Date Received: 2020-10-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have filed two disputes with SunTrust Bank regarding two separate debits through my debit card. The first dispute filed on XX/XX/2020 ( dispute ID XXXX ) and the second dispute was filed on XX/XX/2020 ( dispute ID XXXX ). SunTrust 's stated policy ( and possibly federal law ) requires them to fully resolve each issue within sixty days. Far more than that has elapsed and, although I did receive provisional credits for each charge, they have not yet finalized either dispute. Numerous telephone messages that I've left for their representatives have gone unanswered and numerous written inquiries mailed and e-mailed to them have gone unresponded to. I now seek the CFPB 's assistance in getting SunTrust to formally respond to and resolve these disputes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28412
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have found out there are some hard inquiries on my credit report that I do not have knowledge about. The dates for this actins taken was on XX/XX/2020 and the company names are XXXX XXXX, and Regional Acc. I tried getting in contact with these two companies but still havent heard anything from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I contacted BB and T on roughly XX/XX/2020. In reference to atm issue. I am a 30 year XXXX. I quoted the Frank/Dodd act and the agent denied me access to supervision. Before the agent hung up on me ... With me KNOWING THE FEDERAL LAW AND QUOTING IT ... a supervisor on the corporate escalation department refused legal request for FIRST name and ID number. As I am a five year XXXX XXXX XXXX, I dont do well with a BANK LYING TO MY FACE WHEN I QUOTE FEDERAL LAW. Then on XX/XX/2020. I receive a what I would call an illiterate documented Certified letter. Although this letter was sent to my Dead Grandfather XXXX XXXX, I opened the letter to find out that they have reviewed my acct. as and I dont have millions of dollars deposited into my account. They have TAKEN RETALIATION AND CLOSED MY ACCOUNT, all with no notification, no mention of their blatant violation of us law and callous attack. I Returned their letter as it was not signed, therefore not legal. And on XX/XX/2020. I withdrew all of my funds and left XXXX to keep it active. This was a pure calculated, callous action, as obviously BBT doesnt train accurately or they just dont give a XXXX about federal law. I want retribution for their arrogance and retaliation and blantant offense on someone who knows more than theyre so called customer liar service. Please ENFORCE THE LAW. SO DO SOME DUE DILIGENCE. Listen to my recordings making LEGAL REQUESTS AND BEING DENIED BECAUSE IF EMPLOYEES dont like to lose control of a conversation, THEY VIOLATE THE LAW. DO SOMETHING PLEASE OR ADVISE WHOM I MAY SPEAK TOO. To get ACTION, not words. Thank you in advance for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27284
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2020 we made a purchase at XXXX 's for {$180.00}. When we got home and checked our account it charged us 13 times for the same transaction. I called Suntrust bank and the lady I spoke to said there was a one our period where this happened to quite a bit of people and it should be corrected with in the hour. This did not happen. On XX/XX/2020 some of the transactions were taken off but some of them are still on our checking and savings accounts leaving us with no money period in either account. I called Suntrust again on XX/XX/XXXX and they still charged our account with 2 of these transactions. I was then told I would have to dispute these transactions and it could take up to 10 business days. They admitted that the mistake was made by them. I don't understand if they could take care of some of these transactions why they couldn't take care of all of them knowing it was their fault leaving both accounts in the negative. We are not able to fill prescriptions, buy food, get gas on anything else.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I am a victim of identity theft, my Suntrust account was flagged and closed due to account abuse and now as a result I have a negative remark on XXXX and have trouble opening a new account.
