Date Received: 2020-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust received payoff for our loan on XX/XX/2020. We were advised it would take about 15 days to close out our escrow account. After that time I contacted them again and they said our escrow refund had not been sent yet. I called again after the XXXX of XXXX and was told our refund check was mailed on XX/XX/2020. After a week of not getting it I called and again was told it takes up to 10 business days. We did not get the check by that time and I called again and was told it was mailed and I needed to give it more time. Today is 28 days since Suntrust received payoff and we still have not received our escrow refund. I called today and after a 30 minute hold XXXX answered by call. I explained everything to him and told him this is not acceptable. It never took 30 days for my payment to get to them and it should not take 30 days to receive a check they mailed to me. I asked to speak to a supervisor who could authorize a stop payment and overnight me a check. He put me on hold a few minutes, came back and said they were working remotely and it might take another 3-4 minutes. I told him I would hold because this needed to be resolved. Instead of him putting me on hold, he disconnected the call. I used to work in a call center, I know calls are disconnected when the associated doesn't want to be bothered with the problem. Suntrust at this point owes me my check, plus interest at the rate of XXXX which is what I was paying on my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32259
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: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington, DC., XXXX Re. Complaint Against SunTrust Inc. ( Truist Financial Corporation ) Dear Sir or Madam : My name is XXXX XXXX and I am a customer of SunTrust Inc. ( Truist Financial Corporation ) ( the Bank ). I hereby respectfully request that the Consumer Financial Protection Bureau ( CFPB ) investigate the Bank for placing an unwarranted restriction on the funds of my checking account ending in XXXX. In XX/XX/XXXX, the Bank placed a restriction on the funds of my checking account ending in XXXX. And, on XX/XX/XXXX, after I submitted a complaint with CFPB under Case XXXX, the Bank advised me that such restriction was based on an alert of the Fraud Operations Department stemming from certain XXXX Transfers that were credited to my bank account. See XX/XX/XXXX Letter from the Bank to XXXX XXXX, attached as Exhibit 1. Moreover, the Bank advised me that [ i ] f you are able to provide documentation that the XXXX transfers that were credited to your account are valid and belong to you, we will review the information for possible release of funds that are being held.... Id. On XX/XX/XXXX, pursuant to its letter of XX/XX/XXXX, I provided the Bank with my sworn declaration confirming that the XXXX transfers that were credited to [ my ] account are valid and belong to [ me ]. Letter from XXXX XXXX to the Bank attached as Exhibit 2. In my sworn declaration, I advised and submitted proof that I am a dentist with no criminal records whatsoever and the XXXX Transfers are payments made by his clients. Specifically, I explained that [ a ] t times, my clients wire transferred their payment to my bank account with SunTrust ( checking account ending in XXXX XXXX via XXXX. In other cases, my clients wire transferred their payment to a bank account that I had with XXXX XXXX XXXX checking account ending in XXXX ) and I subsequently transferred the money to my SunTrust bank account, also via XXXX. Attached to my sworn declaration I submitted, among others, a copy of the medical records of the clients who made these payments. On XX/XX/XXXX, after a number of emails following up with the Bank on the status of my case, the Bank advised me that it will continue to hold the funds. A copy of this correspondence from the Bank is attached here as Exhibit 3. Nevertheless, the Bank also advised that it will consider another review [ of Mr. XXXX request for returning the funds of the checking account ending in XXXX XXXX if sworn/notarized statements from the senders can be provided to show that the funds were intended for Mr. XXXX XXXX. Id. On XX/XX/XXXX, once again following the Banks directions, I secured and submitted to the Bank the sworn declaration from 41 out of the 43 individuals who made payments using my XXXXXX/XX/XXXX accounts confirming that the funds were intended for Mr. XXXX XXXX. See XX/XX/XXXX letter from XXXX XXXX to the Bank attached as Exhibit 4. Unfortunately, I was not able to secure a sworn declaration from the remaining two individuals due to the passage of time. However, I submitted a declaration stating under the penalty of perjury that the funds transferred by these two individuals were also intended for me. Further, I submitted the records of my XXXX XX/XX/XXXXaccounts showing that a good portion of the funds in my account with the Bank come from a bank account that I previously had with XXXX XXXX. On XX/XX/XXXX, the Bank responded that [ t ] he funds will remain on hold. If the senders of this money want to make individual claims for the funds, they can make a claim through their banks or by mailing