Date Received: 2020-03-20
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I use the Suntrust Bill Payer service for my bills each month. In the spring of 2019 we had fraudulent activity on our check account. I reported this to Suntrust, and they followed normal procedure by closing the account, opening a new one, and promising that all outstanding checks would be automatically rerouted to the new account. I would be free of this responsibility. Since then, every check I paid was rerouted just as Suntrust promised except for two checks that went to XXXX XXXX in XXXX, Va. which is the business office for XXXX XXXX XXXX. The first one bounced, for which I was assessed {$30.00} returned check fee, and a {$10.00} late check fee. I have a photo copy of the check that shows that the check was sent on time. What makes all this more confusing is that I was not made aware of this until XX/XX/2019 ( 6 months ). These payments are made quarterly, so it appears that the check that I sent in XXXX seems to have been cashed normally. But then the check sent in XXXX of that year was returned designated as " not authorized ''. During this time all other bills were paid on time including electric, gas, and credit cards. I spoke with XXXX employees a few times and also with the treasurer of the HOA, and nobody knows why this happened. Total cost to me is {$80.00}, but it has more to do with me being taken for granted. XXXX and the HOA decided that it was OK to penalize me even though I had no control over what happened after I turned the computer off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called Suntrust/ Truist to discuss options for extending my payment for a couple months due to being quarantined from COVID19 and not having sick leave or paid time off. First call was XX/XX/XXXX and they responded rather quickly, told me they could issue a forbearance for 3 months. At the end of those 3 months all payments are due ( 3 months of mortgage payments! ) .This is pretty much the " help '' they are discussing on every website. This does not help at all as in 3 months a massive payment would be financially devastating! They told me to call back. Called XX/XX/XXXX and they responded after 1 hour and 15 minutes. They ended up telling me the exact same thing. Forbearance with a 3 month balloon payment at the end. Simple fix, add a couple months on to the maturity date. Let the next couple months pass for people affected by COVID 19. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On the night of XX/XX/XXXX, we had two debit card charges of {$5.00} and {$15.00} hit our account, as well as an XXXX XXXX charge of {$100.00}. Additionally, we had an automatic transfer occur for {$100.00} that automatically sent {$100.00} from our BB & T checking account to our BB & T savings account. This same night, we also had a direct deposit of {$1300.00} hit the checking account as well. What BB & T did was to arrange the debits in a way that caused the checking account to go slightly negative for a brief moment in order to charge us an overdraft fee, and then they applied the direct deposit to the account, bringing the account positive. Aside from the fact that they stacked the debits and direct deposit in a way as to cause the account to briefly go negative, I think its criminal that they should even charge overdraft fees for an overdraft caused by an automatic transfer of money from one account at their institution, to another account within their institution under the same customer name, but thats beside the real point here. At the end of business day on XX/XX/XXXX the account was in the positive, and at the beginning of business day on XX/XX/XXXX, it was also in the positive. BB & T has refused to fix the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: In coordination with the below mentioned Student Loan Advocate and with the current pandemic I am submitting an additional complaint. This was the e-mail correspondence I initiated once my student loan came out of default. XXXX XXXX, XXXX XXXX XXXX XXXX Student Loan Ombudsman Office of Nevada State Treasurer XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, NV XXXX ( XXXX ) XXXX Hello and Congratulations on your recent appointment as a Student Loan Advocate. I spoke to you at the beginning of the year about my loan being sent habilitation due to unpaid monthly payment for the past 3 years. XXXX, XXXX,XXXX was approved or IBR payments while XXXX I was in Collections/Rehabilitation for 10 months. I was diagnosed with XXXX in XX/XX/XXXX due to complications with my XXXX XXXX therefore was hospitalized for 10 months. I started the IBR program before I got sick since we were a one income family. I have documentation of all my transactions, payments, history, approvals. Please review attached information in 4 separate e-mails. I believe that I was unfairly sent to rehabilitation and now doubling my total amount owed. Can you please review my case for possible refinance back to its original amount while clearing my credit record. Thank You. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX, a flight was purchased using my debit card for {$260.00} and immediately an hour later, call was made to XXXX to cancel the purchased. It was cancelled and my account was not charged at that time. However, a day later ( XX/XX/2020 ), charge of {$2200.00} was posted to my account from a merchant that I did not recognize the name and I immediately, I called Suntrust to stop the payment that it was a fraudulent charges. Suntrust opened a case to investigate. Nonetheless, upon completion of an investigation from Suntrust, they decided that the charges were justified and I'm responsible for the charges and the overdraft fees that was incurred during the investigation. In other word, Suntrust denied my claim stating it was denied because I had interaction with the merchant. I have called the supposed merchant several times with no success. I thought this was a fraud since I did not purchase anything for {$2200.00}. I want Suntrust to refund my money in the amount of {$2200.00} plus {$72.00} for overdraft fees since I called them less that 24 hours that it was a fraudulent activity. Suntrust has the power to stop any payment that I want them to stop. They are supposed to protect my money and they failed to do so. They blocked my card several times for small amount and did not think they should blocked this large amount before authorizing it. Why I'm banking with them if that can not protect my hard earned money from thieves?