Date Received: 2020-07-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I took a trip to XXXX, Florida for my birthday. I scheduled a Jet Ski tour on XX/XX/2020, to take place on XX/XX/2020 at XXXX XXXX. I arrived to the business and it was closed, not rendering services due to COVID-19. I attempted to contact the company for a refund due to the services not being rendered. I have been unsuccessful with contacting someone most likely due to the business being closed. I contacted BB & T, my bank, for a refund. The bank denied my claim and will not provide provisional funds. The bank stated it will take 45 days for my funds to be returned, if they are returned. The bank refused to assist me in any way to recover the funds that I worked hard for and is letting the business continue to scam individuals.BB & T provided no assistance and basically stated I can not have my funds returned to me. I spoke to a supervisor of Fraud Communication named XXXX XXXX who basically recited, " No you can not have your money in as many ways as he could. '' Please do not trust BB & T with any funds that belong to you.
Company Response:
State: MD
Zip: 20743
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was informed on XX/XX/20 that my mobile deposit of {$4200.00} will be placed on a hold. I called to see why and was eventually told that it may not be placed on hold. In addition I have an email stating check available balance before using funds to ensure money has been released. The next day my account showed {$0.00} hold and my full check was available to use. As of XX/XX/20 I get an alert that not only has my rent been returned, Im overdrawn by {$920.00}. I called and have spoken to reps and no one can explain why after XXXXyrs as a customer I have a check on hold for the first time ever, why it showed my money was ( is ) deposited and available but not really available, and why no one can fix this. Not one person who works for Suntrust can correct this error or tell me anything. I dont understand why a paycheck thats normally a direct deposit drawn on XXXX XXXX deposited into Suntrust should be put on hold. Its not a personal check, over {$5000.00}, or from a foreign company. Its the same company that directly deposits the same funds. But no one can help me. I need somebody to help me. Suntrust showed my money was available to use. The rep said if it says the money is available then the money is available to use and yet no one can tell me it isnt available and why they wont release what shows is available. Its confusing and makes no sense. I need an advocate. Suntrust is being fraudulently and untruthful with my money from my paycheck.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37042
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Good evening, I bank with Branch Banking and Trust ( BB & T ). I am XXXX and only receive around XXXX a month. Since XXXX, I have not received any money from my XXXX checks because the bank continues to take them every month. I haven't been able to eat, pay my bills, or even put gas in my car. My account was hacked every month, right before the XXXX of the month, including this month ( Since XXXX, around the time of the start of the Corona Virus ). My bank stated that they were giving me a XXXX dollar crises payment of which I desperately needed. 29 days later they took their XXXX dollars back out of my account without notifying me, or asking my permission. A crises check if used for a criees, and no one told me, which the bank claims they did, that they were going to turn around and take it back. I even switched banks to XXXX XXXX and they still stole my money this month. I can not go another month without food, paying my bills and car insurance. I notified them that someone deposited a check into my account, cashed it, then did a stop payment on it which left me account negative XXXX dollars again this month. They did nothing about it and told me I was responsible. I'm XXXX years old and haven't used a check since my XXXX XXXX. I'm not the only customer that they have a relief find to and turned around and took it back when it was supposed to be a relief fund. Please I can not go another month without food. Please help me.
Company Response:
State: SC
Zip: 29588
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On Thursday XX/XX/XXXX a business loan for XXXX was deposited into my account. I went on XX/XX/XXXX to get a cashiers check to move the funds to my actual business account when I was notified that my account was froze. When I called the same day I was told I would have to wait for them to conclude their investigation and Ill receive a letter in the mail. Nobody has been able to answer my questions. I called XX/XX/XXXX and was notified that the account is actually in the process on being closed. Im assuming the investigation is because of the amount deposited. I have all documents on the business loan but nobody has reached out to me to rectify the situation. Now I have XXXX that I dont even know when I will be able to access. Obviously I need the money ASAP or I wouldnt have applied for the loan. Now I cant access my account at all or any of my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I received a promotional offer to get {$400.00} after opening a checking account with SunTrust. On XX/XX/2020 I opened a checking account online using their promo code to receive the {$400.00}. I need to direct deposit money to this account, but am unable to continue because I CAN NOT GET THROUGH TO ANYBODY AT THE BANK. I've called numerous times and waited on hold FOREVER and can not get anybody on the phone. Today I finally got through to SOMEBODY IN THE XXXX. XXXX. I've never had a bank transfer me overseas to take my banking details. I need the bank to personally call me to document the details of this offer as I plan on closing the account after the funds are credited to my checking. So far, it would appear this bank is a complete scam and can not even handle incoming phone calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX I purchased a home with a mortgage loan from Suntrust. At the time I open a credit card account. In mid/late XXXX my grandmother fell ill and I ended up relocating her from XXXX to live with me in the XXXX/XXXX area. I missed a few payments and SunTrust charged off my credit card. I reached out in XXXX and XXXX attempting to negotiate the account being re-opened so I could pay it and Suntrust declined. We were not able to negotiate any terms we both agreed to. Now, over ten years later, they are claiming the account was open on XX/XX/XXXX and became delinquent XX/XX/XXXX. Then they show the date of last payment as XX/XX/XXXX. I've disputed this information with the credit bureaus last month and they " verified '' that the information being reported is correct. I have not opened any other credit card with Suntrust since XXXX and since they refused to negotiate any reasonable way forward, I have not had any contact with them about that account since XXXX. I do have a mortgage account with them ( now Truist ). I need assistance resolving this matter. I have initiated another dispute with XXXX but in light of the fictitious information they provided for the first dispute, I don't expect them to provide correct information in this re-investigation. Can you please assist?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2020-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Hi, On XX/XX/2019, 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!
