Date Received: 2021-05-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Last XX/XX/2020 I walked into SunTrust to withdraw money from my account and was able to without any isaue.Shortly after I left the bank they froze my account and then a month later only sent me my opening deposit which was {$250.00}. They still have {$5900.00} that they haven't returned. It was a loan from the SBA given to myself under my name and home address which is the same on my driver 's license. They sent me a letter claiming it was closed to fraud? I have the loan documents that show the loan given to me and I opened the bank account in person. My loan is now going to be due for repayment. I need the reminder of my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX the IRS deposited the first Stimulus Check of {$3900.00} into an account at Suntrust Bank under my name and my husbands name. We do not have an account at Suntrust Bank. On XX/XX/XXXX I conducted a search on the IRS website to see where my payment was as people around me had received their payments already. The website said it was direct deposited in an account ending in XXXX. So then I contacted the IRS to inform them that I dont have a bank account that ends in XXXX. They informed me they initiated a trace on the funds. I proceeded to call the IRS back every 30 days for an update on the trace. I was constantly told they were waiting for a response from the bank. On XXXX XXXX we received a letter from the IRS documenting that the payment was indeed deposited at an account at Suntrust. I proceeded to call Suntrust at that time. I spoke to customer service and gave them my name, my husbands name, and our social security numbers and asked them to search their system for any accounts for either one of us. They came up with nothing. After going back to the IRS again I was assigned a tax advocate from the IRS to try and help me with my case. She worked on our case from XX/XX/XXXX until XX/XX/XXXX. On XX/XX/XXXX she told me that she never heard back from Suntrust Bank after several attempts to rectify the situation, and it would now be my problem known as a civil case to deal with Suntrust Bank myself. The Tax advocate was however able to provide me with the routing number and bank account number that the funds were deposited in. I proceeded to contact Suntrust Bank on XXXX XXXX and I explained the situation, and provided the bank account information I had. The representative at Suntrust Bank was able to pull up the account but since my name, or my husbands name was not on the account they would not be able to provide me with any information regarding the account or whether the money was still there. He then proceeded to tell me that I need to contact the IRS as they would need to contact the bank to make the request. We are completely frustrated at this point as we are a year out from when this problem first started and have not made any headway. Both my husband and I really need your help with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11714
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Getting the loan
Subissue:
Consumer Complaint: On XX/XX/XXXX my wife and I applied for a home renovation loan. We were not approved for the full amount, however we received a counter-offer that was good until XX/XX/XXXX. About a week prior to the expiration of this counter offer, I reached out Lightstream to arrange the funding of the loan. The representative informed me that the company has recently changed their policy and the home renovation loans are good for 90 days. I asked the rep multiple times, if she was sure of this policy change, she confirmed " YES '' and advised me that i could callback anytime in the 90 day window to accept and fund this loan. Well after calling today XXXX XX/XX/XXXX XXXX, I am being told that the loan was not " accepted '' by me, and that i would have to reapply. After multiple escalations, I reached someone that was able to pull the RECORDED call and confirm that I was in fact misinformed. Although Lightstream has accepted fault for this misinformation, they refuse to honor my original approval. I made a {$6500.00} deposit to XXXX XXXX that is now in jeopardy because of your negligence. The supplies were delivered and the construction of my pool was supposed to take place this week. At this point we are without funding and may lose our money. It is not fair practice to misinform consumers, accept responsibility for the mistake and then not rectify the issue. I was told to reapply and that the pricing may change and I may or may not get approved ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage with another company and my Suntrust XXXX now Truist ) mortgage was paid in full on XX/XX/XXXX. I was told a check for {$6500.00} would be mailed to me for the overage in my escrow account. I called Suntrust to verify the amount and they told me the check was mailed on XX/XX/XXXX. I called on or around XX/XX/XXXX to see why I hadnt received the check yet. Suntrust said the mail was slow but if I didnt receive it by XX/XX/XXXX I could request a stop payment and have the check reissued. I called again on about