Date Received: 2021-06-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Around XX/XX/2020 Suntrust bank put my account on hold, after talking to them they asked me to verify transaction I made in writing, in a notarized letter I explained to them that the XXXX transaction was indeed initiated by me and was for my benefit, I included a copy of my ID as requested, was promised that my account would be accessible after 72 hours. After 72 hours I called them again and was informed they cant release my funds and no reason was given. After several attempts to collect my funds on a letter dated XXXX XXXX they informed me that they have decided to close my accounts, checking and business account, I had a savings account with them too but they never sent a letter closing the savings account. I waited for two weeks to received my funds when I didnt receive them I contacted them, I was connected to the fraud department where they informed me that they cant release my funds unless I provide them with bank statements of every third party I did XXXX transaction and with. ( Meaning anyone I sent XXXX or who sent me XXXX ). I explained to the representative that was unreasonable request, I cant go and ask people for their bank statements simply because they transacted with me. I explained that some of these people I did business with them on XXXX market and I did not personally know them to be requesting their bank statements. Even for the people I know they were not comfortable giving me their bank statements. I asked the fraud department representative if they was any disputed transaction on my account, they said No account was closed as a preventative measure on their bank. So I asked if there is no any dispute why do you need bank statements of other people, no satisfactory answer was given other than thats what the investigator requested and put notes on the account. Ok several times I have requested to talk to the investigator and they promised they would call me but no investigator has ever called me despite several requests. I explained to them that I can prove the reasons for the transactions but I cant provide them with other peoples bank statements since thats beyond me. The balance on the savings account is {$15000.00} The balance on the personal checking account is {$1100.00} and {$100.00} on the business checking account. I feel they are being unfair because I have no way to obtain other peoples bank statements. If they want those bank statements Im sure they can go to the court and get a subpoena if they have a legal reason. Suntrust have given me a run around for 7 months and looks like they are not willing to help. Help from this institution will be highly appreciated. If you go on their XXXX and XXXX pages a lot of customers are complaining of the same things Suntrust holding their funds without explanation or absurd reasons and making unreasonable requests. If you read the comments on their social media pages you will know how many people this bank is stealing from.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I recently receive a letter from a third party collection agency that was given my information by Suntrust Bank. Suntrust closed the account XXXX XXXX. The balance owed is XXXX. I am completely unaware of any charges or transactions in the amount of XXXX. I called Suntrust Bank on XX/XX/XXXX and XX/XX/XXXX to rectify the problem. After speaking with several representatives and departments I was told that they could not see my transactions in their system, however they requested that I pay the balanced owed. As of today, I have not been able to resolve this matter with the bank because of the lack of information they have to provide. I would like answers pertaining to my account and the last few transactions that lead to an inaccurate balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage with Truist ( XXXX XXXX XXXX XXXX ) should have been paid in full with our XX/XX/2021 auto draft payment of {$2100.00}, this would have included outstanding principal ( {$2000.00} ), interest ( {$6.00} ), and the {$16.00} fee to close the account. The payment was not taken. I called and spoke to XXXX ID # XXXX. He informed me that because the account balance fell below the outstanding principal amount that my account was placed on hold by XXXX XXXX and would not be lifted until XX/XX/XXXX. He told me no payment could be made to the account during this hold time. I told him I was concerned that they were putting my account on hold, not letting me pay the loan off and would then charge me interest and late fees. He repeatedly assured me that no fees or interest would be charged during the hold period. He told me I could call back on XX/XX/XXXX and they could process the payment at that time. I called back today, XX/XX/XXXX and spoke to XXXX and then the XXXX XXXX, a customer service team coach. They informed me the new payoff would include interest for the past week. They mentioned there were no notes by XXXX that there would be no interest or fees. XXXX said there was no such hold not he account and that they were not empowered to waive any interest or fees. She said both she and XXXX would provide feedback to XXXX ' supervisor. I mentioned that this is fraudulent and predatory - they stopped my automatic payment ( their disclosures stated I would have to stop the automatic payment or it would continue to be made even if it was greater than the outstanding balance ), and would not take a payment from me in order to continue charging me interest. XXXX said she would provide feedback to XXXX ' supervisor and ask her to pull the recording of the call to verify what XXXX had promised. Maybe this is a training issue but phone reps should not be providing false information, preventing customers from making payments so that more interest can be extracted. I understand that this involves a nominal amount of money, but this is a misleading and fraudulent practice allowing representatives to blatantly lie to customers to prevent the closure of a loan and induce additional interest. If this is happening for small amounts of money, chances are there are other similar practices affecting other consumers and involving larger amounts of money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
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: Hi & How are you doing? Im little confused how the late payments is reporting on my credit report. Basically, I am requesting this investigation under the authorization of the Fair Credit Reporting Act 623. ( a ) ( 8 ) ability of consumer to dispute information directly with the furnisher. What I am disputing : The late payments you have reported to the three credit bureaus. My basis for this dispute is that this account was always paid in a timely manner, during the months in question, which you have reported as being late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33619
