Date Received: 2020-05-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I initiated an international money transfer of {$1200.00} from my bank branch. I used drive through because of covid 19. Bank address : XXXX XXXX XXXX XXXX, XXXX, Va XXXX It was a repeat transaction with the same details ( same recipient/account number ) having sent money to the same recipient on XX/XX/XXXX and again in XX/XX/XXXX, from the same branch of the bank. I presented the receipt from XX/XX/XXXX ( the receipt that the bank printed for reference of the transaction in XX/XX/XXXX, the transaction was successful ). The XX/XX/XXXX transaction was also successful. The bank associate was to use details from the XX/XX/XXXX transaction ( " old receipt '' ) for the new transaction. Every detail in the old receipt was/is correct Having initiated the new transaction on XXXX XX/XX/XXXX, I received a call a few days later from the same bank associate, to go back to the bank and show my receipt, she said the wire department informed her that the wire did not go through. On the XXXX XXXX, I went back to the bank, and called the associate at the drive through point. I decided to audio record the exchange since I had felt rather uneasy. The initial exchange between me and the associate on the XXXX XXXX had not been an easy one, I felt she was not paying attention when I asked her to estimate the amount to be received as per the bank 's exchange rate for that day, in order for me to decide the dollar amount to send. I wanted the recipient to receive a certain estimated amount in the recipients currency. During the exchange between the associate and I on the XXXX, I told her to check that everything in the new receipt reflected what was in the old receipt ( except for the amount ). I told her to check that the new transaction indicated the specific branch name in the recipient 's country, just like in the old receipt. ( I will attach the old receipt from XX/XX/XXXX and the new XXXX from XX/XX/XXXX ). The audio captured the exchange with me telling the associate to check 'question marks ' I had made on the XXXX XX/XX/XXXX transaction receipt. I suspected there was an omission because the XX/XX/XXXX receipt contained " bank to bank ' information that is missing from the new receipt. The associate returned my receipts ( old and new ) and told me she would call me later. She called me later on that day and told me that everything was ok. This is still on the XXXX XX/XX/XXXX. Some days, I was charged a tracing fee of {$25.00}. I called the bank associate on XX/XX/XXXX, she said that she did not know what was wrong as the wire department had said everything was ok. She said she would see if she could waive it. I have an audio recording of this exchange. A few days later, the wire was returned, obviously less by {$75.00} plus {$50.00} transaction fee the Suntrust Kept. I went back to the branch, the Bank Manager told me the wire failed because of recipient invalid account number. This is not true because I have confirmed several times with the intended recipient that the account number is correct. The recipient is an institution. I tried to reason with the Bank Manager but she said that there was nothing she could do. She sent me the details of the wire department. When I called the wire department, the wire department informed me that on the XXXX XXXX when I was at the bank for the second time, the bank associate had corrected a missing digit from the recipient 's account number, but that regardless of the correction the wire had bounced back for reason of invalid account number. At no time did the bank associate tell me that she had corrected a missing digit. The account number is not invalid after all. ( I also have audio confirming this detail ). The account number that the money was sent to is absolutely the correct number, that is not where the problem lies. I asked the wire department about the omission of 'bank to bank ' information and they told me that they act only with information they receive from the branch requesting the wire and that if there is any information missing, it's not their responsibility. The wire department told me that it is my responsibility to check the receipt and to speak with the branch. So I am being bounced from one department to another. This was very simple, as you will see from the receipts, it was a matter of extracting information from old receipt, same information nothing changed XXXX except for the dollar amount ). I feel the evidence will show that the associate omitted some information i.e ( bank to bank ) in the new wire. I don't know why, I don't think she is incompetent, and I think that the wire department guides over the phone whenever a bank associate is unsure of the wire process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: OPENED SUNTRUST ACCOUNT ON XX/XX/XXXX MADE OPENING DEPOSIT. THEN OM THE XXXX DEPOSITED A CHECK FOR XXXX $ THEY SAID WOULD BE AVAILABLE ON THE XXXX. TRIED TO WITHDRAW THE MONEY ON THE XXXX THEY SAID ACCOUNT WAS BEING INVESTIGTED FOR FRAUD. THE REP SAID AFTER 5 DAYS OF NO ACTIVITY THEY WOULD SEND A LETTER IN 5 TO 7 DAYS THEN A CHECK WITH REMAINING FUNDS 7 TO 10 DAYS AFYER THAT SO ALMOST A MONTH. I JAVE KIDS TO FEED AND BILLS TO PAY I HAVE ALREADY WAITED 2 WEEKS TO HAVE ACCESS TO THIS MONEY. I XXXX THIS AND THERE ARE DOZENS OF NEWS STORIES AND THOUSANDS OF PEOPLE COMPLAINING ABOUT THIS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33881
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received notice from XXXX county, NC tax assessor 's office that my residential property was granted a Homestead Exclusion. This resulted in a 50 % reduction in my Assessed value which is what is use to calculate my tax payment. I received this notice XX/XX/2020. I requested my lender, SunTrust now Truist run a updated escrow analysis so my monthly tax escrow amount could be adjusted. I provided the written government document to them. I heard nothing, I made at least 4 additional phone calls requesting this update to my loan. Each time they told me they did not know the county tax rate and couldn't obtain it from XXXX county. I requested they use the current rate but they refused. As a consumer and senior citizen I feel this was a very appropriate request that could be easily handled. Mortgage lenders calculate rates as standard practice when setting up escrow accounts. Excess money is now being held in my account. Yes it will be refunded to me at the beginning of the year but I'm being denied the monthly saving the Homestead exclusion affords. I see no reason for their refusal and feel like they are violating my consumer rights. If they are doing this to me they are doing it to others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28226
