Date Received: 2020-11-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: SunTrust decided to put a " hold '' on our account without any warning and, what's worse, no explanation. I had to go to three different branches before I was even told to contact a third party company called XX/XX/XXXX to find out why SunTrust had taken all of our money and refused to release it. I was treated like a criminal, laughed at, and hung up on by XXXX at the XXXX, FL branch, who I opened my account with. After waiting for more than 2 weeks for an explanation that would only be delivered by US mail by XX/XX/XXXX I was informed that an old account that was supposed to be closed had an auto payment go through without my knowledge ... and that this was why I had been unable to pay any of my bills or feed or diaper my XXXX and XXXX year old children. What's worse is that I have resolved the " issue '' and SunTrust STILL refuses to release my money to me. I called XXXX again today to tell him that the issue was resolved and that XX/XX/XXXXhad recieved the resolution from my former bank ... He treated me like dirt and informed me that " I would get a check eventually '' before he hung up on me AGAIN. This company is not just a bad business, they are morally and ethically corrupt and could care less about the impact that they have on people who live paycheck to paycheck. I have been to several branches and called their corporate customer service number just to be told, " we don't have any information, we'll have to send an email to our back office and wait for a reply. '' All this happened on my birthday, XX/XX/XXXX. Today is XX/XX/XXXX and despite all the time and effort I have personally put into resolving the non-issue, I have yet to get ANY correspondence from SunTrust ... much less access to my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 327XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Saturday XX/XX/2020 I had receive a phone call from the bank about a transaction at XXXX. Someone took XXXX out my account. I called the bank back and informed them that it was not me I was out of town that day so they mailed me a new card in the mail. On Sunday XXXX XXXX I seen that another XXXX was withdrawn I was still out of town I called the bank filed another claim. I got a respond to my claim when I had called the bank a few days later they stated that they denied the claim. I asked what reason they told me video footage. I ask the how can that be when I was out of town. They told me I can file a rebuttal. So I sent flight information as well as my photo ID they denied the rebuttals due to inconsistency. I asked them what inconsistency where there. No one could provide me with a answer. And they stated there is nothing else I could do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To whom it may concern : I am XXXX XXXX XXXX and the reason I am writing to complain on XXXX for their lack of response and reporting. I have continued to follow every step on removing false accounts that are reporting and they have yet to comply. They have exceeded the 30 days multiple times and at this point, the issue has not been resolved. They keep reporting accounts that do not belong to me. I have mailed several letters via certified mail, that are dated, that have everything listed in detail, that have everything required and they still are not doing their job in removing their items. The following are some of the dates of the letters I have mailed out : XXXXXXXX XXXX,2020 XXXX XXXX,2020 XXXX XXXX,2020 XXXX XXXX2020 ALL THESE LETTERS HAVE BEEN SENT VIA CERTIFIED MAIL AND HAVE A STAMP WHEN THEY HAVE RECIVED MY LETTERS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BB & T acquired our condo mortgage from XXXX XXXX this year. The condo association purchases flood insurance. BB & T has been provided with evidence that the flood insurance coverage is current and adequate. The BB & T web site actually shows active flood insurance for our account. HOWEVER, BB & T HAS SENT TWO LETTERS STATING THEY HAVE NO EVIDENCE OF FLOOD INSURANCE AND THEY WILL PURCHASE FLOOD INSURANCE AT OUR EXPENSE. The first letter was dated XX/XX/20. I have made several attempts to resolve this issue with BB & T. It is apparently not possible to discuss the problem with a human being by calling the phone number provided in the BB & T letters. Although BB & T does not provide an email address for customer service issues, I did locate an email address for XXXX XXXX XXXX of BB & T. Mr. XXXX did not respond to my email. Apparently, Mr. XXXX and BB & T do not prioritize customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2020-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My father received a settlement check. He brought it to me in the amount of {$18000.00}, endorsed the back of it and asked me to put it in my bank account. My bank at the time was SunTrust who I believe is in the process of merging with another bank. I endorsed the back of it and deposited it into my account on my way home from work in the ATM machine on XX/XX/2020. When The check cleared, I notified my father that funds were available and he asked me to withdraw some funds. He was in the market to purchase a car. I withdrew {$10000.00} on XX/XX/2020. A few days later, I attempted to use my bank card and was not able to. Tried logging online to check my account and was not able to. Finally decided to call the bank to see what was going on and was told that my account was being closed. They said it had to do with their rules and regulations. I was advised that the account would be officially closed in about 15 days and once it was, any funds in the account would be returned to me via check within like 10 days. While I did not understand why, nor agree with what was taking place, I had no control. This time passed, I did not receive a check for my funds. I called to check and was told that they were still holding my funds. No one could give me a true explanation, I was not able to speak with the actual department ( back office ) that was handling my funds so the information that I was being given was very limited. I was told to see if I could