a letter to Truist Bank telling us exactly what transaction they are disputing. Email from the Bank to XXXX XXXX, attached as Exhibit 5. With this response, the Bank asked me for something impossible to do since the senders of the XXXX transfers had testified in their sworn declarations from XXXX XXXX, under the penalty of perjury, that the funds belong to me. Therefore, also on XX/XX/XXXX, I requested the Bank to confirm under what grounds is it holding my funds and until when is it planning to hold such funds. See a copy of this email attached as Exhibit 6. On XX/XX/XXXX, the Bank advised me that The funds are being retained in the event that a Hold Harmless agreement, return or claim is received. This is in accordance with our Rules and Regulations for Deposit Accounts ( attached pages 28 and 29, see Payment Suspension, Adverse Claims ), which explains that we may suspend payment and/or place a hold on your account if the bank determines that the ownership of funds is in dispute. We have determined that the ownership of these funds is in dispute. A copy of the Banks XX/XX/XXXX and enclosures is attached here as Composite Exhibit 7. For purposes of the Banks Rules and Regulations for Deposit Accounts ( the Banks Rules ), dispute refers to five different types of scenarios ( see Payment Suspension clause ). And, the Bank did not advise when would the until the dispute, allegation, or problem is resolved or determined to the Banks satisfaction ( see Payment Suspension clause ). Further, the Bank did not provide me a fully copy of the Banks Rules. Accordingly, on XX/XX/XXXX, I requested the Bank to further clarify the following : ( i ) For purposes of the Banks Rules and Regulations for Deposit Accounts ( the Banks Rules ), dispute refers to five different types of scenarios ( see Payment Suspension clause ). Under which of the five scenarios is the bank retaining the funds from the account of Mr. XXXX? ( ii ) Under the Banks Rules, funds will remain retained until the dispute, allegation, or problem is resolved or determined to the Banks satisfaction ( see Payment Suspension clause ). When will that happen here? Additionally, could you please provide a full copy of the Banks Rules? Your email of XX/XX/XXXX only enclosed a copy of pages 28 and 29 of the Banks Rules. A copy of my email from XX/XX/XXXX is attached here as Exhibit 8. However, and despite other two emails that I sent to the Bank following up on my request for information of XX/XX/XXXX, I have not received a response. See a copy of my emails from XX/XX/XXXX and XXXX, XXXX attached as Exhibit 9. Against this backdrop, the Banks legal basis for holding the funds of my checking account ending in XXXX is less than clear. I fully complied with all of the Banks demands for information about me, my clients, and the payments that I received using my bank account regardless of how unburdensome and unreasonable the Banks demands were. But nothing seems to be enough to satisfy the Bank. And, the Bank is now requesting me information from my clients that I can not legally obtain, as well as arguing, based on the Banks own rules, that it can permanently hold my funds. Accordingly, I respectfully request the CFPB investigate the Bank for placing an unwarranted restriction on the funds of my checking account ending in XXXX. Thank you in advance for your attention to this matter, and if you have any questions in connection with this matter, please feel free to contact me at your convenience. Sincerely yours, 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: 331XX
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: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I went to deposit a XXXX dollar check online at XXXX around XX/XX/XXXX. The check never went through on my end but they still took the money and have not returned it. They stole this money and will not give it back. I want my money back immediately and have called them many times. Suntrust bank is a fraud!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 950XX
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: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: In 2016, I purchased a vehicle from a car dealer who used Regional Acceptance to finance the transaction. The loan was for {$34000.00} for a brand new XXXX XXXX XXXX. Also, I had less than perfect credit which explains the subprime lender, Regional Acceptance who financed my car loan for a whooping 22 % APR. I was given the promise that if I pay the vehicle for six months, on time, I will be easily refinanced by XXXX because they will see that I made the payments and established a XXXX relationship. The salesman agreed that the monthly payments ( {$830.00} ) were astronomical, and this was the necessary plan. I made my payments on time each month for six months before I inquired about refinancing with XXXX, I went to the same dealership. I was flat out denied and told that I could not seek any refinancing because my car loan was upside down in the amount of {$10000.00}. I asked how could my vehicle be upside down for that amount when it was purchased brand new, six months prior and I was told explicitly that I was given the full amount of value for the car I was