Date Received: 2021-03-29
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 filed a bankruptcy petition on XX/XX/2020. Several creditors closed my account per policy even though they were not listed in my bankruptcy petition some of the accounts updated as close/payed as agreed, other accounts that were listed under bankruptcy by mistake, when they were not listed in the petition agreed to update or remove their accounts from the credit file because the accounts were at a XXXX balance when they received the notice. I have filed multiple disputes with SunTrust Credit Card Services and XXXX. SunTrust stated that they had to close my credit card account after receiving notice and this was per their policy. SunTrust continues to report my account inaccurately as they claim my account was discharged through a chapter XXXX bankruptcy, the company is also reporting the closed account as being continuously delinquent every single month which only updates itself the following month so it stays delinquent for 30 days until the next month in which it erases itself from the previous month before and update as delinquent again in the current month even though SunTtrust reports the account as closed. SunTrust is refusing to remove the bankruptcy tag and has failed to show any proof or documentation other than the initial notice they received as public information from the US Bankruptcy Courts just as the other creditors received as a courtesy. SunTrust Credit Card XXXX was not listed on the creditors matrix as an account to be discharged in my petition. When I asked SunTtrust to remove this inaccurate information, they stated they could not remove the bankrutcy tag in their system and only could provide me a copy of a XXXX balance letter, stating the at the time they received notice of petition filed on XX/XX/2020 the account was at a XXXX balance. XXXX claims the letter only supports the account was at a XXXX balance but does not state they request the account to be removed therefore, XXXX refuses to remove the account or remove the negative reported inaccurate information. Whenever I file a dispute with XXXX and a investigation is conducted the investigator states the account representative always reports what is in their system that the account was discharged in chapter XXXX bankruptcy, which they ( Suntrust ) admitted they can not remove this tag from the system, therefore information reported from this creditor will continue to report inaccurate information unless they ( Suntrust ) agree to delete this credit card account from XXXX. I submitted this XXXX balance letter provided by SunTrust to the other two credit reporting agencies XXXX and XXXX, and it was sufficient enough to remove this account from the credit files I listed above, but XXXX says this XXXX balance letter it is not sufficient and this is why they have not removed the account. They claim this letter simply updates the account as XXXX but does showcase the creditor is asking their file to be deleted. This is why I am also making a complaint about XXXX as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: SunTrust Mortgage began collecting escrow without notifying me. They then put 5 months of P & I payments into a " suspense '' account and reported me as {$13000.00} behind in payments. I never missed a P & I payment and they never communicated to me that they began collecting escrow ( for flood insurance ) or that my account was considered multiple months past due. Only after I called to get my 1098 tax form did they inform me they were collecting escrow and that my account was past due. The entire issue was SunTrust 's fault for not communicating escrow requirements to me. I filed a previous complaint and they finally looked into the issue and admitted fault for not communicating. They corrected all my payments and refunded late penalties, but, for some reason not clearly explained, they refuse to correct my credit report and claim that it is accurate. SunTrust is basically holding my credit score hostage to prevent me from refinancing the mortgage as rates are at record lows.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: XX/XX/2018 an electronic payment was made from my BB & T checking account to XXXX XXXX mortgage. This payment was made from a newly opened checking account as previous checking account was under investigation due to fraudulent activity. My records indicate that the electronic payment of {$770.00} was made over the phone with a XXXX XXXX customer service representative, but XXXX XXXX does not have a recording of the call or any notes. BB & T after some investigation, sent a fax to XXXX XXXX detailing the transaction. BB & T stated that the payment was made via the BB & T bill pay system-I was not aware of the details that BB & T sent to XXXX XXXX XXXX BB & T did not send me the information. I had requested from BB & T details of the transaction and explained the discrepancy. The customer service representative stated again that the payment was made through their bill pay system. The first time a person uses the BB & T bill pay system, that payment is sent via paper check. BB & T does not have any record that a paper check was sent, and the representative could not find any other bill pay payments that were sent, that would have been the first and paper check sent. The BB & T representative stated that no further details could be provided or researched as all of those records have been destroyed. My understanding was the banks were required to keep records for 5 years. This information is imperative as the alledged fraudulent activity on my checking account, BB & T confirmed the fraud. After opening a new checking account, the old checking account that the fraudulent activity happened, BB & T stated that I had to leave that account open. In doing so, and the fact that my payroll deposit could not be rerouted or stopped for XXXX days, additional monies were deducted from the account. My records indicate the name of the XXXX XXXX customer serv rep I spoke to when I made the payment, but XXXX XXXX does not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I haven't received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I entered into a consumer credit transaction with Regional Acceptance Corp. I received a letter from XXXX XXXX XXXX XXXX stating that this account has been sent to them for collection. Upon receiving this letter, an affidavit, debt validation and cease and desist letter were sent to the address provided on the debt collection letter. Also, after investigating this letter, I noticed there were violations and federal rights being disregarded against me as federally protected consumer. According to 15 USC 1692k ( 2 ) ( a ), in the case of any individual, such additional damages as the court may allow, but not exceeding {$1000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
