Date Received: 2020-08-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received and automated phone call saying it was XXXX and someone was trying to purchase XXXX shoes on my account to call if it wasnt me. I called the lady transferred me to the fraud department it was a man from XXXX. He told me XXXX had been charged on my account but not to worry he was going to get my money back and put a big smile on my face. He had me open my online bank account and he told me to type in XXXX to credit my account. When I did it added a extra zero which he showed me I got a XXXX credit in my account. Started saying if he didnt get the money back he would be fired. At first I told him thats not my fault. He continued to call and text me begging me to please help him replace the money. He convinced me to go to XXXX and purchase four XXXX gift cards. I bought two with my debit card and then wrote a check for XXXX for two more gift cards. He told me scratch off the back and take pictures and text them to him. He kept calling me saying the cards werent going through and I need to go purchase four more cards. I refused then checked my bank account and they had cashed three XXXX gift cards out of my account and XXXX transfer to XXXX. I immediately went to XXXX to have them cancel the cards. They had already cashed them out. I called my bank to and put stop payment on the check which cost me XXXX. The check XXXX cleared the bank. Plus XXXX in XXXX cards withdrawn from my bank account and XXXX to XXXX which now I have been totally scammed out of XXXX. I called that man later that night and told him I knew what he did. Then I cried my self to sleep. I am on XXXX a fixed income he took all my money. I am so upset and have all the proof and voice mails and text message he sent me. He called me the next morning and told me he was sorry he was going to give my money back. Tried to get back in my back account. I kept hanging up on him but he wouldnt stop. Kept calling and texting until XXXX. The bank has canceled my debit card. This happened on XX/XX/2020. I called for a update tonight and XX/XX/2020. They said cant recover any of my money. I want this man caught and I want restitution because, I am broke and my spirit is broken. I pray that you can help me somehow. Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29617
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: It appears bank is taking money out of my checking out. For the last 3 months, Suntrust bank has not sent the my mortgage payment amount to the address instructed on Bill Pay. We have managed to pay it eventually, but I have incurred {$500.00} in late charges. included is one time they did not even send a check, instead accused me of cancelling my own mortgage payment. For the month of XXXX, the funds have been withdrawn out of my account, but the Mortgage Company did not receive the check!! Trying to work with the local office, Suntrust At the XXXX, is impossible with various emails and phone conversations producing not results. All they do is refer to an 800 number which I have called before, and they assured me they would put their " best people '' on it, and take care of the issues. this has not happened, now money is missing out of my account. Bottom line is funds are gone from my account, and would like to report potential Fraud. Suntrust/Truist Bank service model is the worst you can imagine!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX I deposited my paycheck from my employer as usual through suntrusts mobile check deposit app feature. The check was received by the service and I was told the check was put on a hold, for what I thought was the weekend due to them being closed but in reality ended up being something completely unexpected. Without being notified in any way my account was closed/ frozen. The reason they gave me was fraud even though there was nothing fraudulent with the account or the check deposited as all my coworkers checks deposited through their respective banks with no issue. What can be done about this? as it is apparent I am not the first to have an issue of this kind. Locking off peoples access to their funds is serious and the way they have responded to any complaints or questions is sickening. When called they are quick to say they are not obligated to tell me anything about what is going on and that my local branch cant help me. And next say they are going to determine if THEY think I should get MY money through their investigation that will take about 15 days. This bank is making interest off of the money of people who can no longer afford to pay their bills or rent. This is plain disgusting. My employer has told me that the check cleared on his end so he does not need to give me that money which was called fraudulent so if suntrust decides to keep it that is plain and simple theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We bank with SunTrust. recently there was fraud in our account. two large deposits showed up and the money was moved around within our 3 accounts, and then sent out of our account, all without our knowledge. This morning we learned the bank subsequently declared the deposits to be suspect and froze our accounts containing all of our money. My payroll was direct-deposited today, and they are refusing me access to it as well. I have talked with their fraud people and the are unwilling to release my payroll funds. Unfortunately it is too late for my employer to cancel the direct deposit transaction. I can understand shutting down the accounts, but my payroll has nothing to do with fraudulent deposits made into my account by someone else. SunTrust is refusing to release these funds, even into a new account. We desperately need help as this has created a dire situation. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: I purchased a new car on Friday, XX/XX/2020 from XXXX XXXX of XXXX. I was never show multiple options for prices or leasing options. I was not told my credit would be run multiple times. I was shown one finance option, with Suntrust Bank at 5.9 % for 84 months, and told that was my only option. I subsequently learned this was false and I was entitled to see multiple options with multiple lenders, etc. Additionally, I was misled about additional products that were included on my loan as GAP insurance. I agreed to GAP insurance and learned that an extended maintenance contract was added with GAP insurance. The finance representative told me I could cancel GAP later for a refund. I wen t back to XXXX Sunday XX/XX/2020 and was told no one could help me. I returned to XXXX twice on Monday XX/XX/2020 and attempted cancel the loan or modify it. I called the lender, Suntrust, and was initially informed that I could cancel the loan and then, once at the dealership again, Suntrust reversed course and stated only XXXX could cancel the loan. XXXX would not. I then asked to remove the extra services I did not ask for that were added with GAP insurance and told that the money would be applied to the principle of the loan balance in 120 days and I personally would not be getting a refund or a reduction in my monthly payment. When GAP was explained to me the financier representative told me any unused portion would be refunded. The paper I signed for GAP states that I