Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've contacted SunTrust and raised the issue with whomever called me back however there's no potential resolution at their level. SunTrust is not reporting mortgages in forbearance as " delinquent '' to the credit agencies - that's in accordance with the existing regulations. However, SunTrust is in fact putting a " delinquency notice '' on mortgage statements that harms consumers attempting to secure loans in the lending market. Imagine customers who are economically disadvantaged or historically disenfranchised ( minority populations ) who already struggle to get loans only to have their application require a current mortgage statement from SunTrust that says at the top of it " Delinquency Notice ''. SunTrust is putting, in effect, a Scarlet letter on their mortgage statements and it eliminates consumers ' chances to be approved. I've been told that directly by loan processors and underwriters. SunTrust needs to amend their mortgage statements and remove those delinquency notices from them. I'm fortunate that I have resources and can work around these kinds of tricks that mortgage companies play however it's wrong and harmful to other consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20175
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Problem with customer service
Subissue:
Consumer Complaint: I purchased a Cashier 's Check for {$1700.00} on XX/XX/XXXX from Suntrust Bank. The check was not used for the intended purpose and was misplaced until XX/XX/XXXX. On XX/XX/XXXX, I presented the check to Suntrust Bank, XXXX, GA XXXX XXXX XXXX for refund. I was told the check needed to be deposited into my account, but I closed my XXXX accounts at Suntrust Bank in XXXX due to poor customer service. In researching my accounts, I was told XXXX of my checking accounts was charged off for {$270.00}, which I disputed as I closed all XXXX accounts at the same time, in the branch. I was told that an item for {$49.00} presented for payment AFTER the accounts were closed. The account was RE-opened by the bank and the item was paid, followed by the assessment of several overdraft fees. The account was eventually closed again by the bank, this time with an overdrawn balance of {$240.00}, and a {$30.00} charge-off fee was assessed. The bank manager informed me that I would need to pay the charge-off, open another account at Suntrust and deposit the cashier 's check in order to get my money back. I requested copies of the account statements covering the payment and fees associated with the charge-off. I was told the statements would be sent in XXXX business days. It has been XXXX business days and the statements have not been received, but what I did receive was a bill for the {$270.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened an account and signed up for the XXXXADVANTAGE. I set up direct deposits in an amount sufficient to earn the reward. The first four direct deposits went through fine : On XX/XX/21, XX/XX/21, XX/XX/21 and XX/XX/21, I received deposits from my employer of {$1500.00}. The second deposit of XXXX was rejected by Suntrust. Nothing had changed in terms of the information my employer used to deposit my salary ; Suntrust just rejected it. To me, the fact that Suntrust accepted four consecutive direct deposits before rejecting the deposit which would have qualified me to receive an award is eminently suspicious. However, regardless of any nefarious intent, or lack there of, I did my part to have the direct deposits necessary to have the bonus ; the fact that suntrust inexplicably rejected the final deposit was out of my control. I tried to resolve this directly with Suntrust. I contacted Suntrust on XX/XX/XXXX and followed up on XX/XX/XXXX, both through XXXX. Each time, I received a polite response that someone at Suntrust would check on this and get back to me. However, I never received any response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX my wife and I exercised our rights to cancel the loan we closed with SunTrust Bank on XX/XX/XXXX. On XX/XX/XXXX we made a written request to SunTrust Bank for a refund of all fees paid by us in connection with this transaction. We had paid a total of {$580.00} for an appraisal and a credit report. We received a letter from SunTrust Bank dated XX/XX/XXXX that stated in part " we respectfully decline your request for reimbursement. '' OnXX/XX/XXXX we sent a letter to XXXX XXXX at SunTrust Bank asking that they reconsider and included the wording from Section XXXX - Truth in Lending, specifically paragraph 23 ( d ) ( 2 ) which directly addresses our issue with SunTrust Bank. OnXX/XX/XXXX I received a call from XXXX at SunTrust Bank and she informed us again that SunTrust would not refund the {$580.00} we paid in connection our mortgage refinance request. I will note I called your agency in XXXX to discuss the section of Truth in Lending noted above and was told clearly that SunTrust must return these funds. Please let me know if you need anything further from me at this time. Thank you in advance for trying to