Date Received: 2021-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: STOPED MAKING PAYMENTS DO TO COVID RELIEF AND AFTER CALLING AND GETTING AN OK FROM SUNTRUST ( MORTGAGE HOLDER ), I WAS ASSURED BY THE BANK THAT AT THE TIME THAT I WAS ABLE TO START MAKING PAYMENTS ALL PAYMENTS HOLD THROUGH COVID RELIEF WOULD BE MOVED TO THE BACKEND OF MY MORTGAGE, OBVIOUSLY THAT WAS A GREAT HELP AND REALLY HELPED ME THROUGH THIS TOUGH TIMES, BUT NOW WHEN READY TO START MAKING PAYMENTS IM BEING TOLD THAT I HAVE TO APPLY TO " SEE '' IF I QUALIFY AND GETTING HIT A QUESTIONARE THAT LOOKS SUSPICIOUSLY LIKE I WAS APPLYING TO SAVE MY HOME FROM GOING IN FORECLOSURE, AT NO POINT I WAS TOLD THAT THERE WAS AN APPROVAL NEEDED, I WAS UNDER THE UNDERSTANDING THAT THIS WAS A 100 % GUARANTEE AS SOON AS I WAS READY TO BEGIN MAKING MY REGULAR PAYMENTS. SUN TRUST MORTGAGE XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33615
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: BB & T refuses to close my checking and savings account. I have contacted the company asking them to close the account by the following methods : 1. By certified mail on XX/XX/21. 2. By email on XX/XX/21 3. By phone on XX/XX/21, XX/XX/21 and XX/XX/21. 4. By secure message ( through BB & T 's online portal ) on XX/XX/21, XX/XX/21, XX/XX/21 and XX/XX/21. Section D.8 of the Bank Services Agreement provided during application of the checking/savings account states the following : RIGHT TO CLOSE ACCOUNT. You or the Bank may close your account with or without cause at any time. ... You may close your account at any time but must first notify the Bank in writing, or by contacting one of our financial centers, of your intent to close the account. Your failure to notify us may result in additional fees or charges on the account and you shall remain liable for any items in process. '' Despite being notified no fewer than 9 times, BB & T still refuses to close my account. Furthermore, BB & T opened this account with no intention of providing banking services and with the only intent of drawing initial funding from a non-BB & T checking account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am trying to get my PMI off of my mortgage payments. I have gone through the very SLOW process that SunTrust makes us go through and have not got any response. The PMI department is only communicated through a messaging system on their website and is extremely slow. I had an appriasal completed by one of SunTrust providers over 2 months ago and I haven't got any sort of update and or resolution. I already know my percentage to get my PMI off is well above the requested percent they want as I had a private appraisal completed. SunTrust is stalling so I have to keep on making my PMI payments as long as they will allow this to continue. I can't get any answers on what the next step in the process is from SunTrust so I am reaching out to you for help.
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: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We sold our house and Escrow team contacted SunTrust Mortgage for final pay off amount on XX/XX/XXXX. We got the amount details and Escrow team paid off in Full on XX/XX/XXXX. However, there was auto payment scheduled that night and an amount of XXXX $ with drawn from my checking account on XXXX. When i contacted initially, they agreed that autopayment was not cancelled and they will refund the amount ( XXXX ). When i called them 2 weeks later, they said that amount was adjusted to my loan. I asked them how could they adjust that amount to the loan after i got the pay off amount including all taxes, etc. There is no proper answer to that, and the Reps keep forwarding my calls from 1 team to another or keep me on hold for several hours. I asked them to send every single payment i paid from the beginning and how this XXXX $ amount missed in their pay off calculation just 2 days before. No response to that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75063
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Problem with customer service
Subissue:
Consumer Complaint: On XX/XX/XXXX i endorsed my paycheck for my daughter ( XXXX ) to deposit in her bank ( BB & T ). She did. Within 30 minutes BBT 's mgr. called XXXX 's to come back and get the check they can't deposit it cause im not on her account. We did. I then cashed it at XXXX XXXX XXXX, {$970.00}. On XX/XX/XXXX the check was returned to XXXX XXXX XXXX cause it was already cashed. BBT accidentally deposited it after giving it back to me/us. on XX/XX/XXXX XXXX XXXX XXXX called me w the bad news so I went there and paid them {$970.00}. I went to bbt they couldn't figure it out right away and said ( blamed ) me for fraud and closed XXXX 's checking account. After we argued 3 - 4 days bbt realized and had me bring the receipts from XXXX XXXX XXXX showing I paid them back. Then at bbt i signed a radification form to open XXXX 's account up w the deposited money in. All is fine until XX/XX/XXXX when bbt closed XXXX 's account. Taking {$970.00} out.Transaction says a Adjustment case - {$970.00} which put her account at - {$270.00}. Saying it was fraud on our part. So w my jobs assistance, their payroll co. ( XXXX ) and XXXX ( my company 's bank ) my check was traced and showed on XXXX bbt deposited it and it cleared through XXXX. bank on XX/XX/XXXX. Bbt denies this and On XXXX started their investigation. I personally handed bbt my/our proof of letters. On XXXX their results claim they don't know where it is or they sent the money back to XXXX. XXXX denies this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33901
