Date Received: 2020-09-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: SUNTRUST BANK CHECKING ACCOUNT CLOSURE 2 DAYS AFTER {$60000.00} DEPOSIT/ TRANSFER FROM XXXX XXXX . Considering a 15 year banking relationship with Suntrust Bank, I have just been the recipient of customer " no service '' to the extreme. I first noticed that ( as typical for Suntrust ) I was unable to log onto internet banking, on or about XX/XX/XXXX. I assumed another typical service outage. On or about XXXX XXXX, I received a certified letter from SunTrust XXXX XXXX XXXX XXXX XXXX XXXX. XXXX that " We regret to inform you that while we value our relationship with you, we have made the decision to close your account ( s ) ''. Since I had seven accounts with SunTrust I assumed they were referencing " low activity '' accounts which I would be willing to close anyway. I had no idea that they intended to close every one of my accounts! The letter was a form letter and did not specify. The letter did specify steps which would make the " transition '' easier for me, instructing me to go to the branch and close my accounts or they would be closed for me, by SunTrust, on XXXX XXXX. My checking account is drafted monthly, $ XXXX for my parent 's assisted living expenses, and has several auto drafts set up for credit cards and a car loan. Despite SunTrust having all of my contact information, both emails and phone numbers, I was never contacted prior to or after the account closure, other than the generic form letter. No reason for the complete severing of the relationship that they value with me, has been given to date. Before XXXX XXXX weekend I had directed my stock broker to transfer a {$60000.00} loan to my SunTrust checking account, that was to serve as payment for my construction XXXX on XX/XX/XXXX, as well as cover my parents expenses and bills for the month. The certified letter from SunTrust was dated XX/XX/XXXX, yet not received until after the first week in XXXX. I left work early to go to the Bank before they closed at XXXX on XXXX XXXX. I arrived shortly after XXXX and the door was locked. It stays locked during business hours ever since the " pandemic shutdown '' in accordance with SunTrust policy, as I have been told. My experience since XXXX has been that if you don't have a pre approved " lobby appointment '' the manager and/or employees can use their discretion as to whether to let you enter or not. I was ignored by the employees inside. I came back the next morning when they were to be open for business. Once it became clear to them I was not leaving despite the locked door during business hours, the Bank Manager ( XXXX XXXX ) came to the door, opened it, but would not let me enter the near vacant lobby. I asked her to please explain the letter. I was advised that a check for ALL of my balances had been " cut '' and would be mailed to me within 14 days. When I reacted in total disbelief, and requested that I be given a check for my funds from all seven accounts, I was told to call the phone number provided on the letter. When I asked why, and explained that ALL of my banking accounts were with Suntrust, and I could not be without my funds or banking services for 14 days, she said it was out of her control and that I would need to call XXXX. FOR AN EXPLANATION, and that I " better hurry before it gets any later ''. The phone number was answered with a recorded message that if I had questions or concerns about an account closure, to email them at the address given. " Thank you ... .. goodbye ''!!!!!!!! Based on other XXXX complaints, unannounced account closures seem to be a common practice by SunTrust. The financial difficulties and harm that this has, and will create for me is unacceptable. In any other business there would be some accountability to the customer. My perception has always been that banks never bother to fully explain the terms of your banking relationship with them. They spare no expense to hire teams of lawyers to write volumes of pages of " fine print '', not to protect the customer, but essentially to give them immunity in any and all actions. In XXXX years never has this been made more apparent to me than in this situation, as I am sure they are in no way liable for this " train wreck ''! I will have a lawyer examine any future banking agreement for me before I deposit XXXX cent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30215
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: a bank called Suntrust began showing up on my credit report in XXXX as unpaid payments. I've never heard of them nor have any agreement with them. the loan they're trying to collect on is from XX/XX/2008!!! my credit score has dropped over XXXX points in just 3 months and I was on my way to have a XXXX credit score by XXXX. I'm trying to buy a home and not be XXXX homeless during a pandemic. I've filed several disputes with XXXX but nothing came of it. I need these negative hits to my credit to stop IMMEDIATELY.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2020-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX I noticed a charge I didnt make on my credit card. I called sun trust and filed a fraud claim. Today they said the claim was denied because it was a valid purchase. I havent purchased anything on XXXX since XX/XX/XXXX I did not make this purchase and sun trust is letting someone use my card illegally. Card was replaced.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24112
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: We noticed a charge that was not authorized on our account we immediately contacted our bank an asked they began their process to address the issue. We were told no claims against a charge that was only pending on our account can be made. We would need to wait unit it hard posted So after waiting a few days our account continued to have our normal recurring charges hit the bank. Which the bank used their own discretion to pay these items and charge us a {$36.00} overdraft fee. After waiting until the hard post, we made the claim on phone. Its been almost a week now and the merchant charges again, no stop payment was placed on the account and the merchant has yet to stop these charges. Please help me and son or both on XXXX this has been an extreme hardship our monthly payments will be deposited from the Social security administration soon and were afraid its going to just be offset by all these bank fees which are a direct resulted from a fraudulent charge that the bank refuses to address as it was reported immediately
