Date Received: 2021-06-27
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I called SunTrust Bank to report that an alert from my XXXX credit monitoring said someone had opened an account in my name. I did not open the account and the representative " XXXX '' confirmed the account was still pending and that she opened an identity fraud case for me and will close the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2021-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-27
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I am a victim of identity theft. Someone opened numerous Sun Trust Checking accounts in my name, using my personal information and home address. I have never opened a checking account with Sun Trust Bank. The checking accounts that was opened with Sun Trust Bank was all fraudulent checking accounts. I was just released from XXXX after being XXXX for over 17 years. Review the attached documentation. Full Name : XXXX XXXX XXXX, XXXX : XX/XX/1974, XXXX : XXXX, Home Address : XXXX XXXX XXXX. XXXX XXXX, XXXX, MN XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55343
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Sun trust bank credit card is showing account open until of XX/XX/XXXX, and the last payment was made in XX/XX/XXXX because when I went into bank in XXXX to try and make a payment they wanted a {$980.00} minimum payment to make it current, so no payment was made on this account since XX/XX/XXXX or before, this account is 7 years and 3 months since any activity and I would like this removed off of my credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I called the company Regional Acceptance Corporation today. ( XXXX ). I was told to contact the credit bureau. The account was closed in XX/XX/. There is no balance, but it is showing on the credit report as negative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX I received, in the mail, an envelope from Suntrust bank containing a Suntrust debit master card along with a separate envelope containing a pin # for mentioned card, apparently for an account that had been opened with my name and address. On XX/XX/XXXX I received 9 more envelopes from Suntrust bank all containing welcome letters along with checks and/or deposit slips for 9 different accounts opened with my name and address. These included 3 advantage checking, 3 advantage money market savings, and 3 essential savings accounts. I have NEVER done business with Suntrust or BB & T banks. I called Suntrust customer service on XX/XX/XXXX to be connected with their fraud department in order to report the first mentioned account as just that, fraud. I then checked my credit report with all 3 major agencies and noticed on XX/XX/XXXXreport that Suntrust XXXX Florida had done a soft inquiry on XX/XX/XXXX. When I received the other 9 envelopes the next day, I called back XXXX XX/XX/XXXX XXXX to report and inquire. They would only tell me that the accounts were opened online and they would investigate and close all accounts in my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30340
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On Monday XX/XX/XXXX, I deposited a check from my investment company via mobile into my personal checking account. My Investment company is XXXX XXXX XXXX and Ive been an client with them for almost 18 years and I have certainly received checks in the past from them and also have deposited checks from this institution in the past into my Suntrust personal checking account. Never had an issue. Few mins later I immediately got a confirmation that the check has been sent to the personal checking account and Suntrust bank will notify me in XXXX of funds available. So, the next day early that morning of XX/XX/XXXX, I received another email from Suntrust stated, the deposited check will need to be split into 2 by XXXX XXXXf that same week ( XX/XX/XXXX and the next XXXX by XXXX XX/XX/XXXX ). I thought to myself for a second, this must be a be a new policy, etc. However, I went on with my day at work and returned back home later on XX/XX/XXXX evening to were I received another email from Suntrust, saying the entire check is on HOLD until XX/XX/XXXX. Of course, I immediately called Suntrust customer service to see why??!! The rep at that time was really nice and told me sometimes when customer deposited check via mobile, it takes maybe a little longer. Meanwhile, Ive already spoken with XXXX XXXX XXXX about the funds being held and they told me along giving me a reference number saying theyve already dispensed the funds to my Suntrust bank on that XXXX midday. So, now Im confused and my frustration has grown to getting XXXX off. I had to call Suntrust 3-4 times during XXXX XXXXo speak with someone that ( 1 ) could display respect to their clients and not hang up on me. Mind you, these calls are recorded. Moving on.I received NOTHING be complete disrespect, disregard and sarcasm from the customer services team. Two people in particularly XXXX XXXX and a person name XXXX the supervisor that worked XXXX morning ) between the hours XXXX ) Ive been a client for almost 20 years with this bank and I can tell you this, the individuals working in that corporate setting are completely untrained, and unprofessional with their so called customers services skills! I was really blown away by the fact these people said, my check is under investigation and its coming from a confidential