Date Received: 2020-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was under the forbearance program, then at the beginning of XXXX, I received documentation from SunTrust dated XX/XX/2020 which included a Payment Deferral Agreement which I signed and returned. In the agreement I was told my new monthly payment of principal, interest and scrow payment would be {$3100.00}. This payment was due on XX/XX/2020. XXXX XXXX, I spoke with a home preservation representative to whom I made the XXXX payment by electronic check. I was told that my payment was going to be held to be apply on XX/XX/2020. Today, XX/XX/XXXX, I looked over my online bank account with Suntrust and realized that my payment had gone up in the amount of XXXX, and it read that my next payment due was on XXXX, XXXX, 2020. I called Suntrust and asked for an explanation on the situation. I was transfer to the customer service payment solution, and to my surprise, I was told that my payment was short, and they were holding my payment because of the shortage. I got transferred again. In total I was transferred 4 times ( spoke with 4 different people ) and no one was able to explain : The letter dated XX/XX/2020 stated that my payment for XX/XX/XXXX and beyond was going to be XXXX and now Suntrust is stating that my payment is {$3100.00}. Also, I was never notify of the shortage, no notification was sent to me explaining the shortage. I am now concerned this will be reflected on my credit. I spoke with 4 different people and no one was able to explain why there are two different amounts for my mortgage payments. Also, they were not able to locate the documentation which included the Payment Deferral Agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I disagree with the way Consumer Financial Protection Bureau handled the SunTrust Bank case. The Bank closed both my Checking and Savings Accounts without notifying me in writing which is wrong. I had money left in my Savings Account. When I submitted the Complaint on XX/XX/XXXX. I received a call from SunTrust Bank on XX/XX/XXXX regarding the Complaint they received from Consumer Financial Protection Bureau. I was asked if I wanted to talk it or wait until a Manager comes back, who was away. I told the SunTrust Bank representative that I will wait. The response that I was given was " We will call back then. '' I never received a call back. According to CFPB, the case was closed because " SunTrust Bank couldn't verify who made the complaint. '' and Sun Trust Bank never submitted a response to this case. First, CFPB told me that the case with being investigated and them next " closed '' the case. SunTrust Bank Representative Mr. XXXX today XXXX XX/XX/XXXX ) for the first time without verifying the Payment that they have already received. He stated that they sent a Letter. I never received the Letter. He went on to say that I had a balance of {$50.00} in my Savings Account and that legally they are obligated to take that money to make up for the Money owed. I see where he is coming from but I disagree because SunTrust Bank closed both my Checking and Saving Accounts without notifying me in writing which is legally and 100 % wrong. SunTrust Bank saw this as an opportunity to take the money my Savings Account. Part that money that was taken through Fraudulent means I have just borrowed to use to pay my Rent which I never got to use. It was because of SunTrust Bank that I wasn't able to pay my Rent for the Month of XX/XX/XXXX. I am disappointed on how this case was handled because I was taken advantage of by SunTrust Bank. They sent a Letter in XXXX asking for their payment. I had called SunTrust Bank to verify the amount in cents. I remembered the Dollar amount. I wasn't given the Checking Account number, told that there was a Fraud Charge on the Account, and at the same time acted as if they weren't collecting the amount owed but they were. I was transferred to a Representative and I had to hold for over 45 minutes and still I wasn't told what the Fraud Charge was. SunTrust Bank had something to hide because they were wrong in not notifying me in writing, taking the Money that I had left my Savings Account as a Convenient way to get want they wanted since it was within their own means. The Bank that was always praised in the XXXX XXXX XXXX as being one of the Best banks to me now is one of the Banks that provide the worst Customer Service ever. They don't care Customers. They care about how they can make Money with People 's money. When People open Bank Accounts, they don't include and protect Customers from Fraud. When something happened to Customers, they do what they think is convenient for them by closing Accounts and use the word " legally '' to justly what they did. The Fact is when close Accounts, they notify Customers in writing. SunTrust Bank never notified my writing which is unprofessional, illegal, and wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Hi, My name is XXXX XXXX. I am writing to complain on XXXX for their lack of response and reporting. I have continued to follow every step on removing false accounts that are reporting and they have yet to comply. They have exceeded the 30 days multiple times and at this point, the issue has not been resolved. They keep reporting accounts that do not belong to me. I have mailed several letters via certified mail, that are dated, that have everything listed in detail, that have everything required and they still are not doing their job in removing their items. The following are some of the dates of the letters I have mailed out they range from XX/XX/2020 to XX/XX/2020 : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ALL THESE LETTERS HAVE BEEN SENT VIA CERTIFIED MAIL AND HAVE A STAMP OF WHEN XXXX RECEIVED THE LETTER.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77581
