Date Received: 2021-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i went on the forbearancemay XXXX untilXXXX XXXX due to lay off from corona shutdowns i completedthere forbearancepackage, they sent thru the mail like instructed took it to be notarized the noter, notarizedmultiple places we found in the bound paperwork but failed tofind two pages. paperwork was sent back for above reason, immediatelytook to noter and fixed the problem mailed back to suntrust they somehow added my XXXXhusbandto the loan unknown to me that i needed to sign his name foracknowledgementreasons only they stated. sent it back again ... signed his name and returned it for a third time they sent it back because it didn'thave his initialson a paper, mind you after a couple times you would think they couldsee i was strugglingto find all the little spots that loan officers are paid heftysalariesto point out for accuracy. i then sent it back for a fourth time with a hope and a prayer that id found all the secretspots i started making payments XX/XX/XXXX till i made XX/XX/XXXX payment and they didntsend the paper workbackthey sent all my payments back totalling XXXX XX/XX/XXXX reason being they were not the total to pay the whole forbearance ive called suntrust countless times and no one will answerthe phonei have a XXXX rep that will not answerthe phone i talked to XXXXXXXX XXXX the housing counselor XXXXtold me to contact hudshe called suntrust to help me work it out we on just that one day was on phone for over 4 hours i dont want to lose my home i know many americans that did the forbearanceplan i've owned this home since XXXX and neverbeen late i have excellentcredit and dontknow where to turn XXXX told me that hud could help me and that you wouldhave a more direct line approach to suntrust or who ever they have sold out too thanks for all you help please call me im not sure what to do or how to approach suntrust as they have cut all lines of communicationivebeen into the branch multiple times and been told that due to merger they can no longer talk to me only the home preservation reptheres no way to get ahold of her or anyone to help they are setting me up for foreclosure XXXX XXXX for accuracy purposes ive included the housing counselor and suntrust home preservationclient representativeplease reply all with necessarycorrespondence i've never paid a payment thru email and i didnt this loan thru emailwhen i've had a problem i've always been able to call and talk to someone on thephonethis is thefrist time in XXXX years to communicateby email. i had to get mygrandkid to help with this. again obviously i'mstruggling with the timesbut ive got my job going and was and still am ready to resume making paymentsi 've requested and ask for return calls
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Company keep reporting inaccurate information. I have disputed numerous of times for fraudulent activity on my credit report. I have tried to dispute items company refuses to dispute account again for fraud. Lvn funding has never gotten a copy of my identification card or signature for an account with them. XXXX XXXX XXXX is the credit card company reporting I been told them that was identity theft account. XXXX XXXX is paid off and closed out over seven years still reports the same. I have inquires that are fraudulent as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32209
Submitted Via: Web
Date Sent: 2021-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Problem with cash advance
Subissue:
Consumer Complaint: I applied for a loan over the phone. Their claim was that they were from XXXX XXXX XXXX XXXX XXXX. I gave them all of my info. Their phone numbers were XXXX and XXXX. They deposited {$500.00} into my account. I was told to go buy a XXXX gift Card for XXXX and send them the numbers from under the scratch off. This first transaction was a test to make sure it worked. The second day they deposited XXXX into my account. Told me to buy 4 XXXX Gift Cards at XXXX each and the remaining would be the first portion of my XXXX loan. They got access to my account and took a lot more than was planned. BB & T froze my accounts and made me pay for what they had taken. It cost me around XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 263XX
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am filing a complaint against Suntrust bank regarding my home equity line and how they are reporting my payment history to the credit bureaus. I have spoke on the phone with numerous SunTrust representatives all in a desperate attempt to repair my credit which was destroyed by SunTrust due to a bank error which occurred at the XXXX XXXX, Maryland branch in XX/XX/2020. The bank took my husbands principle payment of {$8500.00} for which we have a receipt and an made it a regular payment instead of a principle payment. That apparently kicked our account off of auto pay since they entered it wrong. When they went back in to put his payment toward principle instead of as a regular payment, that made it that there was no payment in XXXX and by XXXX they had us as 30 days late. We were never informed that they made these mistakes with our payment. It took me hours to figure out what the bank did wrong and why we were getting late payment notices. Once everything was figured out, they credited back my account all the late fees since it was a bank