Date Received: 2020-11-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX of 2020, while I was XXXX, I had set up an automatic payment for my credit card with Suntrust. It seems like it did not go through and for some reason, it now shows that I am delinquent 30 days. I made a payment to catch up, but it is still reporting to the credit agencies. Request this information be corrected on my credit report since I was XXXX and from looking at my report, I have no other delinquent payments through them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91932
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I recently noticed that my identity was compromised and my bank acct information started changing my passwords and fraud withdrawals, charges were made. I moved out of state and my institutions are located on the East coast. I noticed that suntrust, had duplicated my savings acct number, but used a different product name. Also, I started receiving XXXX info, which I called about, ( XXXX XXXX, suntrust ), I never used the service before, and they never told me who or why I had these alerts. XXXX alone has no contact information for me to get answers, and both of my banks didn't tell me anything. I think I was supposed to get money from a trust or some other personal situation, but still have not. My XXXX acct was attached to my suntrust acct, then it was attached to a XXXX XXXX account. When I asked XXXX XXXX, they didn't have anything to say. I feel like someone took control over my accounts, but no one is authorised to do so. I'm not even sure how long they have hacked my accounts, but I need help asap. Everything is freezing up my money, I have to drive from .ca to dc, just to get my money out so I can pay bills. I'm having a hardship, and am trying to correct it before I lose the only security I have. My info, XXXX XXXX, ( XXXX, XXXX ), other last names I've had Last 4 ssi, XXXX Ph XXXX XXXX. ( XXXX ) old number stolen from me since XXXX 2020 XXXX XXXX XXXX XXXX XXXX, XXXX .ca XXXX Please contact me with any help Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94518
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage for my home was sold to SunTrust who is now servicing my loan. I was mailed instructions for paying the loan which included that I would need to set up an online account. XX/XX/2020 at XXXX I went to Suntrusts website to attempt to do this. I was given an error message saying that my account did not exist. I called the phone number provided and spoke with someone who put me on hold, after several minutes the call disconnected. Prior to the call disconnecting, I was told that sometimes that happens with loans in regards to me not being able to set up an online account. I then called again and spoke with XXXX. It was now XXXX. XXXX told me sometimes we have technical issues and the phones disconnect. I asked for an address/ email address to mail my complaint to XXXX told me she would not give me that information. Eventually this call also disconnected during a time she told me she put me on hold. I called back again and this time XXXX answered at XXXX. I was in the middle of explaining my issue and that phone call also disconnected while I was still explaining my issue. I am really at a loss for how I should proceed with paying my mortgage. I am also highly uncomfortable with the level of customer service that I am receiving from SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX, I was approved for three cards by BB & T. A few days later, I asked them to cancel one of the cards because their card comparison chart conveniently failed to disclose that there's an annual fee. They canceled the card since it had not been created. It wasn't until two weeks later, on XX/XX/XXXX, that they contacted me to verify that I applied for the other two cards. By that time, both cards should have been mailed to me, according to the approval messages that I received in XXXX. I didn't receive notification that the cards were mailed until XX/XX/XXXX. By XX/XX/XXXX, I still hadn't received the cards and realized that my online account listed two addresses for me. One address was the full address, which included my apartment number, and was associated with my checkingaccount. The second address was associated with the credit cards that they mailed.This address didn't include my apartment number. I contacted BB & T about this and was told to call back the next day when a specific department was open. On XX/XX/XXXX, I talked with a manager and she concluded that their system removed my apartment number, and this caused the issue. She wanted to reissue the cards with new account numbers, but I objected to that because the lost cards would have remained on my credit reports and the new cards would also be on my reports and inflate the number of " new '' accounts that I have. Instead of my reports accurately indicating that I opened 2 new accounts in XXXX, my reports would reflect that I opened 4. Not only could this high number of " new '' accounts result in adverse action from my creditors and negatively impact my final mortgage approval, it would drastically lower my Average Age of Accounts, which has a direct impact on credit scores. In this particular case, my Average Age of Accounts would be lowered to a point that I would be penalized and have points deducted from my score. The rep agreed to send replacement cards without new numbers since the replacements would have new CVVs. She was going to have the cards overnighted. However, I only received one of the cards. According to my conversation with a rep on 10/28, the previous rep failed to order the 2nd card. The rep that I spoke to on XX/XX/XXXX informed me that her supervisor, XXXX, insisted on placing a hold on both cards -- -including the card that the other rep had overnighted to me. Instead of helping me resolve this issue that BB & T admitted was their fault, XXXX instead imposed a 30-day deadline for me to decide if I wanted new cards issued with new account numbers, or have the card accounts closed. I asked to have this issue escalated and was told that I could contact their CEO line. Their CEO line has a response time of 15 business days, which is completely unacceptable, especially since they've given me a deadline. To make matters worse, their " managers '' are extremely unprofessional and combative. I should not be the party inconvenienced by BB & T 's mistake. I am agreeable to BB & T providing me with new card numbers if they agree to have the credit bureaus completely remove the original/lost cards from my profile. This is completely doable. I have lost cards, and when done properly, the credit card company simply reports the new number to the credit card bureaus ; they don't report completely new tradelines since it's technically the same account. However, various BB & T reps have informed me that the lost and new cards will remain on my reports, which isn't okay since this is their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75063