trading in ; therefore, I was making a purchase for the new vehicle alone. Apparently, this was not the case and Regional Acceptance was well aware, I went over my sale contract with a fine tooth comb just as when I signed it, I did not see any details noting that {$10000.00} was being added into the new vehicle. In fact, the contract detailed all the fee items and the cost, no where stating an inclusion of {$10000.00}. After paying on this vehicle for two years, the principle balance did not go down, I was stressed with the payment each month because it was equivalent to a mortgage payment. I could not find suitable housing because I was exhausting my debt to income ratio, I could not get refinanced because my XXXX scored suffered from debt to income ratio even more, and no one would refinance the amount I continued to owe on the loan. I was not in the position to work extra hours because my job does not allow it, and when I tried to get a second job it provided additional money for gas and tolls, nothing close to providing additional income to pay down this loan. Regional Acceptance would not refinance the terms, although I begged and pleaded with them to help. They just told me to keep paying. I was so stressed I couldnt sleep, I couldnt think straight, I started to fall into despair because I was trying to make ends meet and still pay the car loan, because if I didnt I would be flooded with collection calls, and an even worst credit report/score, I had no sign of relief. I was so desperate, despite the upside down, I went to other dealers who laughed in my face once they saw the details of my dilemma while some had such a look of pity that I had been taken advantage of and there was nothing they or I could do in this situation. The only remedy I was ever provided was to come up with a {$10000.00} minimum or {$12000.00} down payment to allow me to apply for another car without the negative equity. I have yet to mention, that I am a single mother of three children, living in a metro area of New Jersey. I was severely depressed at this point that I called Regional Acceptance and told them that I wanted to voluntarily surrender the vehicle. I made several phone calls and each one, the representative tried to get me to a apply for an extension instead ; I advised them that I am aware if I do that then I will just be adding onto my current bill in finance charges further putting me into a debt that is already egregious. I also stated that if they would seek to help me than explain to me how they were able to include {$10000.00} into my new car loan without providing any statement of fact or details in the contract, as well as refinance options since I have been a customer for some time and they have been receiving payment. They refused to provide explanation or help but continued to advise me to apply for an extension. I immediately advised them to prepare for my voluntary surrender and to process it in a timely manner as I had already made my monthly payment and did not want them to try and start reporting me as delinquent. I arranged for them to pick up the vehicle and asked that they provide me a written statement stating that I am voluntarily surrendering, I was advised that it doesnt matter because it will still be negative on my credit report. I felt as though they were using tactics to keep me bind in their services. I asked if I could transport the car to the designation to not incur the additional {$900.00} transport fee but they told me I can not and said someone will be in touch. I got a call a few days later from an individual who advised me that I can just leave the keys in the mailbox of my home. I stated that this does not feel secure and Id like to be present to ensure the vehicle is picked up and receive the companys information as well as my letter from Regional Acceptance. The individual told me that Regional Acceptance did not provide any letters and I advised that no one would be able to pick up the vehicle without acknowledgement of receipt that expressly states that it is a voluntary surrender. Another day passed, and the individual stated that he asked for the paperwork from Reg. Accept. and we made arrangements for the vehicle to be picked up by his company. Literally, one week passed and I received two letters within days apart, ( 1 ) telling me they intend to sell the vehicle at an auction, ( 2 ) they sold the vehicle for {$11.00}, XXXX. The second letter detailed that minus the sell of the vehicle, I now owe them a whooping {$23000.00}. I then received phone calls from a collection company, the manager of my account, Ill never forget because he insisted that I make a payment for more than I could afford, at this time I was drowning in my debt from trying to ensure that the car was paid when it was in my possession and paying minimum to other creditors. The manger told me and I quote I was a fool to believe that my little $ XXXX/m payment was anything and I was even more foolish for asking for any bills or letter detailing this arrangement. I sent a certified letter to Regional Acceptance letting them know what was said to me and how I was being treated and they never responded, I called them as well and there was nothing