Date Received: 2021-06-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I placed an order with XXXX on XX/XX/XXXX using a ghost card with XXXX. I made 3 out of 4 of the payments for the order and hadnt received the product so XXXX paused my last order to give me time to figure out the situation with the company. I tried to call and email the company several times & was not able to leave a message due to the mailbox being full. XXXX advised me that they couldnt contact the merchant either so I would have to file a dispute with my bank. Attached is my affidavit I submitted to the bank as well as the order confirmation and the phone number for the company. I finally got in touch with the company in XXXX and was advised that the owner had passed away in XXXX and the family closed the company and can not fulfill or refund any orders. I have attached the order reference number from XXXX as well. Their phone number is XXXX. My bank has advised that they closed my dispute due to not receiving requested information however, the last communication received was on XX/XX/XXXX and I sent the requested information the same day which was verified as received. They advised me on XX/XX/XXXX that they can not reopen the dispute which left me no choice other than to report them here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In about XXXX of XXXX I was added as an authorized user on a credit card with my dad to help me build credit. However, a few months later, my dad and I went to our local Suntrust Bank branch to have me taken off as an authorized user. My dads credit is not the best and I wanted to avoid having a negative credit history. At the branch we signed a paper and the bank teller, XXXX XXXX, took my credit card and assured us I was no longer listed on the credit card. In XXXX of XXXX I began the process of buying a home. To my surprise, when my credit score was pulled, I was still listed as an authorized user on the same credit card and it was negatively impacting my credit score. So much so that I no longer qualified to buy a home. In XX/XX/XXXX, my dad and I went to the same branch to inquire the issue and have me taken off the card for good. The only thing the bank told us was that they would send me a letter in the mail stating I was taken off the credit card ; they said they were unable to provide me with any statement electronically. The letter was supposed to arrive within 14 business days and it never arrived. I called Suntrust and had another letter sent to me. However, that letter has also never arrived. I called Suntrust for a third time in early XXXX and was told they could no longer give me any information on that card since I was not an authorized user. Finally, my dad called and he was given the number of a contact in Executive services, XXXX XXXX, at Suntrust who was supposed to help get us that letter, but I have been unable to reach her. On XX/XX/XXXX my dad received a letter to his address, which is different than mine, addressed to me from Ms. XXXX asking me to give her a call. My dad and I have called numerous times and left numerous messages to her direct line at XXXX since XXXX and we have had zero luck. It is now XX/XX/XXXX and I am under contract to buy a home, however, we can not close unless I am able to provide a written statement that I am no longer on that credit card. I will lose this home if I am not able to provide a letter I should have received no later than XX/XX/XXXX. The housing market is extremely competitive and it is a miracle I was able to get my offer accepted at this point. Please help me get the letter so I can close on this home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to COVID-19 and employer closing/job insecurity, I entered into forbearance with SunTrust bank in XX/XX/XXXX. I needed the assistance for 4 months before being back on full salary. They were unable to offer 4 months for forbearance. They offered in 3 months increments, so I elected to be in forbearance through XX/XX/XXXX. I requested at the XXXX of XX/XX/XXXX to end the forbearance, and was sent the incorrect contract. It took them from XX/XX/XXXX to XX/XX/XXXX to get me the correct contract, which I signed on XX/XX/XXXX. It stated that 12 months of mortgage payments ( XX/XX/XXXX through XX/XX/XXXX XXXX, including principle, interest, and escrow would be added to the end of the loan. My payments would start XX/XX/XXXX. I made my XX/XX/XXXX payment, yet SunTrust misapplied the payment. I then made my XX/XX/XXXX payment that was misapplied again. I did not know this until they called me in early XXXX to state that I was late to pay. I explained that I made the payments and showed the dates that they left my bank account and when credited to my mortgage account. I was later informed that my escrow statement increased retroactively to include XXXX and XXXX, so I made a payment of the difference. I then paid XX/XX/XXXX with the increased amount. I was informed again there there was a rate increase, so in XXXX I made another payment of the difference for XXXX, XXXX and XX/XX/XXXX. When I learned of these accounting errors, I demanded an investigation by SunTrust accounting to apply the payments like they were contractually obligated to apply. I was told that investigations take 7 to 10 days. At this point, the investigation has taken 2 months. I can see a lot of movement of money on my online account, and it shows that my account is current, yet they have not ended my account from forbearance. Due to the mess over the last year with SunTrust, I've inquired about refinancing this loan to get away from SunTrust. Since my loan is federally backed and my understanding of the stimulus laws in XXXX, I was able to be out of forbearance after my agreement is signed and I've made at least one mortgage payment. I initialed my refi, and even after 3 monthly payments at the amount that they told me to pay and dozens of emails and phone calls that I've made to verify that I am doing and paying the correct things, they are still classifying my account as in forbearance, which does not allow me to refi and pay this loan off. When we call, they state that my account is in good standing, but can't explain why the loan is still considered in forbearance. I have documented dozens of calls with SunTrust trying to get out of forbearance and have documented dozens of emails and calls trying to get them to correct their accounting errors. I am worried that not only will I not quality for a new mortgage loan because of their issues, I also worry that without a forensic accounting investigation of my loan, there will be thousands of dollars unaccounted for that I will have paid or be expected to pay throughout the loan. I attached document of contacts with SunTrust ( excluding emails to them ). I also included mortgage statements for XXXX ( includes additional XXXX and XXXX after they made changes ), also copy of the Deferral Contract signed on XX/XX/XXXX to get out of forbearance and start paying on XX/XX/XXXX. In the contract, the monthly payment amount says that it may vary, so I called before the XXXX payment to verify the amount. They said to pay from the current escrow statement. I did. In XXXX, they sent a new escrow statement that increased the payments effective XXXX XXXX ( retroactively ) after XXXX and XXXX payments were already made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78681
