Date Received: 2020-03-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SunTrust / Truis is not being helpful with mortgage forbearance during the pandemic. I am out of work due to the Corona virus and am attempting to be pro-active in not falling behind with my mortgage. I have called Suntrust everyday since Friday XX/XX/XXXX. They have a special number for their Mortgage Solutions team XXXX. After being on hold for four hours the line automatically goes dead. This has happened to me three times now. I have no idea how to get a hold of a customer service agent to help me. This is not how a company should be run.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91001
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: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX Suntrust allowed me to open an checking account and deposit benefits from an insurance company payout. Two days later I tried checking my account and could not access it. Called customer service and was told my account would be closing. But my funds would be held until XX/XX/XXXX. I deposited {$25000.00}. There is a virus going around and I needed to maintain living without work. They allowed me to deposit and now are stating that my funds make take 15business days to be released. Why deposit my funds and then close the account instead of just declining business with me from the beginning? I feel this is unlawful and should be against the law. They earn interest on my money while I starve for almost a month or until whenever they feel like releasing my funds. I just lost my mom, I am an only child and have no help. I understand business but they wait times are RIDICULOUSLY unfair to consumers. They money has been paid out to the bank, so why cant they release the money to me IMMEDIATELY?
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: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/XXXX, Suntrust Bank purchased my mortgage from XXXX XXXX. On XX/XX/XXXX I received multiple alerts from my credit monitoring services that I had received a hard inquiry on my credit report. This was performed on XXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, IA XXXX ; XXXX ) on behalf of Suntrust Bank ( XXXX XXXX XXXX, XXXX, VA XXXX ; XXXX ). On XX/XX/XXXX or XXXX I called Suntrust Bank ( XXXX ) to report what I believed to be a fraudulent pull of my credit report. Suntrust Bank mailed a letter dated XX/XX/XXXX indicating that they were investigating the report ; Suntrust Bank mailed another letter dated XX/XX/XXXX indicating that they researched my account and found nothing wrong. I also received a letter in the mail dated XX/XX/XXXX " Notice to Home Loan Applicant '' with Suntrust and XXXX 's contact information and my credit scores. I called Suntrust two times on XX/XX/XXXX. On the first call, Suntrust 's mortgage department told me that I would need to take this up directly with the credit bureau. I called XXXX who told me I needed to request a " letter of deletion '' from Suntrust or my local police station. I called Suntrust again on XX/XX/XXXX and the individual I spoke with indicated that they did not have a record of pulling my credit in conjunction with my existing mortgage, but that I should talk to their loan application department to see if there was a loan application there. I then proceeded to call XXXX XXXX XXXX directly, and they told me that I'd have to request the letter of deletion from Suntrust, but that they were requested to pull the credit in conjunction with my existing mortgage with the " loan number '' aka my existing mortgage with Suntrust, the same loan number that Suntrust denied that any credit pulls were associated with. At this point, Suntrust is still refusing to admit that they performed a hard-inquiry on my credit report, despite it being reported on all three credit reporting sites and confirmed by their servicer, 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: 152XX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I contacted XXXX and I heard nothing back about my banking error complaint I experienced with BB & T in XXXX FL. Located at XXXX XXXX XXXX XXXX XXXX FL XXXX. I am a new BB & t customer down in XXXX FL. I made 3 purchases with my new temporary debit card and two with the previous temporary debit card. Every time I make 2-3 purchases on a temporary card, BB & T SHUTS my card off FOR NO REASON. I have been stranded unable to XXXX and put in situations where they would be liable due to poor mismanagement of my account card that I only used for 2 XXXX and a purchase at the dollar store. There was no reason for them to abruptly shut off my card. These types of banks create reasons for hateful activities once consumers bring up a complaint. I had to go in person and beg for them to unlock the door and let me in to fix what they did to my card 2 times. They did this cause of the current procedures. I stood in the drive through line and they made me beg them to fix my card then did it to me 2 times. Please assist me now this is not safe to be running back to their bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Dear CFPB Staff, XXXX has repeatedly violated the THE FAIR CREDIT REPORTING ACT ( FCRA ) [ 15 U.S.C. 1681 ] concerning a fraudulent account being reported on my XXXX Credit Report titled " SunTrust Personal MA ''. XXXX has refused to perform actual investigations. XXXX has refused our requests for a detailed breakdown of their " investigation '' as per the FCRA multiple times. And XXXX has hurt myself and my family financially because this. XXXX has continues to address this matter, and the XXXX phone representatives have repeatedly hanged up on myself over the phone. I have provided all the documentation XXXX have demanded multiple times these past two years. XXXX refuses to address this as well. In CFPB Case # XXXX XXXX even attempted to dodge responsibility by pretending they were not aware the CONSUMER Financial PROTECTON Bureau has the legal authority to represent us in this matter. But even worse, the CFPB Staff Member in charge of our case allowed them to and closed the case without any resolution. This illegal behavior on behalf of XXXX has crippled my family financially. And the CFPB has not only allowed it, but has ignored our complaints about your failure to help us