX/XX/2021. She also advised me to file a complaint with the CFPB and the States attorney for criminal action against SunTrust/Truist Mortgage. This is not the first time SunTrust has given me the run around about my mortgage. Since the pandemic started and I applied for a forbearance they have made the entire process almost impossible to understand. I am afraid I will loose my home and have spent countless hours making phone calls to ensure I am doing the right thing every step of the way. Most recently on XX/XX/2021 I called SunTrust and spoke with an agent named XXXX one on one. She assured me that my forbearance had been extended through XX/XX/2021 and that I had plenty of time to file a Mortgage Assistance Application. Then on XX/XX/2021 I received a call from a SunTrust agent named XXXX who claimed the forbearance is " pending '' extension. I feel that SunTrust/Truist Mortgage is being very deceptive and are purposely evading important conversations in order to foreclose on my home. I am doing my best to do what is ethical in this situation however, I feel that they are taking advantage of my because of my age of 75 years and my lack of computer experience. They are purposely avoiding phone calls even with a Federal Agent assisting me, and not being clear on what needs to be completed in order to avoid foreclosure on my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32119
Submitted Via: Web
Date Sent: 2021-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have been penalized from BB & T Bank with my credit card card account being closed due to unauthorized payments / purchases when my account had been taken over due to Identity theft. Instead of changing the account number BB & T closed my account and banned me from the bank that I always paid o time and in full. Also BB & T hasnt updated my credit report balance as of XX/XX/2020 with XXXX showing a balance of {$6300.00} and XXXX a balance of {$5200.00} and XXXX with a balance {$100.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2021-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Sat XX/XX/XXXX I attempted to purchase a product for marketing my business. The product was a XXXX motorcycle that I figured would be a great Sales incentive for my company. At the dealership I called Suntrust to approve the transaction as I knew it would surpass my daily limit, they ( employee named XXXX ) said no, I asked for supervisor ( XXXX ) which also said no. I told them ( XXXX and XXXX ), that this was an indication that I would not be able to do business with suntrust if thats their attitude, I apologize to the vendor and paid XXXX $ to hold the bike until I could walk in to get a cashiers check. Upon leaving I try to use my card again and I get denied. After multiple attempts to use my card I got error messages denying me from my checking the account. I also was told I could not speak to any additional supervisors and I had been now placed on no debit, by an employee named XXXX, this was a third call. I told XXXX that I needed a supervisor because this was unacceptable, I called to get approval and Im then resulting blocked from debits? Thats strange I thought, but XXXX said all supervisors where busy I asked her to have one call me. They didnt, 1 hour later I call back and find out from an employee named XXXX that it has been frozen due to suspected fraud. Not only is that insulting but its almost robbery. I asked to have a purchase cleared, pre purchase in respect to their rules and I end up with a frozen account and a fraud accusation. Can you help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30134
Submitted Via: Web
Date Sent: 2021-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Suntrust decided to close my account because my wife deposited her check in it and they took that as fraud! This bank told me that the account is under review and they will close it and send me a check for the balance and I have not received anything. I have spoke to many supervisors and they keep giving me the run around! I am not rich and now they have held three of my paychecks because they have not closed the account as they said they were doing over two weeks ago! I have kids and bills! This is crazy! Especially in this pandemic people need there hard earned money! They are not allowing me to take out money but they sure are quick to keep the deposits! The people I spoke to treated me like someone from the street with zero respect nor understanding. I want my money now! Stay clear of Suntrust! This has been going on since 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: 33805
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-13
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I paid my credit card off XX/XX/2021 the company BB AND T BANK did not post it to my account and reported that it was 30 days late on payment, I showed them and sent a copy of the receipt where it was paid off I would like this removed from my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 265XX
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A