they could do. I asked if I could pay them directly to avoid this verbal abuse every time the manager calls me about the account and they said I had to work with him they do not have my account. Within this time, another collection company called me about the account. I immediately told Regional that two companies are calling me non stop about this same account and they just blew me off. Time has passed ( four years ) and I contacted Regional Acceptance about my account as no one was providing where the account was held but they are the ones reporting each month on my credit reports. Again I asked if I could pay them directly and they gave me a number to call a collection agency which didnt answer the phone, when I advised of that they just told me to keep calling the collection company. More time passed, and Im in year five of holding this blemished account. I was now in a worst position than before because the home I was renting in, was facing foreclosure so I had to leave in short notice. Yet, again, I was denied apartments or mortgages because of this looming account of {$23000.00} from Regional Acceptance. I spent all those years cleaning up my credit, paying down debt, paid off debt, paid accounts on time, and joined government and private programs to help me secure a home through financial budgeting and planning strategies ; everyone once again told me the car loan was a problem for my debt to income ratio. I made a final attempt to contact Regional Acceptance and asked for an IRS form to write off the amount of the debt and be responsible for paying the taxes, they refused my request stating that my account was ineligible for the form because an account has to be with six collection agencies before they could send me the letter. I know this information is untrue, they have been avoiding me for years despite my numerous attempts to rectify this debt. Since, I was now facing a possible homeless situation I had no choice but to file bankruptcy just to get rid of the debt from Regional Acceptance. This was the only way that I could even attempt to apply for another apartment. However, after five years of battling this financial dilemma, filing bankruptcy has caused me to turn in every account and vehicle I had in good standing and I am forced to deal with not a voluntary repossession but a tarnished credit profile for an additional ten years due to the bankruptcy. Regional Acceptance is not just a subprime lender but their practice of providing loans at the expense of the consumers hardship is rather malicious and predatory behavior. They are not allowing an individual a chance to rebuild their credit while acquiring a vehicle, they are providing unaffordable, unfair loans to consumers that are at a high risk of defaulting with the slightest change in their finances. In my case, the loan to car value was clearly high to this bank and the car dealership. The amount of my monthly car payment was extremely high compared to my monthly income, the interest rate of 22 % was excessive, and the constant advisement of applying for an extension which places fees on the backend of the loan is detrimental to the consumer but highly profitable for the bank. In this way, Regional Acceptance should be investigated for their unscrupulous practices and lending. As a consumer I understand my part in being more knowledgable, at least now I do, but there is a difference between being informed and asking tons of questions, which I did, but the consumer is not behind the scenes with the salesman talking as one with the bank, giving consent to deal with certain banks and not others, we the consumer sit in a dealership for hours on end waiting for a response that usually is a back and forth as if we are truly negotiating, unbeknownst to the consumer you are not a part of the real negotiations behind the veil. Your only power is when you walk into a dealership with money in hand. I learned that the hard way, but no one should have to be taken advantage of, this is not a scrape on the knee it is a precursor to ones financial ruin because the lasting affects are truly damaging to ones ability to move forward in so many areas of their life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08854
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: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened a Business Account with BB & T Bank in the name of XXXX XXXX XXXX XXXX. I had a business partner who had an authorized debit card and access to the account. The partner used the card and account for personal use and the account was charged off. The business Account was open XX/XX/2019 2019
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28217
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
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, SUNTRUST BANK DBA LI add a hard inquiry on my credit report per XXXX. On XXXX. XXXX, 2019, XXXX XXXX- XXXX add a hard inquiry on my credit report per XXXX . On XXXX XXXX, 2019, XXXX 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: FL
Zip: 33009
