Date Received: 2020-05-12
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I have been to SunTrust two times to place a check an my checking account and they would hold my money to I had the money an my account to cover the funds, the check was from a approve loan company, why would I need money from a loan company if I had money!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27705
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife contacted SunTrust bank about a possible deferment at the end of XXXX / beg of XXXX. SunTrust said they are only offering a forbearance and she declined. She tried to Make the payment on our first mortgage and it is blocked from us being able to pay. She called them multiple times over the last few weeks and has been waiting for a call back. I was able to call last week ( XXXX ) on the way home and got through. I was told that the act of us calling placed us on a forbearance. I asked to be taken off Immediately and pmts reinstated. We still arent able to make pmts. We tried calling this evening ( XX/XX/XXXX ) and at XXXX the recording states their offices are closed even though their hours are till XXXX. They state on the recording that they have 8 hour hold times and to leave your number for a call back. We just want to make a pmt on our first mortgage just like our second mortgage which is also with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: SUNTRUST ACCOUNT XXXX BALANCDE {$6300.00} DEBT REPORTED FTC REPORT NUMBER : XXXX XXXX XXXX XXXX PERPETRATED A SCAM TO DEFRAUD ME OF MONIES THAT WAS INTENTED TO BE DISPURSHED BETWEEN ( 7 ) CREDITORS UNDER A CONTRACTUAL DEBT CONSOLIDATION AGREEMENT. XXXX XXXX XXXX PROCESSED A DEBT CONSOLIDATION CONTRACT THAT WAS NOT VALIDATED BY THE CREDITORS THAT I WAS UNDER THE IMPRESSION THAT IT HAD PROMISED TO PAY ON MY BEHALF. I LATER FOUND OUT THAT XXXX XXXX XXXX IS UNDER INVESTIGATION AND PROMPTLY CEASED PAYMENT TO THE COMPANY. ON XX/XX/2020 CERTIFIED MAIL WAS SENT TO EACH OF THE ( 7 ) CREDITORS INFORMING THEM OF MY POSITION AND REQUESTED THAT THE OUTSTANDING BALANCES BE RE-NEGOIATED AND I FURTHER REQUESTED THAT A NEW PAYMENT PLAN BE CONSIDERED BASED UPON RECALCULATION AND MINUS OF MONIES ALREADY WHICH I AM SUING THE COMPANY FOR THE RETURN OF THE MONIES THAT WAS NEVER RELEASED TO THE CREDITORS. THE CREDITORS FAILED TO RESPOND TO MY OFFER AND INSTEAD CHOSE TOO REPORT THE ACCOUNTS IN DEROGATORHY CHARGE OFF POSITION. ( a ) Block. Except as otherwise provided in this section, a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt by such agency of ( 1 ) appropriate proof of the identity of the consumer ; ( 2 ) a copy of an identity theft report ; ( 3 ) the identification of such information by the consumer ; and ( 4 ) a statement by the consumer that the information is not information relating to any transaction by the consumer. ( b ) Notification. A consumer reporting agency shall promptly notify the furnisher of information identified by the consumer under subsection ( a ) of this section ( 1 ) that the information may be a result of identity theft ; ( 2 ) that an identity theft report has been filed ; ( 3 ) that a block has been requested under this section ; and ( 4 ) of the effective dates of the block. ( c ) Authority to decline or rescind. ( 1 ) In general. A consumer reporting agency may decline to block, or may rescind any block, of information relating to a consumer under this section, if the consumer reporting agency reasonably determines that ( A ) the information was blocked in error or a block was requested by the consumer in error ; ( B ) the information was blocked, or a block was requested by the consumer, on the basis of a material misrepresentation of fact by the consumer relevant to the request to block ; or ( C ) the consumer obtained possession of goods, services, or money as a result of the blocked transaction or transactions. ( 2 ) Notification to consumer. If a block of information is declined or rescinded under this subsection, the affected consumer shall be notified promptly, in the same manner as consumers are notified of the reinsertion of information under section 1681i ( a ) ( 5 ) ( B ) of this title. ( 3 ) Significance of block. For purposes of this subsection, if a consumer reporting agency rescinds a block, the presence of information in the file of a consumer prior to the blocking of such information is not evidence of whether the consumer knew or should have known that the consumer obtained possession of any goods, services, or money as a result of the block. ( d ) Exception for resellers. ( 1 ) No reseller file. This section shall not apply to a consumer reporting agency, if the consumer reporting agency ( A ) is a reseller ; ( B ) is not, at the time of the request