Date Received: 2020-04-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Called Suntrust over 10 times including local branches. Wait times over 30 minutes and still only offered forebearance, no loan modification options despite repeated requests. Suntrust mainly offering forebearance at this time on the front line. I can't get in touch with anyone that can provide any other assistance. I have tried since XX/XX/2020 and have detailed list of each of my calls. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2020-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-18
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I reached out to Regional Acceptance Corporation on XX/XX/2020 by certified mail. The context of my letter stated that there was incorrect reporting to the credit bureaus under my social security number. I asked them to verify that the account was mine and to send verifications to me within 30 days. The company sent out a statement on XX/XX/2020 from a XXXX XXXX but did not verify that the account was mine. I sent out a 2nd letter on XX/XX/2020. The context of this letter stated that I needed verification that the account was mine. Again, they sent the same letter on XX/XX/2020, with no verification, just a statement from a XXXX XXXX. On XX/XX/XXXX I sent another letter stating that I just wanted to know who the account belonged to, please verify that it is mine, and to inform them that they had broken the law by not marking the account as " disputed '' on my credit reports within the 30 days as the law states and as a result they must remove the inaccuracy. The company sent me a letter on XX/XX/XXXX stating that I was harassing them, that my claims were frivolous, that I could look for the " disputed '' addition to my credit report in XX/XX/2020, and that they would no longer respond to me because the matter is now closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2020-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My card was stolen and i reported it to the bank right away. they refused to investigate and denied my claim even though i reported my card being stolen immediately they still let the fraudlaunt charges go through and are telling me i have to pay them MY CARD WAS USED IN ANOTHER COUNTRY
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2020-04-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On Friday, XX/XX/XXXX, I received two pending transactions from XXXX XXXX on my account that I didn't authorize. I filed a dispute with the bank ( BB & T ) as well as with XXXX XXXX as soon as possible. Thursday, XX/XX/XXXX, I received a XXXX XXXX debit card that I hadn't requested. I let XXXX XXXX know, and they were able to trace the card to the account that was opened using my information. They closed the account and told me they would work with my bank. Friday, XX/XX/XXXX, my bank told me that they closed my dispute and I wouldn't be receiving my money back. I told this to XXXX XXXX, and they told me they wouldn't help me either. I'm currently at a loss, even though I can show that I didn't authorize these transactions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17602
Submitted Via: Web
Date Sent: 2020-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I received an email from XXXX stating that due to the Department of State advisory of US citizens to avoid all international travel, my all inclusive resort reservations were cancelled, that they could not refund my money and if we wanted our money back, we should contact our financial institution. I immediately filed a fraud claim with BB & T that morning. On the XXXX I called BB & T Fraud to obtain a status, since they never called me back to tell me what I needed to send them to prove my case, like they advised on the call of XX/XX/2020. They then said to send any correspondence that gave out the dates to prove I had already not taken the vacation, the email receipts of the monies paid and the cancellation email where it states that they were not refunding our money and that we needed to contact our financial institutions for a refund. I sent what was requested, I called to confirm receipt and then I waited. On XX/XX/2020 I called BB & T fraud to check the status and I was told by XXXX @ XXXX that it was still under review and that they were trying to contact the merchant and that me getting my money back was contingent on BB & T collecting from XXXX, which I disputed since the bank is FDIC insured for such fraudulent activity. On XX/XX/2020, I received a letter dated XX/XX/2020 stating the claim was denied because no fraud was committed and that they would not return my money. I called on XX/XX/2020, spoke with XXXX again, who was very rude and adamant about the fact that since this was due to COVID19, BB & T did not need to give me my money back. I explained that all though that is what the email and website say. It is all over the news and it is common knowledge at this point that XXXX went bankrupt. She then began speaking a little louder and I asked for a supervisor. I was told she could not, that they were busy in meetings. I hung up and called again after speaking to the other family members that had their bookings cancelled by XXXX and they had all gotten their money refunded back to them by their banks. I called my friend that is a loan officer of a local bank and he told me that if I paid for a service that I did not receive and I can prove it, they would have to return my money regardless if they manage to collect funds back from the merchant or not. That the bank is insured for such losses. I called back again and asked to speak to a manager, it was XXXX who answered and she just hung up on me. Then I called back and picked another option, so that I may get another person in fraud claims other than XXXX. This time XXXX told me that she knew that there were many of these claims that the bank has been in communication, that other financial institutions had returned the money to their clients and that her mother worked for an airline and had told her that XXXX went bankrupt. She tried to get a supervisor for me, but after a very long wait, no one answered her. She took down my information and said that either Supervisor XXXX or XXXX would call me back. I have never gotten a call back. No matter how many times I call, and I request to speak to a supervisor, I never get one. The all inclusive resort has not cancelled any of their reservations. This is a destination wedding and all of the persons that booked directly or through other travel sites still have their reservations intact. Also, everyone who booked through XXXX got the money returned to their account, except me and no one at BB & T can explain to me why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33919
Submitted Via: Web