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Today XX/XX/XXXX, I checked my XXXX credit report to see if there were any updates on my credit report. Last week I had started some disputes on some of the accounts on my credit report since some of the information on them was inaccurate. I did notice one big problem that has made me really worried. There is an account on my report that I don't believe is mine. I noticed that this account had similar information as another account on my report. Both accounts reflect the same date, XX/XX/XXXX as their date opened. Both accounts have the same write off amount of {$1800.00}. The account that I don't believe should be on my report is listed as an auto loan. I do have pictures that I will download. Now, I have that same information reflecting on my other credit reports and I have a feeling that the company BB & T that is reporting this information to my credit reports has written off my account more than once.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18052
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I was denied to open an account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: i opened an account with suntrust bank. i was asked to make a deposit, which i made a deposit of XXXX . they took it no problem about a week later i go to use my card and it declined. i called the bank and they said it was closed due to fraud. they said i will get a check in the mail. so skip to today i notice my employer sent my direct deposit to the bank of XXXX called the bank and they said its not closed it pending closure. which mean money can go in but no money can go out. they said once my account has no activity for 5 days they will then close the account they then take 15 days to close it and another 15 to send me a check. this is crazy we are in the middle of a pandemic and they want to hold people money for so long. any other bank would have told me up front that i couldn't open an account. and they will not tell me the fraudulent reason, which I never did any fraud.
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: 2020-11-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Good morning. i am writing you today because my Suntrust checking accounts had a fraud transaction made for XXXX via XXXX XXXX witch nobody knows about. the transactions were made XX/XX/XXXX to a XXXX XXXX. The transactions were done separately 2 for {$500.00} and 2 for {$1000.00}. We attempted to file a claims on the fraudulent funds around XXXX, the reason the claim was filed so late is because we had other fraudulent activity on the account we were trying to take care and they were successfully handled but this particular one is just very weird but we will not stop fighting. So the claim from XXXX was denied and we were not provided with a valid reason as to why the claim was denied even speaking with a representative the told us " the security team denied your claim we are unable to tell you and the security team doesn't have a direct number so i'm sorry about that ''. So i told the representative that i want to submit a rebuttal form, at this point its XX/XX/XXXX thats when the rebuttal form was submitted. Also me and my mother walk in the bank and also submit a rebuttal form with the bank teller representative. The bank teller also helps us submit a form because he taught it was ridiculous too. So both forms were submitted less than 45 days later the rebottle claims came back denied. The email read " we have received your and reviewed your letter, the document failed to give any additional details that would overturn the decision rendered on your case ''. It was very heartbreaking, my mother and i went over to to Suntrust bank again to see what we can do and the teller told us its nothing i can do " these type of situations happen all the time ''. She even tried to call the representatives on the phone but they were still not able to provide a valid reason on why it was denied. So now here i am still fighting to get justice on this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: False statements or representation
Subissue: Told you not to respond to a lawsuit they filed against you
Consumer Complaint: my name is XXXX XXXX XXXX XXXX XXXX 18 months never late XXXX suntrust bank pod special handing XXXX XXXX XXXX this is ssa fraud deposit before any changes day XX/XX/XXXX XXXX XXXX XXXX totalXXXX XX/XX/XXXX insurance fraud state auto XXXX XXXX XXXX XXXX credit breach XX/XX/XXXX atm errors refund blocked XXXX XXXX XXXX each deposit billed labeled dated fraud alert
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XXXX XX/XX/2020, I opened an online checking account with SunTrust. They approved the account and provided an account number. I changed my government retired direct deposit and funded the account with another bank account. I attempted to sign into the account on XXXX XXXX. The error notice said the account was locked. I called SunTrust and they said their " loss prevention '' dept is going to close the account for an undisclosed reason. No notification to me of this was made. If there had been a problem, they never should have opened the account in the first place. I had to reverse the direct deposit and the banking transaction. I probably have about 4 hours total with this bank rodeo and then I'm treated in this way. There is nothing in my background to warrant closing the account. My credit score is about 850, no debt, no criminal, nothing ( retired XXXX XXXX XXXX ). SunTrust should trust their customers a little more and inform them, even when they make irrational decisions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 385XX
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A