Date Received: 2020-07-10
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I've recently got divorced and in our divorce agreement my ex-husband was responsible for our credit card that he maxed out when he left. I have repeatedly told the Suntrust collection that he is responsible and gave them his number I can see on my credit where he has been paying it on time every month up till this XXXX and now the collection calls me 4-8 times a day after I have explain the situation gave them his number and have told them do not call me again over this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened up a suntrust account on XX/XX/XXXX online and was granted a checking and savings account. Then on the following day when I tried to access my account through the suntrust mobile app I was denied access to my account. I soon contacted customer service to find out the problem and was told that my account was closed and that they couldnt give me a reason why.
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: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-09
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Lightstream offers a .05 % interest reduction if you sign up for auto payments, which is fine in itself. However, I attempted to make my auto payment early and was informed by the Lightstream representative that it is not an option to pay the regular payment early. I was informed that my two choices are to either allow the auto payment to process on the regular date, or cancel auto pay all together and lose the .05 % interest rate reduction. I view this as an unfair and deceptive practice because I am being forced to pay the full interest on each payment because it is not allowed to process earlier than the scheduled date each month without losing the .05 % interest rate reduction. For example, if I were allowed to pay my auto payment that is due to run on XX/XX/XXXX today, XX/XX/XXXX, I would avoid paying 18 days of additional interest on my {$820.00} monthly payment amount. It was not in my contract that I would be 'penalized for making payments early ', however that is the case due to the penalty on both options given.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46239
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account with Suntrust and transferred {$3000.00} from my XXXX account om XX/XX/2020 shortly after Suntrust sent me a letter saying the account was closed for fraud. I was never contacted by Suntrust directly to ask. Suntrust did not send back my {$3000.00} I have called twice and both reps have told me suntrust is holding my money and will not say why or let me talk to an agent who can explain. I need my {$3000.00} from suntrust ASAP, as well as compensation for lost interest ( 4 % apr on XXXX for length of time money was held, currently 60days x .XXXX XXXX a day = {$26.00} dollars ) and the opening bonus that i would have been eligible for of {$400.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have contacted the bureaus and creditor about this account and provided them details on how it's being reported inaccurately, but nothing has changed since then.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In nine transactions from XX/XX/XXXX to XX/XX/2019, an unknown person made what SunTrust describes as a " check card purchase '' for either {$1300.00} or {$920.00} at locations in XXXX, XXXX, or XXXX. The total value of the unauthorized check card purchases was {$11000.00}. SunTrust returned {$8300.00} on XX/XX/XXXX, reversed the credit on XX/XX/XXXX causing the checking account to be overdrawn, and than transferred the negative balance without authorization to a credit card that we did not know existed. SunTrust refused to close the checking account, leading to subsequent overdraft fees of {$150.00}. SunTrust did not provide requested information to law enforcement to assist with an investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: " I want you to call me not email me about this situation '' Am just gon na copied what I Emailed sent to the Ombudsman Office at the Federal Reserve. Dear, Ombudsman office at the The Federal Reserve System Hello, My name is XXXX XXXX. I want to know how to : " File a Complaint against a Bank aka BB & T to the Federal Reserve Board and to the Office of the Controller of the Currency and the United States Treasury. '' XXXX XXXX send two Prisommary Notes XXXX XXXX Dollar Each as Registered Securities to BB & T XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, North Carolina XXXX. USPS XXXX That BB & T was supposed to Trade it to later Deposited as Credit to my XXXX XXXX Brokerage Account with BB & T. Mr , XXXX XXXX and myself XXXX XXXX talk to the Trading Office Number at BB & T in North Carolina XXXX this Week this Tuesday XX/XX/2020 and Wednesday XX/XX/2020. On Tuesday XX/XX/2020 they acted like the Notes that XXXX XXXX Mailed that they were lost and now today XX/XX/2020 their stating one of the reps that they received the notes at the Operations Building at BB & T they rejected the Promissory Notes and their gon na mailed it back to XXXX XXXX mailing address. We know that BB & T Bank copied the information of the 2 Promissory Notes valued at XXXX Each Totalling to XXXX XXXX Dollars Each and Stole the money off those notes. And am doing my Part XXXX XXXX and want to Proper File a Complaint against Branch Banking & Trust Company aka Truist Financial Corporation to the Proper Banking Regulatory Enforcement Agencies of the United States. You can contact me by my Cell XXXX or Emailed me again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/XXXX, I opened a business checking account with Suntrust Bank online. This is a XXXX XXXX XXXX. I submitted all documentation as requested online and was advised electronically to " check on the status in 2-3 days. '' I logged back into my account a few days later and received notice that the " account had been successfully opened. '' Mind you, this was by me checking on my own. Throughout this entire process, I never received a phone call or email from the company. Thinking that my account