Date Received: 2020-04-23
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/2020 the amounts are the following : {$31.00} and {$81.00}. The company stated it takes 5 business days another stated it takes 4 business days for pending transaction to remain in pending but the bank information states 3 business days. The representative was asked to released the {$31.00} because it will not be shipped due to the Covid 19. They refused. This has happen several times with this bank causing NSF in my account. The bank representatives was read the disclosure verbatim and was told were to find the disclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42240
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX I have had my FHA loan for 10 years and I am current but having issues due to Covid-19. I contacted SunTrust ( hereafter known as Truest Bank ) my mortgage servicer to request a deferment on my FHA home mortgage. The mortgage specialist, XXXX, informed me that they were only providing forbearance plans of 3 to 6 months. Additionally she said that at the end of the time frame I would be responsible to pay the current month due plus all amounts that were due during the forbearance period. In my case this would mean that I would have to come up with {$6400.00} to bring my loan current. If unable to pay the entire sum, I had 2 options, I could refinance my 10 year old loan or they would try to come up with an agreeable payment plan. I turned down this option and once again requested a deferment of 3 months which could then be repaid at the end of my loan. She told me that the only thing they are offering is a forbearance to help the people. I said that this option was NOT helping people but could jeopardize my family home by potentially ending up in foreclosure at a future date. At this time because I was thoroughly frustrated, XXXX told me to contact the Home Preservation Department. It saddens me that Truest Bank are not working on behalf of me or anyone else for that matter. On XX/XX/XXXX the Truest home preservation department contacted me. I spoke with XXXX on a recorded line at XXXX XXXX. Once again she informed me that Truest Bank will only offer a forbearance of 3 to 6 months. At which time if I am unable to pay they may offer other options, but she was unable to specify what those options were. She suggested that they would offer an extension payment plan to make up the difference or simply refinance my loan. At this time I told XXXX that I didnt understand the banks position on this issue. I said, Back in XXXX after the housing bubble, which was caused by greedy banks, the US Government bailed you out with tax dollars provided by the people. And twelve years later Truest Bank is not here to help the people. At this rate, after their last merger, now being the 4th or 5th largest bank in the US, they will be foreclosing on many many homes throughout our country based on so many unknown variables. Unsatisfied with her response, I asked for her supervisor. I finally spoke with XXXX. She was a bitter angry woman and very rude to me. She then gave me the exact same information that I received from XXXX. I am a XXXX XXXX in XXXX, Florida. My company was closed by the government to allow for social distancing and protection of both my staff and our customers. During this time my income has stopped. When we are allowed to re-open our flooring store, I seriously doubt that customers will return right away. I have financially been affected by Covid-19, so have all of our potential customers. It will take some time before my family, my business and my customers feel financially and medically safe to request the services of my company. All of these issues are to no fault of our own. Additionally, my wife has been out of work for over 30 days and doesnt even have a return date. She is a XXXX XXXX XXXX. Her office has been unable to procure the necessary PPEs to reopen their office. At this time they dont know the new guidelines that will be in place for working in the dental field. Over the extremely long telephone hold times I decided to contact Congressman XXXX XXXX. I was fortunate enough to speak with XXXX XXXX. She was a world of information. She informed me that if my loan was federally backed, which it is, I was protected under the CARES Act. Since my loan is an FHA mortgage, she instructed me to contact the FDIC and the Consumer Protection Finance Bureau via email. She also informed me that SunTrust/Truest had similar issues after Hurricane Irmas State of Emergency. At that time they were required to give deferments and not forbearances. As my loan is an FHA loan and Truest Bank is the servicer, I am writing to you for help and guidance as to what can be done. Without your help this situation will become a huge loss to the US Government and all the people who will be impacted by this issue. In the end our Government will be left holding the bag again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Have tried 3 times to apply for COVID-19 payment forebearance through the app, an error message popped up saying unable, try again later. I have called but nobody will get on the phone to help me. My husband is furloughed and we are unable to keep up on our bills.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30701
