Date Received: 2021-07-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021 when I logged into my SunTrust now Truist business account I received a message saying that I was not authorized. I immediately contacted the bank and was told that my account has been closed with a no debit order per SunTrust rules and regulations as of XX/XX/2021. However, I personally made a deposit on XX/XX/2021 for {$910.00} which was accepted. I spoke with 3 managers and went to 2 branches without resoultion. I was finally told that there is suspected fraud under investigation and someone will contact me when the investigation was over. I was able to obtain a print out which showed someone tried to hold {>= $1,000,000} on XX/XX/2021 and on XX/XX/2021 a Legal Order Debit for {$9300.00} was garnished from my account by XXXX XXXX XXXX who was my PPP lender. However, the loan was transferred to XXXX which has that I owe the full amount of my loan and there isn't anything due. XXXX XXXX has no knowledge of any legal debit order, XXXX has no knowledge of said order as well and I was advised to contact SunTrust/Truist fraud department and XXXX XXXX XXXX which I am unable to obtain any help. I have the print outs from all entities. I am a XXXX XXXX and this is my XXXX XXXX which they have stolen my funds and are withholding from me in the midst of a pandemic. This is XX/XX/2021 and SunTrust now Truist still hasn't contacted me not even to tell me about this fraud. I am seeking immediate return of my funds as this clearly has nothing to do with me or my XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: In this year of XXXX the month of XXXX has been filled with, fraud and scam within the BB & T financial institution. Back on XX/XX/XXXX I was approved and received a loan in the amount of XXXX. The money posted on a Saturday morning so therefore the more rightful thing to me was to wait until that following Monday to withdraw an decent amount in order to handle my payroll and supplies for XXXX. I also was involved in a car accident which resulted in me receiving an settlement check from the company XXXX in the amount of {$2300.00} receipt are on record. I deposited my settlement check that Sunday XX/XX/XXXX. XX/XX/XXXX I proceeded to go into my local branch to make a withdrawal and was told I could not due to my account being blocked, they also placed a {$100.00} hold on my settlement check reducing its amount to now {$2200.00}. XX/XX/XXXX BB & T proceeds to tell me they could not release my funds to me unless I could produce paperwork stating my XXXX pertaining to XXXX. After producing my EIN, Reservations and bank statements I was still denied my funds and was told the loan was reversed. After contacting the Lender XXXX XXXX no confirmation was received that the loan was sent back and nothing was reported unto SBA to clear my name. I still have no answers as todays date XX/XX/XXXX and Im also in debt having to pay {$20000.00} to the Small Business Administration starting XXXX of XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am writing regarding my mortgage account with SunTrust now Truist. SunTrust has reported to the credit reporting agencies that my account is in forbearance even though I NEVER requested or agreed to forbearance, and I have repeatedly notified SunTrust that I am NOT interested in forbearance and was seeking only a Loan Modification. Please help me ensure that SunTrust immediately removes this Forbearance report from my Credit Report. On XXXX I called SunTrust at ( XXXX ) XXXX to request a Loan Modification due financial challenges related to the COVID-19 pandemic. I eventually received the documents and on XXXX, I applied for a Loan Modification. SunTrusts acknowledgement of my application dated XXXX, included a notification that I was approved for a Forbearance Plan. I immediately notified SunTrust by phone and email that I was NOT interested in Forbearance and was seeking only a Loan Modification. At SunTrusts request, I submitted updates to the application and additional documentation on XXXX and XXXX each of which SunTrust acknowledged with notification that I was approved for a Forbearance Plan. I immediately responded to each notification with a phone call that I had NOT requested Forbearance and was seeking a Loan Modification. I also notified SunTrust in writing at XXXX that I had NOT requested and did NOT want Forbearance on XXXX and XXXX. On XXXX, I was notified by SunTrust by mail that while my Loan Modification was not approved, I had the option to appeal this decision and that I was being offered a Forbearance Plan instead. I responded immediately by mail appealing the decision and indicating, once again, that I am NOT interested in a temporary Forbearance Plan was seeking a permanent Loan Modification. In a letter dated XXXX, SunTrust notified me that my appeal was denied and that I have 14 days to accept or reject the Forbearance Plan that I had been offered. I responded immediately via email on and XXXX and once again rejected the Forbearance Plan. On XXXX I learned that SunTrust had reported a XXXX balance forbearance plan to all the credit reporting agencies, and that this forbearance was now reflected on my Credit Report. I called SunTrust on XXXX and was advised to call the SunTrust Credit Dispute line at ( XXXX ) XXXX. The first representative hung up on me immediately. The second representative placed me on hold for 74 minutes before hanging up on me. I am outraged that SunTrust would report a Forbearance Plan on my Credit Report