Date Received: 2020-04-13
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: On XX/XX/2020 I opened SunTrust Checking and Savings accounts online and promptly followed up with applications for a Prime Rewards MasterCard ( Application ID : XXXX ), which was immediately approved for a credit line of {$2000.00}, and a Cash Rewards MasterCard that was declined ( supposedly because only one application can be approved at a time ; Application ID : XXXX ). Although the Card that was approved ( last 4 digits : XXXX ) showed up in my online account immediately, it was not very long afterward that it vanished and I was presented with vast assortment of misinformation over the course of the past week -- including being told on XX/XX/2020 by the Credit Card Underwriting Department that my Card had been stolen and later being told by the Credit Card Fraud Department ( reaffirmed this past Friday ) that a replacement Card had been ordered -- before being informed today ( by a representative who claimed that no supervisors were available ) that my information could not be verified and that I would need to bring my identification into a local SunTrust branch before the approval process could move forward.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home insurance is supposed to be paid by the escrow account. I have made payments on time and the account has adequate funds for this. However, the company did not make payment in time. I have until the XXXX or my policy will be cancelled. I contacted the company via email but they have taken days to response. The phone line is always busy and I was not able to get on the phone with anyone regarding this. It appears they are evading the issue. I have asked them to contact me instead.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78723
Submitted Via: Web
Date Sent: 2020-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After paying off my mortgage, SunTrust still owes me a total of at least {$680.00}. This is because SunTrust did not take into account the additional principal payments I made in XXXX and how that adjusted the allocation of principal and interest for the advanced payments I made. SunTrust provided an inaccurate payoff statement. To briefly recap, I had been ahead of my mortgage payments with no payment due until XX/XX/XXXX. This meant I had prepaid both interest and principal up through XX/XX/XXXX. In addition, beginning in XXXX, I began paying down the principal of the loan. This meant the prepaid payments should have been adjusted to reflect the actual, lower principal amountmeaning, more of the payments should have been applied to principal. SunTrust did not do that. In XX/XX/XXXX, I informed SunTrust that I would be paying off my loan before the end of the year. I was given incorrect instructions, which is what led to this mess. Because no payoff amount could be calculated ( likely because of my prepaid payments ), I paid an additional {$51000.00}. I was then informed by SunTrust representatives that I did not need to provide any additional payment, as I would be owed money from the prepaid payments I made. I specifically asked if I needed to pay more to avoid this nightmare situationI was specifically told not to pay anything more. As SunTrust admits, the numerous SunTrust representatives did not tell me the funds needed to be certified for a payoff to be processedhad they done so, I could have done so. I then was out of the country due to the holidays. Upon my return, I was frustrated to learn that SunTrust still had not processed my payments. On or about XX/XX/XXXX, after futile attempts to resolve by phone, I submitted my error resolution notice and request for information pursuant to 12 CFR 1024.35 et seq. In that notice, I specifically requested an accounting showing how its calculation of the {$720.00} overpayment of interest was made, to ensure that SunTrust did not take more interest than it was entitled to, and that the payoff calculation was correct. Given the numerous times I tried to resolve this over the phone, I was concerned about SunTrusts competency. Even though the law requires that SunTrust respond to my 12 CFR 1024.35 et seq notice within 30 days, I did not receive the requested accounting until XX/XX/XXXX, and only because by then I had submitted a CPB complaint. In other words, SunTrust closed my case even though it did not address all my requests. Upon evaluating the accounting, it confirmed my suspicion that SunTrusts calculations were inaccurate. In particular, I am still owed {$200.00} for the pre-paid XX/XX/XXXX interest. Even though SunTrusts XX/XX/XXXX letter claims that they did not receive any payments from me in XXXX, it specifically omits reference to the XXXX prepaid interest. That omission is a misrepresentation. In addition, I took the time and effort to put the information from the Customer Account Activity Statement into an excel spreadsheet. I have attached information here. I realized that SunTrust never adjusted my advanced payments to reflect the substantial decrease in payment from my additional payments in XXXX. By using an amortization schedule obtained from my SunTrust account in XX/XX/XXXX ( before it got closed down ), I was able to roughly estimate how those advance payments should have been allocated. From those calculations, it is apparent that I overpaid at least {$470.00} in principal. In other words, SunTrust tried to get the benefit of the higher interest application of my advance payments. Had I waited to pay those payments when they were actually due, more of my payments would have gone towards principal instead of interest. But SunTrust tried to penalize me for making advance payments by taking more interest than it was entitled to. Please see the attached documents for details.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2020-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: COMPLAINTANT has opened a bank account with " Suntrust '' on XXXX. Login and mobile access were operational until around XXXX when authentication tokens were generated as well as emails to remind linking external accounts were being sent. On XXXX at XXXX XXXX PST, Suntrust claimed that mobile access was suspended due to an " investigation '' that was started on XXXX. When COMPLAINTANT reminded Suntrust employee that access was working until XXXX and later on, the employee walked back on that statement and claimed XXXX was when investigation was started as well as stating that XXXX was actually the date when the accounts were created. Representative was not clear on ( 1 ) how or why this " investigation '' was started nor ( 2 ) how suspicious reasons were randomly detected, after calls for a different matter on XXXX around XXXX XXXX PST addressed no such concerns. It seems that this " investigation '' was started not because COMPLAINTANT has triggered the system 's fraud alert on certain criteria on its own, but by some manual review or interventions by the employees. COMPLAINTANT noted that no email, text or mail notice were sent by Suntrust to notify the COMPLAINTANT of sudden suspension of online access for 9 days. But rather Suntrust was waiting for COMPLAINTANT to reach out to Suntrust after being unable to access the online account for 9 days. It is baffling as to whether there is a rigid set of procedures where Suntrust detects anomaly and sends notices. ( Or whether it would have ever notified COMPLAINTANT of this " investigation '' and " suspension '' until COMPLAINTANT reached out to regain access to mobile banking ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95035
