Date Received: 2020-05-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: - XXXX XX/XX/XXXX I XXXX XXXX opened a checking and savings account with Suntrust bank ending in XXXX and XXXX. - XXXX XX/XX/XXXX {$100.00} transferred from XXXX XXXX XXXX XXXX checking account to Suntrust bank checking account ending in XXXX. - XXXX XX/XX/XXXX {$100.00} transferred from XXXX XXXX XXXX XXXX checking account to Suntrust savings account ending in XXXX. - XXXX XX/XX/XXXX {$5000.00} transferred from XXXX XXXX XXXX XXXX checking account to Suntrust bank checking account ending in XXXX. - XXXX XX/XX/XXXX {$2900.00} transferred from XXXX XXXX XXXX XXXX checking account to Suntrust bank checking account ending in XXXX. I made these deposits from my primary checking account I have with XXXX XXXX via online transfer to Suntrust bank checking account ( XXXX ) and savings account ( XXXX ). On XX/XX/XXXX my Suntrust bank accounts ending in XXXX and XXXX were frozen with no explanation leaving me no access to the funds in my accounts. I have called Suntrusts bank customer care call center numerous times and spoke to several staff representatives all to be told that they can not provide me with any additional information except that my account is frozen and set to be closed. I have also reached out to the branch manager of Suntrust bank XXXX XXXX MD location ( XXXX XXXX ) only to be told I will be receiving a letter in the mail pertaining to this matter and that she can not provide me with any further details. Throughout my attempt to rightfully gain access to my funds I have been cut short and hung up on multiple times by Suntrust bank call center. I still have yet to receive a letter in the mail from Suntrust bank with any details or contact information to a department that can assist me in the releasing of my funds. Now on this day XX/XX/XXXX I am out of {$8100.00} during this Covid19 pandemic when survival is most questionable and scariest. I at the moment have no income, job, or unemployment assistance due to Covid19. This unforeseen circumstance has greatly impacted my ability to function and survive. Unfortunately no one at Suntrust bank seems to be willing to help me obtain what is already mine. My Money! - XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I believe the ppl that stole my funds from wasihington can u plz help report this to a officer not from any of the states that have XXXX workin at the law office because they are part of fraud thank u
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: 2020-05-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: This complaint is in regards to a XXXX loan. When the first round of XXXX opened up in Suntrust/Truist on XXXX XXXX 2020, I submitted the application with the amount of {$46000.00} according to the XXXX 's monthly payroll calculation. Suntrust/Truist also required to work on their own balance work sheet along with the XXXX loan application, which their calculation and final loan amount did not match up. I expressed a concern to this number not matching via email and they responded to upload additional documents in regards to this issue, which I did. After 2-3 days, XXXX finally came up with the final formula in calculating monthly payroll / total loan amount and XXXX ( payroll company ) updated the supporting documents/calculations.Suntrust/Truist also updated their balance worksheet so the final average monthly payroll numbers did match : Average monthly payroll amount was {$22000.00} and the final loan amount equaled to be {$55000.00}. I uploaded additional documents to revise the loan amount and updated application / XXXX documentation and Suntrust/Truist 's XXXX worksheet in regards to revision on the correct loan amount. After 20 days, I got an email to docusign for the loan amount of {$46000.00}. Inquiry was made to correct the loan amount and phone call came from the banker. He basically said that revision on the loan amount was not possible and cancellation would have to be made and submit the new application. If I did, I would be pushed back in the line and most likely won't receive anything since only 30 % of XXXX loan was processed. So I would either have to take the {$46000.00} or end up with nothing I asked if uploaded documents were reviewed by underwriter, but this was his answer : We are understaffed, have millions applications and there is no possible way that they can look each application carefully. Underwriter must have skimmed through the application. I was dumbfounded by the response. Close banker of mine, told me it is bank 's and underwriter 's responsibility to make sure the amount was correct, which Suntrust/Truist failed and caused the loss of approximately {$10000.00} when this XXXX loan is forgivable. A banker from the different bank reviewed the loan amount / documentation and confirmed that loan amount of {$55000.00} is correct and recommended to submit a new XXXX loan application. By that time, 2nd round of XXXX loan was available, and inquiry was made to cancel the XXXX loan with Suntrust/Truist and to submit new XXXX loan application with different bank. Suntrust/Truist banker told me that XXXX does not let new XXXX loan application to be submitted when there was an old one submitted by the same individual. With the pace of XXXX funds depleting and Suntrust /Truist handling the situation, I was stuck in a situation where I had no other choice than accepting {$46000.00}. I asked the Suntrust/Truist banker if I can speak with the superior/leadership in regards to this loss, they failed to respond. I believe this {$10000.00} loss was due to complete negligence of an underwriter to review documents uploaded. I have attached old documents and final revised documents for review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33884
