Date Received: 2020-05-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My bank closed my account 3 days ago. The app is still letting me log in and see my balance. DC department of unemployment deposited money into my account yesterday. Today I received a call from the hotel that the VA sent me a letter to go pick up. As soon as I walked into the hotel a debit of XXXX disappeared from my account. I dont own a debit card and they closed my account. So how did BB & t post a XXXX deduction from my account? BB & t stole this money according to the manager on duty cause they dont make reservations in person at this hotel.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: I contacted Suntrust and provided the information about the 3 unauthorized transactions on my account. They denied my claim and refused to respond to me promptly until I filed a complaint with CFPB. They then assigned an agent named XXXX XXXX to work with me on the case and asked me to provide additional information on the case. However, this agent never responded to my call or email requesting status update. 4 weeks after I submitted the rebuttal form, they simply said that I did not provide any additional information and denied my claim again. I was hoping that the bank would do their investigation but apparently it did not seem so. Below is what I stated in the rebuttal form. As a consumer, I do not know how to prove that I did not authorize these transactions. " I looked at XXXX policy and they stated that if the fraud transactions were not authorized by the account owner, I should be refunded the full amount stolen. In this case, I hope to recover the full amount of {$1300.00}. The following XXXX transactions were NOT authorized by me, and I only saw the transactions when I checked my accounts on XX/XX/2020 : On XX/XX/2020, used XXXX to transfer {$450.00} to XXXX XXXX On XX/XX/2020, used XXXX to transfer {$450.00} to XXXX XXXX On XX/XX/2020, used XXXX to transfer {$470.00} to XXXX XXXX I again can not or do not know how to prove that I was hacked. I hope that the bank fraud protection would be able to assist me in finding out how and when I got hacked. My suggestion is that the investigator should look at the IP addresses that the XXXX transactions were initiated from. Also, I immediately made changes to my account log-in information the moment I realized the fraud, and these XXXX transactions stopped after. Again, I did not authorize any of the 3 transactions listed above. '' I hope CFPB can request Suntrust to do a better job with their investigation and consumer protection. It appears to me now that Suntrust does not want to help me with this case, they just want me to sustain the damage from Identity Theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32822
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BB & T sent me a letter that they were transferring my mortgage servicing to Sun Trust/Truist. The information did not appear on Sun Trust website and after contacting them I was told it went to a third company, which turned out to be incorrect. Eventually my mortgage was located and is indeed at Sun Trust. Issue is that BB & T took my regularly scheduled mortgage payment on XX/XX/XXXX and now Sun Trust has done the same on XX/XX/XXXX. Sun Trust has put in the request to refund the money to me but it will take 14 days to do so and requested I contact BB & T for a quicker response. BB & T is unable to assist as they no longer hold my mortgage. I am requesting Sun Trust refund my money immediately, cover all overdraft fees and expenses, and pay daily interest for each day they hold onto my funds without a refund. I have spent a significant amount of time trying to work with both companies over the phone with no results and am reaching out for assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I called Suntrust Bank XX/XX/2020 to ask why my account is frozen and why I can not use my debit cards. The bank did not give a reason why and was not very helpful. This is a business account and I can not conduct business with my account being frozen for no obvious reason to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent out a payment of {$1300.00} XX/XX/XXXX after I received letter from SunTrust mortgage company regarding escrow shortage of {$1300.00}, intend to keep my monthly mortgage payment same as XXXX. The additional payment sent has a memo of my loan number and purpose of the payment is for the escrow shortage. However, instead of applying the payment for escrow shortage, it applied the payment to principal. In additional, it left my monthly mortgage payment unapplied, and claim I am late for mortgage payment, which would cause additional fee and interest payment while having unapplied payment from my account. This is not the first time this has happened to my account. It seems SunTrust has a systemic issue to handle escrow payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75044
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I did not authorize anyone employed by SUNTRUST BANK ANY OTHER COMPANY, and including XXXX, to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ) and a serious breach of my privacy rights I am making this final goodwill gesture to allow you to correct your erroneous reporting, and I am maintaining a careful record of my communications with the 3 parties above, and including multiple complaints with the Consumer Financial Protection Bureau, and the Attorney Generals office, should you continue in your non-compliance. I further remind you that, as in Wenger v. Trans Union Corp., No. 95-6445 ( C.D.Cal. Nov. 14, 1995 ), you may be liable for your willful non-compliance. Failure to respond satisfactorily within 30 days from this complaint, may result in a small claims action against the 3 parties, seeking {$1000.00} per violation for : 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violations of the Fair Credit Reporting This was reported immediately from the alerts yesterday again, and placed a security freeze to my credit file. XXXX is the only out of 3 agencies that have not put the freeze as requested, that both XXXX and XXXX did, and this in addition to several other inquiries started after the XXXX data breach publicly known.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Improper use on credit report and its dropping my credit I just want it removed it wasnt me at all. Whoever these banks and finance companies are improperly using my credit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48167
