Date Received: 2020-08-31
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: At XXXX XXXX on XX/XX/2020, I received a series of text messages from Suntrust fraud alert advising me of multiple possible fraudulent transactions on my credit card, and requesting that I respond with Y or N to block the transactions. I responded with N immediately and called Customer Service, confirming that none of the charges were mine and requested for my card to be blocked from further purchases, and a new one sent out. Even though they had told me my card was cancelled, another transaction went through on XX/XX/2020 and I called again to inquire, this time I was told the charges will be dropped soon. I called again a week later and was told the same, to wait a few days for the charge to be removed, but the charge is still there. Yesterday I called again and was told there isnt even a case open for the charge that went through on XX/XX/2020. How is it that my card was cancelled on XXXX yet at least 2 transactions were approved after I confirmed that the card was being used without my permission, and now nearly one month later with my billing statement coming up, one of the charges is still on my account?! I also bank with XXXX XXXX XXXX and this would never have happened.
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: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: So I have a bbt credit card. The bright one. U went on vacation and stop and used it at several gas stations. Got back and noticed a fraudulent charge for XXXX. Reported it to XXXX XXXX. They disputed the charge and sent me a new card. They did not say they were going to close the account and open a new one. When bbt did this. It dropped my credit score significantly. I need help resolving this issue. Please contact me at XXXX. thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2020-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XXXX I received a debit card from SunTrust. I have never been to a SunTrust or opened an account online. However, I do bank with BB & T, who was bought out by SunTrust so I assumed that as why I got the card. I went to the website listed on the card to activate the card. I was asked for and provided the card information and my SSN. When I wasn't given an option to set a pin number I called the number on the card and was told that it was fraudulent and I needed to submit a claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have a loan with SHEFFIELD FN and XXXX XXXX XXXX. I have always made my payments on time. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, XXXX, SHEFFIELD FN and XXXX XXXX XXXX with no successful resolution. There was definitely an error on their part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: sent in all paper work and then company is unresponsive months it has gone on the loan officers child is sick and she claims to have sent it to superiors who are either on vaca or just never respond
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28403
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, Truist Bank sent a check to XXXX XXXX insurance company for {$1200.00} out of my mortgage escrow account to pay my annual hazard insurance policy premium on my home. On XX/XX/2020 Truist Bank sent another check to XXXX XXXX insurance company for {$1200.00} to pay my hazard insurance premium again, this was a duplicate payment in error and should not have occurred. I noticed the error on XX/XX/2020 as I thought it was odd to received a second email alert for another insurance payment coming out of my escrow account. I called the Truist Bank insurance department on XX/XX/2020 to report the 2nd payment and notify the bank of the error. I requested the duplicate funds to be returned to my escrow account. Every week since XX/XX/2020, I have called the Truist Bank insurance department asking for updates and as to why the duplicate {$1200.00} has not been returned to my account. I have been told different things by every person I have spoken to in the insurance department and some of the staff has even admitted to me after reading the notes that I have been told different things. For example, I was initially told a stop payment was placed on the first check and even was on a three-way call with XXXX XXXX XXXX and the Truist Insurance department. XXXX XXXX claimed they did not receive a second insurance payment! I have requested the bank do research and supposedly accounting requests have been completed. Now the bank claims both {$1200.00} checks have been cashed by XXXX XXXX. On XX/XX/2020 I was willing to talk to XXXX XXXX XXXX on a three-way call with the representative named XXXX from Truist Bank insurance deparment and XXXX told me the XXXX XXXX XXXX wait time of 18 minutes was too long for her to wait in a call center. Well, that is about how long we waited for the three way call back in XXXX. I have spoken to my XXXX XXXX agent, XXXX XXXX in XXXX, GA and she has notes from two different Truist Bank representatives calling her in XX/XX/2020. XXXX told Truist reps both times that only one payment has been received from XXXX XXXX and one rep from Truist even apologized and said she now sees where the bank canceled the check! This issue has caused me a significant hardship and cost me a lot of time calling every week since XX/XX/2020. Please demand that Truist Bank return the {$1200.00} duplicate payment that they lost somehow and ascertain my escrow payment is recalculated properly next year as it is not my fault the escrow account balance has been in the negative. The insurance department representatives at Truist Bank have failed me as a vigilant, well educated consumer who has made every attempt to help them correct their error. It is absolutely shameful to treat a loyal, paying customer this way. Please have my {$1200.00} returned to my escrow account ASAP and end this frustration. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Regional ACC likes to violate the fair reporting credit act, I dont know this company and havent done any business!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19130
