Date Received: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage with XXXX XXXX was sold to SunTrust in XXXX. We received a letter from XXXX in early XXXX that we should get a letter from Suntrust at least two weeks prior to our next payment on XX/XX/XXXX. We called suntrust the last week in XXXX to get our account information so we could make the XXXX payment. We were told we would get the account transfer letter by XX/XX/XXXX. We have not received the letter but today ( XX/XX/XXXX ) we got an email from Suntrust stating our payment is overdue and we will be charged a late fee if not paid by XX/XX/XXXX. I am currently on hold with SunTrust ( approximately an hour and a half ) with no response and no way to resolve the payment issue until we get an account number for the new mortgage..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 814XX
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: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I would like to make a complaint about SunTrust Mortgage ( now Truist ) On XX/XX/2021, I received notification that my mortgage with XXXX XXXX was being transferred to SunTrust Bank now Truist. ( Needless to say I did not request or wish this but it seems like as a consumer I have no say in who services my mortgage. ) The notification said to expect to hear form SunTrust about how to pay my loan. So I waited. Nothing in the mail. No welcome email ... in short, nothing at all from SunTrust now Truist ( can't they even settle on a name? ) Then today ( XX/XX/XXXX ) a curt email from SunTrust saying that oh, by the way, my payment was due on XX/XX/XXXX, and to pay by the XXXX " to avoid a late fee ''. This is despite the fact that according to XXXX, ( and from what I remember on previous times my loan has been sold ) that there is a 60-day period during which my payment can not be treated as late. I tried to set up my account online but I didn't know the new account number. I tried calling two numbers for SunTrust, including the one I got from XXXX Neither of them worked- I just got cut off. I tried texting from the web site. The conversation was ended XXXX by them ) as soon as it started. Finally, I called XXXX to get my SunTrust account number, set up an online account with SunTrust and made the payment without dealing with a person. ( Clearly, the aim of the website is to make it impossible to deal with a person. ) My anger is about how I ( and presumably others ) have been treated by SunTrust. This is an unacceptable way to treat new customers. At the very least I should have received a welcome letter either electronically or on paper. I also wish that it were possible for consumers to be consulted about who services their loans. I did not wish or request for my loan to be transferred in the first place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94112
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 loan was just transferred to SunTrust now Truist. What terrible service. They bought my loan and assigned me a new loan account # but never bothered to mail or email me the new number so I have no way to create an account online to pay it. Calling their customer support number it just hangs up or gives busy signal. Requested an immediate call via their XXXX page ( where many similar complaints can be found ) no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85331
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: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got an email on XX/XX/20 that my mortgage was being transferred from XXXX XXXX to Suntrust. I never got any kind of information in the mail or via email from Suntrust. Today I got an email threatening a late fee because I haven't made a mortgage payment yet. There is no way to register online to pay without my account number. I have been on hold with their customer service for over 40 minutes trying to get this sorted out and I am at work so this is not acceptable. I tried getting through to their customer service on XXXX through @ asksuntrust and they directed me back to their customer service telephone number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37620
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have these accounts that are not mine and i want them to be removed. 1. Identity Theft SUNTRUST BK Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 4. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: BB & T ( now Truist ) did not follow proper procedure or stated policy to protect my account. On XX/XX/XXXX, BB & T removed me, the only signature for the restaurant account, XXXX XXXX , XXXX, and replaced it with XXXX XXXX, representing himself as the new owner. I was the only person allowed to sign on this account. Upon discovering I could not log into my XXXX XXXX I went to the bank. I asked XXXX XXXX, manager, what happened. She said did they not call you, you better get a lawyer. I was not present, and I had not given written permission or spoken to anyone giving approval for this action. XXXX XXXX, located at XXXX XXXX XXXX, XXXX, GA XXXX, operated from, XXXX, XXXX to XX/XX/XXXX, and was independently owned and managed by XXXX XXXX. Notes : Regarding BB & T and XXXX XXXX email to XXXX XXXX on XX/XX/XXXX. I did not ever call BB & T and tell them to remove my name from the XXXX XXXX account and replace it with XXXX XXXX. I did call BB & T and asked them to unlink my personal account from the XXXX XXXX business account. XXXX XXXX did go with me on a few occasions to BB & T when I was cashing a check to cover the weekly tip out for the staff. I did not ever request to meet with a manager to make changes to the XXXX XXXX business account. I find the words Mr. XXXX used at the end of the second paragraph perplexing. Taken together, these facts gave BB & T a reasonable belief that XXXX Lively was authorized to act for XXXX XXXX, XXXX Ms. XXXX knows what happened. We have not been given the name of the person who ultimately signed and is responsible for BB & T action. We must remember that Mr. XXXX is a conman. He filed a defamation suit against me, accusing me of saying just that, his complaint was struck by the court. Over a period of 6 months Mr. XXXX did everything possible to gain my trust. It is obvious he was successful. By mid-XXXX I began to have misgivings about the sale. A change in his behavior and care for the restaurant were a problem for me. When he continued to stall on the lease for the space and ultimately took unexecuted documents to BB & T and changed the account signature, also removing my password to the Point of Sale and payroll account I withdrew my offer to sell.