Date Received: 2020-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received my XXXX 2020 monthly mortgage statement from Suntrust and noticed 2 separate charges on my account : XX/XX/XXXX - FAX FEE - {$15.00} XX/XX/XXXX - FAX FEE - {$15.00} I called the customer service line to inquire about what these charges were for and was told that they were for faxing a payoff to someone who requested it. I am refinancing my mortgage, so I would expect that a payoff would be requested. But there is no way to justify a {$15.00} charge to send a simple fax. I can see charging a small fee, but {$15.00} each time someone calls is just exorbitant. In addition to that, when I asked the gentleman on the line why they would allow someone else to request something on my account that would result in a charge that I have to pay, his response was that if they have my name and address, it is Suntrust 's policy to give them whatever information they want whether or not it will result in a charge. I asked him to make a note on my account stating that they need to call me before they perform services for someone else that they will charge me for, he told me that the requester would need to call me, Suntrust would not make that call to me. So they are not even willing to give me the option of approving or denying someone else having access to place charges on my account. Seems like a simple courtesy to me - if you're going to charge me {$15.00} for a fax that someone else requests, you can't call to inform me of that and make sure that I approve? Instead, it sounds to me like the gentleman on the line is saying that it is Suntrust 's policy to let anyone request any information about my account that they want ( as long as they know my name and address ) and they'll just place a charge on my account for that request. How can that be okay?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28115
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hi my name is XXXX XXXX and I have two accounts with BB & T. I have a personal checking account and a joint account with my wife. About three weeks ago, I tried to log on my mobile banking app and it wasnt letting me to log on. It said access blocked. So I called the number they put on there which is attached with the files. The lady I spoke with on that Friday said that there was an ACH fraudulent activity on my personal account, that wasnt supposed to be paid to me and was paid to me and withdrawn from my account and thats why my account is blocked. So I told her that I dont remember any transaction like that on my account. Can I see my statement please? She was like no, BB & T have terminated our relationship and the account is under investigation and I dont have access to my personal account nor the joint account. If I want my statement, I have to go to the branch to get it. So after I got off the phone with the lady, I remembered that someone had broken into my car a couple of weeks before this problem. So I contacted the police officer that gave me a case number that night and she requested for a statement to make an investigation and I told her that I will go to the bank and get it for her. So the following Monday, I went to the bank. They all acted very confused. they told me they cant give me my statement as well, I need to call customer service to get my statements and I was like I was told to go to the bank to get my statements. So they kept playing me back and forth. I understand if they have to do their investigation but I need access to my funds not only my funds is frozen but my wife funds too. Theres no one to contact or call at the co operate making the investigation, according to who I spoke with on the phone. theres no information on when I can get access to my funds. All they keep saying is that they dont know. This is not fair at all, especially with this pandemic going on. Everyone is trying to manage every dollar they have and bills have to be paid. these people dont care about that. Someone please help me!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20783
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: Sun Trust back has out a account review on my account and has restricted access to my funds. They tell me they have no time frame for an update, this is not good as they are holding all of my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33431
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was looking for a XXXX loan and a guy named XXXX called me from a loan company named light stream loan, he said they work off a trust basis which meant he would deposit money into my account and I send it back on a XXXX card, he told me not to look into my bank information with XXXX because we both couldnt be on line at same time, he told me he deposited XXXX into my account any I was to send it back and I did, I asked when would I receive the XXXX he said it was a problem with my credit and he would have to deposit another deposit into my account and I was instructed to do the same thing and again he said he needed to make it appear that I had money in my account to his leading bank and he said he deposited XXXX and I sent it to him, he was extremely convincing that he was helping me build my credit and the XXXX would be in my account, I called the next day and he did not answer and said he was in hospital so I ask to speak with someone else he hung up and at first blocked my call. I then sent him a picture of my bank statement and asked if he was making claims on bills I already paid and having me send him the money he assured me that it was legal and he was looking out for me, but by this time I knew he was full of stink and we exchanged words and I shut down my account because he had all my information all of it he said he needed it to transfer money from my account to his banks ( lies ). I made police report and have all copies of his and my conversation where he is telling me how to put the money on XXXX cards and how much, I have all my bank statements from where he took out claims on my rent ect.. I know I was silly but he knew I was desperate I think and even told me he would black out my ss number! Dont know what that mean but he and light stream loan has hurt my family greatly can you please help me! I have all the paper work it was a fake loan I think I reported to consumer credit they told me to contact you guys am not sure if I am doing this correctly but I need help please!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: 73120
