Date Received: 2021-03-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: I lived in XXXX and lately I have been scammed online. I was paying a XXXX XXXX for a package of online for a friend. Unfortunately, it turned out that the whole situation was a scammed. I made an initial transaction of usd {$3000.00} sending to an account given but made a mistake written my name as the receiver. I cancelled immediately on the same day at my bank ( in a couple of hours ). This occurred on XX/XX/2021 and the banking process was finalised on XX/XX/2021 that the account holder will not release my money. I have spoken to Suntrust Bank, I was unable to solve the issue. I have lost usd {$8600.00} to the scammer, the total amount requested which I can not contest as I have sent in his name but the first transaction was sent wrongly under my name and the bank should have hold onto the money as requested by the sender ( me ). Please help me to expose these scammers and return {$3000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I recently reviewed a copy of my credit report on XX/XX/2020 noticed that were unauthorized, inaccurate, or made in error. Should any of these companies claim to have pulled my credit report validly, then it is within my legal rights to ask for verification details : 1. The name and job title of the individual who pulled my credit 2. The date they claim to have received my permission to pull my credit 3. The method they claim that I authorized them to pull my credit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33069
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After taking a 20 % cut in pay and my spouse taking a cut in pay during the 2020 pandemic, we managed to pay all our bills on time, like always. It was catching up to us and it was time for XXXX. So, around XX/XX/2020, I called to ask if they had a 1 month forgiveness program for customers in good standing. They told me they did not but, they had a Covid forbearance program to move 3 months payments to the back end of the loan agreement. No fees, no interest. Those missed payments would be a balloon payment at the end of the loan. I was told this could be handled over the phone with no application. No paperwork to fill out. No hassle. Just a simple verbal request. I hesitated to agree because I did not need to ( or want to ) miss 3 months of payments. And, I was concerned about the simplicity of it ... it sounded to good ( easy ) to be true. Boy, was I right! As soon as I agreed to the forbearance over the phone, here come all the letters in the mail. Bombarded with letters from Suntrust. Including letters that said we were behind on our payments. I called. I called each time I got a letter saying we were behind on payments. There was always a lot of confusion on their part. It was easy to see that one department had no idea what another department was doing. Their left hand didnt know what their right hand was doing. I sat on hold for a hours, accumulatively. I don't recall all the details of each call because there were too many with too many issues. I had problems with being on hold too long, and getting callbacks where I could hear the agent because of a bad connection. Call backs were dropped when I answered, at least 2 calls had horrible connections so I couldn't have a conversation as the CS agent kept cutting in and out. Each time I was able to talk to someone I had to explain I agreed to a covid relief forbearance, and it was always the same answer. No problem, I'll take care of it, I'll update your account. Still, the letters kept coming ... .including unpaid notices. Each time, I would call to resolve the issue. It was always painful to call either due to hold time or bad connections and having to explain myself each and every time that I agreed to a forbearance. After about ( at least ) 15 different letters from them in the mail since XX/XX/XXXX, I finally received an agreement letter in the mail to move those payments to the back of my loan. When the forbearance started and ended varied depending on who I talked to, or from letter to letter in the mail. I found out that I could place 1, 2, or 3 months payments in forbearance. I chose two. The agreement they mailed me was wrong again as it said we were skipping 3 months, not the 2 that we opted for and told them over the phone thats what I wanted to do. My spouse faxed the agreement to them after calling them and stressing that the paperwork we are sending them is for 3 months, not 2. They told us not to wait for another letter in the mail. They would correct account to reflect 2 months. About 10 days after that, I get a call from Suntrust on XX/XX/XXXX. It was an attempt to collect a debt call. This entire process has been a beating and borderline harassment. Theres not an email address to send them a note. If you ask for a supervisor, you are put on a list and the supervisor will call you in about a week. I know Im leaving out a lot of details and would be happy to answer any questions you have about this complaint. I told the caller on XX/XX/XXXX to note my account that if I receive another call or get another letter in the mail, I will move my loan to a different company. Im at wits end. I want the harassment to stop! I pay my bills on time, always! Im embarrassed to get calls and letters like this. I agreed to a forbearance program and have had nothing but constant aggravation from my lender, SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76053
