Date Received: 2021-02-16
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Dear Sir, Suntrust caused me the issue and should be accountable related to the {$25.00} monthly fee. It has impacted me. Please pull the call and history to see when the 800 representative closed my money market but did not inform me this would cause a {$25.00} fee from my checking account. I relied on her expertise and she misinformed me. I request a courtesy money market opened to correct this mistake, an ongoing monthly credit or to simply link my checking and my trust account to avoid the {$25.00} fee which could have been avoided. Thank you so much for your time. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
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 have not 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: 60628
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have both a checking and savings account with B B & T Bank and my combined totals should be over {$13000.00}. My statements do not reflect my actual balances and when I have gone to the branch to complain, my requests for an accounting have been ignored. the acting manager " XXXX '' has refused me access to my funds and I now have been charged hundreds in bounced check fees and late fees when I have more than enough to cover my payments. If it wasn't for my having some cash at home to buy money orders, my bills would not have been paid. My account has been frozen and I can't even access an ATM. My monthly Social Security check goes to my checking account and I'm not getting any help from the bank 's customer service department. Can you please help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34653
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a loan, when I asked for my appraisal letter I was informed that it was not ordered therefore no letter, I was not happy with the handling of the procedure and told the company I will go elsewhere since they have taken my money but haven't rendered services I paid for, was told on XX/XX/2021 that they will cancel my application and refund my money in a few days. I have not gotten any payment back or received confirmation that they were refunding my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33967
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX my bill did not go through account with 1 missed payment. I am kindly requesting BRANCH BANK & TRUST ( Opened XXXX. XXXX, XXXX ) to remove this missed payment from my credit reports as a gesture of goodwill. Doing so would sincerely be appreciated and represent an invaluable gift to my family and me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27591
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We signed a contract on a home in XX/XX/XXXX and the seller has two liens on the home XXXX XXXX and suntrust is the second lien. XXXX XXXX has already agreed to the short sell and has approve the extension twice but we have been waiting on suntrust mortgage for one approval 6 months. Suntrust is holding up the mortgage on purpose. We have already received final closing documents and have extended our rate lock 4 time which is costing us lots of money. The seller, lawyers on both sides and our mortgage company XXXX has contacted Suntrust several times to obtain closing approval but they have no explanation or responded. The cost to the consumer ( buyer ) with no explanation as to why the delay is unacceptable and with no excuse as to why. We will obtain another cost to increase on our rate lock again on XX/XX/XXXX which will go up for the 5th time. This is our forever home we have been looking for at least 3 years and we finally go it. Please help expedite this matter. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60440
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: My ex wife and I purchased a car in XXXX of XXXX with poor credit. I traded in a XXXX XXXX XXXX and placed {$3000.00} down at XXXX XXXX XXXX. I have been paying the payment of {$450.00} every month. As of currently, 3 years later, I still owe XXXX. I originally was paying down XXXX. My loan is through Regional Acceptance and I have an interest rate of 18 %. I believe this is predatory lending.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89110
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get a XXXX year end statement for a month now from SunTrust. I paid off this loan to refinance with another lender in 2020. I went to their website to download or view my XXXX. Since the loan was paid off there were no loans showing on their site. I called into customer service for assistance. They advised that since the loan was paid off I couldn't view by statements or documents. I asked if they could see my XXXX and they advised no since loan is paid off. I asked if mine will be mailed and they advised not getting one since the loan is paid off. This is not true as I paid interest during 2020 when they services the loan. I hung up and called back a few days later. When I called again I was on hold for 45 mins before getting a rep. This rep advised they were mailed out but couldn't prove mine was ever sent. They would not issue a new one and as used to call back after XX/XX/XXXX. I have no proof that one was ever sent to me. I have to call in again to try to obtain something that I should be able to self serve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have issues with SunTrust Mortgage service of my load number XXXXXXXXXX. They have mis-managed the loan. My issues include : 1 ) Incorrect mailing address : I have never received any piece of information from Sun Trust via mail, phone, or e-mail ( the loan originated XX/XX/XXXX ). SunTrust has my correct phone number, email, but had a bad physical mail address. I was told by XXXX ( Client Services on XX/XX/XXXX ) that there was a note in my file that mail was undeliverable. This was never a concern to me as I had set-up automatic payments from my bank account since loan inception. SunTrust never tried to contact me via email or phone to get a deliverable address. 