Date Received: 2021-01-25
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I recently checked my credit report and noticed several late payments from SUNTRUST BK. I reached out to the creditor to request a goodwill forgiveness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PMI removal. Submitted the lender 's appraisal dated XX/XX/21 to PMI group and asked for PMI to be removed from my mortgage payments. Asked for XXXX and XXXX PMI amounts to be applied to outstanding fees on my loan. I was told that PMI is paid in arrears. I know for a fact that PMI keeps 2 months of PMI in reserves for each loan. There should be no PMI paid in arrears. Requesting the {$210.00} for XXXX and XXXX to be applied/refunded to me. The lender 's representative said this was not allowed due to being paid in arrears.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27330
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Filed for Mortgage Application on XX/XX/2020. I've been asked for so many documents including work documents, new company documents, social security number, other sensitive numbers many times. It started in XXXX then they asked for more information in XXXX. They have asked for the same information 3 or 4 times. XXXX XXXX never calls you back. He never responds at at this point I think it's a scam using BBT name. Location has been tracked down to North Carolina. Many follow-ups for information has not been resolved with the bank why I think it's a SCAM. I will be calling the NMLS agencies to help stop the fraud. Thank you, XXXX XXXX XXXX Mortgage Loan OXXXX NMLS ID : XXXX Office : XXXX Mobile : XXXX Main Office XXXX XXXX XXXXXXXX XXXX XXXX NC XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: The post office took four weeks to deliver my credit card check to the credit card company. The credit card company charged me late fees and interest. I called the credit card company and they removed the fees this one time as a courtesy and wont do it again. I asked them why they werent they using the date on the envelope when the check was mailed and not when it was received. They say its when its received. The reason it was late is because the post office took four weeks to deliver the check and the charge card company took to long to post the payment to the account. A federal law needs to be passed that no late fees or interest can be charged during the COVID 19 pandemic as long as the payment is mailed before the due date and not when the payment is received. The law should include nothing can be reported to credit agencies either. Thank you. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21136
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX, I called SunTrust ( Truist ) Mortgage, to refinance a home loan I have had with them since XXXX. I had XXXX credit score and had never made a late payment in the 10 years of my initial loan. I requested an approximate {$50000.00} loan. This was against this home property that now appraised for {$110000.00}. The {$50000.00} would pay {$28000.00} XXXX approx. ) to pay off my initial SunTrust loan, and the balance would provide me with money for home repairs I had just made, and wanted to make. I had initially applied for a loan with XXXX XXXX XXXX. I changed to SunTrust when I realized their interest rate was 2 % lower. In XX/XX/XXXX, as is normal procedure, XXXX XXXX requested an appraisal, to which I paid {$500.00} for. ( My home valued at {$110000.00} XXXX. When applying for my loan on XX/XX/XXXX - just a little over a month after my appraisal was completed by the appraiser - I advised the loan officer with SunTrust that it was very important that I use the appraisal I just got, as I did not have an additional {$500.00} for one ( I live alone and off of social security, and live month to month ). I sent him a copy of my appraisal in an initial email as an attachment. I was transferred to a local SunTrust loan officer to finish my loan process. I sent that loan officer an email with my request to use my 1 1/2 month old appraisal. I sent him a copy in my email also. I also sent a copy mentioning my need to use my appraisal to another individual in the XXXX SunTrust office as well. The process I went through with SunTrust became concerning. They were not helpful by returning calls or emails. I felt I had to almost harass them to get a response on my loan status or on paperwork I questioned. Sometimes not getting a response for two weeks. I had always provided every document requested within 24 hours at the most. I did everything possible to keep this loan on task. I sincerely question anyone but me cared to complete it. I worked for years in mortgage loans and servicing, and banking, and felt, even with COVID excuses, they were not following through in any form of a timely manner on my loan. At one point, I was provided final papers for me to approve, to which I questioned their charging me {$540.00} for an appraisal they had not done in the loan cost section. I emailed to remind them I had sent them an appraisal several times that I had asked to be used. SunTrust never requested or ordered a different appraisal, so I figured they used the one I provided. I saw no other way my loan had gotten to the final stage for closing if they had not used my appraisal. At that point, SunTrust stated they did not have the appraisal. Well, I have several emails where I sent the appraisal to them almost 4 months earlier, and sent yet another attachment of my appraisal. They then told me " I '' had to request the appraisal be transferred to them. After contacting XX/XX/XXXXXXXX told me SunTrust had to request this