Date Received: 2021-04-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Each month I make a mobile deposit to my checking account at SunTrust. I have had this account since XX/XX/XXXX and it is in good standing. SunTrust also holds my mortgage account ( since XX/XX/XXXX ) and my auto loan ( since XX/XX/XXXX ). My auto loan is paid automatically on the XXXX of each month from my SunTrust checking account. Since XX/XX/XXXX, I have transferred money by mobile deposit prior to the due date and it has been available with no issues. Earlier this year, postal issues caused me to not receive my mortgage statement and bill by mail. To avoid any chance of missing a payment or having one be late, I began to add the mortgage payment to my monthly mobile deposit so that I could pay my mortgage online as well. For the last several months I have written a check to myself from my primary checking account at a credit union and deposited it at SunTrust using mobile deposit. Not once has there been any issue with collectability or funds availability. My account at SunTrust does not keep a high balance but it is never overdrawn. On Friday, XX/XX/XXXX I performed my normal mobile deposit of {$2100.00} to cover both loan payments. I received an email that my funds were being held and would be available on XX/XX/XXXX. I reached out to customer service online to inquire as to why and did not receive any explanation, only that there was nothing they could do. I was frustrated but I let it go since the funds would be available before the auto loan due date of XX/XX/XXXX and my mortgage due date of XX/XX/XXXX. I checked on Saturday to see the status and saw that all funds were being held and would not be available until XX/XX/XXXX. I did not receive an email of this change. I called SunTrust customer service today, XX/XX/XXXX to ask why there is a hold and try to get it lifted so my payments would occur as scheduled. I spoke to three different people, including a supervisor and explained that I do this each month and there has never been a problem. My account is established, I am writing a check to myself and there has never been a check that has not been paid. I offered to show them proof of my balance or to wait until the check clears XXXX likely today or tomorrow ) and provide them proof that it cleared my credit union account. They refuse to release my money prior to my loan due dates. I told them this money is strictly for loan payments and asked them to work with me since I have been a customer in good standing for 20+ years ; they refused. I asked what will happen if my auto payment can't be processed as scheduled, they had no answer. They refuse to work with me and I am forced to find an additional {$900.00} so my payment will not bounce and cause fees and interest rate penalties. I will have to get {$900.00} in cash and deposit it to SunTrust prior to XX/XX/XXXX so that funds will be available without possibility of any hold. And they still will not release my deposit, nor tell me why it is being held.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I hired an asset search firm called XXXX to do an assessment of my father 's estate in XXXX. Their site lists XXXX topics covered, and their sample report is 30 pages, and they say it takes a week pre-Covid. I was charged an extra 50 % for more work ; I paid {$1800.00} after a credit. I notified them in early XXXX that my sister had just been appointed executor, and they sent me a report two days later ; they had said a month prior that all the work was done except the bank account search. Their report contained absolutely no information and not a single figure or amount assessing the estate -- a {$4.00} instant report was far more informative. The report was almost entirely document images and the list of such for our family house, whose same list I had sent them, along with other information including record or knowledge of over a half-dozen holdings that was never researched. The report included an unauthorized personal search on my sister with a false and harmful accusation that she said something in an old blog that is not found there. I wrote and told the company CEO that I filed a claim with Suntrust/Mastercard, and he said he would release the report if I did not cancel the claim. I sent an overwhelming amount of information to Suntrust Credit Card Claims but they recently wrote that I was in possession of the merchandise. I called CFPC two days later but was waiting for Suntrust 's USPS mailing that never came, and I only yesterday was able to open their " XXXX '' file emailed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am writing to file a complaint against BB & T ( Truist ) This is not the first time I have had trouble with this bank. The first time I tried to pay a credit card account XXXX XXXX XXXXXXXX ) via electronic transfer and was give payment con- formation and assumed all was well ; so I was surprised