help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter dated XX/XX/XXXX from SunTrust bank, telling me that there was a lapse of XXXX day in my home insurance policy renewal and therefore I owed them {$13.00}. On XX/XX/XXXX, I spoke with a SunTrust representative name XXXX to explain that there was no lapse because : - XXXX ) I have the same XXXX insurance company, and - XXXX ) XXXX policy lapses at midnight XX/XX/XXXX an the renewal started at the same moment on XX/XX/XXXX at XXXX AM. XXXX told me that the original policy ended on XX/XX/XXXX and the renewal ( with a different number even though it was the same insurance company ) started on XX/XX/XXXX. I agreed to pay the {$13.00} to settle the matter. MY COMPLAINT IS AS FOLLOWS : - XXXX told me that an escrow will start to charge me to cover the cost of an insurance policy which will start on XX/XX/XXXX even though I have never had an escrow on my mortgage with SunTrust and have paid the mortgage, the insurance policy and and the taxes on time for the decade that I have had the mortgage with SunTrust. - She refused to generate a bill for the {$13.00} when I asked for it. - When I asked to talk to a supervisor who could settle the matter amicably, XXXX told me " I am the supervisor '' and refused to connect me with someone in authority. - SunTrust is being abusive by trying to generate a revenue stream when I have never given them a reason to doubt my creditworthiness or willing ness to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30338
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have two accounts with SunTrust that were in an overdrawn status, and as a result of the outstanding negative balance, SunTrust did an offset charge on my account on XX/XX/21. I was not aware of that process until after the transaction was completed and I called SunTrust Recovery Services for clarification. I called the Recovery Department on XX/XX/21 at XXXX XXXX. and spoke with a woman named XXXX. I explained to her my dilemma and that I had no idea why my account was charged, and when I told her that I needed to have the funds reversed, she actually laughed and said that they could not do so. In addition, she said that her manager was unavailable at the time and that I would not be able to speak with her until she called me once her meetings were over. I then hung up and called again. The second time I called XXXX XXXX, I spoke with a female named XXXX and she explained to me the same process of the offset and that it was not reversible, and that a manager would not be until 24-48 hours. So I told her please have her manager call me as soon as possible. I explained to both representatives that had I known about the impending charges, arrangements would have been made by me, that was to no avail. At approximately XXXX XXXX I am reviewing my checking account I see a hold on my account that was placed today for the amount of {$200.00}. I called SunTrust regular customer service to ascertain what was going on and the representative told me that was a charge from a Recovery Service and that it would be applied to an account with a negative balance and could not be reversed. XXXX, I called SunTrust Recovery at XXXX XXXX and spoke with a third representative named XXXX. XXXX explained that the request was put in today, XX/XX/21. First she told me that her role does not let her know when the operations department would submit the request, that role is through the operations department and she does not have access to that department 's information. I was explaining to her that I was just on the phone with two different representatives and no one told me that another transaction was going to come through my account. However, later in the conversation she told me in her role she could put in a request for the offset charge when earlier she said she did not have access to when it was going to come, the operations department is in charge of that. Also, she told me she could not tell me which representative put in that request for the charge off. And she told me the same issue about her manager. She did tell me that her manager 's name is XXXX and her Supervisor 's name is XXXX. XXXX XXXX also explained that a payment arrangement was not eligible for any accounts because they had been overdrawn for so long, so they would have to be paid in full. The other two representatives did not tell me and no one offered a payment arrangement anyways to resolve the outstanding balances. I was upset because the first charge, I understand, but the second charge that occurred today, XX/XX/21 happened only AFTER I spoke with the two representatives. I do believe that it was done out of spite. XXXX told me that the second charge was initiated today at XXXXXXXX XXXX after I spoke with two different representatives at XXXXXXXX XXXX and XXXX XXXX respectively. I also believe this transaction was done in deceit because I was on the phone with the first two representatives for at least 5 minutes and not one of them told me that another charge was going to come through my account. Thank XXXX I have a job, however, I