Date Received: 2020-07-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: BBB & T Mortgage is reporting a late payment in XX/XX/2019. I have no other late payments on any account. There is no pattern of any account being late. I have tried to correct this numerous times by mail, in person. by phone.BBB & T refuses to correct this. I have requested proof that the payment was 30 days late. No proof was provided. No late charges were placed on the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my house in XX/XX/XXXX and I have had 2 payment increases one in XX/XX/XXXX for XXXX dollars a monyh and now in XXXX XXXX for XXXX dollars a month because of escrow .The bank associate for mortgage gives no reason excrpt someone messed up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On today, XXXX, I attempted to access SunTrust Online Cash Manager in preparation of remitting {$5600.00} rent payment and payroll for my XXXX employees due on this week XXXX. I noticed that I was not able to access Online Banking, despite the fact that I changed my password on several occasions, this prompted me to move forward with calling Customer Service. I was then advised that my account was closed without any notice. I have rent and payroll due this week and they will not give me access to my funds, funds in the amount of {$170000.00}. I have called several times on today without any remedy from SunTrust and have went to the bank 's Branch as well and they were not able to assist me by releasing my company 's funds.
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: 2020-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
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: XXXX XXXX, XXXX, SC made some unauthorized charges for items I do not have. The purchases were made XXXX XXXX/XXXX XXXX for a total of {$440.00} on my SunTrust Credit Card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I was unexpectedly charged a {$25.00} " maintenance fee '' the account was maintained for over 5 year at similar balance levels and i was not charged a fee. The a bank uses a system of hidden and misleading fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I accepted a pre-approval offer for the BB & T Bright card and was approved with an $ XXXX startling line. On XX/XX/XXXX I checked my XXXX XXXX report and noted that a new account from BB & T was appearing. On XX/XX/XXXX I received an email that my new card was in the mail and would arrive soon. On XX/XX/XXXX the card arrived and I activated it using the automated system. I then attempted to set up online banking and received an error that the account was locked for too many login attempts. I immediately called BB & T 's customer service to fix this, and was told the account must be too new and hadn't been set up completely, and was transferred to card services. The rep questioned when the account was opened ( to which I responded that I had just received the card, the account is brand new ). I told her I was trying to set up online banking to manage my account and she rudely scoffed and said " ma'am, this account is closed. '' I asked what she meant since I had literally just opened it, and she said " it was closed by the risk department on XX/XX/XXXX, you'll receive a letter in the mail with details. '' While I am absolutely appalled by the fact that the bank would approve my PRE-APPROVED application only to immediately close the account, I can understand that underwriting has changed in this climate and on further review they may have decided I was too much risk. What I can not accept is that they have already started reporting the new account, which decreases my credit score due to the average age of accounts decreasing. It is not enough to simply close the account and report it as closed, they need to immediately remove the account from reporting, period, since it should apparently not have been opened in the first place. Additionally, as I would not have applied without the pre-approval, any inquiries that appear also need to be removed. I have reached out to BB & T via their CEO email line and received no response, hence the complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 235XX
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: In XX/XX/XXXX, Regional Acceptance offered an auto loan to person X and myself as a co-signer. This contract was created under duress and after suffering physical and mental abuse by this individual ( person X ). The individual defaulted on the loan and the car was repossessed. All of which I was not aware of until Regional Acceptance start their harassing and threatening phone calls in XXXX. At the time I lived in Arizona, which operates on Mountain Standard Time vs Regional Acceptance which operates on Eastern Standard Time. I let the representative know this multiple times AND requested that they only contact me via writing. The robo-calls continued and when it was a human they simply stated that, " We are debt collectors - we can do that. '' I let them know that they were calling me at XXXX XXXX. Representatives yelled at me, called me an XXXX, told me get over it, said they would sue me, and told me to take out whatever loan necessary to make them go away. All behaviors that Regional Acceptance has ongoing litigation concerning and have been sued for. I could no longer take the continuous harassment as it was impacting my sleep and my ability to do my job ; since I need to have my phone on when I am on-call. I asked for information to set up a payment plan and nothing was sent. Please note that the company was using incorrect and nondeliverable addresses which were reported to credit agencies. Regional Acceptance sold the account to FBCS without letting me know it was sold. When XXXX contacted me I asked if paying this