obtain a copy of the cleared check. I reached out to my father and he contacted the attorney 's office and we did get the requested. I made an appointment to speak with a live person at the branch to see if I could get some resolve and bring the requested cleared check. The appointment only resulted in me being advised that they would open up a complaint and try to escalate things. Nothing became of the complaint and I am still without funds. I eventually asked an attorney friend to try and help. He spoke with someone who advised me to get a notarized statement from my father stating that he had given me the check and authorized me to deposit it. I was also asked to write a statement and have it notarized stating the account was my account and explain what happened. We also obtained a copy of the settlement paperwork from my father 's attorney, made another appointment at the branch and my father, attorney friend and myself went to see the manager of that branch with the documentation requested. This appointment took place around XX/XX/2020. We spoke with the bank manager, he called the back office and spoke with someone who he emailed the statements to. I was told to follow in 3 days. Sufficed to say, I did follow up and had trouble getting back in touch with the branch manager. My attorney friend eventually reached the manager and was advised that they were not going to give me back the funds and that I needed to have the maker of the check to recall it. This made no sense to me but I asked my father to reach out to his attorney. He contacted his attorney who has made an attempt to reach out to the branch manager at the bank and has had no luck. It is now XX/XX/2020. My funds have been held since XXXX. I need these funds to be released and am seeking help to try and have this done. All parties - myself, my father and the maker of the check have tried reaching the bank in an effort to get funds released to no avail. I have bank statements, notarized statements, copy of the cleared check, settlement paperwork, access to the attorney 's office who issued the check and my father ready to assist in getting my funds. Please help me ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38671
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-31
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have had a checking account with Suntrust for decades. A couple of years ago they started charging me a fee if the balance went below a certain threshold on my savings accounts. I went in and talked to the Branch Manager and they apologized, removed the fees, reimbursed the past fees and PROMISED that if I stayed with the bank, this would never happen again on ANY of my accounts. Today I open my account and see that they have begun charging me a $ XXXX monthly fee on my checking account which I have had open for many years with Suntrust and was actually a customer of two predecessor banks that Suntrust bought. I went online to complain and used the chat function. After waiting for more than 20 minutes Suntrust DELETED THE CHAT and just disappeared. Before you bother to ask, NO I did not receive ANY notice in writing that the bank would be initiating a fee on my account -- let alone a notice 30 days ago. If I sound like I am angry, I am. These big banks should not be allowed to use these deceptive and sneaky and ILLEGAL practices to cheat hard working Americans. Please make them stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I opened a new checking and savings account with Sun Trust Bank ( big mistake ). I have never used the account, but set up a direct deposit from to hit it. Out of the blue today, when trying to get a debit card, I was told my account is being closed. My paycheck is sitting in the account for as long as they feel like keeping it, and I am unable to pay my bills. I work hard, and this bank is literally putting my housing at risk. It's disgusting. I can not even log in to the online banking site to access information. I'm distraught. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90029
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was sent an employment offer and startup check of XXXX for office materials under the name XXXX. On XX/XX/20 I was sent the check and told to deposit it and send an amount of {$1000.00} to the alleged 'vendor ' then another {$2500.00} was to be sent in two other transactions through cash app to the other alleged vendors. There has been a hold on the checks they sent me and my account is severely overdrawn because of it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34714
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2020 an unauthorized transaction was debited from my Sun Trust account I was at the bank in the teller drive thru when it happened i went inside the bank the manager called the fraud department filed the claim I'm at the bank. In five business days they credited my account {$500.00} while the claim was being investigated i tried on multiple occasions to provide documentation via email but the email address was wrong now to rebut i need a printer and a fax Sun Trust told me they don't believe me and that this seems to be a valid charge this is a scam but with all that i said don't pay it it was pending for 3 days they need to get my money from cash app the person that charged my debit card this is not like Sun Trust will be paying for this just get it back, this is social security XXXX money and its mine not Sun Trust they can not say we don't believe you and pay something i said don't pay
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: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Suntrust Bank sends payments to other address except where instructed on the site. Results have been late penalties and CASH IS MISSING from my account as erroneous check was cashed with no explanation. Suntrust is the most incompetent bank in the state. Very friendly at opening accounts and touting their excellent service. Don't believe it for a minute, you have to take a day off of work to deal with their 800 numbers and bad branch support.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A