Date Received: 2020-11-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received a letter that Suntrust Is closing my account. One of my checking accounts closed due to a negative balance of {$180.00}. I called Suntrust recovery department & told them that I would be paying the {$180.00} on XX/XX/2020. But the letter states my account would be closed. I disputed two transactions on XX/XX/2020 I was ruled in favor of. But now my account is subject to closure. I understand why Suntrust wasn't able to refund me all the overdraft fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 2 payments were taken out of our checking acct. I only authorized 1 pymt. By phone since we hadn't received our mortgage statement for that month. I had to call the bank and pay XXXX to have payment stopped on one of the payments. Now they say it was a bad check ( which it was not ) and are charging me XXXX fee for it!!! My husband and I live on. Social security and raising XXXX grandchildren.We have had so much trouble with this mortgage company for the last 3 month. I called them today XX/XX/2020 and told them I wasn't paying the XXXX fee since I had to pay my bank XXXX to stop payment on one payment already. They told me I still had to pay the XXXX fee. I am outraged!!! Please help us. Money is really tight!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64836
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: BB & T reported my XX/XX/XXXX payment as late to the credit bureau. I was not notified by BB & T of the missing / late payment - no phone call, email, or mail notification. I was informed by an alert from the credit bureau. I immediately contacted BB & T to dispute this information. When they told me a payment was not received, I contacted my bank. I had reoccurring monthly payments set up through my bank. When I contacted my bank, they verified the check had not been cashed. I explained the dilemma to BB & T and immediately made the payment. I asked the credit department to consider removing the blemish from my credit report. I have been redirected to many departments, and have not received any resolve. Further, in XX/XX/XXXX, BB & T reduced my credit limit from {$3200.00} to {$1100.00} despite my dispute over the late charge/credit reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21045
Submitted Via: Web
Date Sent: 2020-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with BB & T ( Truist ) online around XXXX or beginning of XX/XX/2020. I deposited a check of XXXX at a branch a few days after opening the account. I also deposited a {$100.00} check on the mobile app. I waited several weeks and never received a card. I contacted bb & t to ask when Id receive it and thats when I was told there was a card issued and its been used. So they had me open a new account and closed the original one. I received my debit card the following week and tried activating it but they said I couldnt because the account balance was negative. So the following week I received a letter stating the account was no longer negative. Again, I was unsuccessful at activating my card. They said it was froze. So I assumed a new card would be issued. They helped me gain online access to my account. I submitted 3 bill payments using my checking account number. I also tried sending money through XXXX to a family member on bb & t website so that I can have access to cash but it would not go through. I never used XXXX before so I figured I wasnt doing something correct. I then received a voicemail the same day saying to contact bb & t to verify account activity. When I called them they told me my account was frozen because it was being investigated. Which I figured it was because of the fraudulent charges. But I have been unsuccessful at getting an answer as to why I cant access my funds. They provided the provisional credits within 10 days like they should but they should not be blocking my access to them. That defeats the purpose of provisional credits being issued. Ive contacted bb & t daily to get answers but 95 % of the time My request to speak with a supervisor is refused. The 5 % that I have been able to speak with one Im told they dont have the answers as to why my access to my money is being blocked. All they know is that its under investigation. Yet no one can direct me to the department handling it and they say they are waiting on a response from them as well. This has been going on for almost 2 weeks. Im left in the dark, broke, unable to pay bills. The bill payments I submitted were returned. My electric, phone, and internet are all pending to be shut off. I cant get any answer or help from bb & t. Ive been out of work since XXXX. That money was money I had transferred out of my unemployment debit card with XXXX XXXX XXXX. Ive even contacted bb & t to advise them that I believe I know who intercepted my card and made those charges. Yet Im treated like the criminal every time I contact them. Im constantly promised supervisor callbacks but never receive them. I have no way of speaking to anyone that can help me and will soon have no access to a working phone. Please help me get this resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21921
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In XXXX of 2019 Suntrust XXXX XXXX XXXX XXXX put a hard inquiry on my credit report for an auto loan. This inquiry popped up on my bureau report and has greatly lowered my score. This bank did not have my authorization to run my credit. Therefore this inquiry is an unknown inquiry and unverified inquiry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I currently have a student loan with XXXX/Suntrust Bank and when Coivd hit and I wasn't sure if I would even have a job I had to place my loan in Forbearance. I did not receive any type of notice such as a phone call, invoice or anything that would let me know the Forbearance was due to expire so instead they reported my payment 2 months late and I was not aware of it until I received an alert from my credit monitoring. I contancted them immediately and asked them why they did not send paperwork or something informing me the payment was due and they said they don't do that. With everything going on in this country why wouldn't they try and help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been a SunTrust mortgage client for almost 7 years and was looking to refinance my loan to get a lower rate. I thought my years of on time payments and 800+ credit score would make this process easy, boy was I wrong. They changed documentation requirements several times due to Covid ...? When I finally got feed up and started looking around it turns out that I was able to get much better terms, APR 2.776 vs. 3.125 on 30 year refinance. Once I notified SunTrust that I was using another lender they issued a " statement of credit denial '' due to inability to verify income. I am retired and can make my income whatever I need to. They would not return calls or e-mails. I will payoff this SunTrust this week and will never do business with this organization again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Hi, LightStream does not appear to have appropriate procedures in place that provide updated balance information to credit agencies in a timely manner. I spoke to the them in early XXXX to request that they update my balance information which had last been updated in mid-XXXX. They described very vaguely that information is updated around the second week of every month. I said well clearly mine was missed for XXXX then from your process