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This VA backed mortgage account was under forbearance when I requested to apply for refinancing on XX/XX/XXXX. Instead, I received notice that I have until XX/XX/XXXX to come up with a lump sum payment of everything under forbearance, {$9800.00} plus any additional fees, payments and late charges that come due before that date, under threat of foreclosure proceedings on that date. Upon my first application for forbearance in XX/XX/XXXX, I was led to believe that the payments under forbearance would be nearly automatically placed at the back end of my mortgage, with little action on my part. Without this assurance, I never would have signed on to a forbearance agreement. I reached out to SunTrust now Truist on XX/XX/XXXX, as we are prompted to do in every correspondence and article, with my request for a refinance. Instead of responding to my direct request for refinance, SunTrust now Truist started the foreclosure clock ticking. They have yet to respond to ANY of my questions or requests, simply provided canned denial letters, never even acknowledging my request to refinance. Incidentally, although I have been reading that forbearance up to 18 months is possible, I had been allowed under 12 months protection when this demand letter came Dated XX/XX/XXXX. SunTrust now Truist has ignored the protections for VA mortgages under the VA mortgage loan program, the Cares Act and the American Rescue plan act in that they have refused to address my request for refinance, they are requiring me to make a lump sum payment of forbearance balance under threat of foreclosure and, although the foreclosure moratorium was extended to the end of XXXX, I am still under threat of foreclosure on XX/XX/XXXX. I believe I will be eligible to receive help under the American Rescue Plan Act {$10.00} XXXX dollar fund if and when Kentucky ever gets their process in place to distribute these funds. I am registered to receive notification when that happens. I have approximately 50 % equity in this property - my ONLY asset after the death of my veteran husband. My income is set to increase by approximately $ XXXX/mo in XX/XX/XXXX, on my XXXX birthday when I become eligible to collect Social Security survivors benefit. I have provided my plan for a cash out refinance sufficient to pay off my {$12000.00} auto loan and maintain the new mortgage payment for the 6 months until XX/XX/XXXX when XXXX benefits begin. I have worked in banking. I have made mortgages. I know this plan is perfectly doable. SunTrust now Truist has yet to respond to ANY of my requests to refinance OR questions about their non adherence to VA mortgage rules set out by Congress. I have never spoken to or received any correspondence from a loan officer. There is absolutely NO direct communication allowed for. You speak only to data processors by phone, who know nothing about the actual account. I stopped answering the telephone calls when the callers didn't even know the account was under forbearance or that I have written repeatedly. Instead, I have requested all correspondence to be in writing. Still, no acknowledgement of my request to refinance. I cared for my XXXX Veteran husband during his final years spent fighting XXXX XXXX attributed to his time in country exposed to XXXX XXXX. A terrible, violently painful way to die ... in service to his country. I ALONE cared for his every need along with all other duties and tasks while he was sick. I too, in that way, have served my country. I believe SunTrust now Truist should be held accountable to the promises Congress expressed through the Cares Act and the American Rescue Plan Act as well as the promises afforded by the VA mortgage loan program. There are millions of folks in my same situation all over the country. Banks should not be allowed AGAIN to run rough shod over the laws and regulations as they have in the past and most certainly NOT for VA mortgage loan borrowers. Any help in this matter would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 427XX
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: B B & T of North Carolina allowed someone to open a Checking account in my name and social security fraudulently. When I started receiving overdraft notices in the mail, I could not reach anyone by phone at the local branch ( XXXX, NC ) or at the branch listed on the statements XXXX XXXX, NC XXXX for several days. When I finally got through to a person, they transferred me to someone with voicemail who did not call me back. I called the Corporate office in XXXX which transferred me to the local XXXX branch and the guy who answered the phone challenged my spouse as if security was of the utmost concern to them, although she clearly stated the issue, gave them her social, and mine also. When she called me to the phone, he began to question me and lecture my spouse as if 'she ' were the person who was in the wrong. After much persistence, I learned that they had allowed someone to open an account ONLINE with MY social security number and this person on the phone was attempting to tell my spouse that 'she ' could not speak to them about it if I was not present WHEN I was telling him to do so. He ignored my requests, ignored my instructions, and continued to act as if it were my spouse in the wrong. He stated they would 'mail ' a form ( as if it were of no consequence that fraud had been committed ) and THEN had the gall to hang up on us. We have no idea if the issue is being addressed and this bank has acted in a completely negligent fashion, not to mention treating concerned, and justifiably so, persons contemptuously. They need to be caused to answer as to how this has happened and we expect an appology and FULL disclosure of information as well as how they intend to remedy any damage caused by their lack of security.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28379