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, XXXX, our lender SunTrust, now XXXX, used escrow funds to pay XXXX XXXX property taxes in the amount of {$2200.00}. The lender 's payment erroneously referenced the neighbor 's parcel number and the neighbor 's tax amount. The check was subsequently returned, uncashed, by the county tax collector on XX/XX/XXXX, to the lender 's associate, XXXX in XXXX, TX. We don't know what happened to that check. In fact we were unaware this was happening as our funds were managed by escrow, not us personally. In XXXX, XXXX, we paid off our loan in full and received a distribution from our escrow account, which had been debited the {$2200.00}, but never re-credited when the initial check never cleared. Between XXXX, XXXX and XXXX, XXXX, the property tax check did not clear, was not reconciled or reviewed on our escrow account to learn why the check had not cleared, nor satisfactorily resolved to pay the property taxes for our real property. It appears that no action was taken at all beyond mailing out the property tax check referencing the incorrect APN. I learned in XXXX, XXXX that the XXXX property taxes were not paid, were delinquent and had penalties of {$270.00} associated with the non-payment. I contacted my lender on XX/XX/XXXX and was bounced around for over an hour explaining that the taxes had not ever been paid and that the county had returned the check to XXXX, but my escrow account had never been credited, nor had the property taxes been correctly paid on time. I was advised that my lender would investigate, that it might take a few weeks and I was given the exact date of XX/XX/XXXX, to call in to a specific number if I had not heard from them by that date. I called on XX/XX/XXXX after hearing nothing, and after paying the delinquent property taxes out of my own funds to avoid further late charges. I sent proof that payment was made to my lender on XX/XX/XXXX, by sending in proof to a website with PIN which my lender gave me. My lender also asked me to upload proof that the taxes were in fact delinquent, which I did. On XX/XX/XXXX, I was not given any concrete resolution or information that any department had in fact tracked down the non-payment of the tax. I was told the matter would be EXPEDITED, and that I would receive a call within 24 hours. Over 24 hours elapsed without a phone call, and so I called back. Again I was offered the chance to jump through the hoops and informed that there were not any notes in the file other than, " someone would call ... ... '' I expressed my high level of frustration due to the fact that not only had this problem not been handled through escrow, as is their duty, but that they appear to have not even reconciled my escrow account with a returned property tax check for months and months before I closed out my loan. I expressed that they had a duty to make this right, that the {$2200.00} is my money, they need to pay the late fees, that I had to come out of pocket this large amount on a credit card in XXXX and the balance is now due. I advised them on XX/XX/XXXX, that if no one called with a resolution that I would have no recourse but to file a complaint with the CFPB for violation of their fiduciary duty over my escrow funds and to ensure that property taxes are paid in a timely manner. I need for SunTrust ( XXXX ) to return the money which they charged my escrow account for payment of taxes, which they failed to pay, and I need reimbursement for the late fees that I was required to pay for their inept handling of my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37069
Submitted Via: Web
Date Sent: 2020-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have deposited check written in my name to my bank. I did open a new savings account with the bank to deposit the check. When I checked on transfer of the money I was told that money from the account was taken back. I reported to my bank about his fraud activity. The bank has freezed my account and closed it. When I went to the bank I was told that bank is cutting all ties with me and I will receive the resolution letter about this investigation in the mail. I am still waiting to find out what had transpired.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2020-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir/ Madam, I had a loan with SunTrust Bank . My loan number was XXXX. The bank used to collect and pay on behalf of me Hazard Insurance and Property taxes. I sold my house on XX/XX/XXXX. and supposed to get remaining balance of unused amount of the Hazard Insurance. I spoked numerous times with SunTrust bank XX/XX/XXXX, XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX without result. I spoked with Mrs. XXXX, XXXX XXXX, XXXX XXXX, all those personnel, refusing to send my money back. The bank is still holds my refund of {$100000.00}. I need help! My name is XXXX XXXX email : XXXX Phone : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Made a deposit with Suntrust account {$190000.00} XXXX never received a debit card from Suntrust,. How ever my card has been activated use to transfer funds in XXXX and XXXX XXXX account without my consent ... ..I was told by Suntrust Bank they had the rights to activate my card Because its a joint account however the card was sent in XXXX XXXX ... Legal Declaimer XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A