Date Received: 2021-08-07
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On Friday XX/XX/XXXX I reported to my bank, Suntrust Bank that someone got into my bank account and changed the address. I called Suntrust and Answered all the questions on the phone that they asked but the said they could not sent a security code to my phone so I had to go in person. They locked my account. I went in person on Monday XX/XX/XXXX and changed my log in and password. On XX/XX/XXXX they got in again changed my address and changed several XXXX dollars on a credit card that I had not used since XXXX. They also withdrew some money on my checking account. I requested that the credit card be closed. They closed it and opened a new one that I didnt ask for. I do not have the new number I only have the original number. I was refunded the money except a {$740.00} charge on the credit card is still under investigation. On XXXX I received a letter saying a payment had been rejected. On XX/XX/XXXX, I called and was told I needed to go in person. When verifying my address I found out the hackers had gotten in again and changed the address. I changed it back and went to the bank on XXXX and closed my checking account. When closing the account the teller told me my address was again changed. Also I had to try 4 different branches in order to close the account. The lobby was closed at 1 branch. They sent me to 1 branch that was closed, I called another one who said that the only person who could close an account was out until XXXX XXXX. Finally the 4th branch I tried closed it. I then went home and later in the evening I called the fraud dept to let them know if I need to be contacted the hackers keep changing my contact address. The rep is not listening to me telling me I need to go to the bank. I tried to explain That I keep changing it and they keep changing it back. I no longer have access to the account so I wont know if they change it again. I am not a customer but I want the bank to be able to reach me. The rep said I had to go to the bank and wasnt understanding what I was trying to explain. I cant go to the bank every day to make sure the hackers didnt change the address. The rep said she couldnt help me and hung up. I dont know what kind of fraud monitoring banks do, XXXX if they would have listened to me on XXXX none of this would have happened. I want to make sue all my accounts are closed at Suntrust and I owe them nothing. I feel like I am in the twilight zone since XXXX. Hackers are able to get into my account withdraw money, make charges, make changes to my info. But they wont speak to me. No one is monitoring my account. Thank you for taking the time to read my complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34684
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: Getting a line of credit
Subissue:
Consumer Complaint: The consumer attempted to extend themselves credit through BB & T. On XX/XX/2021 the consumer was denied because of XXXX violating 15 usc 1691. This is a written demand to ceo XXXX XXXX XXXX, XXXX XXXX XXXX and to whoever else it may concern to extend credit to the application the consumer has endorsed this action. And if there is a inquiry or adverse action on the consumer report delete it now or a criminal complaint will be filed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX My lawyers XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX Trustees XXXX XXXX Fiduciary and XXXX XXXX XXXX XXXX SC. With XXXX XXXX of SUNTRUST BANK. PUT DEBT AGAINST ME AND MY HOME. THEY TURNED INTO THE COURT AND IRS THAT THE DEBTS WERE PAID OFF. XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: To Whom It May Concern May I please request your help. I VOLUNTARILY surrendered a vehicle leased by Regional Acceptance Corporation. When I negotiated the surrender of the vehicle, I did so based on many conversations with the company. The car in the first place was sold to be by an illegitimate dealership that was shut down by the City of XXXX XXXX WI, for illegal actions. Furthermore the vehicle started to break down constantly and was costing me thousands of dollars for major maintenance. I finally turned in the car with the understanding that the car was voluntarily surrendered and that after auction of the vehicle I would be able to arrange a payment structure with Regional Acceptance Corporation, to not have my personal credit damaged. None of what I was promised has come to be of help. The car was sold with an outstanding balance of {$12000.00} I have tried to make contact with the company to set up payment arrangements. I have spent hours calling and being sent from department to department, to no avail. I have left messages and no one returns a telephone call. Now I have been alerted by all three credit bureaus that the company has reported me as an INVOLUNTARY SURRENDER and a CHARGE-OFF. This along with 120+ days of late payments has destroyed my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 521XX