error. I assumed all was taken care of properly until my credit dropped over 100 points! I was informed that SunTrust is reporting us as 30 days late on our mortgage from XX/XX/2020. I assumed this would be an easy fix for SunTrust. However, NO ONE at SunTrust will take ownership and fix this issue. I was on the phone with XXXX XXXX for an extended amount of time. She read the notes, acknowledged the bank error and sent it to the investigative department again. However, I received yet another letter from Suntrust advising me that they will not change the 30 day late on mine and my husbands credit report. I sent follow up emails, went into my local branch. I have called numerous 800 numbers. I missed one call from a man from Suntrust who was supposed to be investigating. His name is XXXX at XXXX ext XXXX, I called everyday and left five messages pleading for a return call and I get nothing. I have been with the same bank since I was 18 years old. My credit was SPOTLESS. I need someone to help me fix this and no one from Suntrust has agreed to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XXXX at about XXXX XXXX. I entered my location BB & T bank to get my money card activated for the bank to identify my as the cardholder. XXXX XXXX XXXX NMLS # XXXX was the one who refuse to help me with opening my account he made me so upset he caused me have an XXXX attack upon leaving. XXXX had to come to the bank where I was placed in the back of to give me XXXX and I also had extremely XXXX XXXX XXXX all due with these dealing with XXXX XXXX. And my card still didn't get activated. He made it point not to activate my card because he saw how frustrated I was becoming while trying to get him to talk to the cardholder of the XXXX XXXX that is afflicated with the BB & T branch. I feel this kind of treatment I received at this branch is very unprofessional this isn't my first interaction with this teller. He seems to be rude and disrespectful to me each time I visit this branch. This employer should be fired for the amount of distress I endured.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 289XX
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On Sunday XX/XX/XXXX, I went online to my BB & T account to see if a payment had gone through yet. I noticed that I had hardly any money left in my account due to it being hacked. My actual checking account was hacked into and 7 transactions amounting {$1300.00} were pending for an app called XXXX something BB & T apparently partners with. I went to look at my messages-I only noticed because I usually don't have any and now I had a lot. It said on XX/XX/XXXX there was a log in with an unknown device. Then they changed my email to a generic one XXXX. Then they opened an account with XXXX and proceeded to drain my checking account. I tried to call BB & T fraud but I guess since fraud isnt supposed to happen on the weekend, they were closed. On Monday morning XX/XX/XXXX, I went into my local branch on XXXX XXXX XXXX in XXXX West Virginia. I spoke with XXXX XXXX who blocked my current checking and savings and opened up two new accounts for me. We also set up new log in for my online account. He informed me that since the charges were still pending, there was nothing they could do- that I had to wait until the next day when they posted. When I woke up on Tuesday XX/XX/XXXX I checked my account. All of my money was back and there were no pending charges. I called XXXX and he said that's great, XXXX must have realized there was an issue and cancelled everything. A few hours later I checked again and my money was gone again and all the charges were back. At that point I called fraud. I spoke with XXXX, who after a long time, contacted XXXX fraud. She informed me that XXXX cancelled my account ( that I did not create ) as well as the accounts of the people who were supposed to receive my money. She said that because the money would have nowhere to go, it would revert back to my checking account and I would have my money back the next morning. Today, Wednesday XX/XX/XXXX, I wake up to all of the pending charges processing and having no money. I called fraud again and explained everything to which I was told- okay good, now you file a claim. This is not " good '' by any means. She essentially did nothing, gave me no advice as to how this happened, and sent me to the claims department- which was closed. I waited until XXXX EST to call- the prompt said my wait would be less than one minute. 13 minutes later someone answered. They gave me a claim number and as she was reading something to me, the call got disconnected. I tried to call right back and got a prompt that it was a 47 minute wait. I ended up going into the local branch again and spoke with XXXX XXXX. She tried calling fraud- we had to wait again about 25 minutes- the man she spoke to said there was a form I had to sign- the girl on the phone never told me that. He emailed the form, I signed it, and she faxed it back. She suggested I call later to make sure they got it and expedited the claim. I called- and after waiting 48 minutes someone picked up. I explained what was going on- she said she would expedite the claim but she couldnt give me a time frame other than 2-10 days to receive my money back. I asked several times to speak to a supervisor. She said that she would put the request in and they will call me back in 1-2 