consumers with my Congressman XXXX XXXX. If the CFPB refuses to begin address this matter on behalf of us American Consumer we will hold the CFPB for our continuing situation and the pain and suffering it is causing us. Ps. We have sent all the requested documentation XXXX 's Staff requested in CFPB Case # XXXX multiple times these past two years. We have granted XXXX permission for both the CFPB and our Congressman XXXX XXXX multiple these past two years. However, once again as manipulative as XXXX XXXX employee was trying to be the American Consumer Financial Protection Bureau is not only legally allowed to communicate with Credit Bureaus on these matters, but in fact was established by the American Government on XX/XX/2011 for this very purpose. The CFPB Staff member addressing this new case is therefore not to accept that illegal excuse on XXXX XXXX part as a reason not to address this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34744
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Im being charged and sent to a collection agency for the amount of {$390.00} due to some transactions that posted on the account but it was from previous days. These transactions were not approved and I closed the bank account previous to this. On the other hand, I received a letter from BB & T stating that the transactions returned due to no funds/account closed and no overdraft fee was charged??? Please explain to me why I was sent to a collection agency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Perp opened multiple accounts in my name most likely without any type of identification as my name was incorrect and bank was unwilling to assert that there was any type of ID to open the account. Perp also instantly overdrew on these accounts. Bank should have caught this activity as odd. Case # XXXX with the bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage with Suntrust Mortgage ... ... due to the recent bans on public gatherings, my business, a wedding photography business, will receive no income for 6 months. I have had to lay off employees and am struggling to pay all of our bills. Suntrust sent an email saying they are here for their clients. They touted donating millions of dollars to help with relief efforts through their social media page. When I called asking for a forbearance, here is their program : Skip 3 months of payments At the end of 3 months, you owe all of the money in a lump sum or they will start foreclosure proceedings report as a forbearance on your credit report THIS IS NOT IN LINE with the presidential directives for FHA mortgages, and despite this not being FHA, all other major companies are following suit. Suntrust is gouging their customers AND will use this as a tool to take their homes when this is all over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Cant get through. For those that have gotten through all they are offering is 3 months no payment then all due in 3 months. Unacceptable Im Being punished for having good credit and never missing a payment since all XXXX and XXXX loans are getting modifications. There is no reason they cant add the 2 payments to the life of my loan at the end or take my escrow out to make payment affordable since my state is extending tax bills.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60187
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/XXXX I opened a simple business checking account with SunTrust bank as I already had a personal account with them. I was informed they were closing my personal account without notice or explanation of a reason. They never closed my personal account as indicated and allowed my personal account to go into the negative balance of {$92.00} by the month of XX/XX/XXXX. XX/XX/XXXX I personally walked into a branch to deposit a business check for a total of {$3600.00} as I brought this personal bank account issue to their notice and they mentioned it was their mistake and they would reverse the late fees and close my account as intended they were already suppose too in the month of XX/XX/XXXX. Also following that complaint on the same day XX/XX/XXXX Suntrust bank decided to put a hold on my business account and start the closing process on that account as well without forewarning me or giving me a reason as to why, IMMEDIATELY after making the complaint about my personal account still being active with a negative balance and depositing legitimate funds in my business account on that same day for a total of {$3600.00} via business check and also XX/XX/XXXX for XXXX Via electronic ACH payment. A No debit was placed on my account I was NOT able to to withdrawal any funds what so ever or making any transactions. I am XXXX who pays XXXX XXXX to do work for my XXXX. I was NOT able to pay my XXXX XXXX any funds as Suntrust decided to put a hold on my whole account and not allow me to withdrawal or send any money by disabling my online banking with them as well. I pleaded for help day after day and yet Suntrust was reluctant to send me my funds or communicate with me. After 2 weeks of calling and going into branches I was promised that after 5 days of no activity including Reoccurring automatic payments then the account would officially be closed and they would send me a check with the remainder of the money following 10 days after. They were suppose to send me a total of {$4300.00} which were the two deposit combined mentioned earlier. On XX/XX/XXXX I was ONLY sent one check of {$520.00}. I was told that regardless of the late fees of my personal account of {$92.00} that was suppose to be reversed due to THEIR mistake they still made me pay for it as they took the money out my business account. They have kept the remainder of the funds and has NOT returned the business check for {$3600.00} that was deposited on XX/XX/XXXX. They have told me they are holding on to my funds without giving me a release date. I feel this is unethical and illegal in some manner. In order order for any business to be ran efficiently, banks should not be allowed to legally do this to a individual and their business. Please help me in this situation as I am out of options and they are not returning the money for my business. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33991
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A