XX/XX/XXXX and told them I still hadnt received. Again I was told the mail was slow and nothing could be done until XX/XX/XXXX. I called on XX/XX/XXXX and said I still didnt have the check. Suntrust said they would stop the payment and reissue. On XX/XX/XXXX I received a check and cashed it. Today XX/XX/XXXX my bank charged me for a returned check fee because that check didnt clear. I called Suntrust on XX/XX/XXXX to ask why the check didnt clear and was told that the check I cashed was the original check mailed 38 days prior on XX/XX/XXXX and that Suntrust had identified an issue in XXXX where statements and checks did not print like they were supposed to. That issue caused statements and checks to be delayed in getting sent out. I asked the rep why in all the calls I had placed had no one told me this was an issue so I could have expected the check to arrive late, not requested a stop payment, and not thought the check received on XX/XX/XXXX was the replacement check. This has now cost me money with my bank and hours on the phone. Where was the communication and transparency from Suntrust that the check was late because of an identified issue on their end. It is XX/XX/XXXX and I still do not have my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I was notified that my loan was being purchased by Sun Trust Bank and would be given a XXXX day grace period for payments starting XX/XX/XXXX My payment to my previous mortgage service company was rejected on XX/XX/XXXX. I called Sun Trust Bank and was told I was not yet in the system and they were unable to take a payment due to a recent acquisition. The representative told me to make both XXXX and XXXX payments on the XXXX of XXXX. However received a delinquency letter and a call threatening to ruin my credit on XX/XX/XXXX from Sun Trust if they did not receive immediate payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: Dear CFPB Representative, On XX/XX/2021 XXXX XXXX ET We applied for SunTrust XXXX XXXX Rewards ( App ID : XXXX ) and on XX/XX/2021 received a letter from Suntrust that application was approved for lesser amount and to call and make arrangements for balance tranfer update. On XX/XX/2021 I called Suntrust credot card underwriting department and gave them new instructions for balance transfer amount based on lesser approved amount. I was told by representative that new amounts will be processed and balance transfers will go through. Since then, I spoke couple times with Suntrust credit card representatives about this matter and was told that they would investigate my balance transfer request. On XX/XX/XXXX I received email from Suntrust representative that she couldn't confirm my balance transfer and I immediately called Underwriting department and was told that they have provided Credit Card department the request for balance transfer. on XX/XX/2021 I spoke with supervisor of credit card department and was told that she filed the case for research # XXXX She also told me that there is 13 calendar days requirement in Terms and Conditions for balance transfer to go through which I was not able to see in Terms and conditions and would like that Suntrust provides me it in writing. Due to delays I may get late fees on the accounts that should receive funds and also I would like a compensation from Suntrust for all the valuable time I took from my business to follow this case which is mishandling customers credit card account balance trader request. Sincerely, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In the original correspondence, I furnished my identification to verify my identity so that there would be no confusion. I have corresponded with BB & T because this company is reporting 30 days late in the month of XXXX when I had XXXX. Once I overcame the sickness, I called immediately to not only make the necessary payment to satisfy the account but to also report having the XXXX XXXX on XX/XX/XXXX. I immediately mentioned that there was a COVID-19 relief where delinquent payments or missed payments would be forgiven or not reported under the Biden Administration Cares Act. This did not happen ; I presently have 30 days late ( derogatory statement ) on all three credit bureaus. That reporting is grossly inaccurate per the COVID-19 relief and/or per a first-time late that is used by BB & T when a customer has never been late. This R1 derogatory 30 days late must be removed immediately from all three credit bureaus per the COVID-19 relief which was engaged on XX/XX/XXXX when I made the payment. I received a message back stating that they would not change it per XXXX XXXX, Collection Production Mgr. 2 due to me calling on XX/XX/XXXX. I stated in a return letter that I could have never made such a call and demanded to hear this recording and could medically prove that I couldn't even breathe during this time frame due to the COVID - 19.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27127