when I saw a late charge on my statement and that was when I learned BB & T had cancelled payment saying it was a fraudulent transaction costing me an extra {$27.00} and a ding on my credit bureau, I have yet to receive a refund from the bank. Then in XXXX. I received funds from what I thought from a company I had been hired by in late XXXX a branch of XXXX XXXX XXXX, XXXX a XXXX plus year old engineering company. I had no reason to suspect from this firm, and I have every conversation recorded on Telegram with their XXXX manger XXXX XXXX as well as my employment contract. So once again, I was blindsided by the bank when in XXXX they abruptly froze my account saying I was accepting fraudulent funds. I had done business with this bank for 10 years with no problems, and because I was under the impression I hired by XXXX and I was receiving funds for items I needed for work so I did not question where the funds came from. As a result, I have racked up late charges With XXXX XXXX and reports of late payments on my credit bureau, and as result of this XXXXXXXX XXXX has lowered my credit limit twice and reported such to credit bureau further destroying my credit rating. I had no other source of funds to pay my creditors. As I told customer service and the branch manager, a simple phone call to me ( which I feel I was due as a simple courtesy after 10 years ) and I would have nipped in the bud, and even after I contacted the bank customer service they refused to reverse their decision saying the manger of this department does not like to be overruled ; well as a customer I don't like being treated the way I have been and watch my credit being destroyed through no-fault of my own. I am requesting this bank be heavily fined, me be reimbursed for lost funds and destroyed credit, and the bank be made to help repair my credit bureau, my XXXX XXXX account and my XXXXXXXX XXXX account. The manager of XXXX operations for XXXX has stayed XXXXnTouch still saying their account was hacked. I will be glad to provide you any of the Telegram conversations and a copy of my employment contract. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Georgia XXXX XXXX XXXX, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Deposited {$620.00} cash into Suntrust checking account on XX/XX/2021at XXXX and the money was made available right away and I could see it in my online banking. Today, XX/XX/XXXX I attempted to access my online banking and the account was locked. After calling the customer service number I was instructed to go to the branch and was told my deposit didn't show up in their systems. When at the branch, I was told that they made a business decision to close my account, and that they couldn't see where I made any deposit into my account. They said my balance at closure was {$100.00} and not {$720.00}. The branch banker said I'd receive a check for {$100.00}. I was instructed to visit the branch where I made the deposit and they could fix the problem. After visiting the branch where I made the ATM deposit, they told me there was nothing they could do and I had to call the customer service number. After calling the customer service number again, they claimed they filed a dispute, but gave no timeframe for the dispute, and no timeframe as to when I would see the total account balance refunded to me. I am now in a situation where rent is due in 7 days and I need access to the cash I deposited in my account. I shouldn't have to wait for a check when this wasn't my fault to begin with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32825
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: To whom it may concern, I was sent a response to a complaint that I filed with thXXXX XXXX and the CFPB regarding fraudulent activity that took place with my banking account on XX/XX/XXXX. In this response it was stated, We have no chargeback rights for the remaining incidents ( {$40.00}, {$98.00} and {$1200.00} XXXX because XXXX XXXX followed the specific instructions and performed the service successfully. Yes, the {$40.00} I was initially disputing was returned to me, but service was not performed successfully by XXXX XXXX because the three amounts for {$98.00}, {$240.00}, and {$1200.00} were never successfully sent to anyone or anything and were not supposed to be. The person who scammed my account stole the funds right from my bank account by using my debit card. The person phished my account when they had me delink my phone number from my XXXX XXXX account and made it appear that the funds were sent to my XXXX and they never were. They knew at that point I wouldnt be able to access that account again and used that as their opportunity to steal the funds from my account. SunTrust, now Truist, apparently has reps working for their institution that are in on what these scammers are doing. Not only was I provided with a fraudulent number once, but when I called the bank to report