Date Received: 2021-07-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have been a customer and client of SunTrust bank for a very long time. The bank has been very professional and communicative having competent staff and brilliant workers. I have been very satisfied with the services of your bank until now. I am very disappointed with the recent discrepancy of your team regarding a matter of the unauthorized transaction. On XX/XX/2021, at XXXX Someone impersonated myself drafting {$1000.00} from my account. It seems very odd that this transaction was preformed just a couple days after receiving the stimulus check from the government, not only that, I also did not receive any paper statement on the month of XXXX or XXXX, but previously I have been receiving the paper statement without any issues. When checked with the teller. she explained that somehow, I was switched to receive electronic statements, which I had never done either, since I need the statement provided for my HUD low-income renting apartment manager. So, after not receiving the paper statement on these months, my son and daughter in law helped me to signed up to online banking and I found out about the {$1000.00} withdrawn on XX/XX/2021. Them, I immediately disputed the charges on XX/XX/2021, the banker that assisted me to open a new account and to do the claim for the unauthorized charges. On XX/XX/XXXX I received a letter from the fraud assistant center stating that after careful consideration they were unable to honor the claim, talking about the rules and regulations of 30 days which are totally wrong. The rules and regulations are 60 days as its stated on the own SunTrust Bank page 22. The letter is also saying that the bank should be not liable for any unauthorized items of your statement unless you are giving notice within 30 days after receiving the statement, but the XXXX statement was never received otherwise I will be reporting this earlier. Fortunately, I was able to catch it online and reported before the required 60 days, for that I am entitled to receive my stolen money back. I returned to the bank Yesterday trying to solve this issue. I was received by a banker she was very professional but said that there was nothing that the bank could do to solve this matter. I really appreciate any help you could offered. thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-11
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX XXXX XXXX claims I owe {$3400.00} to Truist Bank which I believe to be Suntrust Bank, from a checking account closed in 2018, I believe. The amount represents overdrawn amount before account with Suntrust closed out. Prior to closure, a mobile check deposit in the amount of {$4200.00}, which is a closeout check from XXXX XXXX, was made on or around XX/XX/2018. A stop payment placed on check without my knowledge, prior to deposit. XXXX XXXX has not reimbursed for funds owed to date, they closed out my checking account without releasing funds in amount of {$4200.00}. XXXX XXXX XXXX is the second or third collection agency attempting to collect on this debt, which I believe is owed by XXXX XXXX and not myself, they stopped payment on their own check without my knowledge, I have not been able to recover funds to date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06320
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-10
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/XXXX I traded my XXXX XXXX XXXX Sportback Quattro for XXXX XXXX XXXX. This transaction occurred with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX GA XXXX. Our XXXX XXXX XXXX was financed with Suntrust Bank. When we traded our new car loan was with XXXX XXXX. The dealer was responsible for paying off the trade. Almost immediately, I started to receive calls from Suntrust Bank asking for payment for the XXXX. I explained that the car was traded. They asked that the dealer send a copy of the trade agreement. The dealer complied, but Suntrust still posted 30 day late. They continued to harass me. One month in, I get credit warning that my credit score dropped by XXXX points for a 30 day late payment. The kicker was that there was a XXXX balance. I've tried to get Suntrust to correct to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: RAN CREDIT WITHOUT PERMISSION
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77038
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My house is in a flood zone XXXX I live in XXXX, CA which is a high altitude desert. The only reason why I am in flood zone XXXX is because there is a creek in the back of my house, which is controlled by a XXXX. This is data that I've gotten from my home insurance company XXXX XXXX XXXX, from the previous owner when the house was sold, and from the company who managed my refinance earlier this year. SunTrust, my mortgage provider, claims I live flood zone AE. I have contacted them multiple times, and have forwarded the reports from XXXX and from my recent refinance to prove I am not in flood zone AE. Each time I contact them, they say they need to refer to their specialists which will take 1 week, and then I hear no reply. They charged me for flood insurance in my escrow account for {$2100.00} which I paid in full. However my monthly payment has increased by {$300.00} as if I still have an escrow balance and I'm still getting charged interest from escrow ( even though the balance is XXXX ). Today was the XXXX time that I've called SunTrust on this issue. After rerouting me multiple times, they eventually tell me to call someone else or that they will call me back. XXXX has asked that I get their flood zone maps in order to resolve this conflict, but SunTrust refuses to give me any documents verifying their claims, and they refuse to give me an email address so that I can have a paper trail of my correspondences.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 935XX