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Regarding SunTrust Account 's. Disclosing personal information to create multiple accounts reported to the XXXXXXXX Credit bureau and currently i am fighting this assignment fraud. XXXX Identity Fraud, Identity Theft dates, Co-conspirators & ROBO-signors Mortgage Servicing Fraud occur new account information and other transfer fraud MERS Mortgage Fraudulent transfer, Transferring a mortgage to another servicer. Fraudulent Assignments and fraudulent activity created a car loan account. Fabricated assignments, forged signatures and utter counterfeit created to fraudulently obtains a mortgage on my property. going on in Florida. Case Number : XXXX XXXX XXXX Case Style : CSMC 2019 RPL3 TRUST V. SHIRLEY BAKER, ET AL Div : 31 - XXXX XXXX. Case Status : OPEN Case Type : CIRCUIT CIVIL. Weekly Circuit Civil Foreclosures Report Clerk XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX fl XXXX XXXX XXXXXXXX case ( XXXX ) XX/XX/XXXX : 2020 XXXX cici : XXXX XXXX XXXX XXXX a florida municipal corporation attorney XXXX XXXX XXXX XXXX c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX fl XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32114
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XX/XX/2020 I had unauthorized credit inquiries
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2021-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have been a BB & T bank customer for over a decade. I am having an issue with the bank and hope either you can help me, or point me in the correct direction of someone who can. I submitted my XXXX rewards points for a {$500.00} cashback reward. It never showed up. Upon further investigation, BB & T sent it to an old address ... a home from which my family and I moved in 2017. I reached out to BB & T in 2017 to make the needed address changes. While we moved our mortgage, we still use BB & T for our checking, savings and credit card, and we continued to receive BB & T correspondence at our current address. Now, when the reward check went to the wrong address - BB & T states it was because I did not make the proper address changes. That is confusing - as I did, in fact, make the address changes and as I stated, did get BB & T correspondence at my current address. I am concerned that BB & T markets its rewards programs as its own. When you log into the program, the BB & T rewards website landing page has BB & T at the top of the page and throughout the rewards online program pages. Yet, now that the {$500.00} rewards check did not find its way to our current address - BB & T responded with my repeated online messages that the problem is resolved because I did not change my address ( on what appears to be a 3rd party vendor and not BB & T ) and will only get the {$500.00} cashback reward if the check doesn't get cashed by someone else. BB & T needs to make it clear this is not a BB & T program and that all customer service items, such as address changes, need to be addressed with whoever that 3rd party vendor is. Not only am I currently out {$500.00}, I am confident this has happened to other customers as well. Can you please help me get the {$500.00} cashback reward that is owed to me? Thank you for taking the time to read through this email and for any action you can take to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24153
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in deferral due to COVID. I was initially given the option of paying what I owed or adding the missed payments to the back end of my loan. When I wanted to add the payments to the back end of my loan I was told that option was no longer available and I would have to pay a balloon payment at the end of my mortgage of over XXXX or spread out my payment for an exceedingly long time frame. I am XXXX years old and the end of my mortgage will bring me to about XXXX. I am not sure I will have XXXX in one shot at that advanced age. I have spoken with Sun trust on multiple occasions and have made no head way. I made my 1st payment in XXXX ( that was the first payment once the deferment ended ). That went through. Then Sun Trust cancelled the XXXX payment that I had scheduled on line and barred me from making future payments. When I call, I am put in a queue saying I would be called back. The last call back just 20 minutes ago resulted in my answering and they not being on the line. I just want to resume making my payments and continuing on at the end of the loan the extra 12 payments that I missed due to COVID. As of XX/XX/2021 I received in the mail stating that they will not apply that check to my XXXX payments and also my account was placed in default of 10 days ago. They said they will not apply the payment and that they said to bring account current status they will need remit {$16000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32080
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: 2021-06-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have tried to use my account with BBT/Truist bank and bank will not release my funds, I have talked to many people.I am XXXX XXXX and XXXX.I need to be able to write checks from my social security deposits.Dates I have had noo access to my social security money from XX/XX/2021 to XX/XX/2021 .I bank with BBT/truist is XXXX XXXX Ga XXXX and in XXXX GaXXXX XXXX I need to pay my bills and write checks.I have opened another account at different bank buit social security wont start that ban until XX/XX/2021.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started in XXXX of XXXX to get forbearance to end. Sun Trust kept with excuses until XXXX of XXXX when they finally said they received and uploaded my singed documets and process would take up to 90 days. Its now XX/XX/XXXX of XXXX well over 120 days since XXXX. I am trying to refinance and cant get an updated current statement as they say its not in forbearance anymore but in process. I keep making payments via phone ad money keeps getting allocated to an unapplied account that they say will reflect once they update. I call all the time to only be told they will call me back, sometimes they do but with no help as they say they cant transfer me to a supervisor because they are working from home and rather they will have a supervisor call me within 48 hours. they never have called me. I filed a complaint today with sun trust hotline as well. I am also waiting a call back from Sun Trust mortgage so I can make XXXX payments and ask once again about my mortgage status they claim would be updated to current reflecting my payments by last month. Please help resolve this! Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A