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My name is XXXX XXXX. I opened my first BB & T account on XXXX the XXXX. I have been with XXXX XXXX XXXX XXXX for 15 years and wanted a back that I can use face to face. After depositing {$8000.00}. I had to use XXXX in the app to send my family member {$1000.00}. Once I tried to send the money, BB & T froze my account and will not tell me the reason or provide me a time frame of their investigation. I was laid off and that money was something keeping me afloat. I need that money for housing, food and bills. Could someone help me. XXXX XXXX XXXX - XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: XX/XX/XXXX : Open checking account with SunTrust using promo code XXXX. The terms is " Earn {$200.00} for opening a new SunTrust Essential Checking account. Then, within the first three full months after opening the account, complete at least {$500.00} in Direct Deposits*, per statement cycle, for two consecutive cycles**. '' ** Activity included on a partial statement will not be evaluated. The first 3 full statements will be evaluated for the Direct Deposit qualification. I have received 3 statements so far : The first statement is from XX/XX/XXXX to XX/XX/XXXX : In this statement period, I have direct deposited {$1600.00} twice. The second statement is from XX/XX/XXXX to XX/XX/XXXX : In this statement period, I have direct deposited {$1600.00} twice. The third statement is from XX/XX/XXXX to XX/XX/XXXX : I did not direct deposit in this statement period. Based on the above, I fully believe I satisfy the requirement of " within the first three full months after opening the account, complete at least {$500.00} in Direct Deposits*, per statement cycle, for two consecutive cycles**. '' My first and second statement both has direct deposits. However, SunTrust claimed that I did not satisfy the requirement by not making any direct deposit in the third statement. This does not make any senses because the offer only requires Direct Deposit for two consecutive cycles within the first three full months. SunTrust disqualifies me for the {$200.00} bonus
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30605
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
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 shared a depository account ( BB & T ) with a girlfriend. After we broke up, I closed out our joint account. At that time, there were no pending or outstanding checks. Unbeknownst to me, my ex-girlfriend wrote a small check for {$14.00}. Since the closed account had no funds in it, BB & T Bank covered the check with overdraft protection. The date of the check was XX/XX/20. BB & T should NOT have funded a closed account with the overdraft protection. They should have notified me, or my ex-girlfriend. Since the account was closed, and I had already moved to another state, I was not receiving bank statements, or ANY other correspondent from BB & T. I later learned from BB & T, they made no attempt to contact me about the matter. My cell number was still valid. BB & T proceeded to charge me interest and late fees, despite the fact they funded a closed account and never attempted to contact me. When I finally received a call in XXXX, I immediately paid the total outstanding amount owed of {$45.00}. BB & T has reported a 60 late on my account, which has dropped my credit scores over 100 points. This has prevented me from refinancing my veterans administration ( VA ) mortgage. Other than their negative credit rating, my credit was excellent with credit scores in the upper 700 's to low 800 's. I tried to have them remove the late charge, but they refused and suggested I contact the credit bureaus and dispute it. They are the creditor and I was disputing it directly to them. My new loan officer tried to have them remove it, and he was also denied. My account number was XXXX BB & T knew the account was closed and should have picked up the phone to call me. Had they done so, I would have immediately covered the charge. Instead, they ignored it, which was to their financial benefit. To make matters worse, they destroyed my excellent credit rating by reporting me 60 days late to the credit bureaus. Each time I contact them, I'm told, " there's nothing we can do. '' They are the creditor and they can remove the 60 day late from my credit profile, which would restore my credit rating. Even with my numerous deployments to war zones, I was never late on any obligation. Now, my great credit rating was damaged, because BB & T was too XXXX to pick up the phone. Is this the way BB & T treats XXXX vets??
