Date Received: 2020-03-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I unexpectedly lost my job, to no fault of my own. I have had to submit two separate loss mitigation Packages to BBT. Going through their process two times. Each time they give me the run around, misplaced or missed documents I sent in. No reading the evidence Ive sent in. Denying my ability for an FHA Workout program simply bc Im not in default. They said this to me several times as if I need to default on my loan to be helped. The second time around I had to recieved a denials call once again because I am not in default and they said they dont see why I cant pay my mortgage. I lost my patience and said cant she see that Im out of work and have no income??? Im have no money left. The woman had no sympathy and said it I want to go through the process I could appeal their decision. BBT has been giving me the run around and playing games with my finances ever since I started asking for the FHA program that would allow me to skip a fee payments and put them on the back of my loan. In this time of deep distress they refuse to give me and accommodations and not I literally can pay one more mortgage payment and then I will be completely broke and will loose my home. I am besides myself and thing whatbtheybhave some here is not legal or ethical by any standards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33626
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In XX/XX/2019 I received notice my score dropped due to a missed payment. I went into my XXXX app to check what happened. I discovered a loan that is not mine from Sun Trust Bank. I contacted the bank who basically told me I was being dishonest and the loan was mine. I filed an identity theft report and disputed the information. XXXX just did the same thing the bank did and stated its my loan. I did not take out this loan and never received any money from this loan. This is not my loan and I believe I am the victim of identity theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54902
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I refinanced my home and my broker advised that I should be not paying XX/XX/XXXX mortgage payment because it will be closed before the end of the month .They did not want me to wait another 30-60 days to get a refund since all documents were processing. Suntrust Bank was fully paid on XXXX XXXX. They were paid in the month of XXXX. They reported me as late in mortgage payment for that month. That is unfair and incorrect. They are paid in the Month of XXXX. I should be late if I paid them in XX/XX/XXXX. I called them and they were rude. They were not happy that I left them and I felt discriminated as well. The gentleman on the phone would not help and remove Late Mortgage Payment. He dismissed me quite fast. I talked to my broker and they verify that I was not late .All the documents show that they are fully paid in XX/XX/XXXX. As a senior citizen I made all my mortgage payments on time and prompt. My credit is hurt because of them not helping to remove this incorrect issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98021
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX my debit card and drivers license were stolen. I canceled my debit card and filed a police report about the situation. I also reported this to SunTrust customer service. On XX/XX/XXXX, someone went into the SunTrust branch in XXXX Florida and used the teller connect system. They used my lost ID and my canceled debit card to withdraw {$900.00} from my account. A fraud complaint was filed on XX/XX/XXXX. As of today, XX/XX/XXXX, Suntrust has not come to a resolution. Ive called the fraud department every day and no one will give me an update on the case or give me my stolen money back. Customer care refuses to tell me any information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32137
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I mailed a hard inquiry removal to the companies and requested that they remove this from my account.They stated they could not find my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 318XX
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This mortgage company complaint should never have been closed! Employees took to calling me at work and threatening me. On the first call, I asked them not to call me during working hours. We settled on a call back time from XXXX on weekdays. Shortly thereafter, they called me at work again, after I had asked them repeatedly not to do so. They forced me to discuss the matter in front of co-workers since " overtime has not been approved, therefore you need to talk now ''. How you folks allowed this to be closed without confirming with me is absolutely unacceptable. They didn't resolve anything, only escalated the threats made to me during work hours, and in front of colleagues. The issue is their response to written requests regarding my mortgage that go unanswered. Please escalate this to the highest level that it can be resolved. I am suffering health issues as a result of this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48336