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I checked my Suntrust account and noticed {$600.00} was taken out of my account, listed as a " Deposited Item Returned '' and then {$12.00} fee for " Deposited item returned fee ''. I immediately contacted Suntrust customer service who transferred me to the Fraud department. The guy I spoke with reviewed my account and could not figure out why {$600.00} was taken out along with the {$12.00} fee. He said the department that would be able to handle was closed due to COVID-19 ; the only way to get it handled he would need to send an email. Today, XX/XX/XXXX, I called back Suntrust Fraud department to see what was going on and where this issue stood. The first lady I spoke with dug into a little more to see what was going on and stated there was a check for {$600.00} and gave me the check number made out to XXXX XXXX XXXX. I told her none of that makes any sense as I have never done any kind of business with XXXX XXXX XXXX. She stated there was nothing else she could really do so I asked her to transfer me to someone else. She transferred me to another lady who again, looked into it in more detail. Upon actually digging in a little more, This lady said it was {$600.00} check returned from a deposit. She even said it didn't make any sense because looking at my account, there wasn't a {$600.00} deposit so why there was a " Deposit Returned '' she didn't know. She dug farther and pulled the check with the Deposit Return of {$600.00} for XXXX XXXX XXXX, She said it didn't even belong for my account. It looked like there was an error on Suntrust side, but she couldn't help do anything to fix it, She stated I would need to go to my local branch, they would be able to help. She stayed on the phone an additional 15 minutes putting in notes so that it would be easy for the branch to help me, She stated the branch would just need to call them in which should could verify and there shouldnt be any issues. I called my branch to see about coming in to get this whole issue fixed in which they stated they are not doing any banking what so ever in the lobby so it would need to be done through the drive thru but before doing so, She asked me what the issue was. I explained in detail about how the fraud department told me there was a {$600.00} Deposit Return that wasn't supposed to be for my account. She then looked at my account and again, stated it didn't make sense but per her bank manager, They needed to contact another to department to verify what was going before they could do anything. They would call me back. The branch called me back and said they can't get ahold of the department who handles this. So they keep calling them and then give me another call back. I got a call back, only to be told the department still wasn't able to help them so they sent them an email. Once again, I'm back to this department that seems to be closed or no one working. {$600.00} was taken from my account out of error plus I was charged a {$12.00} fee for a deposit return fee. None of this makes sense and absolutely no one can help me. Fraud department determined it shouldn't of come out of my account but couldn't fix the issue, the branch would need to. The branch can't fix the issue until another department looks into this. XX/XX/XXXX, There was a credit to my account for {$600.00}. Then an hour later, the {$600.00} was taken back out of my account. I called my branch who still hadnt called me back, the branch told me that someone was supposed to call me but the lady she spoke to said the credit of {$600.00} was an error and the {$600.00} was due to a XXXX transaction. The XXXX transaction was already taken care of and Suntrust took that money out on XX/XX/XXXX, AS it CLEARLY shows in the account info. She told me she couldnt help me and Id have to call the XXXX number again but that she agreed the transaction on XX/XX/XXXX was different than the XXXX. Called the XXXX number again and the new person I spoke with also confirmed the XX/XX/XXXX wasnt regard to the XXXX as usually a Deposit Return had to do with a check. She said once again, the same as everyone else that it showed XXXX XXXX XXXX then she looked at my account and once again said it made absolutely no sense at all as looking through my account, she couldnt see where {$600.00} has ever been deposited to be warranted for a {$600.00} return. But she cant help me and had to send an email to other department who could take 2-3 days to get back to her. This has now been 5 different people I have spoken with, who all have agreed, the {$600.00} Deposit Return doesnt seem correct for my account and also confused as to why I had received a {$600.00} credit this morning only to get it taken again an hour later for funds held. Note : The last deposits Ive had are from the IRS and a payroll check in which my company checks ironically come from Truist, no where do I have a XXXX XXXX deposit or have I ever banked with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28012
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are fraudulent inquiries on my credit report that I did not authorize.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Around XX/XX/XXXX I was alerted of a new account open in my name when I saw my credit report so I contacted BB & T to make sure it wasnt granted because I experienced fraudulent accounts open in my name from this bank. The agent assured me no account was granted because I had a fraud alert preventing verification of my identity and the account could not be open. Moving on around XX/XX/XXXX I was contacted for credit line increase that I did not XXXX XXXX I contacted them again via Certified Mail to assure them to close the same account that was not supposed to be open. Now its XX/XX/XXXX it shows Closed on my credit profile with a balance of {$5000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX BB & T does not allow auto pay with anything other than minimum payments forcing you to either pay each month manually or paying forever and never getting out of debt. This is my only card that does this, all others allow you to set your auto payment amount to whatever amount you choose. This should not be allowed, it forces the poor or uneducated into bondage! I called and spent thirty minutes with the bank personnel and then the supervisor and she confirmed very politely that they don't allow that option. I informed them I will pay them off soon and never bank with them again. It just seems to me this should not be allowed to continue, and I hope a complaint filed this way has some teeth and will convince them to change policies. Thanks, XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76048
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: My identify was stolen and was used to apply to credit cards, loans, cellphone account, and to open two accounts with suntrust bank, see attached images.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91344
