Date Received: 2021-05-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Fw : I received this I have no clue who this is XXXX XXXX Fri XX/XX/2021 XXXX XXXX More actions From : BB & T Alerts XXXX Sent : Wednesday, XX/XX/2021 XXXX XXXX To : XXXX XXXX Subject : Message from Customer Service BB & T Logo XXXX XXXX XXXX XXXX | Free transparent XXXX XXXX XXXX Library Dear BB & T Customer , We're writing to let you know that our system detected a slight error in our regular verification process of Online Banking records to complete recent activity. Our system requires account verification for more security and protection to your account. To see how to solve this situation, please click check now to log on Check now and you will be directed to follow this process. Sincerely, BB & T Online Customer Service Copyright XXXX, Branch Banking and Trust Company. All rights reserved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18062
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hi, I am trying to refinance my home with Truist. I have never made a late payment and the home us worth about {$1.00} XXXX on a {$360000.00} mortgage. I began a refi in XXXX. But when they found out I am single and own my own business ( I am a journalist and author, I employ myself and one other person ), they began to harass me with request after onerous request. Two weeks ago they asked for a {$5000.00} P & L statement certified by my accountant ( i had already given them 3 months of bank account starements and a P & L from my bookkeeper ). I objected and said I would provide personal and business taxes. They agreed. Today they asked for my personal and business taxes by Friday or they would cancel the application. ( My personal ones are complete but still working on business apparently this giant bank does not realize business taxes were not due on the XXXX ). They have cost me tens of thousands of dollars as I have delayed repairs on my house ( replacement windows ) that I need to pay for thru a HELOC. ( It took them 3 months to get a payoff amount ). And I have incurred extra costs thru my accountant. They also asked for a letter from her, which she told me is illegal under Dodd Frank. My small business is thriving In fact you can see that I have just published an XXXX bestseller, foreward by XXXX XXXX. I am also an XXXX fellow. This is harassment of a single mom small business owner, pure and simple. I am exactly the kind of person our banking system should support.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have received a copy of my credit report and it shows company REGIONAL ACC account number XXXX. Per FDCPA I am aware that a charge off or collection account is a direct violation due to reporting a balance. The balance must be reported as {$0.00}. Currently I am being violated due to FDCPA because there is an open balance listed on my credit report in the amount of {$19000.00}. I have tried many times to get this verified with no such luck. Please review for deletion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to receive mortgage assistance with Suntrust bank for the last few years I have summited numerous time just to be denied for various bogus reason. Most recently I submitted for modification help just be to be denied, per the denial letter the lender claims the investor declined the modification because the payment would go up instead of down this forced them to deny my case for mortgage help. I'm currently sitting on a 6 % interest rate and I feel the lender has plenty of options when it comes down to helping me with my case. I feel since the interest rates are at 3 % in todays current market there should be plenty of ways to reduce my mortgage even my reducing my rate, extending my mortgage terms and even placing the amount I'm delinquent toward the end of the loan to allow me to get current. I fee the lender is more interested in taking my home rather than helping. I have plenty of income available and can afford for my payment to increase. Please look into this matter for me and help me with Suntrust. In addition on the denial letter attached dated XX/XX/2021 it says they have provided me the XXXX result for me to view but when I spoke to the lender they stated there is no XXXX result to give.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 939XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Re : Attached SunTrust Mortgage Inc. Loan Modification Agreement # XXXX XXXX # XXXX Property Address : XXXX XXXX XXXX XXXX, FL XXXX PLEASE ADVISE THE STATUS OF THE ATTACHED LOAN MODIFICATION AGREEMENT. Thank you, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had our mortgage with Suntrust since XXXX and have never been late on a payment. We had moved money from our XXXX XXXX account on XXXX in the amount of {$4400.00} account to our SunTrust bank account. Are mortgage is to be pulled automatically of {$4300.00} and it had been set up that way since inception. They never pulled are mortgage even though there is a 15 day grace period and it was setup on auto payment. They claim auto payment tries once and then they cancel auto payment. In there response to us, they had emailed us to two different email addresses that were not accurate even though we had changed our information through the bank, they never updated our email information with Suntrust mortgage. They claim they emailed us at : XXXX where she hasn't worked since XXXX and XXXX which is my email and I parted ways with the same bank in XXXX meaning they knew I wouldn't receive that email. Those emails per them were not sent until XXXX XXXX when there would already be a 30 day late payment meaning Suntrust didnt try to actual call there clients and let them know that they stopped the auto payment that has been fully working properly from XXXX. I emailed XXXX, who we were told is the head of suntrust mortgage, to try to have a conversation with him or someone in management and didn't receive any response from him or management. Then, On Friday XX/XX/XXXX, We got an email from CFPB that SunTrust closed complaint detailing the same information that they tried to notify us with wrong information of our correct email addresses. Then, an hour later, my wife got a call from SunTrust from XXXX, who said SunTrust was still working on this case even though we had gotten word from CFPB that they had closed it out. XXXX said he wasn't aware of any close out and would call us back later that day to see what is going on. This didn't happen and we never heard back. We then emailed XXXX a second time and left a voicemail with no call back or communication. We are now convinced that SunTrust didn't want, in good faith, to actually make things right with a client that has been with them with two different mortgages since XXXX. They are claiming that they tried to reach out and that will justify ruining a good client 's credit. If SunTrust bank would have updated our email addresses in XXXX with the mortgage department, we would have made the payment 10 minutes from it. But we didnt know the auto payment shuts off and we had no knowledge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX a text was sent to my cell phone from BB & T asking if I authorized a charge to a XXXX XXXX. This text was sent at XXXXXXXX XXXX. I did not see it until I woke up at XXXXXXXX