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is XXXX XXXX. I re-sent a claim rebuttal form in for SunTrust for the claim in the amount of around $ XXXX. I wrote a narrative explaining that the claims department said no error occurred when in fact someone did take my routing and account number without my authorization and used it to make several ACHpayments. Please make sure they go back and really look into this and rule in my favor. If it is, please have the check come to XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX, VA XXXX. NOT the XXXX XXXX on file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: SunTrust banks claims that I opened a credit account with them on or about XX/XX/XXXX. They are stating that I opened this account and that I have never made any payments on it. I discovered this by a dramatic change in my credit rating in XX/XX/XXXX. I did not open an account with Suntrust Bank. I have never received any bills from Suntrust. I do my banking elsewhere. I opened a case with the Federal Trade Commission ( FTC Report Number XXXX ) and placed a police report with XXXX County Sheriffs Office in TN on XXXX. I also sent letters to the all credit reporting agencies and opened a fraud investigation with Suntrust Bank ( Case ID # XXXX ). Not having heard back I sent Suntrust a follow up letter requesting information and alerting them to the fact this was a fraud. Suntrust sent me a letter on XX/XX/XXXX stating " Suntrust values you as a client and would like to help you meet your financial goals '' and that they believe the account is being reported accurately. They did not provide any information on account activity or exactly when and by whom this was opened. I am not responsible for Suntrusts failure to verify identity before creating this account and loaning money. Suntrust has not even attempted to assist in an investigation with the police or given me any information that would assist with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I paid off my auto loan on XX/XX/18, and my final payoff was overpaid. I over paid the loan by approximately {$850.00}. I have been working to receive a refund for my over payment since XX/XX/2018 with Suntrust, and they have told me on numerous occasions that they do not see an overpayment. During my initial calls to them, I was told a refund check was sent out, yet I never received it. After the second call to them, I was then told that no money was due to me. I have requested a transaction history of the account, and they are showing that my payoff amount was for {$7600.00} on XX/XX/18, when indeed the payoff check was for {$8500.00}. I have bank records to prove the amount, and have faxed them in twice upon request. I have called Suntrust 8 times over the past 15 months, and after the second call, began keeping track of the calls with ticket numbers. Call Ticket Numbers Call 1 : Unknown Ticket Number Call 2 : Unknown Ticket Number Call 3 : XXXX Call 4 : XXXX Call 5 : XXXX Call 6 : XXXX Call 7 : XXXX Call 8 : XXXX Account : XXXX Fax payoff conf : XXXX Fax history conf : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: To whom it may concern ; the following should never happen to anyone in this great county of ours. My mother and I have joint accounts at a Suntrust Bank addressXXXX XXXX XXXX XXXX Va.XXXX. The joint accounts are/ were checking, savings and CDs. My mother and I in XXXX went to the bank, mom wanted to take out a loan for {$5000.00} to help her grand daughter and great granddaughter to get some kind of transportation, they limp back up here from Florida penny-less. XXXX XXXX XXXX, XXXX Branch manager, said the interest rate would be 8.9 % .My mother has been banking with Suntrust every since they have opened here, and she has perfect credit. I asked her if she could do better on the rate, no was her answer. Mom 's CDs and savings was early XXXX % percent interest. Giving the bank the ability to make substantial interest of her monies. I told mom that was not fair by a long shot. The monthly payment was {$150.00} per month, Mom allowed one payment to be automatically withdrawn from her checking account, for the month of XX/XX/2020. Then she decided to pay the loan off XX/XX/2020 prior to the due date,. She was told that she would be getting {$34.00} back, then later she was told that it would be {$4.00} of which she has not received. It was decided that having her money in this bank was not serving her purpose, only the banks. So my mother and I started pulling her money out, and I was with her time for safety. Now here is the bad and embarrassing part, some at the bank call the Department of Social Services, a XXXX XXXX, she came to my mother home and I was not there and grilled my mother about her taking monies out of the bank. Asking her weather I was taking the monies from her, my mother said that I would never do anything like that, that if there was no food in the home, that I would go without eating to make sure she ate. Mrs. XXXX would not disclose who filed the complaint, but I strongly believe it was XXXX XXXX, she is not a nice person. I strongly believe that my mother 's and mine privacy has been invaded, and I will be contacting an attorney very soon. The lady from Social Services, per our phone conversation was basically treating me like a theft. Any help would greatly be appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A