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: 2020-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-03
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Around XXXX on XX/XX/2020 I tried to open an account with BB & T at the XXXX. XXXX branch in VA. I was told that in order to go inside the lobby to open an account I would need to wear a mask. They did not have any masks to provide to me and the woman who told me this wasnt wearing a mask herself. She claimed that it was a requirement to wear the mask if I wanted to open an account there. I was discriminated against and unable to open an account because I did not have or wear a face mask.
Company Response:
State: VA
Zip: 24401
Submitted Via: Web
Date Sent: 2020-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, My mortgage servicer is Truist Bank while the mortgage is held by XXXX XXXX. We were contacted via post with a letter stating that our loan was qualified for forbearance under the Cares Act. I did an online inquiry and was sent a letter telling us that we were good to stop paying our mortgage and giving three options of how to repay the loan. This is the area where I seek clarity. I called in using a script received from your website asking of repayment options and was repeatedly told this would be decided at the end of the forbearance period. I reiterated that I would not enter into an agreement without knowing the end game. I repeatedly asked for a letter clarifying that at the end of the forbearance, repayment would be added as the same number of missed payments to the end of the mortgage with no penalty. I was told this could not be done. This is scary. During this pandemic people are afraid and grasping at straws. Our representatives fight to create legislation that can help people, yet I see it as double dipping by banks. They are getting federal assistance and endeavoring to make any assistance obscure to seize homes at the end of this crisis?
Company Response:
State: WA
Zip: 98144
Submitted Via: Web
Date Sent: 2020-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/2020 opened checking and savings account with SunTrust Bank. Transferred over {$4000.00} from my XXXX account to open both accounts. Downloaded the mobile app and signed up for mobile banking. Both the website and mobile app never functioned. XX/XX/2020 I stopped by the branch to see what was happening. I was told that the transfer hadn't posted yet so that is why the website and mobile app weren't working. I made a deposit by check into both accounts of {$500.00} each with additional {$20.00} in cash into each account. Everything began to function after XX/XX/2020 and the debit card and checkbook came in. XX/XX/2020 I deposited {$38000.00} via cashier check into the new account. XX/XX/2020 I deposited {$36000.00} via cashier check into the new account. On XX/XX/2020 I reviewed my account on the mobile app and was prompted to call customer service because my account had been closed. I immediately returned to the branch and spoke to XXXX XXXX the branch manager who informed me that the account was under review to be close since XX/XX/2020. I told her that I had not been notified by mail, email or phone of this. From that day I was denied access to my account by website of mobile app. I wasn't given a day of when my funds would be returned to me. I asked for the information of the District Manager XXXX XXXX. I called Mr. XXXX and left several messages. When I spoke to him after a week and half of leaving messages he assured me that I would be receiving my funds. It was an unfortunate circumstance. I've left several messages for XXXX XXXX from corporate office with no response. I've spoken to customer service with no resolution and have been told that my money will be returned to me by check sent by regular mail not certified or XXXX. I find this to be more than unacceptable and negligent on the part of SunTrust Bank. If the relationship had been terminated unbeknownst to me on XX/XX/2020 then why did the institution accept two sizable deposits on XX/XX/XXXX and XX/XX/XXXX? It is now XX/XX/2020 and I have no resolution and no money. This is a total of {$79000.00}. I have reviewed comments on XXXX and XXXX only to find similar complaints and clients waiting anywhere in upwards of 3 to 12 months to receive their money back. Too many similar complaints this is not a coincidence. This has the potential to ruin many lives financially in every aspect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2020-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A