what had taken place another rep gave me another fraudulent number. SunTrust has yet to provide me with an explanation on how the reps obtained those fraudulent numbers. Saying sorry does not cut it. SunTrust needs to take responsibility for what happened and return the {$1500.00} that was stolen from me. I realize that its not like the bank doesnt understand what I am saying, they just dont care and do not want to own up to the wrong that was committed by the reps who represent them. With that being said, I respectfully decline the bogus resolution that was provided to me. I was told by at least two bank managers/reps that the bank would refund me my money and I want my money back. I've provided more than enough information showing that money was never sent anywhere and that the person stole all of my money from my account by using my debit card. I would also like the phone calls that took place with SunTrust on XX/XX/XXXX provided to me as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Getting a line of credit
Subissue:
Consumer Complaint: Im submitting this complaint on the Decline Letter i received, i'm sure the ADVERSE ACTION LETTER will be coming in the mail soon by law, I had to screenshot due to LIGHTSTREAM not allowing any kind of downloading from the email they sent so i apologize for that. LIGHTSTREAM has stated they obtained my credit score from my XXXX report and under the fair credit reporting act I'm entitled to know the information provided to them. I have thoroughly read over the FCRA and I did not find anywhere in that subchapter of a denial of credit in the adverse action section. So I'm confused as to how LIGHTSTREAM denied my Personal Loan? What is credit? The term credit means the RIGHT GRANTED by a creditor ( refers only to a PERSON who both regularly extends, whether in connection with LOANS ) to a debtor to defer payment of debt or to incur debt and defer its payment. I have the right to extend myself credit and use my open ended consumer credit plan. LIGHTSTREAM has run my credit report and my credit card ( social security number ). I have proof from the Inquire I received on my report, making this a consumer credit transaction. A consumer credit transaction is primarily for PERSONAL, family, or household purposes. I've explained where the credit comes from ( me ). I've explained how there shouldn't be any denials of credit ( extend myself credit ). Ive explained how all of LIghtStreams denial reasons are not found in the FCRA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90620
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX XXXX, Assistant Vice President of Executive Services at Suntrust now Truist did not follow the Judges court order. In her letter in responding to prior complaint regarding safe deposit box contents, info is absolutely not truthful or accurate. The contents were not made available for XXXX XXXX to view.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Fall XXXX, SunTrust closed my XXXX XXXXt without informing me. Every time I went to an ATM to try and transfer money into my XXXX XXXX, I was blocked and led to believe that it was an invalid account. Also, during this time, the SunTrust app wouldn't work at the time of an update. My password had been tampered with, so I couldn't get in the system to see what was going on in order to fix it. The lobby wasn't open outside of my work hours, so making it to the bank in time to speak with someone was difficult for me during this time. I was charged over {$800.00} in overdraft fees with zero resolution. One day, finally, I was able to make it into the lobby just before they closed, I spoke with a banker and a teller. The banker confirmed that the app had been updated and some were having issues with it. This is the day when I was finally told my XXXX XXXX was closed. I asked them to provide proof that they sent me a notice ... ..they couldn't. I immediately withdrew all of my money that I thought was in my savings, but found out had been put in a 2nd bank acct that I did not open or knew even existed. While withdrawing the money, I asked the teller if anyone else is having problems with the ATM 's ... ..she said " yes ''. I attempted to speak with a professional from Suntrust corporate, trying to give Suntrust a chance to do the right thing ... .own up to the merger and the destructive domino effect it's had on the customers who bank with SunTrust XXXX Instead of getting a professional, corporate had a woman named XXXX XXXX ( XXXX ) call me. She lied about the merger during our first conversation ... ..completely denied the merge was even happening. She never investigated my complaint based on the time b/t my complaint and her phone call ... .she lied about that too. She blamed me for not figuring out a way to know the details that she knew SunTrust intentionally kept hidden from me. I asked her for proof that they attempted to let me know about the