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I purchased a dog training package and put a deposit for such course in XXXX. After careful consideration XX/XX/2021, I decided not to proceed with the purchase and requested for my funds to be returned. Within that same week the dog died. Making it that much understandable that I no longer had use for the service. I revoked authorization to charge with the company and requested for funds to be returned. I never heard back from the owner or any of its said employees regarding the matter. I do not have money to give away and it's not fair for the bank not get my money back when I never received a service and revoked authorization to charge. The bank said that there was no error when if fact there was and I reported this as soon as I was able and have tried numerous times to get the money back from these crooks and its not fair that BB & T is the only bank that has this type of policy where it wants the customer to do all of the work when it comes time to dispute a matter. I work hard for my money and I trust them to do as I say with my funds. They do this every time as if they have no concern to even invest the time to help serve us as the client. I have had other complaints where I had to work hard and get the money returned on my own. They are the ONLY bank that does not formally conduct and investigate and even attempt to retrieve funds back when there is a dispute. Lastly the money was a deposit and not a finally payment and was supposed to be returned either way and that never happened there is no signed contract and I want my money back. I will be filing a complaint with the Maryland Attorney General 's office as well. However, I was told by small claims court to start this process first.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I called to report a card, that I have had for years, lost and to get a new card. The card is through my bank BB & T. Without my permission or consent, the bank closed the account, permanently. I have spoken to multiple deparments and spent hours on the phone to no avail. All they will say is that I should just apply for a new account. All of this will have a negative impact on my credit score. In other communications, they noted that it was closed because I didnt return a fraud call back. this is not accurate. The account was closed on the XXXX, which is the day I called to report the card lost.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage on my primary residence with Suntrust Bank ( now Truist ). I have been making monthly PMI payments since XXXX, and my LTV ratio hit 80 % in XXXX of XXXX. At 80 % LTV I am no longer required to carry PMI, and submitted a request to have the PMI canceled, and any additional charges refunded. I submitted my request in XXXX of XXXX. Since XX/XX/XXXX I have been billed for PMI each and every month. I have called Suntrust repeatedly to address this problem. I have submitted additional written requests to have the PMI payment canceled and refunded. For XXXX the total PMI premiums collected by Suntrust are more than {$500.00}. Every time I speak to someone on the phone, they tell me the problem is being 'researched '. I refinanced my loan in XX/XX/XXXX, and am very concerned that with the original loan being closed, it will now be impossible to get my PMI premiums refunded. Can the CFPB help me get this money refunded?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: RE : Attentively review my formal writ composed declaration of not proven complaint misinformation that is all or in part : deficient of the adequate current status in the fullness of TRUTH, ACCURACY, COMPLETENESS, TIMELINESS, documented OWNERSHIP, certifiable RESPONSIBILITY, or otherwise irrefutable, complaint obligatory, and regulatory requisite reporting thereby mandating your immediate actions to rectify and remedy and any infractions behavior ( s ) by retaining or returning to demonstrate TRUE, CORRECT, COMPLETE, and COMPLAINT METRO 2 data field formatted reporting!!! I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with XXXX , XXXX , and XXXX. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. Failure to comply shall lead to complaints being filed with The XXXX XXXX XXXX, Consumer Financial Protection Bureau, and Attorney General stating your companys unlawful collection practices, misrepresentation of creditworthiness, defamation of character, and noncompliance to abide by laws enacted by Congress to protect victims of identity-theft who's credit been impacted by acts of fraud. Because I know my rights under THE FAIR CREDIT REPORTING ACT, CONSUMER CREDIT PROTECTION ACT ( CCPA ), and FAIR and ACCURATE CREDIT TRANSACTION ACT of 2003 ( FACTA ). I will be taking action. I also know my rights under this paragraph of Section 312 of the FACTA LAW : SEC.312. Procedures to enhance the accuracy and integrity of information furnished to consumer reporting agencies. ( b ) duty of furnishers to provide accurate information. -- Section 623 ( a ) ( 1 ) of THE FAIR CREDIT REPORTING ACT ( 15 U.S.C. 1681s-2 ( a ) ( 1 ) is amended ( 1 ) in subparagraph ( A ), by striking " knows or consciously avoids knowing the information is inaccurate '' and inserting " knows or has reasonable cause to believe that the information is inaccurate '', and ( 2 ) by adding at the end of the following : ( D ) DEFINITION -- For purposes of subparagraph ( A ), the term 'reasonable cause to believe that the information is inaccurate ' means having specific knowledge, other than solely allegations by the consumer, that would cause a reasonable person to have substantial doubts about the accuracy of information. Policy states. According to the Fair Credit Reporting Act FCRA 611 ( 15 U.S.C 1681 ), Procedure In Case of Disputed Accuracy. ( a ) Reinvestigation ( 1 ) Reinvestigation ( a ) In general. Subject to Subsection ( f ), if the completeness or accuracy of any item of information contained in a consumers file at a consumer agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller. Therefore, my position is being clearly stated, these accounts do not belong to me, meaning that you are reporting inaccurate account information within my credit file. The fact that these are inaccurate account information means that you, this credit-reporting agency, are reporting incorrect accounts. 