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: Dates : XX/XX/XXXX & XXXX XXXX I was looking to adopt a puppy on XXXX. I found a XXXX XXXX XXXX puppy listed for {$950.00} with shipping. The listing title was XXXX XXXX. I was interested so I contacted the seller via email. They responded with the email XXXX. From there, I gave them my number to contact. They texted me from the number XXXX & we talked about the puppy. I asked if I can get more pictures & a video. The emailed me with those things using the email address XXXX. Once I confirmed that I would like to adopt the puppy, they said through text that I had to answer several questions before proceeding. That email went as followed, " Hi, Thanks for the interest you have in my pups.? They are vet checked, vaccinated and are currently on their shots. They have all their papers and are very healthy. They will come with a two years health guarantee. They have been diagnosed and happen to have no medical issues. They are very playful and are doing well around other home pets like cats, birds etc. They are also doing well on potty training and you will never regret getting one from us. They have a very good temperament that everyone will love to be around them. I would like to ask some questions before we proceed. *What made you decide on this breed? *What previous experience do you have with owning dogs? *What other pets do you own now? If dogs, what breed? How many? *Do you have children? *Why do you want a puppy? What will make you a great dog owner? *Does your schedule have the flexibility to accommodate a puppy? *Who will be the primary caretaker of the puppy? *How many hours a day do you expect the puppy to be alone? *Where are you located? *Do you have the necessary resources to ensure the best life for your dog? *How soon do you want this puppy? *Will you be coming for pickup at our home or you want shipping and home delivery? *Do you promise to keep in touch with us so that we can see how the baby does in your care? *Do you have any more questions for me about the puppy or the breed? I am very sorry to ask all these but I want to make sure the babies get the best home. Money is not the issue to us, our main priority is the puppy 's upkeep. Let me know so that we can proceed to the next step ''. I answered all the questions & they were happy with them. Then they asked if I have XXXX. I said through my bank. They emailed the information to send the money for the puppy. That information is name XXXX XXXX, email XXXX & memo NEW FAMILY. I sent the money but it failed so I tried again & it went through. They proceed to ask me if it went through & to send a screenshot. I did. They said they will ship the puppy out the next day XXXX XX/XX/XXXX ). The next day, I contacted them through text & they will be at the agency at XXXX their time. They were located on XXXX XXXX, California. Once they arrive there, they were telling me that there is an issue & that the company won't ship the puppy unless it has insurance. I got an email from said company with the email header Shipment Notification # XXXX. That email went as follows, " Dear XXXX XXXX, Shipment number XXXX has been updated to On Hold. Yours sincerely XXXX XXXX XXXX XXXX XXXX XXXX Email : XXXX - Web : XXXX XXXX XXXX Phone : XXXX ( XXXX ) XXXX, XXXX ( XXXX ) XXXX This message is intended solely for the use of the individual or organisation to whom it is addressed. It may contain privileged or confidential information. If you have received this message in error, please notify the originator immediately. If you are not the intended recipient, you should not use, copy, alter or disclose the contents of this message. All information or opinions expressed in this message and/or any attachments are those of the author and are not necessarily those of XXXX XXXX XXXX or its affiliates. XXXX XXXX accepts no responsibility for loss or damage arising from its use, including damage from virus. '' The email is XXXX. Then I another email, the header is XXXX XXXX XXXX XXXX For Your Puppy & the email is XXXX. This email stated, " Welcome to XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX DEAR CLIENT XXXX XXXX XXXX WE HAVE AN ORDER FROM XXXX XXXX XXXX TO TRANSPORT AND DELIVER A FEMALE CORGI PUPPY BY NAME XXXX. WE WISH TO LET YOU KNOW THAT YOUR PUPPY WILL BE DELIVERED AT YOUR HOME ADDRESS TOMORROW AT XXXX XXXX BUT YOU NEED TO INSURE YOUR PUPPY 'S LIFE. WE ARE SORRY IT CAME UP THIS WAY. WHEN YOUR PUPPY ARRIVED HERE AT OUR AGENCY, THE PETS LAW AUTHORITIES ( QUARANTINE OFFICERS ) HAD TO DO ANOTHER CHECK-UP ON YOUR PUPPY 'S DOCUMENTS AND DISCOVERED THAT THE PUPPY DOES NOT HAVE AN INSURANCE DOCUMENT AND A VENTILATED CRATE FOR SAFE FLIGHT DUE TO BAD WEATHER. WE DON'T DELIVER ANIMALS WITHOUT INSURANCE DOCUMENTS AND AN ELECTRONIC VENTILATED CRATE FOR SAFETY AND THIS IS DUE TO BAD WEATHER. ALL THE OTHER PAPERS THAT WERE CHECKED WERE VALID. THE REQUIRED FUNDS TO GET YOUR PUPPY INSURED AND CRATE IS 100 % REFUNDABLE UPON ARRIVAL AT YOUR DOOR STEP TOMORROW. WE ARE VERY SORRY IF ALL THESE IS COMING UP. WE WORK WITH RULES AND FOLLOW THEM TO GIVE MAXIMUM SATISFACTION TO OUR CUSTOMERS. THIS IS THE LAST THING YOU ARE REQUIRED TO DO TO HAVE YOUR PUPPY DELIVERED AND YOU HAVE TO DO YOUR BEST TO CLEAR THIS OUT BECAUSE ALL FUNDS WILL BE GIVEN BACK AND YOUR PUPPY DELIVERED AS WELL. THERE IS NO WAY WE CAN PROCEED WITHOUT THIS