Date Received: 2021-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During Covid, my husband and I elected to proceed with a payment deferral on our mortgage. XX/XX/XXXX, We received and signed paperwork to restart payments in XX/XX/XXXX. We resumed payments as we agreed in XX/XX/XXXX, today there is over {$10000.00} in a funds held account that Have not been applied to our mortgage despite my near weekly calls since XXXX. I received a multitude of responses such as the payment deferral is being processed or after three or four more payments the payment will be applied appropriately. We were assigned a home preservation specialist. I have sent him numerous emails with only one return phone call back. To date, over 90 days after my initial call and over five months after I returned the paperwork, no updates have been made to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59404
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was offered a Covid 19 forbearance on my mortgage payments for 6 months. They informed me that the 6 months of payments would be attached to the end of my loan. They stated that at the end of the 6 months I would receive documents in the mail to sign and have notarized. When the end of the 6 months approached I called them to make sure everything was in order. They assured me that everything was fine and that they would be mailing the documents shortly. After a week I called them again as I had not received the documents. They informed me that they were behind and not to worry, they would get them out as soon as they could. I was also told not to resume any mortgage payments. After a couple of more weeks passed I called them again. They informed me that the documents were sent out weeks ago. I informed them that they never arrived. I was told that they were having problems with the USPS not delivering documents. They told me that they would resend the documents and email them to me to be assured that I would receive them. A couple more weeks go by and I call them again. This time I'm informed that the documents were never sent or emailed to me as they weren't ready. At this time they also inform me that adding the 6 months to the end of the mortgage is not an option. I either have to make a balloon payment at the end of the loan or accept a new 40 year mortgage. I informed them that this is not what I was told. They also informed me not to make mortgage payments as it would throw off their math. I asked to speak to a supervisor. They informed me that it's not possible to speak to a supervisor. I went ahead and resumed making mortgage payments. I want all forbearance actions ended immediately so that I can refinance with a different lender as I've had enough of the fraudulent actions taken by the lender. It's an 855 phone number so every time I call I get a different person. I've actually spoken to people in different countries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I received my first mailing from SunTrust in the summer of XXXX. I had never heard of this bank, they have no branches where I live, yet they sent me information about a checking account I never opened. At that point the balance in the account was XXXX. I called them and asked them to close the account and thought that was the end. But in XX/XX/XXXX I received a statement again showing a XXXX balance but now there was a {$3.00} for the paper statement. I wrote to their fraud department to explain I never opened the account, refused to pay the {$3.00} and again asked them to close the a count. On XX/XX/XXXX I received mail from SunTrust XXXX XXXX saying the account has been closed but there is a charge of {$47.00} for this. Again, I never opened any account with this bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job last year due to COVID, along with my partner losing hours with his job because of the pandemic and job site closings. I submitted a request to Suntrust ( now Truist ) for COVID-19 relief, which put my loan into forbearance. I was very lucky to find a job pretty quickly after losing it, and around the same income - and the relief that was provided to me was enough for me to get back on my feet. During the process, Suntrust sent me SO MUCH communication. In fact, they sent me two packages of relief to come out of forbearance that I signed - and as you'll see by the dates on the package - they came to me in a matter of a week, which led me to believe that I needed to fill both of them out. What I've come to find out is that one of them is a partial claim - which I had notarized, that would have my mortgage payment starting this month - which I wasn't ready for. I then got another package in the mail - which told me I would start trial payments on XX/XX/XXXX - that's the one I wanted ( and apparently is through HUD ). When calling Suntrust - and having spoken to one of their associates - who led me to believe that I was in the WRONG for filling out both - and didn't take responsibility for sending confusing notices - I'm now on the hook to pay my mortgage back this month and I'm already 16 days past due and told the associate that XXXX and the other package I filled out was the one I preferred - so that I could get relief and find stabilization during all of this. I've requested twice to speak to someone that makes decisions at Suntrust on why this can't be changed to the 2nd package ( trial payments with HUD ), and why Suntrust would send me two conflicting things in the first place. Now I'm worried that because I followed THEIR directions to fill out two different applications ( when I thought it was one and the same ) - this is going to 1 ) negatively impact my credit score ( where I have an excellent one ) and did everything the right way in contacting them when I needed help, something they've boasted about doing - only now telling me that can't help me and 2 ) that my house is at risk - THIS IS OUR HOME. If this doesn't get settled here with the CFPB, I plan on taking this to the news. This is absolutely absurd and feels like I was duped - and even the woman on the phone said she didn't understand why they sent me two different loss mitigation options - that it shouldn't have happened ( please, ask Suntrust for the recordings of our telephone calls ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
