Date Received: 2021-03-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, my wife and I received a return check. We were surprised as we knew we had more than sufficient funds in our account at SunTrust to cover any checks written and other expenses. Upon checking our bank account, we discovered that someone had been transferring money out of our account ( without our knowledge or permission ) through XXXX. Upon closer review, we found that there had been 33 transactions of varying amounts, with the highest amount being {$600.00}. None of the persons listed for the transactions are known to us. The transactions occurred over a period from XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX, I called SunTrust fraud department, reported what happened, and answered the questions posed. Case # XXXX. At that time, I did not have a complete summary of all transactions to report and informed the person I spoke with that I would prepare such a summary. XX/XX/XXXX, I visited the local branch of SunTrust. The person assisted me ( XXXX XXXX XXXX ) and called the fraud department to provide additional information with dates and amounts. The fraud department said they would look into it and contact me. XX/XX/XXXX, having not heard back from the fraud team yet, I went to the local branch and met with Ms. XXXX XXXX. She shared a rebuttal form that was supposedly sent to me ( never received ). XX/XX/XXXX, faxed a XXXX rebuttal form and received confirmation that both pages ( and cover ) were sent. XX/XX/XXXX, Ms. XXXX XXXX made a follow-up call for us to the fraud team. They said to check back in 10 days. XXXX XXXX XXXX, called the fraud dept. to follow up as no word from them. The person informed me my case was denied. I had not provided all information and there were inconsistencies. I inquired what he was basing this on and he said, " the one page fax we received ''. I corrected him and refaxed the 2 pg document. XX/XX/XXXX, called fraud dept and they confirmed they had received my 2 page fax. XX/XX/XXXX, called again after hearing nothing and " XXXX '' informed me my case had been denied. She could not share any details. XX/XX/XXXX, met with Ms. XXXX XXXX again. She shared a letter ( dated XX/XX/XXXX ) that was supposedly mailed sent to me ( never received ). Ms. XXXX XXXX mentioned to my wife and me while looking at my account and internal notes that, " it almost appears as if there is no fraud case under investigation. '' She thought this was very strange. XX/XX/XXXX, received a call from Ms. XXXX XXXX, who was the case manager assigned to this. She would review all documentation and be in touch within 14 days. XX/XX/XXXX, called XXXX to report fraud and request details of the transactions. They stated their software is sold to banks and that they were unable to do anything. I needed to contact the bank. XX/XX/XXXX, Ms. XXXX called me to inform me my case was denied. She was unable to provide details due to a confidentiality holder on my account. I was unaware of this and she informed me I needed to go to a local branch to remove this. XX/XX/XXXX, Ms. XXXX called me and stated the fraud occurred from the same IP address that we use for our devices. As such, they rejected our claim. Only my wife and I have access to log in details. We never share passwords, etc. with others. XX/XX/XXXX, filed a complaint at local police office ( case # XXXX ). Since XXXX XXXX, I have been trying to reach Ms. XXXX daily and leaving messages to call me back. She was out of the office and her VM named another person ( XXXX XXXX ) who I could contact as well. I called and left VM to Mr. XXXX at least 3 times and did not receive a return call. Other times her message stated to call " XXXX and ask for Executive Services. I called that number twice and the SunTrust rep. had not heard of Executive Services. She could instead put me in touch with fraud, which she did. In the end, I wasted over 45 minutes and make no progress as the person could not help. I continue to call Ms. XXXX daily and left her VMs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34238
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a call for a " XXXX XXXX. '' This number left a message on my phone for the incorrect person. I called the company back and it was for BBT debt collector. I do not have a BBT account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/XXXX, I wrote a letter to Regional Acct to provide evidence that a debt reporting on my credit report was incorrect. On XXXX I was divorced from my ex husband, we had two cars, In the divorce decree, the judge ordered I was responsible for one car and my ex husband was financially responsible for the other car. After the divorce his car was deemed by the car company as a charge off and its is reporting on my credit report as my debt. I send letters to all 3 credit bureaus with the divorce document and they respond with just a validation of the debt. I receive a response from Regional acceptance stating that it was my debt because I sign for the Loan but I feel that I am still paying for my car as it was ordered and I should not have to pay for my ex husband car also. I have documentation from the judge to prove the order. I am working very hard to move on with my life and this on my credit report is keeping me from moving forward. I would also like to point out on my credit report the last date of activity and the high balance is reported incorrectly. I would appreciate if you can help me to solve this problem. This is my ex husband debt and base on the divorce decree i am not responsible for this debt. Thanks for all your help and i look forward to your response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32811