had been successfully opened, I attempted to set up an online checking account. I immediately received notice on XX/XX/XXXX that the online account is in a " Pending Closed '' status. Confused, I called my local branch. A representative advised me that " pending closed '' typically means that my initial deposit had not cleared. I was about to go into a local office, but this was made difficult to the Covid-19 Pandemic. On XX/XX/XXXX, I received correspondence from the " fraud department '' that my account had been closed without explanation. Infuriated, I called the toll-free number listed and spoke to a representative. After being placed on hold she reiterated what was stated in the letter with no additional explanation. I then asked to speak to a supervisor and was denied the opportunity. Suntrust does not realize : My grandmother had an account My father currently has an account I had a previous car loan with BB & T ( paid in full ) Current credit card with BB & T Never in my life have I experienced such horrible customer service and the cold shoulder. I will try to move all of my business as quickly as possible and advise everyone I know to refuse business with either Suntrust or BB & T. This level of incompetence is ridiculous in the middle of a Pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have contacted the bureaus and creditor about this account and provided them details on how it's being reported inaccurately, but nothing has changed since then.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Consumer Financial Protection Bureau, Please allow this statement to serve as a factual recollection of the events and circumstances that transpired in or around XX/XX/XXXX and involved a demand deposit account ( DDA ) that I had with BB & T Bank ( Now called Truist Bank by Merger and Acquisition with Suntrust Bank ) - opened in or around XX/XX/XXXX. This checking account was the principal transaction account that I used to receive direct deposits from my W-2 employer, XXXX XXXX XXXX XXXX XXXX, and to receive deposits and conduct withdrawals for both personal expenses and expenses associated with my side-gig, an XXXX XXXX. Up until the events that lead to the involuntary account closure of my account by BB & T, I did not have any issues or concerns with the services or products they provided to me as a customer. In or around late XX/XX/XXXX, I applied for the Small Business Administration 's Economic Injury Advance after Congress replenished funding, so that the SBA may consider and process applicants from industries other than Agricultural. As an XXXX XXXX who received compensation from private individuals and businesses for XXXX XXXX XXXX, I qualified to apply for this advance via the SBA 's COVID-19 portal. I applied for the advance and was notified via an alert from BB & T Bank on XX/XX/XXXX that a direct deposit in my name, XXXX XXXX XXXX, was received from the Small Business Administration 's Disaster Team ( SBAD ) for {$10000.00} dollars. This advance is authorized under legislation passed by Congress and signed by President Trump for contractors/small businesses experiencing financial hardship as a result of the COVID-19 Public Health Crisis. Like other similarly situated citizens, I have suffered financially from the COVID-19 crisis and the reduction in revenue due to Stay at Home orders and social distancing led to a significant decline in business and profit. As a result, I had fallen significantly behind on paying vendors for parts, making forbearance arrangements with creditors, and having to negotiate a partial payment plan with my landlord in order to ensure that once the eviction moratorium was lifted, I wouldn't be subject to eviction proceedings. I promptly sent {$800.00} to my roommate in ( 2 ) {$400.00} debit card transactions sent via XXXX XXXX 's " XXXX XXXX '' and {$2000.00} dollars via the same format to my landlord the morning of XX/XX/XXXX. Later that afternoon, once I had left my part-time W2 position at a local XXXX XXXX I decided to go to the local branch of BB & T in XXXX, Florida ( where I had also opened my account and where I have historically conducted my financial business ) to make a withdrawal of {$6000.00} dollars to pay my outstanding invoices with automotive parts vendors like XXXX and XXXX - as well as to pay some personal expenses and catch up on utility payments. My interaction with bank staff at the local branch was uneasy and I felt that the staff at the Teller station did not accord me with the respect one would expect as a customer. I had not yet gone home when I went to the local branch and so, I was dirty and so were my clothes. At the time I requested the {$6000.00} dollar withdrawal, the teller gave me a look as if there was no way the money I had an account was mine and she and the head teller proceeded to call the bank manager. Now, the bank manager was someone whom I have interacted with in the past and whom I thought had more than just a passing familiarity with me as we have spoken about other financial products in the past. Now, per Section 6 of the Deposit Account Agreement ( or Banking Services Agreement ), it states the following : We require prior notice for large cash withdrawals. We can refuse an order to withdraw funds in cash or to cash an item if we believe that the request is a security risk or possesses a hardship on the Bank. We may require you to accept an Official Check or electronic transfer to receive the funds. If we agree to a large cash withdrawal, you may be required to employ a courier service acceptable to us and at your risk and expense. If a large cash withdrawal is completed at a branch you will be required to sign a cash withdrawal agreement. Refusal to sign the agreement is grounds for us to revoke the cash withdrawal and require an alternate delivery for the funds. At no point did the branch require me to make a request in advance nor did the branch indicate to me that they would be unable or the had security concerns in processing my request ( assuming {$6000.00} dollars is a large cash withdrawal - the banking services