would stop Regional Acceptance 's harassment, they said yes. I entered a payment play with XXXX and paid over {$3000.00} over the course of 2 years. ( Please Note : Since requesting that Regional Acceptance delete this file from my account - my online portal information has disappeared. ) During the repayment process I contacted Regional Acceptance, who assured me that Upon successfully paying the account in full, the account would be deleted from your record. I held up my end of the contract, they are not adhering to the agreement we agreed upon. I have reached out to the company and attempted to contact them through the reporting agencies. My efforts have been in vain. A representative of Regional Acceptance. XXXX called asked me multiple questions about the vehicle and then said, There is nothing we can do. As long as this account is connected to my name, I am connected to person X. Some how this individual has gotten my contact information due to our association with this vehicle. I fear for my safety and have since moved across the country.I simply do not want to be associated with this account, nor this individual ( who's name appears on my credit report ) any longer. I have suffered from anxiety, XXXX, and constant fear that this individual will be able to find me, use my information, or get other credit due to his previous association with me. Since requesting that this account be deleted ; agencies have reported that this account has been reopened, verified, and an updated payment history has been reported by the big 3. Please help with this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: At the end of last year, I transferred money out of my savings account at Suntrust ( now Truist ). I was not sure if this would place me under " minimum amount needed '' to stave off fees, so I kept looking at the online account dashboard as well as statements to see if any monthly fees were being taken out due to balance reduction. None were being taken out per what was shown online and per what was on the statements. Cut to XX/XX/XXXX, and all of a sudden, the dashboard online is showing that {$7.00} had been removed from my account since XX/XX/XXXX, then again on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( 4 fees taken out altogether, {$28.00} in total ) If you review the statements for XXXX or XXXX or XXXX or XXXX, you do not see any notation of monthly fees being taken out. And it was not transparent that these were even being removed until XXXX of this year on the online banking dashboard. It's a very clear cut case of lack of transparency and potential deception. These fees were being removed for months before I had any idea that it was happening. Neither the online banking dashboard nor the monthly statements showed this was happening. When I raised the issue to the bank, they refunded 2 of them, but 2 still remain ( a total of {$14.00} ). I can't imagine how many other people this may have happened to - and how many people would not have noticed or been aware that this could've been happening on their savings account for months and months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33610
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Security over online banking is important. It is even more important when it blocks the true account holder from using the account. SunTrust bank, now Truist Bank, suspended my online checking account on XXXX. I was having trouble making XXXX bank transfers. SunTrust sent me an email to contact them by telephone. After spending most of the day speaking to 6 or 7 Sun Trust representatives through their telephone tree, hearing that I did not have to continue in the tree if my account was blocked, speaking to a different representative every time, repeating the same issues to different representatives, being cutoff several times while a SunTrust representative attempted to verify my telephone landline phone number through a voice authentication system my account was suspended. I could not access my account. The last recommended solution was to remove robo call blocking from my telephone or to visit a SunTrust branch. There are no SunTrust branches in New Jersey. SunTrust has no email contact number on its online banking website. It lists no employee by name or physical mailing address for contact. The system appears to be designed for telephone communication only and to eliminate the documentation of poor decisions. The next day, XXXX I received an email that my account had been reactivated. There was no reason given. There was no documented reason given for the account suspension. I had to trust that Sun Trust acted properly. Now with access to my account and increased motivation I could access the details in my account profile. I saw that the date of my last password change was in XX/XX/XXXXand that old telephone numbers had not been deleted. Possibly there were other errors in SunTrust information for me, but I do not have access to this. Based upon this experience my questions for financial regulators are the following : 1. What special controls do financial regulators have over online banking? 2. What state regulations apply to online banks that are not licensed in the state? 3. What reasons are justified for suspending an account? 4. How can a customer contact a bank if no contact address is provided by the bank?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
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: Filed dispute with my bank BB & T. They closed dispute and still have not gotten my money back for services not rendered. We booked a vacation with XXXX. They cancelled our trip on XX/XX/20. Our trip was for XX/XX/20 thru XX/XX/20. They have not refunded our money. We are owed {$2100.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A