Date Received: 2021-05-18
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On or around XX/XX/XXXX I received 2 post cards ( one for a checking account, one for a savings account ) in the mail from BB & T saying that I had requested them to consider authorizing and paying overdrafts on my ATM and debit card transactions. Since I did have a checking or savings account with BB & T I called them and said I thought they were setup in error. They turned it over to their fraud department and on or around XX/XX/XXXX I received a letter from them saying I was the victim of identity theft along with all of the steps they were taking to secure the accounts. At their suggestion I ordered all of my free credit reports from the 3 credit bureaus to check for any unusual activity. All three were clean and the only inquiry from BB & T was from when we established a mortgage with them in XXXX or XXXX. I found it odd that 1 ) there was no inquiry from BB & T, soft or hard, to setup the accounts and 2 ) I did not receive any email/text alerts that these were added to my existing account. I find it very hard to believe a bank would not alert you if a new account was added to an existing mortgage account. Given the recent XXXX XXXX fraud where they were setting up accounts without their customers knowledge in order to hit targets, I wanted to see what exactly was used to establish these accounts ( given the lack of alerts ). On XX/XX/XXXX I called the number on the letter I received and asked for a copy of the documents used to setup the accounts and was today I would need a police report and that the police would have to subpoena them for the documents. I find it ridiculous that I would have to file a police report with my local police department to get a copy of documents which allegedly used my SS # and other personal information. I would like to receive copies of these documents to then see if I feel further action is required on my part. At the moment their unwillingness to share the documents seems suspicious to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45150
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened up a checking account with SunTrust bank on XX/XX/XXXX. On XX/XX/XXXX, I could not access my online account for multiple days, so I called customer service. I was told my account was under review and in non-debit status. When I asked why, no reason was given. I was given a generic answer, but my local branch might have the actual reason. So, I drove to my local branch, where I was told that they could not access or provide any specific reason why my account was being frozen, reviewed, or closed. I told that SunTrust had decided to close my account, and my funds would be mailed to me once the review and closure was completed. When I asked for a timeframe, because I needed my money to pay rent and bills, none was given. My current balance was {$2200.00} and I was told repeatedly, in person and over the phone, that there was no way to give me any portion of my money. The best explanation I received, from a manager, was " loss prevention ''. Plus, I have received no assurances that my current balance will be returned to me. Instead, I will receive my remaining balance, after they decide how much of my own money that I get to keep. I have never had a negative balance, overdrawn my account, or been charged any penalty fees of any sort. I have no court Judgments and owe no creditors money. I was also never contacted in regard to this action. I only discovered it because, of my own volition, I contacted customer service regarding my account. I can only imagine the consequences if I had initiated a rent payment or written a check, with the assumption of the last known amount of money in my bank account and it was rejected. Would SunTrust have paid the penalty fee? I doubt it. How am I supposed to pay my rent, which is due on the 1st of each month, when my bank, for no reason that they can provide to me, froze my account funds for an unspecified amount of time and took my money, so that they can use it in various aggressive investment? My money has been held unjustly. I am not a criminal. I am a low income XXXX female that has been collecting unemployment. This is an unlawful garnishment of my government provided unemployment income. These people claim to " care '' about racial justice, but in practice we are just pockets for them to rob from. After filing a complaint on XX/XX/XXXX, within a day, I received a call telling me that XXXX XXXX would be handling my case and calling me within 15 days, plus a number for him. I called him immediately and, when he didn't answer, left them a voicemail requesting a callback. On XX/XX/XXXX, after not receiving any contact from XXXX XXXX, I called and left voicemails for the woman who initially left the voicemail and XXXX XXXX. As of XX/XX/XXXX, I have yet to receive an initial call or a callback from either of them. Then, I contacted customer service line, and was told that only {$460.00} was in review/non-debit status. The difference in funds, {$1700.00}, was available for immediate withdrawal. I realized potentially why those funds were being held, since no one would/could tell me what issue had sparked the freeze and imminent closure of my account. I had allowed my roommate to direct deposit a single payment of their unemployment into my account, while they were moving to a new bank, to avoid payment delay. I told the agent that those funds are from unemployment, so there is no danger of them being reversed. After pressing her for why the funds are being held, I convinced her to verify if I could provide documentation to prove the legitimacy of the funds. After checking with the " Internal Department '', I was told to