Date Received: 2020-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am looking for loan forbearance under the covid-19 assistance from SunTrust bank. I have spent over 36 hours on hold only to be cut off. I try to fill out the form on their website and it does not recognize my loan number. I can not find a means to email them. There is nothing on their website to email them. I can not find an email for their corporate offices. None of the phone numbers I have called are answering or giving an option for a call back. I am a customer of SunTrust and have no way to talk to a live person to discuss my issue nor to communicate electronically. I am completely shut out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2020-04-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to reach out to my Mortgage, Sun Trust Mortgage, regarding COVID-19 problems and hope to hold my payments for few months. They do not have an option on their web site to hold the mortgage payments. They do not answer the phone. I was on hold for 3 hours and they did not pick up. This is not right. I would like to file a complaint against them. All other Mortgage Banks are helping people. If you go to their web site, www.suntrust.com - There is a box for " Request Payment Relieft '' They have listed credit cards, line of equity, etc.. But, NOTHING ON MORTGAGE PAYMENTS. Please contact this lender to see why they are not doing anything on the Mortgage Payments. Thanks,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91364
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: This auto loan was opened on XX/XX/2020 in XXXX, NC with BB & T in my name. I have NEVER been to North Carolina and I have NEVER been a resident. I have filed a dispute twice through my credit bureaus but both times BB & T has claimed that this is an accurate loan. Which I wasn't aware of until today. I have tried to contact BB & T multiple times but I have never gotten through to a live person. I do n't drive and I have never owned a car before. I didn't have any knowledge of this account until I checked XXXXXXXX XXXX and noticed it. I've tried twice to dispute it. Additionally I never received any bills or information about this account. This is my last resort in trying to remove this fraudulent loan off of my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Company : XXXX Suntrust Issue : Student Loan Servicer continues to erroneously report past due payments on 8 federally backed student loans when the accounts were or should have been in In-School Deferment status during all months that are reported " late '' Suntrust was a servicer of 8 of many federal student loans which I consolidated in XXXX XXXX. XXXX Suntrust is reporting late payments on all loans from XX/XX/XXXX-XX/XX/XXXX as late. The status reported specifically is 30 days, 60 days, 90 days, 120 days ( progressively late by 30 days each month ). Prior to consolidation in 2017, I had multiple loan servicers -- and not one of them reported the loans as late because they were notified by the Department of Education Clearinghouse that I was a full-time student. I contactedXX/XX/XXXX Suntrust by phone on or about XX/XX/XXXX. The agent that I spoke with said that the accounts should not be reported as late. I followed the call up with a letter because I had previously filed an online dispute with the credit bureaus to which XXXX Suntrust responded certifying that their reporting was correct. It appears that the XXXX Suntrust accounts were deleted from two bureaus because the accounts " aged out. '' However, the accounts are still reporting on XX/XX/XXXXas I got a second notice of XXXX " certification '' that the late payment reports were correct. I am submitting this report because I intend to file an action against this company for continuing to report erroneous information after the company was on notice that the status of the loans was In School deferred and thus should either not be reported or reported as on time and current. The Shelter-in-Place directive has brought non-essential federal court proceedings to a halt. I realize the CFPB is not a judicial body. This is to document the timeline of my complaint for statute of limitations purposes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55024
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage with Suntrust. I lost my job, and I can not reach Suntrust to request mortgage forbearance under the CARES Act. I believe that Suntrust may be avoiding and evading its obligations under the CARES Act to grant mortgage forbearance to borrowers by deliberately making it impossible to contact the bank. Suntrust has : 1 ) hidden all guidance about mortgage forbearance on its website so that it is impossible to navigate to within its website ( I had to find it through an external search engine ) ; 2 ) failed to post on its website ANY accurate information about borrower rights under the CARES Act ; 3 ) required mortgage customers to speak to a phone representative to request forbearance, and 4 ) understaffed or non-staffed its mortgage customer service phone line so that it is impossible to speak to a representative to request forbearance. Yesterday, XX/XX/2020, I waited on hold on Suntrusts customer service line for two hours and 28 minutes, at which time the line simply went dead. No one answered, and I did not hang up Suntrusts system just ended the call. After two hours and 28 minutes on hold. Feeling desperate, I tried the line again tonight, XX/XX/2020, when Suntrust *says* it staffs the line until XXXX XXXX. It is now XXXX XXXX and I have been waiting tonight for one hour and 15 minutes, with no end in sight. So here is my question : who is checking to make sure that Suntrust is making reasonable efforts, or indeed any efforts, to enable borrowers to request forbearance on their mortgages? What if they just dont answer the phone, ever? What if that works out better for their business and they just dont care? I have to wonder.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I contacted the CFPB previously about the inquiry about the financial insitution previously stated in my claim ID # XXXX. I spoke with an institution that did not state who their name was when I spoke with them on the phone, believing from their letter to be from the VA. We provided them with information not realizing they were from another financial institution and never gave verbal or written authorization to run my or my husband 's credit. I would not have authorized the credit reporting had the person I spoke with asked or stated that was a step they were going to take. The FDIC closed my case # XXXX and when i spoke with them on the phone with them about it, they said to contact you guys again about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98632
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Due to the Corvid19 I had contact Suntrust Bank to request to have my payments deferred, they allowed 60 days with no payments but the balance will accrued interest, I find that ridiculous with the issue that we are facing in our nation that they will keep charging interest, this will make my balance higher for something that's not the consumers fault, they will waive late fees but not interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust seems to PURPOSELY not answering their mortgage line for customers seeking help/payment arrangements due to COVID-19. I have called 4 days to wait on the line for over 4+ HOURS!!! For no one to answer or respond. And TWICE the line just disconnected on it's own. This seems undoubtedly intentional. I have several screenshots to show the ridiculous hold times. NO ONE should have to wait this long for ANY service, much less, to NEVER get an answer. Please look into them allowing this on purpose to prevent costumers from getting relief services. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage through Suntrust ( now owned by Truist ). I've attached the pdf of Truist offer to " help '' to those people who need assistance due to the Covid-19 pandemic. On the above mentioned pdf, Suntrust mortgagees are given one phone number to call in order to speak to someone directly about our specific situation and needs. However, each time I call, I am placed on hold for hours at a time with no one ever answering. In fact, I was just " disconnected '' after almost 4 hours of waiting. There is no online way of connecting with them, and when I call other Suntrust numbers ( ie Client Services ), as soon as I get hold of a live person and say I need mortgage relief due to Covid-19, I get transferred back to that one same number that I have already been calling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90230
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2019 I paid my mortgage payment to BB & T bank using my XXXX XXXX account. For some reason, my payment was rejected due to an error in the ACH number. I was never contacted by BB & T that my payment had failed. In XXXX, I went to inquire about my credit score to try to look into a better rate for my mortgage and was appalled that my score was significantly lower than it had been previously. I found out that BB & T had reported that rejected payment as unpaid. I contacted BB & T and have a voicemail recording stating that the payment was eventually received, that the payment was backdated, and all late fees and penalties had been removed. That being said, BB & T is refusing to remove the error from my credit report, which is causing me to be unable to seek improved mortgage interest rates. As a XXXX American Veteran, I feel that this is an abuse of power and an act of discrimination in an attempt to keep my existing mortgage from being moved to another company for better rates. Let me also add that when I initially contacted BB & T, I was given an address to send a letter to regarding the situation and the reply that I received back from them was that they were not going to remove the bad credit statement. I don't know where else to turn regarding this situation, please offer any insight. Thank you so much. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A