Date Received: 2020-12-19
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have been a BB & T credit card holder since XX/XX/XXXX. I have always paid my bills on time and generally did not carry a balance. In XXXX - XX/XX/XXXX, hundreds of fraudulent charges totaling more than {$3800.00} appeared on my card statement. I immediately contacted BB & T and they cancelled the card and issued a new card. I worked with BB & T to identify all of the fraudulent charges and corresponding foreign transaction fees, through the first few months of XX/XX/XXXX. I was given the impression BB & T was working to resolve this issue. However, in XX/XX/XXXX BB & T closed the fraud claim leaving more than {$2100.00} in fraudulent charges on my account. I insisted BB & T open a second fraud claim, and I continued to work with the BB & T fraud team. BB & T acknowledged and reimbursed an additional {$1500.00} in fraudulent charges in XX/XX/XXXX. As of XX/XX/XXXX, the account still includes more than {$600.00} in fraudulent charges unaccounted for. In addition, BB & T has charged late fees and interest of more than {$600.00}, and they've reported the account as late, severely impacting my credit score. This issue has been referred to several special investigation teams within BB & T and they have not been able to acknowledge all of the fraudulent charges. Now, due to both the large number of charges and the fact that numerous teams have attempted to resolve this ( without success ), BB & T states this issue is nearly too complicated for them to untangle. BB & T continues to insist I make payments on these fraudulent charges despite their ongoing investigation. I am concerned that BB & T will force me to pay for illegitimate charges and my credit will be permanently damaged as I begin the process of applying for a mortgage to buy a new house. Because of this damage to my credit, one financial institution has already denied my application for a bridge loan and would only approve me for a mortgage with a much higher interest rate. After more than a year and many hours on the phone with both the fraud department and BB & T 's collections agency I do not have confidence that BB & T will resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48161
Submitted Via: Web
Date Sent: 2020-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
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 XX/XX/2020, XXXX XXXX, XXXX add a hard inquiry on my credit report per XXXX. On XX/XX/2020, SUNTRUST XXXX XXXX XXXX add a hard inquiry on my credit report per XXXX. On XX/XX/2020, XXXX XXXX add a hard inquiry on my credit report per XXXX. 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: NY
Zip: 11224
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I made XX/XX/2020 payment before the end of the month. However, Suntrust Bank did not properly process my payment until 6 days later. Due to this delay, my payment was posted over 30 days late. I think it unfair since it is not my mistake and I had plenty of funds in my account to pay my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have 5 inquiries that are not mine, nor did I approve them and they appear to all be fraud. * XXXX XXXX XX/XX/2020 *Lighstream XX/XX/2020 *XXXX XX/XX/2020 *XXXX XXXX XXXX XX/XX/2020 *XXXX XX/XX/2020
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83647
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Dear Sir/Madam, I am writing to seek help with resolution of an issue with Suntrust Bank. In brief, I closed an account with Suntrust approximately 2 months ago. I was assured that a check would be sent to me with the existing funds ( ~ {$3400.00} ). When nothing was received, I contacted Suntrust, which confirmed that a check had been sent. I receive mail every day. While puzzling that the check was lost in the mail I gave Suntrust the benefit of the doubt. Suntrust ( customer service ) assured me XXXX XXXX XXXX that a new check would be sent. Again, nothing was received. I proactively contacted customer service again this week XXXX XX/XX/20 XXXX. During the call, the customer service representative investigated and reported back that a check was not indeed sent. Rather, a form would be needed to obtain a new check. They insist that the form be taken to a branch of Suntrust. I complained sufficiently that they emailed me the check rather than forcing me to go to a branch to pick it up. I have several problems with how this has unfolded. Foremost, given that this is the 21st century ( not to mention a pandemic ), there are a myriad of different ways in which those funds could have been returned ( including electronic transfer ). This seemed deliberate in its intent to stall the return of my funds. Second, their process deliberately relied on my actively pursuing them for the return of the funds. I asked the customer service representative directly : what would have happened had I not continued to contact the bank? Again, this seems highly problematic. Third and most importantly, I still have not received the funds, 2 months after closing the account. The bank has collected interest and inconvenienced me, while arbitrarily inserting obstacles to what should be a very simple transaction. The form is unintelligible and does not apply directly to this transaction i.e. it requires a notarized statement that something was lost. Again, there is no utility to this outside of prolonging the process. Specifically, there is no risk of duplication as Suntrust has already verified that no check was ever cashed and the bank is able to cancel the original check assuming one was really dispersed. I am frankly skeptical it was ever sent. Any help in resolving this is appreciated. Sincerely XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX | XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, MD XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: I sent {$300.00} on XX/XX/XXXX through XXXX on my SunTrust mobile app as a deposit on a puppy. It