2 ) SunTrust started collecting escrow on my account as of XX/XX/XXXX without reason or need and revised payment amount was never communicated to me. 3 ) SunTrust paid my XXXX flood insurance premium on XX/XX/XXXX. SunTrust had no cause to make this insurance payment. I have always kept home owners and flood insurance on this property and it has always been in-force for this property. I had already scheduled to pay this on XX/XX/XXXX, 2 days before due date. When my payment was processed, XXXX refunded my payment via check saying it had already been paid ( I assumed XXXX had automatically withdrew the flood insurance payment like they do for my auto insurance ). 4 ) SunTrust has stopped crediting my account the principal and interest payments they received on time since end-XXXX 5 ) SunTrust has refused to apply my principal and interest payments to my account and instead has put the payments into an suspense account and even tried to return some of the payments to me. 6 ) SunTrust has charged late fees when none should be charged. 7 ) SunTrust has reported me to credit agencies for being {$9000.00} behind in payments. This is totally inaccurate. Even considering the $ XXXX/mo increase in payments I would only be {$200.00} behind. Notes from Conversation with SunTrust Mortgage, XX/XX/XXXX ; XXXX to XXXX ( 2 hours 41 minutes ). First called : XXXX Customer Service number after some waiting/entering data via phone numeric pad, I was connected with Miss ( or Mrs ? ) XXXX. After some discussion about my issues/concerns, she corrected my address ( which was wrong in the system ). XXXX XXXX then told me she could not resolve my issue or change my payments to credit the correct ledgers for principal and interest payments that I had made on time. She said I needed to talk with someone in Payment Solutions and that she was in Dept Collection ( this surprised me as I thought I called customer service ). XXXX XXXX transferred me to XXXX in Client Services ( I was informed their number was XXXX ). I spoke to XXXX and again explained my issues. XXXX did confirm that there was a note in my file about mail not being deliverable to the address that they were sending information to me. He confirmed that address had been changed in the system ( from about 30 minutes earlier ). XXXX said he was able to credit/reverse one of 2 late charges of {$160.00}. XXXX said he was unable to move/change any payment until the insurance issue was resolved. He suggested that he transfer me to Insurance group to resolve insurance/escrow issue, then he said he could fix payments that had been placed in suspense account. XXXX transferred me to XXXX in the insurance group. XXXX was helpful, but seemed to have her hands tied. She transferred me back to XXXX in Payment Solutions, after 20 minutes waiting on hold, XXXX wanted me to transfer {$420.00} to my account so he could credit 2 of the payments ( XXXX ). XXXX also told me he wanted to send me a check for the amounts that had been put into suspense. I told XXXX that my goal was to correct the whole issue not to move forward without correcting underlying issues. He said he would escalate and that someone would call me back with 24 hours. It is now more than 24 hours later and no one has called. After the call, I set up an additional payment of {$370.00} to my account to cover the payment SunTrust made to my Flood Insurance Company. I do not plan to call SunTrust again. That was too painful. I will communicate with email so that I have a record of our communications. I am now exploring options to resolve this issue, both within SunTrust and outside SunTrust. I would like to avoid legal action
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: 2021-02-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Im the XXXX of a small XXXX 501 ( c ) ( 3 ) nonprofit organization helping at-risk youth from XXXX City learn XXXX XXXX XXXX. I have a small business account at SunTrust bank. On XX/XX/2021 they allowed a fraudulent check in the amount of {$5000.00} to be cashed on my account. The check was obviously fraudulent because the SunTrust logo was misplaced as well as it was missing key information that is on their checks. I was contacted by the SunTrust Fraud department days after they had released the money. During that call I verified that the check was fraudulent and pointed out all the inaccuracies in the check that they let get cashed. I was then told that it would take 15 days for the money to be put back into my account. Thats an excessive time to wait, especially for a small business. My first call since the one in early XXXX was Tuesday, XX/XX/XXXX. I wasnt available to answer the call so someone named XXXX left me a message. I called him several times and have not received a call back. Today, XX/XX/XXXX, Ive been on hold for two hours and counting trying to get this resolved and get the money back into my account. I hope you can help me. This is a lot of money and it shouldnt take this long to be resolved when its an obvious fraud case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20817
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A