1. BBT RCVRY bal. {$0.00} I am well aware of my rights as a consumer. The Fair Credit Reporting Act requires that you, the credit-reporting agency report accurate and/or correct account information within my credit file. My credit issues are very specific, these accounts and/or items do not belong to me. This means that you are reporting incorrect account information within my credit report. It is this in mind that I request that these listed accounts and items be Blocked and Deleted. According to the Fair Credit Reporting Act FCRA, Section 1681c ( 2 ) Block of information resulting from identity theft. 1.Block. Except as otherwise provided in this section, a consumer reporting shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from alleged identity theft, not later than four ( 4 ) business days after the date receipt by such agency of 1. Appropriate proof of identity of the consumer ; 2. A copy of an identity theft report 3. The identification of such information by the consumer ; and 4. A statement by the consumer that the information relating to the transaction by the consumer. I have provided all of the above listed four ( 4 ) items within this package. Therefore, I expect these listed accounts to be deleted and blocked within ( 4 ) business days. This is clearly an identity theft issue. I am also entitled to receive a free copy of my credit report, so I am requesting a free credit report and that all of these accounts, public records items, and inquiries be permanently blocked and deleted. Enclosures : Identity Theft Report Proof of Identity Copy of Account Statement showing Fraudulent Items FTC Notice to Furnishers CC : Consumer Financial Protection Bureau XXXXXXXX XXXX XXXX XXXX XXXX, Iowa XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43230
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received 2 mailings on XX/XX/2021 from SunTrust bank. One for checking, the other for savings. I did not open any accounts with SunTrust, nor have I ever done business with them. I called and they verified that they had my social security number. They said they would cancel both accounts. Yet I later received a statement from them. I asked for info on the criminal who has my social security number and if they could shed any light on this. But they refused. Also, it is very strange that they opened 2 new accounts with no funds. Every bank account I know of has a minimum deposit in order to open the account. How could they open accounts with no money?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Fraud Amount : {$270000.00} Bank : SUNTRUST. We have been loyal Suntrust customers for more than 25 years We have been the victim of a fraud to our account, kept at SUNTRUST BANK, through 5 fraudulent checks, 3 of them of extremely high amounts, where in less than 1 month they emptied our account. Checks numbered : XXXX dated XX/XX/XXXX for {$1100.00} XXXX dated XX/XX/XXXX, for {$72000.00} XXXX dated XX/XX/XXXX for {$68000.00} XXXXdated XX/XX/XXXX for {$120000.00} XXXX dated XX/XX/XXXX for {$2900.00}. It must be borne in mind that last year with the XXXX was an extremely distressing year, depressing for everyone. Here at home we all suffered from XXXX, my mother and I were seriously affected, and we are still suffering sequels, after having gone through the horror of being isolated, away from our loved ones, without knowing if we were going to see them again ( an extreme situation ). My sister was also infected to a lesser degree, but her situation was worse, since she is a XXXX mother of a XXXX year old XXXX. On the other hand, our relatives abroad are anguished and fearful of our precarious physical and mental situation. Inclusive unfortunately several family and friends have died from XXXX. It must be understood that in this tragic situation, priorities change and all our attention was simply focused on recovering. In the face of such a complicated and exceptional year a bank as stable and secure as SUN TRUST must further protect its loyal savers. We presented the due complaint in their Fraud Department on XX/XX/XXXX and 10 days later they sent us a brief communication referring to the fact that we did not report the fraudulent act 30 days after this regrettable and unacceptable theft of our savings and dreams, as if the bank to which we entrusted our deposits has no responsibility, when it is evident that it has happened with internal complicity. On Monday, XX/XX/XXXX, we sent a Rebuttal Form, with additional and well-documented information, believing in good faith as the bank told us that a second serious and