that I NEVER requested, NEVER consented to and repeatedly indicated that I did NOT want. As a result of, SunTrusts egregious behavior, my credit score may be negatively impacted. I am also outraged that SunTrust has not responded to any of my requests to remove the Forbearance from my Credit Report and has responded instead with silence and stonewalling. Please help me ensure that SunTrust immediately removes this Forbearance report from my Credit Report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I had a loan with Sun Trust Bank, now called Truist Bank. I started working with XXXX XXXX XXXX. I was told to stop paying and they would negotiate with Truist Bank on the loan. After a couple of years of default, I never received anything in the mail from them. I assumed they were working with XXXX XXXX XXXX. The next thing I knew, I had a received some paperwork from the courthouse in the mail. They had supposedly sued me and when I didn't respond in 30 days, they tried to get a judgement from the court. I was never served. Thankfully, the court dismissed the case. I'm working with the lawyers that contract with XXXX on a resolution but because it got so far they are asking for a ridiculous amount of money they know I cant pay. I'm upset with XXXX XXXX XXXX for allowing it to get to this point. I was under the impression they were negotiating with them. Furthermore, when I asked if I can try to settle on my own, they advised against it. And second, I believe Truist Bank is being unethical. They know they did not serve me and still tried to get a settlement from the court since I didn't appear even though I was never served. The attorney on this case are XXXX XXXX in XXXX, Arizona. I'm frustrated because I feel I'm being taken advantage of in this matter. I believe the law firm is trying to see if they can get away with it even though I was never served. XXXX XXXX is trying to wash their hands of it as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90620
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I found a hard inquiry on my XXXX credit report on XX/XX/2021 from SunTrust DBA Lightstream, created on XX/XX/2021. I called the phone number on the report ( XXXX ) XXXX and spoke to XXXX and told her I never applied for anything with SunTrust so I don't know why they are pulling my credit report. She told me there was an application submitted and I told her it was fraudulent because I never applied for a loan with them. I asked her to please shut down the application due to fraud. She made a note of my phone call and gave me a reference number of XX/XX/2021 - XXXX. XXXX XXXX, I received a letter from SunTrust stating that they were researching this issue. Towards the end of XXXX, I received another letter from them saying that I applied for an unsecured line of credit on XX/XX/2021 so they could not remove the inquiry from my credit report. I called them on XX/XX/2021 at the phone number listed on the letter, ( XXXX ) XXXX and spoke to XXXX. She then told me they did not find anything to make changes and said I should speak to an 'advisor. ' They never even asked me to during their research what my actual contact information was to see if it there was a mismatch with what the fraudster submitted. They did not seem to care that I have fraud alerts on my credit reports either. I don't know how they are protecting consumers from identity theft when they are supporting criminal behavior and penalizing a consumer for being an identity theft victim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: It seems like I'm being given the run around when trying to get my money back after being a victim of identity theft. The bank has not credited my full balance and they have closed the case. I called Friday and was told that a new claim had been started for the misunderstanding. When I checked today no claim had been started. I will like to take further legal steps of necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24502
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I've requested BB & T Bank XXXX XXXX department and XXXX, company that manages BB & T rewards program, on numerous occasions, to provide me with a detailed statement, from date of inception - current. This is to include date, amount, number of points redeemed, number of points available. I need this information on 3 business accounts under the name of XXXX XXXX, XXXX. This is required by family court in a civil matter and is required for equitable distribution. I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28311
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have logged over 3-4 hours on the phone with SunTrust during the calendar year of 2021 trying to get them to properly process and reconcile the payments we have made on a mortgage we have with them. This experience has been nothing short of baffling and excruciatingly frustrating as we have ZERO confirmation that our explicit request are being handled, the details of which I will provide below : Beginning in XXXX on the XXXX a payment that was submitted as a 100 % principal-reducing payment was incorrectly applied by SunTrust. I called and requested a payment correction, to which I was told by the person on the phone in the servicing department that it would be done. After a few weeks it appeared online that a " correction '' was made but no amount was reflected next to that date. It also did not appear that the balance we saw online reflected the correction. In XXXX we had another payment that was submitted get incorrectly