Date Received: 2020-04-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a conventional mortgage on my home, and I have never missed a payment. I got this mortgage with a mortgage company that unfortunately sold the mortgage account to the SunTrust Bank, merged today with BB & T and with the new name of Truist. I am foreseeing financial hardship in the future because of the Covid-19 crisis, and would like to get to an arrangement with Trusit in case I need help in the next 2 to 3 months with my mortgage payments. Truist has zero customer service during this pandemic times. The only way to get help with mortgage issues is by calling the number XXXX-XXXX-XXXX, but the problem is that my domestic partner and me have been on hold for up to 3 hours in several occasions and we have never been able to reach a representative. We turned to the community and all other clients of Truist are experiencing the same problem, some holding for up to 5 hours in a call without ever getting an answer. The few cases we know that got through after many hours, are extremely disappointed, since all Truist offers is a 90 days forbearance, in other words, people who chooses this option will not pay anything for 3 months, but will have to produce the mortgage payment of all 4 months on the fourth month or will face foreclosure. Is this even legal? Since calls don't get answered, I went to a branch risking being on the street, emailed their ''customer support '' address and even wrote to them on social media ( XXXX and XXXX ). I have never received an answer. Please help investigate what is going on with Truist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33186
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: Managing an account
Subissue: Banking errors
Consumer Complaint: I only had deposited XXXX into My new account at BB & T and spent it all in XXXX. I did not ask the bank to pay for any overdrafts in my contract explicitly. Today at XXXX XXXX I deposited XXXX Into the same account. I discovered my debit card was blocked, so I went to an ATM at the airport to see what was going on with my account and made an inquiry. The ATM said my account was negative XXXX. Which is not true because the XXXX was just spent up today and I could make no purchases the entire day and just deposited XXXX and out of no where the Airport ATM is saying my bank is trying to steal XXXX from me in fraudulent false miscellaneous fees. This is an error and I dont have a negative account. I need assistance because I fear my bank is trying to quitely steal almost 700.00 from me without cause. Please have management contact me and not a representative of a manager.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I have a mortgage through BB & T Mortgage. I live in California. My husband and I are both out of work due to the state wide mandated COVID-19 Lockdown/ Quarantine. I am not being paid and have been forced to file for unemployment. I have tried to call BB & T bank to discuss our options. I have called every day since XX/XX/2020. I have spent multiple hours on hold and have left messages. No one has ever picked up the phone nor have they returned our calls. On BB & Ts website, it states in the FAQ that they will give a 3 month forbearance but at the end of that 3 months, they want you to pay the full amount due. That would be 4 months of payments in one lump sum? How can we possibly do this? This is not going to help us. We have never paid late on any mortgage loan. This company is not helping the community during this horrific time of loss. What they are doing is creating more stress and potential heath problems due to their lack of communication and unreasonable solutions. We have been mandated by our government to stay home. Its not our choice. Therefore, this issue is not our fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: BB & T placed a lien on me personally. The obligation has been satisfied in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21227
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I checked my credit report and noticed the following inquiries that I never authorized : XXXX XXXX XXXX XXXX Inquiry from XX/XX/XXXX + XXXX/XXXX Inquiry from XX/XX/XXXX + XXXX/XXXX Inquiry from XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10040
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Suntrust put a hold on my account to investigate and close it without notifying me. I have over 1k in the account that i cant access and use to pay my rent or buy food. I have been on hold with different people for hours to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32119
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XX/XX/2020 I received a collection call from Regional acceptance at XXXX XXXX EST, apon anwsering the call lasted 23 second and no one said anything but hung up. I returned the call and talked to someone about the issue and they did not want to listen to my complaint till they asked about the account. I asked for a supervisor which was XXXX and he said they were sorry they called and noted it was on their computer that I was EST, appoligised about it then realized he had talked to me before several months back about the same issue. This has happened multiple times before and I was told it would not happen again But it did, XXXX said he would reach out to management again but it has not been corrected before.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28304
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I attempted to bring my loan current through submitting a payment of {$12000.00} on the XX/XX/XXXX. The check cleared the attorney 's account on XX/XX/XXXX. I submitted a payment in mid XX/XX/XXXX that cleared my business account just the same. My house was sold on the court house steps in XX/XX/XXXX. Every time I call Suntrust they are researching the file or I can not get through. At no point did Suntrust call me to inform me nor my attorney that the amount I submitted was insufficient. Talking with the help line, they said they refunded the amount to me, but I have received a check nor have my attorney. I would like for the bank to overturn the foreclosure for wrongful decision.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: In view of the ongoing novel coronavirus pandemic, I requested Sun Trust Bank 's representative, through online Banking mode, to close my Money Market Bank account ending with XXXX and transfer the proceeds to my checking Bank account # XXXX XXXX XXXX. I made that request on XX/XX/2020 to maintain a higher balance in my checking account so that I could access funds for meeting my expenses including potential health related expenses due to ongoing pandemic. The Sun Trust Bank representative asked me to confirm my mailing address. I did so. Thereafter, I was shocked to receive a letter from Sun Trust Bank that they are closing all my accounts including Checking account. The Bank did this as an unfair Trade Practice to discourage customers like me from taking recourse to close their Money Market market in times of emergency. Without a checking account I will not be able to use Banking channels to access funds or receive payments since I am an XXXX XXXX. You are requested to advise Sun Trust Bank not to deny Banking facilities to existing customers while our country is going through a catastrophic economic and health challenge. I have always maintained average minimum monthly balance and never failed to pay any credit card bill. I have been a good customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Someone hacked into my Suntrust bank account and performed the following actions : On XX/XX/2020, used XXXX to transfer {$450.00} to XXXX XXXX On XX/XX/2020, used XXXX to transfer {$450.00} to XXXX XXXX On XX/XX/2020, used XXXX to transfer {$470.00} to XXXX XXXX I did not authorize any of these transactions or was aware of it until XX/XX/2020. I checked my account and noticed the unusual transfers. I immediately contacted Suntrust Bank Fraud center to report the issue. The representative gave me a case number and told me to check back on XX/XX/2020. She also told me that Suntrust will credit the lost money to me during that investigation period. However, I never received any credit from Suntrust. On XX/XX/2020, I contacted Suntrust regarding the case. I was simply told that the case was denied due to " Inconsistency ''. I asked for clarification and the representative said that he can not explain anything further than what the investigator reported. He also said that " I need to be able to prove that I was hacked in order for them to continue with the investigation '', and " without additional evidence from my end, the case will be closed and can not be reopened '', and hung up on me. I called back and spoke to another representative and was told the same thing. This representative however told me that he will send me an email to fill out the appeal form to have the investigators look at my case again. I waited till the next day and did not receive any email so I contacted Suntrust again. This was on Saturday XX/XX/2020. Another representative told me that Suntrust will send the form to me via mail instead of email. I have waited until today ( XX/XX/2020 ) and checked the mail every day but no form was delivered. Please take a look at this case and let me know if theres any additional information I can provide to support my case. I just really dont know how to prove that I was hacked. Thank you very much for you help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32822
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A