and please can you look into this. The conversation went nowhere. I'd say this conversation was around XX/XX/XXXX ( I could find exact date if needed ). I also informed that and they had in their files a $ XXXX payment I had made on XX/XX/XXXX ( leaving a very minimal balance of $ XXXX that I later paid off on XX/XX/XXXX. At some point in later XXXX my credit reports were updated with balance information as of XX/XX/XXXX. This is both inconsistent with what they described and appears very odd that they would report that balance ( just prior to the XXXX payment they confirmed they received ). Almost as if was done out of spite. I took no further action and waited for them to report updated balance 1 month later that account is paid in full. Nothing has been updated again on my credit report. I have reached out to them again. Every other lender / credit card company / etc appears to report consistently on a monthly basis. I do not know all the regulatory requirements, but LightStream is clearly putting people, such as myself, in difficult situations when they fail to timely report information to credit agency. I am in the process of acquiring a new home. I'm sure I'm not the only one that is being impact by this. They are not receptive to my feedback.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On or about XX/XX/20 I made a funds transfer on my BB & T, Health Savings Account ( HSA ). The maximum amount each year I can put in this account is {$4500.00} to cover my health insurance premiums and medical costs. I completed the transfer for {$4500.00} from my XXXX XXXX account to my BB & T account. On or about XX/XX/20 I checked my HSA account and could not locate any evidence of the transfer. I check under the transfer funds tab and looked at the transactions and could not locate the transfer of funds pending. I was concerned because my account was almost a XXXX balance and I still had premiums and medical payments to make through the end of the year. I also have to make a deposit every year so my income is adjusted for tax purposes so I dont own money for the tax subsidy I receive for Obama Care coverage. I assumed the transfer did not take since there was no evidence of it so I made another transfer of {$4500.00}. I received an email notification for this transfer then noticed an email transfer notification for the first transfer. At that time, I reversed one of the transfers since legally I can not have more than {$4500.00} per year in an HSA account. I wanted the funds to come out of my Chase checking account, but BB & T would not accept this type of account, to make the transfers to and from so I had to use my savings account. Therefore, I reimbursed myself the {$4500.00} and transferred that amount from my XXXX checking to my XXXX savings account. On XX/XX/20 I noticed, after all of this, that I was missing {$4500.00}. I called BB & T and they assured me the transfer was done and it would take 3-5 business days to go back to my XXXX account. As you review my XXXX statement you will see two {$4500.00} debits and two credits but one credit is actually a XXXX to XXXX transfer, checking to savings. Therefore, {$4500.00} is missing since my HSA account has almost a XXXX balance still. On XX/XX/20 I called BB & T again as the funds were still not there. The individual I spoke to was very helpful and he was at the local XXXX branch. He stated he would escalate it to someone to research the matter, that someone would contact me. About three days later I had a message from XXXX XXXX XXXX XXXX XXXX, left on XX/XX/20, who asked me to return her call and reference number XXXX. I returned her call on XX/XX/20. She stated since it was an HSA account transfers should not be done. That XXXX would not accept the funds back as the funds were trying to go to a closed account. She advised me that I had to call XXXX as it was on their end. I essentially told her she didnt know what she was talking about since first, her bank allows transfers on an HSA account and that it is not possible that my account is closed. Every transfer I made over the past three years took without any problem until they kicked them out. Now one is missing in my account. XX/XX/20 : I then called XXXX and they told me they had nothing to do with it and that BB & T had to resolve the matter. There was no way to determine if they were making a transfer of funds since it wasnt going into my account. XX/XX/20 : I called BB & T local branch back who put me on the phone with someone from the claims department. Got the same story, the funds were rejected from XXXX, three times, because the account was closed. He said he would get me some information. After being on hold for several minutes I hung up and called him back. I said just give me the information since he was telling me once again, that XXXX had to resolve it. I told him to just give me the account number they were using for XXXX and I wanted to get off the phone. He essentially refused to give me any information, transferred my call to XXXX, claims department manager. XXXX once again, said the same information, funds rejected by XXXX due to account being closed and would not provide me with any information. XX/XX/20 : I called XXXX again and they refused to attempt to help me find my funds or the transaction, once again, I had to contact BB & T. XX/XX/20 : I called the local branch at BB & T again and he refused to help me. He went through the emails they sent me regarding the transaction back to XXXX was suspended. I asked what account number they were using and he stated the once ending in XXXX as shown on my email notifications from them. I asked for the complete account number they were using since # # # # # # XXXX was showing on my notifications. He refused to provide me with information and once again said XXXX had to resolve the problem. XX/XX/20 : He also stated that BB & T had my funds. All that time I was given the impression that it was in a cloud someplace. Not that they actually had the funds! I said fine then, can we just put them in my HSA account since it is almost a XXXX balance. He said no. I said I would come into a BB & T branch and get the funds to deposit. He once again stated that was not possible. XXXX had to accept the funds to transfer to my account. I argued that it was my money and I wanted it! Regardless of mistakes made here, they are holding my funds hostage and I need to have those funds in my HSA account. I have medical conditions and several medications I take monthly along with premiums to pay through the end of this plan year. Please note that each transfer took days, the dates I made the actual transfers and the dates on the emails and my accounts may not be the actual days I manually transferred the funds. I could have sworn I made the first transfer on a weekend and due to that and COVID matters thats why I thought the first transfer did not take. That along with not seeing it anywhere on my BB & T dashboard, I made the second transfer. XX/XX/20 : I then called the CFBP and spoke to a nice gentleman who was very helpful and reassuring that your office could offer me the assistance to get my funds returned to me. BB & T local branch : XXXX BB & T Claims Department person I spoke with : 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: 338XX
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hello on XXXX i sent out letters to each credit bureau to remove accounts and addresses that was listed on my report and they have failed to reply in 30 days
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A