Date Received: 2020-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing this regarding my mortgage. I was in a 3-month forbearance due to COVID. My mortgage was current prior to the forbearance. The forbearance ended XX/XX/2020. During the forbearance, I made 2 of the 3 payments, leaving me with only 1 payment. On XX/XX/2020, I called Suntrust ( my mortgage lender/servicer ) and spoke with XXXX. After reviewing different post-forbearance options, I elected for the deferral option to add the 1 payment to the end of my loan. XXXX confirmed she would code my loan for a deferral and she said to expect deferral paperwork to arrive in XX/XX/2020. On XXXX XXXX, I called Suntrust. I was told I was approved for a deferral and advised that paperwork would be sent to me shortly. On XX/XX/2020, I called Suntrust and spoke with XXXX. XXXX claimed the deferral paperwork was being processed and she confirmed that I should not make a payment for XXXX because it would not be properly applied ( it would be applied to the 1 missed payment from XXXX ). On XX/XX/2020 I called Suntrust and spoke with XXXX (? ). She informed me the deferral paperwork was being sent via XXXX. She also stated I needed to execute and return the paperwork upon receipt. She also instructed me not to make my XXXX payment. On XX/XX/2020 I called Suntrust because I still had not received any deferral paperwork. I spoke with XXXX, who claimed the paperwork was sent. On XX/XX/2020, I called Suntrust and spoke with XXXX. XXXX told me that the deferral paperwork was mailed on XX/XX/2020. She also said it was mailed regular mail and stated I did NOT need to sign or return anything. According to XXXX, my first payment would be due XX/XX/2020 and I could see and pay it online. On XX/XX/2020, I called Suntrust and spoke with XXXX. XXXX also claimed deferral paperwork was sent to me on XX/XX/2020. XXXX also claimed I needed to sign and return the paperwork and confirmed my first payment is due XX/XX/2020. I asked her to pull up a copy of a recent letter I received, which she said she could not do. She also could not provide any details or information regarding the deferral. The reason I am writing is due to the attached letter ( dated XX/XX/2020 ) I received the first week of XXXX. The letter is NOT a deferral. The letter claims Suntrust received my request for a deferral. The letter also states paperwork will be sent to me and the paperwork would need to be executed and returned. Most importantly, the letter states IF APPROVED, the paperwork will advise when to begin paying which CAN NOT BE ANY SOONER THAN 30 DAYS AFTER THE AGREEMENT. My issue is that I have not received any deferral agreement AND the letter states that a payment can not be any sooner than 30 days after the agreement, yet Suntrust has informed me twice that my first payment is due XX/XX/2020. I signed onto Suntrust today and it does not reflect that a payment is due XX/XX/2020 as I have been told. At this point, I have no idea as to how to proceed. I do not know if I am in a deferral, I do not know when I am supposed to pay, I do not know how much to pay, and I am being told I have a payment due in XXXX weeks despite the fact their letter states a payment can not be any sooner than 30 days after the agreement an agreement that doesnt even exist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32714
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have been making payments to Sun Trust Bank for two years I have been paying extra money towards the principal last year I called to check payoff. Amount of payoff was not correct manager looked into the problem said extra money was going to next months payment they fixed the problem.On XXXX XXXX I checked on extra payments again the same problem was back again I called sun trust but could not get any results to my concerns.My payments going to principal are not being applied correctly sun trust is merging with another bank if this problem is not corrected now it will be bigger problem for me to get corrected when they merge. Someone needs to look into this matter and make them fix there mess I am being charged interest on money that I am paying towards the principal extra money it not being applied to the pay off at the end of the loan. Thanks for any help you can give. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/2020 I sent out a letter to validate my debt to Regional Acceptance. I received a response today XX/XX/2020 with my account inquiry as well a letter that Regional acceptance sent to me previously with my balance on my account. In this letter it states that I owe XXXX on my account payment history it shows that I owe XXXX. Reporting wrong information is a violation of the fair debt collection practices act and a defamation of character.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28216
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with Suntrust Bank on XX/XX/2020. On XX/XX/XXXX, I tried to withdraw funds only to be told that my access was restricted. I have tried everything to find out 1. Why and 2. When my money will be returned. The only responses that I have received is that its under review and no one knows when my money will be returned to me. The department putting me through this misery does not talk to customers. Suntrust is holding my checking & Savings without explanation. I have incurred 3 late charges. I can not buy groceries, fill prescriptions, put gas in the car or anything else. Apparently Suntrust can do this at will anytime they please. Consumers have no recourse