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: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Issue transpired in XXXX 2020 with BB & T Home Mortgage sending a letter requesting my home insurance info as they had no record of insurance. I callled them back and told them the policy was in effect and was same insurance company and same sturcture policy our Condo has had for 10 years and they have contact info. Gave them the Insurance company contact info again ( same last 10 years ) and they actually called them while I was on hold but the Insurace company call went to voicemail. They said they left a note and would call back. I checked back a week later with BB & T who had done nothing, then with our Insurance company and they had not received a required email/fax requesting info. But BB & T was saying they would now purchase Insurance for me as they did not have the information. But would apparently not try to validate my insurance info. I vehemently protested their lack of effort to verfiy info. I then contacted our Insurance company, sent them the original letter and our Insurace company proceeded to send the insurance policy info that very day. Called BB & T next day, told them policy info had been faxed to them. They said to call back to confirm as needed to be processed. I called back a week later and they acknowledged ploicy info and did not purchase insurance for me. But now they say they want my personal home insurance policy info. They have never requested this before in over 10 years, but said it is required. They have sent a letter now in mid XXXX requesting this info. I went through this same issue with BB & T 6 years ago and their lack of effort to verify policy info. It's clear they systematically try to set up a pressured, quick response situation to allow them to justify and purchase their own expensive insurance. The situation is very predatory. It seems like BB & T is targeting seniors also. And now they are requesting my personal home policy info that they have never requested before. I have have personal home insurance in effect, including hurricance coverage. Their is no documention this info is required or necessary. Again, trying to set up a pressured, fast response siutation to justify forcing the consumer to pay for their expensive insurance. I filed complaints 6 years ago also. And now they want my personal home insurance info they have never required before.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32937
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have a 30 years 3.375 % mortgage with home value over {$280000.00} and mortgage balance less than {$100000.00}. On XX/XX/2020 we applied {$180000.00} mortgage with 15 years refinance fixed rate with Truist Bank ( Sun Trust ), which it offered 2.75 % with no point. On XX/XX/2020 we were informed by Truist that our refinance application was conditionally approved by loan processor. Around XX/XX/2020 we were informed by Truist that the application was reviewed by underwriting team. On XX/XX/2020 we submitted more documents that Truist underwriting requested. On XX/XX/2020 Truist loan officer called and said we were not qualified for the 2.75 % fixed rate of 15 years mortgage, because our house is not primary residency according to Truist underwriting team 's investigation. Hence Truist offered us 3.1 % rate for the 15 years mortgage, which was way higher than market price. We refused the new offer because the house we applied for refinance is our primary home. Our current rate is 3.375 % with 30 years loan. We won't apply 3.1 % rate for 15 years loan plus over {$6000.00} closing cost if Truist informed us from the beginning. Truist sent out Credit Denial statement for our loan application dated XX/XX/2020. We have excellent credit which both are over XXXX. We believe Truist imposed higher rate to us due to our race ( we are XXXX and XXXX ). Truist underwriting officer spoke to us like we were alien who didn't understand her English, and questioned us like she was law enforcement officer. Not only her phone call had no caller ID and it was scratching with poor connection. We insisted we preferred email communication since we started the application. We sent two certified letter asking for the reason of credit denial on XX/XX/2020 and XX/XX/2020 without any response. On XX/XX/2020, Truist called and she pretended they didn't understand what we asked for. We had to send the 3rd certified letter on XX/XX/2020 to explain what we looked for. A letter dated XX/XX/2020 from Truist stated the refinance application was denied as Truist was unable to grant credit under the terms as a primary home. Truist changed the rate from 2.75 % to 3.1 %. We believe this is credit discrimination!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32809
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020 at approximately XXXX XXXX I received a call from a wireless caller at phone number XXXX. The caller stated her name was XXXX XXXX calling from the SunTrust bank branch in XXXX, FL. She provided the bank 's phone number of XXXX. I verified that number was the number at the SunTrust XXXX branch. She stated that my debit card had been used for fraudulent purchases and the police were detaining a suspect at the XXXX in XXXX XXXX, FL. She stated that the police were on her office phone requesting additional information and that she was calling on her cell phone. She asked me to verify the following charges on my Debit card. XXXX XXXX - {$1100.00} XXXX XXXX - {$2000.00} XXXX XXXX - {$980.00} XXXX - {$720.00} XXXX - {$1500.00} I advised that none of those charges were mine and that I did not authorize anyone to use my debit card. This XXXX XXXX then stated she was going to verify my account information. She had my checking account information and read over all of my recent transactions from my checking account, including deposits and all of my online bill payment transactions. She also stated my correct Date of Birth along with the last 4 digits of my Social Security Number. She then stated my mothers maiden name. She stated that my PIN number was XXXX which had been compromised. I stated the information she provided was correct at which time she advised she was in the process of reversing the charges and providing the police information to continue to detain the subject they had in custody. She stated that my card had been recently scanned when I made a recent purchase at XXXX and that they had obtained my PIN number. She suggested that I obtain