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33401
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX, I move to XXXX XXXX as my marriage is being dissolved. On XX/XX/XXXX, the house sells. On XX/XX/XXXX, I opened a Money Market account to hold my portion of the proceeds from the sale of my home and transfer money from my checking acct to the new account as a security measure. On XX/XX/XXXX, I transfer XXXX from the new account to the checking account for the initial deposit as I open an account in XXXX XXXX with XXXX. Within an hour, my Money Market account is frozen and I am locked out. Since XX/XX/XXXX, I have called to inquire about my account access. The issue has been escalated half a dozen times and I am told someone from the back office or XXXX will contact me. Today is XX/XX/XXXX, and I still have to hear from someone who can address this. Including the assigned XXXX banker named XXXX XXXX as I have been told. All I ask is to be given the chance to prove that I am who owns this account and the transactions have been legit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: To whom it may concern, On XX/XX/2010 around XXXX XXXX I went to my SunTrust Bank ( XXXX, VA branch at XXXX XXXX XXXX XXXX to deposit the money collected by my XXXX years old son over one year to buy his own laptop. The money were {$470.00} in cash and {$93.00} in coins. The bank door was closed due to Covid-19 so we went to drive through that was open at the time. I sent the {$470.00} and half of the coins ( i.e. they were heavy ) in the tube and told the teller that I am going to send him the rest of the coins in another tube in addition to my ID. The teller asked that I come inside the branch, better than using the tube system. My son and I went inside and started working on the coins to be put on the appropriate coins paper rolls. I had to leave the bank to pick up something else from a nearby store and asked my son to complete the deposit. I came back in 10-15 minutes and called my son to come out after he finished the transaction. My son didn't have the deposit receipt and when I asked him, he said the teller told him that you will see your deposit on line after a few minutes. I checked my account on line and there was only {$93.00} deposited ( i.e. the coins only ). So I called the teller to ask about the {$470.00} cash, he said that he didn't see them and he will check his drawer and get back to me. I had to call him again to find out that he didn't find the money as he claimed. I called his manager as well and customer service and filed a complaint to investigate their Camera system hoping to find a resolution but I have not heard back from the bank as promised by its manger. After a few days, I called the bank 's main headquarter in XXXX, GA and filed another complaint. Three and a half weeks later there is no definite answer or a timeline that this issue could be resolved. I am really upset and frustrated from the way this bank is treating me and how they are handling this issue in a careless and not timely or professional way. I am hoping that your bureau can assist with this situation. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Signed for refi XXXX. Changed mind and sent " Right to Cancel '' notice to SunTrust XXXX. Must receive " Release '' to obtain XXXX from another source. It is now XXXX, ( 2 months and 10 days ) and still have not received the Release. XXXX Called Suntrust talked to XXXX. Was told that Mr. XXXX XXXX is working on the official release statement and would call me within 24 hours. XXXX. XXXX sent an " Account Activity Statement ''. Was told that Mr. XXXX XXXX would send the official release statement within 24 hours. XXXX. Still no Release Statement. Called Suntrust XXXX PM. Was told Mr. XXXX XXXX was out to lunch and would return in half an hour. XXXX XXXX called Suntrust, person anwsering phone couldn't find Mr. XXXX. She emailed him to call me by end of business ( XXXX XXXX ) or on XXXX. XXXX. Called Suntrust at XXXX XXXX since I did not receive a call from Mr. XXXX. I kept getting disconnected and returned to the 2 minute 20 second message you get when you call before you talk to someone. I asked to talk to Mr. XXXX. They can not get Mr. XXXX on the phone because he doesn't have a phone at his desk. But they would have him call me. A phone call that has not and never will take place. If they can send me an " Account Activity Statement '' showing that I have a XXXX balance why can't they issue the official " Release '' so I can get on with my refinance? Until I get the release I can not proceed with the refinance with another company. I feel they are deliberately holding this up just to give me a hard time because I cancelled their loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was in the hospital for 6 months in XXXX being treated for endocarditis. I was in a coma for the first month and a half, then on a ventilator for the next four months. During that time, I lost my job teaching online for Education to Go because I could not answer student questions every day per my contract. After I got out of the hospital, I tried to find work, but so far, I haven't been successful. On XX/XX/XXXX due to depleted reserves and ongoing medical and other bills, I filed Chapter XXXX bankruptcy. My bankruptcy lawyer was obligated to list my mortgage with BB & T in my bankruptcy. In the filing, she made it clear that my mortgage was NOT included in the list of debts that I was seeking to have excused. On XX/XX/XXXX, my lawyer told me that BB & T filed a claim in my case but had indicated that I was current on my payments. On XX/XX/XXXX, XXXX reported that BB & T had reported that I had listed them as an account I could not pay in my bankruptcy and the amount I owed as XXXX. Both things are untrue. My bankruptcy lawyer suggested that I call BB & T and file a dispute with XXXX