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX, a Debt Collection agency has an agreement with me to collect {$50.00} per month to pay a debt I owe. In XXXX on the XXXX they charged me {$50.00} from my bank account and then on the XXXX the same. Payments were to be made on or about the XXXX of the month and have been like that since XXXX. In XXXX was charged 2 times by this company. Once on XX/XX/XXXX and once on XX/XX/XXXX. I have attempted to speak to someone at XXXX but have been hung up on numerous times, laughed at, transferred to dead end lines and finally given the presidents number only to find his voice mail full. When I called back about this I was to keep calling it till someone picked up. They refuse to put me in touch with whoever might be able to help me. I am on a shoestring budget as I am XXXX and unable to work, so an extra {$50.00} is kind of a big deal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello My name is XXXX XXXX XXXX And all 3 credit bureaus is showing student loans by XXXX that are currently on deferment and that at some point in the past I was not aware that the loans had become due. No letter was forwarded to me till I notice on my report it shows late payments for 120 days. Currently my loans had been in deferment since XXXX and they still showing a negative mark that the 3 credit reports refused to fix. I also have a debt from accounts that had been satisfied by XXXX and still showing negative. I also had a loan by regional acceptance which has been satisfied since XXXX and still showing on my credit report as negative. A collection from XXXX incorrect amount and incorrect information because I was not aware of the insurance debt with the general insurance. All this items should not be in my credit report. Falsely damaging my credit and servicer as well as the 3 reporting bureau refused to remove it. I need your help. Thank you 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: 19134
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-15
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/2020, I received a letter from SunTrust Bank which thanked me for opening a " new Essential Checking account ''. This welcome letter also included one deposit slip and three checks to use. The deposit slips and checks had an account number on them. As I have never banked with SunTrust ( or BB & T which is who they are in the process of merging with ), I contacted SunTrust immediately. I spoke with XXXX XXXX who stated he was a Fraud Supervisor. I was given a case number ( XXXX ). Mr. XXXX stated that the account had been opened using my social security number. There was no money in this account which had been opened on XX/XX/2020. Mr. XXXX stated that I would be contacted by their department shortly. On XX/XX/XXXX, I spoke with XXXX, another Fraud Supervisor, who stated that it takes 12 business days to complete their investigation so I should know something by XX/XX/XXXX. On XX/XX/XXXX, I spoke with XXXX, yet another Fraud Supervisor, who then told me it takes 15-20 days to complete an investigation. On XX/XX/XXXX, I received a statement in the mail from SunTrust which shows that the account was finally closed on XX/XX/XXXX ( 9 days after I first reported this ) and that no money had ever been deposited into Account # XXXX. I called SunTrust again and spoke with XXXX, another Fraud Supervisor, who then told me that my social security number was NEVER used to open this account. I asked how someone could allegedly open an account online ( as they claim this was done ) without providing a social security or tax ID number and without ever putting funds in this account. XXXX told me the case was closed as well as the account and that all " suspicious '' accounts are closed within 3-4 days. This account was opened on XX/XX/XXXX and closed on XX/XX/XXXX - that's 18 days later, not 3-4 days! No one at SunTrust ever gave me the same story more than once. Even the timeframe for the investigation kept changing from " soon '' to 12 business days to 15-20 business days, etc. When I told several Fraud Supervisors that this whole scenario sounded like what XXXX XXXX XXXX got in trouble for ( opening fraudulent accounts to generate commissions ), they, of course, denied that was possible. Given how much fraud and identity theft exists, this whole scenario greatly concerned me especially when I was originally told that my social security number HAD been used to open the account. SunTrust claims that people open accounts online all the time and that's why they closed them so quickly but that is NOT true as they took 18 days to close this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-14
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2020, I attempted to open a business account for a XXXX XXXX in the state of Virginia. Upon articulating this to the branch representative in XXXX XXXX, I was incorrectly advised that in order to open the account I would need either a business license certification or an occupational certification. I explained that a business license certification is not needed in the state of Virginia for XXXX XXXX and that my business was not operating using a DBA, it would simply be titled as my full legal name. The information confirming same can be found here : http : XXXX and here : http : //www.bos.virginia.gov/starting.shtml. Moreoever, I have previously opened a business account with this company ( since closed ) and was not required at that time to provide any of the documentation that was required at the time of attempted account opening on XX/XX/2020. Perhaps the fact that I had a promotional opening offer for {$200.00} was the real reason for not wanting to open the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2020-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I paid for a product to be provided to me through XXXX XXXX of {$900.00} on XX/XX/20. The person said that they needed more money in order to provide the services I was paying for. It was many excuses given that didnt add up so I knew it was a scam. Asked for my money back they wouldnt give it to me and blocked me from communicating. XXXX XXXX said once money is transferred to the members bank they cant get the money back so I disputed charges with my bank Suntrust who Ive been with since XXXX/XXXX and they denied my claim and have been very inconsiderate to help me get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 398XX
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A