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Good morning I have a checking and savings account with suntrust bank. I am in XXXX, Georgia. I opened these accounts in XX/XX/2020. From day 1 I have had problems. First my name was spelled wrong, next, my address was wrong. like a fool I still allowed the bank to handle my direct deposit. I am now being continuously penalized and I feel that the bank is not showing the small account holder any benefit or customer service. as of today I have a checking account with a balance of - {$10.00} and a savings account with a balance of - {$240.00}. On XXXX, I transferred {$250.00} from my checking to my savings account tot purchase a laptop from XXXX for {$260.00}. On XX/XX/XXXX, I was informed I had an overdraft in my checking and savings account of over {$400.00}. this was due to the fact that the {$260.00} I paid for the laptop on XX/XX/XXXX was returned to my account without my authorization because overstock ad not collected the money yet. I found out that this was suntrust policy. My role in this was that I trusted suntrust and did not watch my account as closely as I should have. this gave me a false number o n my account giving the illusion that I had more money in my account than I did. as a result I withdrew more money than I actually had. on XX/XX/XXXX the money was withdrawn by XXXX and suntrust then charged every transaction between XXXX XXXX as an overdraft and fees were attached to my account. when I contacted suntrust customer service they explained their policy of returning money to your account after a certain period. I was not told this when I opened the account. After speaking with numerous agents over the phone and no one attempting to find out what had happened and being on hold for hours over qa period of 3 days a XXXX did the work and after seeing what had happened she took the overdrafts off leaving a negative balance of {$200.00} in both accounts even though my checking account was never overdrawn. I was told that when I make a deposit to either account both accounts would return to normal. This was done to my savings on XX/XX/XXXX due to direct deposit. However, the savings account, the account the was originally overdrawn did not reflect the payment and suntrust refuses to correct the situation. I am requesting that any monies be returned to me and my accounts corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-12
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: SunTrust bank failed to prove their account belongs to me. While in the process of validation the account was sold to XXXX XXXX XXXX. XXXX XXXX XXXX has also fail proving their account belong to me. Neither SunTrust nor XXXX XXXX XXXX are Holders in Due Course. SunTrust reported a balance of {$100000.00} and XXXX XXXX XXXX reported a balance of {$97000.00} each reporting the same account numbers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account with Suntrust and transferred {$3000.00} from my spouse XXXX account om XX/XX/2020 shortly after Suntrust sent me a letter saying the account was closed for fraud. I was never contacted by Suntrust directly to ask. Suntrust did not send back my {$3000.00} I have called twice and both reps have told me suntrust is holding my money and will not say why or let me talk to an agent who can explain. I need my {$3000.00} from suntrust ASAP, as well as compensation for lost interest ( 4 % apr on XXXX for length of time money was held, currently 60days x XXXX cents a day = {$26.00} dollars ) and the opening bonus that i would have been eligible for of {$400.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-12
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: I, XXXX XXXX believes in the credit reporting system as the most important element to the success of the commercial banking system. I am also a proponent of the Consumer Financial Protection Bureau ( CFPB ) as a tool to streamline issues on credit reports that may be dragging down my overall scores. Accordingly, I address each particular issue directly with the creditor in question, before submitting any complaint to the credit bureaus if necessary. Therefore, I desire the following reinvestigation as follows : 1 ) On accounts where late payments are posted, I respectfully request a review of the past payment history and to ascertain if certain payments could actually have been posted late because of an overlap on the 30-days grace period. I realize that this may happen on occasion, and I request only a summary review internally, and do not require any documentation. 2 ) On any account that falls within the 84-month negative reporting timeline, I respectfully request either the deletion of the account if said account was closed, or the elimination of the prior payment if the account it is still active, this is well within the Fair Credit Reporting Act ( FCRA ) guidelines pertaining to obsolete information. 3 ) Any collections must be proved if either a direct collection and/or debt purchase. In either event I request that a true original copy of right to pursue collection be established with each respective credit reporting agency, and if a debt purchase the guidelines proving transfer of ownership must be submitted to all credit bureaus as well as me personally to validate ownership and the right to collect. I am well within my rights requesting proper documentation as administered through the Fair Debt Collection Practices Act ( FDCPA ), the Consumer Financial Protection Bureau ( CFPB ) and the Federal Trade Commission ( FTC ), in addition to the even stricter guidelines enforced by the office of attorney general in my state of domicile. I respectfully request each investigation to be reported to XXXX, XXXX and XXXX XXXX within a reasonable time period, hopefully 30-days. I realize that the current Covid-19 crisis could cause delays, so the best efforts of each financial institution and collection agency will be appreciated under the current circumstances. XXXX XXXX
Company Response:
State: NY
Zip: 122XX
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Three inquiries hit my credit report in the past week. I even locked my credit profile on all 3 Credit bureaus and the inquiries still managed to be pulled and put onto my report. This caused a major drop in my XXXX credit score ( over 50 points ). I need these 3 inquiries removed immediately. I have not authorized any such action to be done on my end. These are the three I need removed. These were reported to XXXX REGIONAL ACC XX/XX/2020 XXXX XXXX XX/XX/2020 XXXX/XXXX XX/XX/2020
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60030
Submitted Via: Web
Date Sent: 2020-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A