of the consumer under subsection ( a ) of this section, otherwise furnishing or reselling a consumer report concerning the information identified by the consumer ; and ( C ) informs the consumer, by any means, that the consumer may report the identity theft to the Bureau to obtain consumer information regarding identity theft. ( 2 ) Reseller with file. The sole obligation of the consumer reporting agency under this section, with regard to any request of a consumer under this section, shall be to block the consumer report maintained by the consumer reporting agency from any subsequent use, if ( A ) the consumer, in accordance with the provisions of subsection ( a ) of this section, identifies, to a consumer reporting agency, information in the file of the consumer that resulted from identity theft ; and ( B ) the consumer reporting agency is a reseller of the identified information. ( 3 ) Notice. In carrying out its obligation under paragraph ( 2 ), the reseller shall promptly provide a notice to the consumer of the decision to block the file. Such notice shall contain the name, address, and telephone number of each consumer reporting agency from which the consumer information was obtained for resale. ( e ) Exception for verification companies. The provisions of this section do not apply to a check services company, acting as such, which issues authorizations for the purpose of approving or processing negotiable instruments, electronic fund transfers, or similar methods of payments, except that, beginning 4 business days after receipt of information described in paragraphs ( 1 ) through ( 3 ) of subsection ( a ) of this section, a check services company shall not report to a national consumer reporting agency described in section 1681a ( p ) of this title, any information identified in the subject identity theft report as resulting from identity theft. ( f ) Access to blocked information by law enforcement agencies. No provision of this section shall be construed as requiring a consumer reporting agency to prevent a Federal, State, or local law enforcement agency from accessing blocked information in a consumer file to which the agency could otherwise obtain access under this subchapter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11412
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75165
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have had nothing but issues with BBT since Day 1 and they continue to offer zero assistance in resolving this matter. On two separate occasions, I was taken through a process via phone to setup auto-pay since BBTs Mobile & Web App literally offered me no way of being able to set my payments up on auto-pay. However, BOTH TIMES that I was told that auto-pay was setup, they never actually followed through on properly setting up auto-pay, in spite of confirming this with them verbally more than once on both calls! Therefore, when this first happened, I called into Executive Support because I have NEVER had a late payment reported on my credit - literally never one late payment, so I requested that they remove the late payment being reported due to this stemming from a BANK ERROR. BBT agreed to remove the 30 day late payment and I was TOLD that this was submitted to the credit bureaus. Lo & behold, that first 30 day late payment is STILL BEING REPORTED. ADDITIONALLY, I now have a SECOND 30 day late payment being reported for the SAME EXACT REASON, in addition to BBT never properly applying a several hundred dollar retroactive credit for misapplied cash advance interest charges. Not only was I again supposed to be setup on auto-pay ( had to fill out an archaic hand written form and snail mail it back to them - all to just setup auto-pay ), but I should have never had a balance to pay for 2-3 months during that timeframe based on the promised account credit from the erroneous interest charge, which I was told had already been approved, as BBT clearly coded 2 of my card charges incorrectly, as I never took a cash advance. As of today ( XX/XX/2020 ), my account STILL reflects the incorrect interest charges AND I was reported as being 30 days past due AGAIN through no fault of my own. Once I was made aware that BBT had DROPPED THE BALL ONCE AGAIN, I immediately made a payment for the past due balance and 2 additional months in advance since I still wasnt setup on auto-pay. ( Please reference the attached screenshot of my XXXX Personal Checking account reflecting the payment that was immediately made after being made aware of what they failed to again. ) Further, not to sound pretentious, but per the attached screenshot, you can clearly see that my daily average balance was $ XXXX- $ XXXX. What sense does it make that I would deliberately