Date Received: 2020-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for COVID-19 mortage forbearance with SunTrust ( Truist ) and received written approval in XXXX. I received a 3-month extension in writing on XX/XX/XXXX, stating my next payment is due XX/XX/2020 On XX/XX/2020 I receives a letter from SunTrust regarding my delinquent account and offering to explain my foreclosure alternatives. This letter was sent while I am under a written agreement for mortgage forbearance under the CARES Act. When I tried to contact SunTrust to discuss this, no emails of phone message I left were returned. My complaint is that SunTrust is stating I am delinquent in my loan, and states that " The longer you wait [ to XXXX payments, or contact us ], or the further you fall behind on your payments, the harder it may be to find a solution. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98248
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Can you help please? I put my wife 's stimulus check in my bank and they closed my account and keep the money and will not return check. I have been in contact with my local branch and they can't get the corporate SunTrust to release the check or money for two months now. Every time they would say a letter would come in mail. It all started when the XXXX SunTrust bank closed due to CoVid19 so I deposited the check in the atm at bank. I check my bank account on line and the check showed up a couple days later. I went to an atm to get some money out but atm would not work or log in to bank. I called bank to find out the bank put a hold on my account but would not tell me why but said a letter was in the mail to explain why in 7 to 10 business days. I waited and did get a letter saying the check I deposited was being held for 7 to 10 days as it is there policy but that would not affect any other deposits or atm with draws. So I call them as my bank account was not working and found out SunTrust fraud department had closed my account due to the check was in my wife 's name and she's not on the account. I get direct deposit from XXXX XXXX and they sent a bank check in the amount to me after 7 to 10 days later. I got my last bank Statement from them witch show the stimulus check for {$1700.00} and my pay check being deposited and the closing with being both of them being sent out but all I got was pay check. I am still trying to get my money from them but every time I talk to them it takes 7 to 10 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33542
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: over the past year i have contacted Suntrust mortgage at least 6 times to get PMI dropped form my mortgage and have NEVER received a reply. i have called, mailed in their forms, faxed in their form, mailed letters to the escrow dept, mailed a letter to XXXX, the secretary of some VP, she has helped me with issues in the past. this XXXX has cost me roughly {$1000.00} in premiums i did NOT need to be paying
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62702
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Have 2 different inquires on XX/XX/XXXX that I do not recognize and one from XX/XX/XXXX all 2020. The 1st done on XX/XX/2020 is from XXXX? 2nd XXXX- XX/XX/2020 3rd XXXX XXXX- XX/XX/2020 I never signed up for these nor gave permission to use my social.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76137
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX XXXX we sold our condo. Settlement date was scheduled for XX/XX/2020. In Early XXXX I applied for and was granted Forbearance from BB & T because I had contracted the XXXX Virus and my husband lost his job. I was given 3 months forbearance so my mortgage payments would not be due until XX/XX/XXXX. In mid XXXX, while still quarantined, I got nervous about the forbearance and decided to pay my XXXX mortgage payment anyway. On XX/XX/XXXX, my husband paid the XXXX payment at the local branch. Then May came around and I worried again about the forbearance, so my husband also paid the XXXX payment on XX/XX/XXXX. All the while knowing we were closing on the sale of this property on XX/XX/XXXX. I had even called BB & T to ask if I needed to pay the XXXX payment. That call took place on XX/XX/2020 @ XXXX XXXX. The woman on the call said I should pay the XXXX payment even though I was in Forbearance. So, My husband went to the local BB & T bank and made the XXXX payment on XX/XX/XXXX. When we closed on the sale of the property on XX/XX/2020, we thought all was ok. We paid up XXXX & XXXX mortgage payments. We closed on XX/XX/XXXX. On XX/XX/XXXX I started to get alerts on my phone ; the 3 credit bureaus changed my status from pay as agreed to 30-60 past due. That is not true.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Mrtg Inc., was negligent in the naming of the borrower on the Subordinate Mortgage recorded with the XXXX County Commission on XX/XX/XXXX, Book XXXX, Page 1461. Suntrust Mrtg Inc., changed the information on page 1 of the Subordinate Mortgage one year, 7 months, and 16 days later without my knowledge by swapping out page 1 and had it re-recorded with the XXXX County Commission on XX/XX/XXXX, Book XXXX, Page XXXX. This has caused a cloud on the title of my home for which I have an executed contract to sell my house to a buyer. Because of this cloud on the title created by Suntrust Mrtg Inc., Suntrust Mrtg Inc., prevented the closing on the sale of my house that was scheduled for XX/XX/XXXX because Suntrust Mrtg Inc., has not provided the complete payoff information. For several weeks, the title agency handling the closing and myself have spoken to many customer service representatives, mortgage client care representatives and people I was told were supervisor but were not supervisors. I was told by XXXX of XXXX XXXX XXXX that I would receive a call regarding the payoff information within 3 days from when Suntrust Executive Services investigated the issue. I did not receive a callback. I also spoke with XXXX on XXXX XXXX regarding the payoff. She informed me that her supervisor was researching the issue and would send me the payoff on Monday. I did not receive anything on Monday XX/XX/XXXX nor did I receive a phone call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31404