has turned out to be a scam and my bank is telling me that because the money was transferred immediately that they can not help me. The money was sent to XXXX account XXXX XXXX phone # XXXX. I was sent a contract that stated this depost was refundable. After sending a message that we would not be able to get the puppy due to Covid-19 numbers going up and not feeling safe to travel I asked for a refund. This is all being communicated through XXXX XXXX XXXX on the account of XXXX XXXX. The next message I received stated that they would deliver the puppy and asked for another {$300.00} stating it was so they could get the paperwork for the puppy changed to my name. After refusing multiple times to send more money as well as requesting multiple time for them to return the money we reported this to the police. We requested a video of the puppy and new information to send the {$300.00} that they were asking for and received the following information : XXXX account : XXXX XXXX e-mail : XXXX memo : XXXX only. This information was forwarded to the police and the e-mail account is a fake. The video sent was from XXXX. No more money was sent. After receiving multiple messages this morning, XX/XX/XXXX, I requested return of the {$300.00} deposit again and advised that this had been reported.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit reports. Im requested the verification of the inquiries and the method of verification. On XXXX XXXX, 2019, XXXX, on XXXX XXXX, 2019, XXXX XXXX XXXX XXXX and on XXXX. XXXX, 2019, XXXX XXXX XXXX add a hard inquiries 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: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I had all the money from my closed IRA and unemployment in my Suntrust checking account. I used the account XXXX night and XXXX my account was closed without any email or call from bank leaving me literally with {$0.00} to my possession when I could they simply said they closed my account without any explanation and couldnt access any of my money until theyre investigating was done. I recently lost my job due to covid and this is the only $ i had to my name and I can even get an explanation after banking with them 9 years. This is second time they did this to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Problem when making payments
Subissue:
Consumer Complaint: Suntrust bank has been giving me sooooooooooo many challenges with my loan over the past year and now that I have closed the loan they have not refunded the {$10.00} they owe me after I closed out my loan
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: 2020-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I just want to start by saying as proven by my banking history, you will see numerous back and forth transactions with the application " XXXX ''. I am a very frequent user of the application and have had my card attached for quite some time. On XX/XX/20, I attempted to send a payment using the " XXXX '' application. Instead of using my available balance within the app, the payment sent from my attached card. Due to this error, this overdrawn my bank account. I IMMEDIATELY noticed it was sent incorrectly and went right over to my banking app to correct it. I transferred {$16.00} from my money account and was going to send the rest back from the XXXX application which is instant. Before I can do that, I was hit with a ridiculous {$140.00} in overdraft fees. There is no way a {$15.00} transaction should warrant {$140.00} in overdraft fees, especially when i immediately went to transfer the amount back. It was an obvious error and mistake. I called in and was told because of the {$15.00} overdraft, that all of a sudden makes all of my PENDING transactions that were already PAID FOR come with an overdraft fee. So i was charged a overdraft fee for the {$15.00} transaction and every item that was pending. I expressed that even though transactions were pending, they were still PAID FOR with the balance I had available when purchasing and that was already DEDUCTED from my account. Just because it was in " pending '' state and have not posted yet does NOT ERASE MY MONEY THAT I USED AND HAD AVAILABLE TO PAY FOR MY ITEMS. So while i would not minded to pay an overdraft for the {$15.00} transaction. In no way shape or form should I have to pay an overdraft for items that were paid for, pending or not. I have NEVER IN MY LIFE heard of anything like that with any other bank. The representative agreed and apologized then offered to look into getting me a refund. She then tells me " THE SYSTEM '' only allows a refund of {$30.00}??! and there is no way for her to override. In other words you have customer service reps for no reason? Since a ROBOT or SYSTEM runs your company?! RIDICULOUS! So after hours of attempting to handle this it goes unresolved for a few days. On XX/XX/20, my credit card bill which was on autopay takes from my account which then results in ANOTHER {$36.00} overdraft. So by now my account is so completely messed up because of your bogus business practices and I had to re route all of my bills because of this. Now every other day {$8.00} more charges to my card. It is XX/XX/XXXX and my balance is NEGATIVE {$480.00} IN MADE UP BOGUS OVERDRAFT FEES FROM A TRANSACTION OF {$15.00}!!!!!!!!!! Everybody apologizes and understands but can only offer me {$30.00} in return which is UNACCEPTABLE. Then you have the absolute nerve to mail me letters nonstop as if I OWE YOU MONEY! THESE ARE YOUR FEES ON MY ACCOUNT! I have tried to resolve with customer service and i am attempting to get this resolved with the higher ups now. If all fails then I will get my lawyer involved as well as go to the media. I will never pay you over {$400.00} in made up XXXX fees for a mistake transaction of {$15.00} THAT I TRANSFERRED RIGHT BACK! PLEASE CONTACT ME TO SPEAK AND RESOLVE THIS ISSUE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07304
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A