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened this account online on XX/XX/2020. As soon as I opened the account online, I went to the Suntrust branch and deposited my {$1200.00} stimulus check from the IRS. The teller informed me that they do not give out temporary cards and that i'd have to wait 5-7 business days to receive my ATM card in the mail. She then asked me if I would like to reverse the check deposit into my account and instead cash the check out immediately for the full amount. I then took out {$200.00} cash and decided to go through with depositing the remaining {$1000.00} into my new account ( because I thought I could trust this bank ). The teller told me I could come to the branch and take out the cash at any time. After I deposited this check on XX/XX/2020. I downloaded the Suntrust app. I saw on the morning of XX/XX/XXXX that they placed a hold on my check and informed me that my funds would be available by XX/XX/XXXX. They verified and cleared the check into my account and available balance on Monday, XX/XX/XXXX. It is now XX/XX/XXXX ( 5 business days later ) and I have still been waiting for my ATM card to arrive in the mail. I checked my suntrust mobile app this morning, XX/XX/XXXX to see a message stating that my Suntrust access has been restricted, making me unable to login to my account. They provided me with the number ( 800 ) XXXX. I called the number and was told that my account was closed due to 5 business days of no debits or credits to my account. I asked how this is possible when I've deposited my check into my account and it was cleared on Monday, XX/XX/XXXX and that I've just been waiting to receive my ATM card. She told me she had no idea so I ended the conversation and decided to call my local branch. I asked them why my account was being closed and if I could come withdraw my available balance before they close it if that's what they'e decided to do. Now this branch team member tells me that my check was suspected as fraudulent and that my account has a hold for 15 days before they close it down and that i'm not able to access my available balance. I explain that this is a government check from the IRS and it's already been cleared. I explained how I am severely confused and emotionally distressed considering i've been patient with multiple inconveniences from this bank. I asked them if I could call the fraud department myself and get some answers because no one is providing me with answers, no one would allow me to come into the branch to speak with someone in person, and was informed that there were no appointments available. The man I spoke to at the branch said it is possible for me to come withdraw my available balance if the fraud department releases the hold. Almost in tears at this point, I call the fraud department and speak with a specialist named XXXX XXXX. He tells me the same thing the branch team member tells me and I ask him to please review this because there's been some kind of mistake on their part. This is not a personal check, this a government issued stimulus check with my name on it. The hold on the check was already taken off, the check was cleared and available in my account and available for withdraw since Monday, XX/XX/XXXX. Now i'm being denied my funds. I was told I had to wait 15 days for a decision and explanation and then I would have to wait another 7 days for my funds to be sent to me via check. XXXX verified that my account won't be closed until 15 days from XX/XX/2020 and I explain that I am 7 months pregnant and have to pay my rent now and get groceries. I begged and pleaded for them to release the hold and allow me to withdraw my funds so I can take my business elsewhere. I've requested them to contact the IRS or somehow review this case so that they can verify the stimulus check is indeed real and was issued to me by the IRS. They're refusing to give me my funds and claiming it was a fraudulent check, when there's many ways to verify that this check is real. I have never experienced these inconveniences and horrible troubles with any other bank in my life. I'm being refused my funds that I could have just taken in cash, and being given no answers. All the employees are acting unconcerned while I am in tears, and trying desperately to stay calm and patient on the phone with them while receiving no answers and given no care from the branch team members and specialists. I am so disappointed and heartbroken with the way Suntrust has handled this situation and treated me. This is clearly a mistake on their part and they refuse to look into it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32724
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: Regional Acc XX/XX/2020. Coaf XX/XX/2020 I have no idea what amount they tried running. I did not give XXXX XXXX to permission to run my credit. I was just thinking about buying a vehicle never once gave permission
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/XXXX I opened a loan for a business trailer in the amount of {$4100.00}. I had to file chapter XXXX bankruptcy which was discharged on XX/XX/XXXX. I filed a reaffirmation letter with the court for this loan from Sheffield financial. The court approved the reaffirmation and I have made all payments on this loan on time and as of yesterday, it has been paid in full. I have filed multiple disputes with XXXX credit , XXXX XXXX, and XXXX along with contacting the company directly. On XX/XX/XXXX I received a letter from XXXX XXXX the Senior Vice President of Sheffield Financial which clearly states there was an error with my account and the reaffirmation letter was received just after they coded my account and failed to go back and re-code my account and adjust things with the credit bureaus. In this letter, he clearly states my account is current and they made an internal error