Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Trying to get a payoff on a Truist Mortgage. Called BB & T and Suntrust and neither can access account. They supposedly have merged! Have been on the phone with Truist XXXX number and they have a wait time of greater than 25 minutes. They say to call back in a week or so. That will just add interest to the payoff amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 285XX
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX IN received a EIDL grant for my small lawn service that I currently own and operate. The loan amount was funded by through XXXX XXXX, a small lender. Being that all of my earnings were sent and deposited directly into my personal account the grant was able to be deposited there as well. Almost instantly my account was placed hold " No debits '' status. Suntrust/Truist placed an holdon my account pending the verification on the account. I submitted paperwork to the lender proving that the account was opened before XXXX XXXX, XXXX. MY account was established XX/XX/XXXX. I called the fraud department as well as visited my local branch as directed by the customer service representative. The representative that I spoke with told me that I would have to visit my nearest branch. After visiting my local branch, the local branch advised me that a bank representative needed to call in to the fraud department to verify my identity. Once at the local suntrusts branch, the representative was told the sam things that I was told, That no information can be given over the phone. This has been an on-going process. On once occasion I observed a Suntrust/Trusit customer receive the same grant that I do, he wasn't questioned his demands were met with no hesistation. I am A XXXX veteran and ALL of my XXXX payments were going to my Suntrust account prior to this incident. I will no longer be banking with Suntrust/Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31794
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been attempting to work with Suntrust on correcting the false reporting they are giving to the credit bureaus since XXXX. I opened the account in XXXX and they are currently not reporting anything prior to XX/XX/XXXX. They are also reporting me 60 days late on my mortgage every month from XX/XX/XXXX to XX/XX/XXXX as of my reports from XXXX. All three credit bureaus confirm this is how Suntrust is reporting me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28025
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2021or around that day I sent via Certify letter to Regional Acceptance Corp a Request of a 1099 C debt cancelation form because They are reporting a car repossesion of a XXXX XXXX XXXX and acording to the XXXX and XXXX Regional Acceptance Corp is reporting an inaccurate and measleding and imconplete Information of US {$11000.00} and on the XXXX file Regional Acceptance is reporting another inaccurate and measleding Amount of US {$12000.00} wich is a violation and this trade line must be removed or delete immediately from my credit report furthermore today XXXX I received a letter from Regional Acceptance Corp where they are sending me another different Amount of US {$9600.00} wich is another inaccurate misleading and incomplete violation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34203
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I received a letter from my CURRENT mortgage bank -XXXX XXXX that my loan servicing had been transferred : Details provided : XXXX would no longer accept payments for my mortgage as of XX/XX/2021. New Servicer SunTrust now Truist I should expect correspondence from my new Servicer-set up payments with new Servicer. THE LETTER FROM XXXX STATES THAT A 60 DAY GRACE PERIOD FOLLOWING THE EFFECTIVE DATE OF THE TRANSFER OF THE LOAN SERVICING NO LATE PAYMENTS OR LATE FEES WOULD BE ASSESSED BY THE NEW SERVICER OR REPORTED TO THE CREDIT BUREAUS. As of XX/XX/2021 I did not have any welcome letter or account information. By XX/XX/XXXX I was worried. I called the number provided by XXXX. A pre recorded message stated that if your loan has been transferred to SunTrust NO ACTION is needed, SunTrust would be sending out information including account number etc. after XX/XX/XXXX. Today XX/XX/2021 I received A THREATENING EMAIL FROM SUNTRUST STATING I HAD NOT MADE MY XX/XX/XXXX PAYMENT AND THAT IF I DID NOT MAKE IT BY XX/XX/XXXX I WOULD INCUR LATE FEES. AS OF TODAY THE EMAIL IS THE ONLY CORRESPONDANCE I HAVE RECEIVED FROM SUNTRUST. see COPY OF THE EMAIL I RECEIVED BELOW-HOW CAN SUNTRUST BE THREATENING ME WITH LATE FEES WHEN I DONT HAVE AN ACCOUNT NUMBER TO EVEN CALL AND MAKE A PAYMENT OR SET UP AN ON LINE ACCOUNT, Dear SunTrust Client, This is a friendly reminder that a payment of {$2600.00} for your mortgage account ending in XXXX was due on XX/XX/2021. If you have already made your payment, please disregard this message. To make your payment, please sign in to Online Banking at suntrust.com or our Mobile Banking application. To avoid a late fee, please ensure payment is received by XX/XX/2021. We're here for you. If you are experiencing difficulties that are affecting your ability to make timely payments, please call our Client Services Department at ( XXXX ) XXXX, Monday through Friday XXXX XXXX to XXXX XXXX, Saturday XXXX XXXX to XXXX XXXX, ET. Thank you for being a valued SunTrust client.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SunTrust bought my mortgage from XXXX Mortgage and the provided no information about the new mortgage ( mortgage number, payment options ). Their first communication to me was to tell me my payment was late and they were unable to offer ability to pay the mortgage online. Their customer service had long wait times and could not take a loan payment over the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02474