go to my local branch and provide 2 Forms of Identification, Proof of Residence in Nevada, and Proof of Funds from the Depositor, such as a payment confirmation. Then, my local branch would send them the documents. I was told to provide the same documents if I had deposited the funds on behalf of my roommate. I immediately got the documents and took them to my local branch. While there, the banker told me that, since I was resolving the security concern, they should be able to keep my account open. The next day, XX/XX/XXXX, I had restored access to my online account. However, the most recent transaction was a levy & garnishment debit, on XX/XX/XXXX, for the full account balance of {$2200.00}. In addition, the account was closed. I immediately called customer service, and was told by XXXX that all the funds were again on hold, to protect from reversal of deposited funds. This was outlandish, since the day before, {$1700.00} was cleared and available for immediate withdrawal. Why is it completely unavailable now, in addition to being garnished? I demanded to know who was garnishing my funds, as I have no judgments or owe anyone money. Also, why had they wasted my time going to a local branch to provide proof and documentation for {$460.00}? After waiting, I was simply told that the garnishment/levy came from XXXX, FL. I had the representative contact the Internal Department to determine who exactly in XXXX, FL was levying my account. After more waiting, she now claimed to have actually spoken to the investigator who had initiated the levy order on my account. They updated her that they had put in a request for a disbursement of my funds 20 minutes ago and the full amount of {$2200.00} would be sent to the mailing address on file. It would be sent on Friday, XX/XX/XXXX. I was not entirely convinced that this was the truth, since the story changed so quickly, so I asked for some sort of identifying information for the investigator, whether a name, an employee ID, or something else, to reference if I had any issues in the future. I was denied that information. The representative only provided her name and a promise of updated notes on my account. She assured me that calls are recorded, but this did little to soothe my concerns, since I still was not provided reason for the account closure, despite resolving the security concern. I contacted the banker from the day before, as I believed that she might be able to obtain a better explanation than I did. I also wanted to verify if she had received any updates on her end about my account. She had not and promised to call and follow up right away. After speaking to them for over 20 minutes, she called me back to let me know that, unfortunately there was no way that she could keep my account open. The Fraud Department said that, even though I had provided documentation and proof of my transactions, my account had " an alert '' on it now. Based on that alert alone, that had been resolved with my documents, they closed my account. There was no way to request an exception, because my account was new and no one at the branch knows me well enough. She said that she thinks they just don't want to deal with it. I feel that my time was wasted trying to resolve the issue, for my account to close anyways. I do not believe that I was given a proper opportunity to rectify the security concern and preserve my account. Because, once again, I had to proactively go out of my way to call and pressure agents to give me the necessary information, in order to resolve security concerns that I am excluded from knowing details about. If I had known that the most recent payment was the issue, I could have provided this necessary documentation and explanation 3 weeks ago and potentially diverted my account from closure. Lastly, on XX/XX/XXXX, I was notified that a document on my account closure was available for viewing on my account, but it did not say it was mailed to me, which is what I had been advised would occur. I have attached both with this complaint. They also responded to my complaint, stating that they sent the response to me. I have received nothing to that effect. However, on the same day, around XXXX, when I attempted to login to view the document, I once again did not have access to my online account. I received a letter on XX/XX/XXXX, which did not respond to my complaint or provide a specific reason for the closure. Thank you for your attention and reading.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My complaint is against BB & T now Truist for fraudulent transactions and failing to honor our written agreement. On XX/XX/XXXX, I opted out of BB & T overdraft review for ATM / Everyday Debit Card Transactions. Included in the written agreement was the words that BB & T would not consider nor allow debit transactions when the funds are not available in the account. That did not happen. On XX/XX/XXXX, BB & T now Truist allowed a debit charge transactions in the amount of {$1300.00} when, BB & T knew the funds were unavailable. At that time the account had a positive balance of {$880.00}. This fraudulent debit transaction caused my account to instantly become negative by {$480.00}, creating a financial hardship for me. I am requesting a full refund of the {$480.00}, and any additional fees associated with this fraudulent transaction by BB & T now Truist. It is my understanding that BB & T had an obligation to honor our written agreement. If you have any questions or concerns please feel free to contact me at XXXX. I reached out to BB & T about this matter and was appalled at their response. I was not allowed to present any supporting documents, nor provide a rebuttal. I feel BB & T investigation was bias. Please see attachments.