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Suntrust Bank has defaulted by failing to respond to the Affidavit of Truth I sent to them on XXXX XXXX, as you know the only way to respond to and affidavit is in the form of an affidavit rebutting every fact line by line, notarized under the penalty of perjury. And un-rebutted affidavit stands as truth and fact in law. They failed to do this by responding with a letter/statement which doesnt constitute a proper response under federal law. Which means my Affidavit stands as truth. They also failed to compensate me for the many fdcpa and Tila violations they committed against me that I pointed out and attached exhibits for in my complaint I filed on XX/XX/XXXX, in this complaint I also notified them that they were attempting to collect a debt now owed. On XX/XX/XXXX I entered a consumer credit transaction with Suntrust Bank which I was the Original Creditor and seller with Suntrust Bank. I never ask them to send me a bill, I never gave them permission to send me a bill. On XX/XX/XXXX they sent me a bill in this bill was fdcpa violations which I cited and sent in with my first complaint. There was also Truth and Lending violations, that I cited about never receiving a material disclosure disclosing my right to rescission. Pursuant to 15 USC 1635 any consumer credit transaction involving a security interest must give you a right to rescind. Suntrust Bank has also failed to comply with my Cease and Desist and was still contacting me through the mails and through different mediums such as email. This is a direct violation of 15 USC 1692g ( b ) that I attached in exhibit g. And still attempting to collect debt from me in the form of late fees. While we were going through a dispute process. Which all collection activities must stop when going through a dispute process. I am demanding Suntrust Bank to stop contacting me through any medium and to cease collections activities on the alleged debt during this dispute process or the will be in violation of the law, pursuant to 15 USC 1692g ( b ). Along with them defaulting by failing to respond to my affidavit, rebutting each fact line by line in affidavit form. They attempted to respond by sending a letter to me on XX/XX/XXXX and XX/XX/XXXX in which they committed more fdpca, truth and lending violations. Which I included in the attached exhibits. Their senior fraud Investigator XXXX XXXX, also stated that I have a loan with Suntrust Bank and told me I was required to pay this alleged debt and that I am responsible for it. She never stated I was required by law, which there is no such law that says I owe this debt and that I am responsible to pay this alleged debt. No one, by law is allowed to tell me I owe a debt and that I am responsible for such debt Persuant to 15 USC 1692g ( c ). And tried to tell me the law I was telling her she violated was tactics claiming federal reserve. I didnt know the law was tactics. She also used obscene and profane language and threatened me in said letter. That I cited with violations in my attached exhibits labeled as Exhibit D. I never received a loan from Suntrust Bank, I entered a consumer credit transaction where I was the creditor and seller with Suntrust Bank and granted Suntrust Bank the right to extend credit. Meaning my credit card was used to originate this consumer credit transaction. Making me the original creditor Pursuant to 15 USC 1602g which defines creditor. Which is a person ( natural person or organization ) who both regularly extends credit. And where an open end credit plan was used. My credit cardwas used making this alleged debt paid. A credit card according to 15 USC 1602i means any card, plate, coupon book, or the devices existing for the purpose of obtaining money, property, labor or services on credit. I used my credit card to obtain property ( this automobile ). This alleged debt was paid and I do not owe Suntrust Bank for this alleged debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: bb & t is my mortafe bank ; payments are XXXX month ; my wife takes care of most of this as her part of the family unit ; however, as of late her father who is XXXX is not doing well ; this has caused her to make a few slow payments and/or miss one over a 2 week time. XX/XX/21 i got a call from someone saying bb & t, and asking all kinds of questions ; as a smart comsumer i ask what this was all about ; i was told, '' i can not give out any