XXXX. I responded no and they stated my debit card is blocked and they will contact me or I can contact them and listed their 800 number. I immediately logged in to my bank account and discovered there was another charge pending of {$400.00} for a XXXX XXXX. I called the 800 number that morning and spoke to a representative. She informed me that the charge for the XXXX XXXX was removed and my card was turned off. She stated a new card would be issued and I should receive it in 5-7 days. As we were speaking she ask me about the XXXX XXXX charge. I informed her that charge was also fraudulent and that was why I was calling. We reviewed charges in my account. She informed me that I can dispute that charge once it is processed through ( it was pending at that time ). On XX/XX/XXXX I disputed the XXXX XXXX {$400.00} charge. I filed a dispute through my banks app on my phone. On XX/XX/XXXX I received a letter in the mail from the bank stating that based on the facts of their investigation they do not find that an error occurred. They stated that the transaction appears to be authorized. I immediately called their 800 number and spoke to another representative. He ask me to email him a screen shot of the text I received. He stated that he is going to reopen the claim and resubmit it for review. He said if I did not see anything in my account by Tuesday or Wednesday to give them a call. At that time I still did not have my debit card and inquired about that. He said that it looks like a new card was never issued for me. Unfortunately he could not do that ( I would have to call another department ) so he suggested I go to the bank and ask for a temporary card and while I am there they can file for a new card to be sent to me. I went to my local branch the following day and took care of the debit card issue. I called on XX/XX/XXXX for a status update on the resubmitted claim. I was informed that it takes 48 hours to receive a decision and one should be made by the end of the day. I was informed to call back Wednesday or Thursday for an update. I called XX/XX/XXXX for a status update. This time I was informed that it was submitted XX/XX/XXXX and was informed again that it takes 48 hours for a decision, and there MAY be a decision by the end of the business day today. I am now 3 weeks without the funds being returned to me. I have been told twice this week it takes 48 hours and twice told that a decision should be made by the end of the day. This is a fraudulent charge and no one has reached out to me during the investigation to interview me or ask me any questions. I keep getting pushed off. *Also- I emailed my local senior relationship manager at my local branch ( she is listed on my app ) on XX/XX/XXXX regarding these charges and what to do to dispute them. I received a bounce back message that she would be out until XXXX. As of today, XX/XX/XXXX, I still have had absolutely no contact from this person whatsoever. After I received her bounce back email I immediately called the 800 number and have been dealing with them since my local contact will not contact me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear Sir/Madam : I am writing to dispute the following information that XXXX XXXX Banking Officer of Branch Banking and Trust now Truist Bank reported to All three credit bureaus : XXXX, XXXX, and XXXX on XX/XX/2021 are inaccurate. XXXX XXXX XXXX banking Officer of BB & T reported a fraudulent {$950.00} increase. In addition, XXXX XXXX responded to a complaint I filed with the Consumer Financial Protection Bureau on XXXX, XXXX, 2021 that the increase of said balance was due to a negative escrow balance. She failed to write me prior to my complaint giving a clear explanation as to why my on time mortgage balance would be reported inaccurately. BB & T has record of my cancellation for XXXX home insurance renewal that was to go into effect XX/XX/2021. Also, BB & T has record of my new/current home insurance with American Integrity with an effective date of XX/XX/2021. At no time it was a failure on my part that caused a negative escrow balance. To date, all mortgage payments has been satisfactorily paid by myself. BB & T has received reimbursement of prepayment issued to XXXX home insurance for effective. Beginning XXXX, XXXX, 2021. XXXX XXXX response is false regarding my mortgage balance. To date, my escrow and mortgage payments are one-time. XXXX XXXX needs to ensure that she adheres to her employment responsibilities and report accurately both my on time mortgage payments and remaining balance. She needs to stop using predatory financial reporting standards and discrediting my hard work. Ps. My escrow balance has nothing to do with my mortgage payments it is used for the sole purpose of paying my home insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33813
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I was paid by check for work I performed. I don't have a bank account, so I asked my brother in law to deposit the check for me and he did, using his account ( XXXX ) at SunTrust ( Truist ) via mobile deposit. I didn't realize that the person who wrote the check XXXX XXXX XXXX forgot to sign it. XXXX was contacted by his bank, and he authorized the funds to be released on XX/XX/2021. SunTrust flagged the transaction and did not allow the funds to be available in my brother in law 's account. I went to SunTrust with XXXX to figure out what needed to be done on XX/XX/2021. The branch employee contacted the necessary department, and told us we needed to write a letter showing all parties involved were aware of the transaction and wished that it be honored. We wrote the letter and had our signatures notarized and faxed it to the number provided on XX/XX/2021. SunTrust verified receipt of the letter. On XX/XX/2021, SunTrust closed my brother in law 's account and gave him a check for just the funds he had in the account, not including my {$13000.00}. I went to the branch on XX/XX/2021 to ask about my funds and the branch manager stated that it was in process and I should receive them within 15 business days. Today is XX/XX/2021, I went to SunTrust again to ask about my funds, and they stated that they never received the funds from XXXX 's bank. I have verified with XXXX and his bank, and have been shown the transaction where the funds were taken from XXXX 's account. This is unfair and prejudice against me because I am XXXX. We have made every effort to do what they ask. I work hard for the money I earn and I have a family to support. I can't wait any longer for the money. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/2020, I applied to Sun Trust to refinance my mortgage of about XXXX. Up front I paid a fee of XXXX for a home appraisal, which they had told me up front was not needed but send the money NOW. I did. We are going now on NINE MONTHS and still they are asking for documents I sent back in XXXX LAST year. They do not answer my phone calls! I am no where near closing. I have to go with a new company and they want to appraised my house again. Mind you it has been appraised two times with value of XXXX. I want that XXXX back! I have to get another appraisal with my new company. They never did anything about moving this along. Thank You.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A