agreement which is binding on both myself and BB & T does not provide a dollar amount or range that constitutes or otherwise could be defined as a large cash withdrawal ). At that point, the bank manager, XXXX XXXX, proceeded to interrogate me and asked me if I owned a business. I explained that, in addition to my part-time work as a W-2 employee for the XXXX XXXX, I was also an 1099 XXXX XXXX for various local businesses, providing XXXX XXXX XXXX on an as-needed, per-job basis. I explained that I applied for a Small Business Administration advance as the legislation passed by Congress funding the Economic Injury Advance due to COVID-19 specifically authorized individuals like myself, an XXXX XXXX to apply and participate in the Disaster Recovery Program. If that constitutes " XXXX XXXX XXXX XXXX '', then yes, perhaps that meets the definition. However, I have been told that a business account is unnecessary since the majority of my income is not considered consistent ( I have weeks and months of good and bad business ) and therefore, non-employee compensation as shown on a 1099 does not constitute business income within the usual and customary meaning of owning your own business. It was at this point that I believe branch staff and the branch manager discriminated against me by failing to fulfill the withdrawal request and it was there actions that caused the account to be restricted and quickly closed thereafter. I felt that I was discriminated against due to being a low-income accountholder. I was never able to transact in that account again, my payroll direct deposit posted the following day thankfully, but as of XX/XX/XXXX, I was informed that my account is officially closed to both credits and debits. BB & T failed to adhere to its obligations under Section 8 of the Banking Services Agreement titled " Right to Close Account '', in which it states : You or the Bank may close your account with or without cause at any time. We shall give you either oral or written ( includes electronic ) notice of our intention to close the account. If given in writing, the notice will be sent to your address or e-mail shown on our records. In the case of oral notice, you shall have five ( 5 ) days from the date of notice to close the account. In the case of written notice, you shall have seven ( 7 ) days from the date appearing on the notice to close the account. Upon notice, you must stop conducting transactions on your account. We shall not be liable for dishonoring any items initiated after the date of the notice. In the event that you have not closed your account, ****we will close the account and mail you a check for the remaining balance in the account after deducting any applicable fees and charges. *** Closing the account does not release you from the payment of accrued fees or liability for items in process. The Bank may in its discretion close your account without prior notice if the account has a XXXX or negative balance, or if we believe it necessary to protect the bank, its employees or others from risk, harm or loss. Any waiver by the Bank of its right to close an account for cause shall not be a waiver of our right at a later time to close your account for the same or similar reasons. We reserve the right to reject any deposit that is made to a closed account by returning the item or by crediting the item to another active account of yours. Section 8 further states : ** We reserve this right notwithstanding that the deposit may have been processed and/or that you were given a receipt for the deposit. The deposit receipt shall not constitute acceptance of funds in such instance and we shall have no liability for any items returned unpaid which are drawn on a closed account even if you attempt to make a deposit to the account. ** BB & T is not likely to return the deposit, issued to me in my name by a government agency, as doing so would create a roughly {$2000.00} dollar liability for them since their ability to collect a debt caused by their failure to conduct quality due diligence and exercising ordinary care in the handling of my account prejudices their ability to collect any deficiency balance. Furthermore, Section 12 establishes standards of care that both the accountholder, me, and the bank, BB & T, must adhere to in order to avoid liability for loss of funds. I have exercised ordinary care and have fulfilled all duties as listed including Duty to Safeguard, Duty to Cooperate, Duty to Review Account Statement, and Duty of Care. BB & T failed in its responsibilities to adhere to these same duties when its branch staff discriminated against me, as a low-income accountholder, in failing to complete the withdrawal transaction as requested by me. I want to make sure that the balance of the account, {$8100.00} as of XX/XX/XXXX, is remitted back to me promptly. BB & T Bank should not be permitted to unjustly enrich themselves by retaining funds that do not belong to them ( the funds were remitted to my account in my name ). Once BB & T verifies and confirms legal ownership of the direct deposits, both my payroll and the SBA advance - per the deposit account agreement, BB & T is required to remit those funds via certified check to me. Attached this complaint, you will find the following : ( 1 ) BB & T 's Banking Services Agreement, which both BB & T and I have agreed to be contractually bound and the terms of which we both have agreed to comply with, ( 2 ) Screenshot of my Account Balance after I was refused my withdrawal request ( They attempted to return the deposit, but were unsuccessful because the SBA Advance Deposit was in my name ) ( 3 ) Screenshot of my Account Balance as of XX/XX/XXXX - showing the deposit was credited back, but no indication that the account was closed until I called BB & T 's customer service. ( 4 ) Screenshot of the Direct Deposit from the SBA showing me as the payee/beneficiary and dollar amount ( {$10000.00} ). ( 5 ) Screenshot of my payroll Direct Deposit, again showing me as the payee/beneficiary.
Company Response:
State: FL
Zip: 33606
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A