Date Received: 2020-07-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened four business checking accounts with suntrust bank on XXXX XXXX XXXX, in XXXX GA XXXX. About three weeks to a month later ( XX/XX/XXXX ), the bank froze my accounts placing them in a " no debit '' status ( I'm told so that there is no activity on them ), saying that there must not be any activity on them so that they can close them. I have been calling in every day since my accounts were placed in the no debit status to find out why that is so, and have been told " I don't know '', " You should have received a letter with an explanation '', " Wait for a letter to be sent out in up to 20 business days explaining everything ''. I even spoke with Supervisor, XXXX XXXX who told me he has no idea what is going on, and placed me on hold to ask someone for information. I later on in the day ( still on XX/XX/XXXX ) spoke with XXXX XXXX ; who told me on XX/XX/XXXX, my accounts will be closed and a check would be mailed IF they owe my any money ( I have a total of XXXX between my four accounts with them ). I told mr. XXXX, I have bills that were to be paid with those accounts and that those bills needed to be paid in a timely manner. mr. XXXX stated that is the information he has for me as though he could care less and just wanted me off of the phone. I asked why it would take so long, and was told by mr. XXXX " I don't know, that is the date they will close, and if there is money owed to you, we will mail a check ''. I asked to speak with XXXX XXXX manager and was told there was no one else I could speak with, I then requested the phone number for the corporate office and was given the corporate office mailing address. On XX/XX/XXXX I realized I have two accounts that have not had any activity since before XX/XX/XXXX ( One having no activity since XX/XX/XXXX, and the other since XX/XX/XXXX ). When I called in on XX/XX/XXXX, XXXX answered, which was one of the reps I spoke with on XX/XX/XXXX, I asked why those accounts have not already started the closing process so that I may receive my money earlier, and was told by XXXX after she reached out to the department closing my accounts, " Sometimes Suntrust takes a little longer to get things done with no rhyme or reasoning, but I have been told those accounts will also be closed on XX/XX/XXXX '', I then asked to speak to a supervisor, and was connected with XXXX XXXX after being hung up on, and called back by XXXX XXXX who stated " Hey Mrs. XXXX, our called got disconnected, not sure how that happened, but i wanted to inform you of the same thing i informed you of yesterday, your accounts will be closed on XX/XX/XXXX and after that time any money owed you will be mailed in a check ''. I asked XXXX XXXX why are the accounts that had no activity on them since the end on XXXX, and beginning of XXXX being closed out so long after having no activity when I was told the accounts only needed to not have activity for 5 business days to be closed out. XXXX XXXX stated " your accounts will closed on XX/XX/XXXX, and any money owed to you will be mailed in the form of a check after that '', I then asked XXXX XXXX to speak with his manager, and was told " NO! '' " i've told you all the information, and gave you the address for the president so that you can write a letter, you are not going to speak to my manager '', I asked to speak with his manager again, and was told by XXXX XXXX " It's not gon na happen! ". I then hung up the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: This complaint involves banking company known as BB & T owned by Truist, my family as in both my grandmother with an account for 20 plus years and my brother for 6 years have had great experiences as well as pronlems resolved quickly when issues arose they recommend the bank to me when I was looking to open a new personal checking and business checking. The XXXX XXXX perosnal cheking was opened and funded with opening deposit XXXX, XXXX 2020. Following days later I opened XXXX XXXX XXXX account and funded with deposit XX/XX/2020. After receiving new debit card for personal account I had begun transferring all utilities and bills to he setup as autopay/bill pay from XXXX XXXX XXXX to bb & t, as that was the bank I was leaving as here in West Virginia I do not have a XXXX XXXX XXXX branch and was very inconvenient as times. So far everything was going very smooth and fast with the new accounts like receiving my personal debit card within days, after opening these new accounts I had also seen some tremendous news that the SBA had reopend the EIDL ADVANVE AND LOAN program and i had missed my opportunity the first time around before they shut it down to all applications besides agriculture, since reopened i had quickly i applied hoping to receive help this time and I did very quicky I first had to advance deposited as fast as 2 days afterwards and my loan by the end of the same week! I was very thrilled to finally have a little hope after everything this pandemic has caused to my personal life and my business taking a major impact that may even be difficult to recover depending on the economy. The only thing I jad going on when I opned the accounts was I was in the process of moving to a new home so I was ahle to receive my perosnal debit card at my old address but by the time the business debit card had been sent I had already moved and the post office returned to sender as the cant forward cards/pins or important documents, at the time I hadn't taken quite as quick action as I should have as I was very busy moving new furniture as well as tons of other things and it was easy for me to just transfer any money I may have needed from my business account for expenses for the time being to my personal and use my personal debit card to gain access until I had the time to go into a branch and change my address and get my actual