could cancel in 30 days without penalty. I will have to check with Suntrust to see when the " refund '' is applied to the loan. When I asked about a hidden fee that was not explained to me at signed the finance representative told me he did not have to explain it, because I did not ask about it on Friday. I have subsequently learned that this dealership has changed names multiple times to avoid negative reviews. I am now stuck with a loan that is approximately {$5000.00} more than the value of the car. The car price was {$22000.00}. With the added fees and maintenance contract that cost became {$27000.00}. GAP added {$850.00}, the unwanted service/maintenance added {$2600.00} and the mysterious TLP fee added {$450.00}. All of this is financed through Suntrust, which will now receive over {$31000.00} for this car. I am not disputing that I signed these papers, but the papers were not clear. The dealership engaged in misleading and false representations of what I was being sold after preventing me from seeing multiple finance options I was entitled to see. Suntrust Bank is complicit in these practices. I was told Suntrust was the only finance option.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23228
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had a mortgage with Suntrust Bank ( now Truist ) for over ( 7 ) years. About 7 months ago, I requested that I no longer have an escrow account, as I have a credit score over 800, sufficient funds in my bank account to cover payments for my property insurance and real estate taxe bills, and don't feel as though I need someone to " manage '' my account to ensure that I keep insurance and tax payments current. I was told by the first customer service rep at the bank that it was no problem to eliminate the escrow account, and it should be taken care of within a week. After hearing nothing for ( 3 ) weeks, I called back in and the second rep indicated that the bank has a policy against allowing me to manage my own escrow account. I asked what the appeals process is or waiver process, and was told no appeals or waivers. Since the VA doesn't require the lender to have an escrow account for taxes and insurance, this to me is the financial institution making money off of the use of my money and not even an efficient use of my money. I have to pay an additional amount of money ( 1.65 % ) because they pay my property tax in two installments, where I would pay the full amount when due if I was managing my account. Their short sighted internal policy is costing me money and I want it to end. I haven't needed their " assistance '' to manage my escrow accounts from the start, just finally got around to fixing their issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21157
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03102
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: When Credit grantors decide to close your account because you dont owe them anything, you havent used the account In quite some time, you were never late, they close it and closed accounts negatively affect your credit. When you lose a debit, or credit Card the banks close that account so your credit report shows closed accounts which is negative, they will send you a new card but closing that account is harsh on your credit When you no longer owe on a. Who le and they close your account, thats negative. I had a car, it was totaled, I had gal insurance which paid the credit union to satisfy the loan, so loan was satisfied 100 %, never a pete payment, they closed the account which has negative impact on credit Closed accounts severely damage your credit score AND they diminish your credit history even though you were perfect!! Paid on time always never late so we are punished for paying off our debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32504
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX XXXX sold our loan to BB & T effective XX/XX/XXXX. Our regular payment amount was XXXX and we always pay {$700.00} XXXX XXXX XXXX voucher had a place to designate the additional payment to principal. BB & T does not have a place on the voucher to designate addt'l payment so we just write it on the voucher. They apply this amount to interest. In XXXX they did not receive our payment ck # XXXX, I was alerted by a collection call, so I wrote another check # XXXX XX/XX/XXXX for {$700.00}. They received it and applied it as {$400.00}, so I received another collection call. I had my bank research it and they told me it had been made for {$700.00} and they credited my statement for {$400.00} and charged me {$700.00}. I told XXXX at BB & T XXXX and sent her a copy of my statement. Then I asked her if she had received ck # XXXX dated XX/XX/XXXX for {$700.00} she said I needed to send her a copy of it front and back so I did. We have also written ck # XXXX XX/XX/XXXX for {$700.00} which has not cleared yet. Since they have not received the correction for ck # XXXX dtd XX/XX/XXXX I made a phone payment of {$210.00} on XX/XX/XXXX. I have been told by XXXX XXXX XXXX if you make your payment by check with a voucher you can not designate the additional payment to principal, only over the phone or online. When they receive the correction for {$300.00} I believe they are going to apply this to interest and I do not have any way to stop them from doing this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 977XX
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently applied to refinance my home mortgage in XXXX of XXXX. After waiting about a month for Sun Trust to contact me, I re-contacted them and explained that I was interested in refinancing 2 loans on my primary residence - XXXX XXXX XXXX. Both are with Suntrust, and I have done business with Suntrust for over 15 years. Both mortgages are at approximately 6 %. I explained my situation to Suntrusts loan agent, XXXX XXXX. My oldest daughter is a rising senior, and if possible, I wanted to add a XXXX, XXXX home equity. That was not essential - the main thing was to refinance my 2 loans that Suntrust already held at a lower interest rate, as promised in multiple mailers I had received from Suntrust Mortgage. Instead, I was told I had to add a {$95000.00} loan associated with a rental property of mine. I also had to immediately complete my XXXX taxes by XX/XX/XXXX, ( this was in early XXXX ) even though the Federal deadline wasn't until XX/XX/XXXX. I was also contacted by the underwriter, XXXX XXXX, and provided all documents he requested as well. I was charged approximately {$490.00} in fees and almost immediately after my bank account was debited, I received a mail notice from Suntrust that I had been denied my refinance. I attempted to contact the phone number on the rejection notice and was placed in XXXX XXXX ' voicemail. My call was never returned. I feel that this was a complete bait and switch. I am a veteran and have paid both mortgages every month for the entire life of the loans. To withhold a refinance for a longtime loyal customer like myself is not just poor business, it is morally corrupt. I would like my fees returned - my home was never appraised, and my understanding that was a large portion of the fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27604
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A