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Suntrust. It originated with BB & T, but is now serviced by Suntrust ( Truist ). Originally, my wife and I were co-borrowers. Several years ago, my wife and I divorced. She relinquished all ownership rights to me in the divorce and now the title/deed is in my name exclusively. Earlier this year, my former wife filed bankruptcy and included this mortgage. I continued to pay the mortgage just as I always had. I called Suntrust 's bankruptcy department on three occasions as the bankruptcy was in process. On all three occasions, the representatives told me to simply continue making the payments and once my ex-wife 's bankruptcy was discharged, Suntrust would remove her name from the account if I would call and request it. The bankruptcy was discharged in XXXX. In late XXXX, I called to make this request. The bankruptcy department told me that a different department would have to make that change. They transferred me to the " appropriate '' department. The representative in that department first told me that it was impossible to remove her name from the account. After arguing with me about it for 10 minutes, he finally told me that I must refinance or assume the loan. He transferred me to someone else that could explain the assumption process to me. This third person went on to tell me yet again that the only way Suntrust would remove my ex-wife 's name from the account is through a refinance or an assumption. She recommended that I do an assumption, but I would have to pay closing costs. At that point I stopped her and reminded her that with my ex-wife 's bankruptcy being discharged, it is now impossible for Suntrust to attempt to collect from her. So in essence, I had already assumed the loan and I was not going to pay to have the name of a " collection-proof '' individual removed from the account. And moreover, there is no " closing '' to be done since the title/deed is 100 % in my name now. The representative went on to say that Suntrust would not proceed without me paying these closing costs. This is in direct contradiction to what all three of the representatives working in the bankruptcy department told me, and in direct conflict with logic and reason. Also, the way they are reporting this debt on my credit report recently has lowered my credit score materially in spite of the fact that the bankruptcy has nothing to do with me and absolutely no payments have been late. I want Suntrust to do what I was told they would do and remove my ex-wife 's name from this account. I also want Suntrust to change the way they are reporting this account to the credit bureau ( s ) to return my score to what it was prior to Suntrust taking over this loan from BB & T.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31210
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a suntrust account XX/XX/XXXX online once approved I made a deposit with my tax return check of around {$340.00} I waited a week before making any more deposit just to see if it was going to closed. Upon receiving a card, check books etc I put the rest of my money in there via in person {$9900.00} CASH assuming it was safe 2 days later my account locked. I wasnt aware my account locked until I tried to pay my bill and it denied me, thats when I called suntrust and a representative informed me my account was closed and I will receive a check in a mail. A week went by and I havent received an update or my check so I called again and now my account is FROZEN and there is no time frame they can give me and tell me why its under investigation. A representative tells me I wont receive a letter or any information until the investigation is done while another representative tell me one has been sent 2 weeks ago but I havent received it. Its been almost a month I cant pay bills, buy my daughter food, wipes or papers. My phone is off, I cant pay my rent or any bills for my basic needs I have nothing and they keep telling me they cant give me information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Hi. I tried to open an account using a promo code offer. The requirements were to open a checking and savings account at the same time, have {$500.00} in direct deposits, and receive a bonus depending on how much is kept in the savings account. I used the code XXXX. Less than {$10000.00} in the savings account would give a bonus of {$300.00}. I did that and applied the bonus to my account when I opened it. I had an issue when I opened the account online and it only opened a checking account only not a checking and a savings account. I reached out to support who connected me with a local banker at a local branch. He assisted me with the savings account and confirmed that I would still qualify for the bonus. Now that its time for the bonus to be paid and credited to my account I did not receive it. I spent several weeks trying to get a response and kept being told they would look into it. General support finally referred me back to the branch banker who told me I would get the bonus. He spent a couple of weeks trying to get a response for me only to finally say that because the two accounts were not opened at the same time I would actually not qualify ( despite confirming several months ago that I did ) and that I would receive no bonus. He said today even though he told me via email in XXXX that I qualified that I actually did not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-26
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: On XX/XX/2020, I received a letter from BB & T notifying me that my checking account will be closed and the remaining balance will be refunded to me via mail. I think it is good since I am going to a state that does not have a BB & T branch. In XXXX and XXXX, I received the statement of the checking that should be closed and found I was charged about {$10.00} every month for maintenance fee or low balance. I immediately called BB & T about this issue. However, all the representatives told that they are unable to do with this, and gave me the number of fraud department and branches. I tried to call those numbers and just went cycle between these three departments. Or the representatives required me to go to a branch. But I am in a state that does not have a BB & T branch. Really tired. I spent tons of hours on phone calls, every month when I received the terrible statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 921XX
Submitted Via: Web
Date Sent: 2021-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-27
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My account became overdrawn, which caused an overdraft fee. Bb & t continued to charge fees for months after Id stopped using the account. It wracked up over {$1200.00} in fees that had no charges attached
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32404
Submitted Via: Web
Date Sent: 2021-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A