Date Sent: 2020-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a Suntrust mortgage on a home in VA. I have never been late on a payment until XX/XX/2018. I have a lease purchase agreement that requires the lessee to make the payments at the branch. On our about XX/XX/XXXX, a payment in the amount of {$6000.00} was made. Unfortunately there were insufficient funds and the check was returned. Suntrust attempted to redeposit the check 3 times and each time it was returned. On XX/XX/XXXX, I was notified that the check was returned for insufficient funds. Since this payment was due on XX/XX/XXXX and since I was notified after the 30 day window, Suntrust informed all credit bureaus that I was 30 days late. My Credit score dropped approximately 60 pts on credit bureaus. I believe that Suntrust had the opportunity to inform me that that the check was returned before XX/XX/XXXX. I have discussed this with Suntrust and submitted a dispute and it was denied. I have clearly been treated unfairly by Suntrust and they have no intention of accepting any blame for the lack of notification. My complaint filing is delayed, because I never new this was an option until recently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2020-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went to the BB & T at XXXX XXXX XXXX, XXXX, TX XXXX to make a wire transfer of {$5400.00} to an auto auction I bought a car from. The manager said that I wouldn't be able to make the wire transfer because I have 2 pending wire transfers on the account. I told him that I authorised those and that one was for my wife 's car and one was for a car title. I told him that I have more than enough money to proceed with this wire transfer but he said he will get an approval before doing so. A few minutes later, he called and asked if I was using my personal account to do a business, which I told him no. The cars I'm buying are personal cars for my wife and for myself. The car I use now is a rented car and same as my wife. After about 10 minutes, he called to tell me that my account is locked because of the XXXX transactions I have on my account. I told him that the reason is absurd because I made those XXXX transactions myself. The only XXXX transaction I received were 2 transactions from MY XXXX BALANCE which I offered to show him proof and that it was from my balance and from a friend I trust. He said the XXXX came from a bank and I told him no that it was from a friend who sent it to me today and I transferred to my balance. He insisted that the XXXX transactions are fraudulent and because of that my account would be locked while it is being reviewed. I got angry and told him I wanted a check with my money immediately, even if it meant closing my bank account as I have urgent need for my money. I need to pay for a car as I'm currently renting the car I have right now and the engine is already faulty. After going back and forth, he insisted that my account will remain locked for as long as they like until they review the transactions. This is unfair to me and I want my money back immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2020-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am currently on the phone with a representative by the name is Ms. XXXX who is taking. a look at the account to see why my claim was denied.She states I made a statement to a representative that I gave my cousin the card to use to try and see if the bill could be lowered that it was in fact permission to use my card. The problem is that is not accurate I would never give a 3rd party my card without me written consent. I NEVER signed anything or agreed to have my card used. My information was taken in order to see if there was a way for the bill to be reduced but I did not authorize an amount to be paid. I do not understand how they can allow an establishment to withdraw funds without consent period. That is like stealing and they are giving them the right to. If the money was sitting in my account and there was something that happened where another person filed a claim against me using 3rd party the money would just be taken and there would be no questions asked so this is not fair morally and legally questionable as well. I stated to the representative that if they wanted a police report I will be glad to go and get one. She said that I do not need to have one. I do plan on calling the police however, due to the pandemic do not know how long it will even take. I will follow up regarding the matter. Right now I just want the record to reflect that the bottom line is I never gave my card to anyone and I NEVER authorized payment as stated. I sent over a copy of my bill and told them that XXXX XXXX is/was working with me to get the bill paid but now because there was a payment I have to reapply. This payment was as stated and not what they deem it to be. It is unauthorized and therefore should be returned.
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: 2020-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: We/I made it clear that the reason for making a bank account in such a distance from our locations is to make accounts at banks that have significant distance barrier from where we are. ( Preferably places where banks have no employees or branches near our residence ). This all happens to coincide while launching a litigation with a local bank in VA. ( 1 ) On XXXX around XXXX XXXX PST representatives addressed no such concerns. And two external transactions for credit cards were made on XXXX. ( 2 ) Returned a voicemail on XXXX at XXXX XXXX from/to XXXX XXXX but no response was given. ( 3 ) On XXXX at XXXX XXXX PST, Suntrust claimed that mobile access was suspended due to an " investigation '' that was started on XXXX. ( 4 ) However on XXXX at XXXX XXXX, weeks after mobile access was disabled, an email was sent to ask us to check a letter via mobile access. ( Meaning mobile access should have been possible during the time Suntrust was processing this " account closure '' request from us ). Interestingly, the letter stated we were the ones to close the accounts, and not due to an " investigation. '' Finding this odd, we tried make another account, until app access was suddenly revoked during the application process, 4 steps in XXXX XXXX. While we recognize bank 's right to refuse service to anyone, we'd like to say that Suntrust employees had to fabricate reasons to circumvent their own system to terminate our accounts. System emailed to ( a ) after re-enable access, ( b ) ask the users to login/retrieve the notices that accounts have been closed. ( c ) seize access on its own again during another application, ( d ) prevents letter retrieval. ( Not to mention this " intelligent system '' hasn't detected any strangeness beforehand ). System itself didn't detect any wrongdoing or strangeness for several weeks until its employees suddenly " detected '' and started " investigation '' on non-existence issues to claim that we were the ones to ask the account to be closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94566
Submitted Via: Web
Date Sent: 2020-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On or about XX/XX/XXXX, I contacted Suntrust mortgage regarding the forbearance program. After waiting on hold for close to 6 hours, I spoke with an individual who described the program. The program was available for 90 days and in about 45 days they would contact me to see if I needed it to have it extended. During that time I would still accrue interest, but no payment was required. During that time I could make payments. I was also told that there would be no effect on my credit score and that Suntrust would let the credit bureaus know during the forbearance period that I remain current. On XX/XX/XXXX, I received a notification from the credit bureaus that my score went down 20 pts. After reviewing my report I learned that Suntrust had notified all bureaus that I was in forbearance on my Suntrust Mortgage. The call with Suntrust was recorded so I have attempted numerous times to contact via telephone and each time the call gets disconnected during the on hold queue. I have also sent emails regrading this to XXXX XXXX is the Home Preservation Client Representative. Her email is XXXX and her phone number is XXXX ext XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2020-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A