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX I went to the bank branch where I opened my account at XXXX XXXX XXXX XXXX location. XXXX XXXX branch manager who opened my account was not there and told she is on vacation and there is nothing anyone can do and I would need to leave. When I left location was shocked and saw the lady and her co worker stared at me like let him rot with an evil look. Non stop calling trying to get answers I went to another location and got in touch with XXXX branch manager of the XXXX location in XXXX XXXX. He said on phone he cant do anything and he would escalate it to the fraud dept. My situation is a night mare and no one gave me straight answer till just before and said my account is flagged due to my deposits which were normal but SunTrust has an issue. I have rent to pay car insurance bills cant eat my life has stopped since this point. If they have issue they need to take it up with me and ask find out show proof of any funds and can verify it. I need my funds asap so I can live especially in this covid-19 world. The stress and not able to sleep or think is putting a huge burden on me. By law they cant hold my funds they are not the authority by any means. The damage they are putting upon an innocent person is insane. my account # is XXXX. Please have them rectify this asap I am in hunger now and can be on the street with no where to live.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33426
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a Savings & Checking account with SunTrust bank on-line on XX/XX/2020. By ACH transfer, I deposited {$500.00} to the Checking Account to exceed the minimum balance necessary to avoid fees. I made another ACH transfer to Checking subsequently which remains in transit. At some point, on, before or after XX/XX/2020, SunTrust bank restricted my on-line access to the account. In speaking to a customer-service representative on XX/XX/2020, and later to a supervisor, I was informed that SunTrust bank closed my account for " general reasons. '' Upon my request for a specific reason, no answer was forthcoming. Upon requesting the return of my funds, I was informed by the SunTrust supervisor that he is unable to give me any estimate of when the return of my funds would occur.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Regional Acceptance Corp reported to XXXX and XXXX that I missed my XXXX car payment. 10x I called them n everytime I asked for supervisor I was hung up on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Suntrust Bank received XXXX from my insurance company in XXXX. They chose to report to my credit agencies that my car was charged off and even went from reporting XXXX to uping it to XXXX as if I had never paid a dime on the car. They just updated my credit and released my debt in XXXX which caused me extreme hardships and interest rates. now it shows a XXXX balance on the car but they still are reporting charge offs on the payment history when they had been paid years in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94607
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BB & T can not provide the charge-off reason or history of payments on a loan they say I still owe from XXXX. The original loan was made at Bank XXXX in XXXX which I thought was paid off. I was made aware of the loans existence when my insurance claim check had this banks name on the check as a Second Mortgage in XXXX. It took me several years to get the claim with the Insurance company resolved after water damage in the house in XXXX. We did not have the money to make repairs and then try to get reimbursed. I am a school teacher without the time to make more calls and be on hold for hours anymore. We have 4 boys under 16 now. Many trips and several hours to BB & T branches that were not able to help or to sign the check. They offered to take the check and keep any that would be required to pay off any possible loan before signing the check. I did not leave the check, what if they took it all and I could not repair my house. They could not find any accounts in our name at all. I have not received any letters or phone calls from BB & T until after we called them in XXXX. I finally called the President of BB & T in XX/XX/XXXX and asked them how I can get the check signed so that I can fix my house. The Presidents Secretary also could not find any account in our name. On XX/XX/XXXX I received an email from XXXX & XXXX still refusing to sign the insurance check enabling me to fix my house. It further states that the account was charged-off on XXXX XXXX and that they are unable to provide me with information as to how the account was charged-off or to provide any history on the payments on the account due to BB & T 's seven ( 7 ) year retention policy. Their refusal to sign the insurance check are causing additional mold through out my house. The first mortgage company said that they would take care of the BB & T issue and they had us sign the check before they signed it and returned it. BB & T could not locate any loan outstanding so they were not able to help in XXXX. XXXX BB & T wants me to send them a fully endorsed check before they will sign it. Now they also want us to sign an ACH Draft Form on a XXXX Charge-off for any unknown amount on an undocumented Charge-off they now say is {$45000.00}. The 2 checks to fix my house are for about {$75000.00} dated XX/XX/XXXX. I could not repair my house if they take over XXXX of the money. Please help me as they hold us XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Unable to get your credit report or credit score
Subissue: Problem getting your free annual credit report
Consumer Complaint: information unverifable
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2020, I applied for an extension on my car loan with bbt website, the web site finalized my application and informed that in 24 to 72 hours someone was to call me to explain my options, nobody called me instead they sent inadvertently emails which I am sure it went to spam. in XXXX I received a statement showing a a past due requiring a immediately payment, I contact the bank expecting an explanation like it was a mistake but in fact they informed that my extension was never approved. Well understanding the risk of have my credit damaged by this bank I rushed and squeezed all of my money to pay this past due and it was paid, last month they reported a 30 late payment on my credit it doesn't reflect the truth. Please accepting my complain and help me removing this negative information from my credit Best regards and always respectfull XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32835
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A