Date Received: 2021-06-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: MidXXXX XXXX SunTrust/Truist decided to close my account, due to my XXXX XXXX XXXX son attempting to deposit a bad check ( he was catfished ). It did not seem fair to close the accounts of my wife, XXXX XXXX XXXX son and myself due to his error, but that was Truist 's decision that i appealed to regional management to no avail. I was not allowed to speak to the actual fraud team making the decision which was very disappointing as a 10+ year customer with over {$20000.00} in the bank. The bigger complaint is that from the time they told me it was closed ( which was pretty immediate upon the attempted deposit ) until the time they sent me a check with my circa {$25000.00} has been 3 weeks and counting. And i immediately lost online access to see what my balances were and to see recent statements / transaction. I called and escalated calls to both general service and fraud 3-4 times but in each case i was told the account was being closed but i would not get a check until their investigation was concluded. AND i was not allowed to communicate with the investigating team as they don't talk to the outside world! For them to hold what could have been all my money for 3-4 weeks is just unfair and feels illegal. They caught the bad check ( which was for {$3500.00} ) and there were no other pending transactionss, so there no logic for them to hold my $ XXXX for a month. That is just robbery, as it is my money!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23113
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: My service with my bank makes me feel unimaginably scare to stay with company that is supplying my checks because they seem to not want me to be calm about me cashing or receiving my benefits of having XXXX bucks a week. The last time I cashed a check or even herd from my payee I want an added by a teller more than once and consent tell until I left the bank tryna make it back home. I am a XXXX XXXX XXXX involved with a XXXX and can't be stable with out XXXX XXXX XXXX being my payee. I pay I get some help and get the bank investigated or even my life back safe. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31602
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: SunTrust has issued and mailed 2 sets of 3 checks. They thank me for opening both a savings account and checking account. That is not true. I do not believe I have ever been to a SunTrust office or website. I am very concerned about a company issuing checks in my name without my authorization. How can I stop this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83221
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I recently attempted to refinance my home mortgage to take advantage of these low interest rates and to help reduce my monthly payment. However, after speaking with my loan officer it became apparent that a couple late mortgage payments I had in early 2020 were negatively affecting my mortgage offers and severely impacting my credit history. I was unaware at the time that I had an option to take a forebearance on my mortgage to help me avoid these impactful hits to credit. I, along with countless others at the time early in the pandemic, were not in a good place financially and that assistance could have been tremendously helpful, had it been offered to me. It is my belief that my mortgage company Suntrust ( Truist? ) should have reached out to me specifically for this relief. I spoke with several Suntrust reps on the phone to make my late payments in XXXX, XXXX, XXXX, and XXXX and I was never offered that assistance, even though I was clearly struggling to get out of the late payment cycle. I hope you are able to look into my claim and if possible find a reasonable remedy to help alleviate these late payments that are negatively impacting me to this day. Thank you for any and all of your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20155
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have made all payments and are out of forbearance. We are trying to refinance and we need a letter stating we are out of forbearance. We have been trying since XXXX XXXX to get a letter stating we are out of forbearance. Suntrst Morttage has been ZERO PERCENT in cooperating with giving us this letter. Suntrust has an interest keeping our loan at their higher percent. Please see below in our efforts to remidify : XXXX PLEASE NOTE : I have explesed that this extreme delay in the requested letter will COST US $ $ $ $ due to extending our " lock '' on our refinance, Thursday XX/XX/XXXX original call requesting letter stating we are out of forbearance. Monday XX/XX/XXXX, XXXX ( time on hold 1 hour 23 minutes ) s/w XXXX and explained that we had requested letter stating we are out of forbearance in order to move forward with our refinance. Told her we had already called and received no response and I needed to know what the status of the letter is/was. She said she would put an urgent on the request and that we should have a response within 24 to 48 hours. Wednesday XX/XX/XXXX XXXX ( time on hold 1 hour 49 minutes ) Called home preservation department and due to long hold times left a call back number XXXX received call back and from the wrong department ( customer service ) and was transferred to h/p and was immediately disconnected. XXXX called back and stayed on hold for 45 minutes. s/w XXXX and asked her to transfer me to a supervisor. XXXX put me on hold, stayed on hold until XXXX ( more than an hour ) XXXX called again ( while STILL ON HOLD waiting for a supervisor ) from a different phone. XXXX s/w XXXX XXXX who tried to contact her supervisor but supervisor was in a meeting. XXXX XXXX took my number and called back later and explained that the letter needed to be generated by the utility team but they had gone home for the day. She said she was putting an urgent on the request and that we should have a response within 24 to 48 hours. Thursday XXXX ( time on hold 48 minutes ) s/w XXXX and asked for supervisor. XXXX said a supervisor would call back within 24 to 48 hours. XXXX also said customers can not talk to or reach the utility department directly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2021-05-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My account has been paid in full on the XXXX of XXXX.However, the payment was received on the XXXX of XXXX and they claim to never received it.Every XXXX of the month the creditor updates my credit report.But for some reason they are refusing to update my credit report accurately since Ive paid this car loan in full.Am due to sign off on a purchase house and due to the creditor and reporting credit agencies willfully targeting me because I am XXXX I wouldnt be able to do so.This is right out discrimination.I need that account to be reported as paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2021-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This complaint is in regards to the BB & T account on my credit. In 2018, A family member of mine obtained my social security details and used it to purchase a XXXX XXXX and financed it through BB & T without my consent/ awareness. I decided to resolve this as a family issue and have him assume 100 % responsibility for the debt, but he has consistently failed to make payments and the account is currently delinquent. The bank has threatened to take me to court since my name is on the account as a primary holder. The car is in possession of the family member and neither the bank or myself know his whereabouts to retrieve the vehicle. In addition to this, I receive a notice of road violations every month from his driving around in Virginia, and have to pay because he managed to register the car with my name as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The company Regional Acceptance Corporation has not been reporting the correct balance owed on my auto loan for my XXXX XXXX XXXX. XXXX reported on my or my husbands credit. I sent them two messages on their website. Please have them report the updated paid balance and what is left unpaid to the credit bureaus. My credit is suffering from their lack of reporting to all XXXX bureaus. Looks like the last date reported was for XXXX or XX/XX/XXXX. Balance left is {$35000.00} but last two payments were left under-reported. THANK YOU!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: On XX/XX/21 I went into my bank which is Suntrust Bank to withdraw funds from a wire that was from a client for in the amount of {$50000.00}. It was a new account. And Ive had a long relationship with Suntrust with no issues whatsoever until now. They froze my account. Would not tell me why and I had to find out through multiple calls through the wire department. It was because the sender who happened to be my client accidentally sent himself as the beneficiary. XXXX XXXX has electronically reached out to Suntrust confirming the wire as well as the sender. I was told they are in the process of closing my account and have sent me mail as of XX/XX/21 but I have yet to receive it. Ive requested to have them release my funds as soon as possible but have not been helpful at all
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I discovered today that BB & T/Truist bank put hazard insurance on a property that I already had insurance on it. The balance of the loan is just over 3000. I called them and after one of their reps called my insurance company they admitted I had insurance. I watched my insurance company fax them the policy twice in the last few months in response to the letters I got threatening to do this very thing but they claim they never got them. The XXXX escrow amount is still on my account. I want it gone but this is not the first time BB & T has done something like this. I am tired of having to spend hours on the phone trying to straighten out problems cause by the incompetence of their employees and getting no results. Any help you can give me with this will be greatly appreciated. I am not in danger of foreclosure just a XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A