Date Received: 2020-11-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Eight fraudulent accounts were opened up in my name via SunTrust Bank. After completing an investigation and concluding that the accounts were indeed fraudulent Suntrust closed the investigation with out closing the account. When I call to inquire about the closing of the accounts I am being told that the account are still under investigation while at the same time being told the investigation has been closed. I am going in circles with this institution and need assistance in getting this issue resolved. The case Id I was giving back on XX/XX/2020 is XXXX. I was alos informed that they may be a student loan opened up in my name but no details will will giving to me about the loan. Customer services representative also denied me the opportunity to speak to a supervisor regarding my case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have 2 accounts with Suntrust, a mortgage, and home equity line of credit for my house. both accounts were on forbearance with the company due to covid with auto-renewal. I had my mortgage for 21 years and home equity over 10 payments were always on time. My mortgage got auto forbearance but equity without my knowledge was not extended. I did not get a notice. The bank reported to the credit as been late. I called the bank and I was told there was nothing they can do I needed to dispute it with the credit bureau and due to internal issues equity line did not get auto forbearance like the mortgage account. I made the equity line payments to bring the account current and on time with Suntrust but the credit report still shows late. This action brought my credit down significantly I am in process of refinancing this will affect my ability which I work very hard. I want Suntrust to reverse their action on the credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20007
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In 2015 I was involved in an accident, which resulted in my vehicle being deemed a total loss. On XX/XX/15 my insurance company, XXXX XXXX , paid Regional Acceptance Corporation {$12000.00}, the fair market value. Any deficiency was covered by my Gap Insurance with XXXX XXXX XXXX. I received information my account was paid in full. However, it is currently showing up on my credit report as a chargeoff with numerous late payments. This is inaccurate. I've requested a full accounting record from Regional Acceptance, and disputed this matter with the credit bureaus requesting this inaccurate information be completely removed from all credit bureaus. To date, I have not received a full accounting record of all charges, and the information is still appearing as a derogatory mark on my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75075
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2020, Suntrust Bank closed our account without any notice which had {$5300.00} in it. After our card was declined, we immediately contacted customer service. We were told that a credit was done to my husbands debit card that seemed suspicious and this was the cause for them freezing our account. We were told we needed to wait 7-10 business days after our account officially closed. We were then told we would need to wait an additional 7-10 business days to receive a letter in the mail that would provide all of our transactions, along with a reason for closing the account after they completed the investigation. After waiting a month, I again contacted customer service to advise that we still had not received the letter. I was told that an email would be sent. One week later the email was provided. At no point in the statement did it show the credit they were referring to. When we contacted customer service again to discuss, they refused to provide any information. We advised that we were XXXX XXXX XXXX and that the money in the account was saved for after the delivery of our son. We were told that they were not required to provide a date of when the funds would be released. When asked what we were supposed to do in the meantime, we were told by both the customer rep and manager that we should go apply for government assistance. They made it very clear that they were not going to help with the situation. At this point my husband and I were furious! We were almost at the end of our XXXX and had no way of providing for our XXXX child. This was now the end of XXXX/early XXXX and we decided to call customer service again. This time we were told that a male came into a Suntrust Branch ( they would not disclose where ) and attempted to deposit an unemployment check for someone else using our account. We were shocked! At no point did anyone state that our account was closed due to fraud. This entire time the blame was being placed on my husband. Due to the increased stress, I went into XXXX XXXX at XXXX weeks. I was diagnosed with XXXX XXXX XXXX due to stress, which then led to XXXX- XXXX. Prior to this situation, I had never had any issues during my XXXX. I ended up having a XXXX-XXXX due to them not being unable to control my XXXX XXXX. After being discharged, 1 week later we then needed help to afford the medications I was put on. One prescription alone cost {$1000.00}. I was put on several medications. I continued with these meds for 2 months XXXX due to stress. We almost lost housing due to this issue, as well as almost lost our cars. My husband had to return to work after XXXX weeks since we no longer had the money we had