sabotage my credit that I have worked my XXXX off for over a nominal payment of roughly {$140.00} - or ANY amount for that matter! BB & T has the most ridiculously poor customer service that I have ever had the displeasure of being subjected to. To go one step further, I have a $ XXXX auto loan with Truist ( formerly SunTrust/BBT ) that I pay $ XXXX/month on and have never missed a payment out of the 23 months that Ive had my car. My mortgage payment is $ XXXX/month - that has never been late, as well. My husband & I bring home over $ 350k annually - we have ZERO REASON to not make a payment on any of our accounts!! I will seriously hire an attorney if this isnt resolved within 2-4 weeks max & resolved means removing the two ( 2 ) ridiculously inaccurate 30 day late payments. We are also requesting that our entire BBT card balance be waived due to the amount of time this has wasted for me and the amount of unnecessary stress that BBT has inflicted upon me & my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2020-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Fraudulent practice by Suntrust bank ( aka Truist bank ) using false numbers for the LIBOR index inflating the ARM interest rate adjustment We would appreciate your immediate help on this serious matter. We have recently discovered that the Suntrust bank ( aka Truist bank ) has been fraudulently using inflated variable interest rates on our mortgage loan resulting from using wrong number as the 6 month LIBOR index. Our mortgage loan is tied to the widely published 6 month LIBOR rate and expected to get adjusted every 6 months. Here are two examples such misdeeds ( ref Loan # XXXX ) : Suntrust ( Truist ) used : 1. A wrong XXXX number instead of the correct XXXX published on XX/XX/XXXX ( effective for XX/XX/XXXX index ) resulting a fraudulently inflated 3.5 % current interest rate as opposed to the correct 3 % 2. Again a wrong 2. XXXX number instead of the correct XXXX published on XX/XX/XXXX ( effective for XX/XX/XXXX index ) resulting a fraudulently inflated 4 % total interest as opposed to the correct 3.75 % I have filed several complains with detailed analysis and specific LIBOR index citations to Suntrust and the CEO, XXXX XXXX only to receive a rather generic response from a lower level employee defending their inflated rates without any direct citation for their fraudulent index number. If requested, I could send you my submitted analysis and citations. As a further confirmation of my LIBOR index numbers, a different bank for my another existing mortgage with almost identical terms, used the same LIBOR index as mine for the same dates. This is a serious fraud by Suntrust against the normally unsuspecting customers like me. This may have been going for a long time. I have not yet had a chance to inspect all periodic interest rate changes over the last 12 years or so. Other unsuspecting customers might have been affected by similar type of fraudulent practices by Suntrust. I would appreciate your swift remedial action to compel Suntrust to immediately rectify their misdeeds along with full recovery of our lost money with interests and appropriate punitive compensations. This has caused us significant amount of time in researching, analyzing and re-computing not to mention the mental and emotional grievances and stress we are enduring in our family. It goes without saying that they need to be held accountable for deceiving unsuspecting customers related to such common agreements. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2020-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: XXXX XXXX / BB & T Bank Representative XXXX XXXX said XXXX XXXX XXXX BB & T Bank could help with my banking needs. I wanted easy online access to funds. After opening an account I requested online access. 4 days went by and I followed up 2 times about online access to funds so that I can pay a bill. On the 4th day XXXX called me and said they would not be my banker as " We could never satisfy your needs. Just tell us where to send your funds and we'll wire them over. '' She explained to me that my assets were frozen and I would not be given online access to those funds. I said sure as she expressed the funds would be wired out to the bank account of my choosing .... and proceeded to open an account with XXXX XXXX, then provided the routing & account number to XXXX XXXX of XXXX XXXX / BB & T. She then replied I would have to go to the branch and pay the wire transfer fee to receive my funds. I have not been provided an adequate explanation why my assets were frozen, why I would not be given online access to those funds as other customers are, and finally why I would have to go to the branch and pay fees to access those funds.
