Date Received: 2020-03-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had to reveal my full SSN, Pin #, Mother 's Maiden Name, Address in order for my bank to talk to me about the below concerns, which is also concerning. I deposited 2 checks from a money market account on XX/XX/XXXX. The first check for {$5000.00} cleared but Truist is still holding funds from the second check for {$2500.00}. I wrote a check for XX/XX/XXXX in the amount of {$5400.00} that subsequently bounced on XX/XX/XXXX. I spoke with Truist today and there is nothing wrong with the check -- they are just holding the funds, causing me to bounce the check, which could lead to foreclosure on our house. The only coherent explanation was that : 1. The funds were significant, which is why Truist could not clear it, and 2. It was my fault. If $ XXXX-XXXX is a significant amount for Truist, then I wonder how the merger between SunTust and BB & T benefits America and its citizens. The resolution offered by Truist was to call their CEO ( whom could not be named ) at ( XXXX ) XXXX. When I called this number a voice recording replied that no one was available to help. Feels like Truist is now insolvent and I want to bring this to Federal Government 's attention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17331
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage through SunTrust Bank. Due to Covid-19 I am currently laid off. On XX/XX/2020 I have contacted my mortgage company about deferring payments for 90 days, they told me to contact a specific number XXXX XXXX XXXX. On XX/XX/2020 I called and I was transferred from XXXX XXXX XXXX to the Covid-19 assistance number. I was on hold for 1hr 30min 46sec and then the call was disconnected. I called the XXXX XXXX XXXX number on XX/XX/2020, I was on hold for 1hr 46min 34 sec and then the call was disconnected. I called XXXX XXXX XXXX on XX/XX/2020, I was on hold for 2hrs 19min 26sec and then the call was disconnected. I have also tried to message the company through their messenger system on XX/XX/2020. I was told I would get a response in 1-2 business days, on XX/XX/2020 the chat was closed by the company with no response to my inquiry other than to call the XXXX XXXX XXXX number which I have been calling since XX/XX/2020. I called XXXX XXXX XXXX again on XX/XX/2020 and I am still on hold with them with no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60074
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On my credit report there are hard inquiries that I had from companies that I did not give my consent to and that I don't have an account with at all.. that makes improper use of my report.. XXXX XXXX XX/XX/2019 Bb & t dealer XXXX- XX/XX/2019 XXXX XXXX XX/XX/2019 XXXX XXXX- XX/XX/2019 XXXX XXXX XXXX XXXX XX/XX/2019 XXXX card - XX/XX/2019 XXXX - XX/XX/2019 XXXX XXXX - XX/XX/2019 XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I bank with SunTrust, while I am aware of excessive transfer fees from savings to checking the current situation in the economy sort of has things uncertain. Due to that I had to make several unplanned and ultimately unexpected withdrawals. It egregious for big banks to be taking up fees on consumers in the mixt of a global health concern with many states being in a state of emergency. I'm sure banks will receive kickbacks, funding and other breaks in the stimulus bill so for banks to continue to charge excessive fee withdrawals when the entire country is in a pandemic is bad business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34711
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are a self-employed married couple, with a XXXX XXXX in Pennsylvania. Our Governor, Governor XXXX, has sit all business down and given us a stay-at-home order. We cant work and do not have any income. We have attempted to call BB & T to be responsible and discuss deferment during this time when we are not receiving income due to Covid-19. XXXX- on hold with the BB & T mortgage line for 3 hours and 5 minutes. Call when disconnected when answered. XXXX- on hold with the BB & T mortgage line for 2 hours and 19 minutes. Had to hang up. XXXX- on hold with the BB & T mortgage line for 3 hours and 3 minutes. Had to hang up. XXXX- on hold with the BB & T mortgage line for 2 hours and 8 minutes, was after hours at this point, hung up at XXXX Still no resolution. We do not want to default. Our payments are on auto-withdraw and we dont want our accounts to go negative either. I have learned from others that they are offering a 3 month deferment- then at the end they expect lump sum repayment to include all 3 months plus the current month due. How is anyone to pay 4 months of mortgage payments in a lump sum after not working and having any income? Other companies are offering deferment and the deferred months are going to the end of the term to extend it by 3 months. BB & T is not helping their customers. They will be putting them out of their homes and on the streets!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17406
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XX/XX/XXXX, I filed a complained with SunTrust about airline charge on our bank account. The international airline refused to refund our ticket after they said if we bought another ticket they would refund the old ticket. We reported the issue to SunTrust and provided all the documents including email. In XX/XX/XXXX, after investigations SunTrust Bank, reversed the charge and closed the case. On XX/XX/XXXX, without notification to us from SunTrust, they re-posted the airline fee. We called to ask why and to re-dispute the charge and they will not respond. We called Suntrust multiple time to re-expalin the re-charge and they have essentially ignored us and stated that the airline informed them we flew so they reversed the charge. We asked for evidence to support what the airline said and they will not provide us anything. We asked them to re-examine all the supporting evidence including direct email from the airline and they will not. As a result of SunTrust actions to re-post the charge on our account, it has led to multple charge-backs and NSF fees posted from SunTrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: The fraudulent company XXXX XXXX XXXX was taking {$190.00} from my account from XX/XX/XXXX until XX/XX/XXXX and then they started charging {$40.00} from XXXX until XX/XX/XXXX. I tried to settle this with the bank but they did nothing, no one ever called me and this company was fraudulent. SunTrust bank did not give me any money back as this company stole my money without my authorization. Then they tried to close out my account after initially denying the claim, it appears as if this was retaliation for filing the complaint. I contacted the company. Who didnt respond due to being XXXX down by the government, disputed it with the bank to no avail, filed a complaint with with the OCC snd now were here, they have done nothing nor has researched anything. Hopefully theyre a better bank as Truist bc tax Suntrust not so much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75240