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on the covid deferral. I spoke with someone on XX/XX/2021, who told me that my first mortgage payment after coming off the plan would be XX/XX/XXXX. I have sense spoke with 4 different people in regards to the bank stating I missed my XXXX and XXXX payment. I have also paid {$2000.00} on XX/XX/2021, that should have been applied to XXXX payment. They distributed {$1100.00} to XXXX and put {$890.00} in suspense, and are saying I owe XXXX and XXXX now. I advised that per the convo on XX/XX/2021 my mortgage shouldnt be due until XX/XX/XXXX and the rep advised she was sorry that I was told that and that we are human and make mistakes but that isnt true. If I was told this and it is recorded, why is this not being honored. Now I am worried that my home is going to be foreclosed on and This is going to impact my credit file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28120
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have been hit with over XXXX in NSF/Return check Fees. I have a lot of my payments coming out automatically via ACH or via debit card. It has becoming a recurring process, that causes me to continually be overdrawn. This has been going for at least several months. I tried to be proactive and lock me card and payments still came out. I think the fees are extremely excessive. I called the bank on XXXX to get assistance with getting the fees refunded, they only refunded one fee. I appreciated the efforts of the agent, but this solution was ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19963
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Re : SunTrust I went to get gas today and my card was declined. I tried to login on the app and couldn't. I called the bank to see what was wrong as I knew I had plenty of funds. The rep stated that my account was frozen and it's under investigation. She also stated they were closing my account and she couldn't reverse it because SunTrust no longer wanted to continue a banking relationship. She could not give me a reason. I requested the call to be escalated. I spoke with XXXX who told me the same info. He also told me my childrens accounts were frozen as well. He stated I was flagged for suspicious activity. I explained that it was not possible. I use the accounts for paying bills and everyday expenses that bear no semblance to suspicious. I've had my account for over a year, I only have my SSI deposited into the account. I recently opened accounts for my minor children who are also on SSI and that's the only thing deposited in their accounts. I showed proof of everything when I opened their accounts as their representative payee. Mine and my son 's funds are direct deposited from SS and my daughter just received her checks to open an account so SS could direct deposit them as well. I still don't know where the issue is but that's my only guess. These are all United States Treasury checks. I have {$0.00} to survive on as they're holding everything. My children can't get their medical care, I can't pay my rent or bills and now I'm going to accrue late fees and this will ruin my credit due to be unable to pay. We can lose the roof over our head and SunTrust can only tell me I will get a letter within 30 days. The other issue is that I now have to contact SS for all 3 accounts and have payments stopped and go through the process of opening new accounts. That's a nightmare in itself. I would greatly appreciate any assistance or ad vice in resolving this matter. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have a loan with Lightstream ( a division of Suntrust Bank ) that Ive been paying on for over two years and never late. The monthly payment is {$620.00}. When COVID hit, Lightstream offered deferred payments in an effort to help. At the time, it was not informed that this so called help would require me to make a final payment of more than 8 times my regular payment. I was struggling financially because of a reduction in income so I accepted. I deferred 3 or 4 payments in XXXX. Then, I noticed that when I resumed payments, my balance wasnt going down. All of it seemed to be going toward interest. So fine, after multiple payments my balance started to go down again. Then, I received an email from lightstream on XX/XX/XXXX stating : Your deferred payment ( s ) along with interest accruing on a higher balance will result in a balloon payment, or a final payment larger than your current monthly payment amount, and will be due by XX/XX/XXXX So I log on to my acct to discover that my final payment is no longer {$620.00} but {$5400.00} Thats insane. How is this helping during a pandemic? This is predatory. Thats more than I bring home in a month and I would have never accepted a deferment if I knew this. So I was struggling before and now that things are better, Lightstream has made sure I will be struggling in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10701
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened my business account with BB & T on XX/XX/2021. I had booked a reservation at the XXXX XXXX hotel they couldnt accommodate the room I booked and the room they had was infested with bugs so I received a refund for the full amount that was initially authorized. The amount of the refund was XXXX. When I realized the transaction posted and not processed back into my account I called BB & T to initiate a dispute. So the dispute was initiated and I was first told the merchant processed the transaction wrong. I also noticed another debit of XXXX from the merchant. I didnt authorize and I never stayed at the hotel. I provided my refund receipt. BB & T denied my claim stating that they couldnt help me and the merchant could take the money with no explanation even though I had my receipt showing a refund and no balance was owed. So then I found another XXXX XXXX XXXX XXXX nearby I stayed one which my card was authorized and charged the correct amount, then I stayed from the the XXXX to the XXXX of XXXX. I stayed from the XXXX to the XXXX of XXXX. The total amount should of been a estimated {$580.00}. I received my receipt where I was credited XXXX. A debit of XXXX posted to my account and XXXX remains pending since XX/XX/2021. The bank is posting what is supposed to be credit as debits. There is no way to speak with customer service. You have to have a pin which I did set up with the banker the it stopped working. The hold times are to an hour. My account is overdrawn - {$770.00}. Which it should not be. I was also charged a unknown overdraft fee for what I have no idea when I had enough funds to cover every transaction on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A