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 disputed a charge XX/XX/XXXX and was told it would take 30 days. It was for XXXX dollars. Made in XX/XX/XXXX. I took a pair of frames to an eye care place. They didnt put the right lenses in the frames, refused to fix it when I told them when I picked up the glasses,, then lied to me and told me they put in a product that they didnt even put in the lenses. I need to have glasses for driving and have an extreme sun sensitivity which is why I wanted the dark dark transitions made for driving to start. This is not what I got and the prescription wasnt even done right. One lense was blurry the other side was magnified more than the prescription The merchant refuse to email me back or fix it when I told them when I picks the lenses up. The frames I owned prior. I emailed the merchant and called several times and kept getting the run around and they refused to refund my money I filed a dispute with sun trust XX/XX/XXXX and was told it would take 30 days. They did not even give me a credit as is usual policy. Its been past 30 days and I am asking for the bank to release the funds so I can go somewhere else and get new lenses. The right ones
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24112
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an online checking account with Suntrust Bank on Sunday XX/XX/2021. On Monday XX/XX/XXXX I went into the local Branch located at : XXXX XXXX XXXX XXXX, NC. On that day I met with a bank representative who suggested that I open a money market savings account so I did. I made my first deposit into the checking account in the amount of {$500.00} cash. I returned to the bank on XX/XX/XXXX with another cash deposit of {$500.00}. On XX/XX/XXXX at XXXX am I made a cash deposit of {$1500.00} and I returned later that day with another {$1500.00} deposit via check that was made out to me as a personal loan from XXXX XXXX XXXX, XXXX. After receiving my debit card in the mail on XX/XX/XXXX I went back to the back and made another {$500.00} deposit. I left the bank to see if my card was activated and found out at that point my account was frozen. To my surprise ... ..especially since the bank continued to take my money for 8 days straight and never once said there was any problems with my account. On XX/XX/XXXX I had a payroll direct deposit of {$1200.00} that went into that bank as well to total {$5700.00} No one from SunTrust Bank will give me any answers as to why my account was frozen and why they continue to hold my life savings. I am a XXXX years old XXXX man trying to nest egg money to survive throughout this pandemic and this bank has taken every dime that I have without due process. After some deliberation I didn't know what else to do except perhaps notify the local media in hopes in getting some answers. Which is why I pray that your agency can help me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28270
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I started to dispute this account last year before the pandemic hit in 2020 and this negative account has been reporting on my credit file. This company keep reporting to the credit bureaus that I account is mine but they never show actual proof to me nor credit bureaus. This is affecting my ability to obtained credit and from buying a home. This company has sold debt, and doesn't have the proof that I own debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I call XXXX A call excuse for not attending my lone I request YEAR RND STATE MENT for this lone said : will be sended to fax numbers I dont have fax number Never response XXXX extension XXXX home preservation client representative XXXX XXXX XXXX I paid off I need my the year end statements for tax purposes Never response
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am contacting CFPB for the third time due to issues that I am having with SunTrust bank. My latest issues are as follows : First, I requested that SunTrust Cease and desist from sending persons to my home to invade my privacy and harass my family. In my complaint in XX/XX/XXXX ( complaint # XXXX ) I specifically asked SunTrust to contact me via e-mail, phone, US Mail, but not in-person. On XX/XX/XXXX, I submitted another complaint ( XXXX ) after an agent came to my home snooping and taking pictures through my blinds. The representative went ahead and placed a cease and desist for ALL COMMUNICATION on my account! In my feedback, I specifically stated I did not request a cease and desist to all communication, just in-person. However, I have not heard from SunTrust regarding a resolution to this issue. Second, In my last complaint ( XXXX ) I stated I was overcharged around {$1600.00} by SunTrust. The representative stated it was because I was also billed for XXXX on XXXX 's billing statement. This has NEVER happened before. However, I received XXXX 's statement and, as I suspected, the charge was not related to me being billed for XXXX XXXX see attached ). I should only have a total of {$12000.00} for the time I've been in the forbearance program. I am overcharged and SunTrust is trying to avoid an explanation for the additional charges. The rep 's reason for the additional charge was debunked by XXXX 's statement. I have not paid for 8 monthsXXXX = {$12.00}, XXXX and not {$14000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I deposited a check for XXXX in my checking account at Suntrust Bank in 2018. A few days later money started to disappear from my account. The bank issued me a new card a few times [ at one time money was taken and I had not even activated the new card } Close to {$10000.00} was taken by fraud from my account. They were XXXX purchases which I told the bank I never used and no one had access to my card, I told the bank that the check was a settlement from my husbands death. : I was never notified when these purchases were made. The dates areXX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX.XX/XX/XXXX,XX/XX/XXXX/ On many dates there were multiple purchases. Every claim I filed was denied. Many times I had to call to reclaim as Sun Trust never sent the paperwork for me to sign for a claim. The amounts are as low as {$2.00} and as high as {$800.00}. The purchases were made from the XXXX coast and I am on the XXXX coast.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A