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to Covid-19 I wanted to explore my repayment options on the mortgage. My loan is serviced by SunTrust, which is now Truist. I first spoke with a representative from Suntrust by the name of XXXX XXXX. He explained that no deferment was available, and by direction from XXXX XXXX ( The owner of the loan ) they have only been advised to offer a Forbearance. I did not see the benefits of the forbearance program, except for as a fail safe. XXXX explained that I could enroll into the forbearance program and keep my bi-weekly recurring auto ebit schedule. SunTrust would continue to debit me automatically on my same schedule, but if I could not make a payment at any time, I would " fall back '' onto the forbearance. The ability to keep my biweekly recurring auto payment was the ONLY reason I agreed to the program. SunTrust makes you jump through hoops to enroll into bi-weekly debits, which ultimately save a customer money in interest the long run. You have fill out a form, wait a month, and pay your mortgage up a month. Before my refinance my loan was serviced through XXXX XXXX, and I could set up bi-weekly debits within minutes on their website. I think SunTrusts practices on setting up bi-weekly debits is borderline unfair and deceptive. It should be simple for a consumer to set up their mortgage in a way that's beneficial for them to save money on interest. Seven to 10 days later, I also spoke with a representative from Home Preservation - the department that handles the Forbearance process for SunTrust. She also advised me that I did not have to stop my bi-weekly recurring auto debit. She also went a step further and said that if I did, I would have to go through the process of re-enrolling, which I just explained is not consumer friendly. I confirmed with her multiple times that I did not want to do this. My home preservation specialist name is XXXX XXXX. The representative stated that I could enroll into Forbearance and keep my auto payments, just like XXXX did above. My bi-weekly payment was scheduled to debit on XX/XX/XXXX and it did not come out. Later the next week I received a letter from SunTrust stating that I was enrolled into the Forbearance program, and my recurring auto debit had ceased. I spent the entire week of XX/XX/XXXX to XX/XX/XXXX unsuccessfully trying to get hold of XXXX XXXX or anyone at SunTrust and Home Preservation - including waiting on hold 2+ hours several times and sending multiple emails. SunTrust 's IVR phone system states that I could leave a call back number and receive a call back within 24 hours, which I have not received. When I finally got through to someone on XX/XX/XXXX, I was advised that I was misinformed. I requested my situation to be escalated for a solution. I want things to go back to normal, even if I have to withdraw from forbearance. Enrolling into forbearance was me being proactive, and looking at the worst case scenario due to the uncertainty surrounding Covid-19. All the while I have the funds to pay, and want to pay on my bi weekly auto recurring schedule. Interesting to note that the entire enrollment into the Forbearance program is done verbally. There is no e-sig or signature required to sign that clearly outlines the program and contract. If there was, and it was delineated that auto-payments would stop, I would not have enrolled. I spoke to two representatives who advised me supervisors were unavailable. Neither person was able to clearly articulate a path back to normalcy and guarantee no adverse effects on my account or credit. Also, they stated I would have to go through the SunTrust run around to re-enroll into bi-weekly auto recurring debits, which again is a hassle. Matter of fact, it took me several months to enroll into this program the first time after my refinance from XXXX XXXX, simply because you have to jump through so many hoops! That cost me money in interest, and I think those practices are not consumer friendly and I would guess it's intentional process decision made to boost interest revenue for the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66212
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The banking institution is XXXX Bank, I was approved by the bank for a HELOC loan in XXXX of XXXX. I took a distribution ( XXXX : XXXX ) in XXXX of XXXX with a variable interest rate. I have no problem with that transaction because all went as I understood and agreed. On XX/XX/XXXX, I took another distribution XXXX XXXX : XXXX ), also with a variable rate. That transaction and resulting payment is what I have the dispute with. Also, I have a concern with the application of reduced prime rates in XX/XX/XXXX to both loans. On the phone with the loan officer at the branch, my understanding of the loan amount to be paid on the outstanding balance which included both loans was {$920.00} per month. The payment charged was {$1000.00}, {$160.00} more than what I understood the payment to be from that conversation and to what I agreed. The bank is saying the {$920.00} was for the first draw and that portion of the second draw which is subject to the interest rate for the remaining days of the month and not for the entirety of both loans. At the time of the phone conversation/authorization this wasnt my understanding. And, I understand the payments would adjust as they are variable and tied to the prime rate. However, this difference isnt due to the variability of the rate but to the difference in the calculated loan amount and the rate as applied to that amount. I have spoken with my case worker assigned to my case by the XXXX XXXX ( XXXX ). She is from whom I got the banks position and information. She is who said that they, ( the bank ) had reviewed/ listened to the transcripts. When I asked her for the transcripts so that I would be able to listen/ review them to hear or read the conversation for myself so that I might be able to support my position, she said that I would have to subpoena the records. I would like you to assist me with this process. Also, I want to know if the bank has charged me the correct amount of interest regarding the lowering of the prime rate by the FED twice in XXXX : XX/XX/XXXX XXXX %. XXXX %. My loans are XXXX and XXXX
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: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A