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft. Please see the attached documents relating to this case and completed identity theft affidavit. Also, please refrain from reporting and block all information resulting from this case pursuant to FCRA 605B ( 15 U.S.C. & 1681 c-2 ) which states that this information must be removed within four business days of receipt. I demand to see a written instrument bearing with my signature.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33461
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2020, I opened an online checking and savings account with SunTrust Bank. Over the next 2 weeks, I funded the account with XXXX checking/XXXX saving. On Thursday, XX/XX/XXXX, as I went online to make sure a funds transfer arrived, I found out I was locked out of my online account. I called SunTrust and they said something about my account was " pending closing '' for unknown reason. I then went out and took an XXXX to a SunTrust Bank, which was closed, so I was forced to stand at the drive through for service. I attempted to withdraw my money from my account and was told I could not. SunTrust had my money and wasn't giving me a XXXX until they got ready. I then called SunTrust over the next few days, trying to find out what was going on. When I figured out that they had decided to close my account and block access to my money without notice, I became outraged. They acted like the money was theirs. They had not told me that this could happen when I opened the account online. I would have never put {$1000.00} in these accounts had I known the account could be closed and money inaccessible for weeks. Furthermore, they showed little concern about whether I needed that money to pay bills or buy medicine. They just locked me out of my account and said " wait for us to send you your money back. '' On Tuesday, XX/XX/XXXX I finally received a notice by email that my account was being closed. They could have done that last week. As a joke, they invited me to access my account online for " special notices. '' Of course since they had locked me out of my online account, I couldn't do that either. I made 2 more phone calls to SunTrust where I kept asking them why did they block access to my money without notice. They had no explanation, except to say " too bad, so sorry and the check is on the way. '' Right. Humiliating, frustrating, inexcusable? Yes. I still don't know why they closed the account, but will never deal with them again. But the worst thing was blocking access to my money for more than a week. It may be a small matter to them, but to regular folk who need their money it creates a crisis. Please investigate SunTrust 's practices of providing written notices to folks who open online accounts of what happens when the account is declined, and their practices of blocking access to money in an account for weeks that they have decided to close.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20770
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: around XXXX Suntrust bank closed my account. they refused to tell me why. they have given me the runaround for months. there was XXXX dollars in the account at closure. further more my stimuls check has been sent to the same account. suntrust took the stimulus money without sending notice back that the account had been closed. in total suntrust owe me XXXX dollars.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened a checking account online with SUNTRUST ( after moving to XXXX from XXXX to be close to my family during the pandemic ) and during the process, requested a funds transfer from my old bank in XXXX to fund the account. Over the subsequent 14 days, this new account was flagged for 'fraud ' 3 times and 3 times I called customer service and 'resolved ' the issue. I spoke to my bank in XXXX, and they said they were not flagging the transaction and everything seemed okay from their end. This also included one trip to the branch to 'verify ' my identity - the branches are not 'open ' but will do transcations through the drive-through. The final phone call - after spending another hour on the phone, the woman told me I would have to go back to the branch again and verify my identity again. I asked that my checking account, still unfunded, be closed and she said she couldn't do that because of the 'fraud ' but that the account would close on its own. I gave one final effort and contacted my local branch via the phone, twice over a 3 day period, to see if they could help. They said there was nothing they could do if it was in the hands of the fraud division. I filed a complaint with the bank. The branch reps also told me the account would close if I didn't fund it. I'm now getting notices that my account is OVERDRAWN and the account is still active.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34238
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A