Date Received: 2020-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Compliant filed against BB & T, complaint # XXXX that was sumitted to CFPB on XX/XX/XXXX, but BB & T has merged with Suntrust and the new name of the bank is Truist. It is my belief that Truist Bank, knowingly serviced this accounts for XXXX XXXX who I feel are practicing questionable and possibly predatory lending practices. Truist bank has filed a Lis Pending on the behalf of XXXX XXXX and itself against % 50 interest in property that was purchased under Joint Tenancy that was collateralized without consent. If is my belief that XXXX XXXX, dealings in XXXX was extremely questionable and predatory and their lending practices should be investigated by all proper government agencies who are willing to sift through the maze of paper work to come to a just a fair conclusion concerning this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 271XX
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: We submitted the forbearance application on XX/XX/2020 because I became unemployed for a period of time due to COVID 19. We received a package back from Sun Trust with documents to sign and return. We did not return the documents because we were under the impression that if we signed the documents, our loan would be placed in forbearance and we had decided that it would not be necessary for us to place our loan in forbearance. We attempted to call the loss mitigation department of SunTrust Mortgage several times between XX/XX/2020 XX/XX/2020. We were sent a letter that had the name and contact information for our home preservation specialist within SunTrust. I was placed on hold for up to 8 hours a day, several days in a row and when I finally got through to the client representatives voicemail, it was full and my call was disconnected. We emailed XXXX XXXX on XX/XX/2020, stating that we had attempted to contact him via telephone numerous times but had not been able to get through. We stated in this email that we did not want to be in the forbearance program. We also stated that we had mailed in our payment for XXXX but it still not yet been processed. Our online access to pay our mortgage was no longer available and we were directed to call the loss mitigation department. We spoke with a lady in XXXX that stated our online access would be restored in 2 days and that every single loan that SunTrust had was placed in forbearance. We were assured that no late charges or penalties would apply to our loan during this time. We spoke with another customer service representative on XX/XX/XXXX and were once again reassured there were no late fees or penalties and that we were still in forbearance. We made the XXXX and XXXX loan payments via phone at this time. We again stated we would like to be out of forbearance and were told it could take weeks and someone would contact us. We then started the refinance process and were informed that SunTrust had reported a delinquent payment to the credit bureau and my credit score decreased 100+ points. I am currently not eligible to refinance and take advantage of the current rates because of the misinformation and lack of communication on behalf of SunTrust. We were told by XXXX XXXX with Sun Trust on XX/XX/XXXX that they had to pull in people from other departments to handle the volume of calls they were receiving and that their employees could have given us wrong information. We contacted Sun Trusts credit department and they have told us it will be 30 days to investigate the issue. We are requesting the delinquent report be absolved and the credit score to be restored so that we may move forward with the refinancing of our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75234
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Someone stole mine and my husban thd 's identity. I have disputed this account four times.still it remains.I told them I want written proof of this loan being ours nothing.its hurting our credits scores everyday it's on there.the number that they report on this account is not working, I had to research it to find a working number .When I did get a hold of Regional Acceptance they showed very little interest in setting this straight 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: NY
Zip: 13760
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am filing a complaint against Suntrust by Truit banking institution. I recently opened an account with {$100.00} cash at the XXXX XXXX in XXXX Florida XXXX on XX/XX/2020. The address for that location is XXXX XXXX XXXX, XXXX Florida, XXXX. I am a current claimant of unemployment by the DEO ( Department Of Economic Opportunity ) I have since deposited 4 checks into my Suntrust account in which the funds were cleared and made available. The check amounts are as listed 1. {$600.00} ( mobile deposit check ) on XX/XX/2020 XXXX. {$2700.00} ( mobile deposit check ) On XX/XX/2020 XXXX. {$1000.00} ( mobile deposit check ) On XX/XX/2020 4. {$1000.00} ( mobile deposit check ) on XX/XX/2020 5. {$200.00} ( direct deposit from DEO ) on XX/XX/2020 DIRECTLY FROM DEO 6. {$100.00} ( cash deposit to open account ) on XX/XX/2020 My account was frozen without warning or my knowledge. No reason has been provided for the funds being on hold. Ive spoken to XXXX team members, managers, and other associates from Suntrust to no avail. The checks are made out to XXXX XXXX and yet the bank is refusing to release the freeze on the account as well as release the funds. Theyre insisting that I provide a letter from the DEO stating that the funds in the account are meant for me. Ive provided check stubs, a letter of eligibility and have gone as far as having an investigator from the DEO on a conference call to provide any and all closure needed to verify my identity as well as any payments made into my account and claim. Im filing this complaint because I not only feel discriminated against as an XXXX XXXX client, but I also feel neglected and violated with no possible explanation on why Im experiencing such hardship with this financial institution. Im demanding that my funds be released to me then I will more than gladly terminate the relationship with myself and Suntrust bank. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Complaint against Suntrust for denial of Loan Application : On XX/XX/2020, my husband and I was denied a home equity line of credit. The reason for the denial stated we did not have enough equity in our home. At the time my credit score was XXXX per the denial letter received from Suntrust and my husband 's score was in the very high 600 range. We have banked with Suntrust for over 15-20 years, our combined checking/saving balance at the time was over {$22000.00}. We maintain a monthly average balance between {$17000.00} - {$25000.00} between both accounts. As a real estate professional for 21 years. I was puzzled because of the denial, especially since the bank did not do an appraisal and when I called to request a reason for the denial the customer service representative was very vague and offered no answers based on what the denial letter said. As for the appraisal, if the bank had in fact did an appraisal for our home and the surrounding homes, Suntrust would have learned that our home value was far beyond the amount that my husband and I was looking to borrower. Surprisingly, I will admit Suntrust blatantly refused to approved our equity home loan, due to other conditions that did not involve our high credit scores, our on time payments history or our stable income. I believe without a doubt we were denied because of our race and the location of home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened an online account with SunTrust in the amount of {$75.00} on XX/XX/XXXX XXXX After being processed I was sent an email days later stating I needed to make a deposit which {$50.00} of the {$75.00} was suppose to go to my checking and the other {$25.00} was to fund my savings .I had not received a debit card nor the check when I made the first deposit of $ XXXX.XXXX. A second deposit of {$79.00} was made on the XXXX and a 3rd deposit of {$29.00} was made on the XXXX. Thursday morning as I'm checking to see if the 3rd deposit has post, My account has been restricted and it's instructing me to call the 1800 number listed. With no warning, email or call I find out my account is closed. After speaking with several representatives no one could tell me why my account closed.With no access to my funds I'm left waiting for an investigation on my account and no way to get my funds. I make my money by double gig jobs and that was the only money that I have..That money was to fund grocery for my daughters, and pay the balance a {$30.00} remaining balance on my electric bill .... I don't have anyone I can turn to for financial help ... ... this has really inconvenienced me, as I had already taken a major loss with COVID-19.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I initially had a mortgage through XXXX XXXX who sold off my loan to BB & T. I received this information in late XXXX. I called BB & T and spoke to a rep who said I would be receiving paperwork in regards to payments ect. I did not receive this paper work until after XXXX and promptly made my first payment on XX/XX/2020. Since then I have been making payments online every month. They keep sending me notifications saying that I am late. I called and spoke to a rep again and they said my payment was due XX/XX/XXXX. I explained I never even received the paper work until after XX/XX/XXXX so how could I be late.. I did send them a letter on XX/XX/2020 stating the situation in writing along with proof of payments. I never received a response to this letter. In turn they keep sending me threatening letters. It has been very hard to get this resolved with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12302
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my mortgage on time for years. After my escrow amount was increased last year, I inadvertently failed to pay the new total, instead paying the former amount less the increased escrow for a couple months. Suntrust notified me after several months, and I paid the outstanding balance that the bank told me was due. But a few months later, Suntrust stopped accepting my payments and told me that I still owed a balance, and that I now owe a debt to the bank. It has not sent me a payment history or offered any proof of defaults. I have paid my new balance - principal, interest, escrow - in full since I paid off the outstanding balance, and Suntrust is illegally hurting my credit by trying to collect on a non-existent debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have asked Suntrust Bank to provide a Letter of Credit in the amount of {$10000.00} in favor of my homeowners association for installing a pool in my backyard. I have spoken with the bank on several occasions, most recently Friday XX/XX/2020 and submitted a written request which is attached. Today I am given a Verification of Deposit which is attached. No one at the bank understands what a Letter of Credit is and they can not seem to grasp something as simple as this transaction. The account that I wish to have the letter of credit attached to has in excess of {$70000.00} in it. The Bank 's actions have caused me delays in beginning this project in addition to my frustration at their cavalier attitude towards understanding basic financial terms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I also received a XXXX PPP loan from the government to aid in my XXXX XXXX. Before that, I had paid XXXX to put as a down payment for my son 's mortgage and then Sun Trust Bank cancelled and closed my account and froze my account statements. The bank closed my account and froze my assets and will not tell me why and basically all my payments are behind because of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A