Date Received: 2020-12-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This complaint is about the unprofessional handling of SunTrust with clients who have accounts that are compromised. Suntrust is now also called Truist but I will refer to the bank as SunTrust. On Monday, XX/XX/XXXX, I received a fraudulent call from someone who was masquerading as a SunTrust employee. The phone call came from an actual SunTrust phone number and the person used the same speaking pattern and asked for the same credentials that normal SunTrust employees use. He asked claiming there was a fraudulent transaction attempt on my card and asked to verify myself as the primary account holder. He asked for the last for numbers on my account, my security question, and my pin ( which are normal questions SunTrust asks over the phone ). But when he started asking for my username and password, I became suspicious of the call and refused to give him this information. Within the 5 minutes after this call, I called the same number back and it directed me to SunTrust. I immediately got hold of the Fraud Department and asked them if I was called. The first person I spoke to was a woman named XXXX and she verified that SunTrust did not call me that day. I was already on route to a physical SunTrust location as well so she hung up the phone. I was under the impression she already marked my account as being compromised but she didn't. There was no banker on site at the XXXX XXXX location I went to in Georgia. So I was merely advised to open a separate checking account myself and transfer all my money there. At this point I also went ahead and changed my password, username, and security questions for my account. Transferring my money caused an overdraft fee that I also had to pay myself even though this whole situation could've been handled by an actual employee of SunTrust. But instead I was made to do it all myself. I called back again an hour later ( around XXXX XXXX ) to ask for an expedited card. I talked to an employee who gave me her name as XXXX. It was then I found out that my first checking account was never marked as fraudulent or compromised. Frustrated, I asked XXXX what can I do to protect my account and my identity. But instead of answering my question, she just kept repeatedly asking me if she should send me a card for my new account or if I want to go in person to a physical branch. She kept repeating that the same cellular number I was calling from and the same number I used to open the account could not be authenticated. She didn't listen to any of my concerns, offer any suggestions, and gave me the impression that she tuned me out then entire time. I asked her for a manager but she insisted no manager would be available until XXXX XXXX. Why suddenly were there no managers available or why would they be available after XXXX but not at XXXX made no sense but I requested it anyway. That night I received a call from an unknown number. Afraid of any more fraud calls, I didn't answer. After getting a voice mail, I realized it was a manager with SunTrust. I don't understand why they wouldn't use the SunTrust number to call me. The next day, on XX/XX/XXXX, I went in person to the physical bank branch at XXXX XXXX via appointment at XXXX XXXX. I spoke to a banker by the name of XXXX XXXX. After verifying with her about the situation, she didn't want to acknowledge that this could have been a disgruntled SunTrust employee who has my account information. She also didn't want to admit that I could be a victim of the XXXX SunTrust hack where information on millions of SunTrust clients were stolen. She kept trying to push the blame onto me and kept trying to state that SunTrust wasn't responsible. She also commented about how extensive the SunTrust notation system was even though I pointed out that the first person I spoke to ( XXXX ) didn't even flag my checking account as compromised. There also was no notation regarding my attempts to notify SunTrust of the Fraud information and my request to protect myself. When frustrated, all she kept doing was asking me what I want to do. I asked her to close the checking account that was compromised and expedite a card for me for the new checking account. And as far as identity protection measures, all she offered was to get a higher tier account with SunTrust and pay to protect myself. Why would I deepen this relationship with SunTrust when they have just proven they don't care about their customers? Thinking that everything will soon be taken care of, I left her office. The compromised checking account disappeared from my mobile App and I was under the impression everything will be fine. However, the next morning ( XX/XX/XXXX ) at XXXX XXXX., I woke up to a fraudulent charge of {$500.00} for a XXXX XXXX ACH transaction. Panicked, I called SunTrust again. I spoke to a man named XXXX with the Fraud department and told him about the situation. All Suntrust at this point wanted was a audio recording of me stating it wasn't me who wanted did the transaction. XXXX could not explain to me why the checking account wasn't fully removed. In fact, despite being assured that SunTrust had an extensive and dependable notation system, XXXX told me the request to close the compromised checking account was done on the XXXX. How could that be possible when I went in person to request closure on the XX/XX/XXXX with XXXX XXXX? I don't understand if I did all I could to try and prevent fraudulent activity, why SunTrust could allow it to happen anyway. XXXX sounded like the first experienced and component person in the Fraud Department at SunTrust. However, I kept getting told that the Fraud department doesn't have the " knowledge '' to close accounts. If thats true, could SunTrust not just tell me that and transfer me to someone who can? At this point, I needed someone at a higher tier. I asked to speak to the