business debit card from them, this was working out fantastic for 3 weeks or so where I had zero issues whatsoever, sometime last week not sure of exact date I suddenly had no access to my mobile app sayinf username and password was incorrect, I've had such issues when there's site maintenance before so I gave it a day until I realized my debit card was too locked thats when I made the phone call and discovered for some reason thats still unknown my accounts had been abruptly closed for " fraud suspicions '' and no further explanation whatsoever when there was infact no fraud it is still a new account whuch both of then had only had my funding deposits as well as the deposits from the sba for the advance and loan, besides that I understand banks can close at anytime for any reason without much explanation, the problem is not a single representative or department will provide the information about my funds which were everything I had to my name as I do not carry cash, and with my grant and loan funds setting locked up in a closed account I expected information on when the balance would either be refunded in a check via mail or if I could go to a branch and pick it up, however everytime I ask the question I am being transferred around with zero help at all and I urgently need a resolution as I would have never even applied for eidl had I not seriously needed financial help and after finally having a break 3 weeks later and that quickly disappeared as i no longer have access to the money thats clearly legitimate and mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 263XX
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX XXXX, Transfer my mortgage to a next company and for some reason they reporting on my credit report as delinquency and late payment which is incorrect I was never late
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: In XX/XX/2020 I was alerted by SunTrust Bank of a suspicious charge to my credit card in the amount of {$120.00} at XXXX. I did not get gas there and it appears my card was skimmed at my local XXXX gas station in XXXX, Florida. I called the Suntrust customer service center which answered in the XXXX. I have spent 6 months on this case. My claim was denied several times until I sent an e mail to the CEO of Suntrust bank. Finally his assistant XXXX XXXX, ( XXXX ) XXXX advised me today that I will be getting a partial credit in the amount of {$89.00} but NOT the entire amount. I never charged {$35.00} at XXXX or any amount there. I have worked with my local SunTrust Bank with a woman named XXXX ( XXXX ) XXXX who has tried to help me with the incompetent Suntrust fraud department for 6 months. Suntrust credited me {$89.00} on XX/XX/2020 and then revoked that amount on XX/XX/2020 after their investigation. About 2 weeks ago I was told by XXXX XXXX ( XXXX ) XXXX that my claim was denied. It wasnt until I emailed the CEO of Suntrust Mr XXXX that I got some help Yet, they are only giving me a partial credit. They were the ones who initially advised me about the suspicious charge to me credit card. Yet they wont give me the full amount. I am a senior citizen and this has been very stressful for what should have been a simple matter. The fraud department of Suntrust has been very incompetent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020, I deposited my paycheck into my personal checking account with SunTrust Bank XXXX XXXX XXXX in XXXX, XXXX On the same, my check cleared my firm 's operating account upon which my paycheck had been written. On the same day, SunTrust put a hold on that deposit and withdrew the money out my checking account. I have been informed that SunTrust is holding my funds for eight ( 8 ) days while SunTrust has the money. I have not been provided with an explanation as to this action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31405
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In XX/XX/XXXX I received a call from my title company that a check had been returned from my business account. I immediately called my branch who I have multiple accounts ( business & personal ) and personal relationships with and was told that " there was nothing they could do at their level '' and I needed to call the Fraud Department. I ask them why I need to call fraud and they say the same scripted thing " There is nothing I can do at this level ''. I logged in to my account immediately after this and come to find out I am not able to view my accounts online because they all say " not available ''. I called and waited on hold for the fraud department who tells me that they have decided to close my accounts and end their relationship with me. Now I am just confused and they keep telling me their same script over and over again " this is all the information we have ''. No one will help me and even the people at the bank that I have trusted and respected at my branch for years wont help me or give me access to my funds. How can you do this to your customers? A small business? Not even notify them in any way? Not give me any answers at all? If it is fraud wouldn't they want to verify charges with me or are they saying I am doing something fraudulent? I have never done anything fraudulent in my life. They have talked down to me on every single call and patronized me and just keep repeating the same scripts over and over again. I have no access to my money or my accounts. I have been to the branch and been ignored at the drive through and they will not answer my calls inside the branch no matter what line I call. I am a brand new small business that just opened down the street from my branch in the midst of a Pandemic and then gets single handedly shut down by Suntrust. I have been told every single time that I call that a letter will be sent but it hasn't and I have been told that my funds will be mailed to me but they haven't. 3 months later & no resolution. Now they want me to get a hold harmless agreement from 14 randomly chosen transactions that some of which are cash and everyone know that this is not humanly possible. They will not release my funds until this is done from what I understand and I do not under stand how this is legal or right? I can not get anyone to help me and I call every day now. The deposits that were made were obviously the same rent deposits that are always made every month and they have somehow decided that now they are a problem. I can not get any resolution and no one at my branch will answer my calls. I dont know what else to do other than to report them for grossly mishandling my funds and causing me serious financial hardship. I get blank statements from them every month showing where they took my money from my accounts. They are zeroed out and I am too.