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2020 we noticed unauthorized charges on our business account in totaling {$22000.00}. We immediately called our banker XXXX XXXX to advise him what happened. Upon further research it was brought to our attention 3 individuals names had been added to our " Direct Deposit Recipients ''. The names are XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX. We have no idea who these individuals are and how they were able to add themselves to our account to be paid. The individuals paid themselves different amounts. XXXX XXXX XXXX {$3500.00}, XXXX XXXX XXXX {$15000.00} and XXXX XXXX {$3500.00}. We have gone back and forth with BB & T ( XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX P ( XXXX ) XXXX ) with absolutely no resolution. The minute we contacted them which about the situation, which was the same day, they should have froze the funds and this was not done. We have only received {$3000.00} out of the {$22000.00} that was fraudulently taken from our account. This is absolutely unacceptable. We have been told that there is nothing they are able to do. How is it that my company is out {$19000.00} and nothing was done. Our company name is XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76133
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For the last three weeks I have tried to call Sun Trust now Truist to discuss options during these hard times. Each time I give up after being on hold for five hours plus. After reading all the comments on there XXXX page Ive come to realize that any one calling in for relief due to the Corona Virus is experiencing the exact same thing. The customers that have won the lottery and actually have been able to speak with someone are only given the option to put the loan in forbearance for three months and then have all three months of payments due immediately. I understand that there a business so free to do what they want but when they flaunt on there website how there donating XXXX XXXX to help with the Corona Virus but unwilling to help there millions of customers thats just plain XXXX and a PR stunt to look good!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 683XX
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We are already current customers of this Suntrust/Truist, and our 1st mortgage is already with this same bank on our current home. I inherited a new property free and clear ( from my grandpa ) and it is currently is rented ( no mortgage ). I was taking applying for a mortgage on this property XXXX and placing this money toward my current primary home. ( I have a second mortgage with XXXX, XXXX. We are paying this off, placing the additional XXXX on or current 1st mortgage and then refi to lower percentage on the lower equity ). My current home was appraised at I think XXXX in XX/XX/XXXX, when I first obtained the mortgage with Suntrust. Suntrust was even using this same appraisal ( from XX/XX/XXXX ) for this process. So there were many moving pieces to this puzzle. In the end were also planning to have an equity line on the rest of equity in our home. ... End result Suntrust to have close to XXXX XXXX in mortgages. Again current customer, not been late on my mortgage which we already have with Suntrust. This process of the loan app, started XX/XX/XXXX, by XX/XX/XXXX, I still did not have a closing date on anything-2 months. I will attach documentation to show. I even had many conference calls pertaining to the long delays and the endless paper work they were requesting. A couple points I want to make : We are a small business ( open 25 years ) Due to this fact I am well aware there will be additional paperwork ( tax returns and more bank statements ) We have been embezzled back in XXXX over XXXX ( during the course of a couple years ). She was stealing our payroll taxes, unknown to us and this caused us to have make an arrangement with the IRS ( XXXX ) per month. FBI investigation, she went to XXXX for XXXX XXXX was XXXX with XXXX count of XXXX XXXX XXXX. We receive {$42.00} per month as restitution. I advised the bank of this the first time we obtained the mortgage and again during this process. I forwarded all IRS and FBI paper work before it was requested. I am not telling you this for sympathy, however I was scrutinized due to this situation, which again was in XXXX! Also NONE OF THIS PREVENTED ME FROM OBTAINING THE MORTGAGE TO BEGIN WITH! SO WHY NOW? It did not mater what documentation I submitted to Suntrust and how much patience I gave. I had conference calls with processors, their managers, their " Exception '' managers? Suntrust at the end was requesting proof my $ XXXX/business payment arrangement ( again started in XXXX or XXXX ) was current. When you have an auto debit set up with the IRS they only give you a yearly statement ( not monthly ) and there are no business transcripts you can pull only personal ones with IRS. I signed 2 different 4506-T to give access to all our personal transcripts as well as pulled them myself and sent them. I forwarded my IRS yearly statement I receive every XXXX, along with proof of these {$500.00} payments clearing after XX/XX/XXXX ( bank statement/report ) since it was over six months ago I had received this YEARLY STMNT from the IRS-SHOWING ALL CURRENT. I OWED NO OUTSTANDING MONEY TO IRS, NO LIENS. I finally called off Suntrust XX/XX/XXXX. I advised them i would not want to give them my business after countless phone calls and emails. I will be moving my account and loans. I was clearly discriminated against, because there is not one reason I should have been ridiculed by my own bank, with properties I already own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23452
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A