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have not been receiving important deposits into my account. Firstly my ex husband pays me child support every week with XXXX XXXX partnered with Suntrust and many other banks ), and I never had to do anything to receive the money. For the past XXXX weeks XXXX has texted me saying that my ex sent me payments and to receive them. They are not showing up on XXXX and I havent received any payments for XXXX weeks. Also the IRS sent my tax refund XX/XX/XXXX and it as supposed to deposit by the XXXX. I called suntrust the XXXX and they apparently dont even see the deposit. I think suntrust is intercepting these important deposits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This complaint comes forth as I am in a no win situation that has me very confused. On XX/XX/2021 Suntrust bank placed my account in the process of closure pending review by The Loss Prevention Department, the confusion comes forth as I never reported any transactions fraudulent nor do I have any lending products from Suntrust or any of their partner entities. I currently have over {$30000.00} dollars on hold and all my pending bills and daily transactions were reversed without specification or timeline of resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: My grievance submission is in process with Cfpb XXXX. XXXX XXXX of Bb & t accessed a debt collection which is exempt through Internal Revenue Service mandate. XX/XX/XXXX {$45.00} expense paid XX/XX/XXXX. Knowing now that 10year debt collection is prohibited I ask to be refunded. And I ask that teller XXXX an personal banker XXXX XXXX be reprimanded due to my arguing dispute. XXXX XXXX is too be holding company for {$45.00} garnishment. Merit is for new expense account to be opened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30224
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 I got a Cashiers Check from my XXXX XXXX checking account ( acc XXXX routing XXXX ) In an attempt to move my funds to an account which a local branch in XXXX. On XX/XX/2020 my check went missing in the car. I knew the person who took it so after filing a police report they gave it back to me with my other belongings they had taken. On XX/XX/2020 I opened an account with Suntrust Bank ( acc XXXX ) and deposited the cashiers check. A few days later I found out that I wasn't approved for the account and it was flagged for fraud. I thought the person who stole my check might have tried to cash it so I filed a stolen check claim with XXXX XXXX on the XX/XX/XXXX with XXXX XXXX. I was told the process takes three months. After three months I still didn't receive anything XXXX XXXX was ignoring my emails. The XXXX XXXX customer services had no clue about my claim. I reported the matter to CFPB # XXXX. That was when I found out that my check had been cashed by Sun trust Bank and there was no reason for them to flag it as fraud because I am the one that endorsed it. Suntrust claims to have contacted XXXX XXXX to verify the source of my funds but that is not true because XXXX XXXX a XXXX XXXX branch manager followed up. They claim to have sent me a check of the interest not the initial {$50000.00} I deposited and it was sent back to them because my apartment number was missing on my account. I fixed that with one of their staff members but till date I haven't received anything. They want XXXX XXXX to recall the funds but XXXX XXXX they can't help me with that because it has been past 7 months. I can not contact the Suntrust fraud department only their staff can do that but when I go to the branch they are not willing to help me at all and they have an appalling attitude.There is no fraud whatsoever that they claim to be investigating they are just unfairly holding my funds for no reason. With no communication at all. Its been a very hard 7 months without my funds that were meant for my business and I've been forced to dissolve my company because of this issue. I am very appalled by how I've been unfairly treated by both banks that are doing the bare minimum to give me my money bank. I would be overwhelmed with gratitude if the CFPD would help solve this matter because Sun Trust is clearly biased. Based on their reviews on XXXX thesis a norm for them. I am looking forward to hearing from you. Sincerely XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I went to trade in my XXXX XXXX XXXX at XXXX XXXX in XXXX, NC for a XXXX XXXX XXXX. The next day after purchase they told me to come pick up my car because it was showing paid off so I dont have a balance and could keep the car. The representative showed me where it was no balance left on the loan. The company Regional Acceptance Corporation filed a loss on the vehicle before it was paid off and I was under the assumption that I was trading the car in for my XXXX. Now the car is showing up on my credit report. I was never sent a title for the car. Nobody has contacted me about the car and I have tried disputing the charge off off my credit report numerous times and the car has been hurting my credit report every since.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A