an RF wallet to prevent credit card scanning in the future. She kept me on the phone going over the alleged fraudulent charges and stating it was taking awhile to reverse the charges. At approximately XXXX XXXX she advised that they had a photo of the subject and they needed to meet me to go to the nearest XXXX to meet an a Sun Trust associate who would show me the photo and to verify my debit card. She also advised that the Associate XXXX will have a new card for me and that a card debit deactivation code needed to be sent. It needed to be done at the XXXX as that is where the card was scanned. She stated that XXXX in a XXXX XXXX XXXX will meet me to obtain the card, show the photo and issue a new card. At Approximately XXXX XXXX I drove to the XXXX at XXXX XXXX XXXX XXXX XXXX, FL. A XXXX Female wearing a Covid mask approached and stated she was XXXX from SunTrust and she will need my card to continue the investigation. She took my card and stated she will return shortly. The original caller, XXXX XXXX called back from the same number of XXXX and inquired if XXXX was with me. I stated she had my car at which time she stated that they were processing all of the information. She kept me talking until I received a text fraud alert-card message from Sun-Trust at XXXX XXXX asking did I authorize an {$800.00} withdrawal from SunTrust. I replied no per the SunTrust text and was told to call the fraud prevention line at XXXX. I called the SunTrust fraud line and Spoke with XXXX XXXX. She advised that person ( s ) unknown had withdrawn {$4000.00} from my checking account using the ATM at the SunTrust branch at XXXX XXXX XXXX. XXXX XXXX, FL. She stated that they subjects had made five consecutive {$800.00} withdrawals between XXXX XXXX and XXXX XXXX. I advised that I did not have {$4000.00} in my account. She stated that the subject ( s ) had called in and transferred funds from my other savings account and a second checking account into my main checking account to cover the withdrawals. I stated that I never authorized that transfer and that these withdrawals exceeded the limits for ATM withdrawals allowed on my account. Ms. XXXX agreed that these withdrawals exceeded the withdrawal limits and should not have been allowed. She advised that I needed to file a fraud report with SunTrust Security. I was connected with SunTrust Account Security and Claims at XXXX. XXXX XXXX Filed a fraud report # XXXX She also filed an ID theft report # XXXX. This was possibly an inside job from someone who had all of my banking and personal information obtained from SunTrust records. The fraudulent caller had all of my correct SunTrust banking and personal information that was relayed to me by the fraud caller. These ATM withdrawals should not have been allowed as the exceeded my account 's withdrawal limits and SunTrust Industry withdrawal limits. The Fraud Text alert was sent by SunTrust after the withdrawals had taken place. I was not notified by SunTrust security until after these withdrawals had taken place. In addition I have had this account for over the past 15 years and have never conducted business in this manner nor have I ever conducted withdrawals in these amounts. The fact that my other accounts were swept to XXXX balances should have triggered an alert to stop the transactions and notify me prior to the withdrawals. My account was compromised by person ( s ) unknown and SunTrust should not have allowed these withdrawals to take place. SunTrust did not use due care to prevent these fraudulent withdrawals to take place. I filed a police report immediately following the incident and the police are currently investigating. I received a letter from SunTrust on XX/XX/2020 denying my claim for this theft. I have received information from the investigating detective assigned to this case. He Subpoenaed the records from Suntrust regarding this fraud. He reviewed the phone conversations regarding this fraud that took place on XXXX, 2020. The person that called Suntrust requesting my account transfers and to increase the daily ATM withdrawal limit called from an entirely different phone number and area code from my number on file with Suntrust. That different phone number should have alerted Suntrust that this was a possible fraud. The caller was clearly trying to disguise his voice to make him sound older. Suntrust security did notify me of the fraudulent withdrawals until after the funds were withdrawn. The funds were all withdrawn within 5 minutes. Suntrust security sent a text informing me of
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XX/XX/20 received a notice of late payment from Suntrust Bank XXXX TN. Called Suntrust XX/XX/20 This loan has been on auto payment since inception over three years ago. They have withdrawn payment on the sixth of the month every month since inception. On XX/XX/20 they did not withdraw funds and proceeded to send a late notice with fees. Customer service agent said it was my banks fault and I needed to pay. No offer to waive fee or correct their error of not drawing the funds. Also no information was given on credit reporting status.Asked for manager callback after XXXX XXXX CT. They called XXXX I was back at my job at XXXX XXXX and left message that started process all over again. Finally spoke to customer agent for online and said they closed my online account as innactive. They closed my online banking and never notified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 561XX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: A few months ago, my credit card was compromised and it took nearly 2 months for Suntrust to take action and credit me for the fraudulent charges on my account, and only acted once I submitted a complaint to your organization. Since then, I have not felt that my money is safe with Suntrust, so I have maintained the minimum required ( {$500.00} ) to avoid the maintenance fees. Last month my account fell below the {$500.00} for one day, which resulted in a {$7.00} fee. I called, and the representative waived the fee and guaranteed me that although my account would take a few days to reflect the maintenance fee reversal, I would not be charged later this month for a maintenance fee. Today, I noticed I was charged the maintenance fee and when I called I was told that I was charged a fee due to the few days it took for the reversal of the fee to go through. I spoke with XXXX XXXX and he said I was ineligible for a fee reversal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A