do suffer from health issues and have intermittent XXXX with work. All my funds are needed and go to my household. I did have it set up with my employer that funds would go to those two overdrawn accounts every time I got paid. I did not call SunTrust to make an arrangement because I already had scheduled deposits into those accounts. I truly feel as if the second transaction was done in deceit and with spiteful intent, yet they used their policy as a way to justify it. The first charge did not incur a hold on my account, it was automatically transferred, the second charge however was conducted in a completely different manner. The hold is on my account until XX/XX/21 and will be deposited into the overdrawn account on XX/XX/21. With everything going COVID-19 related, I would have expected some level of customer service, no one even offered me any options as a customer. In addition, I looked into the SunTrust handbook regarding offsets and overdrawn accounts. While it says that the bank has full authority to recoup funds for an overdrawn account, it does not say anything to the extent that notification does not have to be provided. The first rep that I spoke with, Ms. XXXX stated the notification is not required. However, their policy does not state that. I am awaiting a callback from either a XXXX or a XXXX. I am greatly disturbed by this matter because it was done properly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020, Truist XXXX XXXX XXXX ( headquartered in XXXX, North Carolina ) harassed me over the phone and by email regarding a joint checking account I owned with my adult son, XXXX XXXX. XXXX was rude, badgering, insistent, and in the end, threatened my job. I answered all questions asked including whether or not I kept cash lying around the house ( which was beyond all bounds of reasonable inquiry or decency ). Both XXXX and Truist refused to tell me what policy, regulation, guideline or law XXXX thought I may have violated that caused his investigation, even though both I and my lawyer asked repeatedly. I raised the issue of possible gender and/or race discrimination, as I was also a Truist / XXXX XXXX XXXX employee and no other or reasonable explanation for XXXX 's harassment seemed to fit. Just before XXXX, in XX/XX/2020, Truist / XXXX XXXX XXXX fired me and shortly thereafter Truist shut down all my accounts. I've never received any kind of reasonable explanation for any of XXXX 's harassment, e-stalking, or my being fired and having my accounts closed down.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I did a bank account with suntrust bank and since the first day XXXX got my ATM card it was giving me problems I would try to use it and it would give me decline wild I had funds in this account. Then I would try to purchase items in stores and the same issue would keep having I was only able to use it on my XXXX XXXX Now the bank have my account frozen under fraudulent investigation witch I dont understand why if all my funds in there came from my unemployment benefits, stimulus check, federal Texas. I also went to the branch to speak to a representative about the situation they had told me that they can see where the funds came from and that they dont understand why my account is under review. I have called several times the bank to discuss this problem and call they can say is that the investigation is still open and they cant tell me an exact day when I can get my check in the mail. I explained to them I have bills to pay and a XXXX XXXX XXXX child that I have to support with these funds now we are struggling due to the bank having all my funds on hold. I even send them a fax showing my unemployment payments history so they can see that my funds are actually mine and Ian not trying to due any fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20783
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan servicer ( Suntrust ) will not remove PMI from my mortgage despite my having paid over 20 % paid equity on the loan over the last 14 years. My original appraisal was $ XXXX. I put 10 % down at closing and have never missed a payment. Upon calling they quote rules from their system not available on the public internet/Suntrust site. I believe the practices by Suntrust to be unfair, underhanded, and purposely deceiving.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Suntrust bank close my account, keep my money and gave me no notices whatsoever. Is been 3 weeks, several calls and 2 visits to a branch without any other infomation that my account is under investigation with no time frame. The only instruction I get is verbal, to wait for an explanation by a letter. I deposited my taxt return and the relieve checks from the goverment and I need that money asap. I never experienced anything like this before. They block the access to my account online, I can not see any statement, balance or information. I understand that a bank can refuse to have business with a person, but why they are keeping my money after shooting down my account? Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A