be done, I could not. I immediately advised SunTrust. This took several weeks additionally - where I was looped with XXXX XXXX and SunTrust. SunTrust held my loan up XXXX XXXX months from my initial request, due to their unprofessional, unconcerned for the customer attitude. My appraisal situation was at forefront and provided to them to handle however they needed to in order to make my appraisal and loan work, or to advise me otherwise. They received their first appraisal attachment and my request to use it as such XX/XX/XXXX. I finally received an email from SunTrust at midnight XX/XX/XXXX stating " Our appraisal team has reviewed the appraisal from your previous lender and provided the following '' " Unfortunately, we would not be able to use this for a conventional loan because the appraisal expired on XX/XX/XXXX and due to it being a transfer, we would not be able to obtain an update ''. Where " conventional '' came from, I do not know. My loan has never been a conventional loan, my first loan with SunTrust was not, my request with XXXX XXXX was not, and this request was not ... .. all were FHA XXXX This has been a nightmare, financially, emotionally, and mentally. These people have - not tried to work my loan in any timely fashion, especially since my original loan is with them, and I provided everything within 24 hours of their request. - I am out {$500.00} and now have had to get a new loan, paying {$540.00} for another appraisal as thanks to SunTrust not being professional, caring, consistent, etc. in closing my loan - I tried to email SunTrust to ask what this was about my loan ever having to do with a conventional loan - ( I have copies of signed FHA request paperwork ). The emails came back - they had blocked me. I feel they did this as they know they truly made many mistakes costing me time and money .... and stressing me horribly. How I have not had a literal XXXX XXXX, I do not know. I made the comment to SunTrust that I felt that I was almost, if not, being retaliated against for complaining or begging to get responses or statuses on my loan over this loan period of time. I then went to reviews on a complaint site and was shocked at how many one star out of 5 stars they had. I felt their " attitude '' was regarding me, but obviously I am not alone in receiving poor treatment from SunTrust I have all copies of my emails with SunTrust individuals and can forward however you would need. MY ADVISE TO ANYONE CONSIDERING DOING BUSINESS WITH SUNTRUST/TRUIST -- -- -- - DON'T.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 327XX
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On or about XX/XX/XXXX, I reported fraudulent activity on SunTrust MasterCard Prime Awards credit card and requested a replacement card. Upon receipt of my card a new available credit balance was reported to the three Credit Bureaus on XX/XX/XXXX. Although my statement date did not end until XX/XX/XXXX! This resulted in TWO statement balances being reported to the Credit Bureaus WITHIN the statement cycle, resulting in reporting a high utilization and low available credit report BEFORE the XX/XX/XXXX payment due date and before the 30 day cycle. Because this showed that my credit utilization had INCREASED from 32-92 percent usage, all three Credit Bureaus dropped my credit scores by 24-32 points due to this error. I did request correcting this error in reporting to SunTrust on about XX/XX/XXXX and approximately two weeks later, a dispute was filed in my behalf by Suntrust with SOME of my lost credit points returned. In the meantime, my original statement date of XX/XX/XXXX was also reported to the three Credit Bureaus. My utilization as a result of my on-time payment resulted in a utilization of 28 %. However, AGAIN SunTrust reported a 2nd utitlization report to the three Credit Bureaus on XXXX-14 days into the 30 day statement cycle. And this AGAIN, impacted the credit scores of both myself and my 2 authorized users. As of today the impacted score is a 33 point drop! Today, I called card services to make another request to correct this repeated error. However, if the reason for the duplicate statement report is not corrected, this problem will continue to repeat in violation of the Fair Credit Reporting Act. What's more, there is no individual to speak with to resolve this issue when SunTrust is called on its own " 800 '' Card Services number other than customer service reps who have no information to explain or resolve the issue with the same rapidity in which this error occurs. What's more, these error along with the resulting lowering credit scores are impacting my ability to apply for the PPP loan, as well as refinancing my home mortgage. This is likewise true of my TWO authorized users. I request not only that this issue be corrected permanently with the three Credit Bureaus, but that it be resolved within the next 3 business days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 273XX
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report. Im requested the verification of the inquiries and the method of verification. On XXXX. XXXX, 2020, XXXX XXXX add a hard inquiry on my credit reports. On XXXX. XXXX, 2020, XXXX - XXXX XXXX add a hard inquiry on my credit reports. On XXXX XXXX, 2020 and XXXX. XXXX, 2020, SUNTRUST XXXX XXXX add a hard inquiry on my credit reports. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97230
