Date Received: 2021-05-02
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: We were previously customers of SunTrust Bank from XX/XX/XXXX until XX/XX/XXXX ( XXXX XXXX XXXX & XXXX XXXX XXXX ). We kept over {$450000.00} of combined deposits with SunTrust in Advantage Money Market Savings account # XXXX and in checking account # XXXX. We closed the accounts on XX/XX/XXXX after a promotional rate ended via a cashier 's check. We never had any overdrafts and closed the accounts in good standing. On XX/XX/XXXX, we opened a new SunTrust checking account online. We received confirmation of the new account number XXXX # XXXX XXXX. I changed my direct deposit information with my employer. The following week, I attempted to log into my account to verify my direct deposit and received a message to call a SunTrust customer service number. I called and learned that our account had been closed. No reason was provided to me after I asked for a specific reason. Thinking that one or both of us may have been victims of fraud, I pulled our credit reports with XXXX XXXX and XXXX to confirm that there was no derogatory information on record. There was none. Our credit is flawless. Our credit scores are both in the XXXX range. I also confirmed that our credit was still temporarily UNfrozen and even contacted XXXX XXXX to confirm that no derogatory information was on record there. On XX/XX/XXXX, I called the 800 number again and asked to speak to a supervisor. I was connected to XXXX XXXX XXXX. She would not give me any information on why our account was closed. She only would say that SunTrust has the right to close an account and that a letter would be mailed to us. We are still waiting on this letter. My direct deposit is in limbo. I find this business practice unethical and discriminatory. A valid reason needs to be provided immediately and verbally or electronically to a consumer on why an account was not opened or closed. A federally regulated bank should not be allowed to operate in this manner. If a bank is able to open an account online, they should be able to provide a detailed response back why an account can not be opened in a similar electronic manner ( online ). Mailing a response days or weeks later by USPS is NOT acceptable. We have suffered undue XXXX and XXXX not knowing if our personal information has been compromised, if fraud was committed, or if an error was made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28804
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: BB and T bank / XXXX XXXX ( was XXXX XXXX XXXX XXXX XXXX XXXX begun correspondence in XXXX ( but haven't received dividends since XXXX ) sent letter asking for bb and t to investigate why i never received replacement stock certificates in bbandt / XXXX XXXX being the new stock that I have due to the acquisition and why i am no longer receiving my dividends. No success or response in accordance with letter mailed certified mail. I made numerous phone calls and still no resolve. I then involved a stock broker ( independent ) stocks were returned to broker with a letter stating that I had to contact them not a broker. I kept calling they kept telling me they would research and get back to me and never would call me. I finally contacted an employee that said I had to send in original certificate to them in order for them to research and investigate. I, due to unprofessional handling of my account, reluctantly did send in certificates. i then called XXXX/ bbandt bank and they could not find my certificates I mailed XX/XX/XXXX and they were foun XXXX XXXX bband t informed when i called ( after many many phone calls with no resolve ) that they stock certificates were found and mailed back to explaining that the stock was being traded still, but with a comlany called XXXX XXXX. I called XXXX XXXX and they denied this and found no info about me or my stocks. i received the stock certs by mail on the XX/XX/XXXX they had been punch cancelled in error and fixed reinstating them by stamping and initially the error they had made during the time they had the orginals ( almost 2 more months. ) Ive been trying to resolve this issue for four years. bbandt bank / XXXXwas purchased and years ago i was told they made an erro rby not sending me converted stock certificates now after all the years of correspondence letters phone calls etc they are saying they cant find my account. I was a XXXX XXXX with XXXX XXXX XXXX XXXX they were sold to bband t and my stock followed the new company.. I need my dividends and want to cash in my certificates.. I cant do this due to bband t ( XXXX XXXX ) not helping me resolve the issue. I have no where else to turn but to involve cfpb to help me in finding out why they wont help me get my stock account found and give me my dividends that haave n't been sent since XXXX and cashing in my stock certificates. Please help me resolve this issue I do not know what else to do and dont know where or what the next step of recourse will be. i have all documents and correspondence dates and receipts etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: THESE COMPANIES PULLED MY REPORT ON XX/XX/2021 WITHOUT MY PERMISSION.I DID NOT AUTHORIZED THIS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23464
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: An authorized inquiry was found on my credit report and after requesting the initial source to investigate and have it removed, they didn't. Instead I was sent a rebuttal letter ( lazy letter ) instead of providing the written proof of authorization.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30260
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I deposited a donor 's check into my non-profit checking account at the XXXX & XXXX XXXX, XXXX, PA branch. When I put the check in the machine it read it as {$300.00} when it was a {$100.00} check. I removed the check and redeposited it. The screen showed {$100.00} which was the correct amount. Later when I checked my BB & T mobile app it showed a {$300.00} deposit. I immediately called the branch where I deposited the check and was told it would be caught by the " back office '' and corrected on Monday. Monday it was never corrected. I called the initial bank and was told to wait a couple days that the error would be caught by the " back office ''. I tried calling the initial bank on XX/XX/XXXX after seeing on my mobile app it still wasn't corrected and no one was picking up the phone so I called another branch ( XXXX XXXX XXXX, XXXX, PA ) and was told that they could not see the check on the screen I would have to call the initial branch. I said I have been calling for hours but no one is picking up. She gave me the email address of an employee and I sent him an email and as of this date he