manager at the Fraud Department. I waited another 40 or so minutes for a manager with the Fraud department. He already came to the phone ready to fight with me. He also kept insisting that the Fraud department can't close accounts. I asked him why then did their notation state that my request to close the account came in on the XX/XX/XXXX when I've spoken to only the Fraud Department on that date. Then I asked him why the first person I spoke to ( XXXX ) didn't mark my account as compromised when I called her. The phone mysteriously hung up and I never got a call back from him. I then decide to call XXXX XXXX. On first being answered by the XXXX XXXX branch, the woman who answered the phone was very rude. I told her I was calling regarding a fraud case and she tried to tell me SunTrust would be have caught it if I already reported it. I told her that was a lie because I had to call to notify SunTrust and she kept cutting me off stating " ma'am let me finish. '' She was very rude and knowing she was, she refused to give me her name every time i asked. She put me on hold for 50 minutes while I waited for XXXX XXXX to come to the phone. When XXXX answered she was very short with me. She kept repeating she doesn't have time because she has other clients waiting and she could try to call me later. I asked her why she, nor anyone else at SunTrust, didn't put a transaction freeze on my checking account when I notified SunTrust my account was compromised. The first reaction she had was a " Oh yeah '' as if it completely slipped her mind that was a course of action that I could take. Then she told me to call the 800 number again to get that done. It's obvious now the Fraud Department is so vastly unprofessional so there was no point. I asked to speak to her manager. She told me the branch manager was out and wouldn't return until a week later. It was after continuously stating that in the event of emergencies, who does she report to. No company leaves without leaving behind a line of command for emergencies when individuals are out. It was then that she revealed that the branch manager isn't even her boss but it's someone who works at a different location by then name of XXXX XXXX. I called XXXX XXXX and honestly she was the first understanding and polite person I spoke to at Suntrust in the entire 3 days dealing with this. She put a freeze on my account and offered to put my complaints to higher management. I don't know if she did but she tried to assure me that SunTrust will be on top of the new case I opened with the fraudulent {$500.00} transaction. She also told me she was going to give my case to another person at her branch because she was going on vacation the next day. And that she would call me by the end of day. But she, nor the second person she referred me to, never called me back. At this point I am fully convinced that Suntrust ( now Truist ) does not care about their clients being compromised nor do they care about client information being stolen until it costs SunTrust money out. I went into the physical branch that XXXX worked at in XXXX, and pulled out all my money, with a requested to close all my accounts. The new checking account I had opened wasn't closed even after days of waiting. I also called the FDIC to complain and was referred to call SunTrust 's ( now Truist ) main branch in North Carolina. I left a message with my name and phone number at their office on the same day ( XX/XX/XXXX ) with a few details about the case. I have yet to receive a call back. On XX/XX/XXXX, I contacted SunTrust/Truist via messaging to close the remaining account. SunTrust doesn't care to handle any compromised accounts, nor offer any sort of help for clients. SunTrust also highly speaks about their extensive notation but it's clear that their notation system doesn't work. There is no communication through the different departments and the departments like to throw up hands and claim they can't handle things. From this experience, I've learned that Suntrust doesn't care to take any responsibility or accountability and is ready to blame anyone but themselves. I will recommend to anyone who cares about their money and their identity to never bank with SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2020, I discovered that my online bill pay scheduled recurring payments were showing up as 'cancelled ' 7 days after showing as 'completed '. I requested assistance with this issue from SunTrust several times, and to this date I have not only NOT received any help, but I have discovered several more problems with my account, caused by XXXX, difficult, and nasty CSR 's.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2020-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-26
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: Approximately around XXXX XXXX 2016, I contacted XXXX XXXX XXXX XXXX SC to obtain a vehicle. I applied for financing and was denied. I was told I needed a co-signer. A relative agreed and we submitted a second application with her as co-signer. I was informed that she had a good XXXX XXXX and I had the income to support the application. The loan was approved and I was informed that the paperwork would be overnighted to the relative for signature. I did not see her paperwork. In the interim, I added the vehicle to my insurance. My aunt and I both agreed to have her a co-signer. All paperwork and correspondence went to my relative. Neither of us knew that this was the first indication of deception. After researching XXXX, I have found that several of my rights have been violated per the FDCPA, which makes it illegal for debt collectors to use abusive, unfair, or deceptive practices when they collect debts. 