Submitted Via: Web
Date Sent: 2020-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-11
Issue: Problem with customer service
Subissue:
Consumer Complaint: I was issued a check for {$7500.00} from XXXX XXXX XXXX on XX/XX/2019 and the signatory was XXXX XXXX. The check of the Bank " branch banking and trust company '' and I was supposed to get the cash from the Account number " XXXX '', but I tried to get it cashed two times and both the times the check bounced. It was issued to me by XXXX XXXX who lives at " XXXX XXXX XXXX XXXX VA XXXX '' This Bank 's customer service is not helping me out, and during this epidemic of Coronavirus I need this money on an urgent basis. I am attaching the copy of the check with this complain. I need justice and the money as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2020-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I received both a new debit card and a letter from bbt bank sating that they are closing my account. When i called they said there was a problem with XXXX on my account. They would not give me any details but said they closed my account and i could go to any bbt drive through with ID and get the funds. I went today and they said it was at XXXX. I called the fraud department and got passed around for a while. They said they " see the notes saying i could go to a branch to get the money but sidnt know the details ''. Finally i was transferred to XXXX the supervisor. He told me that someone had reported " XXXX fraud ''. I have only recieved XXXX koney from my daughters father for the exact same amount as it is child support ordered by the state. I explained this and said there must be a mistake and asked how much the conplaint was for? He refused to tell me. I asked for the details that they used to determine that this fraud report was actually true and he said they dony have to tell me. I asked him how then they knew it wasnt fake then and he said, " when we get a XXXX conplaint we just automatically send the funds back. you agreed to these conditions when you used XXXX. '' I asked why my account wasnt negative then if there was a legitimate fraud report and he reaponded, " oh we just dont let your account go negative for XXXX. '' All i know is XXXX was the fraud investigator and that his name was XXXX but not how they made the determination or what proof eas used against me. I feel very taken advantage of since, according to bbt, i have no right to any information from them even though they have erroneously found me guilty. I dont care about the account but the way this situation has played out has me feel as if yhere was theft. I dont know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the last two years my escrow has not been right and every time I call Sun Trust they say they are going to review and get back with me. Last month in XXXX I had to pay {$1000.00} more because they said escrow as low. In XXXX my monthly payment was suppose to go back to normal and that did not happened. I just called Sun Trust to find out they merged with BB & T bank but we were not notified. However ; this should not affect them giving me the information that I have been waiting so long for. In XXXX I paid close to {$9000.00} in insurance for my house but this year my insurance went down {$2300.00} and my mortgage payment still went up. The keep giving me the run around and I need someone that can clearly explain to me why this is happening. I need a copy of my escrow audit for a least the last 5 years so I can understand why my mortgage that has a fixed interest keep going up and down even when taxes and insurance go down. I have been a customer since XXXX and not once I have been late. My partner the other owner is a retired military and we can not afford all this that is happening with our payments specially now with the coronavirus and losing hours of work. I ask your help please. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33166
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Victim of Fraud from XXXX. Paid XX/XX/2020 {$1600.00} for services not rendered/received and BB & T denied my claim for reimbursement. Debit card was used as Credit Card with no pin entered
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I inadvertently made a double mortgage payment, one manually and one threw automatic withdrawal. I have spoken for hours to at least 4 representatives explaining the situation and requesting reimbursement for one of the payments. They requested an unreasonable amount of information to process a reimbursement, however, all of the information requested was provided by my bank twice. I finally spoke with a representative on XX/XX/XXXX that said they had all of the information required and initiated the return of the second payment. I thought the issue was resolved until I received another phone call on XX/XX/XXXX, where yet another representative said that they did not receive the required correspondence. I would appreciate any help in resolving this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I submitted a dispute with suntrust bank in the amount of {$100.00} USD with the merchant being XXXX. I explained to suntrust that I never received my debit card and that my identity had also been stolen. I informed the rep that everything from my mailbox was stolen that day as well, around XXXX. I contacted XXXX XXXX because an account had been opened in my name fraudulently. I contacted the 3 major credit bureaus as well as XXXX ( consumer report ) in order to freeze my credit and consumer report. I received a letter from Suntrust around XX/XX/15 stating that my dispute had been denied. When I contacted the fraud department at Suntrust, I was informed that my dispute was denied due to inconsistencies. I asked to repeal the decision and also requested the information/documents used to make that decision. I received the appeal form and filled that back out and mailed it in. I called on XXXX to get an update, I was informed that my case was still under review. I also asked about the documents used in order to make the decision, and the document were never sent out. I informed the rep that i called XXXX, XXXX stated that they can help but they need to fill card number. I feel as if my case was just pushed to the side and not looked into like it should have been. Inconsistencies doesnt make sense if they would contact XXXX to get this situation resolved. When asking again for the documents be sent out, I was informed that I would need to go to a branch location with my ID, however there is no Suntrust Branch in my state. They are not doing anything to help with my dispute and its very frustrating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A