information untill i have ask all my questions and recieved all the answers i need '' ; i felt this was a con, the lady being rude ; she did call me., i called bb & t to see what was the issue ; i was told they would have to get back with me ; today XX/XX/21 i got a letter that i had a missed payment from XX/XX/21 ; that is less than 30 days ; just as i was reading the letter. i got another call from the same lady ; " requiring '' me to be silent unless answering her questions ; i hung up. i called the number on the letter and got " this is a debt collector '' on the phone and the same lady ; i told her i wanted to know what this was about ; she again required that i answer a lot of questions ; i hung up ; i then went to bb & t ; paid the bulk of the loan ; and requested a final notice of what would be due ... the lady was rude ; i am not 30 days deliquent ... if i was told what it was about i may have been better equipeted to answer the question ; however i was dealing with bb & t bank not a debt collector ; my serviecs should not be pushed to such a group ; i hate them i will not deal with them ; they are rude and treat one as a number ; without consideration of a human with problems ; such as what is going on in the world etc. there are a lot of scamers out there ; she should be required to answer my questions as well so i know it is safe to give out some information, just not too much. i went to the bank gave only my account number and i was well on the way to closing the account ... they will be at a lose for the next 35 months whitout that intrest that would have been paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30721
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: Assisted by what was supposed to be XXXX support involving XXXX XXXX. Unknowingly being assisted by a scammer who advised me to use XXXX, which had no knowledge of nor ever used til that moment. Was told this would give a code to get my refund back from XXXX XXXX and be refunded back to my account. It was like they had virtual control of my phone. Knew exactly which screens to go to and exactly how to scam me out of {$1000.00} by using a code. I would never have used XXXX knowing what it is and reviews involving scams. I have a bank letter telling me I would receive all my money back and any fees that were incurred with this fraud account. Bank said associate made a mistake, on well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Purchased a condo home in XXXX, VA after a period of loan processing with lender XXXX XXXX XXXX, in or near XXXX XXXX, Virginia. This loan utilized a VA Home Loan. Based on frequent communication between my loan officer Ms. XXXX, and my insurance broker, Mr. XXXX of XXXX 's XXXX, and myself, I purchased a hazard insurance policy that met both my, and my lender 's requirements. I was advised by my lender, that their requirement would be to escrow this cost for the first year. I was advised a few days before closing, that my lender 's common practice was to re-sell mortgages in the short term after closing on the purchase was complete. After completing the a pre-closing advice session with a local closing attorney, Mr. XXXX, I completed the closing documents with his firm, obtained my keys, and took occupancy the same day and established my primary residence. A few months later I was advised of a change of servicing as my mortgage had been purchased by a BB & T Bank, which was itself in the process of being purchased by a financial company called Truist Bank. Fortunately, the phone number in the letter I received still worked to reach an automated system where I could make my monthly payment. They do not however seem to have regular phone staff to contact, as most times I have contacted to ask questions about my account, such as discontinuing the escrow of my property taxes ( Virginia offers a property tax exemption on primary residence property for some veterans, for which I qualify. ) And for arranging an ACH or similar automatic payments. However, despite my regular lack of ability to contact the customer service at the merging BB & T Bank / Truist Bank, I received a letter today, instead indicating that the company wished to modify the requirements for my loan, by requesting I obtain additional coverages for my mortgage/hazard insurance beyond those required by the Original Lender and mortgage agreement. I have maintained my insurance coverages with my local insurance agent, Mr. XXXX, and have not made any reduction to my coverages. Yet my new company, wants me to take on additional coverages to comply with their own requirements. I did not originate my loan with their Truist Bank, or its purchased Banks BB & T nor SunTrust Bank. I do not believe that BB & T purchasing my mortgage, nor Truist Bank by proxy as the purchaser of BB & T Bank, should be able to insist upon new terms to my mortgage. They purchased the mortgage as an asset, and should instead be maintaining the original agreement and requirements set by the Original Lender, XXXX XXXX XXXX. Upon review of the CFR, section, Force-placed