Date Received: 2020-09-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Sun trust bank has held onto my funds since XXXX after they said my checking account was being closed. Since that time period its been under review before closing the account which was already supposed to be done in a timely manner. I have called them repeatedly to get updated on closure customer service says its still under review everytime I have called since XXXX..this is obviously a serious problem with closing the account and returning my money to its rightful place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I filed a complaint on XX/XX/2020 because my account had been closed for two months and I still had not received my funds from the account. Suntrust/Truist responded to my complaint by providing a tracking number to the check they supposedly sent out. It is a month later and I still have not received my check. They provided a tracking number which hasn't been updated since XX/XX/2020 and when I call I am still being given the run around and no one will help resolve the issue. There should not be an issue with the address on file as I have received correspondence via mail from the since filing the claim. I still however have yet to receive my check!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Sun Trust will not answer their phones and have not responded to any voice messages. Calls made man times to XXXX XXXX, and XXXX XXXX with NO RESPONSE from either. Sun Trust Bank, NA has 72 hours to respond before I file a formal complaint of bank fraud with the Attorney General of the State of South Carolina.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: My car is financed through Regional Acceptance Corp. And my monthly payment is {$450.00}. I was laid off in XXXX due to Covid 19. I called Regional and they agreed to a 90 day deferment. I explained that I would not be returning to work in that short of time. She said call back if I needed more time. I applied for a 2nd deferment when that ended and was approved with payments being due again on XX/XX/XXXX. I contacted them today with an additional deferment request as I have been told that I would not return to work until XXXX, XXXX. They denied my request for additional help. I explained that without the deferment the car would be reposessed because I have no means of keeping it paid at this time. They did not appear to care. Is there any recourse for me, or will I lose my car and have my credit ruined? Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid off my mortgage due to sale of house. I chose the Forbearance option for 1 month. A forbearance notice is negatively affecting my credit score. When I contacted mortgage bank, I was told that all that could be done is a written letter mailed to a PO Box to REQUEST that the Forebearance be removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Unauthorized use of my credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32726
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Unauthorized Credit Companies running my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32726
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I realized my checking account was on hold/closed on XX/XX/XXXX when I tried to make a purchase. I never received a call or letter from Suntrust Informing me my account was under investigation. I immediately called and spoke with a representative. The representative told me she could not provide me with any information other than my account is being investigated and Suntrust had decided to close my account. I asked for a timeframe as to when my funds will be mailed to me and the representative could not give me any information about that. I asked to speak with a supervisor. The supervisor echoed what the representative said. I ended the call. I called again on XX/XX/XXXX. The representative told me that the account was still under investigation and that no timeframe can be provided. Today, XX/XX/XXXX, I called and spoke with two representatives. The first, finally told me my account had been under investigation since XX/XX/XXXX. She also told me the investigators had 15 days to be settled. It has been well over 15 days. I asked to speak with a supervisor who echoed the same information but could not provide a date or timeline. I have tried to resolve this issue several times. The representatives have been rude, inconsiderate, unsympathetic, unapologetic, and unprofessional. On several occasions I have asked to speak directly with the investigator. I was told that is not possible. We are in the middle of a pandemic. This is all the money I have to support myself and XXXX I have been more than patient.
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: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: For last 80 days I have been trying to close my second home mortgage with SunTrust bank aka Truist, through out the process the Suntrust team was not able to keep up with regular updates on my application, finally I have given up on my refinancing application with them. The company has had a lot of internal system integration issues that has caused the delays but in this process they have charged me {$1100.00} as deposit for processing my application which the company is now refusing to refund. A simple task like completing appraisal took them 2+ weeks to contact with me as they had no proper channels of communication. I feel that because I am existing customer with the bank I was not offered fair lending terms, charges too many points for the same mortgage. Application process start - XXXX was offered lock on rate for 90 days with $ XXXX as estimates value ~75 % loan to Equity ratio my appraisal came @ XXXX, original loan application was just under my name. I was encouraged to add my wife a co-borrower once I did that the cost for loan changed dramatically + $ XXXX. Why was this required? my personal income to debt ratio can easily support the necessary refinance but my loan officer asked to me add my wife as co-borrower who has lower credit score than me. My credit scorXXXX ( XXXX ) my wife 's score is ( {$690.00} - XXXX ). I was offered 1 point discount before then all that was changed as we now had my wife on the application who has lower credit score. My issue - Unfair lending practices. - Misleading customer about discounts, fees and points my cost for loan changed dramatically and now I was locked into it after my rate was locked they updated the disclosures. Loan Officer - XXXX XXXX, XXXX XXXX Mortgage Loan Officer XXXX SunTrust now Truist XXXX XXXX XXXX, XXXX XXXX, XXXX, NC XXXX Office ( XXXX ) XXXX | Toll Free ( XXXX ) XXXX ext. XXXX | Fax XXXX Mail XXXX XXXX Processing contact XXXX XXXX Mortgage Loan Processor, XXXX Campus | SunTrust now Truist XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX : XXXX Fax : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Out of the blue in XXXX I received a bill for {$1700.00} from BB & T ( Now Truist following merger with Suntrust ) on my monthly mortgage statement. The month before, XXXX, I received a more typical bill of {$330.00}. XX/XX/XXXX, I had mad a payment {$1000.00} and another on XX/XX/XXXX for {$2000.00}. So this {$1700.00} bill left me confounded. Upon contacting the bank by phone I was told that this was past interest BB & T had not been able to show on any previous billing statement, but was now possible because of Truist 's new software. But even on the XXXX statement none of the numbers add up in any understandable way. The Column showing the " explanation of amount due '' is indecipherable with any conventional math.BBT/Truist multiple times. I have been put on hold for hours while customer service representatives try to make sense of my account. Most recently I spoke with XXXX XXXX regarding the issue. Ms XXXX acknowledged that the bill was in disarray but said that prior to BBT joining Suntrust to become Truist, BBT had no way of calculating said suddenly due interest. When I pointed out that the bill in no way showed a logical balance she said she would escalate the issue to an accounting division to verify. Ms XXXX like other representatives promised a return call that did not come. On repeat calls to her direct line I have been routed directly to voicemail and have not received any return calls. I did receive two separate billing statements dated XX/XX/2020 in XXXX. XXXX had the amount due of {$73.00} and a second with amount due of {$1600.00}. In summary, I was receiving normal billing statements up until XX/XX/2020 when I was suddenly told I owed a large amount of interest that had never been referenced on any past billing statements. At no time has the bank provided me with a bank statement where the numbers balance and/or account for the " discovered interest ''. The Bank expects me to just pay {$1700.00} in interest they say they discovered during the merger. I will attach the statements from XXXX and XXXX as well as the two disparate statements from XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61801
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A