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020, I opened a checking account with Suntrust ( now Truist ) at a branch location in XXXX, Georgia and deposited a check for {$2500.00} from XXXX XXXX, XXXX made out to me. On XX/XX/2020, I received confirmation that {$2500.00} was transferred from XXXX XXXX to my Suntrust account. On XX/XX/2020 I tried to check my account online but was denied access to the account. I called Suntrust and was informed that the money was debited and would be refunded to me 15 days after the account was closed. The customer service agent confirmed my address for the refund check. I did not receive a refund check within 15 days. On XX/XX/2020 I spoke with another Suntrust representative who told me the check was issued and sent to my residence but would not confirm the address. I did not receive the check. On XX/XX/2020 I met with a Suntrust XXXX XXXX ( XXXX, GA ) customer representative and inquired what was going on and how to recover the money. They now informed me that the account was closed due to fraud and that the money would only be released through " reclamation. '' They would not provide any reason as to why fraud was suspected. On XX/XX/2020, I spoke with XXXX in Suntrust 's Fraud Division. She was also unable to provide any information as to why my account was closed or where the money was. She then informed me that Suntrust would need to remit the funds to XXXX XXXX ( XXXX XXXX, XXXX XXXX XXXX ). She suggested that I contact XXXX XXXX and have them instruct XXXX XXXX to request a reclamation of the original check to speed up the process. She also stated that Suntrust was still investigating the account and could not provide a timeframe for resolution. I do not understand why Suntrust would freeze my account if they are still investigating potential fraud, as they claim, and have not made a determination that there is fraud. I spoke with XXXX and she requested XXXX XXXX request a reclamation. XXXX XXXX informed me that the reclamation was processed on XX/XX/2020. However, to this day, XXXX XXXX bank still has not received the money from Suntrust. To this day, I still do not have my {$2500.00} or any answers from Suntrust. I am a retiree and I am sorely disappointed in the lack of transparency and information about this process. As a retiree, I am living on a budget. While {$2500.00} may not be a large sum to many, it is a significant amount for someone in my position. I would like an answer and I would like my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Escrow company tried to get pay off amount on XX/XX/2021 again on XX/XX/2021 again XX/XX/2021 again XX/XX/2021 and a last time XX/XX/2021 I was supposed to close on XX/XX/2021 got extention to XX/XX/2021 todays date this has put the sale on my property in Jepor may not sale now in the amount of XXXX XXXX. this amount is way more then I owe on the property. This also made problems with a commit to another property that I committed to and am losing that one today. This lack of Suntrust doing there job is costing me 100s thousands of dollars today. This is real problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97233
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have not as yet received my annual property tax check from BB & T dba Truist. Normally I receive the check in the third week of XXXX. This has been the case since XXXX. No check has been forthcoming for XXXX. My property taxes are due nlt XX/XX/XXXX. I called BB & T/Trusit just before Christmas XXXX and was told the check would be mailed that week. On XX/XX/XXXX no check had arrived so I called again. I was told that the check had been mailed but would be cancelled and a new check mailed. On XX/XX/XXXX no check had arrived and I again called BB & T/Trusit. I spoke to customer service agent XXXX and was informed that again the check would be cancelled and a new one mailed. On XX/XX/XXXX still no check had arrived and I called again. I spoke to customer service agent XXXX who informed me that a request to cancel the check had been placed in BB & T/Trusit 's system on XX/XX/XXXX, had been actioned on XX/XX/XXXX and that the check had been mailed directly to the local municipality. I informed XXXX that was not the usual process, that the check was normally mailed directly to my home address and then I would then pay the property taxes myself. I further explained that the check provided by BB & T/Truist rarely met the property tax bill and that I would pay the remainder out of pocket at that time. Sending the check directly to the municipality would probably not meet the bill and leave me in arrears. I asked to speak to BB & T/Truist 's tax department but was told that was not permitted. She placed me on hold while she escalated the matter to her supervisor. After being on hold for 17 minutes she advised me that her supervisor was not available and would call me later on XX/XX/XXXX. No call was received from any supervisor. On XX/XX/XXXX I again called BB & T/Truist and spoke to customer service agent XXXX. I went through the whole matter again with her. She placed me on hold while she escalated the matter to her supervisor. After being on hold for approx. 12 minutes she advised me that no supervisor was available as they were all in meetings. She offered to have her supervisor call me later this date. I requested that she do so but also explained that I was submitting this complaint to CFPB, HUD and any other government mortgage regulatory agency I could find. Having heard that XXXX asked me to repeat which bodies I intended to submit my complaint and I obliged her. I would respectfully request that this matter be investigated and that any results be shared with me. Thank you in advance for any assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53188
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A