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: BB & T Complaint Management Group Claim # XXXX On XX/XX/2020 I filed a fraud claim with BB & T and was told that the bank would conduct an investigation. After I spoke to a VERY RUDE, UNPROFESSIONAL, and INCOMPETENT representative and her Manager XXXX ( same qualities ), I was told that my claim was denied. In their response, BB & T provided the following elements : 1.All transactions were PIN and CHIP-card present debit card transactions If withdrawal were done with PIN and CHIP card, how come my statement is showing transactions that were performed with a machine which dispersed both bills and cents because that exactly what is being showed in my statement. So, BB & T must provide relevant information such as locations of all their ATM machine that dispersed both bills and cents. Also, the ATM camera can provide valuable information on the person that was performing the withdrawals. 2.You stated that your card was lost. I said that my card was lost or stolen, meaning that someone could have stolen my card along with information pertinent to my PIN. 3. It was determined that your business debit card was kept in multiple locations including on your person, in the house, or in your vehicle. First of all, how the bank was able to determine that the card was in those locations? Please provide relevant documentation to back your determination such as camera, ATM location. Also, by saying this, BB & T is not saying how and where I should have kept my debit card if that is a reason for denying my claim. Because I do not recall being told how I should keep my card. Most people keep their card in multiple locations which is nothing out of the ordinary. 4. you stated that the PIN was not written on the card, however, it was written on other confidential banking information and it was lost too. I repeat that my PIN was never written down on the card. The PIN that was written on the other confidential banking information which happened to be the PIN for that other institution debit card not for BB & T debit card. As a matter of fact, that other bank conducted a genuine investigation and found out that an error has occurred. Different story with BB & T. 5.Denial for failure to safeguard access to your account Between the bank and me, who should safeguard access my account. I have opened and deposited my money into that institution because I thought that my money would be safe. When my BB & T and other bank card got lost probably at the same time, BB & T never contacted me about unusual activities in my account. However, I received a text message from XXXX XXXX Fraud department asking if I am attempting to withdraw a certain amount of money which they said was not consistent with my normal banking activities. On the flip side, I have never received text messages, calls, emails from BB & T asking the same. I told XXXX XXXX that I wasn't trying to withdraw money out of my account. The bank took the necessary steps to close my card and prevent money to be disbursed. BB & T never took these preventive steps. Also, it appears that the transactions were done overseas which should have been another red flag for BB & T to noticed like XXXX XXXX did because borders were and are still closed ( I uploaded relevant documents ). This is how a real bank take necessary steps to safeguard access to their client account not the other way around. Furthermore, I been using my BB & T personal account while these transactions were happening overseas. ( BB & T can verify since it is on the same profile ). BB & T never used preventive methods to prevent the unauthorized transactions which is Reckless. BB & T conducted their investigation with rude unprofessional and incompetent who did not bother listen about how the incident happened. ( again Reckless ). Better yet, I volunteered to give them all the additional information that I had to make sure my claim was properly handled. They refused! Beyond Reckless! BB & T sent me a generic letter without explaining the what their investigation has revealed. Frustrating! I am protected by the zero-liability protection! Not only BB & T did not take protective security measures to prevent the unauthorized transactions but have conducted a reckless investigation before sending me a frustrating letter with no proof no evidences to deny my claim. This shows that BB & T is an irresponsible bank and is only focus on ripping customers off. BB & T has been caught up in a series of scandals and this time around they dont even bother relying on concrete evidences to evade their responsibilities. The Consumer Financial Protection Bureau must take action to make sure that I am protected from those unfair acts and practices and I urge BB & T to resolve this claim as quickly as possible before I file a lawsuit. Failure to provide concrete evidences that I authorized these transactions, BB & T is obligated by federal laws to reimburse these unauthorized transactions. If you do not comply with this request, I will immediately file a complaint with the Attorney Generals office. Civil and criminal claims will be pursued.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: In XX/XX/XXXX, I responded to a mailer that I received at my home from Suntrust/Truist Bank. I accepted an offer to open a credit card so that I could initiate a balance transfer with a stated interest rate of 4.75 % for 3 years. I was approved for the card and interest rate. When I received the card I called on XX/XX/XXXX and spoke to XXXX to perform the balance transfer over the telephone. XXXX again stated the interest rate would be 4.75 % for 36 months, ending on XX/XX/XXXX. I was told that the call was on a recorded line and I want somebody to listen to the call to verify that I was promised the interest rate that I list in this complaint. The balance transfer was scheduled and went through ( {$6800.00} ) with an agreed upon 3 % balance transfer fee and a 4.75 % interest rate for 36 months. I set up automatic payments to the bank through my checking account. On XX/XX/XXXX, I checked the account online and I saw that my interest rate was 15.5 %. I attempted to call on XXXX and was taken through an endless automatic phone tree and was never able to speak with an individual. On XX/XX/XXXX I got through to an individual named XXXX. XXXX said she was unable to assist me and she would get a supervisor. I held for nearly an hour to speak to supervisor XXXX. I was ultimately left to wither on hold for 90 minutes, and nobody ever returned to the phone. It is fraudulent to promise one interest rate and charge 3x that much. Further, it is corporately amoral to refuse to come to the telephone to assist your customers and resolve your fraudulent practices. I will post this story online in as many places as I am able, and will tell this story about Suntrust/Truist to anybody who will listen. Ultimately, I will pay off this card, close the account, and move all accounts out of Suntrust/Truist. This is a despicable way to treat customers. I have never had a late payment on any account I have with your bank. I will remove myself from your bank as quickly as I am able and will encourage others to do so, as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38135
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: XXXX Bank accounts were requested to be opened with XXXX XXXX, XXXX XXXX XXXX XXXX and Suntrust. Three fraudulent accounts were successfully opened on XXXX. All three banks have been notified and have started investigations. My local police department has also been notified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33327
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A