Insurance ( 12 CFR 1024.37 and 12 CFR 1024.17 ( k ) ), I see no provision which allows for the company to require greater coverages beyond those required at loan origination. I have again, been unable to reach a human being, at BB & T who can discuss this concern. I do not know if BB & T is perhaps closing their customer /mortgage service department as part of their accession process with Truist Bank . But it deeply concerns me that what seems to be a clear over-reach by their mortgage department, to offset some unknown variable of risk, that did not concern my original lender, will potentially result in an increase to excessive amounts held in Escrow. Although not specific to the above complaint, i would also like to eventually obtain information from BB & T or their owner Truist Bank, on what documentation I can supply them related to my property tax exemption.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23518
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been charged many times for an overdraft on my account. In the past I haven't had enough proof to actually do much about BB & T charging me these fees due to the fact that when I called to correct the problem my app was showing different information then it had prior. This time I was smart enough to take a screenshot on my phone showing dates and times along with emails to prove that BB & T is taking full advantage of its lower income/class customers! Daily processing occurs over night and all accounts are updated with first deposits and then deductions. Well that's at least what BB & T clams. During daily processing last night I was charged a {$36.00} overdraft fee. That's really not a lot of money but at a time like this that's the difference of my water getting shut off or not so it's a lot of money to me and my family. My account was definitely running low. I will not deny that. It's been extremely hard for me to keep my family 's heads above water. At XXXX XXXX I received an email from BB & T that stated my account was negative {$35.00} after daily processing. That in itself would mean that my account was XXXX cents in the positive and was still charged a XXXX dollar overdraft fee. Please tell me how that is possible let alone ethical? I really wish that I had proof of the multiple times that this has happened in the past but sadly I do not. BB & T is one of the most unethical banks I have ever encountered. And I know that I am not the only customer that this is happening to. Please do something about this! At a time in American history when there are already so many American 's struggling to keep a roof over their head and food in their mouths the last thing we should have to worry about is a greedy bank stealing the last few cents of our hard earned money!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 265XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute in regards to the incorrect items on my credit report and its been well over 30 days and I havent received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've contacted Suntrust ( Truist ) in XXXX prior to my property tax being due. They assured me that they would be in contact with my city and they would use the escrow to pay the taxes. In XXXX, I found that the supplemental bill was not paid and now late fees exist. I contacted Suntrust ( Truist ) once again in XXXX after finding out that multiple tax invoices were not paid! A representative informed that Suntrust Mortgage will be in contact with my city and pay the taxes and that they would be responsible for the fees. The representative then proceeded to inform me to contact them again in late XXXX for an update. Fast forward to late XXXX and I contact them, yet I start having issues with getting ahold of anyone. The phone system fails and the wait time is 30 min. I begin emailing them and still no reply. Finally, once I get ahold of someone I am disconnected and they do not call me back. I contacted my city and my city is still expecting three outstanding equaling to be about {$4000.00} dollars. My city informs me that the only payments they have received is interest payments. So, I need confirmation that the interest payments are not being charged to me and that Suntust is paying them and are being held accountable. I need explanation as to why it is taking them so long to pay my city since interest is compounding. The Suntrust web portal has line items on my account mentioning the late fee payments which leads me to believe they are passing those late fees off to me and thus not motivated in paying my city anytime soon! My monthly mortgage payment increased because my escrow doubled. I have not been given an explanation on the mechanics behind the increase. I have not received an explanation as to why its taking them so long to pay my city. I need transparency and I need help having Suntrust held accountable. I am will to exhaust all efforts in making this right. I hope they are as motivated as I am!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20110
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A