Date Received: 2020-08-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I received an SBA loan ( disaster relief loan ) of XXXX $ deposited in my Suntrust account. The next day my account was closed by Suntrust and I had no notification as to why?? Its been two plus months of me calling, put on hours long hold time, speaking to several supervisors and still no letter of verification as to why my Suntrust account was closed and no check with my balance that I had in my account, a total of {$9300.00}. After two plus months of trying to get the letter explaining why my account was closed, at the very least, so I am able file a complaint with the proper bureaus with some type of proof is still unavailable to me and I have received nothing except a email on Saturday, XX/XX/XXXX at XXXX XXXX stating my account was closed and I can look up the document but when I attempted to I was still unable to. It is now XX/XX/XXXX and I am filing a complaint to protect my consumer rights that Suntrust is violating and the crime of them taking my money from me and not distributing it back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33021
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I had enough funds in my account to XXXX and to pay for another item and then apparently the bank removed the debit and allowed funds to be available and charged my card for the same things again when the funds were not available instead of returning the items or declining the charge and charged my account XXXX dollars in overdraft fees. I was told this would not happen unless these were reoccurring fees on my account which they are not. Once a charge is made on a debit card it should be paid and the funds should be removed from your account. They are playing games with funds to charge nsf fees.
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: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Mortgage has not dropped my PMI eventhough I believe my loan to value ratio is 80 % due to an innaccurate appraisal or value assessment that could be affecting my home equity as well. Both, I believe, are based on an assessed value from XXXX that I believe never was based on a real appraisal. I purchase XXXX and was approved for an over-inflated loan which did not take full amount on which is what saved me during the market crash because I knew my budget. The address is XXXX XXXX XXXX ; XXXX, FL. The appraisal value the bank is basing it on is {$99000.00} in XXXX but the bank does not have a copy of the appraisal they could provide me. XXXX was when I refinanced to get a better rate and I do not remember a new appraisal nor do I believe the market value was that low in XXXX ( it seems this is the property tax assessment value for XXXX perhaps ). In XXXX I formally requested a PMI review because market is well to see if I could drop my PMI as I had done the math to believe I was near 80 % Loan to Value ratio. They did a review and declined to drop PMI without mentioning this assessed value was so low. Mind you this same bank backed/accepted the purchase price of about {$160000.00} XXXX and a refinance of {$140000.00} in XXXX. Yes, the housing marking crashed in XXXX but it seems to have recovered and then some as a house or two in my direct neighborhood with only 2 bedrooms one bath and a small lot have been selling for well enough over what they claim my house is worth today ( mine is a 4bedroom, 2bath ). So I decided to wait until Spring because based on my math PMI would automatically drop by then. Now today I find out that the XXXX PMI review was not a new process of review at all. My equity is likely hurt by this inaccurate assessment as well which matters because its my money and I already probably need to borrow to repair my roof ( I was unapproved for equity loans couple times elsewhere, that would cost $ XXXX had it the roof estimated in XXXX ). I want to know that there is a real appraisal from XXXX and why they did not mention they had a low old appraisal they were basing it off of. My payment history seems great and websites list the market value around XXXX and I want the company to review again and apologize if they do not do a thorough review in XXXX. COVID hit our finances too and I really could use the extra {$110.00} every month otherwise I will go into forbearance as my next solution for the mortgage for 3 months or close to {$3000.00} just to help with our daily financial needs. It seems they have backed me in a wall and not maintained accurate value. I think dropping the PMI benefits bank and myself the most. I am submitting a new formal request to review but feel you should look into this as many people 's assets are likely under-valued making difficult to receive loans or drop PMI on decent and credible payment history. If I held through the bubble-burst and a decade since I think they can trust me to pay every month plus I have Auto-pay. I pay mortgage before I would buy groceries so this seems unjust and if they sold I would bet the broker 's at Suntrust would re-assess the value accurately. I can't even figure out how my PMI benefits them unless they are also my insurance lender. I had an offer on the house already last year and I said my starting price was {$150000.00} in XXXX. It is important that people be able to borrow on our equity because the the equity is an asset they already own but is locked-up in the real-estate only until sale which is the same as stock more or less yet my stock is clearly readable as to the daily market value and not based on XXXX data. This company is witholding part of my asset and I fear my equity is negatively affected as well. Current Principal Balance {$120000.00} Original Loan Amount {$140000.00} Loan Origination Date XX/XX/XXXX Loan Type Conventional
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32825
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage with Suntrust Bank. They were supposed to sent me the remaining Escrow amount of {$14000.00} via regular US postal mail. They told me that the check was sent in the email on XX/XX/2020, but no check was received by me. I requested to stop payment and reissue the check but they refused to do it before 30-day after the first mailing of the check. They didn't even want to put a stop payment to avoid possible fraud. They insist on sending the replacement check by same method i.e. regular US postal mail and can't guarantee the delivery or any fraudulent use of the mailed check. They refused to direct deposit it in an account with Suntrust from which they were taking mortgage payments automatically and the payoff funds were wired to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I received a deposited check into my checking account for the amount of {$14000.00}. This deposit was made by a known friend of mine and cleared the bank. On XX/XX/XXXX, my account showed the new deposit was available. Beginning XX/XX/XXXX, I began using a portion of the deposited funds to make purchases and payments. On XX/XX/XXXX I noticed that my debit card for the account was no longer working. I tried to access my account online and was not able to log in. I first got in touch with a customer service representative at SunTrust Bank " Now Truist '' on XX/XX/XXXX. They informed me that all 3 of my personal checking accounts were frozen and being investigated by their prevention & loss fraud