has not responded. I called customer service XXXX number and was told that I would have to contact the initial bank where the deposit was made. I called them on XX/XX/XXXX and said I wanted to speak to the manager and was told there was no manager on duty. I relayed my whole story and was told the same excuse ... the " back office '' will fix it. I called the toll free number again and spoke with XXXX and was told that she would expedite the correction after she saw the check amount was {$100.00} and it would be done in XXXX business days, hence XX/XX/XXXX and she would make a complaint for me. The correction is still not made and so I called customer service again today and was told by XXXX that she saw my complaint with XXXX and that it would " be fixed in XXXX business days '' and she will make a complaint for me. Worst part of this whole ordeal is that the {$300.00} was deducted from the donor 's account, it was not caught by his bank, XXXX XXXX, and they said it has to be fixed on my end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18102
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My BB & T Mobile Banking Application does not populate my correct password into the rectangle, via, XXXX 's, password manager ; and, XXXX 's password manager, does NOT, have an option to change my BB & T Mobile Banking Application 's password they have on file. Fact, BB & T and/or XXXX and/or XXXX XXXX XXXX are at fault. XXXX audio conversation dated XX/XX/2021, 1711 hours, parties present, Ms. XXXX and Mr. XXXX. Paraphrased events follow : ( 1 ) Envision in your mind turning on your telephone ; ( 2 ) pressing with your index finger, the BB & T online banking application ; ( 3 ) trying to type in your password ; ( 4 ) then, all the sudden, a rectangle appears on the screen blocking your ability to enter your password in like you always have ; ( 5 ) then, envision the rectangle denotes the BB & T symbol, and, the XXXX Symbol, U and G, respectively ; ( 6 ) you say to yourself, well, I don't feel well, this random rectangular interface has appeared, and I don't know what to do, I just wan na enter in my password like I always have ; ( 7 ) then, you say to yourself, ok, I'll press the auto-fill button, particular to the password ; ( 8 ) then, it fills the rectangle ; ( 9 ) then, it does NOT proceed to the next screen/my accounts ; ( 10 ) then, you say, ok, dah I dunno, I am a XXXX, I will try the " manage passwords '' option logically, instead ; then ( 11 ) you see ZERO options available for review, then you realize, the BB & T password MUST be wrong, because, the telephone did NOT proceed to the next screen, confer clause 9 above ; ( 12 ) then, you call BB & T ; ( 13 ) then, you speak with one Ms. XXXX ; ( 14 ) then, she says, it should work ; ( 15 ) then, you say to yourself, well, I better call the feds, because, I catch people EVERY SINGLE DAY, SAYING ILLOGICAL/UNREAONSBLE STATEMENTS WHEN I CALL THEM AND ASK THEM FOR THEIR HELP, PARTICULARLY, BANKS, COMPANIES, COURTS, ET CERTERA, IT'S A FACT, PAUSE, RED-HANDED. End of message. Note : The purpose of this complaint is to alert the authorities that ( a ) I, XXXX XXXX XXXX, am a genuinely nice man, a novice mathematician, and a life-experienced courtier, specifically, sixteen hundred plus hours ( 1600+ ) of superb legal research and subsequent work product, ( b ) a bleeding heart rhetorically, and ( c ) a man who misses his mother and father! Please make sure that ( i ) BB & T Bank modifies my BB & T banking application on my telephone so it interacts with me in a logical manner, and, ( ii ) ditto all other applications indefinitely. Last, genuinely respectfully, thank you for reading my complaint ; please help. Note : The BB & T Mobile Banking Application lowers the quality of my life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I, XXXX XXXX as a federally protected consumer am protected under the Fair Credit Reporting Act ( 15 USC 1681 ). The FCRA is intended to secure the right to accuracy, fairness, and privacy of my consumer information contained in the files of consumer reporting agencies and those rights have been violated. As a federally protected consumer, I have the right to privacy. Any and all information deemed private should not be posted to my consumer report ; SUNTRUST DBA LIGHTSTREAM is in direct violation of 15 USC 1681a ( 4 ) by furnishing this on my consumer report and is infringing upon my right to privacy. SUNTRUST DBA LIGHTSTREAM is also in violation of 15 USC 1681a ( 2 ) ( iii ) as I did not provide any authorization, written nor oral, to furnish the following hard inquiries on my consumer report - see Exhibit A : SUNTRUST DBA LIGHTSTREAM XX/XX/21. As a federally protected consumer, I am exercising my rights to choose not to provide this information on my consumer report and am asking that it be removed immediately. SUNTRUST DBA LIGHTSTREAM is also in violation of 15 USC 1681c-2 as these hard inquiries were the result of identity theft - see Exhibit B.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33065
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I did not authorize my bb & t or suntrust/truist to temporarily credit my checking account prior to depositing my stimulus checks. Both times had they processed my paycheck deposits correctly and not 3 days after the fact there would have been no negative balance. And even before that the fact that it takes 4 days for my account to reflect my paycheck is absolutely insane. ( My paycheck is from a bbt business account which makes even less sense why it delays ) And trying to see someone at the bank this entire time has proven even more difficult when they change up hours constantly and only has drive through and a line where you wait sometimes an hour just to see a teller. I don't have time to call and or wait around. I understand overdrafts happen and every paycheck I pay that balance. The first time they did this I paid back the entire negative when they took back the first credit I didn't agree to and now again for the 2nd time my account is XXXX and had no idea.
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: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In XX/XX/2021 right before the stimulus checks were deposited they credited the account {$76.00} without my knowledge claiming my account was overdrawn and it was not. This credit was given without sending out any notification and then was debited from the account months later again without notification resulting in overdraft fees and will not refund the fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My identity has been compromised by somebody I do not know. Please feel free to contact me if you have any questions or concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A