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 XXXX 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: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This complaint is regarding BB & T ( Now Truist ) Handling of a Mortgage. This company and their Loan Office XXXX XXXX ( XXXX : XXXX ), are apparently not in business to write loans and do banking. They appears to be in business to amass misc. fees from unwitting decent people they promises things to and later retract on but do not return the fees. - XX/XX/2021 Applied for a Prequalification from BB & T ( Now Truist ), I specially specified the Condominium I was looking for a property in. - XX/XX/2021 Received notice of Approval of Prequalification from BB & T ( Now Truist ) - XX/XX/2021 : Executed Contract of the Property is signed. With a closing date of XX/XX/2021. - XX/XX/2021 Received official Loan Estimate & Initial Loan Package : At this point the Address and Condominium Association are well know and the Loan Officer has verbally confirmed that they will be able to write the loan. - XX/XX/2021, Appraisal XXXXee & Credit Report Fee : The bank and their loan officer have started to amass misc. fees on the agreement that they will be able to write the mortgage loan. {$480.00} for an appraisal fee, {$29.00} for a credit report, {$250.00} for a Condo Verification Fee. - XX/XX/2021 : Homeowner 's Association Question Letter is received by the bank. - XX/XX/2021 : Less than two weeks before closing and the Bank is suddenly saying it can not write the loan given that the Condominium is a Condo Tel. The Condominium is not a Condo Tel. - XX/XX/2021 : Request for refund for {$760.00} to BB & T ( Now Truist ) employees XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. At this point the Loan Officer XXXX XXXX has stopped responding to my phone calls. - XX/XX/2021 : I reached out to XXXX XXXX, Branch Manager and Market Leader VP from BB & T ( Now Truist ) who referred me to XXXX XXXX. " I have forwarded your concerns to our Mortgage Representative, Mr. XXXX XXXX. '' - XX/XX/XXXX : Multiple Letters and Clarifications are provided to confirm that the condominium is not a Condo Tel. This includes a letter from the Property Manager of the Condominium Association, which clearly states that no units are classified as a condo/hotel. - XX/XX/2021 : The Loan Officer XXXX XXXX, does not provide a digital letter of denial. Even when requested by a new Loan Officer, impeding loan proceedings in my attempt to secure a Loan from alternative sources. - XX/XX/2021 : At this point I've made multiple good faith attempts to obtain satisfactory resolution of the problem relative to this transaction, no refund has been issued. On XX/XX/XXXX request is sent to BB & T ( Now Truist ) employees XXXX XXXX and XXXX XXXX to confirm that they have exhausted all avenues to reimburse me for the {$760.00} they have charged to my credit card before I file a complaint with the CFPB. BB & T ( Now XXXX XXXX declines to reimburse. These are not good business practices and I am sadly not the first person that BB & T ( Now Truist ) does this to. I was very clear about what I was buying and where. There were no misunderstandings. I was pre-approved for that specific address in that specific community. I was promised a loan, it was put in writing by BB & T ( Now Truist ). Only thereafter did BB & T ( Now Truist ) bill me a huge amount of money for services related to a promise they did not deliver. This is not acceptable, it is unethical, immoral and outright theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02122
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I. XX/XX/2021 I was unable to login in to my account and was ask to call the bank and when I did I was told they couldnt tell me why it was locked but that I needed to go by a branch to prove my id. I told them that this was hard to do since Suntrust had closed a number on there branches and that the closest one for me was 45 minutes away. I did make the drive and the teller was able to unlock the account but again I was told they could not tell me why the account was locked. I then went to a BB & T because the Suntrust branch shares and branch manager, again I was told they could not tel me why it was locked. In XX/XX/2021 I was notified by XXXX that someone had opened an account using my SS number and after some research I found out this had happened on XX/XX/2021. I called Suntrust and again I was told that they couldnt give me any information. I have filed an police report but havent heard anything back yet from Suntrust or from the police. I would like some answers but Suntrust will not give them to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27278
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: i disputed this inquires on XX/XX/XXXX, it has been more than 45 days and still no result.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am not responsible for the fraudulent disputed balance and or interest charges associated with this account from Branching Banking and Trust ( BB & T ) I am requesting for this account to removed from XXXX XXXX. This account has been written off and disputed on many occasions. I am not responsible for this balance in the amount of {$630.00} for this account # ending in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33157
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A