prematurely charging off my account and placing derogatory information on my credit reports. He stated they would go in and fix this and adjust my credit reports in 2 to 3 weeks. He also thanked me for honoring my obligation with Sheffield as well as bringing this matter to his attention. All the disputes I have filed with the credit bureaus have been closed and either show no changes or in the last case of XXXX Sheffield added a 3rd derogatory mark saying I missed last month 's payment and on XXXX report say the following under STATUS- " Account charged off/Never late. {$14000.00} written off. {$180.00} past due as of XXXX XXXX. '' officially the case says " no change '' but the wrongfully " charged off '' amount jumped from {$1400.00} to an absurd of {$14000.00}. This is outrages as my total loan amount was only {$4100.00}. I have all the documentation which I provided Sheffield 's internal dispute department directly as well as the credit bureaus and these errors along with the new errors have not been resolved in what I feel is a timely manner and only seems to be getting worse. I have been very patient and understanding but I feel helpless in this situation and hurt that they have been paid in full and taken care of throughout my bankruptcy. I have honored our agreement and made my payments and protected them from my bankruptcy only to be made to feel like I have hurt them. I also have a voice mail from Mr. XXXX which also acknowledges this situation and their error and an assurance that I will be fixed. This unfortunate situation has resulted in a negative credit score for me which is affecting me and stopping me from gaining new credit and loans that I currently need. Since I have started this process in getting this fixed I have only been hurt more and the original errors have been made more egregious and punitive against me. As a result, my credit score has dropped even more from their new errors. I have left messages for Mr. XXXX and spoken to account managers with Sheffield and have not received any callbacks from him and they all say he is the only one who can help me. I only want them to honor our agreement as I have worked hard to honor my obligations to them and have gone to great lengths to pay my loan on time and all throughout my bankruptcy and protected them with a court-approved reaffirmation letter. This process has been going on so long that they have now been paid in full and my obligation and debt completely satisfied. All 3 Credit reporting agency records need to be properly and completely changed to reflect There was no charge off ( {$14000.00} ), no derogatory remarks on my reports, my account is and has not been late, my account has been paid in full and fully satisfied as well as being in good standing. I understand mistakes happen, I have followed all the rules and requirements to address these errors and made myself available, provided all documentation the situation required to be resolved. As of this date, only additional derogatory items and negative remarks been changed by Sheffield. Thank you for your attention in this matter and I hope this finally resolves this very unfortunate situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I just recently had a horrific experience with Truist Bank. I can't describe this in any other way but " theft ''. Somehow the bank is able to bill you for " un-used '' services in the past, with the in-ability for you to acquire the " un-used '' services from anyone else but them. I hope my congressman gets involved to control these institutions and prevent them from destroying people. So here is the SCENARIO : I'm XXXX XXXX military and used my VA loan benefit to close on my home in XX/XX/XXXX with XXXX XXXX XXXX and was not required to have Homeowners Insurance in escrow due to a Master Condominium Policy in place with the HOA. That's wierd, but awesome. My home is covered! I was pleasantly surprised because this would make the mortgage payment affordable, though it kind of washed due to the higher HOA fee. Our HOA Fee 's covered the insurance requirement on my loan. Sometime after I closed, my loan was bought by BB & T Bank and I received a letter in XX/XX/XXXX that I would need to purchase Hazard Insurance. That's fishy, because my loan requirement for insurance was already met, right? Why would BB & T change the terms of my loan without doing a new contract? So I called the HOA and Insurance Master Condo Policy companies to see if the insurance I had in place would meet the Hazard requirement. They said " of course! '' it would and I shouldn't need to purchase any additional insurance. So I uploaded the policy info with BB & T and thought everything was good. But, I received another identical letter in XX/XX/XXXX. So, I called BB & T and they confirmed the master policy is uploaded and I should be good to go for the hazard requirement. I thought everything was golden at this point. But, I received another letter in XX/XX/XXXX saying that I will need more insurance. I called everyone again ( HOA, HOA insurance company, BB & T bank ) and decided to go ahead and get the additional insurance ( even though I didn't need it ) to satisfy them and update my policy to include some interior coverage of my home. I acquired this specific Hazard insurance through XXXX in XX/XX/XXXX and uploaded that to BB & T. At this point I'm 100 % confident I'm good to go, right. But, suspiciously BB & T then transitioned to Truist Bank and in XX/XX/XXXX I received a letter that Truist bought more insurance on my property from XXXX XXXX XXXX XXXX and is going to charge me for XX/XX/XXXX -XX/XX/XXXX ( lapse period ) for {$650.00}. Oh my god, how much insurance do I need, and why I'm paying for it?!?!? But wait! We are in XX/XX/XXXX, XX/XX/XXXX-XX/XX/XXXX, is in the past, so I shouldn't need to pay for