1. XXXX XXXX mislead both myself and relative into a deceptive loan. We entered into an agreement with XXXX, not XXXX XXXX. According to the FDCP, The term creditor means any person who offers or extends credit creating a debt or to whom a debt is owed, but such term does not include any person to the extent that he receives an assignment or transfer of a debt in default solely for the purpose of facilitating collection of such debt for another. '' 2. XXXX XXXX acted on our behalf and transferred our account to a sub-prime lender, XXXX. 3. XXXX XXXX misinformed our application intent, which resulted in myself and relative being co-applicants. With my " relative '' being the primary. We would have never agreed to this, " relative '' does not have a Driver 's License. 4. XXXX has collected on alleged debt for this sub prime loan since XX/XX/2016. The total amount of the vehicle was {$20000.00}. The balance on the loan over 4 years later remains the same. 5. XXXX has contacted and harassed me as well as my relative on our jobs, cell phones and home numbers. Further, XXXX harassed my relative at her job after being told numerous time that she could not receive such call on her job. Regional Acceptance Corporation has violated the Fair Debt Collection Practices Act, which protects consumers from abusive or harassing treatment by debt collectors, and the Furnisher Rule of the Fair Credit Reporting Act. 6. Payments on alleged debthave gone to finance fees and late payments, with none to the principal balance. Which has resulted in a balance that has ballooned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2020-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-24
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I bank with truist/ BB & T , over the time that I have an account with them for over 3 years, I have had problems with my account balance saying one amount available and then when I use money from this account, I get hit with a overdraft fee of XXXX. I have spoke with agents several times and they have explained there reasons for this, but it never adds up to the amount that was present in my account at the time of the alleged overdraft fees. I received two overdraft fees for XXXX upon looking at my account today, XXXX XXXX 2020 when it stated on line that I had money available to use the previous day of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020 I made XXXX transfer of {$600.00} from our checking account with SunTrust bank ( truist ) for the purchase of XXXX XXXX puppy. I can give much longer explanation, but the short version is : company is a fraud ( still have online presence ) and the whole " puppy '' is a scam. There now few XXXX warnings about that company but I guess no legal actions were taken by anybody. Web site name is : XXXX They offered XXXX electronic transfer as a way to pay for the puppy and even shared their email, name and telephone numbers in order to receive our funds. As soon as I sent money, they completely disappeared and no more communication can be established. When we immediately raised concern with SunTrust bank fraud representative they took all our information and created the Case and promised to investigate within 10 days and contact us with the result of their investigation. It took them less than 7 days to send us letter saying that our funds can not be returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23233
Submitted Via: Web
Date Sent: 2020-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Well the bank or XXXX XXXX stole my money one of the other they don't want pay me back they had XXXX my life bb & t
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX XXXX, FL XXXX Social Security # XXXX DOB : XX/XX/XXXX XXXX XXXX XXXX,XX/XX/XXXXXXXX, XXXX, Texas XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. XX/XX/XXXXXXXX, XXXX, GA XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX, XXXX, PA XXXX DISCLOSURE : THIS IS NOT AN IDENTITY THEFT DISPUTE, PLEASE REFRAIN FROM TAKING ANY POSITION OF IDENTITY THEFT EITHER WITH ANY CREDIT REPORTING AGENCY OR ANY SUBSCRIBERE THAT PARTAKES IN THE PRIVLIDGES ON REPORTING CONSUMERS PAYMENT HISTORY, IT IS A DISPUTE ON GROUNDS OF VALIDATION PURPOSES ONLY. LEGAL DISPUTE REQUESTING FULL DISCLOSURE OF TRUE TIMELINES PERTAINING TO TRADELINE PROCUREMENT, IN ADDITION TO ACTUAL PAYMENT HISTORY PROVING ACTUAL INITIAL DATE OF FIRST 30-DAY LATE PAYMENT HISTORY, THUS TRIGGERING THE 7-YEAR RULE THAT RELATES TO ERRONEOUS OR OBSOLETE INFORMATION. 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ] ( a ) Information excluded from consumer reports. Except as authorized under subsection ( b ) of this section, no consumer reporting agency may make any consumer report containing any of the following items of information : ( 1 ) Cases under title 11 [ United States Code ] or under the Bankruptcy Act that, from the date of entry of the order for relief or the date of adjudication, as the case may be, antedate the report by more than 10 years. ( 2 ) Civil suits, civil judgments, and records of arrest that from date of entry, antedate the report by more than seven years or until the governing statute of limitations has expired, whichever is the longer period. ( 3 ) Paid tax liens which, from date of payment, antedate the report by more than seven years. ( 4 ) Accounts placed for collection or charged to profit and loss which antedate the report by more than seven years. ( 1 ) ( 5 ) Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.1 ( b ) Exempted cases. The provisions of subsection ( a ) of this section are not applicable in the case of any consumer credit report to be used in connection with ( 1 ) a credit transaction involving, or which may reasonably be expected to involve, a principal amount of {$150000.00} or more ; ( 2 ) the underwriting of life insurance involving, or which may reasonably be expected to involve, a face amount of {$150000.00} or more ; or ( 3 ) the employment of any individual at an annual salary which equals, or which may reasonably be expected to equal {$75000.00}, or more. ( c ) Running of reporting period. ( 1 ) In general. The 7-year period referred to in paragraphs ( 4 ) and ( 6 ) ** of subsection ( a ) shall begin, with respect to any delinquent account that is placed for collection ( internally or by referral to a third party, whichever is earlier ), charged to profit and loss, or subjected to any similar action, upon the expiration of the 180-day period beginning on the date of the commencement of the delinquency which immediately preceded the collection activity, charge to profit and loss, or similar action. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. XXXX XXXX XXXX XX/XX/XXXXXXXX, XXXX, TX XXXX ( XXXX ) XXXX, ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. CREDIT AGENCIES AGREE TO WAIT BEFORE ADDING MEDICAL DEBT TO RATINGS XXXX XXXX XXXX XXXX XXXX, XXXX Account # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account # XXXX At this time I make the claim that the medical debt procured against me on any or all credit reporting agencies, should be deleted permanently. Too many consumers have learned the hard way that their credit rating can be tarnished by medical bills they may not owe or when disputes delay insurer payment. That should change under new policy agreed to this week by the three major credit reporting agencies. The agencies say they will establish a 180-day waiting period before medical debt is added to someones credit report. In addition, the agencies agreed that when an insurer pays a bill, the debt will be promptly removed from the consumers credit report, unlike certain debts that remain for years. The changes are part of a settlement between the credit rating agencies XXXX, XXXX and XXXX and the New York Attorney Generals office that aims to improve accuracy and enhance procedures for disputing credit report errors. The agreement covers consumers across the country. The three agencies gather information from banks and collection agencies about consumers credit such as payment history and how much someone owes to credit score for more than 200 million individuals throughout the country. A persons credit score is used as a measure of credit worthiness, and can influence peoples ability to get loans and the interest rates they are charged, among other things. This is going to help millions of people access more affordable loans, says XXXX XXXX, a principal at XX/XX/XXXXXXXX in XXXX XXXX, XXXX. People will no longer be penalized for having a medical bill slip past them and get on their credit report even though the bill gets paid. Insurers sometimes wrangle with patients and providers for months before paying a bill. The new six-month waiting period will give consumers time to resolve such disputes, XXXX noted. Medical debt accounts for more that half of the collection items on credit reports, according to a report by the Consumer Financial Protection Bureau. Among people facing collection for only medical debt, about half have otherwise clean credit reports with no sign of past debt collection problems. On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. This letter is addressed to the subscriber furnishing the information on my credit reports, and if this letter is addressed to any credit reporting agency, then it is considered a ghost letter mirroring the actual request for documentation of a credit trade line I may have issues with. It is my understanding that each credit reporting agency has an obligation to maintain accuracy within the banking/credit community, and I will fulfill my obligations to work within the credit system as it was designated. Thank you for your full consideration in this matter. Sincerely, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34207
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I was denied for a home refinance loan this summer because of a negative item on my credit report from BB & T. Around the same time this happened, my husband started receiving calls from a debt collector on behalf of BB & T. Until that point, we had never even heard of BB & T. I have tried calling BB & T multiple times, but their phone IVR system makes it nearly impossible to talk to anyone if you dont have an account number and pin. When I was able to get ahold of someone XXXX XXXX XXXX, she confirmed that two fraudulent accounts were opened in my name at a bank branch in XXXX. I live in OH and have never been to XXXX. XXXX said she filed the fraud claim on the credit card account that was opened, but I would need to call a different number for the other account ( retail credit line ), which was the account that had charges on it. I talked to multiple people at 4 different phone numbers before talking to someone that told me she filed the claim and that someone would call me within 24 hours. That was nearly two weeks ago and I havent heard from anyone. I have also disputed this with XXXX XXXX, but they did not do their due diligence as is required by law. I filed a 2nd dispute that was never finished by XXXX XXXX also. This was before talking to BB & T.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 435XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: an account was opened in my name by unknown individual on XX/XX/2020 at Suntrust Bank I have reported it to Suntrust and account has been closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10471
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Suntrust Bank has my correct Bank Account information, but they tried to charge an old account for my automatic payment. They reported the account as 30 days late on my credit report before notifying me that the payment didn't go through. They did not communicate with me until after the payment was 30 days late. But, I was setup on automatic payments, so the payment was not late at all. This has tanked my credit score right as it's time for me to buy a home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A