DOCUMENT BEING PAID FOR AND THE SAFETY CRATE AS WE NEED TO FIGHT AGAINST BAD WEATHER. WE HAVE ATTACHED THE DOCUMENT TO THIS MAIL FOR THE INSURANCE AND YOU WILL SHOW THE REFUND AGENT WHEN HE COMES TO YOUR HOUSE FOR CONFIRMATION AND ALL YOUR MONEY WILL BE REFUNDED BELOW IS YOUR DELIVERY INFORMATION. FULL NAME : XXXX XXXX ADDRESS : XXXX XXXX XXXX XXXX XXXX XXXX, Florida, XXXX POSTAL CODE : XXXX PHONE NUMBER : XXXX Website ... ... XXXX : XXXX Tracking Number ... ... .. XXXX WE ARE ASKING THIS TO MAKE SURE THAT YOUR PUPPY WILL NOT BE SENT TO SIX MONTHS QUARANTINE. WE ALSO WISH TO LET YOU KNOW THAT YOUR PUPPY IS NOW AT THE AIRPORT HERE AND NOT ALLOWED TO ENTER XXXX XXXX XXXX BECAUSE YOUR PUPPY DOES NOT HAVE AN INSURANCE PAPER AND NEEDS TO HAVE A VENTILATED CRATE BEFORE WE CARRY ON TO YOUR HOME -- XXXX XXXX XXXX XXXX XXXX XXXX, Florida, XXXX The Insurance and Quarantine service center for the U.S.A Pet Control which is the Last Port of check-out requires an Insurance Certification proceeding the shipment of the Puppy to your home address. In law Many jurisdictions around the world have enacted status which forbid cruelty to some animals ( PETS ) but these vary by country and in some cases by the use or practice. In the U.S.A, cruelty to animals is a criminal offense and one may be fined or jailed for it for up to five years. On XX/XX/XXXX, the House of Commons introduced the Protection of Animals act on behalf of the Royal Society for the Prevention of XXXX to Animals ( R.S.P.C.A. ). The maximum punishment was 6 months of " hard labour '' with a fine of {$6000.00}. Aggression against Cats, Dogs, Birds and People. In XXXX XXXX XXXX and Interpersonal XXXX : Readings in Research and Applications.. Press Release, 159-167. Jail Term 5 Years in Prison The said insurance Certificate fee is Going to Be Re-fundable upon arrival of the Puppy at your home If the insurance certificate is not provided within one hour, we shall place the Puppy under XXXX XXXX AND ABANDONING, which is punishable by law according to the rules above since the puppy is in our hands now. The cost of the Re-fundable Insurance Policy calculated by our statisticians calculated Below. THIS INSURANCE FEE IS 100 % RE-FUNDED TO THE RECEIVER OF PET UPON ARRIVAL BY OUR REFUND AGENT. Puppy, Tested and confirmed for delivery. Below is the total amount you are to pay right now which will be refunded. Veterinary invoice* ''. I tried to look into this company because I was a bit wary of it. But the people texted me to hurry because they didn't want to miss the shipping time & didn't want to have the puppy stuck in the airport. So in a panic, I asked if I will get the return of the money & they confirmed I would. They again told me to XXXX money to get the insurance. I was supposed to send {$1000.00} but I reached my limit & could only send {$1000.00}. They said that was fine & they would rectify the situation. That XXXX information went as follows XXXX XXXX, XXXX & memo NEW FAMILY XXXX I sent the money & again asked for a screenshot. I sent the screenshot. They told me that they will get back with me in a hour. At this point, my gut kicked in & I called my bank to see if I could stop the transactions since they were still pending in my account. They couldn't so I filed a fraud report. The puppy never arrived. So I know this is a scam. I have all of the information from this situation saved & could send at any time. XXXX : Regarding XXXX XXXX, XXXX Pics of baby XXXX & puppy details., XXXX Shipment Notification # XXXX, XXXX Urgent Refundable Insurance Required For Your Puppy, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Federal Trade Commission XX/XX/XXXX Report number : XXXX My bank denied me of my claim. SunTrust bank is the bank I use.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34714
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: On XXXX Light Stream reported a consumer credit transaction that arose my credit card. This is a violation of FCRA 15 U.S. Code 1681a - Definitions ; rules of construction. So it seems like Light Stream is violating FCRA by providing information on my consumer. Below are the following things that should be excluded from my consumer report. ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; ( B ) any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device ; I was never given the opportunity to OPT out. The consumer credit transaction between Suntrust and myself should not be reported to my consumer report. I was never granted the right to opt out by Light Stream.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97006