that un-used service in that time period right? Wrong, according to Truist, I owe them even though its in the past. Keep in mind, I already have the master policy covering me during that time. So that's one thing, but according to Truist they " require '' hazard for interior structure for the entire time of the loan. Ok, that makes sense, for loan requirements WHEN THEY ARE NEGOTIATED at closing!!! ... but Truist wasn't there and didn't perform a new closing on the loan. In case your wondering how much they are actually charging me for additional insurance that I don't need and can't use, it's approximately {$160.00} a month just for interior hazard which would normally be about {$40.00} a month. I even tried to buy the extra insurance on my own from XXXX, but no insurance company backdates policies! HOW IS THE BANK ABLE TO DO THIS IF I CANT!!!??? I couldn't buy for the supposed " lapse period '' even if I wanted to. But the lender can magically buy this policy without my approval and charge me for it in my escrow. Are you kidding me, is this even legal? So now lets get to the issue of how the notifications were delayed and the mis-information provided me forced the supposed " lapse period '' to grow without any communication from the bank to the current insurance company holding the master policy on the property. Why did I receive a letter in XXXX for a service I was supposed to buy in XX/XX/XXXX/ XX/XX/XXXX? Remember I couldn't have bought it anyway because you can't backdate policies! When BB & T bought the loan, why didn't they check the initial loan requirements and see what insurance was on the property and coordinate with the insurance company to include hazard instead of this round about way to XXXX me? Why is the price so high? When I talked to Truist ( XXXX XXXX XXXX ( HAZARD PROCESSING CENTER FOR TRUIST BANK ), they said it was " high risk '' and didn't go to underwriting. OMG, XXXX!?!? No underwriting, HIGH RISK!, Are you kidding me? This is insane. Also, I forgot to mention everytime I spoke to the BB & T and Truist I confirmed that I wouldn't be charged and I asked for a manager to confirm, which they always said they would get back to me. But they didn't. I really want the CFPB to red flag Truist as a disreputable organization taking advantage of military personnel during the COVID-19 crisis and attempted increase profit at all cost in any manner, especially through mortgage contract loopholes, mortgage trades, bank acquisition/ name changes. This the most evil organization because of the power they have and their motivation to destroy. Imagine the other people who are affected by this. I briefly looked at some XXXX complaints, and this Truist is going to be at the forefront of the next financial crisis, no joke! I'm going to pass this complaint to the senators and congressmen in my district as soon as possible and hopefully get this company under control before the next housing crisis. I'm just so appalled at this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Suntrust processed an ACH debit on our acct in error. The Suntrust representative confirmed our account name was not on the ACH transaction and connected me to account security to file a claim. Fast forward one day, Suntrust ( Truist ) has now closed two of our personal accounts and a business account. They gave no reason and said we don't have access to our funds for 15 days while the acct is under review. We have near perfect credit, never bounced a check and run a standard bank account. There should be no reason to close our accounts and hold our money. We have bills that are due and can't pay them now because we have no money. They also will not allow any debits or pending checks to be processed which means these pending payments will be returned. We are very concerned the returned checks will affect our credit as we have always paid on time. We are shocked at the way this is being handled especially during these difficult times. Any help would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I closed my account via XXXX. They said it was closed and done. But now I know that I succeeded closed my saving account but there was XXXX left on my checking so they dont close my account. I thought lt was closed so i ignore anything else. Few months after, now they said i owned money because my checking was not closed so there is maintenance fee. Now the account is closed and they can't do anything at all. And keep saying its my fault. Thats it. Nothing they can do. And i have to pay for it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On Tuesday, XX/XX/2020, I viewed my checking account because I received a notification on my phone that my account was overdrawn and it should not have been. Upon researching my account as to the reason it was overdrawn I noticed the a provisional credit was reversed and debited from my account and I was charged an overdraft fee. The previous day, Monday XX/XX/2020, I withdrew from my account {$120.00}, in two separate transactions and they cleared. Those should have been the only pending transactions in my ledger with a remaining balance of {$4.00} ( receipts attached ). Suntrust bank manipulated the order of the transactions to warrant the overdraft fee. I cant get an overdraft fee from a withdrawal nor from a reversal of a dispute credit, they chose a transaction that had already posted to my account to make it appear the reason for the overdraft fee. I called the bank to ask them to remove the fee and I will deposit the amount of the dispute credit to get my account out of a negative balance and they refused. I called the dispute department to file a complaint against Suntrust bank for a fraudulent overdraft fee. The representative that assisted me in filing the complaint is XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A