Date Received: 2020-05-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied to BB & T to refinance my existing mortgage on a vacation home in North Carolina. The process has gone very well with one exception. In the final stages of underwriting, I was asked to sign and return two forms AS A CONDITION OF LOAN APPROVAL. One was to authorize current and future holders of this mortgage to obtain a copy of my tax transcripts for the past two years. Ok with me so far, even though the documentation for my particular loan relating to income depended on my W2, not my tax returns. The second form is what this complaint is about. I am attaching for your review. This is the Borrower 's Consent to use Tax Return Information. This form requires me to agree to provide basically unfettered access to my tax information and forces me to agree to allow the bank or any related party ( current or future ) to use my tax return information for purposes including Marketing etc. When I advised the mortgage processor that I was not willing to provide this unfettered use of my tax return information she responded by saying that according to her supervisor who checked with their Legal department, the form was a requirement of the latest Tax Payer First Act which was signed into law on XX/XX/2019, and that my loan could not go forward without my agreement on this form. As I check this Tax Payer First Act in more detail, it actually provides some rights and protections to me as a tax payer, and specifically states that institutions CAN NOT USE my tax information for things like Marketing without my consent. So in essence, what we have on the part of BB & T, is a flagrant disregard for this portion of the law, by developing this Consent Form that they are making a requirement for approval of my loan. In essence the Act provides this protection, and the bank is forcing me to provide my consent as a condition for loan approval. I would submit to you that my agreement on whether or not this bank can use my tax information for Marketing purposes has absolutely no impact on my ability to repay this loan, and thus should not be held as a condition of loan approval.
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: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: On XX/XX/2019 my car was stolen from my home. I was walking out the door to leave for work at XXXX and my car was gone. I worked closely and very diligently with my insurance company to provide every detail immediately. I was anxious to not have a car because school was approaching. I have 3 children going to 3 different schools. I needed a car immediately. XX/XX/2019 my car was considered a total loss. My insurance company confirmed they would be issuing a check and my GAP insurance would pay the reminder of the balance and that I was no longer responsible for the payments or the car. I made every payment on time while I owned the car. I was never late. I asked BB & T to not penalize me because the other companies did not provide the pay off in a timely manner. This is the only late payment on my credit report and it is reportedly negatively on my report while I am in the process of trying to purchase my first home. Please do not hold me accountable for someone stealing my car and ruining my life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08638
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: At about XXXX on XX/XX/XXXX, I was trying to sign into my XXXX account and I was unable too, after several attempts being unsuccessful, it then dawned on me someone had gained access to my email and changed the password, I was able to successfully retrieve my email address and change the password, once I fully gained access to my email, I then recalled I had received a text message earlier in the day stating my phone number had been disassociated with my XXXX tag, I never paid attention to the text message, I had assumed it was junk text, however, due to the incident with my email I immediately login to my bank account, and to my surprise, a total of {$6000.00} had been withdrawn from my account, a transaction not authorized by me, I also immediately contacted Suntrust bank, to make them aware my bank card linked to XXXX has been compromised and there are transactions in my account for a total of {$6000.00} not authorized by me, I was informed a case ( XXXX ) was being opened and a decision will be made in 10days. I called the bank on XX/XX/XXXX and was informed that the investigation was done and my funds will not be refunded because the investigator found inconsistencies, I asked what were the Inconsistencies? the customer service rep said she was not aware of what they were, I informed the rep I never spoke to anyone to give details of the event that occurred outside of when I called to report the fraud, and details were not taken from me, her response was, the investigator does not have to speak me, I asked how an investigation can be done without me ever speaking to the individual involved in the situation, I've banked with Suntrust for 13years and I'm beyond disappointed at the level of service I've received thus far I've attached proof of my email account details showing it was accessed from NY also proof showing that my recovery email address was also changed by the hacker and they login using an XXXX, i don't have an XXXX, finally a screen shot of all the funds removed from my account without my consent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Suntrust closed my acct with out advising the reason why. I am joint on mY daughters account and son But they dont access to my acct. when they closed my acct, they held my daughters funds and advised her to go to a branch. Nothing was resolved then today suntrust who must be Compromised advised via text that I deposited XXXX from my actual bank to there bank. But my account is closed. I didnt do that. XXXX told me to contact suntrust and make sure my email or number is removed from suntrust XXXX. I called and they say my suntrust XXXX is suspended. I want all of my information to be removed from there system they care compromised. Someone is using my info at there bank to try to deposit money. They are not helping me. XXXX my cell