exhaustive investigation would yield reliable results about what happened, how and why it happened. But what was our surprise that we have been informed by telephone that they have denied us our just claims, instead of admitting the seriousness of the events that have been perpetrated in SUNTRUST, they hold us, the VICTIMS as responsible, claiming again the time elapsed of 30 days without making the respective complaint, which according to some statutes runs from the receipt of the account statements and It should be noted as we explained in the rebuttal form the reasons why we did not notify the bank before XX/XX/XXXX are the following : 1 ) It is a fact that XXXX with the XXXX Pandemic there was a global crisis and the world was paralyzed that WE DID NOT RECEIVE ANY ACCOUNT STATEMENTS via US Postal Service, as we have received them in XXXX, XXXX since the account was opened, at our address registered in SUNTRUST 2 ) WE DO NOT HAVE ACCESS TO ONLINE BANKING,. The file updating mechanisms to gain access to the bank 's online banking are quite strict, requiring that this request be made in person and to date we have not been able to travel to the USA to request it, which made it impossible for us to verify our account via internet. Again, a year of pandemic, several patients at home, impossible for us to move. As we said before, The Rebuttal Form, sent on XX/XX/XXXX was denied. It should be noted that after 2 months waiting response we only found out by phone ; it has not formally reached us at the address in our file. We have even called several times requesting a resend, so the bank is aware that we have not received it. A situation that leaves much to be desired from its fraud department. The banks behavior in this situation was quite irregular, and did not act with the Due Diligence expected of a great, recognized, reliable and secure institution in which we have trusted for more than 25 years ; especially when they advertise Financial Confidence. 1 ) This account was opened with intention of been used by the family group as a retirement fund, the movements are esporadic. In fact, there had no movements in the last 4 years. 2 ) Why they did not contact us to inform us of such unusual movements by any means having theTelephone numbers and emails in their database. Why they did not automatically block our account, something that all banks do when they perceive suspicious and unusual activities, even for amounts much smaller than in our case. 3 ) Why was an internal alarm not issued for checks of such a high denomination ( banks have advanced systems to detect these movements ) they even block accounts for prevention ), especially an account that in recent years had not had any movement. 4 ) We do not recognize the debit of XXXX charged to our account on XX/XX/XXXX, The transaction description details as an electronic/AHC Debit XXXX XXXX XXXX pruchase. When asking the bank what this charged was about, they did not know how to answer 5 ) We do not recognize the five ( 5 ) fraudulent checks, XXXX dated XX/XX/XXXX for {$1100.00} XXXX dated XX/XX/XXXX, for {$72000.00} XXXX dated XX/XX/XXXX for {$68000.00} XXXXdated XX/XX/XXXX for {$120000.00} XXXX dated XX/XX/XXXX for {$2900.00}. 6 ) The checks used to perform the fraud was never requested by any of the account holders. We do not recognize those checks. We have in our possession all the checks books that we have requested. 7 ) To whom, how and why they provided a checkbook that we did not request.? The signature of those checks is fake, but similar to the original, How is it explained that whoever committed the fraud knew what the signature is like to copy it. 8 ) How to explain that whoever wrote those fraudulent checks knew exactly how much money was in the account?, so they could write checks just enough to empty the account. 9 ) What are the control measures that the bank has over the issuance of checks? How these checks were issued if non of the account holders ordered them? When I asked by phone to a bank representative, about when, how and who requested those checks in specific, she said that the bank has no record of checks because checks can be purchase in XXXX or even anyone can print a check of their own, and cash or deposit them. So, this comment alarmed me since anyone can issued checks and deposit them in their account and the bank simply pays them without any control or verification? Where is the responsibility and due diligence of SUNTRUST that acted so negligently in the face of the events perpetrated on our account? Clearly, there must have been internal complicity that facilitated this fraud, and prevented the alarms and alerts from being activated. In view, that the possibilities of understanding with the bank reached their limit, I am presenting this complaint, in order to request your support in this unfortunate event so that the bank takes the responsibility that corresponds to it and return the funds, fraudulently withdrawn inside SUNTRUST from our account. Attached : A ) Copy of fraudulent checks Nos XXXX, XXXX, XXXX, XXXX, and XXXX. ( Not recognized by us ) and the account statements of suntrust bank B ) Copy of letter from SunTrust, denying payment of our claim. C ) Copy of Rebuttal Letter sent to SunTrust Ban
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A