Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY MORTGAGE WAS SOLD TO SUNTRUST. I HAVE RECEIVED NOTICES FROM SUNTRUST, THAT MY HOMEOWNERS INSURANCE HAS NOT BEEN PAID.I ALREADY SENT PROOF OF MY PAID INSURANCE FROM XXXX MY INSURANCE CARRIER AND STILL NO SATISFACTION. MORTGAGE LOAN XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This will be my third complaint to this company and nothing has being resolve, Complaint # XXXX, XXXX. XXXX XXXX keeps sending letters to close the complaint with CFPB but nothing has been resolved. My mortgage principal balance has gotten worse and incorrect. My XX/XX/XXXX outstanding balance was {$620000.00} before forbearance program. My payment deferral agreement said that my bearing principal balance shall be {$610000.00} before XX/XX/XXXX, per XXXX XXXX and the agreement {$11.00}, XXXX would be added to my escrow account but to date XXXX {$0.00} added to escrow. Since XX/XX/XXXX I have made additional payments estimate total {$33000.00}, 11 payments or so that should have drop my principal balance outstanding even more. Since XXXX was added to my escrow account, my principal balance should be an estimate {$600000.00} with additional balance ( Payment Deferral Agreement ) {$18000.00}. I have spoke to XXXX XX/XX/XXXX, XXXX XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, I was gong to resolution in 72 hours but nothing. Email and call XXXX XXXX zero call back or email. This agency needs to research this company. I am being robbed of my hard earned money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11570
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage with SunTrust Bank on XX/XX/2021. I still have not received my escrow refund as of XX/XX/2021. I called and they pulled the " check is in the mail '' routine and said it must have been lost. They then said I have to wait 30 days for them to reissue a check. I then called after 30 days and they said it would take another 10 days for them to process a new check. This means best case scenario, I will receive my refund around XX/XX/2021 a full 60 plus days after paying off my mortgage loan with them. They are holding my money hostage - please help!! Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Requested XXXX months forbearance during summer XXXX due to health. Resumed making house payments XX/XX/XXXX and every month after till the Month of XX/XX/XXXX when SunTrust terminated my Auto Pay and refused to accept my XX/XX/XXXX payment by phone, saying I owe for XXXX months of payments because of something called reallocation. When I explained this to my Loan XXXX with Bank XXXX XXXX, she and her VP of Refinance said I should contact you and a Real Estate Attorney in Texas for help. I have sent in XXXX Loan Modifications only to have everyone XXXX returned due initials not on new pages they would sneak in. Now I am going to send in the XXXX Loan Modification tomorrow. XXXX XXXX XXXX XXXX XXXX has spent XXXX months of Refinancing for me and SunTrust has blocked and refused to receive my forbearance at the closing table, that was the deal. Tried to get my recorded phone conversations with the agreements, they refuse to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a home mortgage with SunTrust/Truist that I refinanced with another bank. The refi closed on XXXX and the funds were received by Suntrust/Truist on XXXX. I had an escrow balance at closing of {$4300.00}. My understanding is that they have 30 days to return this money to me and they have not. The loan information is not longer available on their mortgage portal ( I have another loan with them and I see that one when I log on but the not refinanced one ). I have tried calling into their service center and have spent over an hour on hold each time, never succeeding in getting through to anyone. I have submitted an online message through their portal as well and have not heard back. I am concerned this huge corporation is slow-paying the return of my money and that this violates the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened an account online with SunTrust Bank, received my debit card and used the account and without notice it was closed. Mind you, in between time, I opened an account for my business as well which they sent me checks for and then closed! I was told it was because of rules and regulations. That was it! No letter received or anything else. One person said it was because of fraud and I needed to go into the branch. Well I did that yesterday ( XX/XX/21 ) but today I was told when I called to check on the status that it was in the process of being closed. What the heck! I don't owe SunTrust any money, my credit is good, I have employment and a business and I am a former employee! I am a XXXX year old XXXX woman and highly offended! This feels like discrimination!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am filing a complaint with your office because TRUIST wrongfully closed three bank accounts ; the account my daughter shares with her husband, XXXX XXXX, the account I have with my daughter, XXXX XXXX, and the account where my daughter is the only user. My daughter and I have been with TRUIST for over twenty years. In that time, we have never as much as bounced a check nor have we have ever overdrawn our account. Despite our solid history with TRUIST, we received letters stating that our accounts would be closed within 30 days but stated no reason as to why TRUIST was closing the accounts. The person who signed the letter, XXXX XXXX, who is the Sr. VP of Operations with TRUIST refuses to return our calls. As a matter of fact, TRUIST is not allowing any of its employees to speak with us except for XXXX XXXX, who is either unable or unwilling to tell us why the accounts are being closed. It is my belief that the accounts are being closed because TRUIST is retaliating against us because my daughter and son-in-law filed a complaint with TRUIST regarding how they handled a merchant dispute. Over the last month my daughter and son-in-law filed several merchant disputes regarding trips they had taken to XXXX and XXXX. In almost all of the cases the merchants provided a credit. In addition to the credits that appear on their bank accounts, XXXX XXXX sent them a physical check which was deposited last month. Given that the merchants voluntarily issued a credit shows that the disputes were indeed