applied, and I had the identical conversation requesting the payment be adjusted to 100 % principal reduction on or around XX/XX/XXXX ( correcting an end-of-XXXX payment that was received ). Again in XXXX we had another payment get misapplied and at this stage I requested SunTrust not only make the correction but send me a detailed YTD payment reconciliation as neither the printed statements NOR the website properly reflected the payments being applied per our instructions. I was assured by the service person on the phone they had been properly applied and was told we would received a statement. Once again in XXXX I had to make yet another call to request a payment adjustment and once again I asked for the aforementioned statement since we never received it the first time. The person on the phone said it would be sent in the mail, however I explicitly asked for it to be sent via email since the last request never arrived. They said they would do so and I should expect the email in 7-10 days. It has been 2 weeks and we have not seen the requested statement. It should not take me this long, or be this hard to get a properly payment reconciliation of my loan. I need help ensuring that our explicit instructions are being acted upon and to-date I have no proof that they are.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Called in told them I wanted account closed the guy closed my savings but not the checking. It stayed open. They charged me XXXX dollars in overdraft fees over 3 months and then closed the account refused to refund the fees and I owe the bank XXXX dollars after all the fees are refunded. They rearranged transactiosm to charge more fees. Have proof. And want this fixed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24112
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the past 7 monts I have made a minimum of 19 attempts to resolve this issue with Suntrust-Truist regarding my mortgage. Suntrust-Truist has not been issuing payment coupons-monthly statements in a timely manner, forcing myself into a situation of either having to pay electronically or making a special trip to the local branch to make payment on time and avoid paying late fees. My statement is supposed to be issued on the XXXX of each month, yet as of Friday XX/XX/XXXX the statement has not arrived and not available on the online system. Today, XX/XX/XXXX, the system gives a repeated error that they system was unavailable and to try again later. There is only a few possible explaination for this situation, the bank is looking to either build income on late fees generated, looking to build foreclosure cases, or to force individuals to pay online and give the bank ACH authorization for auto payments. The autopayment is not acceptable for myself personally with this bank, because in XXXX Suntrust authorized a non authorized ACH transfer to go through and withdraw {$8000.00} from my checking account. Today ( XX/XX/XXXX ) I spoke with " XXXX '' in mortgage customer service who refused to escalate the issue beyond her desk. Her only attempt was to change my billing cycle date from XX/XX/XXXX to XX/XX/XXXX ( something that I was told in XXXX would take place, and based on this conversation it has not ). This issue of the late or no receipt of the mortgage coupons has been going on since the beginning of XXXX. My last payment coupon that arrived remotely ontime was in XX/XX/XXXX, since that point I have made more than 20 complaints, phone calls, and inquires on how to resolve this situation. To date, no viable resolution has been made by the Suntrust/Truist. I have had the mortgage with Suntrust since XXXX, and the past seven months have been extremely stressful. And the bank continues to blame the US Postal Service even when the bank knows that payment coupons were not generate ( XXXX, XXXX, and late in XXXX ). According to the bank I have no " rights '' to expect a payment coupon and I am obliged to make my payment on time each month regardless if I receive a statement or not. Yet, when you contact the bank or make a payment without a " coupon '' the processing is not reflected for upto 10 days-creating a late payment situation. Again this has been going on since XXXX, and I have contacted the bank multiple times to get this resolved-but nothing has changed, nothing is corrected. My statement for XXXX has not arrived and their system is not functioning so I can not print my payment coupon. The situation will force me into a late payment date, and though I am expected to make my payments ontime there is to be no expectation that I receive a statement intime to make the said payment. My monthly mortgage is {$1400.00}, typically I increase the payment {$100.00} to reduce my principle. I have spoken to their executive offices in XXXX ( XXXX ) they stated the situation was resolved and corrected and I would have no further problems-yet the XXXX statement arrived on the XXXX of XXXX ( Due XX/XX/XXXX ), and the statement due XX/XX/XXXX, has not yet arrived on XX/XX/XXXX. The companies response has been that they would move the statement release date from the XXXX of the monthh to the XXXX ( something the bank stated was already complete ), they stated they would " escalate my concerns, but there would be no response for 7-10 business days '', a process I have already been through twice. The stress that this ongoing situation causes me is inexcusable. Isn't my government supposed to protect consumers from such business practices?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A