saved and rightfully entitled. In XX/XX/2020, I contacted the branch manager from Suntrust Bank in XXXX, GA that was referred to me. The branch manager was provided documentation that was sent to the fraud department. It has now been another 2 months and they still have not provided an answer. It has now been a total of 6 months since the commencement of this nightmare! There are still things we have not been able to purchase for our newborn due to this issue. We have expressed that at this point we no longer want to associate with Suntrust. We are asking to please have this issue resolved and our funds released. That money is something we worked hard for and earned. We sincerely appreciate your attention and urgency regarding this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am staying at a hotel and I paid the hotel XXXX dollars for 18 days. Somehow when they ran my card my bank BB & T split it up when the manager ran it as one charge. Now BB & T took out $ XXXXand they have {$580.00} and {$440.00} on hold and the {$1000.00} has already been withdrawn. When I called and told them to release my funds because my account was now negative they tried to blame the hotel. When I went to the manager she showed me the charge she made on XX/XX/2020 and it was one charge of {$1000.00}. BB & T has held up over XXXX dollars of my money for 5 days. I have had no way to buy food and to take an XXXX they have jeopardized my mother and my safety as she is a XXXX patient and I need to be able to take her to the doctor and we have no way to go anywhere or to buy food. This should be illegal and I would like my money back and the reparation for the high interest loan we had to take to bring my account into the positive so that these thieves did not try to charge me NSF fees as well. The interest on this loan is over {$200.00} dollars and it is all BB & Ts fault. They should not be allowed to get away with this. Then the woman told me I have to wait for the funds to come off pending status and if the money did not go into my account I had to report it as fraud against the hotel. They did not commit fraud BB & T committed fraud. This is absolutely horrible that they can get away with this. They have held up over XXXX dollars of my money for their own use for over 5 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Sadly, as a XXXX XXXX and XXXX XXXXXXXX the numerous issues that I have had and endured with SunTrust Bank and their XXXX XXXX XXXX and XXXX XXXX XXXX over the past 8 years are too many to list. From failing their fiduciary responsibilities to improper account management and advisement to improper disclosures and others. Numerous complaints issued and never a full response. In fact, when I told the XXXX account rep she failed in her fiduciary responsibilities, she had our accounts removed from XXXX and passed into a lower tier of general banking on the premier banking side. Further, she did so without contacting me or providing notice to me and asked another SunTrust rep, not from XXXX, to tell me and left the accounts without an assigned banker. This XXXX representative should not work in banking and has failed gravely which at a minimum is at Knowing Your Client and Customer Service. Luckily, this complaint is being filed with the CFPB to avoid the lack of response from SunTrust and ensure they finally respond to complaints since internal complaints have gone unaddressed and zero managerial level involvement. Enough of the hiding. This complaint is regarding our credit cards. These cards were created and issued under XXXX. As such these were always paid directly by autopay or the assigned banker of record. During the COVID-19 pandemic, SunTrust sent electronic emails to their clients asking if they wanted to be considered for pandemic assistance. We selected the electronic button that said yes to be considered and provided all of our debit account numbers ( 2 credit cards and a collateralized loan ). The electronic form said we would hear back from someone at the institution on next steps. We NEVER did. So, we contacted our banker about a month or two after and said we never heard back from anyone nor recieved any information -electronically or otherwise- nor did we recieve a confirmation that our accounts were granted some assistance. Additionally, terms and conditions were never provided or disclosed. Our Banker in or around XX/XX/2020 said he would look into it and make sure it was taken care of. Yet still, we never heard back from our banker after that call - which was to also set up a Virtual meeting which the banker never established. Further still, after this call with the banker, we continued to not recieve any documentation or confirmation of this pandemic assistance program selection or approval and its terms. Enter XX/XX/2020 and I recieve a credit bureau alert that my report was changed and SunTrust placed a 30 days past due notice on my credit file. Naturally to my surprise I immediately contacted our banker the same day via email. Several days later I received a message from the banker saying he was busy and would attend to this when he could. Come 10 days later and with my continual bothering of the bankers due to a lack of response from them or the Bank, I received an email saying that he could not help on this issue and I needed to contact the Customer Care number. Never did he say the account was in collections nor the reasons for this issue. I call the customer care number provided by the banker and come to