Date Received: 2020-06-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I, XXXX XXXX, opened up a Business Credit Card ( my company name is XXXX XXXX XXXX XXXX ) using my Tax ID number, my SS # as well as my business partners SS # In XX/XX/XXXX. My old business partner, XXXX XXXX, left the business. During the time we removed him from the ( approx in XX/XX/XXXX ) business we ( myself, XXXX, and my wife ) went in persons to the Suntrust Branch and explained the situation. They said they had removed him from the systems and at that time also added my wife, XXXX XXXX. They informed us that me and my wife would now be financially responsible after removing XXXX. The card was in the Business name and Tax ID. My wife and I being listed as personal guarantee. The card had been opened and in good standing for 10 plus years. My wife and I moved primary residences on XX/XX/XXXX. We put in a change of address with the Post Office and directly with all of our creditors, including Suntrust. I contacted Suntrust after the move to pay off the card. The balance given was the balance I paid and they assured me I had a XXXX balance. My wallet was stolen on XX/XX/XXXX shortly after moving into my new home. There were 2 fraudulent charges from a XXXX station in XXXX, GA. I called Suntrust around XXXX XXXX on XX/XX/XXXX to report the card stolen. I confirmed my new address and closed the card at that time because I was in business for myself at that time. I advised I had a police report with XXXX GA police as well as surveillance information at the XXXX. The representative told me they would take care of the erroneous theft charges, close the card and confirmed my address. In XX/XX/XXXX, I was given the opportunity to reopen my business in a different line of work. I went back to Suntrust to open a new business card on XX/XX/XXXX. I thought that since I had tenure with this company and had no issues that it would be the easiest to open a new checking business account as well as credit card. I filled out the necessary paperwork and they informed me they would process the application and be in touch shortly. I received a call from my old business partner on XX/XX/XXXX. He said on XX/XX/XXXX Suntrust took {$320.00} out of his mothers Money Market Savings Account. On the statement it says ST Right of Offset Payment XXXX. He spoke with Suntrust directly and was told it was a charge off for a credit card. He was a personal guarantor on the account. His mother has him listed on her Accounts so they took the money from her. As I stated above, he was no longer on the account. He reimbursed his mother for the money that was taken from her account and I reimbursed him. I was alarmed when hearing this as I have prided my self for keeping my accounts current and had been a good account holder with Suntrust. At no time had I received a statement/bill from Suntrust at my old residence where the bills were sent prior to me moving in XX/XX/XXXX, nor did I receive anything at my new residence. Not did anyone mention anything to me when I called about the stolen card. XX/XX/XXXX. I went to the Suntrust Branch @ XXXX XXXX XXXX, XXXX, GA to see what the problem was. I spoke with XXXX XXXX. I checked to see if they had my current address which he confirmed. He was very nice and tried to help figure this out. He gave me an XXXX number to call. They would not talk to me in the Branch. If they could not figure it out he said to come back. I go to my house and immediately call the XXXX number. After being transferred numerous times to different departments and accomplishing nothing, I gave up. I was going back to the Branch And try to get it resolved. He mentioned something about charges for late fees and bills being sent to my old place of business address which I had not been at for years and never receive mail at that location. When I was at that place of business I was having my mail sent to a P.O. Box. I never had it sent to the actual place of business. I had not been at that location since early XX/XX/XXXX!!! XX/XX/XXXX. I received a letter from Suntrust declining me for a new Business Credit Card. It stated that My credit score was XXXX but I had Derogatory Business Credit and Poor Credit Performance with Suntrust. I had nothing negative on my personal or business credit. XX/XX/XXXX. I went back to the Suntrust at XXXX XXXX XXXX. I spoke with XXXX XXXX. She called the department she needed and they were closed on weekends. She asked me to come back during the week. XX/XX/XXXX. Spoke with XXXX XXXX at the Branch again. She called and was put on hold with Suntrust trying to figure out what was going on. She said that I had 5 different profiles on my Control Account. You are only suppose to have one profile. I assume that is why they were sending statements to the wrong address. XXXX XXXX gave me another XXXX number to call. I did so with the same results. I was on hold and transferred for 2 hours. I had some CSR saying it was a bogus charge and should be resolved and Id get transferred to someone else. The bogus charge was explained as late fees for the erroneous charges from the theft of my card reported in XX/XX/XXXX. The last CSR I spoke with said it was again for a late fee and was turned down for a credit card but was sarcastic in tone as if I was having trouble understanding. I told him I did not owe a late fee. After documenting my series of events recently with Suntrust here is what I do know ... .I have no idea why they have me with 5 controller accounts. I am don't understand why they would attempt or say they were sending bills at one time to my old place of business when I never received mail at that location, I used a P.O. Box. After calling in to pay off an account in XX/XX/XXXX I NEVER used that card for anything. As I stated I had it closed shortly after paying it off because of the theft and was not actively in business for myself. If I owed a late fee or any charges for that matter, I contact them several times and something could have been said to me. I am also unsure of why I NEVER received a bill at either my old or new primary residence. I happen to stay in touch with the new home owners of my old residence and they have not received any mail for me from Suntrust. I don't ' know if they even know how to track the supposed charges back to see where they stem from correctly. If these were late fees for a theft I wasn't responsible for, why would they not credit these charges? Instead they have transferred me and have given me no assurance that anyone from their company has the slightest interest in finding out what really happened with my account, why it happened, apologize and even try to attempt to make it right. Ive worked very hard to have a good credit rating. In XX/XX/XXXX I paid them {$14000.00} to pay the card off and never used it again. I did not receive one statement or one phone call about owing any amount of money. Imagine if they treated every customer this way. How much money would they make with bogus charges. Not to mention the time Ive wasted on trying to get somebody to help resolve this issue. I had XXXX file a formal complaint with Suntrust which went no where and resolved nothing but wasting time. Since then on XX/XX/XXXX I received a VM from Executive Services @ XXXX XXXX. I called right back and shocking had to leave a message. On XX/XX/XXXX the Executive Services called and asked me to explain the situation. She said she would call me first of next week after she investigated. Again nothing ... On XX/XX/XXXX and XX/XX/XXXX I left voice messages with no return call on either message from Suntrust. Finally on XX/XX/XXXX, Executive Services called and said It was a valid charge. There was nothing she could do about the money they took or the declined credit card application. She also said they reported to the XXXX XXXX on my Tax ID number. WOW. No one listens.