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I paid for a trip to XXXX through my checking acct at BB & T. I had monthly payments taken from my acct and paid to travel agency XXXX. On XX/XX/2020 I received an email from XXXX stating they were cancelling my trip because of the COVID-19 virus. There was an attached letter from the U.S State Department. The letter stated that because of virus threat they are issuing a DO NOT TRAVEL alert to all international trips. XXXX stated that we would need to get in contact with our bank or credit card company to get our refund. When you call their phone number they refer you to the web-site. When you go to their web-site it only has the letter from the U.S. State Department. I reached out to my bank BB & T. I explained the situation to them. They said they had to transfer me to the fraud dept. I explained that it was not fraud, but they said they still needed to send me to that dept. I spoke to the fraud agent and explained the situation. They took all the information and told me they would investigate and get back to me. A week later I started receiving ATM/Check Card/Electronic Check/Error Resolution forms for each of my charges. I faxed each one back with the letters from XXXX and the State Dept. proving the trip was cancelled without my permission and due to unforeseen pandemic. On XX/XX/XXXX I received a letter stating that because these transactions where non fraud there was nothing the bank could do. They stated with the requested information they would attempt to recover the funds from the merchant. I contacted the bank again. Explained that I had previously faxed the requested information. I was asked to fax it again, which I did. I have not heard form the bank since then. I called to file a claim for services not received on XX/XX/XXXX and was told I had to wait until XX/XX/XXXX since the other claims where still open. This really upsets me that BB & T is not willing to refund me my money. I have been with them since I was XXXX yrs old. I had booked another trip with a card from another bank. Had no problem getting my refund from them. Just don't understand the problem. I would appreciate any help I can get Sincerely, Miss XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: THIS IS AN AMENDMENT TO MY COMPLAINT # XXXX On XX/XX/XXXX my domestic partner and I opened a joint account for the amount of {$1000.00} at SunTrust Bank branch in Florida located at XXXX XXXX XXXX XXXXin XXXX Fl XXXX. My partner already moved to XXXX and I am in the process of relocating. On XX/XX/XXXX the account was closed, the {$1000.00} that was paid to SunTrust by XXXX was removed from the account and withheld by SunTrust. The officer at the SunTrust branch refused to return our money. She told us the money was locked in the bank 's safety box. We were referred to speak with Officer XXXX XXXX XXXX XXXX ) XXXX at Suntrust XXXX XXXX in XXXX, who said that we had to contact the bank legal department. I contacted the legal office of the Teachers ' Union of which I am a member. They sent a letter on XX/XX/XXXX to SunTrust Bank. As of today the letter remains unanswered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33626
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/2019, I applied for a Suntrust Business Checking account. Suntrust Bank had a promotion for opening a Business Checking account online, and they specifically stated it must be funded with {$1500.00} upon account opening. I filled out the application, and during the application, they took my personal bank 's information, which is XXXX XXXX, to fund the {$1500.00}. Suntrust Bank took the {$1500.00} out of my XXXX account, and then after a few days, informed me that my account could not be " opened '' unless I physically went into a branch to provide identification. I spoke with a representative on the phone about this, explaining that I opened this account online, as was offered by Suntrust, because it was simplest, but visiting a branch in person ( a 10 hour roundtrip drive from where I live ) was out of the question. It's very common to have an online bank account without ever visiting a branch in person ( I have a XXXX account that is decentralized like this ), and I didn't expect this to be a problem, but Suntrust refused to complete the opening process without me physically bringing identification, as opposed to faxing or emailing it. Naturally this was not at all consumer-friendly, and not worth the incredible inconvenience, so I declined. The only problem was that Suntrust had taken my {$1500.00} already, even though they claimed they had not opened the account. I even received statements over the next several months from Suntrust, with a checking account number and balance, as though the account were actually opened. It showed my {$1500.00} in this Suntrust account. And of course they had withdrawn the {$1500.00} from my XXXX account, and I no longer had access to it. I asked a representative in XXXX how they would be reimbursing me the {$1500.00}, since the account wasn't technically open, and the representative very confidently assured me that, since the account wasn't " really open, '' it would " automatically close '' within 45 days and the balance would be refunded to me. I double checked that the representative was sure, and he was. A great inconvenience to have Suntrust Bank take my {$1500.00} and hold onto it without my consent for 45 days, but so be it ; it wasn't worth the trouble to pursue it further, since it would, according to the Suntrust representative, certainly be refunded after 45 days. The end of XXXX came, well past the 45 day point since account opening, and I had received another statement from Suntrust bank, as though I had an open account. I still had not received my {$1500.00}, so I called Suntrust to check on this. This representative looked into the account, and said that I just needed to wait a few more weeks, and yes, it would close itself and my {$1500.00} would be returned. I waited several more weeks, and another statement came in. I called Suntrust again, and this time, the representative said that the previous representatives had been wrong, and that my money would not be refunded unless I provided identification in person ; a ridiculous request, since Suntrust had happily taken my money via an online application without any in-person contact, but now was claiming I had to drive 10 hours to get my own money back. Suntrust stated the account was actually open, unlike what they had previously said, and I couldn't close it to obtain my account balance without coming into a branch in-person. Furthermore, Suntrust was also charging " paper statement '' fees to this account, deducting these fees from the {$1500.00} I had unwillingly given them, and they would not stop deducting these fees unless I came into a physical location. All of this was beyond ridiculous, yet I had no recourse ; they had taken my money without my consent and were now holding it XXXX against this absurd request of taking a business