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37138
Submitted Via: Web
Date Sent: 2020-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Investigation is taking longer than 30 days. Sent letters to XXXX, XXXX & XXXX XX/XX/2020 about inaccurate information on my credit report. BB & T {$740.00} XXXX XXXX XXXX XXXX {$2000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33614
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: They havent giving me my money I donated to XXXX XXXX hes a XXXX and XXXX giving organization. I gave a XXXX of my stimulus check and he has others give to me. They did. I dont know why or where the money came from I have his number XXXX XXXX XXXX XXXX XXXX but they did
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: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Summary : SunTrust, now Truist, stole {$80000.00} from my Georgia attorney escrow ( IOLTA ) account by improperly and illegally exercising a levy against an individual whose funds were no longer in my IOLTA. They stole other people 's money. Because this shorted my account by {$80000.00}, under GA Bar rules I had to place personal funds into my IOLTA to cover the shortage until the matter is resolved. This theft occurred XX/XX/2020 and is ongoing with no resolution from SunTrust despite repeated attempts. As outlined below, SunTrust 's current argument is that they want a court order to release the funds - one doesn't need a court to tell you it's wrong to steal money and that it should be returned. Relevant Dates : I've redacted personal information here, but I have the email correspondence to corroborate this information and I'd be happy to provide it securely to CFPB. 1. In XX/XX/2020 my firm conducted a transaction wherein a buyer wired {$80000.00} into my escrow account. The buyer used these funds and purchased a property the same day. 1. XX/XX/2020 I received an email from my reconciliation company indicating that an exception item in the form of a debit in the amount of {$80000.00} was flagged by Positive Pay. I instructed my reconciliation company to deny the item as fraudulent, which they did. 2. XX/XX/2020 I received a call from my reconcilition company informing me that Suntrust overrode the denial and processed the {$80000.00} debit. I spoke to Suntrust who told me [ it ] was researching the matter and that [ it ] couldn't provide me any additional information. The matter was allegedly bumped up to SunTrust 's legal team. 3. I followed up for a week for additional information. On XX/XX/2020 Suntrust informed me that : " Here is the information I have been provided. We received a court order and acted on it as permitted in the deposit contract. This is on the wire received for {$80000.00}. Any further questions, please contact Detective _________ with the ________ Police Department. His phone number is _____________ and give him this case # ___________. The ___________ Police Department should be able to answer any of questions on why the order was issued. '' 4. On XX/XX/XXXX I contacted Detective __________ and provided him all information related to our closing file. According to Detective ____________, the hold was requested pending an investigation into money laundering by the individual that purchased property in XXXX. He reviewed our file over the weekend and on XX/XX/XXXX he agreed to release the hold and instruct Suntrust to do the same. 5. I followed up with SunTrust multiple times and on XX/XX/2020 SunTrust informed me someone should be getting in touch with me regarding the matter. 6. On XX/XX/XXXX I spoke with _______________ of SunTrust. He indicated he was waiting on the law enforcement to tell them to release the hold. I spoke with Detective XXXX after this call who indicated he told Suntrust to release the funds, but that Suntrust was insisting on a court order ( although to my understanding no court order exists requiring the to levy the funds in the first place. I have since left voicemails with Suntrust but I am receiving no response. Again, I closed a legitimate real estate transaction in XXXX. A buyer wired funds into my account and bought property with that money. Three months later SunTrust, with no notice, allegedly acting on a court order, steals {$80000.00} of other clients money from my IOLTA account. Because this created a short in my escrow account, I have personally put up the funds to cover the deficiency. I cant get any help from Suntrust. Suntrust has refused to provide me the deposit account agreement pursuant to which they were entitled to seize monies belonging to others, or a copy of the levy. I should receive interest on the personal funds that have been tied up since I had to cover the shortage created by SunTrust. If this matter isn't resolved expeditiously my only option will be to sue SunTrust for theft, and attorneys fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hi all my account is settlement of pay off. but 2 of them still showing I have late payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A