Date Received: 2021-04-22
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/2021 I received a debit card and a PIN number under separate cover from SunTrust. I called them and told them I did not have an account and they said it might be fraud so they closed the account and gave me a case number. The following day ( XX/XX/XXXX ), I received 9 separate envelopes in the mail with starter kits for 9 different accounts SunTrust had opened in my name. I called them and they told me they could see the accounts and that they would mark them for fraud. They then told me they would reach out to me if they had any more questions. I explained to them that I was not satisfied with that response and could they please explain to me how this happened. The employee could not explain it to me so I asked to speak with a supervisor. She put me on hold for quite a while at around XXXX XXXX. I held on the phone and at XXXX XXXX, my call was disconnected. This makes me question whether my call was dumped at 5 when the employee was leaving for the day. I called back on XX/XX/XXXX at XXXX XXXX and spoke with a XXXX. She explained I would receive something in the mail. I told her that was not sufficient and that I would like to speak with a supervisor. She connected me to an employee named XXXX who pulled up the accounts in question and explained to me that there were 9 accounts : 3 were checking accounts, 3 were savings accounts, and 3 were money market accounts. He said they were opened online. I asked how they could have been opened if Suntrust had been properly following their Customer Identification Program ( CIP ) as required under the USA Patriot Act. He told me he was not fraud trained and he would get me over to someone that was. XXXX transferred me to a XXXX - I explained the situation and she said she could not help me. I asked for her supervisor and she transferred me to an employee named XXXX. I explained the situation in length to XXXX. She kept repeating that she " knows how I feel '' and that she is " sorry that this happened to me. '' I told her that my feelings aren't the issue. This issue is how these accounts got opened and what Suntrust used as identifying documents as required by Section 326 of the USA Patriot Act. 31 C.F.R. 103.121 ( b ) ( 2 ) ( ii ) -- addresses customer verification which should have applied in my situation given that I fit the description of a " customer '' as defined by the Act. It states : The final rule provides that a banks CIP must contain procedures for verifying the identity of the customer, using the information obtained in accordance with paragraph ( b ) ( 2 ) ( i ), namely the identifying information obtained by the bank. This paragraph also states : A bank need not establish the accuracy of every element of identifying information obtained but must do so for enough information to form a reasonable belief it knows the true identity of the customer. My question for Suntrust was : what did you use, through your online account opening system, to form a reasonable belief that you knew the true identity of the customer. My complaint specifically is : Suntrust is not complying with required Know Your Customer ( KYC ) requirements under their Customer Identification Program ( CIP ) as required by the USA Patriot Act. I specifically addresses this issue with XXXX who told me that she would " make a note in her file stating what I was saying. She refused to tell me how this person opened these accounts in my name and she also refused to explain to me how Suntrust was in compliance with KYC/CIP requirements. I asked her to let me speak to someone in her Legal Department or Compliance Department to discuss the matter with them. She stated that neither Legal nor Compliance speaks with the public. I then asked to speak with her manager and she stated that there was no one else I would be able to speak with. I asked her to have someone reach out to me within the next 24 hours otherwise I would reach out to the CFPB and/or FinCEN to seek assistance. She was not familiar with either organization. Please look into how Suntrust is opening accounts through their online process. I submit to you that they are not in compliance with the USA Patriot Act requirements and it puts consumers at risk. I actually have blank checks for some of these fraudulent accounts and I am sure that the fraudsters plan to order checks and then pass bad checks on these accounts. Also, it should have been a red flag to Suntrust that 9 separate accounts were being opened in one person 's name. These accounts could be used for money laundering purposes to hide ill-gotten gains or to help finance terrorist organizations. 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: VA
Zip: 239XX
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: BB & T charged me a fee ( Service Assessment Fee ) on transaction that was voided a few days later, I tried many times to get a fee refund, but they have managed to dodge my petition. Attached letter explain in detail what happened. Also I'm attaching papers supporting my claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34769
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have complained to Suntrust about the monthly fees charged to my various accounts many times over the years. The bank representatives changed the setting in its system and promised me no more fees in the future. But after a few months, the fees re-appeared again. I have been with the bank over 10 years and maintained high balances on the various accounts. The bank classifies me as " premier customer '' due to the relationship but treated me badly. Recently regarding the fees, I have contacted a few bank representatives ( my premier banker, branch managers, etc ) via emails, texts and calls multiple times but got no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34135
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: BB & T took money out of what I got from the last stimulus ; I figured this was to pay back where I was over drafted so I figured ; fine. But now like a month later Im over drafted XXXX $ that they already took out!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Mutiple credit inquiries were created without my consent or knowledge. I called all companies XXXX in regards to the inquiry and asked that it be removed due to it not being authorized by myself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This company called me without sending a letter regarding a debt from BB & T or XXXX and I have never made any transactions or business with this company. Therefore, I request that this company stop and cease all communication methods with me. Additionally, I request you to delete this account from your company and that you remove from XXXX, XXXX and XXXX if you reported this account to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32548
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have never had an account with Suntrust bank in XXXX, Tn. For some reason they opened an account then closed it, both with out my permission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: To whom it may concern, i was working on refinancing my loan back in XXXX and XX/XX/XXXX, my refinance was finalized in XX/XX/XXXX and my mortgage for 2 properties were paid off in XX/XX/XXXX. Originally, the refinance was supposed to be finalized in XX/XX/XXXX but was delayed 1 month. I made my mortgage payments for both loans for XXXX as soon as I found out that the closing is not happening until XX/XX/XXXX. I paid both mortgages from the same back account on XX/XX/XXXX. Both payments went through and I received a confirmation. only to find out on XX/XX/XXXX that my payment to Suntrust was returned, I called Suntrust and they couldn't find the issue so they submitted a new request and the payment went through. I don't understand how the payment for 1 mortgage went through but not the other. I had over $ XXXX in the account I paid from. Both accounts were paid off on XX/XX/XXXX. I don't think it is fair for me that my credit score is ruined by over XXXX points because of this mistake. I had the money to pay my mortgage, i made my payments within the month of XXXX and both mortgages were paid off on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied for a construction loan in XX/XX/XXXX through BB & T/Truist of XXXX XXXX XXXX. Disposition of the loan was in XX/XX/XXXX. During the mortgage application process, BB & T/Truist suggested I comply with their request which would have had me giving them fraudulent information. The issue began with 2 years permanent residence history which I provided. BB & T insisted I was lying and even told me I was lying in email. They insisted on pulling new credit reports within weeks of each other to find this supposed residence which was a vacation rental. I requested several times in several manners and even escalated to a manager an explanation of why they needed to pull our credit twice in the same month. I never received a valid answer. The bank insisted I explain an address on my credit report which I did but they wanted to hear none of it. They went as far to tell me I was not in my house in XXXX up to and through the closing of the sale. I offered to the bank no less than 10 evidentiary documents showing we were residents of and I was present at our house up through the day of close. The bank insisted I explain a vacation rental as a permanent residence which would have been fraud. The address has been subsequently removed from my credit reports but the Bank wanted to hear none of it. The bank threatened to decline our loan application unless we fabricate documentation about an address. Ultimately the loan was declined as I refused to fabricate/falsify information on our loan application. At one point during all of this the bank even asked me to explain why BB & T had an inquiry on my credit. So we are out significant money for the application not to mention the rate changes from lock to now.
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: 2021-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been having several issues with this bank since suntrust bought it. I have been charged just in the last month over XXXX dollars in XXXX fees. I have a secured credit card and an overdraft protection on this account and they charge me overdraft fees and then credit my deposits this bank is horrible.
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: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A