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2021-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was in forbearance until XXXX, XXXX. I made my first full payment at my local BB & T branch bank to make sure it got to them in plenty of time. I made my next payment in XXXX and XXXX for XXXX. When I received my XXXX statement, my full payment was not reflected. I have made over 40 phone calls and spent hours on hold. Ive been transferred to many different people, disconnected numerous times, and forced to listen to loud, nerve grating music. In the beginning of this nightmare, I was told BB & Ts computer just hadnt caught up with the surge in payments coming out of forbearance and not to worry. More calls revealed every person had a different answer and my credit is being harmed. I have recorded calls to verify. As of late, BB & T stated the XXXX payment did not in fact, pay, the XXXX payment. Instead they paid the XXXX, XXXX payment in forbearance. My XXXX payment was split and part went to paying forbearance, {$400.00} went into a suspense account. My XXXX payment was applied to XXXX, XXXX to XXXX and now I owe again for XXXX and XXXX with a suspense credit of {$400.00}. BB & T, now Truist, refuses to make me current and continue to argue with me. I had no idea they had misappropriated my funds. I need your help in getting this resolved. I have also reported them to XXXX. The reviews of this horrible bank reflect many people having this problem. I feel they are doing this in the hope of stealing peoples homes and forcing us into foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29910
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My fiance and I travelled to XXXX. While there, we were approached by a gentleman who gave us tickets to a " celebration. '' We later discovered, it was not a celebration, but rather a sales pitch to purchase a luxury vacation package. The pitch started around XXXX XXXX at night and lasted through XXXX XXXX. We were told that if we bought into this special VIP luxury package, we could book luxury hotels and/or villas for a week at prices beginning at {$240.00} to {$3900.00}. The initial cost was {$26000.00}. My fiance said, " Never in a thousand years. '' Finally, they negotiated down to {$6000.00}. We agreed. I paid {$4000.00} and my fiance paid {$2000.00}. This was on XX/XX/2021, at around XXXX. On XX/XX/XXXX, they picked us up from our hotel to explain what we purchased and to sign the contract/Agreement. Before we signed, we went through the entire process, from start to end. We acted as though we were purchasing a week in the hotel where we were signing the Agreement. We were told, " {$2900.00} for the week. '' So we signed and agreed. We arrived back to the US on XX/XX/XXXX and on XX/XX/XXXX, my fiance attempted to book the hotel we had just simulated in XXXX with the company. It took over a week before we could finally get any answers. When we did get an answer and a quote, it was {$77000.00}! Luckily, since they were taking so long in getting back with my fiance, my fiance cancelled the package on XX/XX/2021 -- within the 4 day cancellation policy. I have tried to dispute the charges with my bank BB & T, but they are refusing to refund the money. My fiance 's bank, XXXX XXXX, has refunded his payment. We have received nothing from this company -- absolutely nothing. They are a scam company who has scammed us out of our money. They now are saying that the prices that were quoted to us during the presentation are for " service fees '' and that we are still required to pay the full price for the hotel and/or villas. This is NOT what they told us or showed us through the simulation. We were also supposed to be given a XXXX account within 8-12 weeks. We were never given that. We have nothing. Nothing at all. The bank BB & T must refund the money paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage and SunTrust Bank issue a check to me for my escrow amount of {$2100.00} on XXXX XXXX. After several weeks I did i did not receive it and assumed it was lost so I called them on XX/XX/XXXX and asked them to cancel the check and reissue it. They advised me they had to wait 30 after issue date and to called back. I called them on Monday XX/XX/XXXX. The told me that the check had been returned to them on XX/XX/XXXX and sent it to the states unclaimed money department. I asked them why didn't they wait as they knew I was going to call. The employee told me they have a record of my XX/XX/XXXX call and my updated address but something must have happened and it was too late to cancel and reissue. i called the unclaimed department and was told it won't show on their books for months. {$2100.00} is a lot of money to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: We began receiving statements on BB & T accounts, a checking account and money market account, that we did not open. Then we received correspondence indicating overdraft protection had been approved. We contacted the BB & T fraud department at the bank and nothing was done. We continue to receive statements from the bank showing debits occurring in the account. We went to the local branch of the BB & T bank and asked the representative to close the account. That was refused. The account remains open. It is accessible via an online account, it has debits being removed and we are concerned this is going to impact our credit report overall. Please assist us to get this account closed. It is a fraudulent account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A