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: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint was originally filed and closed prematurely. The original complaint number XXXX was closed even though the complaint was not resolved. Originally, Sun Trust ( now Truist ), said it would take them 30 days to process the payoff of my home loan, then they said 45 days, then they said the 60 days, last contact with them they said 90 days for Colorado to process the lien release. It has now been 90 days, I have not received any information that the lien release has been completed either from Sun Trust nor the state of Colorado. All of the payoff information was provided in the previous complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I am a XXXX year old person on Social security and my checking account had low funds and when withdrawals were coming in and the bank paid they charged me {$36.00} per item. My complaint is two fold ... .a wrongful withdrawal of {$150.00} was withdrawn I called the creditor and corrected the situation because I had paid them some time ago and loan had been closed. The bank charged me {$36.00} again. The creditor refunded the money but not the bank as of this time. 2 ... I currently owe {$310.00}. In bank fees. I am returning items to get credits to increase my account but if n no way will that pay off {$310.00}. {$36.00} fee is exorbitant!!!!!. There's no way the bank should be! making a profit off of myback. They will not waive any fees. This fee amount is so unfair to any customer and in this time of covid they have only hurt my life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23236
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a Section 8 recipient under the Inlivian Housing Authority of XXXX, NC. I signed up to get on the program to purchase a home. I qualified to be a participate. I went through the program and passed everything. At first my debt ratio was extremely high. I paid it down to qualify for a mortgage. When I asked BB & T loan officer ( representative ) XXXX XXXX if I could use my income from my employment, she told me I had to be on my job for 2 years. She did not ask me if it was the same category of work or job title ; she just told me if I had not been on the job for at least 2 years, she could not use it. She also did not offer any other options as a remedy. I found out after my voucher expired for the program that I could have used my XXXX XXXX and that would compensate for the 2 year rule for income. Because of her actions, I became disqualified and lost my abilities to purchase a home within the time allowed under the Home ownership Program under the housing authority. I also asked the representative under the Inlivian Housing Authority ( Home Ownership Program if I could have a second extension and they refused and denied me additional time. While I still have my voucher assistance, because of XXXX XXXX behavior presenting BB & T ; I am forced to remain living in a rental property and I also have to wait 1 or 2 years before I can re-apply as well as pay fees all over again when and if I get selected to participate again. I feel this is a deceptive and abusive act as presentation of the banking institution and the institution should be held 100 % accountable for her actions. I also believe it falls under the Disparate Impact. I also believe it is a violation of the Federal Trade Commission XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: on XX/XX/ 2021 my online balance was XXXX transactions posted after that balance, on the XXXX, totaled XXXX, leaving a balance of XXXX. Also on the XXXX, they charged me XXXX overdraft fee which left my positive balance on XX/XX/XXXX with XXXX ... after the XXXX overdraft fee. There are 3 items pending and I made a transfer to more than cover those amounts. When I contacted the bank I was informed that one of the pending transactions, the very last one, triggered the overdraft fees and they would refund me ONE ( 1 ) fee! Their overdraft fee is XXXX dollars. This is a checking account and I have not signed up for overdraft protection. The Bank is BB & T, now Truist, at XXXX XXXX XXXX XXXX, XXXX FL XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with Suntrust bank. I mobile deposited my pay check. I was initially alerted my funds would be available next day. The next day I was told my account would be on hold for another XXXX days. They refused to give me any explanation as to why other than they were tipped off that my my check may not clear. I told them if there was an issue with the check I could call the states comptroller officer to clarify it because I work for the state. They refused and gave me no access to any of my money. They also refused to simply stop processing the check so that I could go elsewhere. I verified the check with the Maryland XXXX XXXX XXXX. There is nothing wrong with the check. I now have late fees on bills that I needed to have paid. They even told me they could not give me more information because it is confidential. How can my own information and my own check be confidential to me? I spoke with the the supervisor and still was told that they could not release my money for XXXX days. They refused to even give me an explanation as to how they came up with the random date of XXXX days away. They literally took my money and wont give it back. It was {$1800.00}. I have bills and a family that depend on my check. Im not sure why a state issued check would be a red flag or how opening an account with them would flag as suspicious. That makes no sense. So Im penalized for opening an account with them? They havent even gave me the initial {$200.00} or so they give people access too while a check clears. They have my entire check on hold!