closing of my XXXXXXXX XXXX and she kept changing the subject while continuing to ignore my question. Also, she could not provide an explanation as to why my XXXXXXXX XXXX continued to work for at least 2 weeks meanwhile charging me an excess of $ XXXX {$900.00} fees in overdrafts. I had no alerts, and no way of accessing my bank account to see that SunTrust had closed my savings. I had no way of knowing that they opened up a 2nd XXXX XXXX then moved my XXXX into the XXXX checking acct without my knowledge and authorization. Meanwhile, ALL of their online banking/apps/atm 's were NOT accessible, and I worked during the lobby hours. I did NOT appreciate XXXX XXXX and SunTrust attempts to blame me ( the customer ) for their obvious unethical behavior and unwillingness to make it right. Nor do I appreciate XXXX XXXX 's blatant lying about the existence of the merger ( recorded in phone call Fall XXXX ). I am still having issues with SunTrust blocking my access to oversee and monitor my own bank account. Again, online banking and the mobile app are not working. I called earlier this week about the online issue. A nice man was trying everything possible to help me. His last resort was for me to clear out cookies on my entire desktop. Since I use my home computer for multiple purposes, I didn't think that was a good idea. I asked to speak with someone from corporate, so he kindly sent my information to corporate. Well, XXXX XXXX called me. She was just as rude, disrespectful, and unethical as she was the first time we spoke in XXXX. She again blamed me because I wasn't willing to clear cookies on my entire computer and risk wiping out everything on my desktop ( recorded phone call XX/XX/XXXX ). In addition to the aforementioned issues, transactions that I blocked were allowed, deposit and withdraw dates/times were switched around, I believe in an effort to collect additional overdraft fees. My numerous attempts to address these issues and seek reimbursements have been futile. SunTrust has taken zero accountability. On Saturday, XX/XX/XXXX ... ..I called the SunTrust XXXX XXXX XXXX in XXXX, GA ( XXXX ) and spoke with XXXX XXXX XXXX I wanted to meet with the XXXX today and try yet again to sit down face to face to discuss what is going on with my account. I'm still unable to access and manage my bank account via the mobile app and online banking. I explained to XXXX XXXX that I'm getting text messages indicating there have been charges ( un-authorized ) and overdraft fees. I haven't used my XXXX XXXX nor have I approved any transactions. SunTrust has blocked me from accessing my online/mobile app so I have no idea what's going on. XXXX XXXX wanted me to wait until the following Monday, XX/XX/XXXX to meet with her. Meanwhile, SunTrust continues to allow my bank account to be vulnerable to un-authorized transactions and accumulate enormous overdraft fees. Again, I tried to explain to XXXX XXXX why I needed to meet with her today. I told her this has been an ongoing issue, and that I have already filed a complaint with XXXX XXXX XXXX responded that she wouldn't be able to help me with my bank account since I filed a complaint with XXXX She said that XXXX will be the one who needs to help me resolve this issue with SunTrust ( my current banking institution ). *All proof of documents, records of phone conversations, screenshots, etc. can be sent via email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31909
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I received a payoff letter from XXXX XXXX XXXX XXXX. This is from a auto debt with creditor XXXX XXXX XXXX. The letter states that I have 30 days from the date listed on the letter to accept a payoff amount of XXXX. I spoke with a customer service rep named XXXX about the payoff amount and try to negotiate a lower amount. After several calls with her and her supervisor I made a payment with XXXX XXXX in the amount of XXXX and setup a payment arrangement for the balance of XXXX. This balance would be paid over 6 months in the amount of XXXX. I was told that an email would be sent with a confirmation of payment as well as the payment arrangement we setup. Unfortunately, after XXXX hours I never received an email so I called back spoke with XXXX. He informed me that the payment arrangement made could not be honored per his supervisor and I had to pay full payoff amount. I stated to XXXX that we had a verbal contract the company 's pre-recorded conversation. Which legally bines them to the payment arrangement made between XXXX XXXX and XXXX. As of XX/XX/XXXX this organization has report a balance of XXXX owe to the credit bureau. Please advise if you are able to assist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60490
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Fraudulent accounts were opened using my identity. Delete these fraudulent accounts from XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A