valid. My daughter and son-in-law provided sound reasoning as to why they were filing the disputes and anytime a merchant issued a credit they notified TRUIST and requested that the provisional credit be taken back. In one instance, my daughter called and emailed the Retail Payments Department for two weeks to have a provisional credit removed from the account. The merchant dispute that caused my daughter and son-in-law to file a complaint was for a restaurant in Hawaii, XXXX XXXX. TRUIST erroneously assumed that they received the meal that we paid for, but they did not. My daughter and son-in-law did everything they possibly could to communicate to TRUIST that they paid for a meal that they never received but TRUIST would not take that into account and refused to work the dispute. After spending weeks trying to get TRUIST to properly understand the situation my daughter and son-in-law filed a complaint on XX/XX/2021, at the suggestion of XXXX XXXX, who is a supervisor in TRUISTs Retail Payments Department. The next day the letters stating our accounts would be closed were generated. Clearly TRUIST is retaliating against us for filing the complaint. The fact that the letters stating our accounts would be closed were generated the day after my daughter and son-in-law filed the complaint is not a coincidence. What makes TRUIST actions even more suspicious is that they are refusing to provide any reason for closing our accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18018
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: In early XXXX suntrust bank repossessed the truck when the payment was not behind. I lost work and filed complaint then but all i got was excuses. Then in XXXX I was informed by Suntrust that the loan was charged off on XX/XX/XXXX yet they accepted a payment on XX/XX/XXXX. I then made a XXXX payment to Suntrust and I was then informed they did not accept it nor did they send me notification that it was charged off. I then continued to make the payment in fear of having the truck repossessed AGAIN like they did when a payment was not yet due. Four complaints to your office in five years and nothing have you did. I spent four thosand dollars last year with tires a new front end brand new computer and bought a new engine waiting to go in the truck. But no title because of weak goverment AND A GREEDY BANK.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/XXXX I wanted to payoff my auto loan. I attempted to payoff thru online banking but that amount exceeded to XXXX limit. So I called the XXXX # listed online and spoke to XXXX a rep who processed XXXX dollar amount and that was {$1000.00} who told me to do {$1000.00} online and said they would push me thru to a supervisor. Who wound do a {$20000.00} payment. That rep was not a supervisor and processed a {$5000.00} and told me to process {$5000.00}. She checked to see if a supervisor was available to process the rest and there was not one. I got 4 confirmation numbers and was ready to pay the remainder later. XX/XX/XXXX prior to XXXX am I checked my bank account. The {$1000.00} confirmation number was changed to {$20000.00} pending, a {$1000.00} pending and 2 {$5000.00} pending. I called BBT after much confusion they came on and told me they turned the {$1000.00} into {$20000.00} processed 1 {$5000.00} and rejected the 2 online that I was instructed to submit online. Now my bank account was over drawn. XX/XX/XXXX after calls and no resolution I called again as the {$20000.00} and both {$5000.00} had hard posted to me account over drawing it. The {$1000.00} that the rejected didnt hard post. Hard posted was {$30000.00} and I was told it would be {$25000.00}. I told BBT that I needed the {$5000.00} that they stated was rejected back immediately and was advised to dispute the transaction it they would not write me a check and they didnt so I started the dispute process. I went to my bank and processed the dispute. Went to BBT to demand a paper check and they wouldnt help. By Friday XX/XX/XXXX the BBT branch confirmed that they would call me the following week with the XXXX check. I told them I had disputed it at my institution and if they sent me the {$5000.00} prior to Wednesday I would withdraw the dispute reducing banking fees associated due to their mistake. The check never came in. I have not withdrawn the dispute. My bank issued a temporary credit. Then XX/XX/XXXX BBT sent me a horrifically offensive email blaming all on the consumer. ME the person who followed their instruction and paid off my loan which I was never delinquent. The email Telld me a XXXX and XXXX check was mailed XX/XX/XXXX that I am to cash them and cancel my dispute and wanted to know why I was disputing the other overpayment that they owe me. I owed just {>= $1,000,000} and {$30000.00} ended up hard posting. I disputed XXXX not the other because I couldnt dispute a partial amount on the XXXX XXXX charge. Now they wont cut a check for the XXXX - XXXX = {$2200.00} because they state I am disputing that. What the heck XXXX processed the rejected didnt hard post. I should be getting a XXXX check. XXXX processed and hard posted and disputed they need to handle as a dispute. Im not cashing those checks equaling {$6000.00}. {$5000.00} hard posted and XXXX hard posted. They owe me {$2200.00} and refuse to cut a check that I was supposed to get end of this week My word all the incompetent reps on the phone had to to was call me back that night and state what they did. Or admitted they didnt know what they were doing or couldnt help and instruct me to follow up next day by visiting the local branch. They should not have processed my money. And yet BBTis still being dishonest and withholding finances my finances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17201
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: They rearrange transactions to charge fees. I had a deposit entering the account they rearranged transactions to charge me not one but 4 fees when the deposit that hit the same day would have covered them all and left me with a positive balance. They have done this multiple times but this is getting ridiculous and its every since bbt took over. I have my card locked and they will let stuff go XXXX if even if its locked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24112
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A