if I did not receive a satisfactory answer from BB & T. My calls to BB & T were directed to a voice mail and no one ever returned them, so I filed a dispute with XXXX. XXXX sent me an email on XX/XX/XXXX saying they had investigated the information I disputed and updated my credit report to say that my account with BB & T was included in a bankruptcy. They removed the notation that BB & T had said I had said that theirs was an account I could not pay. XXXX days later, on XX/XX/XXXX, XXXX reported that BB & T reported that I was delinquent on my payments to them. I knew this was not true so I called BB & T. The customer service representative I spoke to verified that my records with them show that I have NEVER missed a payment or even been delinquent the entire time that Ive been doing business with them ( since XX/XX/XXXX ). So I filed another dispute with XXXX telling them the report that my account with BB & T had been delinquent was incorrect, that I had confirmed this with BB & T, and asked them to correct it. On XX/XX/XXXX, I received an email from XXXX that my dispute investigation results were ready. I logged in to my XXXX account from the link provided in the email, but when I tried to see my depute results, I received a message that that page was not available. Ive attempted several times to see this, and each time is the same. Meanwhile, XXXX is still reporting that I am delinquent on my payments to BB & T. My complaint is two-fold : BB & T has reported inaccurate information twice about my account, and the inaccurate information about me being delinquent is still showing up on XXXX. This needs to be corrected. Related to this is a question. I would like to learn what I need to do for BB & T to start reporting the true status of my account with the credit bureaus. Currently, they are reporting that my account is closed and my balance is " XXXX, '' both inaccurate. My second complaint is with XXXX. I am unable to see the results of their investigation due to a problem with their website that has not been corrected from XX/XX/XXXX until now. I have not been able to find out who to contact about this. Can you help? Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: This will be my final attempt to resolve this issue without counsel from a lawyer and contacting the media. It has been almost a year since I have paid for service that can not be rendered to me. I have contacted XXXX XXXX XXXX about XXXX XXXX and did exactly what was asked of me to do. I contacted XXXX XXXX representative for my case several times with no email or phone call back. She directed me to go back to tires plus and get my vehicle reevaluated and I did. I would have contacted Suntrust prior for a dispute but it is their policy to attempt to resolve the matter with the merchant first and overall that was my goal. This is my story. XX/XX/XXXX I went to XXXX XXXX in XXXX XXXX for an Alignment on my XXXX XXXX XXXX. After picking up my vehicle I noticed it was not driving as I felt it should so I called, and the service manager told me they could not do the Alignment correctly because of a lack of specifications to my model. He told me I would have to take it to a XXXX dealership to get it fixed properly. I was stunned and contacted XXXX XXXX XXXX. I did not think I would have any issue having my money returned after all they did not properly align my vehicle and informed me, they couldntXXXX XXXX XXXX XXXX had XXXX XXXX reach out to me through their representative XXXX XXXX and she requested that I bring the XXXX back to have it looked at again, so I did and I let her know both by phone and email. I never heard back from her but I did get a new invoice from tires plus on what my XXXX needed in order to be properly aligned and that would cost over XXXX dollars. This is more than I initially paid for my alignment to begin with. After a stall with XXXX XXXX I decided to reach out to Suntrust to dispute the charge as I am not paying over XXXX for an alignment especially since XXXX XXXX did not inform me prior to payment that they could not do the service without additional money. I provided sunturst with all of the information from XXXX XXXX XXXX and they asked for more information which I mailed in. After about a month I called, and they informed me that it takes 60 days to investigate my claim fully but about 2 weeks later they said that my claim was out of suntrust timeline and they closed my dispute. I have invested more time in trying to be refunded for service I havent received than it would take for me to just earn it. It is just the point that I paid for service that can not be rendered. I feel like I need legal help. I am attaching all files I can find relating to almost a year of fighting for a refund for service I still haven't recieved!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32137
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: In XXXX, I took of a auto loan from Regional Acceptance. In XXXX I feel behind on payments. Regional Acceptance employed two men to repossess my vehicle. On Monday XX/XX/XXXX about XXXX XXXX while waiting to go into work the two men blocked my car in when I was parked on the street and demanded I exit the vehicle. I was unaware of who these people were. I locked my doors. They men stated they were there to take the vehicle. At that time they said they would call the police and who would make me relinquish the vehicle. The man who called police told the dispatcher, " Its a 30 year XXXX male. '' Within 5 minutes about 6 patrol cars showed up. The Police surrounded my vehicle with their hands on their weapons. They instructed me that i must exit and turn over the vehicle or I would be forcibly removed and arrested. I was able to record the interaction on my cell phone. In fear for my life I complied and was told to leave the premises. The men then called for a tow truck and had it towed away. I contacted Regional Acceptance the next day told them what happened. Ive contacted them several times trying to get some resolve and I was told I would be called back or my complaint would be placed in a queue. The balance on the loan when reimbursed was {$27000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A