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2020-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XXXX I opened a checking and savings account with SunTrust Bank online.. I received all emails stating my new account was opened and ready to fund. I transferred money using my debit card from another financial institution, which was an option. I received my debit card a few days later and activated it. On XXXX XXXX I tried to use my card and it was declined. I tried to log into mobile banking and couldn't. I called my local branch and was informed that my account was being closed and to call the fraud department. When I called the fraud department I was told my account was frozen and being closed because I violated a policy but they didn't have exact details and I would receive a letter in the mail. I called again on XXXX XXXX and was told after 5 days I would receive my money in check form in 7-10 days. I called again on XXXX XXXX and was told I have to wait 15 days then receive my funds by check in an additional 7-10 days. Never once during this did i receive any communication from the bank that there was an issue.I have told them I need my money, i have tried to contact corporate and there doesn't seem to be a way to do that. After reading online reviews this seems to be a common practice of this bank. PLEASE HELP, I NEED MY MONEY!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2020-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I've encountered severe unemployment and business issues as a XXXX american suffering from discrmination. I shared with BB & T these matters in XXXX. I sought a workeable repayment plan or a way to settle the account for less than the amount owed. I like many Americans, started having Covid-19 effects on finding employment and a business I pursued became unable to function. XXXX Americans have had tremendous issues getting the PPP and the otehr CARES programs are still virtually unavailable to us. I've called BB & T multiple times in XXXX, XXXX, XXXX and today trying to ereese negative information and setting up a workout solution. I can't get anyone to take my call, correct my credit report, give me data to clear this from my credit history, and work this out. I called BB & T this past week ( Week of XX/XX/XXXX ) more than 6 times. No replies, no personell, no date, nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: REGIONAL ACCEPTANCE CORP is on my credit report as a negative and past due debt. This was charged off and is over 10 years and they are still showing as being late on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14580
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: i received a letter from regional acceptance corporation stating that my request to investigate was denied because it relates to an inquiry or request for a consumer report i did not allow nor did i accept this company to have access to my credit report. it is showing that i gave permission to said consumer. another account- crescent bank also rejected my dispute to investigate. it shows that i supplied the dealership ( car smart auto sales ) with personal information about my credit report. however, i have never been or inquired information on the vehicle ( XXXX XXXX XXXX ). i did not request or apply for an indirect auto loan. this bank is listed on my credit report TWICE. i didnt accept or authorize acceptance the first time around. XXXX XXXX : sent me a letter as well, stating an inquiry through a dealership about a vehicle i tried leasing or financing on. : dated XX/XX/XXXX. vehicle. XXXX XXXX XXXX. i did not, authorize permission. i never tried leasing or financing on said vehicle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66062
Submitted Via: Web
Date Sent: 2020-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: ATM Dispute Claim No. XXXX. For 30 days I have been disputing an ATM Transaction with BB & T ( my Bank ) at Location XXXX XXXX XXXX, XXXX XXXX, XXXX, FL XXXX. I sent my former wife, and I use the legal term to clarify however she is still part of my family, and I have known her for over 46 years, to make an ATM withdrawal for me on XX/XX/2020. She helps me with chores including banking matters on a weekly basis and I also have XXXX daughters with her who are XXXX and XXXX, so my former wife is someone I trust fully. The ATM froze and malfunctioned on that day. BB & T deducted the {$500.00} withdrawal as the ATM machine recorded it as a disbursement, however it did not disburse the cash. BB & T alleges they balanced the ATM days later and it was not over money. They also said their proof that the cash was disbursed is a photo of my former wife " Standing '' in front of the ATM without any image of any cash whatsoever in the photo. I have asked them to look at the complete surveillance video which will show that my former wife left the ATM empty handed and proceeded to contact a bank employee inside but she was referred to call an XXXX number. I made the Claim the same day and it has been denied 3 times. I have no idea where the cash went and that is for BB & T to investigate if it went through the front of the ATM that another customer got it or through the back due to an insider job. I have no idea and I am not pointing fingers but since they are stating the cash was disbursed and I know that is not the truth then I am urging a higher authority to really look into the matter because I am not at fault by this incident. BB & T needs to prove my rep. authorized by me received the cash by showing me the video of XX/XX/2020 and they have not done so but only a photo that shows " NOTHING, NO CASH ''. Confiscating my {$500.00} is a violation of the law by BB & T and they need to return my money. This has caused me sufficient problems and they need to correct this bad on their part. Their ATM 's malfunction throughout town, lack maintenance or are outdated, the scanners do not scan all checks because its capability is outdated. I urge the government entities to assist me in mediating this matter with BB & T because it is not my fault that the ATM did not disburse the money. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: TIMELINE : On XX/XX/2020 we scheduled a payment to XXXX ( XXXX XXXX XXXX XXXX ) through Suntrust billpay - this payment was deducted on XX/XX/2020 ( attachment # 1 ) For the first time we attempted to use Suntrust billpay as the wait time to pay XXXX by phone was quite lengthy.