day off work to come get my money back. I elevated the call and was able to reach someone within the Suntrust Bank business department who said that actually I COULD close the bank account and receive my account balance in full by mail, simply by sending in a letter to Suntrust stating that I would like the account closed and my account balance in full. This was the first person who had told me I could do this. This representative gave me a full address to send this request to at Suntrust Bank and assured me this would work without problem, when I pressed them for certainty ; after all, I had been misled several times by Suntrust representatives already, literally at my expense, and I wanted a confident response. The representative was, naturally, very confident. I complied and sent in a signed and dated letter requesting my account be officially closed and my account balance sent to me in full. After sending the letter, which was at the end of XXXX ( now nearly three months after Suntrust bank had taken my {$1500.00} ), I received a call from the Suntrust Bank fraud department, though I missed the call and it went to voicemail. Someone in their fraud department stated they wanted to speak to me about my account, yet they did not leave a direct line to call back to, and when I called back, a direct number was requested. I had none, only the general Fraud Department number, and when I called this number, I never got through to anyone. I spent thirty minutes to an hour on hold, SEVERAL TIMES, without anyone ever answering the phone, and that department never called me again. Apparently it was not that urgent. A couple weeks later, mid-XXXX, I received a letter from Suntrust bank stating that they could not close my account because, well, they had already closed my account for " Fraudulent activity. '' They showed that my account balance was now {$0.00}, but that it was {$0.00} because they had withdrawn and kept my account balance under a vague reference titled " Legal Fee. '' So clearly they had received my request in the mail to close the account, but to avoid sending me my account balance, they had FALSELY claimed my account had some fraudulent activity, using this outright lie to steal my {$1500.00} and " preempt '' me in closing my account so they would not have to send my account balance in full. I called Suntrust AGAIN, and this representative did not fully understand what had happened, but stated, after talking to a superior, that to receive my {$1500.00} back, I NOW had to have my bank, XXXX XXXX, reverse the {$1500.00} transaction from early XXXX, 2019. This was very strange, but I contacted XXXX, and they at first also seemed dubious about reversing a several-months-old transaction, and had me verify with Suntrust. I called Suntrust again, and they once again said that the ONLY way to retrieve my money now was to have my bank reverse the transaction from XXXX, when Suntrust had initially withdrawn my money. I reached out to XXXX again and they complied with my request, since Suntrust very firmly stated that they would send the money back with a transaction reversal. The end of XXXX came, as XXXX worked through this transaction reversal request with Suntrust ; a letter came in from XXXX stating the Suntrust had refused to reverse the transaction. XXXX could not pull my money back from Suntrust because Suntrust was refusing! It is the end of XXXX, nearly six months since Suntrust wrongfully took my {$1500.00}, and they still have my money. How many times can a bank legally lie to a consumer and mislead them on how to access their money, and not be held accountable? As many times as they like, it seems. I would like to avoid the burden of legal action, but I am flabbergasted by this flagrant abuse of their position and power, and I am at a loss as to how else to retrieve the money they wrongfully took from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72701
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/19 my domestic partner and I opened a joint account for the amount of {$1000.00} at Suntrust Bank branch in Florida located at XXXX XXXX XXXX XXXX XXXX Fl XXXX. My partner already moved to XXXX and I am in the process of relocating. On XX/XX/19 the account was closed by the bank and decided to withhold the XXXX after the check was cashed by XXXX. The officer at Suntrust refused to tell us the reason why the account was closed and refused to return our money. We spoke with Officer XXXX XXXX XXXX XXXX ) XXXX at Suntrust Executive Services in XXXX. She referred us to their legal department telling us the money was locked in the bank 's safety box. She also told us to contact and inquire about my credit report with the credit bureaus. We did and found nothing wrong with my credit which the officer al the local Suntrust bank suggested, was the issue. I contacted the legal office of the XXXX XXXX XXXX of which I am a member. They wrote several letters to the bank. As of now the letters have been unanswered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33626
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Suntrust COVID " non-access to service '' is out of control. I do two wires every month. Fine, I will do drive through. Now Suntrust pulled that from my branch where everyone knows me. So now I have to drive across town and do international wires with people that don't know me. if you know me and you see my face on camera and you have my ID, let me do my XXXX wire. I have a safe deposit box. I have important documents and sometimes need to deposit cash instead of keeping it with me and risk having it stolen. Today {$7000.00} in cash. I called to come over to get to my box to make my cash safe. I'm told I have to make an appointment and I have to wait 3 to 4 more days for an appointment. GET MORE STAFF SO YOU CAN HANDLE YOUR CUSTOMERS. A few weeks ago I had to stop a closing on a property becuase Suntrust would not give me access to my box. If we can't use the boxes then just close all of them so we can take our business somewhere else. This merger is a disaster already. I don't mind sitting in my car for 30 mins to keep us all safe, but OFFER THE SERVICES THAT YOU ARE SUPPOSE TO OFFER TO YOUR CUSTOMERS. You keep charging me stupid XXXX fees on my account and then refuse to help me. I'm NOT A HAPPY CUSTOMER!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I'm not sure how but I believe someone has been trying to use my identity to apply for new credit lines. I reached out to REGIONAL ACCEPTANCE CORP to get the inquire removed but, they haven't resolved the matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A