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: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposit a check at BB & T Bank on XX/XX/2021. They advise me that the funds would be available on XX/XX/2021 because its was a seven day hold. On the XX/XX/2021 after I deposit the check I was advise that my account will be close due to fraudulently activity. In funds will be available on the XXXX and I have 10 business days to withdraw funds or they will mail me a check. Went BB & t on the XXXX was advise that cant receive funds because it wasn't collect from the bank check was draw under. I waited the proper time frame now they telling me I need to wait addition three business days. They advise me that one individual is in control of me receiving me funds and I have to wait. Just don't understand if I waited the proper time frame. Contact that party that issue me the check and they advise me that the check was cash. Its a inconvenience at this point my bills is due we in the middle of an pandemic and I need my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29532
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: In XX/XX/XXXX, I met with XXXX XXXX ( Market Leader XXXX, Vice President ) at BB & T Bank ( now Truist ) to open a business credit card account. He tried to talk me into opening every account possible under the sun but all I wanted was the credit card to use for startup costs for my new business. I was granted a business credit card with a {$10000.00} limit and 0 % interest for the first year. After receiving a credit alert that my account had numerous inquiries, I found out that XXXX ran my credit 3 times for 3 different credit products! I now had 3 hard inquiries on my account! ( 1-business bankcard, 2-preferred line of credit, 3-business loan ) I did not know that he would run my credit for all of these. I thought it would be ran once for all three. I had spoken to XXXX about this issue, and he said he would send an email to someone to get this resolved and have the additional 2 inquiries removed. Since then, XXXX left his position, and my account was transitioned to XXXX XXXX ( Sales and Service Leader ). On XX/XX/XXXX, I sent XXXX an email asking her to follow up where XXXX left off to have the additional 2 inquiries removed. She responded back saying unless it was a bank error, they would not remove them. I emailed her again telling her that I did NOT approve running my credit 3 times as I was not informed that it would be, and I would NEVER have allowed that! I informed her that XXXX was negligent in his responsibilities to inform me of this and that his negligence WAS an error on the banks part. On XX/XX/XXXX I received a response from XXXX saying she sent a request to have one of the inquiries removed but not the other one. As of the writing of this complaint, 2 hard inquiries remain on my account from BB & T Bank. ( picture enclosed ) Early in XXXX when COVID surfaced, I contacted BB & T customer service for help with paying the bill. Thankfully, they granted me a waiver of payments for 4 months, which is apparently their limit. This is standard from what I am told, not new rules they developed to help people through the pandemic. Unfortunately, in XX/XX/XXXX, COVID forced me to shut down my new business, exactly one year to the day of opening. On XX/XX/XXXX, I received an email stating the minimum amount due on my account was {$200.00}. Typically, my payments were much less than that. When I called to ask why the sudden increase, they informed me that my interest free period had ended, and I was being billed for interest. I asked how the payment was calculated & was informed that they take a percentage of the outstanding balance due ( 1 % I think ) AND add the monthly finance charge to that to come up with my minimum payment. Isnt the percentage of the outstanding balance the finance charge? I was and am still very confused and they did not offer any additional information to help me understand how my monthly minimum payment was calculated. I advised them that since I closed my business, I would not be able to afford such high payments. I asked if they would lower the interest rate and they said no. The only way they could do that was to put me on a five-year payment plan with an even higher monthly payment! The whole point of asking for help was because I can not afford the payments and they want me to make higher payments?? This made no sense! On XX/XX/XXXX I received an email stating the minimum amount due on my account was {$440.00}!!! This was more than double the previous month! In XX/XX/XXXX, I received an email stating my minimum monthly payment due was {$160.00}! Now it is down to 1/3 of the previous month. In XX/XX/XXXX, I received an email stating my minimum monthly payment due was {$200.00}! What is going on with this account? I would not know because I can not access it to see what is happening! I have not had access since XX/XX/XXXX. Whenever I try to log in, I get an invalid credentials message. On XX/XX/XXXX, I called BB & T and spoke to XXXX XXXX about being locked out of my account. He did some research and responded that he did not see anything in the rules that said I should not be able to access my account online after it was closed. So, he sent me a form to fill out to ask for access. I filled it out and sent it back immediately advising him that I would appreciate a swift response as my bill was due in a few days & that I was concerned about a late fee and negative credit reporting. On XX/XX/XXXX I reached out to XXXX again via email since I had not gotten a response back from anyone. This email went ignored. On XX/XX/XXXX I emailed XXXX again advising that I have not gotten a response back and now my bill was overdue. Still NO response! On XX/XX/XXXX, I called BB & T and spoke with XXXX. After advising her