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SunTrust Bank purchased my mortgage from XXXX XXXX XXXX sometime around XX/XX/2021. I first became somewhat aware of the purchase on XX/XX/2021 through my credit card app which notifies me of changes to my credit report. I figured I would be getting a notification in the mail or through email letting me know where I should be sending my payments now since I hadn't gotten anything yet ( this is not the first purchased mortgage I've been through ). A couple days later I noticed my autopayment for XX/XX/2021 had not gone through with XXXX and got worried. On XX/XX/2021, a Sunday, I got a payment reminder through email from SunTrust letting me know that my payment for XX/XX/2021 was due and had not been received. Since it was a Sunday, no customer service representatives were available to speak with. While I had absolutely no information about my new account, I was able to navigate through a confusing web of automated phone instructions to set up a one-time payment and avoid a late fee using my SSN and property information. On XX/XX/2021 I was able to get through to a customer service representative with SunTrust, again after a confusing web of automated phone instructions, to ask what went wrong and at lease obtain my account number to set up an online banking account. The SunTrust customer service representative said it was XXXX 's responsibility to provide me with updated information. She said that they had gotten a number of calls from people " claiming '' they too had not received information when their mortgage was also bought from XXXX ; however, she assured that they all did in fact receive the appropriate disclosures, likely overlooking them in the mail. I am very careful sorting through my mail, and I've gone back to check my email several times and have never seen any disclosure from either bank about the sale/purchase of my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60441
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: On XX/XX/XXXX, I sent a letter via Certified Mail to Regional Acceptance Corporation regarding the account currently showing on my credit report. A copy of the letter is enclosed, stating my request for, among other things, the following : - Provide me copies of any papers that show I agreed to pay what you say I owe - Prove the Statute of Limitations has not expired on this account - Show me that Regional Acceptance is licensed to collected in my state On XX/XX/XXXX, Regional Acceptance sent me a letter advising they could not find an account for me with the information I provided. On XX/XX/XXXX, I again sent Regional Acceptance Corporation a letter requesting the same information I requested in my XX/XX/XXXX letter. On XX/XX/XXXX, Regional Acceptance sent me a letter, in which the only information Regional Acceptance provided is a payment history on the account. There is no paperwork showing I agree to pay any amount they say I owe. There is nothing showing the Statute of Limitations is still in effect ( In fact, the statute of Limitations in the State of Indiana has expired. It is 6 years. According to the documents sent by Regional Acceptance, this debt is 9 years old. ). There is nothing showing Regional Acceptance is authorized to collect in the state of Indiana. Furthermore, the address ( highlighted, XXXX XXXX XXXX XXXX XXXX is a different address than my address XXXX XXXX XXXX XXXX XXXX. As of the date of this complaint, the unverified item listed below remains on my XXXX credit report in violation of Federal Law. XXXXXXXX is required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is mine and is correct. In the results of their first investigation, they stated in writing that Regional Acceptance verified that this item is being reported correctly. Yet, even after multiple requests, Neither XXXX nor Regional Acceptance has provided me a copy of ANY original documentation required under Section 609 ( a ) ( 1 ) ( A ) & Section 611 ( a ) ( 1 ) ( A ) ( a consumer contract with my signature on it ) and under Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all information which can not be verified. I sent all documentation to XXXX via Certified Mail on XX/XX/XXXX, and demanded the account be removed from my credit report. Today, the account remains. Regional Acceptance and XXXX are in violation of the FCRA and the FDCPA, and thus the account must removed from my report, or I am entitled to sue for {$1000.00} under the FCRA. Today, I tried to contact XXXX regarding this account. I could not get through to speak to a human.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46235
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A