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I called the XXXX number and followed the prompts to report potential fraud which instead sent me to the General Account Services ( GAS ) department ( later I found out this is in no way the fraud department ) ; this happened every time I called. They put me on hold multiple times to call someone internally in the fraud department who was in charge of investigating my suspicious charges and each time that person didnt answer. The GAS rep didnt give me this fraud investigators contact info bc apparently its against company policy and told me they were likely at lunch ( this was XXXX ) and to call back before XXXX. I did this and received the same response. I called BB & Ts XXXX number 3 times, each time a GAS rep then called the fraud investigator 3-5 times with no response. My local BB & T branch only allows appointment-only walk-ins however when I called them ( standing outside in the rain ) they told me their hands were tied, theres nothing they can do to unfreeze my account or replace the money that was stolen. My account has been frozen now for about a week and NOBODY from BB & T has reached out to me yet. Multiple bills have bounced totaling {$350.00} thus far and I have yet to find a way to rectify this BB & T issue. Im right out of medical school with > {$300000.00} in loans living paycheck to paycheck. How am I supposed to pay my loans, utility bills, and credit card? I work >100 hours per week with COVID patients, when am I supposed to find time to reach out to BB & T? I feel as though Ive already gone above and beyond the responsibilities of a consumer ... how long will they sit on this issue? Will it ever get fixed? Am I supposed to pay the {$350.00} in overdraft fees from my lenders? This has been by far the worst customer service experience Ive ever had. After this is over with I will be closing my BB & T acct that Ive had for >30 years and moving on to another bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have a vehicle loan through SunTrust Bank. On XX/XX/XXXX, I was furloughed from employment XXXX to Covid-19, and on XX/XX/XXXX, I contacted SunTrust to inquire as to what options I had to defer payments without affecting my credit report. The representative said paperwork would be emailed and I should sign and return upon receipt. This would defer payment for 3 months and those payments would be moved " to the back '' of my loan. I never received such paperwork. After many follow up calls, alternative emails given, and mailing address verified, the paperwork still failed to arrive. Their response was that they, too, had many people on furlough, and the rest were working from home. While I understood that, I needed to make sure our credit wasn't affected as I had previously made timely payments over the amount that was due. On XX/XX/XXXX, my vehicle was repossessed. The day my vehicle was repossessed, a representative offered to send me the infamous paperwork via fax. Had this been an option from the beginning, this would be a non-issue. I was able to receive, sign, and return the information in about an hour. I contacted SunTrust Bank to inquire about the paperwork very frequently, yet no one ever asked about any payments that had " been missed '' or advised me as to any impending repossession. No calls were made to me, no mail was sent asking for payment. I paid {$140.00} to the impound company and {$560.00} to SunTrust Bank as a " repossession fee ''. None of these monies went toward my vehicle payments. My credit report now shows late payments for the months of XXXX, XXXX, XXXX. Since then, I've gone back to work, yet my wife has now been furloughed since XX/XX/XXXX. Miraculously, after the repossession, SunTrust is now able to reach me via email and I was able to defer payment until XX/XX/XXXX by simply signing the form electronically. On the paperwork that was faxed over to me, which I singed and returned, it states that Three payments were deferred and my next payment would be in XX/XX/XXXX. That says to me that the months of XXXX, XXXX, and XXXX should show as current since those were " deferred ''. In my attempt to correct the issue, I filed a XXXX complaint which yielded no results. The representative now says there is no records of my many phone calls yet she somehow has records of phone calls I've never received. They are refusing to submit corrections to the credit reporting agencies, or allow those fees to go toward my car note. Despite the representative 's initial statements that she were able to help in the situation, she now says there is nothing SunTrust is willing to do. Daily interest continues to accrue, which is fine, yet it is my belief that the company was unscrupulous in repossessing the vehicle to receive additional fees especially during a time in which millions are struggling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 671XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: The IRS sent me a letter stating that they sent my Covid check for XXXX to my BB & T account which has been closed, but BB & T never sent it back to the IRS and kept it without notifying me or sending it to me by mail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A