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX we started a mortgage re-finance with XXXX XXXX for a mortgage we had held since XX/XX/XXXX with BB & T. On XX/XX/XXXX we received a letter from BB & T telling us they had received a request for final payoff statement. On XX/XX/XXXX BB & T received subordination document for our HELOC loan, asking for their signature. Closing was expected on XX/XX/XXXX. BB & T did not sign the subordination document for 19 days - our closing was delayed to XX/XX/XXXX. Payoff was not received until XX/XX/XXXX. As a result of BB & T 's delay in signing the subordination document, we incurred a late charge on our XXXX mortgage payment AND we had to pay XXXX XXXX {$780.00} to hold our interest rate for the new 15 year mortgage. ' We learned about this charge at the closing, even though we were told there would not be any charges that day. We have tried to work with both banks but all they do is point fingers at each other and will not take responsibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: SunTrust Bank closed my bank account a year ago but would not return the {$2900.00} I had in there. They said they had to hold it for a year INCASE someone came back on the funds. It's been a year. Nobody came back on the funds so I'd like my money refunded to me! They are giving me a big run around! First they wanted me to go to a local branch. That was impossible! There are NO local branches in Ohio! The closest branch is in TN some 380 miles away. I can not drive that because I turned XXXX today and I am XXXX an can NOT drive that far! So they said send a notorized letter with my Driver 's license on the letter to any branch! I've done that! But then they said I had to have the the person who made the last deposit ask for it n they could give it to me! That too is impossible because I no longer associate with that person an have no idea how to find them! I am fed up with all these rediculus requests! I just want my money back!! It's been over a year now! This is a checking account 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: 45324
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: LightStream continues to call. On multiple occasions they have called while payment is in process or a payment has already been deferred. On every occasion the caller ID is marked potential spam and the caller requests for my SSN without verification. I have reached out to set up a pass phrase, attempted to verify through account number or request other means of verification. This method of contact exposes all customers to the risk of identity theft and better practices should be instituted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX, I filed this compliant : " Hi, On XX/XX/XXXX, Suntrust bank locked my personal checking account. On that same day, I went in to a branch to inquire about why my account was locked. They would not give me a reason other than Suntrust was choosing not to do business with me anymore, and that I would receive a refund check for the account balance within 7 to 10 business days. The account balance at the time of lock/closure was {$150000.00}. 10 business days came and went and I did not get a refund check. I called suntrust and was now being told that they intended to hold my money for an un-determined amount of time. They would not tell me why they are holding my money, or when they would release my money. I offered to give them any information they needed for the activity in my account, ( invoices for ach payments, transfers, etc ) they would not accept any of this information. I have periodically called suntrust every few months and each time I get the same info that my account refund is " on hold '' with no determined release date. To date, they have sent me no written communication explaining or acknowledging that they have held my money. The only information I have received from them is over telephone calls I have initiated. IT HAS BEEN 11 MONTHS!!!! and they still have not returned my money. At this point I feel as though they have stolen my money, and I am considering hiring a lawyer to fight them. Please help! '' Today, I received a response from the company that I have attached to this complaint. They say that my checking account is currently involved in arbitration, and as a result they are unable to respond. ( please see attachment ) I have also attached the full arbitration filing for your review. You will see that it DOES NOT involve my checking account in any way, shape, or form. The arbitration filing is solely related to a Suntrust Credit card account. Secondly, even if my checking account was involved in arbitration with Suntrust, that does not prevent them from responding to my complaint. That is merely an excuse they are using to not have to answer for why they have held my money for 12 months now! Furthermore, that excuse is an outright, fraudulent lie as my checking account is not involved in the arbitration. Someone must hold them accountable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called Suntrust and asked why there was a {$15.00} fee on my account. They told me that it was because they faxed a payoff to someone but could not tell me who. This is ridiculous that they just provide my info to anyone that calls in, and can not even tell me who it was.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Suntrust to adjust my auto payment because my payment had decreased due to an insurance change. Instead of the change being made, a one-time payment was processed which means instead of paying XXXX this month for mortgage, I will pay XXXX. Suntrust would not help me fix this at all despite the fact that I called before the payment was released from my bank. In fact, they wouldn't let me speak to a manager, yelled at me, and told me to call my bank to deal with it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A