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Summary Tried to refinance in XX/XX/XXXX. Discontinued auto-payments to mortgage holder ( i.e. XXXX ). Tried to make a number of mortgage payments manually over the phone using my bank account and the branch routing number. Two out of three payments failed. Mortgage holder informed me my bank was refusing to make the payments. Contacted my bank. They stated that the use of the branch routing number was incorrect and that I needed to use he a special routing number for electronic payments which neither myself or or the mortgage holder had any way of knowing. Gave mortgage holder correct routing number and XX/XX/XXXX payment was finally made on XX/XX/XXXX but not before I was declared delinquent and it was reported to the credit bureaus damaging my credit score and preventing refinancing. Mortgage holder will also no longer accept phone payments, personal checks, or internet payments. Will only accept certified checks which is a huge expensive time consuming hassle.. Contacted mortgage holder. They were willing to reverse negative reporting and reinstate my payments methods but would only do so with a letter from my bank ( Suntrust ) explaining why the payments were late. Contacted Suntrust. Suntrust refused to provide me with a letter or let me to speak to the branch manager and began claiming I placed a stop payment on the account for the mortgage holder on XX/XX/XXXX. They were contacted on XX/XX/XXXX to stop the auto-pay and not to place a stop order for the mortgage holder on my checking account. So they are either lying or there was a miscommunication or a misunderstanding but they will not clarify this and steadfastly maintain I am the one at fault. Finally contacted the local Suntrust Branch manager. He gave me the same story as the branch staff and refused to provide a letter claiming the stop payment was by my request and they were not at fault. This ( stop payment ) is believed to be a fiction invented by the branch staff to avoid responsibility and certain retribution by Truist upper management and to avoid having to do anything to help a 20 + customer at the branch. Branch manager also claimed he couldnt help me because it presented a legal issue yet no law was broken, they're not being accused of breaking the law, and they do not stand to lose any money. Its a bureaucratic error involving correct routing numbers.. This is a procedural change mandated by Truist when they bought out Suntrust but unfortunately didnt pass it on to anybody. When the branch manager was asked why the third payment went through on XX/XX/XXXX for the same payee using a different routing number on the same account with a stop payment in place he could not provide an answer other than stating both routing numbers should have worked yet the branch routing number obviously did not when used on XX/XX/XXXX and XX/XX/XXXX. Suntrust refuses to take responsibility for their error and do any extra work to help me repair the damage to my credit score. Even if it was my fault why wouldn't they help me anyway? As previously mentioned its a simple bureaucratic error, they wont lose any money, and haven't broken any law. Shows you what contempt they have for their customers. A global banking giant with billions in assets wont even write a simple 5 minute letter indicating it was a routing number issue that prevented payment and help me repair my credit score, save a couple hundred buck a month on my mortgage, and not have to pay {$38000.00} in interest. They would rather blame me and do nothing which is a lot easier and less risky for their precious banking careers. Meanwhile, my chances of refinancing have been destroyed, my excellent credit score has been demolished, and I have to jump through hoops backwards to make my mortgage payments now. DETAILED INFO Since XXXX I have made my mortgage payments to XXXX XXXX XXXX and Reporting ( i.e. XXXX ) through my Suntrust ( now Truist ) personal checking account # # # # # # # # # # # # # via auto-pay and never missed a payment in 17 years. | In XXXX of XXXX I attempted to take advantage of the current low interest rates and refinance my mortgage thus lowering my monthly mortgage payment and avoid having to pay {$38000.00} in interest. | During the refinance process I discontinued using auto-pay to make monthly payments to XXXX in early XXXX of XXXX and began making my mortgage payments manually using the phone and internet. | I attempted to make my XX/XX/XXXX mortgage payment in the amount of {$1100.00} on XX/XX/XXXX by phone ( conf. # XXXX XXXX but the payment was subsequently reversed by Suntrust Bank though it was unclear why at the time. XXXX XXXX contacted me by mail and by recorded message several days later notifying me that the XX/XX/XXXX mortgage payment had not been made. | I then attempted to make the payment a second time on XX/XX/XXXX but again the payment did not go through. XXXX XXXX subsequently contacted me days later by mail and notified me that my bank was refusing to make the payment. ( i.e. PAYMENT STOPPED ) I then contacted Suntrust about the issue on XX/XX/XXXX and the phone representative informed me that XXXX was using an incorrect routing number of XXXX which corresponds to the local bank branch where personal checking account is located. | They further informed me that the correct routing number to use for electronic payments ( i.e. phone debits ) was XXXX. XXXX Unfortunately I had no way of knowing that a special routing number had to be used until repeated attempts to make the payment had failed and the mortgage holder could notify me of the issue by the notoriously slow process of US Mail. |When XXXX was supplied with the correct routing number