Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Bank cashed a payment sent via online Bill Pay but did not credit mortgage account XXXX image attached ). Check was sent XX/XX/2021 and cashed on XX/XX/2021 to be credited for XXXX. Bank has not accepted attempts to pay mortgage in XXXX XXXX they rejected our XXXX payment ). Suntrust now considers us to be in default. Additional payments were sent via Bill Pay XXXX Bank disabled our ACH options ) but were not credited to our account. Despite numerous attempts, I have not been able to get in contact with anyone at the bank that can help. More details in the attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20170
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX Suntrust Bank would not take my mortgage payments for my property do to a credit line that I owed that was unsecured .Suntrust said I would need to pay the credit line in full ( XXXX ) before they they would accept any payments form me. ( I was confused ) I asked Suntrust Bank who I needed to talk to .They said to contact XXXX XXXX ( Senior Asset Bank Dept.Manager ). I called in XX/XX/XXXX and he told me no payment would be accepted unless line of credit was paid in full. Since I could not afford to pay the line of credit in full I listed the property up for sale in XXXX XXXX line of credit was charged off in XXXX. ( I have documents ). I sold the property on XX/XX/XXXX XXXX and when I went to settlement Suntrust charged me {$3200.00} in late fees and interest of {$38000.00}. ( I have documents ) I completed/finalized the settlement. The next day XXXX XXXX I went to Suntrust/Truist location ( XXXX XXXX Md ) .I was told my contact person was XXXX XXXX XXXX.I reached out and discussed the situation and he said that Suntrust/Truist would give me a refund on my late fees. They did ( I have documents ). The next day I called again about the interest, XXXX XXXX said he could not help but sent me a screenshot of his computer screen ( I have that picture ). Something is not correct no refund on interest but late fees, yes. I would not have been in this situation if Suntrust/Truist would have excepted my payment or did any other actions, so they pulled the note from me. I carried the insurance the entire time. I was advised to contact CFPB ( Consumer Financial Protection Bureau ). I look forward to hearing from you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21227
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-09
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Management Refused for XXXX years on providing information on who closed my XXXX bank account and possibly drained XXXX funds after XXXX passed away. Was told XXXX someone submitted documents stating my XXXX remarried which was a lie and that he had all rights to her money as well as my XXXX. XXXX XXXX XXXX was an attorney XXXX fired because XXXX neglected his client and now caused me to become a victim based on forged documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31404
Submitted Via: Web
Date Sent: 2021-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
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: In the Fall of XXXX I purchased a vehicle that was financed by Sun Trust Bank. I immediately went online and attached my bank account, placing the note in auto-draft so my car note would never be late. I do all my monthly bills that way -- -set it and forget it -- -just making certain that I have ample funds in the account so I never overdraft. However, at some point earlier this year XXXX XXXX XXXX, Sun Trust bank deleted my banking information without my knowledge and promptly placed two late fees on my credit report, causing great damage to my high credit score. When I made a phone call to the company, they deleted one of the late pays but refused to delete the other one, saying that every 6 months I was supposed to login to my account and keep it active or else they assume it is inactive and delete it. This 'policy ' is NOT true. Had it been true, my banking information would have been deleted in XXXX ( Long before XXXX ) because I've never logged into Sun Trust for ANY reason until recently. I have written them, called them, been placed on hold numerous times, written them again and I've still received no satisfaction or correction. My last letter to them ( XX/XX/XXXX ) was not even responded to. Meanwhile my credit scores have gone down from the high XXXX 's where all three bureaus were until Sun Trust bank deleted my banking information. I need them to delete the erroneous late payment information because as soon as I learned that the account was behind ( through NO fault of my own ) I contacted them and brought it current. In the entire time I have had a car loan with them I have never been late and my bank records can attest to that. Also, I feel that if they've been this careless and callous to do this to me, there are others who have also suffered the same fate. This so-called 'policy ' of theirs needs to change and change immediately! I am ready to contact a private attorney in this matter if necessary because I feel that my rights have been violated. If I give a company access to my bank account so they can withdraw from it every month, but they delete the information -- -how am I at fault??? Why have I been made to suffer?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Took my then XXXX XXXX XXXX mother with XXXX to the bank to change her account to one that has no fees ever. The bank changed her account and PROMISED NO MORE FEES. Well the bank changed the account without any notice and began charging XXXX dollars each month, now XXXX dollars total. I went to the bank as soon as I could and even though the same girl ( ms. XXXX ) remembered us changing the account. She pretty much said, they would not credit her account. I asked for the branch manager but was told he was out sick and may not be back for a while I then asked her to call the district office she said we don't have that number. I tried XXXX Suntrust 3 times talking to 3 supervisors. None willing to help. Banks can not steal from the elderly, especially elderly and sick.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2021-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear Sir/Madam : Branch Banking and Trust now Truist bank has failed to uphold their word to accurately report my accurate mortgage balance owed. On XX/XX/2021 BB & T reported to all three Credit Reporting Companies I paid my mortgage on-time. However, they fraudulently reported I owe more on my mortgage than I actually owe. BB & T reported a {$950.00} increase. Please view attached documents for further detail into this matter.