business days. I said that was unacceptable and I need to speak to someone now. She hung up on me. I am a XXXX, I don't get paid a lot. The money I earn quickly goes out to bills and to pay for food for my XXXX year old daughter. I have done absolutely nothing wrong in this situation and BB & T is treating me like dirt. Their poor security measures allowed someone to hack into my account and take all of my money and BB & T is treating me like it is my fault and now I have to wait for them to go through their protocol procedures. I deserve to have my money back now. I am going to get fee after fee for not having access to money that I worked for. In fact, I am having to do double if not triple the work now just to get my money back from them. I have spent about 15 hours in the past 3 days dealing with this. I don't have time to make sure BB & T does their job. My money is supposed to be safe in a bank- especially one that prides itself on security.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 25404
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: From XX/XX/XXXX I have been waiting on a background check for a new job therefore causing me to lose income for 2 months .I have made arrangements with Suntrust bank multiple times and being recorded. I made payment on XXXX and intend to make payment on XX/XX/XXXX, and on XX/XX/XXXX bringing the account current. Each of payments are XXXX have been called repeatedly for total amount of times totaling 22 times since may.Each time I have explained and given a time for each payment bringing this debt current.This has been nothing more than harassment, pressure and corrosion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32129
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: We starting getting phone calls from Truist or ( Suntrust ). At first we didnt answer because thought it was a scam. Finally, picked up phone and was informed we had been charged 3 months and they never received a payment. We were informed that XXXX had charged us for 3 months on an expired credit card. It had to be expired because we hadnt used it in five years. We didnt have one in our position. That means we didnt have any updated card. So the bank must have let them use an expired credit card. Once we found out what was happening we went directly to the bank in XX/XX/XXXX. The bank office talked to people had the charges removed. Well then we started getting collection calls and a letter that I didnt understand. So we went directly to a bank officer and explained the situation. They said that there was another charge added that didnt get removed. They expunged the charges, but made us pay XXXX which must have been for the collection agency. How does a bank allowed someone to charge to an expired credit card? XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXXof XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23321
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I had an account with Suntrust Bank opened XX/XX/XXXX. I paid the balance of the account off in XX/XX/XXXX with a deposit of XXXX. I opened a new account with Suntrust 1 1/2 years ago and had a dispute in which I made a cash deposit and did not get the credit for all of the cash so they filed a dispute, discovered I was correct and reversed fees and sent me a letter. Now all of a sudden they send a collection over to XXXX XXXX XXXX XXXX indicating that I owe XXXX. I called Suntrust Saturday XX/XX/XXXX and they said I had to call this creditor. I just spoke with creditor XX/XX/XXXX and they said I made a deposit of XXXX in XXXX and then Suntrust added on XXXX in fees and then added a XXXX collection fee which makes the sum total of XXXX If I had an outstanding balance with Suntrust ( which I did not ) why did they open a new account for me in XXXX? I NEVER received anything from Suntrust since I made that final deposit of XXXX re account ending XXXX. I attempted to reach the department that handled my dispute XXXX and just keep getting looped through automated system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX, I used XXXX XXXX to send my son ( XXXX XXXX XXXX ) money ( {$1000.00} ) to bail his son out, I've used this company in the pass, ( NO PROBLEM ). When I asked him is he received the funds, the reply back from him was NO. So, I tried to backtrack and cancel the request, no trace of the money on my end or my son. We could not locate or find the money. XXXX XXXX about 2 days later, text us and ask what could they do to help. The communication was horrible, they would sent text messages, and REPLY back repeat-unable to contact you? It all sounded FISHY to me, so I filed a Fraud Complaint with the bank regarding my money. The teller informed me that it would take 30 days, i had copies the teller refuse to take, So, I FAX the copies to the Fraud Claims Dept. It's like they never took a look at the documents or question anyone At XXXX XXXX. Then before the 30 days was up they CANCEL the or CLOSED the CLAIM out. So, now I am without my {$1000.00}. It was like I never existed or came into the bank to file the complaint about this issue. I want my money back, they are federally insured, I am due that money it benefits I received from my late husband who served in the XXXX and was a XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77088
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A