source they could not say who. Wow!!! They may not know how the law works, but when you use words like investigate and/or confidential you better have backed up resources and processes. At this point, I was disappointed and disgusted by the useless conversation and/ before the calls was constantly being hung up by these Suntrust employees. I need someone with a sense of urgency and professionalism to assist me with to why check is under investigation and why theyre not trying to reach out to the other institution vs. throwing legal terms to a client who has never had ANY fraud related to any of my checks nor deposits. I want this handle diligently and rapidly. My next move is contact the XXXX XXXX. Suntrust you can not be serious with hiring people whos willing to tarnish your legacy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have applied and received small business credit card with Sun Trust Bank with 12 month interest free offer and signed up for e-statestement. Due to covid conditions, i couldn't see their postal mail sent with credit card bill on time in the first month of making a purchase. The credit card portal doesn't have a way to pay the balance in it. I have to pay from my other account using bill pay, which causes additional delay in posting the payment. Later i reached out to the customer service and explained the situation and requested waiver on the fees and setup a payment every month with the assurance from the customer service representative, i would not incur fees or financial charges and my interest fee offer is reinstated. I continue to get postal mail statements with interest charges, but after logging into the credit card portal i saw my balance and fees were XXXX ( see attachment ), assuming that the system adjusted fees based on what the customer service representative told me in the call. I continue to get statements with interest and fees for the remaining balance, i called the customer service again to check if interest and fees were charged to my account, the person on the call confirmed, charges were occurring every month and they asked to reach out my branch to resolve the issue. I reached to the branch, with the same information. I was asked to wait until an internal enquiry on this matter completed. Today i was told, the interest charged on my account can't be refunded but the 0 % interest offer can be reinstated. I am frustrated with the banks approach towards customer, by not providing clear details in the call and gave wrong assurance that interest will not occur and credit card portals showing XXXX balance over the past months caused financial loss and stress to me. My statements above can be validated with banks recorded conversation that they have with me and the attached statements from credit card portal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I previously sent a letter asking for the documentation you used to verify these late payments, such as a transactional history, since what's reporting is not in line with any of my records and I know for certain that what's reporting is incorrect and inaccurate. Late payments affect my scores by a great deal, for sure you know that. How would you feel if the late payments reporting are not true but it keeps on weighing down your scores.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76135
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX I opened an online checking account at Sun Trust 's online banking website for their XXXX Debit card. I transferred {$5000.00} into this account from my XXXX XXXX account. Then went back online to get a direct deposit form for my employer and was unable to login. My Debit card arrived in the mail that day so I called to activate the card I was told that my account was frozen and that I would need to call the next day to speak to someone. I did call. I ended up speaking to someone who was not in the lower 48. Could not understand anything they were saying and was transferred to someone in the US. I was told that my account was me being investigated by your fraud department and that SunTrust was still currently looking into my account and that I would receive a letter in the mail stating the outcome of your fraud departments investigation. I then demanded to speak to someone that could help answer my questions. That person had no answers for me either. I then had to ask to speak to someone else. That person was unable to give any answers as to when my funds would be released to me. XXXX XXXX at their Tennessee office who is a supervisor of another supervisor could not provide me with answer as to why SunTrust is holding my {$5000.00}. No one at SunTrust can answer why or when? I was given another number for their Account Security and Claims team at XXXX. This is an off Shore customer service call center. No one there could tell me what was going on or when my money would be received,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39532
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Fake accounts were opened in my name at SunTrust Bank. I called the bank more than once to close the fake accounts. The last phone call was on XX/XX/21. I also wrote a letter on XX/XX/21 to tell the bank to close the accounts. SunTrust closed the savings account but not the checking account. I am contacting the CFPB because I am tired of getting the run around from SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A