Date Received: 2021-03-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX Mortgage Loan Officer Assistant Vice President NMLS ID : XXXX Office : XXXX Mobile : XXXX Email Me Main Office XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX XXXX completely dropped the ball on the refinancing of XXXX XXXX property in XXXX XXXX XXXX, XXXX After 4 months the refi is not completed because he never completed or submitted the paperwork. Never returned phone calls or e-mails. Complaint was filed with Truist by XXXX XXXX. The bank is now starting to complete the refi. 4 months later. The bank is slowly trying to fix the work that was done by XXXX XXXX. XXXX XXXX has not suffer any consequences for avoiding doing the paperwork for XXXX XXXX for 4 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 315XX
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: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: These credit inquiries are unauthorized and need to be removed from my credit report immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 317XX
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: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: XXXX XXXX no longer works with Regional Acceptance. I am in a XXXX XXXX since XXXX. I bought the car XX/XX/XXXX being told the XXXX payments not to worry! That in 6mo I can refinance! It is now 17months later and tried to refinance but RAC my interest is so high that no bank or credit union can approve me. I find it over valuing or over charging. 172 percent over the cars value. It is a XXXX. My down payment was XXXX and I have already paid them over XXXX. The car was XXXX. They take XXXX of my XXXX payment just toward interest. 300 month plus insurance is affordable. It is bankrupting me literally owning this car and I must have a car. I am a NJ field rep. Even my employer has tried to ask them to work with me. They don't listen and my dealer too stopped working with them! I make just XXXX XXXX gross a year single parent with a mortgage and all this time paying this amount when during the contract process as was told at 6mo I can refinance for lower. Now I lost so much time and money. I cant save and also the vehicle doesn't take standard oil change! My oil changes are XXXX. The point is their managers do not call you back. If I pay this loan for 6 years at XXXX net a year that's XXXX for what should be a XXXX loan. I could be in a brand new vehicle. This is a XXXX vehicle XXXX by XXXX. Their math their loan practice and lack of working with the credit union or other sources they referred me to. XXXX XXXX and XXXX XXXX all say to refinance you can't be more than 125 loan to value. Regional is 172 percent and I am in my loan since XX/XX/XXXX! This is too much too suspicious and almost robbing me as a consumer. I cant be charged all this. My credit score is XXXX. I am a XXXX survivor and work full time. This stress is affecting me in a financial and physical way. I pay them and currently have a half payment due. I am trying to correct this cost asap and get into a more reasonable payment that is sensible fair and affordable. With insurance before any maintenance or gas this car is almost XXXX a month. Again at the time of sale I was told if I took the vehicle in an hour papers were signed and days later they began the final contract locking me into XXXX and here we are XX/XX/XXXX. I could have refinanced as promised at contract 14 months ago! I can not afford to keep losing money. The tactics are very wrong. Please see what you can do. Thank You.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07731
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I did some work for a company and they wrote me a check, I deposited into my account and after a few day I found out that the check was no good so they closed my account as if I was being fraudulent and I am the one who was scamed. I have all my personal bills coming out that account and my social security deposits every month. I have been with them for about 3 to 4 years and never a problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/XXXX - deposited a XXXX XXXX bill pay check from my son in the amount of {$46000.00} in my SunTrust checking account. On the bank check it had a telephone number to call with questions. XX/XX/XXXX - notified that SunTrust had flagged the {$46000.00} and sent the check to their fraud unit. They also closed both my checking and money market accounts. I had no access to any of my funds for weeks ; couldn't pay my monthly bills and mortgage ; had to take out a loan. Made many phone calls and visits to the branch to find out the status. No on could tell me why they were holding the check or when it may be released since it was NOT fraud. I finally received checks for the balance of the money market and checking account minus the {$46000.00} XX/XX/XXXX - Spoke with XXXX at SunTrust ; told me the check was on hold, possible recall but had no further information and could not refer me to anyone who might tell me what was the issue. I don't know where to turn ; I'm beside with worry because no one will help me. I'm facing serious tax consequences, which I can't afford, because I'm on Social Security, if I don't receive the {$46000.00} by XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
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: 15221