find out that SunTrust elected to NOT place autodebit back on credit cards or other autopayments which were canceled by SunTrust to establish COVID-19 pandemic assistance deferment. Additionally, none of this information from the next due date, back off operations XXXX lack or replacing autopay once program deferment was over XXXX, whether we were given deferment or not nor a standard XXXX call from the banker to provide details or advise that the accounts were being removed from deferment was even afforded to us. So now, without proper disclosure, SunTrust has removed our autopay program and without prior advisement in writing or by personal banker, has placed the account in collections and marked my credit report as if it were my fault on missing payment. Further, our accounts at the institution are collateral accounts, everything managed by the institution. They should have advised or taken the money from the accounts as performed in the past. This is an operational error and disclosure error on behalf of SunTrust Bank and is NOT a consumer error or lack of payment willingly. Lastly, our other credit accounts were also placed on assistance request, which, never was acknowledged just like in this credit card case however, they too were deferred and yet have not had any negative reporting placed on them XXXX as of recent knowledge ). This is a lack of oversight and program implementation from SunTrust and lack of customer service professionalism and responsibilities. What type of assistance is SunTrust providing if they are not properly disclosing programs, level of reasonable expectations from XXXXXXXX XXXX are not met and negatively affecting the client after-the-fact due to the mismanagement of the above? I have emails and names and more details to provide, as needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My mother passed away and left the account to myself, my brother, and sister. My brother and mysekf went to the bank on XX/XX/XXXX to close the account but leave it in the bank. I received a note fro the bank that the account had been closed. That is true but the money had been left in the bank to split up between all three of us. I received another account statement days latter stating that the money had been removed by my brother and place in his bank. He said nothing about this to me. The money was not for him but to be split up. The bank was notified and they told me to contact the branch. My brother stole XXXX belonging to meXX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20705
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited cash and a check over the last 2 days with a positive checking balance and somehow my account is showing negative XXXX dollars. What are these thieves at BB & T up to?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: Consumer Financial Protection Bureau, after careful review of my loan I was under the impression Regional Acceptance Corporation ( RAC ) was a helpful organization. However, they pray on induvial with poor credit and provide an unfair subprime loans practice. Granted when your facing financial hardships it shouldnt come at such a higher cost of subprime loans. There are well over 2,460,316 reviews on Consumer Affairs are verified this is a common practice of this organization. As an American who has always worked his way up the ladder of life. I have always tried to do what is right and fair by my fellowman. These subprime loan sharks must stop someone must put an end to this type of practice. On XX/XX/XXXX XXXX XXXX statement my XXXX XXXX XXXX was a total loss from fire damage, awarded {$11000.00} for the total value of the car. The car was purchased from XXXX of XXXX XXXX preowned vehicle with taxes and licensing total cost was {$27000.00} I have made a total of 42 payments = {$27000.00}. During the 4 years of payments, I have requested loan payment deferments, thinking the Regional Acceptance was helping me during these down times. However, what I didn't understand I was being changed a Daily Accrued rate of 17.965 % accumulated to an additional {$18000.00} in interest payments and still going daily. My payments was not being applied to the principle, but only to the interest payments. The car has been completely totaled the Insurance owns the title and paid off the value of the Vehicle. I have made several attempts to work with RAC. I've had conversations with managers, and they are not willing to write off the vehicle which at this point doesn't exist. I'm sure they have taken out a policy on the loan and can write this off with a very sizable profit. In my conclusion I'm seeking help for how to deal with this matter. I have seen well over a quarter of million claims against this Regional Acceptance Corporation ( RAC ) and their practices. What can your organization do to assist with this matter? Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92374
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: SunTrust will not close my account! They keep making excuses that I have to deposit money or that they have to wait for items to clear. I have tried several times asking them to freeze the account, calling over the phone, coming into a branch in person. Even when Im standing here in person with enough cash in hand to bring the balance to XXXX, they refuse to close the account claiming that they cant and asking me to come back tomorrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20010
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A