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: My ex husband XXXX XXXX was awarded this vehicle in our divorce. He was court ordered to refinance the loan and put it in his name in XXXX, but he did not comply. In XXXX he had the car repossessed and I was not notified. I found out after it was too late from him. BB & T never notified me or contacted me to let me know that they would be repossessing the vehicle. XXXX surrendered it without my approval. I never had a chance to fix the problem and was not aware that he did not refinance it until it was too late. It is now reflected in my credit as a repossession which is not a reflection of my true credit worthiness as I had no control over this. I would like the record removed from all of my reports on each credit bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: refer to CFPB Complaint ID : XXXX which Suntrust Mortgage failed to answer either portion of the initial complaint and gave FALSE information to CCFB in the response. The stated " NOTE TO SETTLEMENT AGENTS : If you request an expedited payoff statement, a fee is charged to you, not the mortgagor for each such request. Therefore, if you did not request the payoff statement to be faxed, the third party that requested them is responsible for the fee '' when in FACT they add the fee to my statements. I have two showing on my XX/XX/2020 statement even if they were refunded, they should not have been charged to my account with out my EXPLICIT approval. They also stated " we have no control over how the credit reporting agencies report data or what information they include on the credit report '' when if FACT the credit agency would not have the full account number if they did not provide it! so they do have control over it! They are charging a lot of people fees without proper authorization and this should STOP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I went to BB & t at XXXX XXXX XXXX XXXX Washington DC XXXX. I went to pick up a new temporary debit card Cause the permanent card was ordered but never sent to me. At the tellers window a bank employee by the name of XXXX refused to issue me a new temp card even after the bank issued me 10 without any complaint or issues about it. The temp cards expire so you are forced to renew them as well. I called customer service while there and it was discovered that the bank I went to listed above refused to reissue the card after cutting the old one in half making it impossible for me to access my account for no reason. Customer service said they blocked my account at the branch only and that it was not BB & t but only an employee at this branch that refused to remove the block for no reason. They refused to let me then withdraw money for no reason and had security pull me out of their branch when I asked them to work with customer service by phone. Im submitting a complaint to have this branch to unlock my account please have executives assist me.
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: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: We booked our honeymoon through XXXX. The company went under due to covid19 and cancelled all trips. They are asking you go through your bank to get your money back. I submitted my claim more than a month ago and they have denied it saying there was no fraud and couldnt prove something went wrong. Now they are saying they will try to collect the money through the merchant but when I called again they said they wont try that until the date of our trip ( XXXX ). We did not receive the services and they will not help us get our money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27107
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I purchased a cruise to for travel on XXXX XXXX and the cruise was canceled due to COVID-19 and government suspension of further sailing from any cruise line. XXXX XXXX line advised they processed a refund on my debit card on XX/XX/XXXX, and the refund has not been credited to my bank account as of XX/XX/XXXX XXXX I contacted my bank Suntrust and filed a dispute to retrieve my funds in the total amount of {$650.00}, and they denied my claim, due to no fraud occurred and any funds debited from my account is my loss. Before filing the dispute, I explained to the bank that no fraud occurred against my account and I am requesting my funds to be refunded back to my account, due to the cruise line has not processed my refunds. The funds were taken on XXXX {$100.00}, XXXX {$200.00}, XXXX {$150.00} and XXXX {$200.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/2020 I contacted SunTrust Bank to authorize {$1200.00} mortgage payment for the month of XXXX. In XXXX I found out that they had reported to the credit bureaus that I was delinquent for my XXXX payment when the money had been sitting in my bank, XXXX XXXX, all along waiting for SunTrust to take it. At no time did they contact me to find out if there was a problem and since the money had been deposited for the XXXX payment, I did not think there was one. This error on SunTrusts part has caused my credit rating to be lowered when I was not at fault and this is an error on their part. I am actively working to try to correct this adverse report which has affected my credit rating and have contacted the bank numerous times. To date, they have not anything to correct the incorrect delinquency report they provided to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33415
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A