of the above events, she advised me that she was going to file a complaint against XXXX on my behalf. She too confirmed that I am not allowed to access my account and that any time I would like to see my account I would have to go into a branch. I advised her that I do not know why my account was closed and that I did not advise anyone to close my account! Within hours of the above conversation & complaint filed from XXXX, I received an email from XXXX as follows : Client care received a response from our business maintenance team that the attached form does not have anyone listed to add. Please complete the enrollment form and return. I have attached a copy if needed. It took them a week to tell me my NAME was missing on the form! I filled in my name and immediately sent the form back to XXXX. On XX/XX/XXXX XXXX emailed me the following response : I wanted to follow up to let you know that online access will not be an option due to the blocked account status. Both XXXX enrollment and XXXX XXXX XXXX have responded to our requests. Based on our conversation, I understand this may impact your relationship with us. I immediately responded back asking why the account can not be unblocked. His response was as follows : The account was permanently block/closed XX/XX/XXXX. This status can not be reversed. The memo on the account indicated a letter was sent explaining the status. My response back to XXXX was that I felt like something illegal was going on since they were actively charging me interest on an account that they refuse to allow me to access and that I would be seeking legal counsel. I did not receive a response to this reply. On XX/XX/XXXX I emailed XXXX asking for a copy of the signed contract ( not the application ) for this credit card account and I gave him a 48-hour deadline. I did not receive any response from XXXX. On XX/XX/XXXX I received an email from XXXX XXXX, AVP Client Care Team. Here is the email I received from XXXX : I was looped in on your request this morning from XXXX I have previously submitted for your inquiry to see if it can be handled on our end to send the contracts request to you. Based on the communication below, at this time it does not appear we will meet the deadline to provide the necessary information. Given the transparency you have shared on what the next steps mean & understanding your position on the matter, I will be submitting your concerns/complaint to a Case Mgr. that will review the situation & within the next 5-7 business days you will have a case manager assigned. If there is anything that comes through the pipeline that shows we can honor the request I will still do so. Thank you. As of this date, XX/XX/XXXX I have not received a copy of my contract. The bill will be due in a few days & I will undoubtedly be charged another late fee and reported to the credit bureau as delinquent. Upon seeking legal counsel, I was advised to file this complaint. It amazes both myself and my attorney how many people I have spoken to and gotten the runaround from just to get nowhere! In a nutshell, here are the issues : 1. BB & T initially ran my credit 3 times without my permission. As a result, I had 3 hard inquiries on my credit and my credit score dropped. 2. My business credit card account was closed without my knowledge or consent. 3. Access to my business credit card account online has been denied repeatedly. 4. BB & T continues to charge me interest without allowing me access to my account to view transactions. It seems I may be being billed twice for interest each month. I do not understand how they calculate my monthly payments. Each month the payment differs DRASTICALLY as you have read above and will see by the attachments! 5. BB & T emails me a monthly bill with links to an account that I can not access. 6. I do not receive paper statements therefore I am unable to see the activity of my account. 7. Since I am denied access to my account, I am unable to download statements & tax documents for accounting and tax purposes! 8. I have missed 3 calls from BB & T in the last 10 days ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ). They never leave a voicemail. 9. I have NO idea what my outstanding balance is on this account. To find out any details on this account I must keep calling them or go to a branch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32223
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I can NOT contact my mortgage company by phone or email for years! I should be able to choose what mortgage company I want to use but I am forced to use whatever company that the previous lender decided to sell my mortgage to. I have no recourse and don't even know what government body or entity has authority of home mortgages. The company name is SunTrust Mortgage and they are impossible to contact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92807
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We applied for a construction to perm mortgage with BB & T ( Truist ). We paid for construction items outside of closing which were to be credited at closing. The underwriter refused to issue credits for monies prepaid claiming that they didn't know about them. We can prove that they did. Construction permit {$990.00} The down payment on our lot {$6700.00} Septic deposit {$2500.00} Septic installation {$1500.00} Water permit {$1100.00} This refusal forced us to bring extra monies to closing. They are now holding approximately {$12000.00} of our money as lender-held equity and are refusing to disburse it back to us. This ... after we went through 7 months of an approval process. This bank 's underwriting department is inept and abusive and has caused us an unfathomable amount of emotional distress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37388
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A