the payments went through normally on XX/XX/XXXX7. | Suntrust claims that I placed a stop payment on my account for XXXX on XX/XX/XXXX which is why the payments were not made. XXXX This is incorrect and the real cause is due to the routing number. XXXX I contacted Suntrust on XX/XX/XXXX to inquire about discontinuing auto-pay but I was specifically told by the customer service rep at that time that they could not do this and I would have to contact XXXX to discontinue auto-pay. XXXX This was subsequently done on XX/XX/XXXX. XXXX If a stop payment for XXXX really had been made and was in place on my account then the third payment I made to XXXX on XX/XX/XXXX would not have been processed yet it was so how could that happen if there is a stop payment in place for XXXX? | The use of an incorrect routing number is the real issue and Suntrust has no evidence to back up their claim of a stop payment request. XXXX Also how would I pay my mortgage and why would I continue making payments to XXXX through Suntrust if a stop payment was in place.? | The claims by the local Suntrust branch that I placed a stop payment on XXXX are false and were created by the branch staff to shift blame for their routing number mix up onto me and thus avoid retribution by Suntrust upper management for making an error and avoid having to do any extra work in handling this issue. | Its a lot easier for somebody to simply claim I was at fault and do nothing rather than take responsibility for the error and have to do extra work in assisting me straighten this out. | At first the branch staff also refused to put me in touch with the manager hoping I would go away after gaslighting me for 2 weeks straight claiming it was all my fault but when I finally did reach the branch manager he gave me the same story he got from the branch staff. | He claimed that my first two attempts at payment had failed because of the stop payment I placed on the account for XXXX, yet when I asked him how a third payment could have been made successfully with a different routing number using the same account even though a stop payment was in place on the payee ( XXXX ) he didn't really have an answer. | I then spoke to a supervisor at XXXX since the customer service reps were useless to explain the situation but was informed that though XXXX would consider retracting the derogatory credit reporting and reinstate my ability to pay by phone and internet they would only do so with a letter from Suntrust explaining why the payments were late. | Unfortunately Suntrust, now Truist, has categorically refused to provide me with this information claiming they cant for legal reasons, yet its a simple bureaucratic error, they stand to lose no money, and no law has been broken. | So basically the local branch refused to help me out even though theyre at fault and stand to lose nothing and just blamed me so they wouldnt have to do anything. | They werent interested in helping me repair the damage done to my credit score but they did offer to help me seek refinancing through Suntrust. | Thanks Suntrust. | Since the mortgage payment was late my mortgage holder declared me delinquent and took a number of automatic actions which included ; 1 ) They will no longer allow phone or internet payments ( until they get a letter from Suntrust verifying the routing number issue ) 2 ) I can no longer use a personal check to pay the mortgage and must send them a certified check every month for an entire YEAR or until they get a letter from Suntrust verifying the routing number issue ) 3 ) They have reported me as delinquent to the three major credit bureaus seriously damaging my credit score but have indicated they will withdraw the negative reporting information if they can receive a letter from Suntrust verifying the routing number issue ) 4 ) XXXX will not allow me to reinstate auto-payments with Suntrust. | So all that for a SINGLE missed payment that was due to a bureaucratic mixup over routing numbers on the part of my bank. | Suntrust will also not provide me with proof of their claims that I am at fault but steadfastly stand by their claim. | In addition my chances of being refinanced now or in the future have been destroyed and I must now make time consuming special arrangements for an entire year to make my payments. XXXX XXXX has indicated they can reverse the abusive actions they took but not without a letter from my bank ( Suntrust ) explaining why the payment was missed which Suntrust refuses to do and I am now caught in the middle between them. | One wants to punish me with harsh draconian measures for a simple bureaucratic error that resulted in a single missed payment in 16 years ( or 1 out of 192 payments ) while the other wants to blame me for the error to avoid accepting any responsibility whatsoever or having to lift a finger to assist a 20 year customer repair his credit history. | The effects to me from this bureaucratic and communication mix-up are serious, unwarranted and completely out of proportion to what happened based on my payment history and credit score which was not taken into consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A