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Loan servicing was transferred from XXXX XXXX to Suntrust sometime in XXXX and I was given less than 15 days of notice about the transfer. XXXX XXXX sent me a letter on XX/XX/XXXX that my loan servicing was being transferred and told me to expect further communication from Suntrust regarding my new account number and where to make payments. They also informed me that my next payment ( which would be due in the next 10 days ) would not be accepted if I sent it to XXXX and that I would have to make payments directly to Suntrust. I called Suntrust before XX/XX/XXXX to make my payment, but was unable to do so because their agent told me that they did not have a loan number for me yet since the transfer process was not complete. They told me to expect a loan packet on or before XX/XX/XXXX, and I have yet to receive it. I have now received an email from Suntrust stating that I am late on my mortgage payment and that I will be charged late fees if I do not send them a payment by XX/XX/XXXX. I am being asked to make my payment online even though all I have received from Suntrust is the email informing me that my payment for my account ending in xxxx is late. I have emailed Suntrust back and have attempted to contact them on the phone multiple times but the line keeps getting disconnected after being on hold anywhere from 30 minutes to over an hour. I am not sure what to do to avoid late payment fees because my loan servicer has not sent me a loan packet, yet demands that I make payments on an account number that they have not provided me with. I am unable to set up online payments because the system requires me to provide my account number to do so. I know that I am stuck with my loan servicer unless they transfer the loan servicing to someone else, but am I not entitled to timely communications from my loan servicer and waiver of late payment fees that occur due to mistakes on the end of the loan servicer themselves?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95035
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Lost my job due to covid-19 can't pay my overdraft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current mortgage company, XXXX XXXX, transferred the servicing rights to SunTrust bank. However this company has not notified me of the transfer and I am trying to contact the mortgage department but I keep observing the phone is disconnected. I am submitting a complaint because I would like my loan servicer to be transferred to someone else or back to the original servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Mom died XX/XX/XXXX. Dad, next of kin/beneficiary, is XXXX and not up for XXXX until XX/XX/XXXX. Dad signed PoA to me, their son. Dad was payee to Mom 's life policy, a check dated XX/XX/XXXX in the amount of XXXX . Dad asked me to use the PoA to deposit the check in order to pay off the house where my grandmother and grandfather, both retired, my two younger brothers, and I live, so that we would be taken care of. Our ages are XXXX, XXXX, and XXXX. I opened the account, depositing the XXXX $ check with the following bank on XX/XX/XXXX : BB & T, now Truist, XXXX Branch, XXXX XXXX XXXX XXXX, XXXX Georgia XXXX. I had the PoA ready in case they needed it, but no one asked for it. Now BB & T has opened the account in my name but has frozen it and will not allow me access to the funds due to their bank policy, because my dad does not have a BB & T account. In the meantime, the check has cleared on the payor 's end so there is nothing they can do to help resolve this issue. During this time I drove to the XXXX branch several times to speak with the branch manager who was never available, called BB & T, my mom 's insurance company, and her insurance agent to help me resolve this issue. After a visit to the XXXX Branch on XX/XX/XXXX, it seems like the local branch had stopped even trying to resolve this issue. Finally, I called the corporate office on XXXX, they told me I would either have to get a lawyer or wait for my dad to get out of XXXX in order to access the funds. But the account is in my name, so I am not sure how that will help. It has been well over 30 days, and BB & T is no closer to resolving this issue. It is possible they just don't know how to resolve my issue, is there anything you can do to help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A