Company Response:
State: PA
Zip: 19130
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: There was fraud on my bank account. Someone used my card for 4 charges, 3 small charges for XXXX totalling {$73.00} and a large XXXX charge for {$2000.00}. I did not make any of these charges. The bank also charged numerous overdraft fees @ {$36.00} each. I filed a claim and the claim was denied in all charges after an 8 day investigation. I did not make any of these charges, the charges immediately issued created a bank fraud hold and the bank approved the {$2000.00} charge while I only had around {$1000.00} in my account leaving me a negative balance of {$1200.00} - this charge should never have gone through or been approved. The bank has not protected my money, they offered to do a 45 day appeal investigation. I have banked with them for 25 years and never had a fraud issue but yet these claims were denied?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I was approved for a checking account with Suntrust bank on XX/XX/2020. A few days later, I received my Stimulus check from the government in the amount of {$1200.00}. I deposited it into my new account on XX/XX/XXXX. On XX/XX/XXXX, I deposited {$75.00} in checking and {$25.00} in savings. On XX/XX/XXXX, I was informed the account was closed. The first time I spoke with customer service regarding the closure of my account was XX/XX/XXXX, at which time I was told that I had restricted access. I spoke with them again on XX/XX/XXXX when they told me they were in the process of closing the account and that it would take 15 business days to complete the closure and another 15 days to mail the check out. I called again on XX/XX/XXXX to follow up and they stated the same thing but directed me to XXXX XXXX. He told me he spoke to the Legal Team of SunTrust and they said that they could do nothing to expedite it. He could do nothing to expedite it. He said they have every right to hold even government checks. It is not against the law to do so. He then provided me with a phone number to the fraud department. On XX/XX/XXXX, my mother called them to see what she could do. They told her the same thing. They claimed they expedited the complaint but could do nothing more. I wanted to try to reach out to their corporate offices ; however, they would not provide me with the phone number and the number on the Internet is incorrect. According to the party that answered the phone, they have been told to take down that number, but they have not done so, as of yet. I am very much afraid that they are not going to send me the money, as I am XXXX with XXXX, XXXX, and XXXX XXXX. I am in desperate need of this money to get my medications.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44144
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I contacted BB & T for a home loan. I was emailed a user name to start the application process. XX/XX/XXXX I received an email which stated I had pre-qualified for a home loan. XX/XX/XXXX I emailed a copy of my completed XXXX XXXX XXXX XXXX Income Verification Worksheet & other documents to XXXX XXXX XX/XX/XXXX I emailed XXXX XXXX my complete application for down payment assistance for first time home buyer, the Homeowner Assistant Program Intake Certificate. XX/XX/XXXX I requested the information for the Home ownership Counseling so I could receive the grant for first-time home buyers but was informed I needed to wait before taking the class. XX/XX/XXXX I was reissued an updated pre-qualified letter for {$130000.00} because it expired XX/XX/XXXX I resent a copy of my drivers licenses ( front & back copy ), XXXX income taxes, copies of bank statements ( XXXX, XXXX , & XXXX XXXX XXXX XXXX ) and XXXX W2. XX/XX/XXXX paid {$470.00} for the appraisal in order to close on XX/XX/XXXX ( check cleared XX/XX/XXXX ). XX/XX/XXXX paid {$220.00} for Inspection XX/XX/XXXX paid {$28.00} for credit report but was denied a copy because it is against BB & T policies. XX/XX/XXXX - Earnest money payment of {$750.00} XX/XX/XXXX I received a Notice of Incomplete Application via email from XXXX XXXX . There were nine items that needed to be completed prior to XX/XX/XXXX. I informed XXXX XXXX the 401 ( K ) payment was scheduled to arrive by XX/XX/XXXX no later than XX/XX/XXXX. XX/XX/XXXX emailed XXXX XXXX 8 of the 9 items for the Notice of Incomplete Application XX/XX/XXXX I had to liquidated my 401 ( K ) because there was no more grant money. The amount I could get was {$850.00} ; on XX/XX/XXXX I received disbursement of {$740.00}. XX/XX/XXXX, my realtor reached out to both XXXX XXXX and XXXX XXXX to learn if a conditional approval had been granted but never received a binary response. XX/XX/XXXX, I spoke to XXXX XXXX three times. Our last conversation, I stated I did not want to forfeit the earnest money because they did not provide the commitment letter. XXXX assured me the letter would be sent to my realtor. I was led to believe the letter was sent. Unfortunately, my realtor did not receive the commitment letter. XX/XX/XXXX at XXXX XXXX, Ms. XXXX sent a text message stating she did not have the ability to release the commitment letter - only the processor can do this. XX/XX/XXXX, I contacted BB & T bank to file a complaint against XXXX XXXX & XXXX XXXX XX/XX/XXXX I received an email ( XXXX XXXX ) stating the annual taxes came to $ XXXXyear which was significantly higher than what they predicted which increased my debt-to-income ratio. I was informed I needed to bring additional assets for {$19000.00} ; or pay off the {$13000.00} car note
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30274
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A