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: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-07
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: I was Victim of Identity theft as a result several account appear in my report that are fraudulent and not mine i have send these company all document of the illegality of these account XXXX refused to removed these account from my report and continuo to report then XXXX XXXX XXXX # XXXX. XXXX XXXX XXXX # XXXX XXXX XXXX XXXX # XXXX SUNTRUST BANK # XXXX These account are fraudulent and not mine
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2021-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am filing a complaint with your office because TRUIST wrongfully closed three bank accounts ; the account I share with my husband, XXXX XXXX, the account I have with my mother, XXXX XXXX, and my account where I am the only user. I have been with TRUIST for over twenty years, and my husband and I have had a joint account with TRUIST for over three. In that time, we have never as much as bounced a check nor have we have ever overdrawn our account. Despite our solid history with TRUIST, we received letters stating that our accounts would be closed within 30 days but stated no reason as to why TRUIST was closing the accounts. The person who signed the letter, XXXX XXXX, who is the Sr. VP of Operations with TRUIST refuses to return our calls. As a matter of fact, TRUIST is not allowing any of its employees to speak with us except for XXXX XXXX, who is either unable or unwilling to tell us why the accounts are being closed. It is my belief that the accounts are being closed because TRUIST is retaliating against us for filing a complaint with TRUIST regarding how they handled a merchant dispute. Over the last month my husband and I have filed several merchant disputes regarding trips we had taken to XXXX and XXXX. In almost all of the cases the merchants provided us with a credit. In addition to the credits that appear on our bank accounts, XXXX XXXX sent us a physical check which we deposited yesterday. Given that the merchants voluntarily issued a credit shows that the disputes we opened were indeed valid. We provided sound reasoning as to why we were filing the disputes and anytime a merchant issued a credit we notified TRUIST and requested that the provisional credit be taken back. In one instance, I called and emailed the XXXX XXXX Department for two weeks to have a provisional credit removed from the account. The merchant dispute that caused us to file a complaint was for a restaurant in XXXX XXXX XXXX. TRUIST erroneously assumed that we received the meal that we paid for, but we did not. My husband and I did everything we possibly could to communicate to TRUIST that we paid for a meal that we never received but they would not take that into account and refused to work the dispute. After spending weeks trying to get TRUIST to properly understand the situation we filed a complaint on XX/XX/2021, at the suggestion of XXXX XXXX, who is a supervisor in TRUISTs Retail Payments Department. The next day the letters stating our accounts would be closed were generated. Clearly TRUIST is retaliating against us for filing the complaint. The fact that the letters stating our accounts would be closed were generated the day after we filed the complaint is not a coincidence. What makes TRUIST actions even more suspicious is that they are refusing to provide any reason for closing our accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18018
Submitted Via: Web
Date Sent: 2021-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I notified Suntrust ( Truist ) bank on XX/XX/XXXX of an unauthorized debit by XXXX on my account. This notification was done through my online banking. Notifying the XXXX was done quite easily with a few keystrokes. Never during the process was it stated that by submitting a unauthorized transaction report would cancel my debit card & access to my account. I was not notified by the bank that this had happened until I was not able to buy groceries today because my card was deactivated without my consent or knowledge. I spoke at length with a XXXX XXXX XXXX XXXX XXXX ( XXXX ) who was unable to reactivate my card or provide a way to access my funds before NEXT week. I believe they did not follow Regulation E or they did not follow the spirit of Reg E by not notifying me prior to me finalizing my unauthorized report or by contacting me via phone or email or text ( all info they have ). I am ( was ) a XXXX year customer and am now going into XXXX XXXX XXXX weekend & moving kids out of college with no access to my money via ATM/debit purchases, etc. Please help make sense of this or help me access my money. Thank you for any support you can provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20152
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: On XX/XX/2021 I had XXXX in account ending in XXXX deposited by TN XXXX. Of Unemployment. I checked my account about XXXX. And all of my money was gone! It was gone because someone in the legal department that was not knowledgeable about the law, gave my XXXX money to an attorney which was XXXX XXXX Firm on a XXXX XXXX XXXX garnishment. The law is supposed to protect any government money unless child support is owed. When I called Suntrust the money was pending. I said Please dont give my rent money away, wait until tomorrow, put a hold on it, freeze it. I spoke to no less than 7 people. Most of the customer service people were not in the XXXX. I knew my money was going to be gone in the morning. No one even tried to find out the truth that they should have known or reach out to anyone. I feel that after the money was gone because someone in legal let it slip through the cracks no one wanted to be liable. I sent emails and everything and havent heard from anyone yet. Finally they told me to get an attorney and get my money back. I said you act like you work for them instead of me! Thats my rent. All they kept saying was that scripted sorry! I didnt want to hear that1. /they need retraining. Then they kept saying call that number and get the money back. I said they are the enemy, they want my money! And I am so surprised that no one knew out of 7 people what is supposed to happen when a garnishment comes to the legal department. First it has to be answered which means determined if it can be legitimately placed on the account, but you dont just blindly give out other peoples money. the other thing they did was they gave ALL of my money to them instead of a portion. I dont think that is legal even if it was legal to obtain the money. Next they should have looked at the funding coming into the account. If they had done that the garnishment should have been returned to the law office as not serviceable due to Unemployment going into that account only. the check had just come. No one at suntrust stood up for me or said I was right because they knew a mistake had been made but they could not afford to let me know. I called in time enough for it to be stopped and they would not even do that. Whomever placed that on my account needs firing. What about everyone else? How many times is this being done to people who have federal funds? People who cant or dont speak up? When I looked and saw that Suntrust gets a fee of {$100.00} I see why because I could not see why they would turn against me their own customer for a creditor. If they do this to a million people look how much money they will have! My rent is gone and it was already short. Now I have nothing1
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A