On XX/XX/2020 I first contacted XXXX via their chat module through their website after the payment appeared on my Suntrust account ledger but not on the XXXX account ledger. XXXX suggested I wait a few days because the payment was not yet in their system. ( attachment # 2 ) On XX/XX/2020 I contacted Suntrust and was given a trace number and merchant ID and instructed to call the billpay service and track down my own payment.
I was also informed that the payment somehow went to XXXX XXXX and given the number to XXXX XXXX which I did not use.
I did however call XXXX and leave a message with the transaction information provided me by Suntrust. This call was not returned. ( attachment # 3 ) Also on XX/XX/2020 I contacted XXXX by message app since I had no luck with the agent when I had done the chat on XX/XX/2020, my hope was that they could assist me if perhaps my inquiry was in writing. I received no response until XX/XX/2020 AFTER I had already made a second payment by phone NOT THROUGH SUNTRUST BILLPAY ( attachment # 4 ) On XX/XX/2020 I called XXXX after once again noting that in their system our mortgage payment had not been received and made a payment by phone. ( attachment # 5 ) # XXXX XXXX XXXX XXXX << Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response State: MD Zip: 206XX Submitted Via: Web Date Sent: 2020-06-05 Company Response to Consumer: Closed with non-monetary relief Timely Response: Yes Consumer Disputed: N/A
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Date Received: 2020-06-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: This is a continuation of XXXX. No resulution yet. I ask that this complaint not be closed until I recieve my funds back. SunTrust took 12 days from the original complaint to ask for a HoldHarmless letter and a copy of the police report. Both of those were sent XX/XX/2020 to SunTrust. No one at SunTrust is taking my calls. I have left multiple phone messages and have not recieved a call back. My {$17000.00} bank wire transfer from XX/XX/2020 has yet to be returned to me. There is a fraud issue at SunTrust. The reply from SunTrust must address this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77063
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: BB & T sent letter temporarily suspending HELOC account due to XXXX refinance to lower interest rate on current primary mortgage. BB & T sent an Account Closed by XXXX XXXX information to credit reporting agencies. If account is closed, then I certainly don't have any fiscal responsibility remaining. Account is open and accruing interest. Information provide to me by BB & T indicated the account was Temporarily Suspended due to a Subordination Request from my current Mortgage holder. I am in the process of refinancing my loan to lower my rate. Account was not permanently closed and should NOT be reflected on my report as CLOSED! If it is CLOSED, then BB & T does not require payment! DOES NOT PASS THE COMMON SENSE TEST! Rhetorically, would a report or any other action been filed if I had not refinanced my loan?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a home mortgage with Suntrust that was paid off on XX/XX/XXXX. I was told that the balance of the escrow account ( approx. {$16000.00} ) would be returned to us in 2 weeks. I have made multiple phone calls to the mortgage department where I received different stories on almost every call. On XX/XX/XXXX I was told the refund check had been cut on XX/XX/XXXX and mailed from Virginia. When the check had not arrived on XX/XX/XXXX I called back and was told the check had been cut on XX/XX/XXXX but not mailed until XX/XX/XXXX. I was explained to me that if I did not receive the check in 30 days I could call back to start the process to received a replacement check. I called the mortgage department on XX/XX/XXXX and insisted that I be put through to a supervisor. I was passed on to Mortgage Client Services ManageXXXX XXXX ( XXXX ). He informed me that there was no way to speed up the process of obtaining a refund and that he would not and could not be of any assistance. On XX/XX/XXXX I eventually found my way to Escalation Resolution Team and explained my situation opening a case ( case number XXXX ). Despite repeated calls to the resolution team ( XXXX XXXX ) I have not received any information about what has gone wrong with this process and when we might receive our money. Are you able to assist us in obtaining the refund of our money in a timely fashion
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32250
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A