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of last year, we entered into forbearance on our mortgage with Suntrust, now Truist. After 90 days we ended the forbearance and were told in XXXX of XXXX that we were no longer in forbearance. We proceeded to make normal mortgage payments and have remained in good standing on our mortgage payments to-date. In early XXXX we decided we wanted to refinance our home mortgage and pursued this with another lender. We were told by that lender that we needed to provide them with proof that we were no longer in forbearance, as well as the repayment period of the forbearance portion of the loan. After looking in our internal files, we determined that we did not have such a document, so on XX/XX/XXXX, we contacted Truist and asked them to email us a copy of this letter, stating that we were no longer in forbearance. We were told that we would receive it within 7-10 days, THAT NEVER HAPPENED. So I called back 2 weeks later, on XX/XX/XXXX and another lady told me that I should have the email within 3-5 days, THAT NEVER HAPPENED. So I called back a week later, on XX/XX/XXXX, and they told me that they had failed to enter the code that signals my account to no longer be in forbearance, so she entered in the code that takes my account out of forbearance and trigger the letter to be mailed, I should receive a paper copy in 7-10 days. She then transferred me to the Home Preservation dept and they proceeded to tell me that I could not receive an email because their system is not setup to send emails, it wasn't even possible. She apologized and said I would have to wait for the paper copy to come in the mail. I wasn't happy, since I'd been told differently by 2 different agents prior, but accepted it in hopes of finally getting the paperwork I needed. Well it has now been 23 days since I was told I would receive the letter in 7-10 days, and I do not have a paper copy yet. But, the funniest part of this is that I actually did receive an email with a letter stating that i'm not in forbearance, but it didn't give the repayment terms or explain any details. So, this has been XXXX trying to get this paperwork and the customer service has been horrendous, to say the least. I've been lied to and given expectations that have not been kept, over 3 times and by multiple agents. I was told they didnt have managers and I could never speak to anyone with XXXX authority than the person I was speaking to. Lastly, I was told to visit a local branch, which I did, and they told me that they don't have access to home mortgage information, and they were not sure why someone would have told me to visit a local branch. I have now been waiting for over 6 weeks to receive a letter that I was initially told would be received within 7-10 days. I am not happy and feel that they are delaying me because I am pursuing a refinance with a different lender. This is poor business practice and I hope this will allow me to receive the letter that I have requested, but also deter anyone from pursuing Truist, formerly Suntrust, for their home mortgage needs. I will be calling Truist again tomorrow. Thank you for your prompt assistance with this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21742
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-28
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Please see the attached complaint I sent to the CEO of Suntrust Bank ( now Truist ). I have received no response from Truist. I believe sufficient time has passed for a response, consequently I am contacting the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously filed a complaint with the CFPB, # XXXX. SunTrust used an internal case number of XXXX for this issue. On XXXX XXXX, I received a letter from XXXX XXXX at SunTrust Executive Services in response to that complaint stating, in part, We have reviewed your loan and confirmed that there was no lapse of coverage with your homeowners insurance policy. We erroneously updated your loan when we received a cancellation notice for a different XXXX policy, which caused the lender placed insurance ( LPI ) notices to be sent to you. Nonetheless, on XXXX XXXX, XXXX, I received yet another letter, dated XXXX XXXX, stating that it was the second notice that I needed to provide further proof of insurance for the same period as in my first complaint : XX/XX/XXXX, to XX/XX/XXXX. This is the same exact problem that SunTrust claimed to have fixed in response to my last complaint. I have received numerous letters from SunTrust where SunTrust falsely claims that my insurance lapsed. I have spoken to SunTrust employees between 5 and 10 times, wasting a significant amount of my own time. Every time, the employees have admitted that SunTrust has no legitimate reason to be sending me these letters, and yet the letters continue. Furthermore, given that the most recent letter claims to be a Second and final notice, I have no doubt that SunTrust will once again unlawfully take money from my escrow to force-place insurance on my account for no legitimate reason. I very much want SunTrust to fix this problem or flag my account so that it can not take money from my escrow unlawfully again. It is clear to me that SunTrust has data integrity problem in its servicing systems that is preventing it from permanently fixing its errors on my account. Every time SunTrust has fixed this problem or assured me that I would not receive further letters or have money taken from my escrow account, SunTrust has failed to actually fix the problem. SunTrust 