team. As of that date, I was told that they would be looking into the matter for 5 business days and would determine after this point if they were closing the accounts. They informed me that the investigation could last 5 business days, the closing of the accounts would be 10 business days and that I would ultimately receive my funds, if they owed me any, at 7 to 10 business days after the first two processes were complete. It has been 17 days since this began and I have still not been given a specific reason as to why this is happening. I have spoken with countless customer service representatives at SunTrust Bank and they all tell me that it is being investigated by their internal fraud department. I have also spoken with the Branch Manager, XXXX XXXX, at the XXXX, GA location. ( XXXX XXXX XXXX XXXX, XXXX GA XXXX ) She has attempted to escalate this up with no solution. I have been a customer of Suntrust myself for almost 10 years and one of the accounts has been in our family since XXXX. I understand that they say this is their policy and can freeze accounts without warning, but I have yet to see any letter informing me of this. I have been given no answers specifically to what caused the freeze. I can only assume it is the check that was deposited on XX/XX/XXXX. I have also had the endorser of the check and their bank confirm that it cleared. I have searched online and this seems to be common practice from SunTrust Bank and it is an unfair practice to not give any information to the customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I submitted extension request for payment to my auto loan as SunTrust offered relief due to the COVID-19 pandemic on XX/XX/XXXX of this year. I received a confirmation email, still they kept charging me installment in the amount of {$670.00} in the month of XXXX, XXXX and XXXX. I tried to contact their customer service after a lot of struggle in the month of XXXX. They were rude on the call. After a lot of explanation, they said a manager will call me within a day, but nobody called me till date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30067
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened an account with Suntrust ( Truist ) on XX/XX/2020. The account was funded with an initial {$100.00} ( also XX/XX/2020 ) and I subsequently had two deposits from the SBA for the EIDL grant {$10000.00} ( XXXX XXXX ) and deposit of {$25000.00} for the loan. On XX/XX/2020, I was contacted and asked to provide a EIN letter of verification. I submitted it and was informed my account was approved. On XXXX XXXX when I logged in to the online account, I noticed there was no checking account listed. I called and was informed my account was being closed. I asked why, she said because no deposits had been made which is odd because I had two. She also confirmed that it would take 10-15 business days and they would send the check by mail. During my wait, I received an email invite to complete a survey and I did. I had been extremely disappointed with my experience with the bank and I voiced that in the survey. A representative from the company, XXXX XXXX contacted me on XX/XX/XXXX and told me that the reason I had received my check was because the fraud department put a hold on my account and I needed to send in notarized proof of business. I submitted that XX/XX/2020 at XXXX XXXX CST. XXXX acknowledged my email XX/XX/2020 XXXX XXXX CST. It is XX/XX/2020 and I have yet to receive a check. I called in at XXXX XXXX CST and was informed by representative that they were still " closing the account ''.
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: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a mortgage with Suntrust Mortgage. In XXXX my payment went up {$1000.00} and i called them and was not late on payments or anything just {$1000.00} more was way to much for me to afford advised that is to much that i can not pay XXXX more so they did a Morgt modification. and advised that starting XXXX i would need to pay {$1900.00} for three months then it would stay at the amount. I payed every month on time even XXXX the same amount. Unfortunately, on XX/XX/XXXX I got into a bad accident and my car was totaled. I started to look for a car and went through a dealer and applied for financing. The guy calls me and said my credit is low and why i have not paid my mortgage since XXXX. He told me without me telling him anything about modification and i ask where did he see that and said its on my credit and why my credit is so low. I told him that I never was late since XXXX and that they are doing a modification but never was i told it would affect my credit. He told me i needed a letter or something because that is bad. I pulled my own credit and indeed it said i was delinquent {$15000.00} even though i was doing modification and been paid on time ever since. I called Suntrust and i got the run around and mortgage department said my credit should have not been affected because i have a forbearance. I told them it does not show anything of forbearance and clearly says i am delinquent since XXXX in the amount of {$15000.00}. I kept getting the run around without being helped nor was getting a letter. They went to supervisor and same run around was given. They then transferred me to Suntrust Credit department in suntrust and that was a waste of time. They said they could not do anything even though i was not told credit was going to be affected nor they wanted to help me. Very disappointed because in a time of everything with the Coronavirus and in addition getting into a major accident they could not help me and pretty much hung up on me to get me off the phone because did not want to help me. Now I need to get a car because my car is now totaled and because of the Mortg reporting that it is delinquent since XX/XX/2020 in the amount of {$15000.00} even though I have adhered to everything they said and never was late with the payments as said in credit report i can get a car. I'm so disappointed and with coronavirus issues, this accident i am very distraught and please need your help to clear my credit to not reflect late since XXXX when i really was not. Please help, really need your help. Thank you in advance for all your help. Stay safe. Regards, XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I just pulled my credit report, it has several unknown accounts and companies I have never done business with such as XXXX /XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX shows different balances on 2 different credit reports I HAVE ATTACHED ALL 3 REPORTS WITH VARIOUS INFORMATION AND POLICE REPORT NUMBER FROM XXXX NC POLICE DEPT XXXX YOU CAN CONTACT THEM I HAVEN'T BEEN GIVEN A PHYSICAL REPORT YET HOWEVER I WILL SUBMIT IT ASAP THIS HAS TO BE REMOVED FROM MY REPORT I CANT FIND PROPER HOUSING
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-08
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: An auto loan was sought out by XXXX XXXX XXXX XXXX XXXX for a company car. During this process it was made unclear, XXXX XXXX was being added to the loan as a person guarantee. Communications during the loan process did not lend to the fact an individual would be tied to the company loan. This was inaccurate and misleading.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2020-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A