Date Received: 2021-06-18
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: I purchased a vehicle from a dealership and financed through BB & T. The sale included a rebate. When I received the rebate check ( Check # XXXX for {$5200.00} dated XX/XX/21 ), I noticed it was drawn on the same bank ( BB & T ). When I took the check to the BB & T branch in XXXX XXXX, TX., to get it cashed, I was told I would be charged an {$8.00} check cashing fee. When I explained to the teller that I was a customer and had a new automobile account with BB & T, she told me it didn't matter and only deposit account holders were exempt from the fee. When I asked to speak with a manager, the teller told me the manager was not present at the branch today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a checkin/savings account online depositing {$150.00} with BBT. The bank closed the account. I have called them multiple times & gone to the branch a few times, but have not received my initial deposit of {$150.00}. I have proof that the money was deposited from my external bank account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Suntrust calls me every day 6 times a day sometimes every hour
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: 2021-06-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: I feel that BB & T intentionally applies debits to my account before they apply my credits. I was told when I call that there pending charges for today ( XX/XX/21 ) would be processed at XXXX XXXX XXXX but my paychecks which are also scheduled to be applied to my loan overnight tonight would not be applied until after XXXX. In my opinion this causes consumers to be hit with overdraft fees. I noticed today that my automatic payments have already been applied as pending charges this morning and my account is overdrawn. Those charges are not scheduled to come out until overnight tonight when my check is scheduled to go through. I called the bank and I was told that they would apply my check first and then debits and there would not be fees. The next breath I was told there could be fees applied. I do not feel that their customer service representatives are clear on how automatic deposits are handled on Thursday evenings in connection with how debits are applied on Thursday evenings. The only way to prevent {$140.00} worth of overdraft fees is to come up with {$340.00} before XXXX.
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: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have attempted on two occasions to settle this problem with BB & T mortgage department in regards of reporting a late payment on my report in which my account is in current standings. Under the FDCPA laws they have violated my rights numerous times. BB & T has also violated the CARES Act law by reported my information. The dates that they responded to my compliant was XX/XX/2021, XX/XX/2021, XX/XX/2021, and XX/XX/2021. I have tried to resolve this problem with them directly I am demanding this to be removed from my report. I was never notified in any way of a late payment until it was reported on my consumer report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27545
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan with SunTrust, now Truist, was put into forbearance a year ago due to Covid-19 hardships. My loan is now coming due on XX/XX/XXXX and I was sent a letter providing options to come current on the loan. I selected an option offered in the letter ( to defer the unmade payments as multiple payments at the end of the loan ) ; however, despite this being offered in writing, SunTrust representatives are telling me that I can not select that option. Any deferment has to be paid back as a lump sum at the end of the load. If the company provided me, in writing, an option that I am asking to choose, how can they now say " no, that isn't actually an option ''? Don't they have to stand behind what they have offered to me in writing? Written communication from a mortgage company is a valid part of the contract and I expect them to abide by their offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06776
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/21 I withdrew XXXX from my business account and the teller made a huge mistake and withdrew the money from another persons account. They waited a whole week to catch the mistake to call me and tell me they messed up. In the mean time i paid bills and had to pay employees, Because if this mistake I have no money over drew my account and was offered zero help in return. This would not have happened that the money been pulled from the proper account t as I would have seen it was not in there and proceeded appropriately. They offered zero help or ways to help me even though it was 100 % the banks mistake as I went directly into the building to withdraw.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32570
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My company XXXX, XXXX acquired XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX ) in XXXX of 2021. I opened an account with Suntrust and informed them of the acquisition and that we would need to be able to accept checks from the acquisition. We deposited {$7400.00} ( 3 checks ). Within two weeks, sun trust closed the account XXXX XX/XX/2021 ). Since then, we have provided all documents suntrust has requested except our customer 's bank statements. We do not have access to our customer 's bank statements and that is very unprofessional for us to ask of our clients. We provided Suntrust with our registered DBA with the florida division of corporation and the purchase agreements and all relevant documents that clearly identify XXXX as the owner of the business. They refuse to provide us the funds until we give them our customer 's bank statements which has nothing to do with whether the funds are ours, which is clearly identified with the documents we have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31558
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Husband contacted SunTrust regarding a vehicle loan in XX/XX/2021. He asked for Covid relief for 3 months due to his job loss. He was told he could have up to 6 months payment suspension. SunTrust claims they never received a call regarding the loan. On XX/XX/2021, the vehicle was repossessed due to nonpayment. No one ever contacted us to ask about the missing payments or sent any written notices. Should this have been handled properly, a repossession would not have happened or have been needed. Now my husband is going to have this on his credit report. He lost his job and asked for 3 months to not make a payment. Because of SunTrust 's poorly led operations, we are now having to shell out over {$3000.00} to pay for the late payments, fees, and a repossession fee. Not to mention, we have to pay a tow company for the towing and storage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On or about XXXX XXXX, a counterfeit check with a forged signature cleared our account at BB & T Due to transition in management, we were a bit behind and did not notice the fraudulent item listed on our Bank statement until XX/XX/2021, at which time we immediately notified the Bank XXXX Upon research, it was clear that the individual check was not one of our check stock and out of our number sequence, nor was the signature authorized when compared to the RESOLUTION on file with the Bank. However, the Bank has refused to own their mistake of paying an unauthorized item, which now presents harm to us in the amount of {$80000.00}. We feel the Bank has subjected us to Unfair Deceptive Act and Practices ( UDAAP ). We believe this practice to be UNFAIR in that the bank provided access to our funds in a significant amount to an unauthorized party. We believe that the Bank had a stronger transaction monitoring system, they would have been alerted to this unusual transaction. Since we normally transact by wire transfer, a large dollar item presented as a check should have alerted as an uncommon transaction for us requiring manual review. A manual review of previous checks would have alerted to a different check stock as well as a forged signature. The Bank also is DECEPTIVE in the protection they provide on negotiable items. Our RESOLUTION AND AGREEMENT FOR DEPOSIT ACCOUNT requires the company to provide the authorized names and SIGNATURES on the account, giving the impression that one is necessary ( which neither were in this instance ) to access our funds. The RESOLUTION further states that the Bank will only honor items " when signed or endorsed by an original or facsimile signature of any ONE authorized signor ''. In this instance, neither authorized signor signed the check that was honored by the Bank. We additionally believed that the Bank has likely covered fraud items before, even if notified beyond the time frame they are now saying we had to notice and report our fraudulent items. However, the Bank will not disclose any instances of past decisions that support or negate their decision in this matter. We find this to be not only deceptive, but certainly unfair to treat one account holder in a situation differently than another account holder. We would like an analysis of how the Bank has handled their negligence in paying counterfeit and forged items previously, and would like to see in the analysis if minority account holders are less likely to be favored by the Bank 's decision on accepting responsibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A