's practices are both deceptive and unfair. The first complaint is included below. My mortgage is serviced by SunTrust, now Truist. The loan number is XXXX, and the property address is XXXX XXXX XXXX XXXX, XXXX, MT XXXX. SunTrust has deceptively and unfairly placed hazard insurance on the above property, taking {$1700.00} unlawfully from my escrow account ( and possibly more if SunTrust charged any fees in so doing ). As I have repeatedly stated to SunTrust and as SunTrusts own employees or agents have admitted repeatedly SunTrust has had proof from the beginning that the XXXX XXXX XXXX property was continually insured and that SunTrust had made a mistake by putting a letter regarding the cancelation for a completely different property in the file for XXXX XXXX XXXX. I have spoken to SunTrust/Truist representatives three times, and each time they admitted that SunTrust had the proof that the property was insured for the entire time, that SunTrust had made a mistake in sending me letters stating that it did not have proof, and that SunTrust would NOT place hazard insurance on the property at XXXX XXXX XXXX. Despite all of this, on XX/XX/XXXX, I received a letter from SunTrust ( dated XX/XX/XXXX ) that it had charged my escrow account {$1700.00} for hazard insurance. The property has been continually insured through XXXX XXXX, policy number XXXX XXXX XXXX. There has never been a break in this insurance coverage, and the coverage remains in effect today. Indeed, the escrow statement from SunTrust shows that SunTrust withdrew the amount for payment of the annual hazard insurance premium for the XXXX XXXX XXXX property in XX/XX/XXXX in the amount of {$1700.00}. On or about XX/XX/XXXX, I sold a second property. That property also was serviced by SunTrust, now Truist, and that property also was insured by XXXX XXXX XXXX under a different policy. I received a letter dated XX/XX/XXXX, from SunTrust indicating that it did not have proof of my insurance coverage for the house at XXXX XXXX XXXX as of XX/XX/XXXX. I immediately called the Insurance Customer Service Center. The person I spoke with admitted that SunTrust had made an error sending me the letter and that SunTrust had erroneously put a letter for another property in the file for the XXXX XXXX XXXX property. On XX/XX/XXXX, I received another letter from SunTrust falsely claiming that it did not have proof of insurance coverage. I called again and spoke with XXXX. She again admitted that SunTrust had erroneously put a letter in the file for the XXXX XXXX XXXX property indicating that coverage had ended. She stated that SunTrust had proof that the property was covered continuously and that hazard insurance would not be placed on the property. She also stated that this letter had been generated before the conversation I had with the previous SunTrust/Truist representative. She also stated that I would receive a letter indicating that SunTrust had the required proof and that insurance would not be placed. I never received any such letter. Instead, I received a letter from SunTrust dated XX/XX/XXXX, again stating that SunTrust did not have proof of coverage. On XX/XX/XXXX, I again called the Insurance Customer Service Center and spoke with XXXX. She stated that the letter was sent as a result of a bulk error and that all information in the file for XXXX XXXX XXXX showed that the property had the proper insurance coverage. Nonetheless, on XX/XX/XXXX, I received the letter described above stating that my escrow account had been charged despite the three prior assurances from SunTrust representatives that they had the proper information on file. When I logged into SunTrusts insurance portal, I saw the below showing that my insurance was in fact in effect for the entire period in question and that SunTrust knew it. I want the money unlawfully taken from my escrow account including interest immediately returned to my escrow account. I want any fees or charges to my accounts related to this error by SunTrust removed or credited from my accounts. and crediting any fees charged due to SunTrusts failures in this matter. I also want a written statement from SunTrust admitting its error, clarifying that it has in fact had proof of coverage for the entire period in question, stating that it has no right or need to place hazard insurance on this property for the period in question, and stating whether any adverse credit information has been reported related to this matter. If SunTrust/Truist or any of its representatives or agents have made any adverse reports related to this account, I want them corrected immediately and I want proof in writing that they have been corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59801
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
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: A late fee was added when I was paying off my loan but unfortunately I wasn't informed. After leaving the bank thinking that I paid the loan off, the late fee remained and I never paid it assuming it was their error. Before I had to fix the situation, the bank placed a charge off to my credit. After complaining about it for 2 years, they are unwilling to fix it. It is now affecting my attempts of refinancing my primary home mortgage. This {$20.00} late fee is costing me tens to XXXX XXXX of dollars. I've filed a dispute with every credit union and BB & T bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A